Hook & Flanker Reviews 

Do not order from this company. Ordered fleece and polo shirt in October. Items have never arrived. Customer Service initially replied with an explanation which was vague at best. Now sending automated replies and it’s impossible to escalate complaint. I’ve had to go via PayPal to get a full refund. Appalling company.

I never received my order, and Hook and Flanker never replied to my emails or dms regarding this. I had to dispute the charge with my bank to get my money back. Avoid!!!

Placed order on September 4th with a confirmation email stating 48h delivery and have never received the order. Have filled in many online contact us forms, returns form, social media contact me on various platforms and all efforts to contact this company have gone unanswered. I can appreciate delays in order fulfillment but the absolute lack of communication has been shocking - options incredibly limited and then neither acknowledged nor dealt with.

Update - since review I have received a dispatch email and also a generic email update. I am still hopeful of a Christmas delivery and knowing there will be a delay will consider buying from Hook & Flanker again.
Ordered on 29th October, tracking update has not been updated since 9th November. Have contacted by email without any response since 19th November. (Emailed for a second time tonight). Ironically, I want to order a second fleece but need to check sizing against the one I ordered first. Poor service so far, which is disappointing as products look lovely.

Still haven't received my order from the 5th October (which is the second I have ordered 'big mistake' as I had a bad experience/ long delivery the first time). The date of turn around stated on the website isn't met. No responses from my emails I have sent them on this matter including a request for a refund. Wouldn't trust hook &flanker again for a 3rd time!

Was contacted by the company themselves, as they offered to create a fleece for our uni rugby team. They designed and created an online shop for the fleece.

We ordered and paid for these in October and have had no response from social media or email when asked for an update on the orders placed! We are students and if we’re not going to get our product we ordered the £30-40 that they cost is a lot of money!

Poor service considering they approached us themselves.

I placed an order in August but it never arrived. After about six weeks and countless messages, I was told it was being sorted that week and I should expect my order within 10 days. I thought I’d stick with it as I like supporting small businesses and they explained they’d had some supply issues. Six weeks later, still nothing. I’ve sent countless messages, requested a refund numerous times and have been completely ignored. It’s made worse by the company posting on social media like they haven’t got unfulfilled orders after taking people’s money.
It’s been three months and I have no fleece or no refund despite several requests. Absolutely terrible service and awful management.

I received my order in good time but the quality was not what I expected it to be so wanted to make a return. I have contacted several times to make a return request but didn’t receive a response to make a return which is disappointing. Because of the lack of communication and poor service, I will not be buying from here again and wouldn’t recommend others do either.

Ordered on 5 October and still haven't received my order. Customer service was helpful initially in that they responded to emails albeit still very vague. Have had no response by email or Instagram since and getting quite worried!

Ordered on 27/10. Is now 14/11 and still haven't received my order. No response to Instagram message, TikTok message or emails. Avoid!

They’re SHOCK!! I ordered 2 fleeces on 26th September. I am writing this review on 6th November and I still haven’t my order!! They don’t reply to emails, they’re have ZERO customer service skills.

Such a shocking company and they cannot blame “small independent company” as there are plenty of 1 man band companies & they cope fine.

Shouldn’t take orders, if you cannot fulfil them.

I will NEVER order from them again!

Awful. Ordered THREE MONTHS ago. Reply from Maise customer service stating they will find out what’s happening. No response.

You ask on their feeds as they are still flogging clothing…to then get your comment removed!
This is really bad and I will be taking the appropriate action.

Avoid this company at all costs.

Ordered beginning of September with an email confirmation saying that the item was on the way with “Royal Mail 48 hours tracked”. Never got any tracking or delivery info. Gave it a couple weeks to give benefit of the doubt, nothing. Emailed the contact details to query what was happening. Never got back to me. Have now filed a complaint with PayPal to get my money. Don’t bother, it’s either a complete scam or they don’t care for customer service in any regard.

Quite a while back, in June 2024, I contacted Brad about a custom order of fleeces for a university Society and I was so so happy with everything! From start to finish he was fantastic, he designed the fleeces and managed to incorporate both the university colours and society logo to create a brilliant product. Once the design was complete and order was in, the delivery didn’t take long at all and I was so incredibly happy with the final product! The fleeces are fantastic quality, super comfy and look awesome! Cannot recommend Hook & Flanker enough, Brad you were amazing! Thank you!

Update to previous comments, despite returns being authorised and item returned, again no a acknowledgement or any communication of any type. In the end has to dispute this with credit card co to get any chance of getting my money back and yet there still advertising as if all is well. keep well clear of this company save your money, time and sanity. If you have already had the misfortune of making a purchase and fighting for a refund, dispute with your card company its the best chance of getting your money back!

👍Good quality products once you receive
👍Tried to appreciate that it’s a 1 man business
👎Turn around time should be changed regularly on the website if it’s not true at the time of purchase. Not everyone knows to look on socials for the new information
👎Seems they keep making new brands on socials rather than fixing the main one
👎You’ll never get a response on your order inquiries as making all the orders is the priority
👎Customer leads are clueless about the actual turnaround times. It changes everyday
👎Change of product producer doesn’t seem to have been a good choice seeing as turn around time is now weeks long

I placed my order on 3rd September. A month later it has finally arrived despite the website saying they ship within 1-2 days. Emailed to chase order and make complaint, no response. Their customer service, or lack of is shocking. Do not order from this company

Ordered a fleece on 5th September, was hoping it would arrive before the women’s rugby World Cup final. Was assured 48 hour delivery as per their post. Can confirm goods have never been received. Tried contacting via various social media platforms. Appears if you are not an influencer in some you’re not worthy of ever receiving one.
Would not buy again and have contacted my bank to arrange a chargeback as no prospect of regaining any money spent either from them direct.

Ordered a fleece, received it in good time but the label on the inside of the neck was half missing and frayed, looked like seconds
Emailed them twice…no reply. Their online chat is useless, it’s a bot.
Sent them a DM on their Instagram account, no reply received
Started a return for the damaged item but you have to wait for them to approve the return… heard diddly squat from them.
So I would not recommend this company they’re happy to take your money but customer service is non existent.
I appreciate they’re a small company but it’s frustrating when they ignore customers.

I ordered 5 weeks ago - have still not received my order and I am being ignored on every platform that I reach out on. Very poor customer service!! Avoid!