LOOKFANTASTIC Singapore

Bought for my wifey and she loves it

Bought for my wifey and she loves it! shipping took a little bit but overall A+

Service recovery is non-existent, borderline scam

Service recovery is non-existent, borderline scam. I placed an order and the tracking status showed item was dispatched but the status was stuck here for weeks. Contacted customer service and they said it was likely lost in transit - all's good, requested for a replacement order to be dispatched. Same issue arose for the replacement order. Contacted customer service again and received the exact same response - refund or replacement? I want the specific items I ordered at the prices I paid so I want a replacement, but obviously it is for LF to look into why the parcel was lost twice in a row before i can proceed with this. From here on it was hell. They first tried to tell me I gave faulty delivery details - I immediately demonstrated that is not the case because I had past orders that were delivered to the same address (it was a super recent past order too). Then they told me there is no way for them to find out what the cause is, and that I can choose a replacement if I wish but it might be lost again (what on earth is this proposal? Do they want to be stuck in an infinite loop with me?) I'm no genius but even I know that their logistics provider will provide reasons for rejecting delivery of a shipment. It's a simple matter of checking records but I just keep receiving these nonsensical boilerplace responses. I requested for escalation of the complaint which was done and was told I will receive a response by email within 2 working days. I specifically told the agent, and he confirmed with me twice, that I don't want to initiate any refund or replacement until we know the reason for the shipment trouble - because I don't want to go through this whole exercise again. Surprise surprise I waited a whole week and it was crickets. Contacted customer service again and they finally told me this time that the order was withheld due to there being dangerous goods in the shipment (see - obviously the root cause can be easily traced). Even so, they gave me the SAME TWO OPTIONS - refund or replacement. This time the agent acknowledged not the possibility, but the CERTAINTY that a replacement will be withheld at customs again for the same reason. Then what is the point of telling me this??? These are fraught with difficulties because (1) they insist on doing a full order replacement without modification for reasons unknown - they could not possibly imagine there is an option of removing the problematic item and doing a partial refund; (2) even a refund is now problematic - they refuse to tell me what the dangerous good is so how would I know what item(s) I must avoid?? During this whole process LF just puts it on me to solve the problem with them. Honestly this is borderline fraud - we as customers pay for shipment too so they are offering a service that they need to fulfil. What on earth is going on here I'm truly horrified by the experience!

I had a mixed experience with…

I had a mixed experience with LOOKFANTASTIC Singapore. While the ease of purchase is commendable, the absence of discounts was noticeable. My order faced issues twice, with delays and cancellations due to "shipping restrictions," which was frustrating. However, I appreciate their customer support team for their prompt response in resolving issues, offering account credits and handling damaged items. Their wide range of product brands is a plus, though the app could use some improvements as I faced difficulties during checkout. Overall, a decent experience but there's room for improvement.

Horrible customer care and service

Horrible customer care and service, I have not received my order within a promised time frame

Bogus website, beware!

Do not buy anything from this fake website. Although it has an sg domain, it seems to operate out of London and I strongly suspect it doesn't deliver any orders at all. The occasional positive reviews might be fake ones written by them. I ordered a few items from them on 2 aug as I thought it was an online skincare shop in Singapore. Little did I know that it has a very bad reputation online (I only googled after my bad experience with them). I received an email notification of estimated delivery between 16 Aug and 23 Aug, however when I clicked on Track parcel, it showed a dubious page of the parcel being shipped from London and my package was untrackable. I messaged them several times via FB and they always used delay tactics, asking for my address etc and saying that I had to wait till 2 Sep before they would process my refund for the non-delivery of my order. I messaged them yesterday (2 sep) and again delay tactics (asking for address, whether i wanted to have resend of the items or refund) were used, with different people "attending" to my request for refund. And silence to my last message asking again when they would refund. Honestly, when I saw they messaged whether I wanted to have the goods resent to me, my heart sank and it confirmed that they are indeed a scam website. Cause no genuine online business would do that, they would just do a refund. Please DO NOT BUY anything from this website. LOOKFANTASTIC.SG is a BOGUS AND FAKE WEBSITE. There is no reply button for me to respond to Look Fantastic sg's comment. Hence updating here. My order number is 595846318.

Terribly slow delivery

Customer service sucks

My order was cancelled then there was a deduction. When tried emailing to ask the mail box full!

Ease of purchase but could so with…

Ease of purchase but could so with discounts as there was none. The last order I made the item never arrived as it was damaged apparently however LF refunded me for this

I order first time

I order first time, products never arrived. Reordered never arrived. What are you guys doing?

Good discount

I love the products on LF

I love the products on LF, they carry brands i do not find elsewhere like philip kingsley.

Easy process to place orders

Fast efficient as always

I didn’t get the first time discount…

I didn’t get the first time discount and I still have to pay for the shipping . Whilst at the other platform I received a lot of discount .

It's the second time my order has been…

Edit: Customer Relations has gotten back to me and applied an account credit to my account as a goodwill gesture. It's the second time my order has been cancelled due to "shipping restrictions". If there are said restrictions, the order shouldn't even be allowed to be processed in the first place.

Responsive agent Millie

Responsive agent Millie Thank you

Easy peasy fast

I cannot use my Amex card to make…

I cannot use my Amex card to make payment. I had to use my debit card. Not using Amex card means i cannot accumulate points.

Process is ok but they is so many…

Process is ok but they is so many misleading discount codes

Easy to order