I ordered Estee Lauder serum when it was on offer at the end of October. On the first day of possible delivery, I received a huge box only to find a huge makeup mirror and no signs of any serum. I contacted LookFantastic to say I'd received the wrong item. I had to jump through endless hoops in proving I'd been sent the wrong item before they issued me a returns label. I was told the correct item would only be posted once they had received the incorrect item. I posted the incorrect item back within days of having received it. I obtained proof of postage as they provided me with a Royal Mail postage returns label. A couple of weeks later, I had received no news. I chased them about the serum only to be told that their factory hadn't received the return; they asked me to provide proof of postage. I evidenced the proof of postage, showing them I had returned the incorrect item in the same week they had sent it to me, never to hear from them again. To date, I have not received the serum and have had no further correspondence from them, despite writing them a letter. I am out of pocket for £106 and they have not agreed to issue a refund. My account on LookFantastic is no longer accessible and I have been unable to send them messages. I believe they have deactivated my account. I am now having to go through my card provider to gain a resolution. This is not the first time I have had an issue with LookFantastic - there are times when they have cancelled orders or I've had to chase an item. However, this is the worst customer service I have ever received. I have been charged for an item I never received and they have refused to provide a refund. This whole situation is unacceptable. I would warn other customers of being wary about purchasing any items from this company. It is 5 months on and I am still fighting to get a refund for an item I never received.
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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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