LOOKFANTASTIC Reviews

130,156  Excellent
TrustScore 4.5 out of 5

4.4

In the Cosmetics Store category

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Reviews  130,156



Rated 1 out of 5 stars

Considerably delayed

Due to my past positive experiences, I placed an order with confidence on Sunday 10th March. It is now 26th March and still waiting! (Although I'm supposed to expect a delivery at some point today) - got a confirmation from Royal Mail so must be true!

10th March - order placed & processed;
11th March - Lookfantastic confirmed dispatch to Royal Mail & delivery estimated for 14th-15th, but will let me know when it's out for delivery;
15th March - Email from Lookfantastic to say delivery has been delayed but still on it's way and will be delivered ASAP.

The following days spent back and forth into both my email & online account for updates but nothing...

21st March - Messaged Customer Service & they replied:
"This was sent to you on 11-03-2022 and delivery is usually made within 3-5 working days. However, we do ask that you allow up to 7 working days for delivery before reporting the order as missing. If you have still not received the order by 22/03/2022, please let us know so that we can investigate this for you".
Well folks, if you exclude the Sunday as a 'non-working' day for Royal Mail then it doesn't take a genius to work out that more than 7 working days has elapsed.
22nd March - No sign of delivery.
23rd March - Messaged again and also to query about 20% discount which wasn't applied at checkout. Their response:
"Their courier team had a problem with getting the order out and they confirmed a request for a replacement has been processed and that I would receive a confirmation as soon as the items are sent".
As for the discount - apparently, my selected items were excluded from this offer even after spending the eligible amount to qualify. Misleading & false advertising at its best!
24th March - Messaged again to say how very disappointed & frustrated I was, as a selected item in the order was intended for a birthday present (2 days prior), and how embarrassed I was left feeling turning up at the birthday meal without the gift. Lookfantastic responded they were happy to offer me a gesture of goodwill of a 15% discount on my 'next purchase'.
25th March - I responded that
whilst I kindly accept your gesture of goodwill, I would prefer for it to be redeemed against this order instead. Why am I only eligible for your 'gesture of goodwill' on my next purchase?? It is THIS order that's the issue. It is THIS order that is considerably delayed, causing me grief, embarrassment and inconvenience because of YOUR incompetence!

Who would have thought that a UK based company would take so long for a delivery. I have had international deliveries made much quicker than this! Experience of dissatisfaction is an understatement this time.


Rated 5 out of 5 stars

Great overall service!

Ordered on the Friday afternoon an my Olaplex package arrived next morning as I paid for next day delivery, tracking was clear and precise packaging was good tho not OTT like some companies.
Olaplex 0 and 3 are great products just wish there was some offers on at time of ordering lol otherwise great overall service!!


Rated 5 out of 5 stars

Good choice of quality products

Always a good selection of top end quality products. Ordering process is easy and delivery prompt. Have placed many orders with the company and never had a negative issue. Would recommend you try. Always a bonus when there's an offer too. What's not to like as everyone loves a bargain.


Rated 5 out of 5 stars

Chloe was just the best

Chloe was just the best, & resolved my query so quickly, & efficiently. I don't know what I would have done without her.
Thank you Chloe, you're going places. 😊