Totally! I wasn’t gonna say anything on this post but am currently fighting lookfantastic customer service to replace a $100 order that arrived with a 17oz bottle of makeup remover that had shattered, soaked into, and dissolved the packaging of the other products. It arrived on my doorstep with the package clearly soaked through and falling apart (way to go OnTrac), literally open along one edge. I grabbed it less than an hour after they delivered so I know it arrived in that condition. I wish I’d been at the door to refuse the delivery.
Lookfantastic “as a gesture of goodwill” offered a 15% -> $15 partially refund when I asked for an order replacement and had submitted about a dozen photos. Ignored my replacement request even for the completely empty makeup remover. 1 item was to be a gift for my friend’s birthday, now 2 weeks away so I hope to get it replaced before then, and I’d been intending to resell some of the other items, so with the paper packaging dissolved to mush, ink removed from labels, I cannot do so. I then asked to return the order but could not because the items were not in sellable condition. It’s been a lot of messages back and forth and resubmitting photos, adding more, they’ve been slow to respond but at least they have responded to me unlike to you, and it’s Looking like they’ll send out a replacement, finally. But at this point I’m getting the full story from them before going to social media to showcase their bs, IF they don’t replace the order. Got my receipts! I think of myself as a chill person, I don’t have time or energy for drama, but I’m pretty POed about this.