If I could rate this company zero I would. I placed an order (one of many as I’m a regular customer) and paid for quick delivery. My order arrived in time which I was delighted with however I ordered 2items and only 1was in the box. I contacted the company straight away and was Happy when the advisor agreed to a refund. I would have taken a replacement however the item I did have in the box was a similar thing but different colour and I didn’t like it so would have returned it if I did have it. When my refund didn’t arrive 3 days later I contacted them again to which I was told it would be looked intoI was happy with this as I work in retail customer service myself and understand we need to go down certain routes. To my astonishment I was sent an abrupt email saying that I would not be getting a refund and my account had been closed so I could no longer order. I was so upset that I was now £48 out of pocket and I was being refused a refundI contacted them again and a lovely man tried to help me and assured that he would get this sorted. I was at work and it was taking a long time so asked if I could get him to contact me later or I would get back in touch. He said that because my account had been closed he couldn’t find a way to refund me but promised to resolve it as he understood why I was upset at this. I had some hope that things would work out. I then didn’t hear back from him and I got back in touch and from there in it was the worst service I’ve ever had. I was refused a refund and was told that the cctv was looked at and my items were placed in the box and that was that. I asked for proof of this and was told no. I’m now an out of pocket and have contacted trading standards who are on the case. This company have no customer care at all and have basically called me a liar and a thief to which I am appalled. This has caused me severe upset and anxiety and impacted me financially. I have purchased from this company many many times and my orders are always of high value. I have recommended friends and family to buy from here but I will warn people to stay away. You would think as a reputable company that they have a duty of care to the customer but clearly not. After your money is spent they don’t have an ounce of compassion or care for the customer at allWorst company ever!!! Terrible customer service if that’s even what you would call it.To make matters worse I’m asked to get back in touch and when I do it’s took me back to the very start. Thought it couldn’t get any worse.
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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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