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.
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