Lookfantastic Arvostelua 4 441

Order number 681825073
Bought the Sun bum shampoo, conditioner and toner for the first time for my daughter. Unfortunately, the shampoo and conditioner didn’t have a protective seal. The shampoo smelt so offensive it made me cough. Having a weird cheesy and just gross smell she can’t use it Batch number for Shampoo D2277A-S and Conditioner D2186A
The response from Sam from Lookfantastic customer service was pathetic:-

We are very sorry to hear that you have experienced an issue with these items.
We are often asked why there are subtle variances with regard to the way a product looks and even sometimes feels or smells. This often happens when items are ordered continuously over time and therefore different batches are created for that product. Although these differences are often small, we understand that they do sometimes cause concern.
We strive for excellence with all our products; therefore, we are always disappointed to hear that a product does not meet expectations.
Kindly note that most brands are progressively moving away from plastic packaging and do not shrink wrap or provide a plastic sealing or covering anymore, to reduce packaging waste for environmental reasons.
Please rest assured that your product is unopened and safe to use.
Your feedback is extremely valuable as it allows us to continually review and improve our products.
We apologise for any inconvenience this may have caused.
If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.
Kind Regards,
Sam
Quality Compliance Team
Then when I queried this again he contradicts himself saying no refund due to products being opened? when I clearly stated they were already open. Just excuses after excuses…….
LF response. I would like to apologise but as you have opened the products we no longer will accept a return;
As we're happy with the standard of the batches provided, we're unable to offer a resolution.
Kind regards,
Sam
Quality Compliance Team
I have paid £2.99 to return these items as I am within my rights of 30 days on-line purchase as I do not want these items so whether you agree with me or not the shampoo is not fit for purpose as the smell is offensive. Products should be FACTORY SEALED for hygiene.
Disgusting experience so far and I am appalled by the ignorance of your staff.

Levere som de skal og produkterne er perfekte

I’ve had one of the worst customer service experiences with Look Fantastic and feel compelled to share it.

I recently placed an order that included a bundle, but when my parcel arrived, it was visibly damaged on the underside. Upon opening it, I discovered that part of the bundle was missing. I immediately contacted customer service to explain the situation and expected a resolution, such as a replacement or refund for the missing items.

To my absolute shock, I received a response stating that, according to their CCTV footage, the order was "fully packed" and they would be closing my account as a result — essentially accusing me of dishonesty. This is both insulting and unacceptable. Damaged parcels are not uncommon in transit, and any reputable company should understand this and at least investigate further or give the benefit of the doubt, especially to a paying customer.

Instead, I was denied any form of compensation and left with an incomplete order. The complete lack of accountability and the aggressive response from their support team has left me extremely disappointed.

I will not be shopping with Look Fantastic again and would caution others to be very wary — if anything goes wrong, don’t expect fair treatment or a proper resolutioon
I am a loyal customer to look fantastic and now my account has been closed without allowing me to reorder on her again. I will now consider taking legal action as I am being held at fault and accountable without the full facts being taking into consideration . Nor was I asked if my parcel was damaged and now I can’t even place orders on the site as it keeps cancelling . I want my account reinstated and if this is not the case I will be seeking legal action

Altid en god oplevelse

Absolutely appalling. Twice I have been sent items not relating to my original order. I want a refund but seem unable to get either a refund or the items I ordered.
Just spent another hour on line to “customer service”. All I want is a refund for goods not ordered but Look Fantastic make it so difficult.
I am going to make sure none of my family or friends use this company again.
And I’m still waiting for my refund

Customer Service Nightmare!

I ordered a parcel which was due to be delivered on the 9/07/25. By Wednesday evening the tracking updates had stopped and it appeared lost. I contacted customer service on Thursday and was told to contact them the next day if the parcel hadn’t arrived. Contacted them the next day to again be told to wait another day - what a complete waste of time!
I contacted them the following day and was given and option of refund or resend. I needed the products id ordered for a holiday so I chose resend, how stupid!
It’s now 5 days after my parcel was supposed to be delivered, I’ve had no parcel / no updates and no tracking information.
I have contacted Lookfantastic yet again to be told that the finance department have my resend item on hold.
I am so disappointed with this company and it appears a lot of the negative reviews are similar to mine. Friends and family have always recommended this company, but I can honestly say their customer service is absolutely shocking.
I will not be ordering from here again!

The resend order has now been sent out, hoping that this arrives on time. Thank you Liam for your help with this.

It’s just disappointing I had to result to this in order for the issue to be resolved.

The products are top notch at a reasonable price and best platform to shop from.

De ønskede varer var lette at finde til en ok pris

Asså det var fantastisk jeg fik tracking nummer den kom til det perfekte sted selvom man ikke kan vælge hvor den skal kom alt gik i orden og det tog 4 dag

Opdatering: total idioti og løgn!
I har nu svaret, at jeg har bestilt til den Nærboks, I har sendt pakken til, hvilket jo er løgn. Gå ind på min bestilling, hvor det står sort på hvidt, hvor jeg valgte bestilling til. PostNord har også undersøgt sagen og har bekræftet, at det er jer, der har valgt en anden pakkeboks.
Oprindelig anmeldelse:
Skulle nok have læst anmeldelser, inden jeg bestilte, for så havde jeg vidst, at firmaet åbenbart er kendt for at sende til en vilkårlig pakkeshop og ikke den, man har valgt ifm bestillingen, og som fremgår af ordrebekræftelsen. Nu håber jeg så bare, at de i det mindste kan finde ud af at returnere mine penge, når pakken returneres som uafhentet….

I ordered products on 11 June then received a confirmation email 3 days later saying it has been dispatched. It's been over 20 days I still haven't received it and it was due delivery 2 weeks ago.

I have paid for premier delivery I have spent thousands with the company over many years
Last weekend place order for my daughter bday to co e next day didn’t arrive I had explained to customer services evri don’t deliver on Sunday can there use royal nail as done parcel come by evri some are Royal Mail no response
Placed order again Saturday was told item would arrive Sunday by 8 pm after seeing email stating it with every knew it wouldn’t arrive it not fair to offer a service for next day pay for it if you cannot be bothered to use the right couriers to make sure the parcel get there next day it not hard other companies manage it it’s really annoyed me this time I’m looking at shopping elsewhere

It says 5-7 days but its end up to be 6-10

Firstly, there are two TP sites for Look Fantastic, so I am going to post this on both. I bought an Elemis gift set for my daughter. I weighed up whether to spend over £95 rather than just buy her the single item she requested for £60. But because it was offering a free gift worth £60 for over £95, I went for the full set which was £130. Sadly the free gift set didn’t arrive, and the company were very unhelpful when I asked for it, even denying that the offer wasn’t there when I bought it - which it was! It was very disappointing all round. They offered me a £15 voucher which I accepted as when I tried to email them them mailbox was full, and there is no contact phone number so I couldn’t be bothered with the hassle. So watch out for special offer promises, check first - but I don’t know how you’re supposed to do that!

I have been a good customer of LF for a while now but recently had poor customer service experiences when ordering items with free gifts that weren’t delivered - and yet even on delivery the website is still promoting these offers .. even worse when I contact customer service they are not helpful at all and just say we must have run out it is system generated! Not good as they are still advertising this free gifts and i only ordered because of the offer! Now if I want to return I have to pay to return yet they didnt deliver what was promised - so be careful if you are responding to offers - shame as I have enjoyed buying from LF until this last 2 experiences and often when there is an issue it is really important their customer service handle this well.. which they DIDNT

Awful customer service. I’ve paid for annual next day delivery. I am unexpectedly meeting someone tomorrow. I ordered an item as a gift for them and it hasn’t come. I’m only notified now. Contacted customer service. Despite explaining multiple
times I need it today or not at all they just kept telling me it will come tomorrow. They didn’t try to contact the courier company despite me asking them to. I use them a lot. I was eventually offered £2.00. I think I’ll just use SPACENK from now on.

Det gik helt som det skulle, dejlig nemt

In the past I have had great experiences with Look Fantastic.

This changed when yesterday I received my order, which was completely wrong. All the wrong items. I paid for next day delivery also and customer services are now saying I need to go out of my way to return the incorrect items THEY SENT OUT, and once this has been processed they can proceed with a refund or replacement.

I am happy to return the items but I would’ve expected a replacement to be sent out right away, I have never experienced this from any company I have ordered from with this issue. I am now out of pocket, having to go out of my way to post back items due to no fault of my own.

I needed the order this week before I went away- very disappointed 😞

Update- my issue has been resolved by Leah, thank you Leah