FLANNELS

The item was sent out in a bad way. A button was crushed in the bottom of the jeans which was meant to be part of the buttons by the waist. So it's of major damage. But they sent it out like this and now I'm fighting to get a refund. I will forward to ombudsman for consumer by Monday. I want my money back and they want pictures etc. disgrace. Only company I had problems with this year. Go to another shop as this is a disgraceful way to treat a customer new or old.

I purchased on line, 3 Xmas crackers containing perfumes at the cost of £50 each,
Lovely product but unfortunately they were packaged together in one thin plastic bag, causing all of the cardboard crackers to be dented or ripped. I needed them straight away so I kept them and wrote a very polite review the same as this one. I was most surprised when I received a message from flannels stating this:-
SORRY, WE'RE UNABLE TO ACCEPT YOUR REVIEW…………how rude, I will not shop with them again!

ORDER (FLAN*******0180) HAS BEEN STOLEN.

THE ORDER HAS BEEN MADE ON 11/12/2024 WITH THE ORDER OF 3 ITEMS. RECEIVED ONLY ONE ITEM (THE CHEAPEST OF COURSE) WITH PROPERLY PACKED 1 ITEM AND INCLUDED INVOICE OF PRINTED JUST 1 ITEM! I HAVE MADE A FEW CLAIMS ONLINE - NONE RESPONDED ME FROM FLANNELS. I GAVE A CALL TO SERVICE SUPPORT TEAM - AWAITING FOR RESPOND FOR 6 DAYS - NONE RESPONDED. I GAVE A CALL TO THE SERVICE SUPPORT ONCE AGAIN TODAY. THE RESPOND IS - IN WAREHOUSE WERE PACKED 3 ITEMS. I ASKED FOR CONFIRMATION BUT THEY CAN'T PROVIDE DUE TO DATA PROTECTION! AMAZING JOB - RIGHT? NOW THEY PROPOSE TO RAISE A CLAIM TO THE COURIER. OK, BUT THE PACKAGE WAS NOT DAMAGED. I RECEIVED 1 ITEM WITH PRINTED INVOICE TO THIS 1 ITEM ONLY. SO THE ANSWER FROM FLANNELS - GO TO THIRD PARTIES. SO FLANNELS, WHO HAS STOLEN ITEMS FROM MY ORDER? WHY DON'T YOU WANT TO PROVIDE ME PROOFS OF THE PACKAGING? WHY DON'T YOU TAKE RESPONSIBILITIES? WHY DON'T YOU DO INVESTIGATIONS?

I haven't received my order at all, and the site says there's nothing they can do. My package is marked as 'delivered' in the mailbox, but there was nothing there. I also checked to make sure my neighbors hadn't taken it for me. On the same day, I filed a complaint on the site. After waiting one month, the site replied that, according to the carrier, the package was indeed delivered, and they are confident that the order was delivered compliantly and cannot accept my claim. That's rediculous! The site can't do anything, neither resending the package nor refunding me.
All the responses I received from this website was outrageously arrogant and disrespectful—truly unbelievable. Avoid buying anything from them at all costs, unless you're willing to pay for a thoroughly unpleasant experience!

Do not order anything from this company. I have sent the parcel back that was lost by their preferred delivery company Royal mail and so for over two months the investigation wasn't resolved. I have contacted PayPal to dispute the payment and I have been told that the full refund will be given once I sent the parcel back!stay away and do not order anything as you will loose goods and money!

Ordered a jacket that came too big so I sent it back on the 11th oct 2024 by Royal Mail with the return label sent to me by email. It arrived on the 12th oct 2024 Saturday delivery which the company flannels signed for, waited till the 16th for my return to be processed and when speaking to customer service they said that they never received it! I sent all the proof and the courier stages when it got picked up then in the sorting depot and then to Flannels and they are still refusing to refund me after I sent all the pictures and proof and the Royal Mail tracking number. Customer services have been rude, unprofessional and very disrespectful which means claiming I made up a courier label and this is not down to them? When sending back stuff they use Royal Mail themselves so I don't understand! Also, I paid for next-day delivery that never came when it did plus my items got sent with no invoice inside and the packaging was disgraceful! I contacted Royal Mail and they said they delivered when they did and I know they did because I tracked it! Royal Mail is doing an investigation about this but this will be my last time using this company because this is highly unacceptable for a company this big!

Absolute zero customer service, it's impossible to speak to anyone, no phone number, web chat and whatsapp is just a useless bot, nobody answers emails. Completely impossible to change an order even 30 secs after it's submitted, unable to cancel or change delivery address. Won't be using in the future

Where to start! Bought items online - never arrived - Flannels answer they were delivered - proof shows delivery not to my address - totally useless!

My 15 year old son bought an item in store that didn't fit they refused a refund - its scandalous and a ruthless business selling over priced crap!

Flannels charge extortionate fees for delivery and sending items back for a refund. I bought 2 pairs of shoes in different sizes, I paid £6.99 to get them delivered and then had to pay another £4.99 to send the pair that were too small back. In total, they charged me £11.99 for being an online customer. These fees aren't immediately obvious on their website, when I emailed customer services they said that I had to read their terms and conditions meaning they like to keep this hidden - avoid at all costs!

I bought an expensive watch from Flannels, for 405.99. It arrived in a sealed Fraser's bag. Inside was a tattered watch box, held together by sellotape. It contained a faulty watch, held together by sellotape. Customer Service is claiming that the goods were damaged by the courier, even though the Fraser's bag in which the watch came was unopened. They claim that their QC Department maintains the highest standards and that all their items are 'in pristine condition.' However, when I asked insistently, they refused to state that the items they are selling are new. They are not. Flannels is selling used and faulty items for new, charging the full whack. I spent three days trying to resolve this with Flannels' Customer Service. They keep on sending me fawning emails in which they still maintain it is the courier's fault. I am now short of 405.99, and have no watch. What a scam!

Very disappointed about Flannels's customer service, notice customer service after found the item has quality issue, and got return label, and sent back within 28 days. However warehouse count delivery dates and straight refuse to refund. I was told to get paid back for postage, customer service was lier and never pay me back. Make an complaint to customer service, they use same sentence to reply. The issue never got sorted. As they register in UK, nowhere can help to deal with them.

The speed is good, but really disappointed with the returns fees. The product description missed a very important point about the material and so have to pay to return it within minutes of receiving the item. So, effectively, you have to pay for delivery, pay for a return and pay again to receive the right product (if indeed, that is the right product). Such a strange business model. How do they expect to survive?

Don't waste your money on next day delivery especially if you need it for cant next day will come 3-4 days late and still charged for it. Didn't receive a refund as they refuse it didn't receive a service either

Terrible experience trying to place an order: have tried several times and each time it was cleared by a variety of payment providers (AmEx, bank, Apple Pay) who each confirmed my identity numerous ways. Flannels insists that I send them "(1) a photo ID such as a passport or driving license; (2) an official document which shows the invoice address such as a utility bill or statement; and (3) a copy of the credit card being used showing the last 4 digits and a cardholder name." They are asking for all of this by email.

Clearly, this is neither legally nor commercially necessary nor a good idea - it is emails like this that are likely to compromise my data, not me trying to buy some shirts with Apple Pay (and makes me wonder how they handle customer data more generally). Ridiculous system - would avoid.

Purchased an item in store. Asked if i could return if it didn't fit - returned within 5 days still in packaging with labels. Told me they could nt refund in store! I had to pay postage to send it back! Also one order was a t-shirt missing - basically suggested i had had it as refused to replace or refund. Terrible attitude no customer service. Have spent 100's of £ - NEVER EVER again. Apparently i'm not the only customer where items have gone ' missing' recently

Flannels really let themselves down with extortionate delivery charges! £10 for next day delivery.
Item was too small ( nothing like the size chart).
They then have the gaul to make me pay £4 to return the item!
Disgusting charges.
There are so many better designer shops online that offer cheaper delivery and free returns.
There's really no need for anyone to use Flannels ever again.

I was missing circa £380 of goods from an order but was told as they were confident they were sent to me and my packaging didn't look
Damaged that they would not refund or send the items! Absolutely dreadful customer service attitude and very rude responses. Taking to trading standards but meantime I want to stop others from losing money from this con artist of a company

Bought a dress and got a shipping notice after one day. Unfortunately there was no progress in tracking status for several days. So I contacted them again and asked them if the item has already been shipped. Some days later the answered that there must have been a problem with my shipping address and therefore the courier sent the parcel back. I can't imagine because normally the sender can change the address if there is any mistake. They told me that I will receive my money back when the parcel arrives at their company. But there is still no progress in the tracking history and until now I didn't get any money back. Would never ever buy again. Hope that PayPal will solve the problem.