Look FantasticReviews 650

Beware, they won't post a negative review!

I made a large purchase with multiple items, most of them were new to me. Some of the items were rubbish, so I decided to post reviews as well as for the products that I loved. Few days later I checked and my positive reviews were posted and the negative ones weren't!

I emailed them asking why is that, and it is now over a month later - still haven't heard from them. I will write a letter to the Directors (I have access to the Company registration details).

Regards,
Jane

I ordered a set of toiletries for my husbands birthday. They charged my debit card but the items didn't arrive. When I contacted their on-line help to ask what the delay was, they said they couldn't do anything for a further 5 days, which was after his birthday. They had 3 weeks to get this delivered. Today, on his birthday I asked what happened, and apparently the courier had lost the package - but why couldn't they have asked that 5 days ago? It only took them 20 seconds to get the answer. I've asked for a refund and they've sent me a form to fill in, to allow them to investigate, even though they know what's happened. I have to print it out and sign it, then scan it in, before they will consider giving me my money back. My husband hasn't got the gifts I wanted him to have because they wouldn't act when I initially contacted them. And I'm spending even more time now sorting this out just to get my money back. I'm very disappointed.

Please do not order from this site. I have used them for years without any problems, then I place an order for an expensive item (£100) and it goes missing. I ordered this item for my wedding and allowed 3 weeks for it to arrive.
They really are unhelpful. They don't read email messages correctly, that is when they eventually get round to ordering them. They make false promises. I'm having to call constantly to try and get my money back.

I ordered - by mistake - a number of items from this place about 2 months ago and wrote immediately to get the order cancelled - no response at all until after 2 days where they have send the package, regardless. Suddenly I do get a response in the form of regret over that order is against my wish has been posted, but that I just need to return it when it arrives.

The package arrives with the postman after few days and I refuse to receive it, as we (in Denmark at least) usually do in these kind of situations and the package returns by post man.

This is now 6 weeks ago and it is impossible to get my money refunded! Why? Because Lookfantastic.com can't find the returnd package. What would assume not to be my problem as I've never had the package in my posession. However; according to Lookfantastic's guidelines (or at least according to their absolutely lousy support) it is my responsibility as I have rejected it.

Any attempt to explain to them that the package is returning on the same parcel number as when they them self sent it off, and again NEVER were in my possession and therefore can't possibly be my responsibility is speaking for the deaf ears.

Never again will i shop through that place (despite earlier ok experiences and I actually recommended it to friends several times. Will undo that mistake asap) - this is the most arrogant and fraudulent place i have come across.

My first order went well, everything showed up in a reasonable timeframe, but my second and third orders, never showed up, and when I asked if I should be worried (it does take longer for things to get to me because I'm in Canada, guess I should've inquired sooner anyway) I was simply told it'd been longer than 40 days and they couldn't help me. My question wasn't answered, and I felt very dismissed. I spent over $100 and half of the order was a present for someone else, I ended up just buying something else local. All the same, this is straight up ridiculous, and I noticed a few posts last time I wrote a review, for my first order, that other people had the same issue: first time they ordered something, no problems, but after that they didn't get things they'd ordered. I figured it was just bad luck for those people but maybe it really is a trend for this site. Overall, I'm thoroughly displeased and don't think I'll ever try this site again, and won't be recommending it to anyone else.

I will never, EVER order from this awful site again. I placed an order for several kerastase products nearly two months ago only to never receive the products and still have the 76euro debited from my account. I filled out the required form to say I had never received the goods and was told it was never received via post. I then faxed the form with a cover letter off to the company, to be told the ridiculous story that while they had received the cover letter, they had not received the missing goods form despite them having been sent at the exact same time. I have faxed off ANOTHER form today with still no response. If my issue is not resolved by this time tomorrow I will be initiating legal action against the company.

It appears that LF's idea of customer service is having scores of customer service officers armed with standard textbook replies to your genuine concerns and queries. While I understand the need for consistency in how queries are dealt with, I have had my questions and issues brushed aside and ignored with a 'I am sorry... (repeat the obvious)'

In fact, my credit card was charged for an order I did not complete. I had not even selected the option to pay by credit card for that particular order. However, when I checked on a different order and found that they wanted my credit card details updated, I did just that. Later, I found that I had been charged for the other order that I did not complete. Basically, my card had been charged without my authorisation.

When I sent a message highlighting this, LF's response was 'I am sorry that your card has been charged, the item has been dispatched and will be due with you shortly.'

Aside from the fact that I've been charged for an order I did not complete or intend to complete, their response to this has been completely unacceptable. I have shopped at other websites and never had such terrible customer service. Needless to say, I do not trust LF with my credit card details anymore.

I've been a LookFantastic customer for years and had different cases. But what I can say for sure is that their customer service is getting worse over time! It's now absolutely unacceptable!
I placed my 134 GBP order (!) late in May and it has been dispatched June 1st. In 20 days, when I didn't get my parcel, I contacted Customer Service asking for a bar code which is a must for any international delivery and has nothing to delivery option local tracking code. I had to ask on this several times and this request has been ignored again and again by every new support person taking my requests. Finally, they asked me to submit a Disclaimer Form to *******@lookfantastic.com, which I did, asking in the message to replace the order to a different address, as the last one was not valid anymore. That new different address has been also listed in my account as "favorite". Later that day I received an Order Dispatched message, and - surprise! - the replacement has been sent to the old address.
I contacted customer support and care@ immediately, pointing their attention to the mistake and again asking for a bar code to be able to somehow track the parcel or claim it on my postal, since I have no chance to know, when it's delivered or probably lost. Holy cow, I had to write this request at least 10 times, no kidding! NOBODY on LF side even tried to read the thread and continued answering meaningless crap on this.

Now it's the most interesting part! Finally, I've got the attention of their Customer Relations Executive. She told me that they are unable to take liability for any lost orders, as they have despatched my order to the address provided on my account! When I disagreed, saying that I clearly stated on the address where to send the replacement and also they had to confirm the address with me, if taking one from my account where I have several addresses, the answer turned to be even more ridiculous:

"I can confirm that your original order was despatched to the address you provided. After further investigation you confirmed the address was incorrect after the replacement was sent."

Am I blind or something?! I can see exactly what address I have provided in my email to care@, why BS me? Why of a sudden it's my mistake?

I'm so pissed. It was indeed my last order on LF.
People, when you give them 5 stars for a product you like, remember, that the one you're to send your thanks is manufacturer. As an online store, LF is seriously bad. That's sad, because I loved them and remember the times, when everything was nice and seamless.

I purchased a GHD hairdryer from Lookfantsic without knowing it comes with a UK plug (info not mentioned on the website) so I returned it immediately. The hairdryer was returned to their warehouse on 6/11, and I have been contacting their customer service ever since. Each respondent said she would give me update shortly but there was no update whatsoever. I am very angry of the money I paid (hairdryer $150 + usps return postage $60=$210) and lost. Do not trust this company!

7/6 update-customer care replied and yet still no update on my return and refund. This has been going back and forth at least 10 times in the one month period after my returne delivered at their warehouse. It is very frustrating that I have to chase them and trying to find out the whereabouts of my return and refund. Each representative says he or she will reply shortly and I never, never got an update from them. To this date, I am quite positive that I would never get my money back. Such a scam! I will contunue to escalate my concern until the company proves they are trustworthy and reliable to the customers. That's it! Give me money back.

I ordered a product from Look Fantastic - it was not delivered within the 10 days they said it would be. When I tracked it - they said I gave the wrong address (I did not). When I contacted Look Fantastic customer service, they gave me the wrong courier company name and so I had to contact their customer service again. They then told me to contact the courier company myself and organize to collect the package myself - laughable considering I had paid extra for delivery! Finally having trawled through the Look Fantastic site to find the name of the courier company, I contacted them directly and they told me that they had contacted Look Fantastic for a contact telephone number in order to deliver the package but the no body from Look Fantastic got back to them.
I found the customer service team at Look Fantastic utterly useless at resolving this situation and would not use Look Fantastic in the future, in fact I would go so far as to say that I would dissuade a friend from using Look Fantastic.

I have probably purchased about 6-8 products from this site in the past. All orders were delivered fine. However I placed an order near the end of February which has still not been received. I would possibly be understanding if they were able to give a reason for this, such as the item being out of stock. However, every time I query it with them they simply say they will check with their warehouse and get back to me. They never return back to me. I asked for a refund two weeks ago, which they agreed to get their IT department to do. Have I received the refund? NO. I will not think of buying from them again. Customer Service is frustrating to say the least. I will gladly pay more at a website that is more reputable.

BEWARE, RIP-OFF. A bunch of deceitful amateurs - AVOID. They don't honour the promotions they feature on the site.

The site offered 15% off when you buy two identical Redken items. When I ordered two the checkout total didn't reflect this.

I complained and they tried to say that the discount was already in the price on the site, which makes no sense.

When I explained their behaviour was in contravention of UK Trading Standards and therefore illegal, they didn't reply but took the offer down.

They now are saying 'Spring Sale 25% off', but the price is the same as before - again a breach of Trading Standards as they haven't sold at the higher price.

Don't go near them.