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.
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
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