Lookfantastic Reviews 

Waiting on another package that is late even though I purchased the premium delivery. I swore I wouldn't use them again after last time. They previously failed to deliver my package worth hundreds but I gave them the benefit of the doubt, placed another order and it's happened again. They make you jump through absolute hoops just to get the product you have paid for. Really hard to get them to re send the order and/or process a refund. Their customer services is shocking, they will fob you off continuously. Will never, ever, ever use them again.

Fuming doesn’t even begin to explain how I am feeling right now! I purchased a perfume but sent back as I decided to buy the same product from LF in a gift set instead, they’ve had the item since 18/10 I chased for my refund and was told on numerous occasions the refund of £116 has been requested and will be with me in 5 days it’s been over that and I have now been told my item has been deemed as returned as “used”!! By their “investigations team!! My money is being held!! This does not make sense to send the product back (which is a Christmas gift for someone” and buy the same product again just in a gift set! I’m am absolutely appalled that I have been accused of this since I have spent over £400 in the past month with LF and have been a loyal customer to them for years!! I’m also deeply offended to be accused of something I have not done and would never do!! I now have a fight on my hands!! ** Adding on from the above I have had another message from look fantastic telling me something completely different that the item is now damaged!! I am being told different things as to why my money is being held and not refunded and it doesn’t make sense or add up!!**

SHOCKING, AVOID AT ALL COSTS. PARCEL IS MISSING BUT DONE NOTHING APART FROM TELL ME TO WAIT FOR 5 DAYS FOR THE MONEY, STILL NOTHING AND TOLD ME IT STILL HASN'T BEEN PROCESSED. REPORT TO TRADING STANDARDS.

SCAMMERS!! DO NOT OPT IN FOR SUBSCRIPTIONS!!!

I ordered a beauty box for £13 and was shocked at what I received — the products were old, dirty, and looked like leftover stock they couldn’t sell.

When I tried to cancel, I was told I’m locked into payments until 2026. At no point did I agree to or sign up for a long-term contract. This is completely misleading and unacceptable.

They are exploiting customers with unfair subscription terms and poor-quality products. I strongly advise others not to use this service.

The worst company and customer service ever.
Have been a loyal customer to this company for years and they decided to miss half of my order. Been on numerous live chats to try and get this resolved because there’s no email, and the company clearly cannot be bothered to check their CCTV properly. Also sent me a box that all of the products I ordered wouldn’t have even fitted in yet they are fobbing me off because they cannot be bothered to investigate this properly and being made to feel like a liar, yet I am left still having to pay for an order I didn’t receive the majority of. This has been since March and I have emailed back and forth with great difficulty as they have closed my account but they are not interested in trying to get this resolved. They have my money but didn’t send me the items.

tried to reply to your personal email but your inbox is full. Says it all about your i.t. systems

They claim i entered my address wrong during checkout and the courier claims he delivered the item but the proof of delivery is of his foot. They where told it was the wrong address before delivery but did nothing to fix the issue .
Customer service is awful even after you.get through to a "human agent"
Honestly I have never had such an experience and am disgusted They throw the " terms and conditions " around and refuse to.be amicable
Order number 696308743
Honestly use a more reliable company as these really couldn't care for there customers

Reply
I am house bound and disabled. I lost use of my legs years ago. I order on the Internet for all my needs. I have never made a mistake yet and am absolutely shocked if I did indeed enter the address wrongly
. I believe there must have been an internal issue on your systems. I gave you warning before the package was delivered that it was going to the wrong address and you said you would sort it. You did not. I am very disappointed and it's a shame as you was recommended by local disabled social group and I had plans to use you for many Xmas presents but now I can't trust yourselfs. I will consider my review but at the moment I feel it is accurate. I will respond too any comment you leave on said review all the same
I tried to reply to your personal email but your inbox is full. Says it all about your i.t. systems

M clarke

Still no reply.

I would never have thought I would have to write a bad review on this company as have been using it for years but now I will. I ordered items from them over two months ago and because of the very bad courier service they use (one which I now have been made aware is the worst in the country) EVRI who has lost my parcel 4 times. I asked LOOKFANTASTIC on the 4th time to send out my parcel with registered post for next day delivery which they would not do. Due to that fact I will never purchase from them again and I will tell anyone I know not to purchase from them again either. I will give my money to a more reputable company who has good customer service.

I am writing what has happened to myself as I have tried every available contact method with no response.

I initially contacted you soon as I placed this order and never received a response only to say it had been dispatched. I then tried you live chat with no luck as it said all agents were busy. So I then did it via imessage which was no good as I would receive responses 2 hours later and then the conversation would be disconnected as I hadn't responded.
This issue is that when I placed the order I saw no where to input a delivery address just the apple pay button which I assumed would just take my address I have on their being my home address but it didn't. Lookfantatsic used the address of the last order I had but I no longer live at that property so I tried to contact you to flag this up but I never received a response even though on the email I received to confirm you had my request it said I would hear back within 24 hours, which I did not. Soon as I could access the royal mail tracking I changed the delivery address to my address but I never received the parcel only confirmation it had been delivered to what I can only assume was the old address. I currently have a lot going on in my personal life as my mother is sick in hospital so having to worry about parcels seems bonkers. I have been met by poor customer service with no actual advise given. Most recently today I was speaking to an agent who disconnected the chat as he told me he’s not prepared to help me.

It was an honest mistake I make contact about as soon as I realised and now I am over £100 out of pocket with no parcel. I appreciate I made the mistake in the first place but I feel I have been failed by your company’s customer service completely

They are using Evri, never got my order and they are not answering or replaying. Did anyone sue them?!!!!

Horrendous. Impossible to contact. The combination of this company plus Evri creates a nightmare. They will not speak to me and we have an undelivered parcel somewhere in the ether!

Order number 689970226.

Ordered products over a week ago, never arrived to collection point. I keep receiving emails from lookfantastic stating it was delivered but i went and checked twice and it never did, even evri shows that they have been delayed (either it was lost or was never sent not sure). No answer on lookfantastic customer service chat at all. Can i just get my refund and be in peace please LOOKFANTASTIC?

This is the only site that I can order my shampoo and conditioner from in larger bottles, and I have done so thrice. They always come promptly, and are sealed. Communication is reasonable, could have a smaller window of time between purchase and shipping. Overall 10/10 I WILL purchase from Lookfantastic again, so long as they continue to stock the 1L bottles from purology. 💜

Absolute joke of a company. I spent over 100 quid ordering make up and when it arrived, there was nothing in the box. Somebody had obviously nicked the contents inside the box when in transit. So I immediately got in touch with look fantastic who said that they would resend the items out to me and then nearly a week later changed their mind& decided not to send them to me and to put an investigation in which I understand and would’ve done myself , however, I heard nothing from them , communication was utter garbage, not even a phone call . I never received my money back so I contacted my own bank who dealt with it and gave me the money back. I’ve since gone on to order something else a few weeks later as they do have good prices on their website. After they’ve taken my money, they’ve now cancelled the order 2 days later out of the blue. They’ve obviously put me on some sort of band list! This is disgusting and hugely unfair and wrong. I feel like they think I nicked the items. It’s disgusting. You need to take some accountability and put some proper investigations in place for things like this. But one thing you shouldn’t be doing is assuming customers have pinched products. Don’t get me wrong. I’m sure this does go on, however, I’ve never pinched a thing in my life and I’ve always paid for everything I’ve bought. This makes me feel rotten to the core!its no wonder you have a bad name. I will not be buying anything from you in the future regardless of how good your prices are. The company are a sham.

Been a loyal customer of lookfantastic for years, and have spent thousands of pounds across all THG companies.

Contacted them, as on a few occasions my parcel boxes had arrived damaged and open and I had been advised by EVRI to check the contents due to being damaged in transit. Reached out to lookfantastic and had put my account under investigation and closed my account, also for cultbeauty. Whom of which I order several products from for gifts, for my companies events and my makeup kit. Rude and disrespectful customer service, and highly unprofessional. My family members and friends are also loyal customers of lookfantastic , and I have voiced this matter to them and they will also no longer be using this awful , awful company. Blocking all of my accounts is a real shame because it’s not just me who uses THG, it’s my friends and family who no longer want to use yourselves.

Please avoid this unprofessional , unethical , unjust company. Shutting loyal customers accounts down for no reason at all.

They do not even deserve one star for this, and I will continue to spread the word for the awful company they are.

Avoid at all costs!!!!

placed an order for £245 last night, woke up in the morning and received emails to say look fantastic has cancelled my order. no explanation to why it had been cancelled and they also closed my entire account. there is no way of me messaging them. if i could give 0 star i would. i’m so annoyed. DO NOT ORDER FROM THEM.

I ordered a next-day delivery for a fair amount of expensive products in preparation for a holiday. The parcel never showed, and it took months of chasing customer services across various platforms to get a refund. Although this should’ve warned me enough not to use their website anymore I unfortunately continued.

I signed up for a 1-month Lookfantastic beauty box subscription on May 28th, expecting exactly that – one box. According to their own terms, “if you purchase a 1-month subscription, you will receive and be charged for one box only.”

However, I was charged again for June’s box, and then again for July, despite cancelling the subscription on June 5th — which is well within their 14-day cut-off to prevent further charges. That’s two additional charges I never authorised. They first told me I hadn’t cancelled within the 14 days for July’s box, then went back on themselves once I proved I had to tell me I subscribed to a 3-month term. I again showed them I didn’t, and I subscribed to a 1-month term. They are extremely slimey and will make it as hard as possible for you to see your money back once they’ve taken it.

When I contacted customer service, they refused to refund the June box entirely, and insisted I return the July box (which I didn’t order) to get a refund for an error that is completely theirs. They are asking customers to fix problems they cause.

They are breaching their own terms and conditions, and ignoring UK consumer laws (such as the Consumer Contracts Regulations). The entire experience has been exhausting and completely unfair to the customer.

Avoid Lookfantastic if you value honesty, transparency, and basic customer respect. Once they have your card details, you’ll be charged again whether you agreed or not – and they’ll make it as difficult as possible to fix.

TERRIBLE customer service - no response - slow and no contact number. Order number 674260005

I placed an order with Lookfantastic totalling £122, expecting to receive three items: the Crystal Noir perfume, La Roche-Posay cleanser, and Urban Decay setting spray. On 01/06/2025, I received only the Urban Decay setting spray.

The package was not large enough to fit the other two items, which I confirmed by checking my Ring doorbell footage.

Assuming the rest might arrive separately, I waited a few days, but nothing came. I raised a complaint explaining the missing items, only to be told that the warehouse had “confirmed” everything was sent. Despite my repeated efforts to explain the situation and dispute their claim, they refused to resolve the issue and shockingly, they deleted my account, cutting off all communication and access to my original complaint.

After more than two weeks of back and forth, I’m now escalating this to my bank and the Financial Ombudsman Service. It's incredibly frustrating to be treated like this, especially as a paying customer.

Be warned based on my experience, I would strongly advise against shopping with Lookfantastic. Customer service is unhelpful, and deleting a customer's account to silence a complaint is unacceptable.

Still not received a proper response from my previous review. I have had a subscription for the monthly beauty box and there is something wrong their end with collecting the payment. All they say is go to this link and it just takes me to the 'shop'. Emailed numerous times to no avail.

Just an update for my last issue. After months of no progress, back and forth and stress. I eventually got back my refund. I’m glad for this however my trust is now broken for this company. I usually start small purchases with companies I’m unfamiliar with and I would love to do more shopping, however, I’m not certain how I feel about shopping here anymore. I recommend look fantastic but at your own risk. Again I’m thankful for my refund