LOOKFANTASTIC: Beauty & Makeup 4+

Products and service

I have been with look fantastic for a few years and brought many products, including being subscribed to there monthly products.
I just love it the products are really nice and you get to use things you would never would have.
The Christmas advent calendar was so good not only did I get one for my daughter when I saw the products I had to get one myself, not to mention the Valentines box which I just loved and also was really lovely.
I cannot recommend look fantastic enough xxxxx

Don’t sign up for Premium Delivery

My first order went smoothly and the items were great. During my first order I selected the Premier Delivery options which offers free next day delivery for 12 months for only £10. Obviously I thought this was a great offer so selected this service. When I went to place a second order today I only wanted one product totally £5. When I tried to checkout it was charging me for delivery so I was very confused. I had to dig deep into their website to find out that actually with Premier Delivery you still have to spend £10 to receive the free NDD. This is ridiculous because why am I paying for a service when I can’t use it freely. Not only this but then when I went to look for why I wasn’t receiving the free delivery on my next order I found out that the £10 fee is charged every year and is a RECURRING charge. Neither of these things were mentioned when I went to purchase their Premium Delivery. I obviously felt quite disappointed and like I had been mislead so I went to try to cancel the subscription, only to find that it’s not possible unless you contact them within 14 days of the Delivery purchase. This is ridiculous but I’m just lucky that I only purchased the Premium Delivery a few days ago so had time to talk to an agent and get them to cancel. Seems overall scammy and like they don’t care about their customers. Unfortunate since I loved my first order but I doubt I’ll be coming back after this experience. I wanted to love their brand :(

Don’t shop with lookfantastic

Don’t shop at lookfantastic- I spent over £250 with them in December for a parcel that wasn’t delivered, took until March for them to try and resolve it, and they’re refusing to refund me. May as well have put my money into thin air because I didn’t receive a single product from them. Their customer service is absolutely appalling- the worst online shopping experience I have ever had. Save yourself the trouble and shop with a different company.

Just for anyone reading these I’d like to point out that I’ve been asking lookfantastic to resolve this since December and it’s now March. I was also promised a refund twice in writing and told this was being processed and would be with my in 2-5 days. 2 weeks passed and I still had no refund. I contacted my bank who then told me this wasn’t the case and no refund was ever processed. Lookfantastic then told me they had changed their minds about refunding me. The package was not delivered, I have a 24hr concierge and got no email to confirm delivery and no signature was made to confirm delivery. They told me it was left in a “communal letterbox” which does not exist in the building I live in. It has clearly been delivered to the wrong building which I should have been refunded for in the first instance. They’ve essentially just stolen my money. The worst customer service experience I have ever had in my life. I should never have ordered from them.

Developer Response ,

Hi there. Thank you for your review and I am really sorry to hear of the experience you have received. Please can you contact through your online account asking for myself so I can look to resolve this for you? Kind regards, Tim.