" Received only part of my order, which I paid next day delivery for as really needed one of the items, which was the most expensive. However, I received all items bar the expensive one. The box was a little battered and was open from the bottom. It was handed to my father (who took receipt of the parcel) upside down, which he thought strange but put to one side until I got home. I contacted Lookfantastic to check if the item was in the parcel or expected on another day. They did not confirm this but said would send me out a form to investigate. They refused to contact the delivery company or to send me out a replacement or refund until the form was returned. They stipulated that the form must be hand signed & hand written - not typed - and only then would they investigate/look into the missing item & take action from there. I’m a genuine loyal customer and feel as if lookfantastic are basically saying we don’t believe you that the items missing and that I am being penalised for either the box splitting and the item dropping out (which I very much doubt - suspect the item was too large & would have needed to be forced out of the opening) or the delivery person taking the item. As I need the item & don’t have time to wait for a replacement or refund I’ve had to spend more money & purchase from elsewhere, whilst I wait for them to receive my hand written form and then to do an investigation. This A ridiculous long drawn out process - which only serves to cause unnecessary delays. There should be no delay in contacting the delivery company and ensuring the customer is not penalised but receives their item which they have paid for whilst investigations are under way. I’ve had to take matters into my own hands and contact the delivery company myself to inform them and ask them to look into this also. I’m really disappointed with the customer service and won’t be purchasing from look-fantastic again. "

"my wife purchased a £10 product supposed to be in a jar came smaller than a free sample in an oversized box after various emails and lies from them got a return label on line but because they wanted the item in original packaging, it would have fitted in a small envelope 20 times over, it cost £2.95 2nd class to return it was it worth the myther, waiting to see if my wife gets a refund from a firm who in our experience should not be trading in the way they do"

"I will never be buying a product from here again. The Estée Lauder foundation I bought was in a completely different bottle to the one it is usually in (when bought from Estée Lauder counters) and the foundation itself had definitely been watered down. When I spoke to the team at LookFantastic about this, they just said they were unable to look into this for me. Shocking service and I would definitely avoid buying any Estée Lauder foundation or any other product from them. "

"I bought the new Kerastace Extentioniste range -its awful and leaves my hair looking terrible,
I contacted Look Fantastic,they did absolutely nothing,and said as I'd used this product I could do nothing.
How does one find out a product is poor without using it?
Poor experience all round.
Order Number : 132724065-CAN'T REMEMBER PURCHASE DATE/THE BOX BELOW IS NOT LETTING ME CHANGE DATE"

"Bought a bottle of tanning lotion and the bottle came very badly damaged. The product had leaked all over the packaging. After taking pictures as they requested, I was refunded a small portion of the price and told I could still use the remainder of the product. The bottle was so damaged that it would not stand up and leaked in a lying position. After several emails, they said I could return the product at my cost. After reading all the reviews I am questioning whether they will refund the remainder of the sales price!"

"order more than a month ago for delivery to UAE, parcel 1/3 promised was dumped on the doorstep by the courier with no advance warning of delivery. Parcel 2/3 has not arrived and endless reams of emails going back and forth with the company still with no resolution despite a month of advising them I will not be in the country to receive a delivery 6 weeks after ordering - dead tracking links, no local contact for courier... parcel 3/3 cancelled because they don't advise out of stocks until after they have taken your money on ordering! Ordered 13th June, received 40% of the order, 4th July & still no sign of the goods from 2/3, cancelled 3/3 & no refund given for the cancelled product!

An absolute disgrace from a service perspective, and a dishonest company taking money and not delivering the goods - AVOID AT ALL COSTS. Use Cult Beauty instead - far more capable and transparent.

I am seeking a legal resolution against LookFantastic and will be reporting the company to the UAE Chamber of Commerce that they should not be permitted to operate a .ae business. "

"I purchased 50 pounds of products through Look fantastic.
However, they say they "delivered" the products to my house, but i didn't receive anything, its already been 3 weeks time and they don't want to give me a refund for them as investigations are still being made. Investigations of what???????????? Give me my product or refund me please!
Worst online shop ever, stay away from it. "

"I purchased a pot of Sarah Chapman Icon Night. Within 2 days use the top came off and it is not possible to replace. I spoke to Sarah Chapman and they know this is a bad design and have withdrawn it from sale on their site. On speak8ng to Look Fantastic I was told they would send me a free returns label by email. Nothing arrived. I had a very complicated mail from them telling me to upload a photo of the product to the form on their website and they would consider,
I WILL NEVER USE THIS COMPANY AGAIN! "

"Once u have placed an order, take it as u have donated to charity without a thank you. Continue to ruin ur remaining reputation. Lousy to the max. Waste time site."

"Ciera has the worst customer service I have ever experienced in online shopping. They will not give you your own order information if you forget your account log in information even if you have the order number and every other information that you need to place an order. She did not want to help from the beginning and just gave me attitude the whole time. The system itself is very glitchy and unreliable. Overall, a very sketch business."

"Just the worst, no sign of the product despite the tracking info.
Customer service says that they will recontact you but never do and then you hit the 40 days limit to get refund.

Stay away from it."

"I tried to cancel an order 15 minutes after being made and was not able to as the item had already been processed. Then had to wait a week for it to arrive, fill out the forms and pay for it to be posted back. So lame. Do you think Amazon would have survived with that kind of service?"

"Where to start? I ordered a Benefit Posietint. When I received it, it was only half the size of the one I wanted. This was my fault for not paying attention (even though there was only £2 between the mini and the full size, which is confusing). I informed them I wanted to send it back and they sent me a returns form. My printer was broken so I took the address from the form and drew up a 'return reason' form just as it was on the screen and sent it back. Got proof of postage and waited. This was on 13/02/18. Gave it a week and spoke to somebody who said they had not received it back yet. I said what would happen if they never received it back (as it should have arrived by then) and she said I would get a refund. Long story short, I'm still waiting and waiting. I feel I am communicating with robots, nothing seems personal and their attitude is indifferent at best. Poor communication, poor attitude and rather stupid staff who can't grasp what I am saying, They are either too thick to hold such a position, or they are con artists. They would rather keep hold of my money, less than £25 rather than refund in order to keep their reputation (such as it is). Avoid like the plague. Use someone who knows how the benefit of good customer service."

"Can't get my refund for a month now
I have paced and payed my order in November. One part of the order was cancelled by lookfantastic later due to supply shortage. They have promised to refund in 3-5 days, but I am waiting and asking for my money for about a month now. They now say that it was supposed to be a payment on despatch and I apparently am not getting my money back. So the conversation goes as follows: I say please refund what I have paid for sth that you have cancelled; they say it is payment on despatch, so you are not getting any. I feel not heard, not respected and have just unfortunately lost my temper and resolved to swearing in the chat (apologies). I would still like to receive a refund though.

this is the answer i keep on receiving
Unfortunately it appears that the order was cancelled due to the item being out of stock. Therefore as the order was never dispatched and so as suggested in our previous message no payment will have been taken as payment is received upon dispatch.

I HAVE PAID AND THE ORDER WAS CANCELLED THREE WEEKS AFTER MY PAYMENT WAS PLACED. I HAVE PROVIDED THE SCREENSHOTS FROM MY BANK TRANSACTION AND SCREENSHOTS FROM LF CONFIRMING RECEIVED PAYMENT."

"I’ve had the worst experience ever
I placed an order On lookfantastic.ae on the 23rd after countless of emails and messages I just picked it up from the central post office even though my address pobox and phone num were mentioned
There is no customer care
Emails are replayed on after 2days
Live chat is almost always unavailable with poor and unexperienced operators unable to answer Questions except for we are sorry for the inconvenience
DO NOT order from this site
"