I want to post here about my customer experience shopping with Flannes - worst customer service experience I’ve ever had. They portray themselves as a luxury retailer but they are not (no luxury retailer would charge you shipping and return when you spend over £3k). On delivery I realised that one of the items in my order was missing and promptly informed them. After confirming that all items had been dispatched and looking at the CCTV footage, instead of offering to find a solution or investigate with the courier their response was : “we are satisfied that all items have been delivered and we reject your missing item claim”. Of course as I haven’t received my items, I ask them to escalate this. So they write back to me next day flat out lying that they investigated with the courier (within less than 24h) and that the item has been delivered to me. The plot twist here is that I also contacted the courier who advised me that in reality they never raised a missing item investigation!!!!! Absolutely horrible experience all over - the good thing is that I paid using a credit card and therefore I disputed the charge. WILL NEVER BE RETURNING TO THEIR SHOP. I can see from other reviews that others have experienced similar problems and I am positively shocked because I am shop online a lot and the few times that I had things missing, the retailers have been more than helpful. Needless to say that for me the most shocking thing is that basically they are accusing me of lying and having received the items. I am attaching here the chat with DPD as proof that they never even contacted the courier.