Alexandra Butova´s profile

Reviews (1)


HORRIBLE Customer Service

I've been a LookFantastic customer for years and had different cases. But what I can say for sure is that their customer service is getting worse over time! It's now absolutely unacceptable!
I placed my 134 GBP order (!!!) late in May and it has been dispatched June 1st. In 20 days, when I didn't get my parcel, I contacted Customer Service asking for a bar code which is a must for any international delivery and has nothing to delivery option local tracking code. I had to ask on this several times and this request has been ignored again and again by every new support person taking my requests. Finally, they asked me to submit a Disclaimer Form to, which I did, asking in the message to replace the order to a different address, as the last one was not valid anymore. That new different address has been also listed in my account as "favorite". Later that day I received an Order Dispatched message, and - surprise! - the replacement has been sent to the old address.
I contacted customer support and care@ immediately, pointing their attention to the mistake and again asking for a bar code to be able to somehow track the parcel or claim it on my postal, since I have no chance to know, when it's delivered or probably lost. Holy cow, I had to write this request at least 10 times, no kidding! NOBODY on LF side even tried to read the thread and continued answering meaningless crap on this.

Now it's the most interesting part! Finally, I've got the attention of their Customer Relations Executive. She told me that they are unable to take liability for any lost orders, as they have despatched my order to the address provided on my account!!! When I disagreed, saying that I clearly stated on the address where to send the replacement and also they had to confirm the address with me, if taking one from my account where I have several addresses, the answer turned to be even more ridiculous:

"I can confirm that your original order was despatched to the address you provided. After further investigation you confirmed the address was incorrect after the replacement was sent."

Am I blind or something??! I can see exactly what address I have provided in my email to care@, why BS me?? Why of a sudden it's my mistake?

I'm so pissed. It was indeed my last order on LF.
People, when you give them 5 stars for a product you like, remember, that the one you're to send your thanks is manufacturer. As an online store, LF is seriously bad. That's sad, because I loved them and remember the times, when everything was nice and seamless.

10 July 2013

Reply from Lookfantastic

Hello Alexandra,

Thank you for your review to highlight the poor experience that you have had with on this occasion.

We're very disappointed to her that you have been unhappy with the service that you have received and would like to resolve this for you as promptly as possible. In order t do this, we have sent you an email on your account. We look forward to hearing from you soon to allow us to bring this case to a close.

Many thanks once again for your time and patience.

Kindest regards, Customer Care Team

Alexandra Butova´s profile

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Alexandra Butova
Moscow, United States