Review Time
Placed an order early September. It didn’t arrive and the tracking wasn’t updating so I contacted customer service. They advised it was lost and that they would send a replacement which they did. Which was lost by the carrier (EVRI), again. So they sent another replacement order… which was lost by the carrier, again. At this point they gave me a refund rather than send it again. So two months on and I never received my order and the whole thing was just a big waste of time. The customer service people I dealt with were nice and good at their jobs but that doesn’t make up for the fact that Look Fantastic can’t fulfill the basic premise of completing an order.
Honestly, don't bother. I placed an order on the 16th of September. Was first told it was delayed, then - after waiting a week or more - I chased and was told it was lost. Fair enough. They sent a replacement. SAME THING - Delay, then lost. They sent it AGAIN. IT HAPPENED AGAIN!!! I am now waiting for my fourth replacement which I have just been told is delayed again. This is 6 weeks after my initial order and between 30+ messages with the 'customer service team' (lol) who do nothing but give you vague things about being "sorry for the inconvenience" and telling me - after 5 weeks to 'please wait patiently'... Honestly, it would be hilarious if it wasn't so unbelievably poor. I ask 'why are these parcels taking so long to be sent', 'can they be sent today', 'can you send me tracking', 'can you send me a picture of the parcel with the address on it' and they just totally ignore what you're saying. The single worst shopping experience of my life. I have used LookFantastic for years in the UK but in Ireland I can only assume something is SERIOUSLY wrong with their system...Save your money, your time and your sanity and order from elsewhere cause this is beyond shocking.
So I placed an order at 4am uk time and I contact them to cancel the order at 7am uk time. They replied and said it’s already entered the dispatch process. However the courier didn’t pick it up until two days later, I feel something could have been done only a few hours after placing the order . So just out of laziness they didn’t bother cancelling. I was told to receive it and send it back from Dubai. I incurred £30 in custom charges for no reason. Beware
My order was lost and I’ve had to chase it down via customer service. I requested a replacement and requested it to be delivered via the express method as the originally order is late. I think this is a relatively easy and effective goodwill gesture to extend. This couldn’t be provided and I have yet to receive a confirmation email so I have no faith that it will be delivered. I do believe that look fantastic offered a better service in the past, however, that is not the case now. Worth noting in the run up to busy season.
I have been waiting for my order for more than 2 weeks now. As I understood there was some issue with the delivery company, they sent it back and I had to wait for it again. I do not mind that but at this point they are making an idiot out of me. I have been checking the store for delivery every 2 days until they decided to say ahh we made a mistake. I got an email a day ago that my parcel is ready, and I went to the shop that day and the today as well and I still have not received the delivery even though I have a barcode and an email saying it is there.I do jot care about that order, as it has just given me headache for the last 2 weeks, and I asked for a refund and let them work it out with the delivery company.However, I was told I have to wait for 3 days and then go and check AGAIN and then ask for refund if not there.Really bad customer service and I will not be buying with them again.Regards, Petra!
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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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