“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.”
“Returns portal was down so i reached out and they told me to use my own courier, DPD have 'lost' / stolen my parcel and although i have provided proof it made it to DPD just hasn't made it to them, they are refusing to accept any liability. Now i am £250 down for a pair of FAULTY sunglasses”
“Beware - Flannels (Oxford Street) misrepresent facts then refuse to help
Went to Flannels to buy some gifts for my son for a special occasion. Bought a fragrance for him based on what the assistant told me. She was completely wrong and sold me the wrong fragrance. Relying on her misInformation, I reassured my son it was the same as the one he wanted. He opened it and said it was different, which is the case. Now they refuse to deal with their misrepresentation. I would never have bought it, had I known the truth. Spoke to the flippant manager who showed zero interest and clearly has no care about customer satisfaction. If you misrepresent an item, you should sort out your mistake. Dreadful and appalling customer service. Beware. I do not recommend shopping here at all.”
“Jimmy Choos were delivered to me and clearly weren’t quality checked by flannels before sending out. Shoes not in dust bags, packaging not inserted into the shoes and these were clearly a customer return as a crystal had fallen out of the strap and left at the top of the box. Appalling service considering the amount spent on these shoes. Buy direct, don’t use flannels.”
“Do not buy online unless you are absolutely certain you want the item as it costs £6.99 postage and £4.99 to send back. Plus you cannot exchange or get a refund in store. Send back online ONLY!!!”
“I am extremely disappointed and appalled by the recent events regarding my order. It is very unacceptable that out of the four items I had ordered, only two were delivered, and to make matters worse, the most expensive item was missing without any explanation. Despite my numerous emails, the Flannel company has informed me that they are unable to rectify this issue.”
“DPD delivered to the wrong address and threw over an inaccessible fence, the occupants are away, the parcel has been out in all weathers for 2 weeks and flannels are refusing to refund me until a ‘retrieve the parcel for them and return it’ !!! Then they have the cheek to say ‘as a good will gesture we will waive the return fee’ !!! So a parcel was delivered to the completely wrong address thrown over a fence and I have to hunt it down and send it back for a refund. Never have I experienced such bad service”
“I am extremely disappointed and frustrated with Flannels and their handling of my recent return. I returned an item exactly as I received it – unworn, with all original tags and packaging intact. Yet, shockingly, I was initially informed the item had not been returned and the after I contacted customer services to chase up the credit, I was told it was received but informed that the return had been rejected on the grounds that the item was "damaged."
This is absolutely untrue. The item was in perfect, brand-new condition when I sent it back, and I took every care to ensure it was returned exactly as required. I could not have worn the trousers as stated as they were far too long and too tight for me to wear - and I have photos to prove that! Their claim is completely unjustified and reeks of a tactic to avoid issuing a refund. I am now out of pocket for an item I cannot use because they do not fit me!!!
This kind of treatment is unacceptable from a brand that positions itself as a premium retailer. It’s deeply unfair to penalise honest customers who follow the rules and expect a basic level of integrity. I’ve spent considerable money with Flannels in the past, but after this experience, I will never shop with them again and will be warning others to do the same.
Avoid Flannels if you value customer service, fair treatment, and your consumer rights.”
“I ordered a Boss sweatshirt, I received a Boss hoody, which was almost triple the price.
I asked for the right item to be sent, they said it is out of stock, they will give me 20% off the item which was available in a different colour, but the price was much higher.
They dont seem to understand, they are in loss if I keep the wrong item sent, I just want what I paid for, nothing else.
I have gone back & forth via emails with many representatives & they dont seem to get it.
If an item is sent incorrectly, it is their error, not the customers & they should sent the correct item, if not available same item in a different colour, not expect customer to pay more a different colour.
Terrible customer service & I am sure there are many customers, who agree with the service they receive.
I dont ever write negative reviews, but this has forced me to.”
“Pay to return an item which was too small. Got a size 16 for my size 14 daughter. Sounds crazy but, I have to pay to return it.
Won’t make that mistake again..”
“Case Number 14283261
I recently purchased a white YSL bag, but upon receiving it, I discovered it was damaged. I followed the proper return process, providing photographs of the damage before sending it back.
When I later contacted customer service to check on my return and refund status, I was informed that my parcel had gone missing. After following up again, I was then told that the bag in their possession is black, and as a result, they are refusing to issue my refund or return my original white bag.
The customer service themselves are cheaters..
Extremely disappointed..
Don’t trust them!!”
“Avoid Flannels like the plague!!! Make sure you look at their customer reviews before making any purchases. For a company selling designer brands their customer service is atrocious!
While asking to return an unworn item, I have been called a liar and been told to contact a third party if I wish to pursue. I will never buy anything from them again!”
“Worst customer experience ever.
I bought some shoes. Used them home, sent them back because those were not good fit.
Then got on the same morning an email that the shoes had been rejected and sent back to me. arrived hours later but I wasn't home to check so the delivery was sent back.
I'm now being blame for the shoes, paid 2 curriers on top of the item and have had the worst experience ever!
Disappointing how bad their return process is”
“Ordered something on Feb 4th. Email received on Feb 6th that it has been shipped. On Feb 17th, customer service chat tells me that it looks like the item was lost in their warehouse, as it hasn't been scanned for shipment. It was supposed to be a gift, that I needed today! Now they will send a replacement item, which will arrive btw 14-21 BUSINESS DAYS, and there is nothing they can do to speed it up. Unprofessional company, never again.”
“Do Not Purchase from this company.
We placed an order at the end of November. We kept some items and returned some items. We had to pay for the goods to be returned which was not great. But we sent back using a Parcelforce tracked delivery. It was posted on December 5th and we have proof from Parcelforce that it was received by Flannels on Dec 9th. This was well in the 28 day day returns period. We then received an email yesterday 28th January saying the return was not received in time and that they were sending it back to us and we could't return it and they wouldn't refund. We have emailed them with all the proof but they are not replying and there is no number on the website to call. We luckily paid by Paypal and paypal is raising the dispute and we will eventually get our money back. This is fraud. This company cannot be trusted. Terrible tactics to try and keep your money.”
“Having shopped here years and spent thousands of pounds. I recieved a voucher, which unfortunately just expired when I tried using it. I was never told it had a expiry date and zero help when I called up.
Safe to say I will not be using Flannals any time in the near future and I wouldn't recommend them to any one. Zero customer loyalty, your just a number they like to grab money off.”
