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

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.

!

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.