"Extremely poor experience and suspect they deliberately trick people to their site with great offers they cannot deliver. Ups...our supplier can not deliver :-(
Their logistics and deliver is also very poor in those few cases you actually get the product. No willingness or flexibility to help out getting a similar order to the same price when they (AFTER A MONTH!!) inform me they cannot deliver. I bought products during Black Friday and as a minimum I asked to get the same price with my re-order. Denied by Eva in Nordic Customer Service.I will cancel my profile with them and suggest you look to some of the other similar websites like Escentuals.com, which I have had good experiences with."
"I HAD ORERED A BABY QUASAR SET ON DEC 2, 2017 ... ITS JAN 3, 2018 AND STILL NO NEWS. I HAVE WRITTEN SEVERAL TIMES TO THEM; NO NEWS OF REFUND EITHER. CAN SOMEONE HELP"
"This company is terrible in communication, customer service, product quality and delivery. With so many other beauty websites out there this one should be avoided. First, their communication while handling my shipping information was dodgey at best. I just held my breath and hoped I would receive the product. Three weeks later it finally arrive. My second problem is that I ordered an electronic hair styling tool on their French website assumeing I would recieve the appropriate plug for the European market. Well, I was sadly mistaken. They sent me the product for a U.K. Plug. When I contacted customer service their best suggestion was to buy an adaptor. So basically if you're ordering from this site outside the U.K. You will not properly be able to use your electronic tool. (Such a huge waste of money!) I didn't order the product to use it with an adaptor. To speak with someone on the phone was impossible and when I asked I received a short smug reply. They certainly lack any kind of customer service skills. With these three things that went wrong while dealing with this company, I will never order from them again and do not recommend their site. "
"I ordered a product two weeks ago and it still hasn't arrived. Service reps blow off any email queries. Avoid this company."
"WE PURCHASED AFTERSHAVE AND FACE SCRUB, THE ORDER WAS NOT DELIVERED, THE COMPANY WERE NOT INTERESTED WHEN WE TOLD THEM THAT WE HAD NOT RECEIVED THE ORDER...
DO NOT USE THIS COMPANY - "
"In spite of all the horrible reviews, I took a chance and placed an order from this horrible website. I ordered brushes and was sent an email with a dead tracking link. I emailed the company and got no response. I then called them only to be told they would follow up with their courier team. I get an email saying they cant get hold of THEIR partner delivery company so they will treat the package as untracked... I mean, if you cant get hold of the delivery company, how can I as a customer be rest assured that they are capable of doing an international delivery... This is the biggest joke ever. DO NOT BUY FROM THIS COMPANY UNLESS YOU HAVE MONEY TO WASTE. Pathetic!! They deserve minus stars."
"I ordered 4 advent calendars on November 7 and was told I'd get them in 5-10 business days. When they failed to arrive I was told it was actually 30 business days, meaning I'd get them in the middle of December.
I explained that I was handing them out the day after Thanksgiving and that the recipients would then return to their home states. The 4 advent calendars were shipped out on 3 different dates, three arrived on time and the other late. I had to pay a small fortune to send it to my daughter-in-law's home. When I asked what they could do for me they said the only thing they could offer me was a $10 discount on a future order. (on a $460 order) That isn't helpful, I will never order from them again. I wish I had checked on their reviews before I ordered."
"I want to rate 0 star if I can. This website is a scam, cheat my money. My credit card shown payment already successful, one month passed I have not receive any item and customer servicer/email never reply. This website simply cheat money."
"EXTREMELY UNETHICAL AND UNPROFESSIONAL!
I Live in Dubai and ordered a product from LookFantastic and asked them to deliver to my Hotel. They said I should receive it in a week. I kept waiting for a month, then once I followed up, they informed me that they do not guarantee the delivery to a Hotel since anyone can take the product therefore I will not get it. Complete non-sense! So I asked her a multiple of questions which I never had answers to of course since they are so professional.
If you do not guarantee the delivery to a Hotel, why didn't you ask me to change the address before? Shouldn't the delivery guy call me before to make sure I'm at the Hotel? I assume you asked for my mobile number for a reason no? In case he went to the Hotel and I wasn't there, shouldn't he give it to the reception? I've been in the Hotel for 5 months now and the staff knows me so they would have informed me in case they received anything. Could you please inform me to whom did your delivery guy give the product to? When and at what time did the guy make the delivery?
A list of logical unanswered questions where the support always had the same answer: We do not guarantee Hotel deliveries! The product cost me AED80 (~$20) so it's not a big amount. But it's not about the price, it's about the waste of time, the poor and ridiculous support they have and the way they deliver the products! Wouldn't recommend it at all ..."
"Ive ordered from them 3 times only, but every time Ivr had great experiences.
My orders arrived quickly, accurately and autehntic.
I re-sell part of my orders on ebay to help cover my own personal costs. Therefore I have to be able to authenticate items and make sure the expiration dates are accurate.
The manufacturers did in fact verify accuracy.
I ended up getting my products paid for completely and was able to offer discounts to buyers on ebay.
Im grateful for this company and will keep returning as long as all check out.
Sorry for those who had bad experiences but as far as I can tell they are doing good business."
"I placed an order forEVE LOM mask, lip balm and TLC cream pack as advertised on their website. I got my parcel and to my dismay I saw they sent me EVE LOM cleanser. I called up their customer service and spoke to a manager. Who was very unhelpful and focused on saying NO to all my request. My request was kindly send me the TLC cream as advertised in your website and I will return the cleanser. Her answer was we DO NOT HAVE any TLC 50 ml cream and the advertisement was wrong. So basically they duped customers into buying some thing they knew was wrong. Very unhappy and will never use this website again on grounds of principle. Surely it's against the consumers rights to falsely advertised for something they don't even have in stock and just send out cleansers in place of moisterisers. "
"there is no way you can cancel your orders because they will auto re-order it for you, and you have to pay your shipping fee at Canada post when they say 'no shipping fee' when you order it"
"I have attempted to order twice at Lookfantastic. My 1st. time ordered as Guest and received email confirmation, but couldn't trace my order no. in the co. I later seeked help from their customer service and realized my ordered was invalid?! Yes
My 2nd order attempt was made last week, this time under a registered account. Again ordered confirmation was sent to my email and I was able to check on the order under my account occasionally. However I suddenly found myself no longer able to login into my account in last couple of days. I requested for a password reset, but the auto generated email claiming my email was not registered!!!
Furthermore, it was almost impossible to reach out to the Co. as there is no email contact provided for this site.
It was a great disappointment as I was excited to find many of my favorite brands from this site and other associted sites under The Hut Group, but with these incidents I am now holding back to make any more purchases from The Hut, HQ Hair and All Soles."
"I live in the US, where customer service is not great, but way better than in the UK - and I know what I am talking about, as I lived in the UK for 25 years.
This company have the worst attitude and the most uncaring, nasty customer care 'specialists' / 'managers'.
After ordering my product from their website almost a month ago - which btw, stated that orders usually ship within 24 hours, I had to call them up 10 days ago to find out where my order had got to.
I did not receive one email of explanation from the company, but I was told that the product was in stock and that they were expediting the shipping.
Today, almost two weeks later, after not hearing a word from these people, I had to once again call them to enquire about my order.
I got the same BS excuse as before... technical glitch in the system, it was being expedited etc... do these people really think that we're complete idiots?? Not once did the customer 'care' specialist nor her so-called manager Sarah, hint at an apology! These people don't give a toss about their clients or their jobs. They are so badly trained and they should NEVER EVER deal with customers directly. This person was dismissive and downright infuriating. There was no one above her who I could speak to and in the end, I asked for a full refund. Really... is this how people in Britain do business? I'm surprised that anyone ever stays in business with attitudes like that. These people aren't qualified to do anything, other than be polite and accommodating to customers, yet they have an air of snootiness about them, they are sullen and rude. I will never again order from them and if just one customer is put off using this site by my review, I would have done my civic duty! Get your act together LookFantastic, train these officious vipers to treat customers with the respect that they deserve, because right now, you're a total disaster!"
"I judge a company on how well it copes with problems. No one is perfect and problems will always happen. I used to be a die hard fan of this site but lately I have been disappointed by how poorly Look Fantastic are dealing with my orders, deliveries and now ultimately complaints. The agents answering the phones seem to have little or no customer service skills and certainly no power to resolve problems. In fact I feel they are actually reluctant to help. Similarly their managers have no ability or desire to understand or empathise with any problems their company has created, preferring to try and twist the situation in order to blame the customer and make you go away. Dealing with them recently is like trying to knit fog. I really can't be bothered with this attitude. When a company no longer respects its customer then its time for me to shop somewhere else."