“Do not buy online unless you are absolutely certain you want the item as it costs £6.99 postage and £4.99 to send back. Plus you cannot exchange or get a refund in store. Send back online ONLY!!!”
“I am extremely disappointed and appalled by the recent events regarding my order. It is very unacceptable that out of the four items I had ordered, only two were delivered, and to make matters worse, the most expensive item was missing without any explanation. Despite my numerous emails, the Flannel company has informed me that they are unable to rectify this issue.”
“DPD delivered to the wrong address and threw over an inaccessible fence, the occupants are away, the parcel has been out in all weathers for 2 weeks and flannels are refusing to refund me until a ‘retrieve the parcel for them and return it’ !!! Then they have the cheek to say ‘as a good will gesture we will waive the return fee’ !!! So a parcel was delivered to the completely wrong address thrown over a fence and I have to hunt it down and send it back for a refund. Never have I experienced such bad service”
“I am extremely disappointed and frustrated with Flannels and their handling of my recent return. I returned an item exactly as I received it – unworn, with all original tags and packaging intact. Yet, shockingly, I was initially informed the item had not been returned and the after I contacted customer services to chase up the credit, I was told it was received but informed that the return had been rejected on the grounds that the item was "damaged."
This is absolutely untrue. The item was in perfect, brand-new condition when I sent it back, and I took every care to ensure it was returned exactly as required. I could not have worn the trousers as stated as they were far too long and too tight for me to wear - and I have photos to prove that! Their claim is completely unjustified and reeks of a tactic to avoid issuing a refund. I am now out of pocket for an item I cannot use because they do not fit me!!!
This kind of treatment is unacceptable from a brand that positions itself as a premium retailer. It’s deeply unfair to penalise honest customers who follow the rules and expect a basic level of integrity. I’ve spent considerable money with Flannels in the past, but after this experience, I will never shop with them again and will be warning others to do the same.
Avoid Flannels if you value customer service, fair treatment, and your consumer rights.”
“I ordered a Boss sweatshirt, I received a Boss hoody, which was almost triple the price.
I asked for the right item to be sent, they said it is out of stock, they will give me 20% off the item which was available in a different colour, but the price was much higher.
They dont seem to understand, they are in loss if I keep the wrong item sent, I just want what I paid for, nothing else.
I have gone back & forth via emails with many representatives & they dont seem to get it.
If an item is sent incorrectly, it is their error, not the customers & they should sent the correct item, if not available same item in a different colour, not expect customer to pay more a different colour.
Terrible customer service & I am sure there are many customers, who agree with the service they receive.
I dont ever write negative reviews, but this has forced me to.”
“Pay to return an item which was too small. Got a size 16 for my size 14 daughter. Sounds crazy but, I have to pay to return it.
Won’t make that mistake again..”
“Case Number 14283261
I recently purchased a white YSL bag, but upon receiving it, I discovered it was damaged. I followed the proper return process, providing photographs of the damage before sending it back.
When I later contacted customer service to check on my return and refund status, I was informed that my parcel had gone missing. After following up again, I was then told that the bag in their possession is black, and as a result, they are refusing to issue my refund or return my original white bag.
The customer service themselves are cheaters..
Extremely disappointed..
Don’t trust them!!”
“Avoid Flannels like the plague!!! Make sure you look at their customer reviews before making any purchases. For a company selling designer brands their customer service is atrocious!
While asking to return an unworn item, I have been called a liar and been told to contact a third party if I wish to pursue. I will never buy anything from them again!”
“Worst customer experience ever.
I bought some shoes. Used them home, sent them back because those were not good fit.
Then got on the same morning an email that the shoes had been rejected and sent back to me. arrived hours later but I wasn't home to check so the delivery was sent back.
I'm now being blame for the shoes, paid 2 curriers on top of the item and have had the worst experience ever!
Disappointing how bad their return process is”
“Ordered something on Feb 4th. Email received on Feb 6th that it has been shipped. On Feb 17th, customer service chat tells me that it looks like the item was lost in their warehouse, as it hasn't been scanned for shipment. It was supposed to be a gift, that I needed today! Now they will send a replacement item, which will arrive btw 14-21 BUSINESS DAYS, and there is nothing they can do to speed it up. Unprofessional company, never again.”
“Do Not Purchase from this company.
We placed an order at the end of November. We kept some items and returned some items. We had to pay for the goods to be returned which was not great. But we sent back using a Parcelforce tracked delivery. It was posted on December 5th and we have proof from Parcelforce that it was received by Flannels on Dec 9th. This was well in the 28 day day returns period. We then received an email yesterday 28th January saying the return was not received in time and that they were sending it back to us and we could't return it and they wouldn't refund. We have emailed them with all the proof but they are not replying and there is no number on the website to call. We luckily paid by Paypal and paypal is raising the dispute and we will eventually get our money back. This is fraud. This company cannot be trusted. Terrible tactics to try and keep your money.”
“Having shopped here years and spent thousands of pounds. I recieved a voucher, which unfortunately just expired when I tried using it. I was never told it had a expiry date and zero help when I called up.
Safe to say I will not be using Flannals any time in the near future and I wouldn't recommend them to any one. Zero customer loyalty, your just a number they like to grab money off.”
“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.”
“Scammers at their best!!
Placed an order which never arrived. Attempted to contact their customer services to no avail so went straight to my credit card company to intervene which went in my favour.
Now they’ve blocked my whole address from ordering online.
Jokers!”
“Terrible experience took 299.00 off my account for a declined payment in the Glasgow Ingram street store which still hasn't been returned from 24/12/2024 customer service number a joke, only deals with online orders and will hang up on you!!”
“Do not use this company.
Placed an order for a pair of trainers and 4 perfumes for an early Christmas family meet up. With plenty of time. Box arrives and open up to see only 3 perfumes. So straight on the phone to flannels to be told. We need to see what’s happened, you will hear back from us in 24-48hrs. A week later and they are still looking into it. What a joke. Making me feel like a lier.
I thought this was a reputable company. It should have been sorted and done. Now i get told it’s because it Christmas period. What’s the next excuse 😳. Why do we need to leave a bad review to get anywhere!!!!!!!”
“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!”
“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 or even better go to Numbersix in Chelmsford who are friendly, provide a great service and have amazing clothes!”
