FLANNELSReviews 106

Ordered a pair of joggers online. There was only one photograph on the website and when I received them it was clear they weren't as pictured online. That's not the bad bit… below is the returns policy for those of us that shop online:

1) they flat out refuse your return in store
You now have to go through the rigmarole of finding your order number, selecting what you want to return etc
2) of course they want you to pay for the process, why wouldn't they?! Now you're £5 out of pocket…
3) is it a paperless returns barcode like asos use? No of course not, you need to have access to a printer! And if you don't, you'll need to go out of your pay to find a printing shop and pay for the privilege
4) now it's time to make a special and unnecessary trip to the post office. This will also put extra pressure on the environment but who cares?! Flannels certainly don't:)

I Went into the Liverpool store to return them, after making a special trip to the city centre. I was told "we can't accept returns that were ordered online, we only return items that were bought in store". Annoying but okay, I'll just have to go through the entire process of doing it online. After going through the rigmarole of putting in my order number etc I then HAVE TO PAY £4.95 TO RETURN THE ITEM?! IS THIS A JOKE? I THEN HAVE TO PRINT THE LABEL OFF?! With no access to a printer I'm forced to go to a printing shop and pay for the pleasure. To summarise… I get turned down in store for a return, made to go through the hassle of doing it online and then going to a post office and to top it off… I'm forced to pay. Absolute joke of a company.

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

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

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!

They sent me the wrong size shoes to the wrong address. When I eventually tracked the shoes down and sent them back at my own cost, they refused the return and refund. Truly atrocious behaviour.

I purchased a pair of moschino mesh trainers, (cost £235) I had worn the shoes 12-15 occasions the sole on left shoe had come away and the right was also starting to fail, I had owned the shoes just over 13 month's but as stated above had very little use only wearing for special occasions, was cleaned and stored
Correctly after each use. Contacted customer service The trainer's are still in warranty, they advised me to return the trainer's and they would be inspected. The trainer's was returned and with a letter saying wear and tear! The trainer's are still in excellent condition other than the soles that have come away and are unusable. When I received the trainer's back I was not happy with this conclusion as the trainer's are like new but are unusable. I contacted customer services again and was advised to get a independent opinion which I did, I got two written independent inspections done with both coming to the same conclusion the glue had failed and this was not due to wear and tear. I then got back in-touch with customer service and was told they would not except the two independent inspections as they wasn't on letter headed paper even though they was signed and had contact details to verify. Customer services then said I would need a official independent inspection from timpsons, I proceed to do this and timpsons customer service said they where not willing to do it for legal reasons. I now have have two independent written inspection, a timpsons employee in agreement this is NOT WEAR AND TEAR it is a fault with the glue. The situation is very frustrating I've Lost so much time running around jumping through the hoops flannels have requested, constantly moving the goal posts to avoid a refund or replacement. I have now hit a brick wall Which I believe was the intention of flannels from the start.
All in all very disappointed with the whole experience and I advise people to think carefully before spending hard your earned money with flannels.

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

This is my first purchase with Flannels and admittedly it would be the last. I brought a pair of trainers which were on sale to take abroad with me which were on next day delivery however I was not in but rearranged to my work address. I was given a delivery slot which I was grateful for however the given time elapsed. So out of curiosity I went to our main reception and found my delivery - two things were strange here... One I never received delivery confirmation and two the box was opened. I thought it was a case where I had the delivery rescheduled the box has gone through a bit of rough and tumble but it gets worse. I open the box at my desk to find a flannel bag & a trainer box without the trainers. I immediately raised this with Flannels to which they investigated but their timeframes are ridiculous "The investigation can sometimes take up to 28 working days to be fully resolved" At this point, I am expected to wait 28 working days and still be down £139. Thankfully a few working days later I was informed that allegedly I contacted DPD who said I confirmed the case as settled. One why would I go to a courier to who I haven't paid the money and two why would I waste my own time by defending my case to Flannels and then accepting with DPD - It does not make logical sense. When I wrote back with this, I was suddenly met with "DPD is accepting liability for this lost parcel and we are now submitting a claim against them for this to hold them accountable. This will take no longer than 10-15 working days to be carried out. Once this has been completed, we can then look to either refund". What a strange contradiction. So now we finally have a conclusion and DPD have admitted they have thieved my purchase I am now forced to wait for a multi-million-pound company to retrieve their money before I can even receive my refund. I am glad it was only the shoes I ordered and did not spend a bomb. I have sent multiple emails since asking for an update but I am currently being ignored. Quick enough to take your money but make you wait until they are repaid in order to give you your money back. Perhaps this is how they remain a million-pound company.

My friend sent me a link to Flannels showing big sales were on. Tommy Hilfiger's women trench caught my eye straightaway. The style and the length was just what I wanted. The original price was labeled £2300 and And the discount was huge at 90% off to £230. I never bought anything from this brand so had no idea on how much the trench coat normally costs. I placed the order and also paid £6.99 for postage.

I liked it and decided to keep it so cut the label off. Then I noticed the price on the label was £230 and it was the original price not the sale price. I felt like I was tricked into buying the product by a false big sale.

I wrote an email to complain about this mistake and received a reply simply saying that it was a mistake and I was not overcharged. They also advised me to return it if I was not happy. The problem is I was charged £6.99 postage and I also need to pay postage to return it. This means I have to pay for their mistakes.

I bought this product because I thought I paid £230 for something that was worth £2300. If I knew the original price was £230, I may have not bought it.

I would like to warn buyers that this company may use this method to trick you into buying their products. Be careful about this trick to ensure you don't experience the same thing as I did.

I have decided to keep it after reading so many reviews about their horrible experience of not getting refunds even they sent products back to Flannels.

Avoid Flannels and buy those big brands from other companies.

Avoid this place like the plague! Asked to speak to a manager and was told not possible. Followed up and didn't get a manager. The products are absolute tat! The refused to allow me a shipping label to return items. Told me I had to pay €16 to return!

Worst company ever! Don't not shop here as the website and customer service sucks! They are not honest or stand by their word! Just don't do it

This company does not meet their shipping promises, and do not communicate to tell you that there is a problem. In my experience, an order that what placed with a guaranteed next day delivery was not fulfilled. Although there were two orders, I only received an email about one of the orders. I contacted them two days later and had to beg to cancel the order to get my money back, which will be refunded in 3-5 days. Terrible service.

Horrendous customer service. I ordered a pair of New Balance shoes and the parcel arrived in a bad condition and the snickers were missing from the parcel. I contacted them and asked me to wait 28 days for them to investigate, only to tell me after a month that they checked their CCTV footage and that they can confirm the they shipped the item.

Well, maybe you sent them, but I never got the items I ordered! I do not recommend buying from this store, their customer service is useless and very slow. I will have to contact my bank now and ask them to chargeback.

Went in there today and tried to purchase an item. The security tag on one of them fell off onto another jumper. I put jumper in my bag thinking house of fraser and flannels are connected. Went over to frasers. Everyone just into re-useable bags these days. Loss Prevention guy would not have it with me; chased me down. I used to go into the store and laid down on their long benches upstairs because I've been hospitalised and not feeling well. I hope he sees this and notices the many times I just lay down in that store but not do anything suspicious. I have memory loss from my health issue. It is not an excuse but he kept saying it is. I meant to go pay it at Fraser - the jumper. I had not left the store yet and guy accuses me of shoplifting. Wish he had waited for me to leave the store. I offered to go into his "office," if there was one. As I was leaving he said I was banned. I was leaving the store as they recovered their item before I tried to leave. He asked where I was going in an accusatory tone. I don't want to imply that the guy is racist. But even after recovering their item, what else did he want? I would happily go back into the store to show the money in my bank account. But I haven't left the store with the item. I was carrying many things with me. I also didn't run and even spoke to two other sales associates. I might look poor but I have money from bartending. Hope the person never has a chance to be disoriented in their life. Please do check the cctv and I wore flip flops at times into the store previously. Never went to flannels with the flip flops but only had a black jumper on today. I shudder to think if I went to flannels with flip flops and the black jumper. Wish I had left their front door instead of into Frasers to ask associates for matching bottoms on the product I had. Unless they had cameras in their fitting rooms to prove otherwise; I would be highly disturbed to have changed in there for some creepy loss prevention guy to see. My hand was profusely bleeding and I hope it damaged their product as I even navigated to find a band aid.

11th Day and been told by 2 different CS employees that it will take upto 30 days or 40 days for a reply to where my parcel is (even though we all know and have proof that its in your warehouse, This is FLANNELS recommeded courier company through there website (RM). Your employees can't even give a correct time scale as its all a SCAM to keep my money. Please read all the other 1 stars there all saying the same parcel has gone missing and no refunds when its not gone missing some one in your warehouse has stolen it or misplaced it and your customers are being held responsible for mistakes, did get a response this morning and have a guess what they said...rest assured we're investing the matter! What for 5 weeks

On the 23rd June I purchase a pair of men's Louboutin shoes for £549, I wore these on the night and noticed the stitching had come away at the back of the shoe. On the 27th June I went to the store in Leeds to return the shoes, I was met by a store assistant who said he would need to call the manager but could see the faulty stitching.

She then came and began to use the pre taught script of the item has been caught and this is not a fault. I then asked to speak to her manager and a gentleman with grey hair came down. To use the words rude would be an understatement, he also went down the same tact, I asked what the policy was and also the consumer credit act. He said he would take a picture and I would have to take the shoes home, I refused and told him to keep them and send them to head office. He said he would get the area manager to look but in 28 years in retail he had never seen any shoes with a stitching fault. I told him this was ridiculous and even a brand like Louboutin must have manufacturing failures.

He then walked away and I asked him if he was not going to take my details to contact me, he said i had refused to give him my details. I asked him to review is CCTV and also look at how he had dealt with the matter.

Over the years I have bought various item from Flannels, this will not happen again. The next steps are Trading Standards and then the small claims court, I will not be bullied by staff who's only stand point is Intimidation.

STEER CLEAR DO NOT USE!

Date of experience: 27 June 2023

Bought a bodywarmer had a hole in it didn't realise till wearing a week later and they wouldn't exchange or refund customer service was rubbish and rip off clothing so never again would have given it zero if possible

Sent clothes back flannels confirmed receipt over email then proceeded to only give me half the refund. Customer service non existent. Appear to be doing this to everyone total scam!

I ordered a pair of Veja trainers - reviews said go up a size I did and still too small!
Paid £6.00 delivery then had to pay a further £5.50 to return them.
When you have choices - avoid this rip off company completely.