I shop online a lot and also work in e-commerce and this is by far the worst experience I’ve ever had or seen. I ordered 4 items and paid for next day deliver. The next day delivery did not happen with the courier stating that no one was in. It was being delivered to my work address where there is a reception and always someone available. I checked the cameras to see if maybe they didn’t try the door or something and no van pulled in at all that day. So I left it thinking it would come the following day and again the same thing happened. This went on for days until it was marked as delivered but I received nothing. When I checked the photo confirming delivery, it looked like it was in an apartment building with lots of cubby holes and just left in the floor in front of that. Not safe at all and not at the delivery address given. Again I checked the cameras and no van pulled it and nothing came to our offices. I contacted lookfantastic who told me I needed to fill out a form at wait 3-5 days more to hear back from courier. I did this and politely asked if they could issue a free delivery code in the meantime as I purchased the other items elsewhere at this point as desperately needed them now but one item I couldn’t get in store so still wanted to order it. I was told no multiple times saying I needed to wait for this issue to conclude. It was crazy that I was prepared to spend my own money to replace it but kindly just asked for free delivery to cover and they denied it. I feel this was unreasonable but still just left it thinking it was only 3-5 days to wait. I was wrong. The 5 days elapsed and I heard nothing. So I contacted them to chase it up. Following this they told me it was because I didn’t sign my form manually, I did it digitally. This is not the case. It was printed signed manually by myself and scanned back in before sending to them. It was also acknowledged by an advisor and I was told it had been sent to the courier. Why would they tell me this if there was something missing or wrong? This really should be a simple check of the delivery scan location for them to see it’s no where near my address for them to issue a replacement or refund. At this point I’m becoming very unhopeful that I’ll ever get my money back and warn others to stay clear in case this happens to you too. It’s been time consuming and frustrating and I’m still out of pocket for quite a lot of money and still don’t have anything to show for it. They’ve been very unhelpful and there are other beauty sites to shop on instead.
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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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