I purchased the shoes on the 16th February 2024 via the Flannels.Com website. Approx 6 months later I contacted Flannels via their website highlighting excessive wear and tear (rips, foam loss, discoloration) on the inner heel of both shoes. After inspection they consider these findings to be 'normal wear are tear'. I regularly buy designer shoes and never have I had such a failure. I certainly wouldn't expect £200 shoes to fail within such a short timeframe. These are still under guarantee, which they won't honor so I have lodged a court claim against. them. Always bought clothes from their stores where the quality is generally good. Their online Customer Service is inept and painful to deal with. It's modus operandi is to deter you with horrendous customer support so that you will lose interest and give up. Reading the negative reviews you will note that consumers struggle when things go wrong requiring good customer service which appears to be beyond Flannels. Certainly one of the worst customer service teams I have been subjected to, and not reflective of other vendors in this market. 30/12/24 - Update To quantify Brittany's response: I have repeatedly asked Flannels to resolve the clearly faulty products, but they choose to ignore the clear evidence set out and not complied with the warranty claim. As a result of this on the 2nd December I initiated court action to recover the losses which gave Flannels till the 30th December to submit their response. I directed an e-mail to the CEO of Flannels to highlight the unconstructive and amateurish approach from their Customer Service team. Rather than taking control I received an ambivalent response which offer no proactive resolution for £200 items, which for a business returning a turnover of £2.76bn in 2023 is disappointing. It highlights their business mentality, when they would rather waste thousands of pounds on legal effort to defend the indefensible. Certainly, worth reviewing the last 6 months of feedback to get a balanced view of this organisation. 07 /01/24 Update 2 Flannels has directed their legal team to prepare for the small claims court case. The initial correspondence from their lawyers was a detailed contractual letter that outlined the clauses of a confidentiality agreement, which included a derisory settlement figure of a £50 e-voucher. Embarrassing! Update 20/01/24 You might be wondering why I keep highlighting this issue, but I believe it's crucial for consumers to understand how The Fraser Group treats its customers. Their decision to engage lawyers over a £200 warranty claim highlights their mentality, assuming that consumers lack knowledge, experience, or are too intimidated to challenge them. Flannels has reached out again, slightly increasing their initial £50 offer to a still derisory £100. They've also included a Non-Disclosure Agreement in their proposal for a £329 claim, alongside the phrase "WITHOUT PREJUDICE SAVE AS TO COSTS." This is unusual, especially since this is a small claims court case. Additionally, the language in the lawyer's last letter is subtly passive-aggressive, hinting that pursuing my claim is just a waste of the court's time, which seems designed to discourage me from proceeding with my case.