LK´s profile
Reviews (5)
LookFantastic
Poor and slow customer service
When I first started using Look Fantastic more than 3 years ago it really was fantastic. I would order my things and a couple of days later they would arrive. I never waited more than 3-4 days for my packages to get to Denmark.
Unfortunately that is not the experience anymore. Twice my packages have gone missing without a trace. The first time my items where replaced after 3 weeks and this time I am still waiting almost a month after I ordered the items. I got in contact with customer services which told me I had to wait full 21 days for my order to arrive in-case of any delays on getting this to me. I didn't accept this and got in touch with customer services again. I was told to send in a non-receipt of goods disclaimer form, which I did. They didn't receive it - I send it again and that was 5 days ago and I still haven't heard anything.
On average customer services take 2 days to answer you questions. I feel like they are delaying time for the full 21 days to pass before they will send my items again. In the meantime I got several emails from Lookfantastic asking me to review my latest purchase - which was the one that I haven't received yet and asking me to come back since it had been a while since I shopped at their web shop.
Another story:
I bought a lotion and later that day found it cheaper somewhere else and I wanted to cancel my order. I got a message saying that they couldn't cancel my order because it had already been processed. A couple of days later I got an email that my item had been sent. I waited for my packaged accepting that I couldn't cancel the order - at least they had sent it fast this time. However, a couple of days later I received a new email stating that they had refounded my money and my order had been cancelled. That was great and I thought that I would just have to return my item when I received it, since it had already been sent and been on it's way for almost a week. However, it never showed up! My money was returned though - it just makes me wonder what happened to that package?
I really wish you customer service could be as great as your products and prices.
Thanks for the fast reply - I wish you were as fast to reply on your own website :)
My order number is: 26587411
Reply from Lookfantastic
ezzence.dk
Super service
Hurtig levering og rigtig god Kundeservice. Dog synes jeg at tjekout forløbet er uigennemskueligt - især ved valg af forsendelsesmetode kan siden godt optimeres
Reply from Ezzence A/S
Tak for din fine anmeldelse, og vi er rigtig glade for at høre, at du er tilfreds med vores shop. Det betyder rigtig meget for os, at du giver din kritik herinde uanset om den er positiv eller negativ, da det giver os mulighed for hele tiden at forbedre vores kundeservice. Vi vil tage din kommentar til efterretning og se om der er noget vi kan gøre noget for at gøre checkout forløbet mere overskueligt.
De bedste hilsener
Sofie Mohr
Business Developer
Ezzence.dk
Babyhome
Hurtig og nem levering
Bestilte mine varer tirsdag og onsdag var de her allerede. Fantastisk!
De3bedste
Hurtig levering
Hurtig og fantastisk levering. Varen var som beskrevet på sitet. Vil bestemt anbefale det.
Yourkids
God og hurtigt levering
Hjemmesiden er nem at overskue, levering kom hurtigere end forventet - alt i alt en god oplevelse.
LK´s profile
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Thank you for taking the time to write us your review.
To enable me to look into the problems that you have experienced with your recent orders I will require your order number if you could add this for me from any of your orders I will be more than happy to do all that I can to resolve the problems for you.
In regards to our customer service here at Lookfantasic.com we are always improving the service that we offer to our customers, that is the reason that your comments are so valuable to us.
I will look forward to receiving your order number from yourself.
Thanks from the team at Lookfantastic.com
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