FLANNELS
Reviews and Complaints

Terrible customer service with Flannels Chelmsford. Bought item in store to find when I came home that it was on the Flannels website for 30% less. Phones store this morning to be told that there was nothing they could do as company policy states that in store items have their own price point followed by “it’s up to customers to tell us when they purchase the item if it’s online for less”! Worst customer experience from a store in Chelmsford - do not use, go online instead

I ordered a bunch of clothes from FLANNELS (flannels.com) to freshen up my wardrobe. To be honest, it wasn't all sunshine and rainbows - one of the items I ordered was a pricey shirt that cost ?130 pounds and I was really looking forward to it. But, when my order arrived, I only received ten of the eleven items that I ordered. The shirt was nowhere to be found.

I contacted customer service via the website's chat and email, and explained my situation. I was pretty bummed about not receiving my shirt and I asked if they could either send me the shirt or refund my money. But, instead of help, I received an investigation into my case. I have no idea what they investigated, because the shirt never arrived!

To make things worse, the customer service team decided to close my case because their "investigation" showed that the shirt had been packed and posted. Um, what? I never received the item, and yet, they decided to shut the door on my problem. Not only did I not receive my shirt, but I was also out ?130 pounds!

I was so disappointed and frustrated with the whole experience that I ended up sending the entire order back. I wouldn't want to deal with such poor customer service again. It's a total bummer, because there were some really cool items on the website that I was interested in. But, I won't be ordering from them online or in-store any time soon.

Overall, it was a really terrible experience. The customer service team didn't seem to care about helping me at all. I was thrilled about the possibility of owning that shirt, but now, I'm just out that money. Shocking stuff, really.

I got a few issues with them. First off, I ordered a pair of fancy shoes, and one of them was totally looking like somebody already wore it before, like they got it from the display in the store or something. Ain't nobody want that, right?
So, I talked to their customer service on their web chat, and boy was that a headache. They were ridiculous with me, and it took a few days before I could even get an exchange process going. But then, I changed my mind, and just wanted a dang refund.
And wouldn't you know it, I'm still waiting for that refund. It's been a whole twelve days since they got the shoes back. And have I heard from Flannels? Nope. Not at all. It's like they don't care about their customers or something.
And THEN, while all this was going on, I was trying to get some E Voucher Gift Cards for my wife's birthday present, right? I wanted to spend around ?700, which is a lot of money. But every time I tried to order online, they canceled my order! And when I asked why, they couldn't even give me a straight answer. It was so frustrating.
Honestly, I would not recommend Flannels. With all the trouble I had, it's just not worth it.

So, let me tell you about my experience with FLANNELS. I recently placed an order for a jacket that I had been eyeing for a while. I was willing to pay the extra price for next day delivery because I wanted it that badly.

When I received the parcel, I was beyond disappointed when I opened it up to find a black shoulder bag instead of my jacket. I nearly cried out of frustration. And to make matters worse, I had paid an extra 9.99 pounds for this next day delivery that had not even been fulfilled.

I immediately contacted customer service to see what had happened and was all but told it was my problem. They said the parcel weighed the correct amount when it left their facility and it was likely an issue with the courier. I couldn't believe it. They took my money and had zero interest in helping me resolve the issue.

After multiple attempts to get this situation rectified, I am currently in contact with multiple authorities, including Trading Standards, to get assistance. If need be, I am prepared to take legal action against this company.

I am not only out of the jacket I wanted so badly, but I am also out of pocket a whopping 426.99 pounds. It is absolutely ridiculous how they can be so careless and uninterested in their customers.

I strongly urge you to not waste your money or time with FLANNELS. Their customer service is non-existent and they do not care about their customers once they have taken their money. Save yourself the trouble and shop elsewhere.

I jus' recently ordered a nice Barbour jacket from FLANNELS online store, but when it was delivered, somehow it didn't reach me. I'm so frustrated with 'em now, cuz despite contacting these guys a coupla times, I'm still in the dark about what's happening. I had to remind them to open an investigation with the courier, and even after that, there's no sign of progress in my case. They told me it could take an entire 28 days, can you believe that? Unfortunately, I was hoping to gift the jacket to someone on Christmas, and it's already looking like that just isn't gonna happen now. I feel like I have to repeat the details every time I call in cuz it seems like no one takes the time to read my case details. In all honesty, I don't think it's worth buyin' from FLANNELS.com, considering the kind of experience I've had so far. I would've even rated 'em lower if I could - that's how bad it is.

I must say, I'm absolutely appalled with the service I received from Flannels. I used to be a loyal customer, spending over ?50k in this store before Mike Ashley took over. The service was always up to par, but since Sport Direct got their hands on Flannels, it seems they just do whatever they want.

I've placed several orders with them, but the service is pitiful; it's worse than what you'd find at Pound Land. My orders are always late, and when they finally arrive, the goods inside are second-hand, off the shelf items that look like they've just been thrown into a bag.

Just last week, I placed an order from Flannels. The amount I spent was over ?800.00, and today, 10 days after I made the order, they went ahead and cancelled it. They didn't send me an email or call me to let me know what was going on. This kind of behavior is absolutely unacceptable. What are they trying to do? Why are these con artists taking over our high street?

I would strongly advise everyone to stop shopping at this dodgy outfit. They're not to be trusted, and they should be ashamed of themselves for the kind of service they're providing. At this rate, it won't be long before our high street is overrun by these market traders.

I must say that I am really disappointed with the services offered at flannels.com. I placed an order for two jumpers and a pair of shoes a while back. I was excited to receive my package, especially since they had promised next-day delivery. However, on the delivery day, I got a message saying that the delivery was delayed with DPD.

Finally, the box arrived open with a gaping hole in it. Naturally, I was not pleased with the condition of my package. After taking pictures of the damages, I reached out to flannels.com. Sadly, their customer support team was not too helpful and failed to take action to fix the issue. To make things worse, I discovered that the two less expensive jumpers that I was expecting were missing.

I was really upset and felt cheated since I had already paid for everything in advance. Despite contacting flannels, they refused to compensate me for my losses. According to them, the boxes were weighed and had arrived in perfect condition. As a result, I have decided to take the matter to a small claims court. It's unfortunate that a big company like Flannels could be so uncooperative and unhelpful.

Although I have had successful orders with Flannels in the past, my recent experience leaves a bad taste in my mouth. I would advise against ordering from them in the future, especially if you don't want to experience the same kind of disappointment I did. If you run into any issues, don't expect any help from their customer service team; you're likely to be left high and dry.

So, I thought I would give Flannels a try and I have to say that I was really disappointed. I ordered an expensive item online and when it arrived it was too small. I decided to head to my nearest store to exchange it for the next size up, but when I got there, they told me that it was out of stock. When I asked them if they could check stock at my next nearest store, they told me that they couldn't do that. This was really frustrating, as it meant that I would have to make a 40 mile round trip just to find out if they had my size in stock.

To make matters worse, when I asked about returning the item and getting a replacement sent to me, I was told that I would have to pay postage for both items. I'm sorry, but I just don't think that's good enough. I mean, why should I have to pay for their mistake?

And to top it all off, I have tried to contact customer service several times, but have been unable to get through. There is no telephone number on the website, just a useless online bot and an email address that takes 2-3 days to respond. This is not acceptable, especially when you consider how much money I spent on the item.

In conclusion, I would not recommend Flannels to anyone. The lack of customer service is just unacceptable and I will never shop there again.

I recently bought a Perfect Moment size 8 sweater from Flannels on 22. 1. 22 for a total of ?161, which included the shipping fee. The item was supposed to be delivered the next day, and much to my surprise, I received a mustard sleeveless blazer instead of the sweater. The blazer had a tag from Perfect Moment size 8 in a polythene bag.

I immediately contacted Flannels through their live chat customer service. I selected the 'received wrong item' option from the drop-down menu and spoke to an assistant who was quick to assist me. The representative was apologetic for the mistake and arranged for a pick-up of the wrong item the following day. In addition, I was given a 10% discount and free delivery to order the sweater once more.

However, things took a turn for the worse on the 28th of January, the day I hoped to finally receive my sweater. Instead, I was given back the mustard sleeveless blazer with a note stating that they check everything before dispatch, and I would not have received this jacket in error, implying I lied about the incorrect item. This left me feeling blank, as I was now ?161 out of pocket and stuck with a garment I did not need.

The fact that there was an option on the drop-down menu for 'received wrong item' raises concern, indicating that this is not the first time such a mistake has happened. Moreover, the fact that the sleeveless blazer was placed in the bag meant for the Perfect Moment size 8 sweater suggests intent, rather than being an honest mistake. Flannels must investigate who is responsible for dispatching orders to avoid such unnecessary issues.

To try and get a full refund, I contacted the Martin Lewis site Resolver. The entire ordeal was stressful and caused me considerable anxiety, leaving me with no option but to advocate against Flannels and not recommend their services to anyone.

In the past, Flannels didn't get the best reviews. I heard about it and was not too keen to make any purchases. However, last week, I decided to give it a try and ordered a designer handbag from their website, but it didn't turn out well for me. When I checked my email, I realized that the order had been canceled. Initially, I didn't think much of it and placed the order again. But once again, I received the same notification. It went on for the whole day, and I couldn't complete my purchase because of a security error.

After a lot of frustration, I decided to reach out to customer service, who handles online purchases. To my surprise, they replied the next day, stating that I needed to pay the full price if I still wanted to get the handbag. This was ridiculous as the day before, the bag was on a discount of 700 pounds! They cited a reason for cancellation, which was that I had used two different addresses for billing and shipping. It's quite apparent that this was not true as I would never have made such an error. To add insult to injury, they held my money from the two transactions for many days, and this amounted to over 3000 pounds. It was so irritating that my husband's bank account even went into overdraft. I explained this to them and emailed them to sort out the situation, but they never reverted.

Needless to say, their unprofessionalism and lack of concern for their customers made me regret even thinking of ordering from them. They won't ever see me or my family members buying from them again. It's not the way you treat your customers. It's already too late for them to do anything now; hence, they shouldn't bother responding to this review trying to make things right. I'm just putting this out there to make sure that other potential customers are aware of what they might face if they choose to shop at Flannels.

I recently had my first shopping experience at Flannel's in Meadowhall, Sheffield and unfortunately, it was not a pleasurable one. I purchased a ?220 Jasmine perfume from the Dior stall and was excited to try out my new luxury fragrance. However, I soon realized that the scent did not last all day and was not as potent as I had hoped. Disappointed with my purchase, I decided to return it the very next day.

As I entered the store once again, I was greeted with resistance from the staff as soon as the word 'refund' left my lips. Despite being dissatisfied with the product and even showing them proof of it being in perfect condition, they informed me of their no-returns policy, which was not shared with me during the time of purchase. The staff was unsure of how to proceed with my return and the manager was eventually involved, who also struggled with the refund process and eventually only offered me a store credit note.

The fact that there were no signs around the store or at the point of purchase about their strict no-returns policy was frustrating and made me feel misled as a customer, especially when other stores in the area offer easy returns and refunds. I was left with a ?110 credit note, which was given to me on a flimsy piece of paper, rather underwhelming for a purchase and disappointing for a brand that sells expensive designer items worth over ?1,000.

The customer service representatives were of no help either, as contacting them for an issue that was not well communicated to me was futile and disappointing. I felt intimidated and unprofessional service, and my trust in this store has been greatly diminished. Their lack of transparency with their customers and sneaky tactics have left a sour taste in my mouth and I will not be shopping there again.

In conclusion, while the store may offer luxury items, their customer service leaves a lot to be desired, and their unclear return policy and lack of signage does not make for a good shopping experience. Trading Standards need to investigate this store's return policy, and I would advise anyone considering shopping here to beware of it.

Order number - FLAN40000085882798

I have just bought £1400 jacket for my daughter for Christmas. It arrives in a plastic bag.

I recently purchased a coat from Canada Goose for less money, it arrived in a presentation box.

I get that they won’t hold boxes for each item, not even a flannels gift bag. Hugely disappointed. White sticky labels on the plastic bag. I’ve paid a lot of money for this jacket.

I returned a large bottle of Creed (£269.99) on 18 October that subsequently went missing in transit.

Unfortunately I lost the paper receipt but did however still have the tracking reference showing the parcel had been accepted at the post office but no further updates aside from receipt at post office counter

Flannels refuse to contact the Post Office to help resolve and I am out of pocket the cost of the perfume.

Customer services extremely slow and unhelpful.

Is there anything I can do?

Unfair returns policy.

I bought a few items in the flannels sale yesterday in York. I took them home for my husband to try on for size, and 1 item he already had (my bad!) and the other was too big.

No more than an hour later I went back to return them and was told I could only exchange or have a credit note. How is that fair? They’d seen me walk out of the shop an hour earlier, no one said anything about a no refunds policy… and now I can’t get my money back? Surely this goes against Consumer rights? I don’t know another high street store that doesn’t offer refunds, so therefore you’d be forgiven for assuming this was common/ fair place across the board.

Can someone pls help, I feel like I’ve been misled on the basis of not been forewarned

So, I was searching for this really nice sweater from Burberry, and I finally found it on FLANNELS' website. I was over the moon when I saw it was available and ready to purchase. However, when I calculated my total amount to pay, I wasn't too thrilled to see it was $1400 USD for two pieces. I really had to think about it, but I decided to go ahead with the purchase.

My excitement quickly turned to frustration when I got notified by customs that my package wouldn't be delivered unless I paid an additional $240 USD. I was so disappointed and angry with this unexpected fee. It really caught me off guard, and it felt like a total scam. Honestly, this situation is a big turn-off for me, and I don't think I'll be making any future purchases with FLANNELS.

Overall, I guess you could say that my experience with FLANNELS hasn't been the best. I thought the website was user-friendly enough, and I was happy to find the sweater I wanted. However, the customs tax really screwed me over, and it left me feeling like the whole situation was out of my control. It's definitely not a good feeling, and I don't want anyone to have to go through the same thing.

So, I had to return it to FLANNELS (flannels.com) also. The whole process was a bit of a hassle, but at least they gave me back my money without too much fuss. In terms of their website, it's pretty easy to navigate, but I found that some of their images were a bit blurry and didn't really show the product very well. However, they do have a wide range of designer items to choose from, which is nice if you're into that sort of thing. The prices can be a bit on the steep side, but I guess that's what you get when you're buying designer gear. All in all, FLANNELS (flannels.com) is decent enough, but maybe be cautious when buying products from them, especially if it's a designer label.

i am very unhappy with my experience shopping at flannels.com. i placed an order for an item but when i received it, it was not the item i had ordered. i contacted customer service and was assisted by a gentleman named mathew, who assured me that he would return the incorrect item and send me the correct one after performing a quality check. unfortunately, this process was repeated twice and i still received the wrong item.

overall, i would not recommend shopping at flannels.com based on my experience. the customer service was unhelpful and the site seems unprofessional. it was very frustrating to go through this process and i ended up wasting time and money. it is disappointing that a company would treat its customers this way and i will definitely be taking my business elsewhere in the future.

So, I had a bit of a woeful experience with Flannels. I ordered a jacket for my son for Christmas, but when it arrived, there was a big ol' pull right smack across the front of it. Not ideal. I wanted to exchange it for something better, but when I sent it back to the company, all I got in return was the exact same jacket with a little note that read "no exchange." I mean... seriously? What kind of service is that?
Now, I'm left with a faulty jacket that my son won't wear, all while being a bit lighter in the wallet. It's left a real bitter taste in my mouth, to be sure.
I will say, though, that I was offered 10% off my next order. But let's be real - after an experience like this, I'm hard-pressed to want to give them any more of my money.
In short, it was a downright disappointing experience.

I spent a cool thousand and five pounds for some sweet threads on flannels.com. I forked over an extra tenner to get those fancy garments delivered to me right quick - and they did show up on time, no worries there. However, when I opened up the package, all that was inside were the clothes themselves. No invoice, no returns paperwork, nada. So, I had to get on email to sort that mess out. And you know what really grinds my gears? I had to cough up eleven quid to return one of the items because it didn't fit right. What the heck, flannels.com? I ain't about paying for delivery or returns, especially when dropping that kind of cash. I don't think I'll be coming back.

My son bought a jumper from FLANNELS online. All was good and fine until after a couple of washes, it started to show faded patches and Marks in areas like the collar and cuffs. I told my son to contact the company to report the issue. They told him to return it to check if it was a product fault. The company got back to us after a few days saying it was a washing error and that they couldn't do anything about it. I know how to do laundry, so I'm pretty sure that's not it.

I wouldn't recommend this company because if this is how they treat their customers, it's just not cool. I understand that they need to protect themselves from false claims, but maybe they could have investigated the issue a bit more before closing the ticket. It's not like I'm asking for a full refund or anything. I just wanted them to acknowledge that there might be something wrong with their product.

In conclusion, avoid this company unless you're prepared to deal with the headache of trying to get them to take responsibility for their products.

Ordered some items from flannels.com, spent almost ?500, and coughed up ?10 for next day delivery. One of the items ended up being too big, so naturally, I had to return it. But the thing is, I had to pay for the return postage. Like, come on guys, cut me some slack here.

Tried reaching out to their Liverpool one store phone number, but no answer for over two days. What's up with that? Make sure your customer service is on point, folks. Other designer brand stores like BASE. Fashion offer free postage and have a pretty impressive customer service with immediate online chat. The high price designer item game is tough, and flannels.com seems to be lacking in some areas.

Honestly, there's a lot they could learn from their competitors. I don't think I'll be picking up anything from them again.

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I recently had some trouble with my purchase from FLANNELS. My husband had kindly bought me a pair of boots worth ?400, but unfortunately, he got the wrong size. When we went to the Coventry store to exchange them, they refused to help us because it had been more than 28 days since our purchase.

I was extremely disappointed with the way I was treated by the staff. All I wanted was to exchange the boots for the correct size, but they wouldn't even consider it. I think it's extremely unfair that they wouldn't help me out, especially given the current state of affairs with the pandemic.

Honestly, I don't even want my money back. All I want is the right size. It's a shame that FLANNELS couldn't make a simple exchange to keep a customer happy. I feel like they really let me down and I won't be shopping there again.

I'm so upset about this experience that I'm even considering standing outside the store to warn others about the way FLANNELS operates. This company is a true disgrace and I hope they take a hard look at their customer service policies and make improvements.

Bought a bag from Flannels and oh boy did I regret it. I received a backpack that was worth ?45 instead! What a joke! I mean who even wants a cheap backpack when they spent a fortune on a gorgeous bag they had seen online? And guess what? The customer service didn't help me at all, claiming that the weight of the package was the same as what was received. As if that meant I wasn't ripped off! They're not interested in helping at all and just want to pass the buck. They told me to take it up with my payment provider. I find this really frustrating because I don't see why I have to be the one to spend my time chasing up and getting compensation when they're the ones who made the mistake. I have heard from so many people that Flannels has misled them, not delivered the product that was ordered, or delivered poor quality items. It seems that this company is more interested in lining their own pockets than fulfilling their obligations to their paying customers. I strongly advise anyone considering shopping at Flannels to think twice before spending their hard-earned money here.

Listen up! If you're thinking about buying anything from FLANNELS, you better think twice because their customer service is downright appalling. I asked multiple times for an email or phone number to speak with management, but they didn't give me any info and the communication was slow as hell. To make matters worse, they don't even offer a clear refund policy, which makes me extremely nervous when dropping cash on their so-called premium products.

Save yourself the trouble and shop somewhere else like Selfridges or Harvey Nic, as they actually care about their customers and handling refunds and returns with ease and grace, even for non-sale items. I mean, when it comes to faulty merchandise, they'll review and assist in any way possible. If only Flannels was like them!

And beware of buying YSL Sunglasses from Flannels - trust me, it's not worth the hassle. You're better off paying full price somewhere else that won't give you the runaround when things go wrong. As someone who's a British Born Immigrant and 3rd Generation, I'm disappointed that a company operating in the UK treats customers so terribly.