Lookfantastic Arvostelua 1 543

Really disappointed to find out that I cannot use multiple gift vouchers for purchases on Look Fantastic. Really poor service. This is an online retailer I use a lot and therefore gutted that I can only buy one product at a time or pay for the difference myself. Would not have asked friends to buy me them if I knew this was the case

I’m disgusted with how I’ve been treated by look fantastic. I had an issue with an order and I’ve been blocked from ordering from them. No context of the reason, nothing explained to me whatsoever. I’ve now tried to order my son’s uniform from matalan and it’s affected this website too as my order was cancelled. Frankly I have no interest in shopping with LOOKFANTASTIC after the way I’ve been treated but for this to affect other websites too isn’t right! I’m absolutely furious…. AVOID this company!

Customer service is awful.
I used the live chat feature to see if I could cancel my order, as I mistakenly ordered for 2-5 days shipping and not next day delivery, when I needed the items next day.
The order stated it was still processing so I contacted the customer service - the agent I spoke to did not introduce themselves, their responses were blunt and came across as rude. Won’t be using look fantastic again after spending 1000s on their site.

I am absolutely furious with Lookfantastic and The Hut Group. I returned items on 21 April 2026 via EVRI Customer Drop Off. I have clear proof of postage with tracking number HZYEJD0759035439 (still shows “in transit” nearly eight weeks later).
I sent the postage receipt multiple times via email and live chat. Their live chat team even lied to me and said the refund had been processed (I have screenshots). Every time I followed up they gave generic replies, asked for the same information again and again, and then suddenly referred it to “investigations”.
After weeks of chasing, their Investigations Team has now refused my refund, claiming “inconsistencies” with EVRI and the parcel shop without providing any evidence or details of what those inconsistencies are. They have also closed my account and said they will no longer accept orders from me. This feels like a deliberate tactic to avoid giving me the refund I am legally entitled to under the Consumer Rights Act.
I have provided everything they asked for (receipt, tracking, shop address, etc.) and they are still refusing to process the refund or even properly investigate why a parcel sent nearly two months ago hasn’t reached their warehouse.
This is appalling customer service. They have wasted hours of my time, lied repeatedly, and are now punishing me for chasing my own money. I will now escalated to my bank for a chargeback and will be complaining to Trading Standards and the Consumer Ombudsman.
Do not buy from Lookfantastic. They will happily take your money but make it almost impossible to get a refund even when you have clear proof of return. Stay away - no wonder they have 1 star reviews.
Order number: 749481769

I have bought three perfumes worth over £200. Look Fantastic delivered just one perfume and I reported immediately on their page and sent photograph evidence without even removing from the box, the only perfume sent. They agreed to send a replacement three times but later turned around days later to say they wouldn’t as their CCTV camera showed all orders were packed. They are refused to send the remaining two perfumes worth £171 nor send a refund. They also closed down my account immediately. I don’t have access to my chats with their agents as well as the photograph I sent. The box used to deliver the item could not even contain the three perfumes comfortably together with packing materials. I still have the box. This is absolute madness!!! This is not my first time buying from them but never thought to read reviews until this happened!!!! and I can see that it is their norm to lie on CCTV Camera. I want my orders or my money.

I happened to pop into this store whilst on a birthday weekend break. Having left my bag on the train, I had no make up or skin care. I popped into the store on the Friday evening to pick up some items, explained what had happened and was told to arrive at store the following day at 10am and that the girls would do my full skincare and make up for free. Not knowing what to expect, I arrived on the Saturday and was blown away by their care, attention to detail and effort. Ying completed a full look including skincare and was so helpful, thoughtful and attentive. She went above and beyond to help me and was really sympathetic to my situation. She even put some fake tan on for me as we were heading out to the local Beer Festival. She also provided me with some samples so I could take mini skincare and make up with me next time I travelled. She was incredible and I have never experienced customer care like this before! I would definitely recommend and cannot thank Ying or the girls enough!

The WORST customer services ever. I’ve spent hours trying to organise a return, not been refunded for the previous one, both returns are for the beauty box which is RUBBISH!! Don’t subscribe to the beauty box, the products are terrible, it’s not value for money, impossible to return, customer services are awful, app is clunky… and i paid for a year’s next day delivery. Something i
won’t be using anymore… back to another online retailer i guess, where i can at least get a response

I have spent thousands with this company and have been a loyal customer for years. I recently within a month ordered an LED Mask not cheap over £300. It has stopped charging within a month so I try to call them - no telephone number. I then try to escalate this online I get AI eventually after 20 mins I’m passed to an agent who tells me I have to return the item even though I can provide videos of the fault but this is the best bit I have to weigh the package and give dimensions or they cannot post it back. I then ask them to transfer this to a manger for me to speak to them and then call me. I get told we have no landlines in the company but I hope this is resolved. I ask for the chat to be emailed to me so I have a record. I get told take a screenshot then I get asked to rate her interaction with me

Disgusting service received from Look Fantastic. Had an order delivered and two items were missing. I advised customer service as soon as possible and they advised they checked their CCTV and the items were packed in my order. I DID NOT RECEIVE THEM and I was basically called a liar and my account was closed. Bear in mind I would order monthly from them. I’m appalled that I was shrugged off and my account was closed for something that isn’t my fault and I’ve been labeled a liar, appalling. Do not use.

They refused to refund an item is sent back on 28 may and are not giving me
a tracking number to send the item back, repeatedly giving me the runaround about a "warehouse” investigation. I have paid for a product and do not have it and despite numerous messages I have not got anywhere since last week.
I was emailed yesterday morning that my item would be dispatched within 48 hours but despite messaging them back 4 times I have still not heard anything else.

If there was a 0 stars option, they’d get that! The item I ordered never arrived! When I used the chat function I was told they would sort a replacement and that a confirmation email would be with me within the next 3-5 working days. I asked if an email was going to take that long, when could I expect my order?! I was told all of that information would be in the email. I asked to make a complaint and then got no response.
Disgusting customer service!!!!

The worst company of all time , I received an empty package that was suppose to be a dyson airwrap - the company have ignored me for several weeks. An absolute disgrace - do not use under any circumstances

I ordered a beauty bag for my friend’s birthday and it arrived with one of the products missing. The bag was open on arrival so it was either stolen by staff packing or there was a lack of quality control/care.
I contacted customer service, which was a struggle in itself as the messaging platform on the website doesn’t work, and explained that I needed help as I’m due to see my friend in three days time. The response I’ve got was completely unhelpful, offering no viable solutions.
I thought lookfantastic was a brand that I could trust, but based on my experience and the other one star reviews here, it isn’t what it was
I asked my complaint to be escalated and I’m being fobbed off that “no managers are around” so there’s clearly no intention of actually trying to help me or resolve anything.
Beyond appalling. Do not waste your hard earned money with these cowboys!!!!!

EDIT: Don’t be fooled by the response purporting to be reaching out and resolving. They don’t actually respond to that either.

Order some perfume, tracking became available next day the tracking information say “ we’re sorry but we do not appear to have received your consignment from sender. It’s says that for 4 days so I contacted look fantastic and they said ohh yeah your order has went missing would you like to re order or refund, I went with refund for the reason my order has went missing why was it up to me to contact them instead of them contacting me, think it’s a joke and would definitely not order again.

Absolutely appalling customer service from Lookfantastic, should have read these reviews first.

I placed my first order with them and paid £4 delivery, which is fine until I realised they use Evri as their courier - this isn’t stated when you check out. I immediately contacted customer service because I’ve recently had multiple failed deliveries through Evri, including a £100 order from another retailer that never arrived despite me living in a city centre with a perfectly accessible address.

I explained all of this politely and in detail, including that Evri had already started using the usual excuse of “having difficulty accessing the address.” I asked if they could either cancel/refund the order before it disappeared into the Evri void, or help communicate with the courier directly.

The reply was simply:
“We will request for a refund once the parcel has been sent back to us.”

No empathy, no attempt to help, no reassurance, and no accountability whatsoever. Just “wait indefinitely and hope for the best.”

For a company of this size, the customer support is shockingly poor. If you knowingly choose to use a courier with such a bad reputation, the least you can do is provide competent support when problems inevitably happen.

This was my first order with Lookfantastic and it will absolutely be my last.

Ordered some makeup for my holiday on the 5th May and still haven't received it as of the 12th May. I've spoken to look fantastic and they have said they would dispatch a replacement which I expected to be posted out the next day but yet to receive an email 24 hours later. Contacted them again today and they are telling me it could be up to 48 hours before they dispatch. You'd think they would get a replacement out asap if a parcel goes missing.
No order update on my account and apparently I just have to wait and hope it gets dispatched and delivered before I go away in a couple of days.
Chat on look fantastic tell me they don't have the option to expedite the order that went missing.
Not happy! I feel that if items go missing then they should be sent out the next day as a gesture of good will.

I bought a Nuface and it didn’t work, so I informed them that I wanted to exchange it. After sending it back, there was silence for two weeks. When I contacted them, they said they hadn’t received it and asked me to prove I had sent it. I provided proof, since I had shipped it using their own provided label. I could see that the parcel had already been delivered to them 10 days earlier.
When they finally admitted their mistake, I said I no longer wanted an exchange because quite a lot of time had already passed, and I preferred a refund instead. They replied that the refund would be processed within 3–5 working days. However, after two weeks I had to contact them again. Only then did they properly register the return and again said the refund would take 3–5 working days.
Tomorrow will be the 5th day, and it has already been almost a month and a half since I returned the item. If I don’t receive the refund, I will have to contact them again, but their system is very poor. You can’t just email them directly — you have to communicate through chatbots on their website, and sometimes all agents are busy, so it just goes in circles. It has been extremely exhausting. I regret buying from them.

So after 5 weeks of going round in circles about a refund or replacement for a non delivery I have decided to issue a letter of action against this company. It took me 7, yes 7 messages to obtain an actual address for correspondence to serve the letter before they provided me with an address. It’s not about the money - it’s the principle that companies should not get away with such abysmal so called ‘customer service’. Stay away from this company

I’m extremely disappointed with my experience with Lookfantastic.

I purchased a Slip silk pillowcase in December 2024, and after around 16 months of normal use, the stitching came apart, making it unusable. Given the price and quality claims of the product, I would expect it to last much longer.

I contacted customer service to raise this as a faulty item, but my claim was repeatedly dismissed based on their 30-day returns policy—which is completely irrelevant in this situation. This is not a change-of-mind return, but a durability issue.

Even after clearly referencing my rights under the Consumer Rights Act 2015 and submitting a formal complaint, they continued to refuse to help and eventually stopped responding altogether.

Very poor customer service and a lack of understanding (or disregard) of basic consumer rights. I would not feel confident purchasing from Lookfantastic again.

In reply to your response….

Thank you for your response, however this does not address my complaint.

Your Customer Relations Team has stated that you are unable to assist because the item was purchased over 12 months ago. This is incorrect under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality and durable, with claims allowed beyond 12 months.

I have repeatedly explained that this is a faulty item (stitching coming apart after normal use), not a return under your 30-day policy.

Please can this now be properly reviewed in line with my statutory rights, rather than referring me back to the same incorrect response.

Kind regards,
Jade

Absolutely shocking service from look fantastic! Order was lost in Evri’s system. They are trying to make every excuse not to refund me. Even using clearpay as an excuse because I opened a dispute! Avoid at all costs ! I will never use them again.
Update * They have now refunded me after constantly messaging them and getting a dispute raised. However, I still stand by the comment above.