Claudia Morgado´s profile

Reviews (1)

LookFantastic

Everything goes well until you order doesn't arrive and you have to contact costumer service

I have made four orders on the look fantastic website. The first three arrived in a week. On the fourth order, something went wrong and it never arrived. Tried to contact costumer service to find out what happened they gave me two tracking numbers that gave me no information on the whereabouts of the order. On the third email they told me I had to wait 21 days until they could consider the order was missing, I waited the 21 days then emailed again. Was told the items were missing and asked for my contact number to pass on to the courier and they told me the items were on their way. A week and a half passed and another email arrived telling me they were still looking for the order. Today I sent an email asking for a refund because I was tired of waiting (more than a month as passed), They answered me that until they receive information from the courier they would not issue me a refund.
I find this kind of treatment unacceptable, it is not my fault that the courier didn't deliver the items and I should not be forced to wait until they do find the order. I have been shopping online for quite a few years now and it is the first time that something like this as happened to me. Regret to say that lookfantastic as lost a client.

UPDATE: After posting this review I was contacted by the costumer service with the information I was to receive a refund for the items ordered.

27 November 2013

Reply from Lookfantastic

Hello Claudia,

Thank you for your review to bring these issues to our attention.

We're very sorry to hear that you have such problems with the delivery of your order and the inconvenience that has been caused while attempting to resolve this.

We have looked into this with the courier and in order to discuss the matter with you further and arrange a positive resolution to this case, we have sent you an email via your Lookfantastic.com account. Please log onto your account and follow the prompts to view this.

If there is anything further that we can help you with at all then please feel free to get in touch, we're always more than happy to assist.

Many thanks once again for your time and patience throughout.

Kindest regards,

Lookfantastic.com Customer Care Team

Claudia Morgado´s profile

profile image of Claudia Morgado
Claudia Morgado
Reviewer
Lisbon, Portugal

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