I refer to my order number 30736580.
This is the third time I'm writing the review here since I've still yet to receive my shipment. It's beyond frustrating. I've filled up the DOR form your CSA asked me to. In the comments section I told them that I'd like a tracked shipment since the first didn't arrive and this is the least LF could provide after waiting this long. But that was ignored, fine.
I got the email saying my replacement was dispatched. Imagine how I was so infuriated when I opened the email that LF didn't include the items I ordered - One was Alpha-H Skin Perfecting Best Sellers Duo and the other was the Bellapierre free gift (GBP 39.99) that I was entitled to since I spent more than GBP 80. I clearly listed in the NOR form all the items. I've a feeling your customer service advisors probably didn't care or read. The best part is I've checked your website that the Alpha-H products are available and not out of stock. What makes it incredibly unprofessional was that Lookfantastic FAILED to inform me that they didn't include the Alpha-H products and Bellapierre products. LF also didn't refund me the money instead I had to ask the customer service advisors why didn't they at least inform me about the 'Unavailable' items.
I contacted them and I was credited back for the Alpha-H into my LF account. Your advisor didn't bother to ask me if I wanted a refund. Finally after going back and forth with them, I got one of the advisors to refund the money back to my Credit Card. Thankfully. Since LF didn't include the free gift (GBP 39.99) LF could have at least opted my shipment for TRACKED delivery. Surely, GBP 11.99 is less than GBP 39.99? LF couldn't do that? Disappointing as per usual.
The replacement was shipped on the September 18th. As I'm writing this review on October 6th, the replacement is nowhere to be seen. Am I expected to wait till a month AGAIN? Am I expected to fill the DOR form again? Do I have to repeat these agonising process? Had Lookfantastic opted the shipment for tracked delivery, I doubt this would have happened.
Can I just say that this is my hard earned money and for me to wait this long for something I've paid for is really cruel. The fact that some of the beauty bloggers recommend LF, I'd have to tell them to re-consider. I know I'm not the only one in this matter. LF should know that this is unacceptable. Trust me, I'd love to shop at LF again but this is my first time shopping at LF and it has not been pleasant to say the least. I received emails from LF asking me to review the products. But how is that possible when I didn't receive it at all?
Finally can I please liaise with just one caring and helpful customer service advisor instead of multiple advisors replying my emails not knowing or bothering to read the previous correspondences. Also when you send email, please make sure I can actually reply to the email instead of the usual [DO NOT REPLY TO THIS EMAIL] Please LF. I just want my items I paid for. I don't think that is hard. I'm not sure how long I can be patient. I think we can all agree 3 months is a pretty long time to be patient.
A truly disappointed customer.
Please read the previous reviews I left if you can't recall. I look forward to your promising reply.
I posted a review on Friday, August 30, 2013 and I was told that I'll be given an update but no, no emails from lookfantastic at all. To say I'm furious is an understatement.
It's been now 30 days and I told you before I have doubts that my parcel was even delivered in the first place since I've ordered from other UK sites and the longest it took was 8 days. What do you know? I was right and I'm right. My parcel was "dispatched" on 13/08/2013 and it's now 13/09/2013. Where's my parcel now? Disappeared into the thin air? And what else did I find? I found that my money was deducted on 12/08/2013 even before the parcel was "dispatched" and seconds after I clicked the button submit. Definitely not a practice from other websites I shopped at.
I told you before and I would like to be reassured that this time round my parcel will be dispatched with a tracking number with no additional payment.
Review posted on Friday, August 30, 2013
Since I was given a standard robotic reply, I shall post here instead.
I refer to my order number 30736580.
It has been 14 working days since my order was dispatched. Your FAQ states that order to my country takes 4-8 days. Until now, I've yet to receive my order. I was hesitant to order from LF but I gave it a go anyway. Total amount is £129.20, definitely not a small sum. As this is my first time ordering from LF, I'm disappointed. You said that delivery takes up to 30 days but I don't think so. I've to be honest here, I've ordered from your UK competitors multiple times and my items were delivered within 5-7 days. My local postal office is extremely efficient and I've never lost a package before, Never. All the packages were delivered within the time frame given. I'm sorry but it's been 14 days and I wonder if the package was delivered in the first place. What is also upsetting is that one of the items is for my friend's birthday and I'm not able to give her present in time, which quite frankly blows.
Please do not give me the standard answer. I want to be assured if the package doesn't arrive by 13/09 LF will send me a new package with a tracking number and hopefully it reaches me this time round. However I hope I do NOT need to wait for one month and then you're going to investigate (whatever that means) and make me go through the tedious and agonising process of waiting again.
If you could take a look at this link http://www.londonbeautyreview.com/2009/12/lookfantasticcom-customer-service.html
You'll know I'm not the only one. I do not wish to suffer the same fate as them and I hope they get their problems sorted out. As a first time customer, I hope LF will be honest and satisfy their customers.
EDIT: It's been 4 days since your reply. What's the verdict? Did you manage to find the info?
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.