FLANNELS

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!

They had a sweater I had been looking for from Burberry and I was so happy. I paid $1400 USD for 2 of them. Problem is, customs wouldn't release it for delivery unless I paid another $240 USD. They really screwed me with customs tax. I don't think I'll purchase again.

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.

Make sure your items fit! £6.99 for delivery, £4.99 to return and another £6.99 to re order right size. To top it off, anything bought online you can't return or exchange in store… absolute joke.

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

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!

$#*! product the right jumper doesn't even come, the neckline is awful, overall rubbish £5 to return

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!

Customer service poor - returned an wrong sized item, had to do live chat with an idiot for half hour to get a postal label for free return then wait 14 days for a service which was down to an incorrect item being sent. Waste of time and won't be using online service again
For what you pay the service is crap

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

Today, I visited Kingston and entered the Flannels store with my Son (17) and granddaughter (8). From the moment we arrived we were made to feel extremely uncomfortable. As we looked at a couple of items that my son has on his list for his birthday, we were followed by a man who worked in the store. We were not just followed but harrassed. The staff member was too close and was not discreet whatsoever. He was clearly trying to make us feel uncomfortable and he succeeded. How on earth can someone be allowed to make another person feel like they are worthless because that was what he was insinuating. Like we were planning to steal or couldn't afford to buy anything. Disgusting! I felt humiliated. We were in the store for no more than 5 minutes. We looked at the Canada Goose, Stone Island and then sunglasses before my son wanted to leave. The man followed our path all the way to the door where another female member of staff stood. She was there to open the door. I asked her if it was normal to be followed so blatantly in the store, and she ignored me completely, no eye contact or acknowledgment whatsoever. I then turned to the man walking behind me, still following us and asked him the same. He then said that he can do what he wants. I said what, so it was deliberate? He then said again, I can do what I want. I then asked why, he said I don't have to explain anything, it went back and forth until I left. I was furious! I was made to feel this way as was my son. I then decided I wanted his name to make a complaint. He said his name was Gavin and that he was the General Manager! The General Manager! The female member of staff put her foot in front of the door to stop me actually going in. He told me to get out and not to come back. We were outside and I was dumbfounded with what had just happened. He then came out said this is private property please move on. I said this is not private property it's a public footpath. He then went back in to the store and said he will be calling the police. For what!? I didn't lose my temper, didn't swear or threaten anyone during the whole ordeal. Where did the ordeal come from, why did it even occur in the first place? Avoid! Gavin Macintosh!

I paid for next day delivery which arrived a day late, after 30 days and having to complain they eventually refunded this, but the min issue is that the trainers ordered at a value of £480 were in the package but the cleaning fluid worth £20 was not. The package did not look damaged so I assumed was an error on packaging, and contacted flannels immediately. I then have had template answers for a month whilst they investigated internally, eventually showing me the item being packaged at their end, and was told to basically take it up with whoever I want but nothing to do with them, as the couriers told them the order was delivered, so in effect accusing me of trying to commit fraud for £20 really?, They refuse to give me details of anyone internally to escalate to. Clearly reading the reviews on line this is not a one off with flannels, they need to look at a) their service levels and the training of their staff, b) their courier companies. Do better Flannels, put your customers first or you soon won't have any, we have a choice where to shop and I won't be shopping with you again, and I am sure reading these reviews you are losing many more customers.

So the courier left my parcel in my porch but hey guess what I don't have a porch. See photos below! So.i loose my £86 that i paid for a parcel that I never got. Disgusting company lack of customer service is unreal. If you want to receive decent service AVOID SHOPPING WITH FLANNELS!

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

They may be cheap but unfortunately I've found the reason….they do not honour the manufacturer warranty on the garments they sell! Buyer Beware!

Absolutely outrageous. Missing suit jacket from order. The box was open on arrival as evidenced by DPD's own delivery photo and DPD even said the box should not have been delivered opened and returned to sender.

Flannels digital risk department not even caring to know the facts have have unbelievably blocked me from ordering from them again and accused of me of fraud.

Will be seeking legal advise.

Disgusting conduct.

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

Shorted an item for home delivery, i reported this and got a very nasty email saying they don't want me shopping in any of their F Group and blocked me, totally disgusting customer care, £40 down, first and last, stay away

Paid £1100+ postage for Christian Louboutin handbag for my 13 year old daughter's birthday when I went to pick it up from flannels shop we opened it at the counter to find in in a white cardboard box we asked the assistant at the counter we're the louboutin box she rang head office in front of us and she was told it came like that well that to me is worthless if in the future my daughter wanted to sell first thing people would ask for is a box and papers so I will send back

Received a moth-eaten jumper. Customer service could not be bothered. No response to multiple emails. Avoid. It's a scam.

Don't order from Flannels online. They charge an arm and a leg to send substandard goods, then refuse to accept any responsibility despite evidence and attempts to find, they want me to pay MORE postage to send it back so THEY can decide if there's a manufacturing fault. (It's 4 inches smaller but has the exact same label!) After all my requests to escalate my complaint have been totally ignored, it's fair to assume that they'll decide in their own favour. SCAM.

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.

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.