Review Time
I ordered a Burberry polo that came in the wrong colour I tried to return It in the shop they said there was nothing they could do to help, as it was bought online. I then had to pay £6.99 to return after paying for next day delivery in the first place, which I never received till two days later
Fast delivery, smooth transaction.The items are on sale when I bought which was very good. When i openened the items the hoodie has a small damaged next to the logo. :(
Im thinking to return it.
I ordered an Arctic Army Pom beanie and paid 11.99 for next day delivery. Received the hat the next day but it was not as advertised. On the website the hat has a Pom pom which is the reason I ordered it and the one that arrived did not, it was just a beanie. On contacting flannels I was told that the order product was the item advertised and just offered a refund. The hat on the website and the hat they deliver are completely different hats. A mistake has been made on the website with the photograph and description. If you could actually speak to a human and not a bot I would have been able to explain this.
Having had a very bad experience with flannels over the purchase of a couple of YSL bags ,(telling myself I’d never shop there again ) on returning to the store to purchase another gift for my wife,(due to having some vouchers from my last purchase) , I found the staff very pleasant, polite , & very helpful, hopefully flannels will recognise that they are a credit to the store , Jane ( creed perfume) very classy lady and a delight to chat to, guided us through our purchases , nothing being a problem, Crystal on the bags department also very helpful and both me & my wife agreed she was wonderful in sorting out a very complex issue regarding a previous order , they have both restored our faith in flannels and we look forward to seeing both ladies again on our next visit, thank you.
Absolutely appalled by the quality and customer service. I’m extremely disappointed with my recent purchase from Flannels
I purchased a pair of UGG shoes from Flannels for £125 as a birthday gift for my partners mum. After 1st time being worn, the sole has started separating from the back of the shoe. The photos we showed clearly show the sole coming away this is an obvious manufacturing defect, not wear and tear.
I bought this pair on 22nd jan and tried to return on 9th feb expecting to get a refund or and exchange but they've return it back to us saying they cant exchange or refund as they think its caused by external factor.
We even visited a Flannels store in person and staff acknowledged that it appeared to be a manufacturer’s fault. Despite this, customer service has failed to resolve the issue properly. For a company that positions itself as a premium retailer, this level of aftersales support is unacceptable.
£125 for shoes that start falling apart almost immediately is shocking. What an embarrasing gift. What’s even more disappointing is the refusal to take responsibility. Customers should not have to chase refunds or consider contacting the brand directly over such a clear defect.
This was meant to be a special birthday present and it’s been completely ruined. I expected quality and accountability instead, I’ve had frustration and poor service.
I would strongly advise others to think twice before purchasing high-value items from Flannels.
Ordered the wrong size, contacted customer service before the order was processed and they couldn’t change it. Had to cancel and reorder. Reordered paid for next day delivery and got an email saying it won’t be here for 2 days. Awful company.
Last two orders I’ve placed I’ve paid next day delivery at £11.99 which a haven’t received next day which is hugely disappointing espically when you have an outfit planned for the occasion.
I am utterly disappointed with the "premium" service at Flannels. I ordered a pair of lamps, which were marked as available at the time of purchase. Shortly after, the vendor unilaterally canceled one lamp due to stock issues but insisted on shipping the other.
A single lamp is completely useless to me as they were intended as a set. When I contacted customer service (Ticket: 17215416) to cancel the remaining item, I was told it was "too far in processing". To make matters worse, they expect me to pay for the return shipping for an error that was entirely theirs.
To put this in perspective: it’s like ordering two concert tickets and only receiving one—the product no longer serves its purpose. Instead of offering a professional solution like a prepaid return label, the advisor hid behind "Terms and Conditions" and "non-binding contracts".
For a company that claims to represent quality and high-end fashion, this level of customer care is a joke. I am now forced to deal with the logistics and costs of a return because of their inventory failure. Save yourself the headache and shop elsewhere.
Amazing company website is easy to navigate lots of products to choose from at fantastic prices checkout is simple with a great choice of payment options, and a great choice of delivery options i bought a pair of trainers for my grandson,very happy with my purchase and the service I received was amazing highly recommend
Have heard people mock flannels for being associated with the sports direct brand, nonsense to me, I have bought plenty of high end items from flannels and they have been delivered on time and I have never had a quality issue, one time I had a size issue and because I ordered online I was able to send back for a full refund with no questions asked, great customer service and if you look in the sales you can get some cracking deals.
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