Ordered an Acquia di Parma item and when the item was received it was in an unsealed box and a cheap hand cream inside. I provided numerous pieces evidence to them to provide they have supplied my goods in an unsealed box etc but no, they have concluded their investigation stated the goods were checked on dispatch... how if the box should have been sealed!! This was also a Christmas present and would have been extremely embarrassing on Christmas Day had I of not checked. When i tried to express my upset on the phone i was told to not talk over them and was completely shut down. Someone within Flannels or your supply chain partner (DPD) is either fraudulent or negligent. Having looked at trust pilot last night, i was very concerned about how Flannels handle there complains and the 'fob off/ generic emails' customers have received when flagging incidents like this, i decide to go and have a look today at other retailers to see how the item should be received when new. I quickly found that the way in which I received my item wasn’t right. They told me they checked CCTV at the warehouse and the item was checked before dispatch and the item opened to check the correct item was inside!! HOW .. the item is meant to be sealed?? Its a face cream and should be sealed! which completely contradicts the whole argument. I was so upset with the response I was receiving when talking to them I could only get upset and angry and ended the call calling them frauds because that exactly how it feels. I ordered these goods in good faith, and they are calling me lair and that i’ve done this. I am a customer and somewhere in their supply chain someone has been dishonest, and they are putting the blame on me. Something like this has never ever happened to me before, I’ve always received the correct items. If you are a honest person stay well away from online ordering you will only be upset. You only have to look at the numerous complaints of this nature. I was really shocked with the tone of the person on the phone, giving me an robotic scripted response, i asked to speak to someone else and was told no. I work for a large retailer and this is not the way you treat any customer. I will be continuing to share this experience online. Flannels - you have just wronged a very honest person. I appreciate in this world their are dishonest people, but i am not one of them. Shocking..