Review Time
Update: after leaving this review, I was contacted by a member of their escalation team who processed my refund immediately and I received it today. I have updated the review to 4 stars based on this. Im giving 2 stars because I have used this company a number of times in the past without issue. However, I had an issue with a defective item on my recent order and it has been a nightmare to get this resolved. I requested a refund for a faulty product, but the Service Agent ignored this and sent a replacement, which I had no use for as I had had to source an alternative locally. I have been back and forth with the company now for almost 3 weeks, have had to pay to return the item, and am now having to chase up the refund for the original item AND the postage. Its infuriating.They say you should judge a company on how they react when things go wrong, and it seems this company makes it very difficult to resolve simple issues.
Since Brexit the service to Ireland has been awful. My order was over 1 week late despite it saying it was ready for delivery on the tracking. I got nowhere with the customer service team who had been waiting over 3 days from a response from the courier company. It's such a shame as the product range and discounts on offer are great! - update their note below about "not being able to find my account" is clearly untrue. I've had an account for 2+years and placed many orders.
Shipment lost and they basically don’t care, went back and forth trying to resolve with horrible customer service before I gave up and just cancelled my credit card charge. Then they sent me a nasty email saying all I had to do was deal with the postal office and locate the package myself and how dare I have cancelled the charge with my bank. Not really my problem, they should have insurance for lost packages.
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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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