I haven’t used Flannels on the high street so can’t comment, however I did use the on line service last week. Prior to using it, I checked out the TrustPilot reviews for the online service and they are pretty bad. However the online service said it had what I needed at a very good price, I checked with Grenson to see if Flannels are a bonifide supplier which was confirmed so I took the plunge. This is I think where a lot of the issues are regarding bad service. The first email I had confirmed that Flannels had taken my money, not an unsubstantial amount, but that did not constitute a contract. I contacted customer services and they said they may not have the product in, and couldn’t confirm in under 72 hours. At this point I was getting a little frustrated. Contacted them again and asked for a refund. Ten minutes later another email received and that the order had been fulfilled. The order turned up on time, very well packaged, and I was delighted with my purchase. It’s my feeling is that a lot of the bad reviews come from the need to have better communication between the orders and fulfilment departments, systems. Customer services obviously don’t have a clue re order fulfilment. No order should be taken unless the product can be confirmed as available. But very pleased, communication could be much better