Usually I would rate very good as I have shopped with Flannels on several occasions without problems. However on this occasion I have to score poor. I purchased a few items one of them a Hugo Boss hat & scarf set but the hat was missing from the gift box. I could see the box had been tampered with but this is not unusual if an item has been returned and resold. There is no customer service team to call only email which is much slower and very frustrating. It took a couple of days to acknowledge the email only to be told by the agent that they had to look into this further with the warehouse, I am now on day 5 without any resolution or answers. Excellent stock and labels but very poor customer service.