“WORST COMPANY EVER.
After chasing a missing item from delivery, FLANNELS rejected my claim and any sort of refund. I ordered two Baobab candles and only received one. The camera to my house clearly shows the delivery driver holding a small bag with the one candle in. Even with photo and video evidence they refuse to refund me my £100 for the missing Baobab candle. Will never use this company again. Have had to issue a chargeback from my bank to get the money back. The company do not reply to emails, they say it takes 3-4 days to investigate but then come back and reject your claim. Disgusting company behaviour!”
“WORST COMPANY EVER.
After chasing a missing item from delivery, FLANNELS rejected my claim and any sort of refund. I ordered two Baobab candles and only received one. The camera to my house clearly shows the delivery driver holding a small bag with the one candle in. Even with photo and video evidence they refuse to refund me my £100 for the missing Baobab candle. Will never use this company again. Have had to issue a chargeback from my bank to get the money back. The company do not reply to emails, they say it takes 3-4 days to investigate but then come back and reject your claim. Disgusting company behaviour!”
“Not sure who these guys think they are. It would be hard to make a business if you don’t have any customers. Seems easy to forget that. Shocking customer service”
“DO NOT BUY FROM HERE!!
Ordered 5 long evening dresses for a last min function and kept one, sent the other 4 back in the same package, got proof of posting etc.
Got a refund for 2 so I chased the other 2 with customer services and it’s taken 2 weeks to be be told that the warehouse ‘investigation’ outcome id that they are saying they only received 2 dresses (the cheapest dresses that were refunded to me) and that the packaging wasn’t damaged!
So they’ve lost the 2 most expensive dresses and I’m out nearly £200! I asked them to send photos and give me more details like the package weight but no, that’s it. Final. I can’t let this slide and what can I do but someone has messed up in the warehouse or someone’s stolen these dresses. I urge you not to deal with this company as poor customer services plus the customer is not believed - how can this happen?
Order number: FLAN50005500008283”
“Disgusting returns policy !!! Purchased an item online didn’t fit. Try returning it ! Firstly you can’t return back to a physical store but what’s more disgusting is they CHARGE you to return your item for refund. Shocking ! Never again 😡”
“I ordered 2 items (order number FLAN50002000864037) and only 1 item was delivered. Flannels refused to refund the missing item. WOULD NEVER USE AGAIN”
“I returned 3 jewellery items back to flannels and they said they have only received 2 items ,it’s terrible because the jewellery wasn’t even in gift boxes , just plastic litte bags and they said no refund, It’s absolutely disgusting , someone is a thief , please avoid and the customer service is shocking”
“Paying £6.99 for delivery then £6.99 to a return a parcel is appalling considering you won’t accept returns in store. £14 it’s cost me for an item that didn’t fit. Safe to say I’ll order the larger size from a store that doesn’t charge to deliver or return.”
“An incredibly frustrating experience from start to finish.
Flannels sent me the wrong size shoes, despite my order being correct. Mistakes happen, but what matters is how a company puts them right - and unfortunately, that’s where everything fell apart.
I returned the shoes using the returns label provided, but it still meant taking time out of my day to travel and return an item that had only been sent back because of Flannels’ mistake.
I made it clear that I wanted the correct size sent as an exchange. After returning the parcel, I had no meaningful update on what was happening. Customer service told me they would keep me updated, but they never did. I was left wondering whether my return had even been received and, more importantly, when my replacement would be sent.
Eventually, without any explanation, I was simply refunded. Months later, after chasing the issue myself, I was told there hadn’t actually been another pair available in my size at the time. Had someone simply told me that when the decision was made, it would have saved months of confusion and unnecessary chasing. Instead, the communication just stopped.
Ironically, customer service was usually quick to reply to emails - it was just a shame those replies rarely answered the question I was asking or moved things forward.
Sending the wrong item was unfortunate. Failing to communicate properly afterwards was entirely avoidable. All this not to even mention the extortionate cost of delivery!
Sadly, it turned what should have been a simple exchange into one of the most frustrating online shopping experiences I’ve had.”
“It's the second time a Flannel order goes wrong
It's the second time a Flannel order goes wrong. (and I only placed 3). I bought a Creed Aventus for HIM - 250 ml and they sent me a Creed Aventus for HER. Last time, my husband bought Louboutin shoes for me which arrived faulty (2 or 3 faults). Very disappointed!”
“I’m extremely disappointed with both the quality of this Boss jumper and the customer service that followed. After just one wear, I washed it exactly as per the care instructions, only for it to shrink to nearly half its original size — completely unwearable.
I raised a complaint and returned the item to Flannels as instructed, expecting a reasonable resolution. Instead, I was told this was not a manufacturing fault and the shrunken jumper has simply been sent back to me. I find it unbelievable that a garment can shrink this drastically after one correct wash and still be considered acceptable.
To add insult to injury, the lack of accountability and poor handling of the issue has been very frustrating. I would expect far better quality and customer support for the price paid.
Very poor experience overall — I will not be purchasing from Flannels again.”
“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.”
