Lookfantastic Arvostelua 4 441

Absolutely AWFUL customer service!

Firstly to get through to anyone who has any power to solve issues is pretty impossible.
Secondly I placed an over of around £250 via next day delivery, it was meant to be delivered the next day which was Sunday just passed, no delivery came. No notes on the tracking- nothing. The next day it was scanned as delivered at royal mail delivery office which is obviously an error in scanning as it should only be scanned as delivered when at the delivery location- which it was not and tracking showed this. I followed up with royal mail who confirmed the parcel had not been delivered, they did not know the location of the parcel and they raised an investigation.
I then went back to lookfantastic and confirmed I was not in reciept and accepted their investigations terms. I was told by an agent on TUESDAY that they had put in for a replacement order and this would be sent via the delivery method I originally purchased. The next day still no dispatch confirmation. I contacted them again and they confirmed a replacement had been put in and then a manager confirmed it would take between 24-48 hours for approval and dispatch. Then yesterday again I contacted them...they then messaged saying they had put in a replacement request...despite 2 advisors already telling me this had been done the day before! Time wasting and lies! So when i questioned how they had put in another replacement request when supposedly this had already been done they answered with some nonsense generic reply which didn't answer my question .
Today again no dispatch confirmation! It is now overdue 48 hours since I was originally told and still nothing. So again today I questioned a manager. She told me it would take 24/48 hours from yesterday to accept and dispatch...despite the fact I was already told this 2 days before and the time of 48 hrs had already passed!
So basically they are lying about the actions they are taking and delaying sorting anything! Despite how much loyalty I have had with this company and money I have spent with them!
They have not delivered what i ordered and it is their responsibility to sort that. This company just delay delay delay. Fake actions they supposedly say they done days before, deny you actual contact details for anyone higher up who could help and days later still have not provided me with what I paid for! Completely illegal under the consumer rights act 2015 and I will be reporting how they deal with customers etc on every social media platform I can.

How dare they not replace my items that ive ALREADY PAID FOR! AND THEN LIE AND LIE AND DELAY AND DELAY.

48 HOURS HAS PASSED SO SEND ME MY ITEMS TODAY OR I WILL BE REPORTING THIS AS ILLEGAL ACTIVITIES! BTW I took screen shots of all conversations I had with your company which prove you lot have been lying and delaying progress!
I also know a lot of big influencers who can easily lose you A LOT of customers!

Send me what i paid for TODAY!

Easy. Good price.

Please don't ever use Look Fantastic. Ordered over £150 worth of goods and only one item was delivered. They refuse to refund or replace the items not delivered, totalling around £120. They say that their CCTV shows that the items were packed together, they were not! They have basically accused me of lying and stealing and have closed my account so I cannot communicate with them. Trust Pilot is a SCAM.

Reference your last comment, the matter has not been resolved, you HAVE NOT issued me with a refund or replacement you have instead CLOSED MY ACCOUNT AND ACCUSED ME OF LYING AND STEALING FROM YOU.
This is not a resolution as per the Consumer Rights Act 2015. You are in breach of your obligations.

Easy to find what I needed. And the price was ok. Found a good coupon online. Love it. Can’t wait to get my products ♥️♥️♥️

Received an item,face cream that looked only 50 percent full.No bar code on the jar.Want to return and unable to get a straightforward answer without being asked to upload photos,which I am unable to do.Sent photos of the item to email address for complaints.Disgusting.Just want a return and refund which surely by law I'm entitled to.Generic reply via app,messages are useless.

Altid gode tilbud og priser. Love it.

I ordered the eater egg. Arrived quickly but I was disappointed with the size of most of the items. They were not full size which when you read the description it leads you to believe that they would be; the photo of the items do show the actual quantity. They put full size in the description and the cost, it's most deceptive. I will never order from them again as.

It has the things I need and I love that

Min pakke er også afleveret langt fra hvor jeg bor. Desuden er der ingen koder eller anvisning til at åbne boksen. I må da være helt forkerte på når I bestiller Fragt.
Hvad sker der?
Koder har jeg fået men det er stadig en biltur på 15-20 min
Ordre nr 662423063

I occasionally receive gift cards for birthdays and Christmas from family, and use these to make orders worth over £25. However I'm still charged for delivery each time, despite LookFantastic stating free delivery and having received the full purchase value of each order. I queried this with my last order in November 2024 and didn't receive a response. I've now made another order with a new gift card and been charged again! Why are customers celebrating special occasions disadvantaged here?
I had a similar situation previously with CultBeauty who were happy to refund the delivery charge. In future I will ask family for gift cards through CultBeauty instead, as LookFantastic's customer service is poor.

Edit:
LookFantastic have been in touch to say they have refunded the delivery charge this time as a goodwill gesture, which I’m grateful for. However they have confirmed that offers can’t be used along with gift cards. This is disappointing and I would encourage them to review a policy that disadvantages customers using that payment method. At the end of the day, they are still receiving the same payment amount as from those paying full cash.

Noget er gået galt i deres system og min pakke er leveret til en pakkebox 2 timer væk. Fået besked fra kundeservice som ikke tager højde for det. Vil gerne have mine penge retur, så jeg kan købe mine varer et andet sted…

Package was delivered at wrong place please help

Jeg bestilte en vare fra Look Fantastisk alene af den grund at der medfulgte en gratis gave. Da jeg modtager min ordrebekræftelse undrer det mig at der ikke noget om gaven, jeg skriver derfor til dem 4 min. efter at ordren er placeret. 30 min. efter svarer de på chatten. Mens jeg venter på at de svare modtager jeg desuden en besked om at ordrelabel er blevet printet så min pakke er videre i systemet. Da jeg endelig kommer igennem på chatten får jeg af vide at de ikke kan tilføje den gratis gave som de havde lovet mig. Da jeg beder om at ordren skal annulleres siger de at det kan de ikke for ordrelabel er allerede udskrevet. Det eneste jeg kan gøre er at returnere pakken til dem når den kommer frem hvis ikke jeg vil have den. Ikke en særlig bæredygtig løsning, det er i hvert fald tydeligt at det ikke er noget de går op i. Hvis de gjorde det havde de tilføjet den gave eller annulleret orden. Det kunne de nok godt selvom pakkelabel var printet, det virker mere som om at de ikke gad. Virkelig dårlig kundeservice. Har aldrig oplevet noget lignende. Til sidst lukkede de desuden bare chatten i stedet for at finde en ordentlig løsning der gav mening for alle parter. Jeg handler der aldrig igen og vil fraråde alle at gøre det!

Edit/tilføjelse: I svarer mig at I har løst problemet, men problemet er jo på ingen måde løst? Det eneste I har gjort siden min anmeldelsen er at lyve om at kampagnen udløb i marts, men når man går ind nu, er kampagnen stadig aktiv. Det sgu useriøst.

Nem og overskuelig hjemmeside…kunne dog godt tænke mig muligheden for at betale med MobilePay

Disgusting customer service!.. item received half empty, weeks of back and forth messages to customer service , still no solution. Returning a faulty item should be a straight forward process, this will be the last time I order through this disgraceful company. No wonder the ratings are bad!…
you’ve been warned !

Order number 652729605

Ordered sales items on 18/3 and payment was taken immediately. I am now being told that items are delayed as out of stock and I haven’t been charged. Even after sending a screenshot to customer service of the payment they seem to be denying charging me and have told me to take it up with my credit card company. Terrible customer service!

order for a mothers day gift, stipulated 1-2 working days delivery, 7 days down the line still not received, contacted customer service to be told it wasn't in stock and didn't know when they would be getting more stock in. asked why they would advertise a product they don't have and wasn't give an explanation left looking for alternatives at short notice.

Jeg har bestilt en vare fra Lookfantastic, men desværre nåede jeg ikke at hente min ordre inden tidsfristen, og den er derfor blevet returneret til udleveringsstedet.

Jeg har allerede skrevet til kundeservice to gange for at få en løsning, da jeg gerne vil have ordren sendt tilbage til mig, men hver gang får jeg blot at vide, at ordren er leveret succesfuldt og ikke en løsning på, hvordan jeg kan få den sendt tilbage.

Jeg synes, det er meget frustrerende, at der ikke bliver taget hensyn til, at jeg faktisk ønsker at modtage min ordre, og at der ikke gives en klar vejledning om, hvordan jeg kan få den sendt til mig igen. Jeg forventer en mere konstruktiv respons fra kundeservice og en løsning på problemet.

Jeg håber, at Lookfantastic tager denne feedback seriøst og handler hurtigt på min henvendelse.

Nemt at handle & ok priser - men man kan ikke vælge pakkeboks eller afhentningssted