Lookfantastic Reviews 

the most expensive item from my order went missing and the company made no attempt to apologise / refund / and closed my account. The fact pattern is as follows :

1) they 'upgraded' the delivery to a day I did not choose

2) the delivery arrived incomplete - without the most expensive item worth about £200. there is no evidence of tampering in the box - I supply all evidence over email as requested - my hypothesis is that there were 2 boxes not one.

3) they review the 'video footage of order being packed' and conclude all items were packed.

4) they delete my account so I cannot pursue the matter further on the same chain.

5) they refuse to supply the video on subsequent requests

6) they refuse to supply courier's evidence of courier delivery and I recieved none.

I work in anti-financial crime and all this strongly indicates that they have a problem if high value items go missing from numerous orders as a number of reviews here suggest. to unilaterally blame consumers if items go missing - which is what they are doing - is to ignore the problem. is as a consumer I have been very disappointed and needless to say will not continue buying from them.

My order didn’t arrive

Terrible customer service experience, waiting for an item which hasn’t been delivered. First day of talking about issue, messages almost replied to instantly. I have been chasing for 2 days for an update. Cold silence. **UPDATE** still not responding to further messages sent for an update. Automatic responses on trust pilot aren’t good enough.

Customer service is shocking, NO REAL PEOPLE, there is no service they take your money then only give you a chat, which is automated, unable to comprehend simple question and turns it around by saying it doesn't recognize your details, and cuts short conversation. No ability to return to chat. Unlikely to get goods, and definitely not next day as that was yesterday! Evri have not sent confirmation email which they usually do when a package enters their system. Seems to have fallen through cracks.

Should have stuck with Boots

Their customer service is unbelievably rubbish. My item hasn’t been delivered and I’m communicating constantly with various people over messaging. Each one telling me something different from the last. One told me the issue has been solved and will send me a replacement. Then someone the next day comes back and started the whole process again. It’s almost as if they can’t read previous messages or something. It’s so frustrating and there is no number to contact them on. I will NEVER buy from them again. Ever! Absolutely terrible!

Why is your Next Day Delivery NEVER next day? Waste of time paying the delivery subscription fee. I ordered hours before the cut off. And this isn't the first time. Ridiculous. Don't offer and charge for a service you cant provide.

AVOID buying anything from this company!! I have had several issues with items missing from my order and trying to request a refund they have blocked my account. They have no telephone number to call and everything’s only via email or live chat and even then they don’t have answers or seem to want to help. Terrible customer service. Also with them disabling my account I received the wrong shade of foundation and I have NO way of returning the item.

Really disappointed to find out that I cannot use multiple gift vouchers for purchases on Look Fantastic. Really poor service. This is an online retailer I use a lot and therefore gutted that I can only buy one product at a time or pay for the difference myself. Would not have asked friends to buy me them if I knew this was the case

I’m disgusted with how I’ve been treated by look fantastic. I had an issue with an order and I’ve been blocked from ordering from them. No context of the reason, nothing explained to me whatsoever. I’ve now tried to order my son’s uniform from matalan and it’s affected this website too as my order was cancelled. Frankly I have no interest in shopping with LOOKFANTASTIC after the way I’ve been treated but for this to affect other websites too isn’t right! I’m absolutely furious…. AVOID this company!

Customer service is awful.
I used the live chat feature to see if I could cancel my order, as I mistakenly ordered for 2-5 days shipping and not next day delivery, when I needed the items next day.
The order stated it was still processing so I contacted the customer service - the agent I spoke to did not introduce themselves, their responses were blunt and came across as rude. Won’t be using look fantastic again after spending 1000s on their site.

I am absolutely furious with Lookfantastic and The Hut Group. I returned items on 21 April 2026 via EVRI Customer Drop Off. I have clear proof of postage with tracking number HZYEJD0759035439 (still shows “in transit” nearly eight weeks later).
I sent the postage receipt multiple times via email and live chat. Their live chat team even lied to me and said the refund had been processed (I have screenshots). Every time I followed up they gave generic replies, asked for the same information again and again, and then suddenly referred it to “investigations”.
After weeks of chasing, their Investigations Team has now refused my refund, claiming “inconsistencies” with EVRI and the parcel shop without providing any evidence or details of what those inconsistencies are. They have also closed my account and said they will no longer accept orders from me. This feels like a deliberate tactic to avoid giving me the refund I am legally entitled to under the Consumer Rights Act.
I have provided everything they asked for (receipt, tracking, shop address, etc.) and they are still refusing to process the refund or even properly investigate why a parcel sent nearly two months ago hasn’t reached their warehouse.
This is appalling customer service. They have wasted hours of my time, lied repeatedly, and are now punishing me for chasing my own money. I will now escalated to my bank for a chargeback and will be complaining to Trading Standards and the Consumer Ombudsman.
Do not buy from Lookfantastic. They will happily take your money but make it almost impossible to get a refund even when you have clear proof of return. Stay away - no wonder they have 1 star reviews.
Order number: 749481769

I have bought three perfumes worth over £200. Look Fantastic delivered just one perfume and I reported immediately on their page and sent photograph evidence without even removing from the box, the only perfume sent. They agreed to send a replacement three times but later turned around days later to say they wouldn’t as their CCTV camera showed all orders were packed. They are refused to send the remaining two perfumes worth £171 nor send a refund. They also closed down my account immediately. I don’t have access to my chats with their agents as well as the photograph I sent. The box used to deliver the item could not even contain the three perfumes comfortably together with packing materials. I still have the box. This is absolute madness!!! This is not my first time buying from them but never thought to read reviews until this happened!!!! and I can see that it is their norm to lie on CCTV Camera. I want my orders or my money.

I happened to pop into this store whilst on a birthday weekend break. Having left my bag on the train, I had no make up or skin care. I popped into the store on the Friday evening to pick up some items, explained what had happened and was told to arrive at store the following day at 10am and that the girls would do my full skincare and make up for free. Not knowing what to expect, I arrived on the Saturday and was blown away by their care, attention to detail and effort. Ying completed a full look including skincare and was so helpful, thoughtful and attentive. She went above and beyond to help me and was really sympathetic to my situation. She even put some fake tan on for me as we were heading out to the local Beer Festival. She also provided me with some samples so I could take mini skincare and make up with me next time I travelled. She was incredible and I have never experienced customer care like this before! I would definitely recommend and cannot thank Ying or the girls enough!

The WORST customer services ever. I’ve spent hours trying to organise a return, not been refunded for the previous one, both returns are for the beauty box which is RUBBISH!! Don’t subscribe to the beauty box, the products are terrible, it’s not value for money, impossible to return, customer services are awful, app is clunky… and i paid for a year’s next day delivery. Something i
won’t be using anymore… back to another online retailer i guess, where i can at least get a response

I have spent thousands with this company and have been a loyal customer for years. I recently within a month ordered an LED Mask not cheap over £300. It has stopped charging within a month so I try to call them - no telephone number. I then try to escalate this online I get AI eventually after 20 mins I’m passed to an agent who tells me I have to return the item even though I can provide videos of the fault but this is the best bit I have to weigh the package and give dimensions or they cannot post it back. I then ask them to transfer this to a manger for me to speak to them and then call me. I get told we have no landlines in the company but I hope this is resolved. I ask for the chat to be emailed to me so I have a record. I get told take a screenshot then I get asked to rate her interaction with me

Disgusting service received from Look Fantastic. Had an order delivered and two items were missing. I advised customer service as soon as possible and they advised they checked their CCTV and the items were packed in my order. I DID NOT RECEIVE THEM and I was basically called a liar and my account was closed. Bear in mind I would order monthly from them. I’m appalled that I was shrugged off and my account was closed for something that isn’t my fault and I’ve been labeled a liar, appalling. Do not use.

They refused to refund an item is sent back on 28 may and are not giving me
a tracking number to send the item back, repeatedly giving me the runaround about a "warehouse” investigation. I have paid for a product and do not have it and despite numerous messages I have not got anywhere since last week.
I was emailed yesterday morning that my item would be dispatched within 48 hours but despite messaging them back 4 times I have still not heard anything else.

If there was a 0 stars option, they’d get that! The item I ordered never arrived! When I used the chat function I was told they would sort a replacement and that a confirmation email would be with me within the next 3-5 working days. I asked if an email was going to take that long, when could I expect my order?! I was told all of that information would be in the email. I asked to make a complaint and then got no response.
Disgusting customer service!!!!

The worst company of all time , I received an empty package that was suppose to be a dyson airwrap - the company have ignored me for several weeks. An absolute disgrace - do not use under any circumstances

I ordered a beauty bag for my friend’s birthday and it arrived with one of the products missing. The bag was open on arrival so it was either stolen by staff packing or there was a lack of quality control/care.
I contacted customer service, which was a struggle in itself as the messaging platform on the website doesn’t work, and explained that I needed help as I’m due to see my friend in three days time. The response I’ve got was completely unhelpful, offering no viable solutions.
I thought lookfantastic was a brand that I could trust, but based on my experience and the other one star reviews here, it isn’t what it was
I asked my complaint to be escalated and I’m being fobbed off that “no managers are around” so there’s clearly no intention of actually trying to help me or resolve anything.
Beyond appalling. Do not waste your hard earned money with these cowboys!!!!!

EDIT: Don’t be fooled by the response purporting to be reaching out and resolving. They don’t actually respond to that either.