Flannels Reviews

3.85 Rating 20,924 Reviews
68 %
of reviewers recommend Flannels
Merchant Metrics
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 82%
Accurate And Undamaged Orders
Greater than 89%
Customer Service
Communication Channels
Live Chat, Email, Telephone
Queries Resolved In
Under An Hour
Customer Service
3.67 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
Fastest Growing Retailer in the Reviews.io Customer Voice Awards,  Summer 2020
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Phone:

0344 245 9243

Email:

cs@flannels.com

Location:

Flannels Unit A Brook Part East Shirebrook

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I ordered a dress . It was too small. I returned it . Flannels sent it back promptly and accused me of having worn the dress and marked it. Both allegations were untrue. How on earth I could have worn it when it was too small. I could not even breathe in it. It was too tight. I certainly did not mark the dress. Flannels just used any old excuse to deny me a refund. I then complained through Resolver. I suggested returning the dress at one of Flannels local shops . They told me they would only give a credit note if I did that. I had to incur another tracked postage fee to return the dress. Further I ran the risk of not being able to witness the dress being examined by Flannels so they could accuse me again for marking it. I lost my trust in their integrity and wanted to be there . After I returned the dress the second time, I had an e mail from Flannels promising a refund. Lesson learnt : I spent £169 on a dress. I consider this not cheap. I expected a good service. Instead, I was treated like a cheat. I am still deeply offended by Flannels treatment of me, especially when they accused me of marking the dress. I took photos of it before I returned it. There was no mark on the dress. I will not do business with Flannels again.I used this company as after Brexit, I have to pay import tax on items bought from abroad. After this frustrating experience with Flannels, I have to find another shop within the UK to buy on line . Also Flannels charges postage on top of the item . I consider this rather mean as the dress was expensive. But I was willing to pay for the postage because I liked the dress. If you wish to return the item, you have to track the postage. I have paid the tracked postage charges twice . In total I pad about £15 . But no dress and just a terrible shopping experience.
Posted 6 days ago
I bought a Paul & Shark hoodie from Flannels at a 40% discount and it arrived within 24 hours, beautifully packed in one of their classic bags. Buying from Flannels is such a great experience and they have all the best brands.
Posted 1 week ago
I recently ordered a very expensive T-shirt for my partner for her birthday paying £6.99 postage, however minuets after payment I noticed they had auto filled my order to a size 16 instead of 12, when promptly making them aware of this they offerd me two options buy it again in the right size and pay another £6.99 postage (£14 in total now) or turn the postman away at the door and possibly end up with no goods or refund. because of the time frame I was forced into buying a duplicate T-shirt and paying another £6.99, they may have pushed me into buying two of the same item on this occasion but I will never buy from Flannels again after years of custom.
Posted 1 month ago
Absolutely awful experience, if anything goes wrong don't expect the customer team to be of any help. It might be fine for cheap items, but not for luxury - highly recommend using one of the other sites such as Farfetch, Net-Porter or MyTheresa, as there you will at least get the care and service that should go with products costing thousands of pounds. Flannels clearly has no idea how to run a high end e-commerce site. Avoid at all costs, you are likely to have a disappointing experience at best.
Posted 1 month ago
I spent close to £1000 on a bag that arrived in a flannels dust bag, then covered in a plastic bag. The strap on the bag was very creased and deformed, I'm guessing due to being transported in such shoddy conditions without a protective box, and no doubt sliding round the back of a dpd delivery van. I contacted customer service and explained the situation, to which they didn't even read my email as the response was irrelevant. I emailed again as they didn't seem to understand my concerns, I was then finally told "we send it as the manufacturer send to us". Nothing about deformed strap. All in all not happy with my purchase, as when spending this much on an item you want the whole process to be a luxury experience, but this is not something flannels provides. If you do not care about any of the above by all means go through flannels, if you do, then go directly with the designers prada/burberry/versace
Posted 1 month ago
Delivery charge is too much! £6.99 for one pair of trainers and I have to pay to send them back as well as I ordered ladies Mallet trainers in size 6 and couldn't even get them on! More like a size 4 or 5 Won't be ordering from here again
Posted 1 month ago
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Posted 1 month ago
Please Read!! I have never once wrote a public complaint review, however I can not believe how poorly I have been treated by this company. I received a very expensive Pjyama set for valentines day from my partner by Flannels and within 1 hour the material went bobbly. 1 hour!! I returned this to flannels (at my own cost) and they just posted it back to me, unfolded, with the returns note scribbled on, stating I was incorrect and its wear and tear. I WORE THE PJYAMA'S FOR ONE HOUR!! I then emailed and they are still refusing to accept it back. I am in shock at the poor service team they have and also the way they speak to / deal with customers. To a Flannels representative, before you also make a comment on my post, please do not tell me to email you and state 'trust pilot'. It should not make a difference that I have now made a public complaint. I have sent multiple emails to you and you still are stating I am lying and the product is faulty due to wear and tear. You have already emailed and stated I am at fault and there couldn't be a manufacturing fault. Disgusting service and I don't say that lightly. AVOID SHOPPING HERE!! as if there is a fault with your product, you will just be blamed and posted your item back to you. SHOCKING!!
Posted 1 month ago
Sneaky and underhand tactics - shame on you. I’m absolutely shocked that Flannels try and palm customers off with gift vouchers instead of refunding the original payment method when returning an item, you have to pay your own postage and returns (even when ordering nearly £1000 of items) which is bad enough but it’s something else when instead of refunding your returns or unfulfilled services, they try and fob you off with vouchers off future purchases. I wish I’d read the other 1 star reviews here first because it sounds like this isn’t an isolated case, and is common practice for Flannels. I knew the service was going to be shoddy after paying £9.99 for next day delivery and after waiting days with no order updates I get an email saying sorry for the delay here’s a free delivery code for next time you order. I bought 4 items totalling nearly £1000, and returned one of the items (£179) because it didn’t match the photograph. One day later Flannels accepted the return but to my surprise tried to palm me off with a gift voucher instead of a refund?! What’s that all about? I shop on the majority of high end retail websites and NONE of them try this sneaky way of avoiding a refund - not only is it sly, I’m pretty sure it’s actually against Distance Selling Regulations. I’d think twice about buying expensive clothing from this retailer - unlike other retailers Flannels purposely make it difficult to return your items. They don’t include the returns form in your delivery, they hide it deep linked within their website, and if you manage to figure it out and find it then when you do return your item (at your own cost) like me could be lumbered with a credit note. I’ve contacted customer services, if turns out to be an error I’ll maybe change my opinion but until then all I can say is terrible form, terrible standards - and I’m sure you’ll agree pretty sneaky and underhand. I guess it’s like others have said, Flannels is just Sports Direct with a sticky plaster over it. Even though it’s luxury price tag items, don’t expect luxury service. Such a shame.
Posted 1 month ago
I bought my boyfriend some bits off flannels for his birthday and was expecting nice packaging considering this shop is for designer and high end products. I received a brown box absolutely ruined. The inside of the box was covered in white scratches against the black back ground and the bottom was completely ripped. Looked like they’ve grabbed it out of recycling and put my order in the there! The box was broken at the bottom which was broken from the inside to the point where my stuff was exposed. The bottom of the box is completely broken and the only thing keeping it together is the weight of my items keeping it together. Once i took the stuff out the bottom of the box basically came away!I was shocked to see my items in tact considering the sate of the packaging. The plastic that the top was put in , also had a big hole in too. I have emailed flannels but yet to respond. If you are expecting a nice packaged delivery off a high end shop , don’t expect it off flannels.
Posted 2 months ago
Ordered a pair of balenciagas which were delivered today however IN AN EMPTY BOX. No shoes. And a very damaged box also with tissue paper contents and no shoes. Tried to talk to the company regarding this but lack of support from them. 👎🏻👎🏻👎🏻👎🏻
Posted 2 months ago
BEWARE THINK BEFOR YOU ORDER OFF FLANNELS LOOK AT THOUSANDS AND THOUSANDS OF REVIEWS ITEMS DONT COME AND THEY DONT CARE BECAUSE THEY HAVE ALLREADY TOOK YOUR MONEY DODGY SCAM COMPANY OR THIEFS FOR WORKERS
Posted 2 months ago
I ordered Valentino rock stud shoes which arrived in good time. All Petrie toy packaged but the shoes had clearly been worn. I assumed they were ex display and hence the discount (my naivety) and would have been happy to keep them however they neither fit in length or width so I paid to return them. They have now reappeared at my doorstep saying I cannot have a refund as they have been worn. Yes - but not by me!! We are in a lockdown and I cannot even get my foot in them!! I’m hoping I can leave a further favourable review once this has been resolved but for now, a word of caution to buyers.
Posted 2 months ago
Wheres my money or trainers ?
Posted 2 months ago
Can the actual manager get in touch chats I have had with flannels workers is absolute joke I will take this further watch dog are for the consumers and customers
Posted 2 months ago
Wheres my money ? have yous sorted it out at your warehouse have yous investigated this yet ? Disgusting treating customers like this disgrace how in hell can yous keep peoples money for items not recieved check your CCTV presuming you have them at your end where they apparently weigh the boxes
Posted 2 months ago
I purchased a Prada bag from Flannels. Emailed Flannel when I received the bag on the same day and was aghast to see the condition of the packaging. It came in an oily brown carton box which I had to dispose immediately after taking the bag out so that it would not stain my house. Hence no photo of the brown carton box was taken. The bag was just covered with a thin foam paper with no official Prada box. The metal clasps on the bag were wrapped in white tracing paper. The Prada logo at the side of the bag was not even protected or covered with a plastic sticker. The packaging of this bag was very wanting. Not one I expected from a reputable shop like Flannel. Other matching luxury retailers like mr porter or LVS have far better wrapping and presentation. When I emailed customer service, response given was the packaging is as what the manufacturer provide and that Flannel would then place them in a box if the product is a bag or footwear or in a parcel bag if clothing. When I replied that there is no box other than the brown cardboard box that the courier was using, there was no further response from Flannel and they simply closed off the feedback. Will never buy from Flannel ever again.
Posted 2 months ago
Ordered a Vivienne Westwood belt 'one size' - referred to European Guide which didn't specify the length. Stupidly I thought it would be an average size belt and purchased. Belt arrived and was unbelievably long, went round my waist nearly twice and I'm a size 12/14. Then I learnt that I have to pay to return it. Had the description been accurate I would have accepted this but as it was mis-leading I contacted customer services and received a very unprofessional response from 'Toni' who used exclamation marks in a passive aggressive way, told me I should have asked them about the length before buying and then said 'Hope that helped' at the end of their communication, which clearly it hadn't. It is clear what has happened. Flannels have bought a load of belts that are far too long which is why the product description only provides the width of the belt (if they have taken the trouble to measure the width, why couldn't they have also noted the length?). They then sell them hoping that the customer will just get them cut down to size, eventually they will get rid of their stock, and because they refuse to pay postage despite their mis-leading description, they are in no worse position. I will not be using Flannels again and their customer service representatives require immediate training.
Posted 2 months ago
I ordered some trainers for my son and only one came! They had the nerve to say to me it was weighed at their end so not their problem anymore! I was disgusted with their awful email and how they’ve basically said they can’t do anything for me anymore. I will never be ordering from this place ever again! Customer service is so bad they really do know how to degrade a person. They made out I misplaced the other trainer. Seriously? What would I do with one trainer? Disgusting over all please don’t shop here!
Posted 2 months ago
STAY CLEAR OF FLANNELS .. TERRIBLE CUSTOMER SERVICE... SCAM DO NOT HELP AND DONT SEND WHAT YOY PAY FOR I placed an order from flannels for 2 jumpers and a pair of shoes. I got a message to say it would be delivered next day then on the day a message to say its been delayed with dpd. The box arrived opened with a hole in it and I took photos to send to flannels. Surprise surprise my expensive shoes was there but the two less expensive jumpers were not. I emailed flannels who have told me the boxes were weighed and correct and saying they will will nothing. I think its disgusting a big company would steal from a small individual. To be honest I think its prob a dpd issue but flannels have taken my money and I've not got the goods. Planning to take them to the small claims court If I was you I wouldn't order from them as if there is a problem they don't help. I've ordered many times and no issues but this time time there was an issue there expecting me to pay and not recieve the items.
Posted 2 months ago
Flannels is rated 3.85 based on 20,924 reviews