FLANNELSReviews 106

BEWARE WHEN USING VOUCHER CODE
Terrible customer service! After begging to speak with a manager for two days I still get told this is not possible. Please make sure you do not add to order when using voucher code, ie bigger size as they will charge your card and not deduct voucher value. This is a genuine case and I feel like I have been scammed. After being a loyal customer to Flannels for over 20 years I will never use them again!

After 4 days after ordee no order confirmation, no shipping. When on my account is written payment pending. Customer care ABSOLUTE DISASTER- no answer only questions after question! I will contact my lawyer because PAYPAL WASNT AVAILABLE ONLY BANK TRANSFER. Don't know how to get my money back

No Refund for £175. I ordered 3 items online and decided to keep 1 and returned 2. I was only refunded for 1 of the items I returned. They argued for months, eventually after submitting a Section 75 with the credit they agreed to refund me the money as long as I cancelled the section 75. I cancelled the Section 75 and then they claimed the credit card company never returned the money to them, even after providing written evidence from the credit card company. I'm £175 out of pocket and would never risk buying anything from them again. The company operates multiple names including Flannels, USC, House of Fraser, Tessuti,Sports Direct, Jack Wills, Game, Scotts Menswear, I Saw it First, Missguided and many more. Not worth running the risk of never receiving your refund. My Order was with house of fraser, but Flannels is owned by the same company and returns are processed at the same location.

AVOID AVOID AVOID. I have ordered from flannels for years and never had a problem. I recently ordered an Alexander McQueen hoodie for a present when it arrived it looked really wide so I returned it without giving it my daughter so wasn't even tried on. A week later I received the hoodie back saying it was returned in an unsatisfactory condition. I contacted flannels and asked for photos and was told sorry the photos was missed so told to return for second inspection. I returned hoodie again and again rejected this time there was a photo which they are saying shows makeup on the inside although I can't see any. I explained I didn't even try it on so if there was anything on it it must have been there before it was sent to me. I asked for cctv if the item been picked and inspected before sent to me and was told yes that's fine and they would get back to me. A few hours later I received an email saying sorry we don't have cctv after an email earlier the same day saying they do. I responded to the email asking for managers details and they never replied and that was a week ago. I have photos from the same angle as there's yet mine doesn't show anything. Very suspicious that there are no cctv and no photos when I first returned it.

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

Ordered a pair of trainers, which did not arrive. 6 weeks on, still waiting for a refund! Due to their dispute with their courier. Appalling customer service

I will never order from this company again - they owe me over £200. It affected my family and Christmas last year. I placed an order then chose to return items, sent back the items (had to pay for the refund), chased it up for 6 months. Nothing. In the end I had to give up. I emailed approx. 8 times over the span of 6 months. Today as a last ditch attempt I contacted them again, but they closed the chat before the conversation had even reached a conclusion. Nobody helped. I kept proof of the return and asked for the receipt from the post office, sent them that, I sent the order number. Work in finance so may contact Trading Standards regarding the trading practice. I urge you not to order from this website or store. I used tracked postage but they did not send back my money, for whatever reason. Non-specific to Flannels, this is a common type of fraudulent/scamming business model. I have been so patient. Never had such a negative experience from a company in my life.

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.

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.

Dreadful company - with no customer service! Oredred a birthday presnet online - paid for special next day delivery! The item goes missing! And wont refund for at least 35 Days until their investigation is finished! Awful!

So I have bought lots in the past from Flannels and although customer service was never great I generally thought they were Premium brand! Well not at all! Yes shipping costs crazy but what is worst, if you return gets lost! I have proof of postage, tracking number, confirmation from Royal Mail that they will get the money back but Flannels just asks questions and now says it can take 40 days for my refund! Omg they won't let you return to store so I guess they make a healthy profit from declaring lost returns and customers not noticing they haven't received refunds! Pls pls report them to resolver and open cases, I did! Hopefully they will have someone looking at their policies!

Disappointing, not usable, never use, fraud, they are not professional.
Never use them in my opinion

Ordered an Acquia di Parma item and when the item was received it was in an unsealed box and a cheap hand cream inside. I provided numerous pieces evidence to them to provide they have supplied my goods in an unsealed box etc but no, they have concluded their investigation stated the goods were checked on dispatch... how if the box should have been sealed! This was also a Christmas present and would have been extremely embarrassing on Christmas Day had I of not checked. When i tried to express my upset on the phone i was told to not talk over them and was completely shut down. Someone within Flannels or your supply chain partner (DPD) is either fraudulent or negligent. Having looked at trust pilot last night, i was very concerned about how Flannels handle there complains and the 'fob off/ generic emails' customers have received when flagging incidents like this, i decide to go and have a look today at other retailers to see how the item should be received when new. I quickly found that the way in which I received my item wasn't right.

They told me they checked CCTV at the warehouse and the item was checked before dispatch and the item opened to check the correct item was inside! HOW. The item is meant to be sealed? Its a face cream and should be sealed! Which completely contradicts the whole argument.

I was so upset with the response I was receiving when talking to them I could only get upset and angry and ended the call calling them frauds because that exactly how it feels. I ordered these goods in good faith, and they are calling me lair and that i've done this. I am a customer and somewhere in their supply chain someone has been dishonest, and they are putting the blame on me. Something like this has never ever happened to me before, I've always received the correct items. If you are a honest person stay well away from online ordering you will only be upset. You only have to look at the numerous complaints of this nature.

I was really shocked with the tone of the person on the phone, giving me an robotic scripted response, i asked to speak to someone else and was told no. I work for a large retailer and this is not the way you treat any customer. I will be continuing to share this experience online.

Flannels - you have just wronged a very honest person. I appreciate in this world their are dishonest people, but i am not one of them. Shocking..

The Newcastle flannels store are selling shop soiled goods and passing them off as "brand new". Bought my wife a Gucci handbag for Christmas for over £1,600.00 GBP, my wife didn't want the shop display bag so the girl behind the counter ordered a "brand new" one online to be delivered to our home address. When opening the present on Christmas Day it turns out the bag we've received is a shop soiled ex display bag which is full of scuffs and scratches and the green looks dirty. On returning this bag to the Newcastle flannels store the girl told me that all these Gucci bags are in the same condition as they have been doing the rounds circulating since the store was called Cruz. The customer services department have washed there hands of me and my complaint.
DO NOT BUY FROM FLANNELS.

Terrible service from Flannels. Miss selling at it highest. Black Friday deal states if you purchase £1000 worth of goods during their Black Friday offer period you get a £200 voucher back, £100 back If you spend £500. The website clearly states it can be over multiple orders. So I call to see why my voucher isn't working to be told they have made a mistake on their website and I cant Have the voucher! Complete case of miss selling of goods! How can the adviser say yes miss you are right but my manager said flannels website has made a mistake so you can't have it! Disgusting service! Won't be buying from there again.

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.

I placed an order with flannels and when it arrived the box looked like someone had kicked it around. It was partially opened and when I checked the contents 3 of the items I had been charged for were missing.

5 weeks later they are still fobbing me off with excuses that they are waiting for DPD complete their investigation while I am out of pocket for the items.

Never again!

DO NOT BUY FROM THEM
Expensive delivery, expensive returns, will not let you return to the store to save on return costs. Removed my 1 star review from the website as it "did not meet their standards". Customer service was unhelpful and rude.

Never used Flannels and won't again. I returned the item due to it being faulty, faded and looked plain awful. At first that seemed OK I sent photos (to Maddie) who then completely disappeared and was never heard from again.
As I didn't want to pay postage I emailed again, never heard back so posted myself thinking this will be OK, Flannels will refund my postage.
Days after I posted the item Flannels then emailed me a postage label but was too late, the item had been sent back.
As I had paid through Paypal I opened a resolution thinking, easy, this will clear it up as Flannels have been so crap, and not responded to further emails I'd sent. But no PayPal were equally as crap and didn't uphold the claim as I never responded to them, I mean really. Sent them everything they asked for and some. Since then I've been stuck in a time loop between Flannels and PayPal chasing a refund.
Flannels are shocking with no one there able to assist, I've even contacted the person (Gemma) who was in the Paypal trial and heard zero back. I hope they go out of business as not one of them deserves a job if this is how they behave.

Shocking company service as well as rules.
I have never encountered such unprofessional customer service and company policy.
Clearly, the fault lies with Flannels, their side to return the goods is not working, and they have no alternative for customers. They told me to send back the goods at my own expense, where the shipment costs £ 6.99 on their website.
For me, at the post office, they valued the parcel at £ 20, because I have to declare the value and the fee increases. When I asked if I could return the goods to a stationary store, they replied that I could not!
I have not seen such a poor policy of the company yet. In addition, a company that sells luxury brands on its website and in stores really does not count to the customer. I will just add that even the staff in the store in Southampton has no idea about brands, they do not know about the products.
When I asked the company to generate a return label for me and send it to my e-mail, they replied that they did not do it.