"I do not recommend that company!!!!! They took of me £80 and didn't deliver goods when I complained they told me they will get back to me after 24 - 48 h with any information as I didn't receive any update after a day I called them. I was told I supposed to fill the form and send back so they can start investigation (nobody told me about that before!!!!) and again that I have to wait 24 - 48 hours!!!!! I filled the form up and sent, after 48 h I received an information that I supposed to do separated forms for each item I didn't receive which again nobody told me about before!!!! Unprofessional, clearly not going to give me my money back or deliver goods!!!!!! The worst experience I have ever had!!!!!!"

"I have just closed my account with them, I historically used them as they offered a mystery bag of items worth £55 (they claim), if you spent a certain amount. The last one arrived with only three items, obviously nowhere near the claimed £55 value, one of which were soluble vitamin c tablets. No attempt whatsoever to resolve this or provide further information despite confirmation that it was an error and was being investigated. There is nothing worse than the proverbial being taken out of you when you are a customer."

"I have used Lookfantastic for a while now as they offer some of the best prices, delivery is good etc and have always been happy to continue using them. However in November I ordered some face cream as a present for someone. When the order turned up it was a mascara. I contacted customer services straight away and said that I wanted a refund and to re-order the product that I wanted. There was absolutely no aplology, just a scripted email about how I would have to post the product back and then I would get my refund. By the way be very careful if this happens to you, they have lots of rules about sending stuff back and if you don't meet the criteria they can refuse to give you a refund. So I did everything they asked and sent it back. The face cream I wanted had gone out of stock, so I had missed out on that as a present and was not happy, again not one single apology that this had happened because of their mistake!
After a couple of weeks of not hearing anything I emailed them and kept getting the same message that they had not received my parcel, I was the one that was doing all the chasing. On 15th December I finally got an email saying that the parcel had arrived in the warehouse and I would get a refund in 3-5 working days. It took a month of me chasing them to get my refund and each time someone different would give me a different answer, it has not arrived yet (sent proof) it is still processing etc. By this time I was livid and yet again no apology, in fact they couldn't have cared less. In the end I went through my bank and filled out a form to show all my proof and that I had not yet had a refund. Surprise, surprise I got a refund a few days after filling out this form (over a month after they received the item back) I have learnt my lesson, cheap prices don't mean everything and until something goes wrong you don't know what a company is really like. I will never use them again and they have lost a very loyal customer. I will be paying more from now on for my products, but it's worth it to go to a company that actually cares about their customers. This is probably the most disgusting service I have had in a very long time. "

"Ordered some new make up on the 11th Dec 2016. Still no sign of receiving my order! Order status shows "processing" and despite numerous messages to/from customer service department I'm still have no idea when/if I'm likely to receive my items.
I've had excuses ranging from 'warehouse problems' to 'Christmas & New Year holidays' and various 'agents' telling me that 'someone is looking into the issues' and 'they are investigating' what's gone wrong!
They are quick to take payment for items you'll never receive.
They even have a cheek to send me emails advertising the items I ordered and am waiting on as products "You might like" or "Recommended for you, Suzie".
Sort it out Lookfantastic.com!"

"I ordered an hair spray and never received it. Order was on June 12, today is September 16.
"

"Originally I was going to say that I would not say to anyone that they should or should not shop at Look Fantastic, but that I did want to give my two cents to help make it easier for one to decide whether or not they would want to deal with this company. I have changed my mind. Stay away from this company. They may not get you the first time, but they will eventually and their customer service is laughable at best and is the most infuriating part of dealing with them.

I myself will stick with reputable companies with at least a modicum of customer service and care as to whether or not customers return to them. I personally wish I had read these reviews before I gave my money to this company. This is more on principle than anything else. I can't claim this company is a scam or anything along these lines as I did get what I ordered and within a reasonable time.

So, my issue is that I was lured in with the "free gift" worth £55 with a spend over a certain amount of money. Because of this I decided to purchase an item I was on the fence about buying as I felt a bit guilty about the cost of the item, but thought I would go for it given the free gift I would get. This gift was not included in my delivered items. I enquired about this and got the run around from customer service about exclusions that existed, which were not actually present on their website at the time of purchase.

After my complaint a blurb saying 'exclusions apply' now existed on their website where they were giving away free gifts, but with no link to what these exclusions are. I am very tech-savvy and it took me ages to find these exclusions and when I did there was a packet of them, which nearly ensures that most customers would not actually qualify for their offers or free gifts. I explained this to them and received another regurgitated email.

They have now once again changed their exclusions on the product page saying that electrical items are excluded, but there are still many other exclusions that are not mentioned or linked to. Apparently had I purchased something that entitled me to the free gift, the fact that I used a discount code to get 10% off is also something that is prohibited from being done in order to get the free gift even though I still spent well over the needed amount to get this free gift. From what I have heard the free gifts, if one is so lucky to not be excluded, contain substandard sample type products that do not come close to adding up to the amount they claim. It is clearly a money making ploy for this business and it worked on me.

Lesson learned. I will now only shop online after reading reviews first and at shops I know to have better customer service and that are more transparent with their offers. If you take away the lure of their misleading free gift promotion, one really isn't saving much if anything at all as their prices are comparative to much better, reputable and reliable companies out there. Personally, I would look elsewhere as I think this and all the other negative reviews, which is probably just a fraction of their unhappy customers, speak volumes for the way they operate as a company. This company is not one I would recommend to anyone. They are only interested in the bottom-line.

I left a review on trust pilot and along with all other negative reviews left, rather than deal with these reviews they first report them to trust pilot as a violation of user guidelines. Once you jump through all the trust pilot hoops they at that point respond with a less than genuine sorry and invite you to contact them directly which produces no better results than it did initially. This company is a joke and would certainly not give them another penny of mine. Steer clear of this company if you value your time and sanity."

"I have been buying my hair serum from here for years on a regular basis with no problem. I recently received a damaged product from them, the top of the pump had been broken off entirely and it looks as though this happened in the packing department. When I contacted lookfantastic about this issue, they sent me an automatic and robotic reply with returns details, no sorry, no explanation as to why this had occurred. When I questioned them about this by submitting another query they then responded with a standard reply. I won't be using this company again."

"I placed an order for three items. I read reviews about the items on their site, everything seemed good. About an hour after placing the order I found a very bad review for one of the items on another site (lookfantastic only had one review, the other site had many). I decided to cancel the one item. Went on lookfantastic site into my account, to the page where they let you modify orders. The page said that for some reason I couldn't cancel just part of the order, I had to cancel the whole thing. I figured I'd do that and place a new order just for the two items. The page didn't say that the order couldn't be canceled or was in any state where it was too late to cancel. After canceling, the page didn't say that the order wasn't canceled or that I had to wait for a confirmation or anything. I placed another order with the two items. After about an hour I got an automatic email from them, saying that the order couldn't be canceled, because it was too late, etc. I tried to contact customer support - live support was offline, I didn't want to call their phone # because they don't have a US phone number and it was outside their work hours already, so I sent them an email/message explaining the situation. They responded to it only three (!) days later, after shipping all the items, and told me that they can't do anything for me, that I can return the items but I'd have to pay my own shipping, which for me would cost as much as the order itself since they're in Britain. So basically, once you place an order, you can't modify it, and you only have maybe a few minutes (maybe not?) to cancel the whole thing. If you don't need any customer support from them, they're pretty good - I've ordered from them before and everything was fine. But as soon as you need any help, they take days to respond, and when they do, they're no help."

"Ordered two Tweezerman products for a decent price. They are based in England and I'm in the US. I received my order in a reasonable amount of time."