LookFantastic customer services

[Greys007]

Has anyone ever had any joy sorting out an issue with LookFantastic? It’s now been 6 weeks since my initial enquiry and I’ve got absolutely nowhere 🙄
Originally used their LiveChat on the website but it’s been offline for the last few weeks. Have tried email and Twitter and neither have got me anywhere!

I hate them. Charged me twice for the same beauty box and refused to refund. Was my first (and last) box. They are appalling

Yep, sent me the wrong item and when I queried it they wanted photos to prove it, which I sent several times over and they just said they couldn't see them in my email reply and this went on for a week before I gave up.
Never bothered ordering again!

That are terrible. I’ve had the most success with WhatsApp (I say success but I’ve still not resolved my issue but at least they’re communicating). I’ll never order from them again.

Me too. Product arrived damaged which rendered it unusable and they just offered me a discount. I went direct to the brand in the end and fared slightly better.

Facebook messenger worked for me

As an alternative All Beauty have been absolutely Fantastic. Replaced faulty perfume (the spray bit didn't work) I just had to return the faulty one.

They are really bad when things go wrong. I did a charge back through my bank when they sent my shipment to a different country and refused to refund me until the parcel was returned like that was ever going to happen.

they’ve been behaving themselves with me but a relative has had a total nightmare sorting out an order that never arrived, but they insisted it had. their CS is awful though and more of them haggling down the resolution than actually sorting it out - they rely on customers not knowing their rights to fob them off.

They’re hopeless. It took an accurate trust pilot review for them to deal with my issue after weeks of fobbing off

@Pinetreesfall @Gingercatlover @Iusedtobeasister @LadyDancealot

Oh excellent 😓 I bought their The Scent Edit box as a gift. In the box is a selection of deluxe perfume samples and £55 voucher to use towards a full sized bottle of one of the fragrances. Gift went down so well. Except the voucher code says it’s invalid when trying to buy any of the names fragrances 🙄
Contacted them on live chat and the girl was really helpful - said she could see there was an issue with that voucher code and that she would get a £55 credit added to my account instead and I could use that to instead buy the fragrance of choice. She said it would be fixed within 2-3 days. This was now over 6 weeks ago - still no credit 🙄🙄🙄🙄

It’s absolutely infuriating! Everytime I’m dealing with them back and forth and seem to be getting somewhere, it hits a point where 7 days have passed since I last confirmed my details with them, they ask me to pass data protection again and it goes right back to the start 🙄🙄

Absolutely dreadful. I’ve shopped with them for about five years but after the dreadful experience I had at Christmas , never again. In the end I posted about six messages in a row on Instagram and also posted on trust pilot , funny how then I got a reply. They are part of the hut group so they own other websites too. I also asked to be taken off of their database and to receive no more marketing. I will never buy from them or associated companies again. If you don’t get anywhere contact your credit card company and request a charge back. Over Christmas their social media was jam packed with complaints. Something went very wrong for them.

I was upset when the Hut Group bought Cult Beauty. I'm now shopping with Feel Unique.

@LadyDancealot

Me too. Product arrived damaged which rendered it unusable and they just offered me a discount. I went direct to the brand in the end and fared slightly better.

Was that a foreo product by any chance? I purchased what has transpired to be a defective one on LF and it is broken from the get go - it won't even charge.

I'm wondering if LF are worth going to, or if it is better to go to Foreo on the warranty.

@Mercurial123 , do you find Feel Unique as good as LF? With the range of stock.

@Cailleach1. I switched to Fee Unique too after bad experiences with LF (the Hut Group generally has pretty shocking customer service).

I find their range better than LF, the brands they have suit me better. I’ve also found the things I get from them usually have along shelf life/use by date, indicating they have a better turnaround.

@Cailleach1 I prefer Cult Beauty but now they are part of the Hut Group I switched to FU. They do have a good product selection and am happy with the service. It's only when something goes wrong that you find out how good they really are.

@Mercurial123

I was upset when the Hut Group bought Cult Beauty. I'm now shopping with Feel Unique.

Me too. I loved Cult Beauty but won't buy from them any more. Look Fantastic has always had terrible customer service.

Yikes! I’m just waiting for a look fantastic order to come - hope there are no issues. Might switch to feel unique for future orders.

Absolutely terrible customer service - I posted on a thread before Xmas about their generic responses and I waited for a month for a refund.
I will not be shopping with them again.

Thanks for replies. Seems THG have been buying up all around them and started off not with beauty products, but with gaming.

Came across a little article on Voguebusiness.com about THG. The heading was 'The rise of THG: the next Farfetch of beauty?' Then a picture of a food supplement sachet by Lumity entitled 'Female food supplement'. Kind of vague. Would that be a food supplement for women; or do I give it to the cat?

Crikey! Have just ordered a Foreo Bear from Look Fantastic. Hope to goodness it arrives in one piece and works!

Still battling on to try and get a rey to my compmaint. If they dont reply i might try to get a refund via paypal...

I had a problem with them last year when I should've received a free gift as part of an offer because but they charged me the full price and no gift and were an absolute nightmare to get hold of - I posted on MN about this .
I don't do Facebook or Twitter so can't comment on those avenues- what I did do was follow their Instagram account and each time they posted (which is pretty often) I put on a negative post that it was a shame they couldn't sort out their lack ofcustomer service + I added a note to the customer services part of my account

It worked pretty quickly - I got my free gift and refund

Now I don't use them as I have an elephant memory

Yes, there was another thread here about a month ago with people having similar problems!

I placed an order in November that took three weeks to dispatch. After about 10 days I sent them a message via the form on their website and they just closed the complaint without responding. I left a comment on their Instagram warning others off them (their Instagram comments are filled with complaints btw!) and they asked me to send them a message but I just couldn’t be bothered at that point.

I’ve used Feel Unique a lot in the past and I’ve never had a problem so will stick to them in the future.

I normally use feel unique but LF had offers on what I wanted. I had a problem with an item and they offered replacement or refund really quickly. I was actually super impressed! I'll be wary though and assume I just got lucky.