Flannels Reviews 

I have previously bought items from flannels before instore and online and never had issues with the purchase. But on this occasion I bought a mens formal shirt, it was on sale and really nice BOSS shirt. The express delivery was very good. The item in question had a small stain/mark on the front of shirt near the collar. I would want to return the shirt, but i need the shirt for weddings occasion. So I need to hide the marks. This should not of happened.

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I will not buy anything from Flannels. I spent 103 pounds and received an empty box. I filed a complaint immediately while the delivery driver was still at my doorstep. The bag was visibly tampered with and open from one side. I informed Flannels, but they took no action, which has led me to feel that I have been treated dishonestly. I have lost 103 pounds

Charged and ignored – Refused cancellation on the exact same day!

attempted to cancel my order on the exact same day it was placed, well before any shipping process should have been finalized. Instead of stopping it, this company forced the order through their system anyway.Now, I am being told I have to wait 6 days for the item to travel from their warehouse to a physical store, and then wait another 10 to 14 days just to get my refund.Holding my money hostage for nearly three weeks because of a cancellation made on day one is completely unacceptable. Their internal logistics loop shouldn't become the customer's problem. Terrible system and awful Rude customer service. Avoid!

Quick, easy, accurate and delivered on time

I never leave reviews for companies but the service I got from flannels was genuinely awful.

Paid for next day delivery, item came on time (the only positive)

What arrived was ripped up packaging, with an incorrect jacket inside (one way cheaper due to discount than the one I actually brought)

Reached out to customer service, and was told the item I brought was actually out of stock so there system just sent me a different colour instead.

Firstly, why was I able to purchase an item if it was out of stock? And is sending a different item (while making me pay £12) for non-refundable shipping really better than just cancelling the order??

Now I have to send the item back, losing out on £12 and having to wait 3 weeks for funds to be returned because I purchased an item that was in stock on the website but out of stock in the warehouse.

Makes 0 sense

Unless anything is done to resolve this I will not be using flannels ever again.

Worst company experience yet.

The whole process was dealt with efficiently and quickly. Delivery was as promised.

If i could give them -1 stars i would.

I genuinely cannot remember the last time I experienced customer service this poor from a retailer, especially one that markets itself as “premium”.

I purchased a pair of trainers from Flannels for £119 during a promotion. I simply needed the next size up. By the following day, the exact same trainers had gone back up to £165.

I contacted Flannels almost immediately and explained that I wasn’t trying to buy a different product or take advantage of an old promotion. I simply wanted the identical pair of trainers in the correct size.

Flannels refused absolutely everything.

No size exchange. No price adjustment. No discount. No voucher. No goodwill gesture. They wouldn’t even waive the cost of returning the original pair.

Their solution was effectively for me to pay to return a completely unworn pair of trainers and then pay another £46 to buy exactly the same product in the correct size.

I found this so unreasonable that I formally escalated the complaint. It was then reviewed by a Senior Customer Service Adviser.

After all of that, the senior response was essentially another lengthy repetition of company policy. They acknowledged my frustration, acknowledged that I only wanted the identical trainers in another size, and even stated that “Customer Satisfaction is our topmost priority” — but still offered absolutely nothing to resolve the situation.

Apparently customer satisfaction is a “topmost priority”, right up until providing even the smallest amount of flexibility or goodwill is required.

I fully understand that promotional prices expire. That was never the issue. The issue is how unbelievably inflexible the company is when something as simple as a size change occurs one day after purchase.

For a retailer that positions itself at the premium/luxury end of the market, the after-sales service is frankly embarrassing. Premium prices with bargain-basement customer service.

I gave Flannels numerous opportunities to find a reasonable solution and even escalated it through senior customer service. Every opportunity was refused.

I’ll be returning the trainers and spending my money elsewhere.

If you’re buying online from Flannels, make absolutely certain you know your size beforehand. If it doesn’t fit, don’t expect common sense, flexibility or meaningful help from customer service.

A completely avoidable situation handled with an astonishing lack of common sense or customer care.

Never again.

placed a large order with Flannels, and the experience has turned into a total customer service nightmare.
One of the items I received-a
Gucci Canvas Headband-did not look authentic. The quality was poor, and one side was visibly shorter than the other. While Flannels eventually refunded me for this specific defective item, another headband from the same order was completely missing from the package and never arrived at all.
I have been fighting to get a refund for the missing item since August 4th. I used Frasers Plus to pay for this order, but their support is just brushing me off. They keep opening new support tickets for the exact same issue, and I am already being passed around to a third different customer service agent who just makes excuses about "escalating" the query instead of actually fixing It. The 14-day investigation window has
passed, and they are still playing games while | am forced to keep paying my monthly balance. If I had used PayPal, this would have been sorted out weeks ago.
Flannels and Frasers Plus, stop passing my case to different people and refund me for the missing item immediately!

Having to pay for delivery and return and then delivery for a replacement is disgusting so not bothering with replacing the item and possibly not purchasing from here again.

Apparently UK consumer and trading laws don’t apply to Flannels.

I ordered a £500 item. The transaction went through without any issues, but the item was delivered to the WRONG address.

Flannels insist it was delivered to the correct address.It wasn’t.

I contacted DPD, who told me I needed to deal with the sender. They provided a photo of the doorway where the parcel was supposedly delivered,it wasn’t my door, or even a door I recognise on my road.

Despite this, both DPD and Flannels have refused to take responsibility or do anything to resolve the issue.

So I’m now £500 out of pocket, with no item and no resolution. I paid using a gift card, so I can’t even do a chargeback.

Absolutely appalling customer service and a complete lack of accountability between Flannels and their delivery partner.

**DO NOT USE FLANNELS.**

Budget centred company selling quality items. No customer service, do delivery if promised and failure to do anything right. They make Evri look like an award winning company .

Simple process, easy to purchase, quick delivery, the shoes are great!

no parcel . no contact to explain . still waiting missed the deadline as this was a present .

I’ve actually come around to liking Flannels. Yes, delivery fees and no free returns are a pain, but the low costs are the model, and they’ve been easy to deal with. Will use again 😊

Ordered 2 items from you on 26/8 my delivery was 4/9 still havent recieved my delivery contacted DHL via email 3 times said get back to me within 24 hours no response no delivery contacted flannels and have been passed from pillow to post with no answers or still no delivery

Returns policy says you can return but then charges £5 to do so. Unacceptable when shoes arrive looking different to in the photo.

Within 20 minutes of placing the order, I contacted you to request a cancellation because I had selected the incorrect size. I both called and emailed, but unfortunately received no help or response in time to cancel the order.

It’s extremely frustrating that I now have to pay for the return when I made every effort to cancel the order almost immediately after placing it. This is very poor customer service and, quite frankly, a joke.

Arrived on time and delivery was as I'd asked

I'm highly disappointed. Ordered pair of shoes last month, paid £7 for shipping (most expensive shipping of all online retailers which I'm using). Still didn't receivedmy item. After contacting DHL courier they told me my parcel is missing and supposed to contact Flannels directly. After annoying chat with ai customer service, finally they connected me with somebody from customer service, they said I'll receive email with information regarding my order but it's another day and I still didn't get any email or item neither. I'm not recommending flannels at all.

Speedy delivery , standard of product and value for money .thank you