Look Fantastic online order

[BeaLola]

I am having an issue with this company about an online order I made - to be fair I have shopped with them in the past with no issues- just wondered if anyone has had any problems with their customer service lately ?

I don't know about recently but there were lots of issues with sending out their advent calendars last year

Unfortunately it seems I'm not alone - still haven't had a proper response from them - will be hassling until I get it resolved and will then not use them ever again

Yes lots of people on here have had major issues

They have been fine for me - I placed an order on Monday & received it yesterday. No trouble.

I've used them a lot with no issues so far.

I use them alot and never had an issue.

Whats the issue you have?

Have you checked their Instagram page? Last year it was flooded with people (including me) complaining about their dreadful customer service.

I have used them in past jo problems - guess I was lucky.

I made an order with a 20 % discount code and free giftvfrom same brand if 2 products from brand bought - code worked on basket and all looked ok- only when I clicked on Purchase code disappeared and purchase was neatly £30 more &gift also disappeared !

Emailed them straight away - no response

Product sent out for delivery - had been emailing them about problem - no joy - emailed them as I would not be in for delivery - according to them it has been made and left at my property - I was not there to accept delivery and gave no instruction for any package to be left anywhere else

So now I am down £130 and no products or any refund

And no actual answer to queries raised

Their customer service is pretty dire when their orders/deliveries go tits up. Most effective way to contact them in on Twitter or on their Facebook page. You have to be loud and visible to get these companies to do anything.

If they fail to get back to you you could always contact your bank and see if you could retrieve the money that way. And the Citizens Advice page has some pointers on what to do when online orders fail to materialise.

www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

They have been awful for years. When something goes wrong they don't want to know.

I'm overseas they sent one order to South Africa and another to South Korea. I don't live in either of these countries.

The package which was sent to South Korea was insured but still they wouldn't give me a refund. Their advice was for me to call customs to get them to send it to me. In the end I did a charge back and got a refund from the bank. Their customer service is appalling.

I now order from Cult Beauty.

Lookfantastic is part of The Hut Group who have recently bought Cult Beauty.

@Housewife2010

Lookfantastic is part of The Hut Group who have recently bought Cult Beauty.

Good to know thanks. I might use Feel Unique if I have problems with Cult Beauty.

Feel Unique is also part of The Hut Group.

I use them an awful lot and have only had one problem. They were absolutely useless. In their defence, it was a bizarre problem - I ordered £100 of beauty products and what arrived were 6 pairs of asda knickers 😂 turns out hermes had an issue, repackaged the parcels and somehow I ended up with the knickers!

It took twitter, live chat and 3 weeks for them to sort it!

@Housewife2010

Feel Unique is also part of The Hut Group.

They are taking over....

Thanks for the advice - I will not let up

Sad though to see they have Cult Beauty as well tho as I use them too

Do they have any connection with Escentual do you know ?

Sephora owns Feel Unique?

ecommercenews-eu.cdn.ampproject.org/v/s/ecommercenews.eu/sephora-acquires-feelunique/?amp_js_v=a6&amp_gsa=1&amp&usqp=mq331AQKKAFQArABIIACAw%3D%3D#aoh=16306607765775&referrer=https%3A%2F%2Fwww.google.com&amp_tf=From%20%251%24s&ampshare=https%3A%2F%2Fecommercenews.eu%2Fsephora-acquires-feelunique%2F

Cult Beauty have excellent customer service so it will be a real shame if that goes down the swanny

Escentual is an independently owned Welsh company as far as I'm aware. They're also very reliable, if overly fond of wrapping non-breakables in a ridiculous amount of bubble wrap!

@MabelSable

Escentual is an independently owned Welsh company as far as I'm aware. They're also very reliable, if overly fond of wrapping non-breakables in a ridiculous amount of bubble wrap!

Thanks

Have never had any problems with Escentual before - the bubble wrap is always saved for Christmas wrapping

In all honesty, I am not a fan of hut group. I have had business dealings with them and customer service is not a top priority. I have used LF since before they owned them and I should change tbh.

Will check out Escentual for an alternative.

I do hope it gets resolved soon OP.

I’ve never had a problem with them - my parcel was estimated to be delivered 01/09/21 but it was delayed in transit with Royal Mail, so I got an apology email from LF with a £5.00 off code.

For anyone interested in Escentual, it's worth signing up to their mailing list. They have regular 20% off events.

Awful awful awful Dont be fooled by the fancy webpages! Waited 8 weeks for delivery, turns out they sent my order between their 'hubs' all over the uk then told me the courier had returned it to their warehouse so it was cancelled and that I could have a refund or I could reorder items.
Avoid!