I purchased a balenciaga denim jacket for £950 on 9 April. When it arrived I noticed the collar was ripped but just thought it was part of the design. I tried it on an immediately decided I didn’t like it as the oversizing style was too big for me. I sent it back for a refund. The refund has been refused on the basis I have ripped it. I took into store and 2 assistants both thought it was part of the design but as they did not stock it, could not help. Having complained, flannels maintain I can’t have a refund nor have they offered a replacement (not that I would want one) or a credit note. They state that because I didn’t return it as defective I can’t have a refund. So essentially had I have ticked a defective box I would have got one but because I didn’t realise it was actually defective I can’t have one. I am now stuck with a jacket I won’t wear having lost £950. Absolutely terrible customer service. Will never shop at flannels ever again