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 am waiting for a Black Friday order as well. I’ve ordered from them so many times and never had problems, so am prepared to give them the benefit of the doubt. That is rubbish about the palette though OP - a different issue altogether.

@PickledBunion

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

Yes, PayPal will be a great help, raise a dispute with them,

I've never had a problem with them. I'm sure I posted about it on here before I ordered (under a different name) and it was recommended. I initially thought it was too good to be true because I found it cheaper than other sites.

So Trustpilot is no longer trustworthy. That’s a pain.

If they had replaced my smashed palette quickly I would have no criticism of them. .Any firm can have accidents, but it is how they deal with them that is important. However, I have been chasing LF since early November and they have now decided that a £2.50 account credit is acceptable for a £41 palette which is still available on their website.

Surely OP you have a friend who can order the palette for you then send back the smashed one for a refund? I wouldn’t normally suggest things like that but if they are being useless...

Oh dear- had my dispatch email yesterday, but tracking wouldn’t work. Have just had another email saying that they’re preparing to dispatch it from an “alternative warehouse”- so email yesterday was clearly incorrect.

No good for high-end products, but I ordered from Superdrug yesterday evening, dispatched first thing this morning.

DorotheaDiamond
I wouldn't feel comfortable involving a friend and I would not want to lay out £41 for another palette without feeling confident that LF would refund the money.

For those of you not getting refunds etc this could be useful and once you start mentioning the sale of goods act the turn around is usually quite rapis. Also report to Trading Standards.

I’ve never had issues with lookfantastic in the past. Such a shame that customer service seems to have nose dived. I wouldn’t feel comfortable doing another order for the pallet as it seems many others have been waiting some time for their orders.

I placed an order with them on 27th November and got it yesterday, from the dreaded Hermes, but arrived without problems. I waited about a week for dispatch email and then another few days before hermes received the package though.
Similar with New Look with Royal Mail, placed order same date and received it today. I just assumed they were v busy with orders but I hadn’t tried to contact them.

@empiricallyyours

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!

Looks like I spoke too soon...albeit a few days late, I've just had an email from LF saying they've now dispatched my items. I'm feeling very relieved! Hope everyone else gets their issues sorted.

Well, Mumsnet I have a very positive update! I sent a ranty message to LF yesterday saying that I would inform trading standards if they continued to show the item as shipped with a false Royal Mail tracking number. Lo and behold this evening I got an update that Royal Mail received my item at 4pm this afternoon (I’ve checked and they did).

To be fair to LF they may have been planning to ship it out today even without my peri-menopausal tirade (it was a bad day in the hormone department) but I cynically think they may have twigged I had the potential to be a loony nuisance and decided to catapult out that primer sharpish to shut me up!

PickledBunion That's great. I'm still chasing them and being ignored. All their Instagram posts are being flooded with angry customers.

So, my Royal Mail tracking has finally updated this morning, to say they now actually have my LF parcel and expect to deliver it to me tomorrow.

It took exactly a week to get to this stage, from when LF said they'd dispatched it.

Fingers crossed everyone else's orders start to move soon too.

I've had a DM asking for my order details again. I doubt anything will happen though. I'm going to have to look into contacting Trading Standards. There are so many irate customers on Trustpilot and Instagram. There are still lots of suspicious five star reviews flooding into Trustpilot from "invited" customers which dilute the bad reviews.

I've never had a problem in 12 years of ordering with them until last month. I placed an order on Black Friday and they sent me a Hermes tracking number which simultaneously showed that it had not been picked up but also that it had been delivered in September!

The package was shipped to Ireland and Hermes deliveries are usually delivered by An Post. After a week, I sent them a message as Hermes had still not picked up the parcel and got a stock reply stating that my package had been dispatched or would be dispatched soon. I wrote again after a few more days and was told I would have to wait three weeks until they could look into it. I looked on Trustpilot and other customers from Ireland seemed to be having similar issues.

I was exasperated at this point and wrote a negative review. Immediately afterwards there was a flurry of one line 5 star reviews all praising how helpful the same customer rep had been.

After a few more days my parcel entered the An Post tracking system, so it looks like it got diverted there by some other means. It would have been helpful if LF had known about this and told me-I did ask them in my messages.

I'm not sure if I will bother ordering from them again.

I've now asked Trustpilot to investigate Lookfantastic's reviews.

Just to update that my order was delivered yesterday, a bit slower than usual but no complaints here.

Never had a problem but I'm on LF Italy. I use them for everything. Last week some shampoo arrived, bottle was broken, shampoo everywhere. It was a large order of about 9 items. I contacted LF and sent photos and they replied same day saying did I want a refund or more shampoo. I said refund, only for that one item because the rest is fine. They've refunded everything. I mailed and said only one product was broken and they said everything was refunded because of the inconvenience.
Shame that UK LF seems to have dived.