I made my initial order of a few items, including a damaged MAC Studio Fix Powder Plus foundation. When I opened the product’s box there was a substantial amount of powder on the outside of the compact and also on the inside of the compact, along with a chip in the powder. Following this, I wrote to the LOOKFANTASTIC customer service team. After providing a very thorough and detailed email/message, I received a message back asking to “Kindly please provide which exact item and quantity arrived damaged.For further processing for you.”. That is an exact excerpt from the first reply I got from a member of the customer service team, besides not making sense to me, this is after including every piece of information they could possibly require- including photos for the company’s convenience. Along with my order number and all the necessary dates and details. I was annoyed to say the least, especially as I was very much so looking forward to this particular item. Also for anyone trying to contact LOOKFANTASTIC customer service; on your account go yo “my account”, then scroll down and you will see “messages” and this is how you contact their customer service. I am leaving this here for others as I found it very hard to find myself. They do not, to my knowledge, communicate via phone or email. Not that I could find anyway.I was happy when the complaint was resolved, or so I thought at the time, when the next service member apologized and said that they were sending out a replacement. I replied when I was informed of this. I was pleased & relieved thinking the issue was resolved. However, the replacement arrived and besides the chip, I had the same problem. I personally take issue with this as it a pressed product so it should not be happening, and the obvious reason of not wanting to use anything that isn’t arriving in perfect condition on our skin- especially our facial skin. You might expect this from a loose powder product due to its consistency, but I have ordered and received both loose and pressed powders from LOOKFANTASTIC and other companies and never had this issue. To be honest, I wouldn’t have minded as much if the customer service wasn’t so poor. I spoke to someone different with all my encounters with LOOKFANTASTIC customer service. Eight and counting as I write this. In my opinion, only one, perhaps two have read my initial message in its entirety. Also, it’s very annoying that when the first product arrived it was marked “Now £20”. With the sale/discount I purchased this product for €32.36, which is the equivalent of £27.21. So I also am wondering why is the product marked for £7 less on its packaging than what I paid? This and the fact that two of the same product arrived faulty has me wondering was there a shipment they received that were all faulty in some way, hence the “ Now £20” sticker. This is just in my opinion, clearly, as along with not fixing my initial concern, they avoided answering many questions I had.The latest message thanked me for confirming I wanted a replacement for my replacement (I cannot believe I am writing that), which I did not. I am actually exhausted from dealing with their customer service. It is clear they are not reading my initial message/issue, or the following messages. There is a clear case of miscommunication amongst their customer service team, and it’s such a pity as I really do like the company. I have been trying to work with them to resolve the issue(s), but I am getting nowhere so at this point I have explained to them I will be having a major surgery in the next two weeks so to please just stop. It is too confusing, frustrating and stressful.I have loved all the things MAC since my teenage years, I am now in my 30’s. In the past I have used & loved the named product but in the shade NC15. As I am quite pale I said I would try a shade down. MAC never fails to disappoint. Other MAC items, along with other high end brands I have purchased from LOOKFANTASTIC have all been fine. It was just unfortunate this situation was dragged out and handled so poorly, repeatedly. Also, that two of the same product arrive not up to the standard one would think such a high profile company would hold themselves to. Honestly, I would recommend LOOKFANTASTIC for their wide range of brands & products, their prices & promotions and for the most part they are good. However if you encounter a problem, as I have relayed above, be prepared for confusing and frustrating customer service. Just pray all your items come in good condition. I’m including as much honest information, as I was asked to do and also that I think others should be aware of. That said I’m so exhausted and my mind is blown by the way this was handled so poorly I hope I am not forgetting anything. Wishing others a better experience that this one I had.
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As Europe’s number one online premium beauty retailer, LOOKFANTASTIC® is the ultimate destination for all your beauty needs. Carrying over 22,000 products with complimentary worldwide shipping to over 200 countries, we have become the online partner of choice for many leading brands including MAC, Kérastase and Yves Saint Laurent.
With a portfolio of over 660 premium brands onsite, revenue share grown 40% year on year in the last 4 years, making LOOKFANTASTIC® one of the most successful beauty websites globally. With unrivalled technology and a team of world-class experts, we have created over 30 localised sites in as many languages, and attracted over 10 million visits per month in 2017 alone; 71% of which were international.
As we continue to build our luxury portfolio of partners, we are constantly adapting to and welcoming new trends in the industry. With more clean, vegan and organic beauty brands than ever before across skin, hair and body care, we have everything onsite to suit every individual beauty need and concern.
LOOKFANTASTIC® is part of THG Holdings plc, a globally renowned end-to-end tech platform specialising in taking brands direct to consumers across the globe. Using its proprietary technology and infrastructure, THG Ingenuity, the Group enables brands to grow at scale while driving unrivalled value and continuous performance.
LOOKFANTASTIC® is driven by a desire to create brilliant customer experiences, which are built from the insight and data executed through our integrated technology and expertise. Widening access to premium beauty and empowering men and women all over the world, we are leading the online beauty movement. Dedicated to delivering the very best in beauty, we also have an onsite blog led by our team of experts. Whatever your beauty concern or question, we have a bank of educational content to help you look and feel fantastic.
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