“Ordered a jacket that came too big so I sent it back on the 11th oct 2024 by Royal Mail with the return label sent to me by email. It arrived on the 12th oct 2024 Saturday delivery which the company flannels signed for, waited till the 16th for my return to be processed and when speaking to customer service they said that they never received it! I sent all the proof and the courier stages when it got picked up then in the sorting depot and then to Flannels and they are still refusing to refund me after I sent all the pictures and proof and the Royal Mail tracking number. Customer services have been rude, unprofessional and very disrespectful which means claiming I made up a courier label and this is not down to them??? When sending back stuff they use Royal Mail themselves so I don’t understand!! Also, I paid for next-day delivery that never came when it did plus my items got sent with no invoice inside and the packaging was disgraceful!!! I contacted Royal Mail and they said they delivered when they did and I know they did because I tracked it!! Royal Mail is doing an investigation about this but this will be my last time using this company because this is highly unacceptable for a company this big!!!”
“Do not order anything from this company. I have sent the parcel back that was lost by their preferred delivery company Royal mail and so for over two months the investigation wasn’t resolved. I have contacted PayPal to dispute the payment and I have been told that the full refund will be given once I sent the parcel back!!!stay away and do not order anything as you will loose goods and money!”
“Terrible customer service with Flannels Chelmsford. Bought item in store to find when I came home that it was on the Flannels website for 30% less. Phones store this morning to be told that there was nothing they could do as company policy states that in store items have their own price point followed by “it’s up to customers to tell us when they purchase the item if it’s online for less”! Worst customer experience from a store in Chelmsford - do not use, go online instead or even better go to Numbersix in Chelmsford who are friendly, provide a great service and have amazing clothes!”
“Had a terrible experience never made a compliment in my experience on shopping online don’t order off Flannes had a error come up every-time I tried to purchase an item went I called them on a number the Store provided me which they told me to buy a gift card then order the item online which I then did had the same problem gave them email which I was then forwarded to the digital risk team which was no help gave them details including my address & ID and they Still couldn’t verify why my account Process orders and that they are not taking my case any further... now I’m left a gift card with a substantial mount of money on it which I can’t use online flannels had my shopping online experience Dreadful i pray on there downfall don’t order of Flannes”
“Do not shop in the Leicester store. My friend tried to return a pair of boots with a minor fault. They took the boots out of view and tore a hole and pulled material through the hole. Then implied she had done it... refused her a refund after they had caused the damage... I can't believe a store such as flannels would do this. We are looking to bring a claim and asked to view the CCTV of what happened to the boot when out of view...but we were denied.... I'm shocked at this and wanted to warn shoppers.... so AVOID AVOID AVOID this store.... shocking and appalling”
“Cannot get through to speak to a human being. Customer after service is rubbish. Ordered on line money gone out of account no confirmation not delivery no one to speak to. I don't want to email and wait days for a response.”
