- 94.6LEGITIMACY SCORE
- 95.1SAFETY SCORE
- 4+CONTENT RATING
- FreePRICE
LOOKFANTASTIC: Beauty & Makeup App Complaints & User Negative Comments 2024
LOOKFANTASTIC: Beauty & Makeup app received 35 complaints, negative comments and reviews by users. Have you ever had a bad experience using LOOKFANTASTIC: Beauty & Makeup? Can you share your negative thoughts about lookfantastic: beauty & makeup?
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LOOKFANTASTIC: Beauty & Makeup for Negative User Reviews
✓ No response from the chat function and wiped out the chat history without replying itOne of the reasons I downloaded the app is I can use and follow up on the chat easily. Probably not an app issue more a customer service one - showed the msg was read over an hour ago but did not have any response, even a “we are looking at it”. The price isn’t necessarily the best and the delivery is slow. Now with the very poor customer service, definitely will second think whether will use it again. UPDATE: one day later, I had a notification from the app, opened it, only found out the entire chat history has been wiped out and not mentioning I had never received any response. This is now beyond joke. I’m not sure whether it’s just poor customer service or also poor app quality too?!?!.Version: 1.4.9
✓ Don’t shop with lookfantasticDon’t shop at lookfantastic- I spent over £250 with them in December for a parcel that wasn’t delivered, took until March for them to try and resolve it, and they’re refusing to refund me. May as well have put my money into thin air because I didn’t receive a single product from them. Their customer service is absolutely appalling- the worst online shopping experience I have ever had. Save yourself the trouble and shop with a different company. Just for anyone reading these I’d like to point out that I’ve been asking lookfantastic to resolve this since December and it’s now March. I was also promised a refund twice in writing and told this was being processed and would be with my in 2-5 days. 2 weeks passed and I still had no refund. I contacted my bank who then told me this wasn’t the case and no refund was ever processed. Lookfantastic then told me they had changed their minds about refunding me. The package was not delivered, I have a 24hr concierge and got no email to confirm delivery and no signature was made to confirm delivery. They told me it was left in a “communal letterbox” which does not exist in the building I live in. It has clearly been delivered to the wrong building which I should have been refunded for in the first instance. They’ve essentially just stolen my money. The worst customer service experience I have ever had in my life. I should never have ordered from them..Version: 1.4.12
✓ BugThe application has a bug ,it adds extra shipping when your order already qualifies you for free shipping. I reported this around a month ago and it’s still not fixed not sure why even after they’re aware of it they just ask you to proceed with your order and they’ll return the money back. Why should any customer go through that ?.Version: 2.9.0
✓ Worst serviceI put a wrong address and i try to contact someone right after I placed the order. They took days to reply with one message per day or less. They couldn’t do anything because they were so late to respond the parcel was dispatched. Although on the delivery company website says that they were the only ones who could contact them and change the address they still chose to do nothing about it. Worst service, I really liked their website but I’m not buying again because they don’t care about their costumers..Version: 2.3.3
✓ DeeApp is blank. I can’t shop or check on my account. App is totally worthless!.Version: 1.4.14
✓ BadThank you matt but i think ur staff not trained well to solve problems! I’ve been waiting for 2 months after that they said they cant help!.Version: 1.3.12
✓ Paying is so complicatedTook ages to pay as a guest. First there’s loads of sneaky extras they try to add on like getting a members card for points and hello fresh or other bits no one needs. Lots of jumping through hoops, trying to sign in using Facebook, it doesn’t open the Facebook app so you have to log in, try other roots and it’s the same issue so just takes ages to order anything using the app. Better using a search engine..Version: 2.26.0
✓ Delayed orders and poor customer service !I reached out to them asking to cancel my order since I had mistakenly ordered duplicate and also the delivery was taking much longer than I expected, all I got was an auto generated message and I haven’t heard anything from them since two months ago.Am not sure if they are still planning to deliver or what is going on since they already charged me for the products..Version: 2.13.0
✓ Need enhancementsI think there is session overlap between the mobile app and the mobile version on Safari if you open both from same iphone..Version: 2.4.0
✓ Do not waste your moneyThey will post out your item over 5 weeks late and have the worst customer service I’ve ever experienced. They simply do not care about you..Version: 2.20.0
✓ Offers that don’t workThis app and website entices you in with multiple offers and offer codes. i downloaded it and tried to make a purchase but found that the 5 offer codes I tried to use were not valid. there was lots of small print which was not obvious meaning the terms of the offers were very restrictive so i felt like it was a bit of a rip off. shame because they have lots of products i use but i won’t spend money on a business that uses this type of trickery. it’s a no from me. deleted..Version: 2.9.0
✓ Misleading adSays you can get 20% off with the app but it’s ridiculous. Very misleading. So you have to have notifications turned on to get it but it doesn’t tell that to you in the ad at all and if you don’t agree to notifications when you first sign up there is no way to then change your preferences. What a fundamentally rubbish UX to make it impossible to update your app. Suspect it’s just their website stuffed into an app rather than a native experience. Was about to check out with a large impulsive order but changed my mind as taking too long to figure it out. Utter waste of my time.Version: 2.10.0
✓ NEVER SHOP!Every. Single. Order, has been an issue with Look Fantastic. This is regarding with delays, missing items, and waiting for stock. The most recent order was the most irritating. I ordered a bunch of high branded makeup as I was doing my makeup for my mothers wedding, which cost me a large sum of money. When choosing products on the app, they were in stock and available for me to purchase and receive. I made sure that I ordered weeks in advance as I’ve had delivery issues with them. In the past. Turns out, as soon as they received my money, items were out of stock meaning I was supposed to wait for them to get back in stock, which would take weeks or even months. With customer service taking a long time to respond, and no number to call, I was getting frustrated! In the end, I ended up getting a refund and ordering from somewhere else!.Version: 2.19.0
✓ Would not order from againI ordered only two things that came to a total of £15 and were literally just a small piece of plastic. They were much bigger in the picture and I was very disappointed when it arrived. It also never arrived for a couple of weeks, and I started to get worried it was a scam as everyone else seemed to be having that problem. Lucky it came, but was not happy with my products and will definitely not order from this place again. Sorry not sorry..Version: 2.5.1
✓ The worst everThey sent me a used hair dryer and never responded to my messages.Version: 2.27.0
✓ Still No HelpIn an update to my last review of the app, it's still awful. I was responded to here on the app store and told to ask for Tim, but after three days of reaching out on the app, I got no responses. I tried to reach out and ask for Tim on Instagram, but I wasn't reponded to for days until I messaged again. They refuse to let me speak to Tim and just insist that they be the one to help me. I don't care who it is, but I need help and all I'm still being told is to go out of my way to return the wrong item, pay for return shipping in the meantime, package it very well to make sure no damage occurs to the product because I am still responsible for it. I'd love to reach out to Tim directly if possible, but I can't get anywhere through the website, app, email, or Instagram..Version: 1.4.10
✓ The app over all is terribleThe customer service never answers,the payments never go through it says still processing and it’s been a week and then I tried tj cancel it it said no order to cancel they app never transfers me to a “agent” and all I really want in my money back.Version: 2.20.0
✓ Hate it!I received x2 £25 gift vouchers for my birthday that I have been told I have to use as two separate transactions. I wanted to spend the £50 bought for me all at once. This means I not only lose out on the free gift options when spending a certain amount on a brand but I also don’t qualify for delivery. Basically means it has cost me money to spend the vouchers that have been bought for me and of which Look Fantastic have already received the money for. I will be deleting the app and not returning once my vouchers have been spent..Version: 1.4.0
✓ Awful companyWould give zero stars. Advertised a free bundle for a “sitewide spend of £125” I spent £150+, the gift was in my basket at checkout, then didn’t arrive with my order. Was messed around by CC for days asking me the same questions again and again, then I was told the gift was only for a spend on certain products, despite it having been in my basket and providing proof of their own advertisement stating a “£125 sitewide spend” was required. Refused to send the bundle out to me. Won’t be shopping with them again..Version: 2.22.0
✓ Terrible customer service and delivery services.I had placed an order two months ago which came to £160 and after one month of not receiving it I reached the courier which told me that my parcel had gone missing. Reached lookfantastic for a replacement, they took forever but they said that they sent the replacement and after two week of not receiving the replacement I was told that my order had gone missing for the second time. For sure never ordering again from this business..Version: 2.9.0
✓ J ShepJust made an order using the app it had my old address already in the system it asked for a new delivery address which I put in but it didn’t allow me to remove my old address which I moved from nearly 8 years ago. I don’t like the idea of my old address still being in the system. Fingers crossed it gets delivered to my new/current address. Took me ages i nearly gave up..Version: 2.6.5
✓ Not good yetI’ve been shopping with LF for years and just noticed they have an app, so I hope they’re still improving it. The two biggest issues are that I’m constantly getting security checks, like verifying via captchas. And the second issue is that the email promo codes we receive don’t work on the app, only on the website. So when I click on the promo in the email, it goes to the safari browser and I’m unable to use the app (even when I manually type in the code). One reason I shop at LF is their amazing promos, so this completely removes the reason to shop if I were to use the app. Hope they will improve it- great potential!.Version: 1.3.11
✓ DisappointingRead the strap lines at top off the home page and one read ‘money off when using app for the 1st time’ but then it stipulates who have to spend £50…. Then another offer I got was for a New customer could get 15% off first order but then it’s only if you choose from their selection, so really disappointed there was no genuine offer for using their site..Version: 2.10.0
✓ New appHad a lot of problems getting in even though I had an account, had to change my password and it still wouldn’t let me in even though it had accepted it at the change, had to log in via Facebook in the end. Please get the tech sorted out. I ordered from the main website last week no problems..Version: 2.30.0
✓ 3/5I would give the app a higher rating if it wasn’t for the fact that whenever you click the ‘How to Use’ or ‘Ingredients List’ drop down feature on a products description, the app takes you right back up to the top of the page again- so you have to scroll back down again every time you click on the page. It eventually gets very frustrating as a consumer and it’s a waste of my time. Would like to know whether it’s a technical error or just bad design..Version: 2.12.0
✓ Don’t sign up for Premium DeliveryMy first order went smoothly and the items were great. During my first order I selected the Premier Delivery options which offers free next day delivery for 12 months for only £10. Obviously I thought this was a great offer so selected this service. When I went to place a second order today I only wanted one product totally £5. When I tried to checkout it was charging me for delivery so I was very confused. I had to dig deep into their website to find out that actually with Premier Delivery you still have to spend £10 to receive the free NDD. This is ridiculous because why am I paying for a service when I can’t use it freely. Not only this but then when I went to look for why I wasn’t receiving the free delivery on my next order I found out that the £10 fee is charged every year and is a RECURRING charge. Neither of these things were mentioned when I went to purchase their Premium Delivery. I obviously felt quite disappointed and like I had been mislead so I went to try to cancel the subscription, only to find that it’s not possible unless you contact them within 14 days of the Delivery purchase. This is ridiculous but I’m just lucky that I only purchased the Premium Delivery a few days ago so had time to talk to an agent and get them to cancel. Seems overall scammy and like they don’t care about their customers. Unfortunate since I loved my first order but I doubt I’ll be coming back after this experience. I wanted to love their brand :(.Version: 2.21.0
✓ Check their Twitter account and then Avoid them like the plagueIf you want to be literally taken for an idiot as well as stolen from this is the place for you! Most frustrating and infuriating experience ever. Delivery never arrived and when I asked for my money back they wouldn’t refund me before investigating with the courier. Although the courier tracking kept saying 0 packages to be delivered ( interesting that I had a delivery from LF scheduled with no package ) and kept being postponed every day ( well obviously since the package didn’t exist in the first place ). And then after arguing with robots on apps and messaging services for 2 weeks (since they don’t answer the phone as to avoid dealing with all the complaints, they hide behind screens) they refunded me less than what I had paid, adding insult to injury! If you need more proof just go on their Twitter page and look at the hundreds of complaints they have from people like me who got conned. There are much better companies out there who respect and value their customers and don’t treat them like sh.. from whom to shop. And those companies will definitively have a human being to speak to on the phone instead of running away from their mistakes..Version: 2.0.0
✓ FRAUDULENT SCAMMERSPlease do not use this service. I order items on Black Friday and they sold out however two months later they have failed to provide me with a refund after asking several times over. They claimed they shipped the items despite sending me emails indicating the item sold out. They also marked the order as fully completed. Their internal processes are deeply flawed. Once I get my money back I will be deleting my account and reporting to regulators. Hope to see them closed down..Version: 2.21.0
✓ Poor delivery serviceI placed an order for the very first time with this company on 1st December 2020 and Today is the 7th December 2020 the order is still showing processing when it say delivery between 5 to 7 days on the day of order. I’ve sent several messages about when are my products going to be delivered ? still no response .A very poor customer service .I do not understand why it will take 7 days to process an order. I just don’t get it and I will never order from this company anymore. Look Fantastic!! !Looks Like poor Fantastic service.Version: 1.4.9
✓ DisappointingI purchased this years advent calendar to give as a gift to my local team of community nurses, as they help me on a daily basis. I was reluctantly informed that 2 of the items were missing. When reported, LF refused to replace the items that were missing. Granted I was offered a partial refund, but this was insufficient to cover the cost of the missing items. I have bought them, as I feel the nurses should not miss out. So, LF have a winning result, with a very disappointing service. I will not use them again..Version: 2.27.0
✓ In-App Customer ServiceThey have a pathetic in-app customer service. What takes a minute to resolve, took a whole month. And even then it wasn’t resolved, I just got too sick of them and stopped pursuing it. Never shopping there again..Version: 2.13.0
✓ Discount CodeI couldn’t use my discount code on the order..Version: 2.27.0
✓ Good products but returns are a nightmareI’ve used this app lots and it’s very easy to find your products and order. Sadly it’s not so easy to return or find out about delayed deliveries! I’ve had several deliveries delayed including one I paid extra for next day but all you get is £5 off your next order - of £20 or more! To return an item you have to apply for a return which isn’t clear at all on the app or website and took me ages to find! Then you have to wait for someone to get back to you and their only method of returning is to take to the post office! The whole process seems very outdated considering how easy their competitors make returns and really puts me off ordering from this app again..Version: 2.9.0
✓ Wish list item filter option request! Please!Could you please add a filter option on the wish list to view items by the order I've added? It's really difficult to navigate the wishlist to find the latest item added. I have to either view by alphabetical order, price range or stock availability(?) and scroll down to find the item I just added... So frustrating and inconvenient!!!!.Version: 2.13.0
✓ Will take your money then tell you they don’t have what you’ve orderedThis company have loads of products and lots or choice however, both times I have ordered from them (both orders about two years apart so it’s obviously something they have not improved) they have accepted my order and had the money and then a week or two later contact me again saying they don’t have the product in stock and that I have to wait until they do. They also make it very difficult to cancel the order or get your money back, because the order is already “on its way” you can’t cancel it. They clearly need a better stock level system because they just seem to take peoples money before seeing if they actually have the products..Version: 2.11.0
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