FLANNELSReviews 106

ORDER (FLAN*******0180) HAS BEEN STOLEN.

THE ORDER HAS BEEN MADE ON 11/12/2024 WITH THE ORDER OF 3 ITEMS. RECEIVED ONLY ONE ITEM (THE CHEAPEST OF COURSE) WITH PROPERLY PACKED 1 ITEM AND INCLUDED INVOICE OF PRINTED JUST 1 ITEM! I HAVE MADE A FEW CLAIMS ONLINE - NONE RESPONDED ME FROM FLANNELS. I GAVE A CALL TO SERVICE SUPPORT TEAM - AWAITING FOR RESPOND FOR 6 DAYS - NONE RESPONDED. I GAVE A CALL TO THE SERVICE SUPPORT ONCE AGAIN TODAY. THE RESPOND IS - IN WAREHOUSE WERE PACKED 3 ITEMS. I ASKED FOR CONFIRMATION BUT THEY CAN'T PROVIDE DUE TO DATA PROTECTION! AMAZING JOB - RIGHT? NOW THEY PROPOSE TO RAISE A CLAIM TO THE COURIER. OK, BUT THE PACKAGE WAS NOT DAMAGED. I RECEIVED 1 ITEM WITH PRINTED INVOICE TO THIS 1 ITEM ONLY. SO THE ANSWER FROM FLANNELS - GO TO THIRD PARTIES. SO FLANNELS, WHO HAS STOLEN ITEMS FROM MY ORDER? WHY DON'T YOU WANT TO PROVIDE ME PROOFS OF THE PACKAGING? WHY DON'T YOU TAKE RESPONSIBILITIES? WHY DON'T YOU DO INVESTIGATIONS?

The item was sent out in a bad way. A button was crushed in the bottom of the jeans which was meant to be part of the buttons by the waist. So it's of major damage. But they sent it out like this and now I'm fighting to get a refund. I will forward to ombudsman for consumer by Monday. I want my money back and they want pictures etc. disgrace. Only company I had problems with this year. Go to another shop as this is a disgraceful way to treat a customer new or old.

I purchased on line, 3 Xmas crackers containing perfumes at the cost of £50 each,
Lovely product but unfortunately they were packaged together in one thin plastic bag, causing all of the cardboard crackers to be dented or ripped. I needed them straight away so I kept them and wrote a very polite review the same as this one. I was most surprised when I received a message from flannels stating this:-
SORRY, WE'RE UNABLE TO ACCEPT YOUR REVIEW…………how rude, I will not shop with them again!

I haven't received my order at all, and the site says there's nothing they can do. My package is marked as 'delivered' in the mailbox, but there was nothing there. I also checked to make sure my neighbors hadn't taken it for me. On the same day, I filed a complaint on the site. After waiting one month, the site replied that, according to the carrier, the package was indeed delivered, and they are confident that the order was delivered compliantly and cannot accept my claim. That's rediculous! The site can't do anything, neither resending the package nor refunding me.
All the responses I received from this website was outrageously arrogant and disrespectful—truly unbelievable. Avoid buying anything from them at all costs, unless you're willing to pay for a thoroughly unpleasant experience!

Ordered a jacket that came too big so I sent it back on the 11th oct 2024 by Royal Mail with the return label sent to me by email. It arrived on the 12th oct 2024 Saturday delivery which the company flannels signed for, waited till the 16th for my return to be processed and when speaking to customer service they said that they never received it! I sent all the proof and the courier stages when it got picked up then in the sorting depot and then to Flannels and they are still refusing to refund me after I sent all the pictures and proof and the Royal Mail tracking number. Customer services have been rude, unprofessional and very disrespectful which means claiming I made up a courier label and this is not down to them? When sending back stuff they use Royal Mail themselves so I don't understand! Also, I paid for next-day delivery that never came when it did plus my items got sent with no invoice inside and the packaging was disgraceful! I contacted Royal Mail and they said they delivered when they did and I know they did because I tracked it! Royal Mail is doing an investigation about this but this will be my last time using this company because this is highly unacceptable for a company this big!

Do not order anything from this company. I have sent the parcel back that was lost by their preferred delivery company Royal mail and so for over two months the investigation wasn't resolved. I have contacted PayPal to dispute the payment and I have been told that the full refund will be given once I sent the parcel back!stay away and do not order anything as you will loose goods and money!

Absolute zero customer service, it's impossible to speak to anyone, no phone number, web chat and whatsapp is just a useless bot, nobody answers emails. Completely impossible to change an order even 30 secs after it's submitted, unable to cancel or change delivery address. Won't be using in the future

Very disappointed about Flannels's customer service, notice customer service after found the item has quality issue, and got return label, and sent back within 28 days. However warehouse count delivery dates and straight refuse to refund. I was told to get paid back for postage, customer service was lier and never pay me back. Make an complaint to customer service, they use same sentence to reply. The issue never got sorted. As they register in UK, nowhere can help to deal with them.

I paid for next day delivery which arrived a day late, after 30 days and having to complain they eventually refunded this, but the min issue is that the trainers ordered at a value of £480 were in the package but the cleaning fluid worth £20 was not. The package did not look damaged so I assumed was an error on packaging, and contacted flannels immediately. I then have had template answers for a month whilst they investigated internally, eventually showing me the item being packaged at their end, and was told to basically take it up with whoever I want but nothing to do with them, as the couriers told them the order was delivered, so in effect accusing me of trying to commit fraud for £20 really?, They refuse to give me details of anyone internally to escalate to. Clearly reading the reviews on line this is not a one off with flannels, they need to look at a) their service levels and the training of their staff, b) their courier companies. Do better Flannels, put your customers first or you soon won't have any, we have a choice where to shop and I won't be shopping with you again, and I am sure reading these reviews you are losing many more customers.

I bought an expensive watch from Flannels, for 405.99. It arrived in a sealed Fraser's bag. Inside was a tattered watch box, held together by sellotape. It contained a faulty watch, held together by sellotape. Customer Service is claiming that the goods were damaged by the courier, even though the Fraser's bag in which the watch came was unopened. They claim that their QC Department maintains the highest standards and that all their items are 'in pristine condition.' However, when I asked insistently, they refused to state that the items they are selling are new. They are not. Flannels is selling used and faulty items for new, charging the full whack. I spent three days trying to resolve this with Flannels' Customer Service. They keep on sending me fawning emails in which they still maintain it is the courier's fault. I am now short of 405.99, and have no watch. What a scam!

Flannels charge extortionate fees for delivery and sending items back for a refund. I bought 2 pairs of shoes in different sizes, I paid £6.99 to get them delivered and then had to pay another £4.99 to send the pair that were too small back. In total, they charged me £11.99 for being an online customer. These fees aren't immediately obvious on their website, when I emailed customer services they said that I had to read their terms and conditions meaning they like to keep this hidden - avoid at all costs!

The speed is good, but really disappointed with the returns fees. The product description missed a very important point about the material and so have to pay to return it within minutes of receiving the item. So, effectively, you have to pay for delivery, pay for a return and pay again to receive the right product (if indeed, that is the right product). Such a strange business model. How do they expect to survive?

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!

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!

Don't waste your money on next day delivery especially if you need it for cant next day will come 3-4 days late and still charged for it. Didn't receive a refund as they refuse it didn't receive a service either

Where to start! Bought items online - never arrived - Flannels answer they were delivered - proof shows delivery not to my address - totally useless!

My 15 year old son bought an item in store that didn't fit they refused a refund - its scandalous and a ruthless business selling over priced crap!

Make sure your items fit! £6.99 for delivery, £4.99 to return and another £6.99 to re order right size. To top it off, anything bought online you can't return or exchange in store… absolute joke.

$#*! product the right jumper doesn't even come, the neckline is awful, overall rubbish £5 to return