This is my first purchase with Flannels and admittedly it would be the last. I brought a pair of trainers which were on sale to take abroad with me which were on next day delivery however I was not in but rearranged to my work address. I was given a delivery slot which I was grateful for however the given time elapsed. So out of curiosity I went to our main reception and found my delivery - two things were strange here.... One I never received delivery confirmation and two the box was opened. I thought it was a case where I had the delivery rescheduled the box has gone through a bit of rough and tumble but it gets worse. I open the box at my desk to find a flannel bag & a trainer box without the trainers. I immediately raised this with Flannels to which they investigated but their timeframes are ridiculous "The investigation can sometimes take up to 28 working days to be fully resolved" At this point, I am expected to wait 28 working days and still be down £139. Thankfully a few working days later I was informed that allegedly I contacted DPD who said I confirmed the case as settled. One why would I go to a courier to who I haven't paid the money and two why would I waste my own time by defending my case to Flannels and then accepting with DPD - It does not make logical sense. When I wrote back with this, I was suddenly met with "DPD is accepting liability for this lost parcel and we are now submitting a claim against them for this to hold them accountable. This will take no longer than 10-15 working days to be carried out. Once this has been completed, we can then look to either refund". What a strange contradiction. So now we finally have a conclusion and DPD have admitted they have thieved my purchase I am now forced to wait for a multi-million-pound company to retrieve their money before I can even receive my refund. I am glad it was only the shoes I ordered and did not spend a bomb. I have sent multiple emails since asking for an update but I am currently being ignored. Quick enough to take your money but make you wait until they are repaid in order to give you your money back. Perhaps this is how they remain a million-pound company.