Fake reviews on LF Trust Pilot?

[Housewife2010]

My ongoing issue with LF"s terrible customer service just gets worse. I've just gone on their Trust Pilot section. It is very strange that their are loads of 5* reviews which have been placed this afternoon- many within the the hour. Yet, if you scroll back you can see a very different story! uk.trustpilot.com/review/www.lookfantastic.com

I have ordered twice during the summer and got my products. I have planned to order something now but reading about the problems people have had here and the trust pilot reviews I think I pass.

I too am waiting on an item that says it has been dispatched but has never left them. They have given a Royal Mail number which, when you put it into track your parcel, says it is unable to give any information because despite generating a shipping reference the item has never been sent. I have tried messaging LF but any text you enter into the message box does not change the 1000 character count so you end up sending a blank field. It’s an absolute joke and I’m gutted! Only spent £25 with them but it’s £25 that they shouldn’t have taken and that I can’t now get back. Feel totally helpless and very hacked off!

Wow thanks for posting I was just about to place an order with them. Will go elsewhere now.

I am awaiting a replacement for my smashed Natasha Denona palette which was part of their beauty chest. I've been chasing since the beginning of November. Today, despite the £41 palette still being available on their website, they have emailed to tell me that it is no longer available and they have issued me a £2.50 account credit! I have never known worse customer service. In a year when so many great companies have gone under, it doesn't seem fair that Look Fantastic with its atrocious customer service is still going.

Just realised I paid via PayPal but not sure if they’ll be much help recovering my money?

@PickledBunion I have the same thing with my latest LF order - they apparently dispatched it a few days ago, but Royal Mail tracking says they haven't got it yet.

LF did send me an email yesterday or the day before apologising (but also said that RM now have my parcel, which is clearly a lie).

However, I've never had any problems with them before, so for now I'll give them the benefit of the doubt and assume they were just overrun with Black Friday orders and are struggling to manage the volume.

If I'm still waiting in a week's time - then that's another story and I'll have to get stroppy with them.

(I did have something similar with an Elemis order the other week - RM tracking didn't update to say they had it for almost a week, then once it did, it arrived quite quickly).

Their Instagram page is full of complaints. It's such a shame. I loved their Beauty Chest last year. I was disappointed when I saw that the palette in this year's chest was smashed. I emailed them immediately with photos. All they needed to do was replace it. Instead they told me that it was fine. Then after chasing they offered me a £3 refund. Finally they agreed to send me a replacement but I'd have to wait for it to come from their stockists. Now I've suddenly got a £2.50 account credit and they've told me that it is out of stock at their stockists. It's still on their site! Today there has been a rush of 5* reviews on their Trust Pilot from "invited" people. If they'd replaced it immediately I would have made future orders.

Had no problems with my first order, but second order arrived just posted loose in a plastic bag, the two things they sent were a bit bashed (but ok, just not ideal) and they'd only sent 2 items when I'd ordered 3. They have now said they'll send the 3rd item so I'm keeping my fingers crossed.

I was watching a programme about Amazon and it mentioned the reviews and also said that the "companies" have started the same tactics in trust pilot. They report bad reviews as not adhering to the sites rules and get them removed. Unfortunately this seems to be done by computer so no-one actually checks.

I've had another look at Trustpilot. The flurry of positive reviews this afternoon are often quite brief and are "invited". A Lookfantastic customer service rep called "Sue" has cut and pasted a reply to all these positive reviews but has ignored all the negative ones.

Oh no- I’ve never had issues with them before, but placed an order last week with was marked dispatched today- I’ve tried tracking it, but Hermes don’t have it. Worst case scenario I’ll have to open a PayPal case.

Conversely, I’ve used Cult beauty a LOT recently- and they are excellent IMO. Even my Black Friday order was dispatched within 24 hours.

Cult Beauty and Next are my new go-to places for beauty. Next has a huge beauty offering which I didn't realise until fairly recently, and you can get most things on next day delivery if you order by 8pm.

I’ve not had problems with lf tho only ordered twice.

To the pp asking about PayPal they’ll help you if the product is not delivered. But have to do it within 180 days since the purchase

Trustpilot is definitely being gamed by companies. I posted a bad review for a glasses supplier and they tried several times to get it removed. Last week I had an email from them asking what it would take for me to retract my review.I'm sure everyone else that posts a poor review gets the same treatment.

I had a poor experience with LF in the summer, and have not used them since. I bought something as a result of an email offer, which should have included a discount and, subject to a minimum spend, a free gift as well. My basket confirmed both, but they charged full price and failed to provide the free gift. I ended up having to send numerous emails and copies of the original offer, and finally got refunded the discount, and yet more correspondence later, got the free gift as well. Most annoying was that while I was having to argue about what was due to me, I was getting new LF advertising emails still offering the same deal again! I haven’t bought from them since.

In contrast, Cult Beauty have been excellent. A recent order arrived with one item missing. Within a few hours of sending them a message, I had a nicely worded apology and within another couple of days I’d received the missing item. Excellent customer service.

Housewife in the circumstances I’d find it very tempting to order the palette from the site and say that one is broken when it arrives.

@beautyboxaddict

Housewife in the circumstances I’d find it very tempting to order the palette from the site and say that one is broken when it arrives.

But then I'd have to spend another £41 with them. Their reviews on Instagram, FB, Twitter and Trustpilot are terrible. I've ordered in the past with them. The smashed palette could have happened with any company but the way they have dealt with it has been terrible. Feelunique is also part of The Hut Group and I have never had any problems with them.

I had real problems with Cult Beauty in the past, their customer service is shocking too.

I gave up on them when they posted my order to South Korea and I was working in the Middle East. They refused to refund me. Their customer service is a joke.

Oh no this is terrible, but thankfully I've never had a problem with them.
last order was on the 27th of November and I chose the long delivery service option as it was free (up to 14 days for delivery), and the parcel arrived on the 1st of December.

I've just taken a looked on Twitter and so many people are having problems as you! so I might avoid ordering from there for a while.

I order from them a lot and normally no issues. I am waiting on 2 deliveries which I ordered in November but which are marked on their tracking as delivered in September. Also my Advent calendar has 2 six drawers, one empty, and no 14. They have offered me £10 refund on this though.

In the words of Princess Diana "She will not go quietly". I will not accept a £2.50 account credit for a smashed £41 palette. Despite asking them countless times they still can't explain to me why they can't simply send me a replacement from their site. My contract is with them not their stockists. Apparently their stockists no longer have stock, but the palette is still available to buy from Lookfantastic.

Surprised to read this, and will certainly take it into consideration/check out reviews but I've literally never had an issue personally and have ordered a few times.

Sorry to those who have though, what a bloody pain it sounds. Hope all is (eventually) resolved for you all.

I ordered things around Black Friday and have had two emails so far apologising them not being despatched yet. I suspect I won’t get them in time for Christmas.

Shit, shit, shit...I've just stupidly spent £68 on much needed Ouai Fine Hair shampoo, as they had a discount offer and didn't realise they were having issues. Says online that they should have been despatched on Monday, but haven't been processed yet. Rubbish!