“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.”
“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.”
“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!!”
