“Please for the love of whatever you have holy avoid this site at any costs. They will bring on a nice sale for an item, you will order it and then send you the wrong item / size. You will ask for an exchange and that will not possible, and then the initial thing you wanted will be ''out of stock''. You will be disappointed and face an utterly incompetent online customer service and the only thing they will help with is to provide you with a QR code to send the wrong item back and get a refund AT SOME POINT (something that you can also do online easily by following 2-3 clicks so save some time there). This happened to me and I have been a customer for many years. I ordered my size, they sent me a different size, they are telling me the item is now out of stock, when in reality it is very much IN STOCK just on a higher price now, which they don't want to bridge despite the whole error being theirs in the first place. AVOID AVOID AVOID!”
“They sent the wrong size. I’ve sent the item back but they won’t advise when I will get my replacement. One service rep said they have received back the package, another said they couldn’t confirm. They said it takes them 21 days to process any returns. They cut you off the chat bot when you try to escalate. Really really poor customer service from a supposed luxury retailer.”
“Over a month ago, I ordered a jumper as a birthday gift, which I never received. After waiting 30 days, the response I received dismissed my concerns and refused to honor the order with either a replacement or a refund. This level of service is completely unacceptable and unethical.
I strongly advise against using this company—their delivery costs are high, and their service is appallingly poor.”
“The issue that I have experienced was: I placed an order and while back for a pair of trainers. Unfortunately they arrived damaged so I had to send them back. I was offered a 20% discount code for a future purchase as compensation. I've since lost the email receipt and discount code. I just contacted customer services and they flat out told me that there has NEVER been any correspondence with my email address, apparently their records go back years. This is impossible as I have been a loyal customer to Flannels for years, as well as other Frasers Group businesses.
It occurred on: 2026-01-26
This meant that This has made me feel very frustrated and angry due to the stubborn and frankly rude attitude of the customer service adviser. As they said "We have no record of any previous emails, chats or calls with yourself from Flannels." No further help, simply "I cannot assist you further". No further investigation, no care or empathy. Just blunt dismissal of me and my issue.
I would like an apology from the customer service agent in question, and also for them to check their records and offer the 20% discount, as was originally promised for a previous discrepancy with an order,so that I can use it against a new purchase. It wouldn't be so bad if this wasn't supposed to be compensation from a PAST order, let alone one that I've not even been able to place yet.”
“Extremely poor customer service. This has been the worst customer service experience I have ever had to endure. 4-5 weeks multiple emails repeating the same issue. Ultimely very disappointing outcome. I will not purchase from this company again in the event I ever had a customer service issue.”
“I ordered a Belstaff jacket from Flannels as a sale item. To my shock, when I opened the package on New Years eve, Flannels had posted a completely different style jacket and with the wrong size and with the wrong tag attached. It is shocking Flannels has got this so wrong. The problem is also that Flannels does not stock the correct size now and other stores are now out of the sale period and therefore I habe lost £86. Flannels has refused to compensate my £86 loss caused by its failures. To me, it seems this is a very regular occurence for Flannels. Disgusting company, which no one should use under any circumstances.”
“Purchased a Boss jumper which after one wear developed holes in front and back. Returned to store with original receipt and told to contact Customer Services online. I then received an email from Customer Services telling me to take the item to store. Once again when I went to the store I was told to contact Customer services online. I have now been to store twice and emailed Customer Services at least 6 times and still no resolution. This company do not value their customers and are only interested in sales, when a problem arises they do not want to know. I have now sent all correspondence to BBC Watchdog and Boss who manufactured the jumper.”
“I returned 500 quid worth of items. Didn't get a penny's refund. They are denying receipt of the return even though I have proof of delivery from the carrier. Beware!”
“we ordered a canada goose bomber jacket for our daughter birthday & the DPD couriers that flannels use just left our daughters jacket outside on display for the world to see & it was obviously stolen & they refuse & still are refusing to send us another jacket out to us to a safe & convenient place or one of there local store pick up etc etc etc & the jacket cost us £1125 & we even payed the extra for the next day delivery too & now they are also trying to say aswell that i have signed for it too , how is it even possible to sign for anything that they have left outside for anyone & everyone to see , its not rocket science but yet they still refuse & we have NOT once asked them for a refund either & there also insured for these types of things too , if anyone buys from these i seriously suggest that you have it delivered to a shop , locker , post office etc & they DO NOT answer there phones AT ALL either , ALL of this as been reported to the police , our bank , ombudsman , solicitors etc etc etc & there still saying i have signed for it & yet they WILL NOT provide us of the proof or evidence of my signature AT ALL , wow & OMG & CLEARLY explained by DPD themselves it has to be in an open doorway , does my photo that the DPD delivery drivers photo look like an open doorway to you lol & again OMG”
“I placed a preorder for the Flannels Crackers on 14 August 2025, paying £150.
The item was not dispatched until mid-October, nearly two months later.
However, immediately after dispatch, I noticed that the exact same product was being sold for £90, and there was also an additional 20% off promotional code available on the retailer’s website.
When I contacted Flannels customer service, I was told the only option was to return my order and repurchase it at the lower price.
I believe this is unreasonable and unfair, as customers who preordered in good faith and waited patiently are being penalised compared to those who ordered later.
I feel that this may constitute misleading or unfair commercial practice, particularly given the significant delay between preorder and dispatch, followed immediately by a large price reduction.”
“SHOCKING COMPANY. To keep it short , ive been lied to so many times by the company and courier DHL who are probably one of the worst couriers.
I asked for my parcel to be sent to my local shop for collection. I received a message to say ready for collection. Ive gone to the shop and nothing there ? Apparently courier taken the parcel back for some reason but scanned to say dropped off. Confusing.....I rung flannels to ask why and not really much luck apart from we will contact them. I then got another Email saying the shop was closed so they cant deliver which was a bone face lie as this was attempted at 3:45pm when shop shuts at 10pm.
Ive rung back to ask what is going on with my parcel then to yet again be told they will contact them to ask. I then received another email saying its gonna be here today on the 20th and guess what nothing. Ive yet again had to contact this shambles of a company to ask for my money back as this is becoming a joke to be told they have to contact DHL to ask to return to sender before I can receive a refund. If its anything like them delivering to me im in for a long wait and some surprises.
I would never use this online service again and if I was anybody reading this avoid at all cost.”
“Avoid Flannels! Bought a £795 Moncler designer jacket, arrived crumpled in a plastic bag. Shocking packaging for a luxury item. Poor service, won't be shopping here again.”
“Very disappointed with their service. Before buying, read their policy carefully — they don’t give refunds, only gift vouchers. I needed shoes, but they didn’t have my size, and they still wouldn’t refund my money. You’re forced to spend that amount in their store anyway, even though I only needed shoes. The selection is poor. After ordering shoes online for such a large amount (£700), I still had to pay £6.99 for shipping — absolutely ridiculous! And the shoes arrived poorly packaged, with the box torn.”
“Love the quality of the outfits and the quick delivery, however i think its really greedy and an absolute rip off to charge for delivery, especially when they charge for store pick up! You are spending hundreds of pounds and they charge for delivery! will buy elsewhere from now on, as many stores do a free delivery over a certain amount. Also when i did our review on there website they blocked it, saying it didn't meet their guidelines, they are regulating peoples honest reviews as they do not like the truth.”
“Never buy from here. I received a pair of lacoste trainers in an incorrect box, abd the trainers were oversized. I returned them within 14 days but the sent me them back on the grounds they had been worn. Complaint sent, and same response. I am now having to take the dispute to my bank”
“After spending £11 on next day delivery for some trainers for my son's birthday. I was sent the wrong color. The invoice was right but the box wasn't. We drove 12 miles to a store to swap them only to be told the online service won't allow store exchanges. Trying to find a telephone number is impossible. You go through a chatbot and eventually get to a human. Only to be told I have to wait up to 14 days to get a refund and then they can send the new one out!! These trainers are £120 and now my birthday teenager needs to wait for his shoes. I'm beyond upset and frustrated. I'm in a position whereby I need to buy them again elsewhere and wait 14 days for my refund. The fact that store and online cannot collaborate for the sake of service is utterly beyond me. This is not a trusted brand that takes service seriously. This is their error. If they sent me the right shoes in the first place .... Upon asking for a formal complaint process I'm cut off the chat. Oh and they were originally delivered by courier and now the return is via post office, our nearest post office because we live in a village is 12 miles away. This is a wild goose chase where flannels are trying to make this return process impossible. Again I echo this is THEIR MISTAKE”
“No online return as 28 day return policy past. (Was a birthday gift ordered early in case it didn't come in time) I didnt want the money back, just an exchange as it was too big. No exchange in-store or online allowed. Just tough luck your stuck with it now attitude.”
“I order from them 2 pairs of sneakers, I received only 1 pair. I showed them the papaer from delivery firm that shows clearly that I revived 1 box of sneakers but they are continuing saying that it is not their problem, something that made my head go boom… how is not they problem?!? I paid in advance for the sneakers.”
