FLANNELS

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.

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.

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.

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!

Would give no stars if I could, ordered a jacket and when I got the parcel and opened (after paying £9.99 for next day delivery) there was only a flannels black shoulder bag inside and no jacket, when I contacted to query what had happened I was basically told they sent it and the parcel weighed the correct amount when it left so its your problem, was told to contact my bank, I was astonished, am currentl in contact with trading standards and a few other places to get help, will take to small claims court if need be, disgsusting customer service, take your money then are not interested, £426.99 I am out of pocket, fuming, DO NOT BUY FROM THIS COMPANY.

I placed my first order with Flannels on 22. 1. 22 for a Perfect Moment size 8 sweater at £161 including postage. The following day I received the order which contained a mustard sleeveless blazer with the ticket pulled off in a Perfect Moment size 8 polythene bag.
I contacted Flannels by live chat. There was an option on the drop down menu for 'received wrong item'. The assistant was helpful, apologising for the error. She arranged a pick up next day and gave me 10% discount and free delivery for me to order the sweater again. On 28th January I received back the mustard sleevleless blazer with a later stating they check everything before dispatch and I would not have received this jacket in error, therefore they could not refund me or do an exchange. So they implied I had lied about this incorrect item. I have been left £161 out of pocket and have a mustard sleeveless blazer!
'Received wrong item' on the drop down menu proves that wrong items are sometimes sent out.
The fact that this jacket was placed inside the perfect Moment size 8 sweater bag indicates that this was not done accidentally and that Flannels need to check on who was actually responsible for this dispatch. I have contacted the Martin Lewis site Resolver to try and get my full refund back. Losing £161 and being accused of lying has caused me a great deal of stress and anxiety. I would not recommend Flannels to anyone.

I tried to exchange a very expensive online purchase in store as the one I received was too small, however the next size up was out of stock when I arrived at my nearest store. I was unable to phone ahead to check stock as I could not find a telephone number online. When I asked about this in store I was told that the store was new and they had no telephone! I asked if they could order my size in and I was told that they could not. I asked if they could check stock at my next nearest store before I made the 40 mile round trip to it and I was told that they could not. I asked about returning it online and was told that I would have to pay the postage to return the unwanted item and another £10 postage for the replacement item. I have scoured their website and there in no customer service telephone number or live chat, just the choice of an online bot that is no use at all or an email address that has a response time of 2/3 days. When/if I ever manage to get an exchange it will be the very last time that I ever use this company. Any company that does not realise the importance of good customer service is just asking to fail.

Bought some Moncler jogger for £375 work them twice the threads came away at the pocket got a hole in they say it's wear n tear when a say had them on twice a mean twice but they say I'm a liar too.
The staff are just like the owner one horrible man MIKE ASHLEY!

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!

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.

STAY CLEAR OF FLANNELS. TERRIBLE CUSTOMER SERVICE... SCAM DO NOT HELP AND DONT SEND WHAT YOY PAY FOR

I placed an order from flannels for 2 jumpers and a pair of shoes. I got a message to say it would be delivered next day then on the day a message to say its been delayed with dpd.
The box arrived opened with a hole in it and I took photos to send to flannels. Surprise surprise my expensive shoes was there but the two less expensive jumpers were not. I emailed flannels who have told me the boxes were weighed and correct and saying they will will nothing.

I think its disgusting a big company would steal from a small individual. To be honest I think its prob a dpd issue but flannels have taken my money and I've not got the goods. Planning to take them to the small claims court
If I was you I wouldn't order from them as if there is a problem they don't help.

I've ordered many times and no issues but this time time there was an issue there expecting me to pay and not recieve the items.

I bought a Dolce Gabbana Devotion bag which arrived on Sunday 20 of February. When upon opening the package I discovered that the colors were not as posted and immediately placed the bag back in its package and returned it back. When Flannels's received the returned package they accused me of using it even with the tag intact to the handbag (probably it was a display model...) An absurdity and lie on there behalf. They have refused me to return my monies of 689 pounds (order number FLAN*******7943) and informed me they are resending the bag back to me.

I have now returned from my vacation and can confirm the Dolca & Cabana handbag has been returned to me safely. I am surprised that the handbag was left on the front porch (for a week) to our house without any proof of its safe arrival.

I left a negative comment on the Flannel page and then they wrote to me to send it back for a follow-up check. After the inspection they sent me back the same bag again and I did not get my money back. They said I used this bag so I will not get my money back.

I will be reporting them to trading standards and perusing for a return of funds via the small claims court. It's disgraceful behavior.

I would not order online again as you do not know what you are going to end up with and they will not take it back!

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

Terrible experience
Terrible experience. I ordered a shirt in size Medium and was sent a size S, The shirt cost me £375 plus £10 for delivery. (which most stores don't charge when you spend over £100) I Contacted customer service to request a refund as they have sent the wrong size. The response was astonishing. Firstly asking me to prove the size I ordered was correct, then asking me to provide images of the shirt and order as proof, then when I provided all the proof they have still come back to me saying that it is not there fault and I can return the item only at own cost and STILL NO MENTION OF A REFUND. I am now on my 6th email but it seems they do not want to accept responsibility and clearly do not want me to return the item for a refund, which I have a right to. Unfortunately it looks like I'm going to have to go down the consumer rights route and make a credit card claim as Flannels customer services are not interested in helping customers return an item. Please avoid at all costs.

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

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

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.

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.

Most disgraceful service ever.

Why do brig well respected brand trade witch such dodgy retailors. Before Mike Ashley brought Flannels I have spent over £50k in this store and the service was always what you expected. Since Sport Direct own Flannels they just do as they please.

I have placed many order but the service is by far POOR, worst than Pound Land.

Ordered many times, parcels always late and when they arrive the good are second hand, off the shelf and just thrown into a BAG.

Place an order last week because they offered a discount, Spent over £800.00 and today 10 days after I placed my order they just d3ecideed to cancel with no EMIAL or Call.

WHAT ARE YOU PLAYING AT. WHY IS OUR HIGH STREE BEENING TAKING OVER BY THIS CON ARTISIT.

Stop shopping at this dodgy outfit. They are typical market traders.