Review Time
This customer services is shocking, the put an incomplete address on my parcel, so it couldnt be delivered. Im having awful trouble with them trying to get a refund, ive sent in the non receipt of goods form, they are still investigating, i sent proof from An Post (Irelands postal service) confirming incomplete address on Looksfantastic part and they are still not sending me my refund. Ive a different person messaging me everyday as if its a new query, no continuity, absolutely disgraceful company to deal with, i'll never be ordering from here again.
If I could give my experience zero stars, I would. I ordered an item on September 21. When I received it on September 24, I discovered it was faulty and immediately filed for a return with the company. I shipped it back September 29. According to the tracking, they received it in their warehouse October 23. I followed up multiple times over the next few weeks, to which they kept saying to expect a reply soon. As of November 22, when I followed up with them AGAIN, they finally responded and said "it has been confirmed now that the only items received into our warehouse were the ones that have been processed," which doesn't make ANY sense, and that they would not be issuing a refund. Absolute joke of a process. Avoid dealing with them at all costs.
Worst customer service. I had to contact them multiple times to get an update on my query as they just don't let you know what's going on for days . I am now told it'll take them two weeks to try to resolve it! TWO WEEKS! by this time I don't even want the products any longer, I can just source them locally!! Don't waste your money with this company!
I placed an order with Look Fantastic on October 20th, with delivery to my local Boots store. On October 25th, both Look Fantastic and their courier, Coll-8 Logistics, updated the tracking to say the parcel would arrive that day. However, the status never changed to "delivered." I checked with Boots that evening, and they confirmed they had not received the parcel.After that, I received no further updates. I reached out to both Look Fantastic and the courier. Look Fantastic submitted an inquiry about the whereabouts of the parcel with the courier, but the courier told me they couldn’t locate the parcel and suggested I check with Boots myself to see if it had arrived. I found this extremely concerning, as it’s the courier’s job to know if they delivered a parcel or not.Boots confirmed again that they hadn’t received the parcel. Then, on November 1st, both Look Fantastic and the courier updated the tracking information to say the parcel was “on the way.” On November 5th, the courier tracking changed again, this time to say the parcel was “returned to hub’’ as it had ‘’expired.’’I requested a refund, and a Look Fantastic representative named Amy told me the parcel had been marked “lost in transit” by the courier, and she offered me a refund or a replacement. I accepted the refund. However, soon after, another representative, Imogen, informed me she couldn’t process the refund or a replacement because the courier had pushed to continue with delivery. This is baffling, as I had already been told the parcel was lost. I simply want a refund for the items I paid for but never received. It’s clear that neither Look Fantastic nor Coll-8 Logistics know where my parcel is. This has been an incredibly frustrating experience.UPDATE:11/11/2024 Although Look Fantastic are refusing a refund because the courier are pushing for a delivery, there has been no new updated information from the courier. Look Fantastic have now changed their story to say the courier are ‘still investigating’ no longer ‘pushing for delivery’ and although I paid Look Fantastic, not the courier, I am being refused a refund for products I paid for in full and have not received from Look Fantastic.
I ordered my foundation from them as they were offering 30 days free Amazon Prime video with the purchase. When the voucher came through it was only 7 days so I emailed them. Kept getting very vague responses where they said they emailed me on a new link. I did not receive and email from them so contacted them again where they said they were “looking into why I wasn’t receiving their email” Surprise surprise no word since! Absolute load of baloney!!
I had difficulties with my deliver because of my postal service. I messaged lookfantastic and once I filled in the form for missing items tgey are replacing them. No fault of lookfantastic, but they dealt with it in a very empathic manner and I very much appreciate it.
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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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