I have been a customer at Lookfantastic.com for many years. Up until a year or so ago I have always been very happy with the service and any contact with the customer support has been a positive experience. However the last few orders I have placed have been delayed or faulty and the so called customer service is beyond dreadful.
After my last shopping experience I have decided to never again place an order with Lookfantastic.com or any of The Hut Groups websites. In November 2012 I placed an order and paid by credit card. The order arrived but was missing two items and instead I received incorrect items of a lesser value. I promptly contacted Lookfantastics customer service team to resolve the issue, however the help I received was confusing and I got the feeling I was receiving autogenerated replies to my queries instead of talking to an actual person...
After numerous messages and many weeks frustration I finally received a returns form for the incorrect items. I requested a refund for the original items that I did not receive and also sent my receipt to be reimbursed for the return postage.
Three months after my order I have finally received my money back for the items I did not receive, however I have still not been reimbursed for my return postage even though I have sent numerous messages to Lookfantastics customer service. They are not even responding to my queries anymore.
I urge you not to buy from this website or any of The Hut Groups websites until they have improved their customer service tremendously. They will steal your money and if you want it back you're going to have to put hours of time and effort into trying to contact them causing you months of frustration. It's just not worth the hassle. I'd rather spend more money purchasing the same products from a trustworthy site.
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