Flannels

• R

  Radvile Belecke

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  Jun 4 on TRUSTPILOT

  I am extremely disappointed with my recent order and the subsequent customer service. I ordered a swimsuit, and it arrived in a broken box with absolutely no protective packaging inside. To make matters worse, it was evident that the swimsuit itself had already been worn when I received it. This is completely unacceptable for a new item. When I attempted to return the item, I was informed that the return could not be accepted because the swimsuit was "worn." This is infuriating, as it was in a worn condition when it was delivered to me! Furthermore, despite receiving a damaged and used product, I was still charged an extra fee for the return. This entire experience, from the poor packaging and the condition of the item to the refusal of a legitimate return and additional charges, has been incredibly frustrating. I expect a resolution to this issue and a full refund, including the return shipping fee.

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  muhammad yasir

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  Jun 9 on TRUSTPILOT

  Not Worth It – Shop Elsewhere I ordered a pair of New Balance trainers from Flannels for £58. What I received looked battered like it was stored under some heavy stuff and not what I expect from something sold as new. On top of that, I paid £6.99 for delivery, and found out returns would cost the same again. That’s almost £14 lost just in postage, even if I returned the item. I didn’t bother in the end it just wasn’t worth it. Flannels is part of the same group as Frasers, and honestly, I wouldn’t waste my time again. Sports Direct, while not part of the same group, sells a lot of the same items, often cheaper and offers free in-store collection and returns, which makes a big difference. If I’m buying something new, I expect it to arrive in new condition. This whole experience felt like poor value and too much hassle.

• G

  George

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  Apr 9 on TRUSTPILOT

  I was drawn to purchasing from Flannels due to the lower price point of a product, in comparison to competitors, however the delivery fee was expensive (at £6.99) and my delivery arrived 4 days late, with no correspondence until I raised a complaint on Monday. The AI chatbot gave completely inaccurate information about my order and why it was delayed and my order didn't display on their website on my account at all. When connected to a customer service advisor, this was somewhat more helpful but they were unable to provide me with a timeline on when it'd be delivered. I wouldn't recommend nor purchase again from here.

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  Anonymous reviewer

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  Jun 6 on TRUSTPILOT

  Placed the order on Tuesday and only after payment was made I received the email to say delivery for following Monday which was too long as I needed my order by Friday the latest,I then tried changing for express delivery and offered to pay the extra but I was told that was not possible I don’t understand why as I had just placed the order just minutes before that and can’t understand why they couldn’t change my delivery as it’s not as though my order was dispatched in fact it wasn’t dispatched until Saturday which was 4 days later. I haven’t received my order as of yet and I will have to pay to return my order so further costs which could have been avoided and delivery isn’t cheap especially when it’s taking 6 days from placing your order which I think is far too long, overall I’ve had a bad experience and had certain things been different for instance customer service were more accommodating to customer needs or the app on which I placed my order advised me of delivery date before placing order instead of afterwards if would have avoided all the unnecessary delays and inconvenience and could have bettered the experience.

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  Cajetan Kii

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  Nov 27 on TRUSTPILOT

  I am writing to express my extreme frustration and concern regarding what has happened. I ordered an item from Flannels and was offered the chance to try a free Beer52 box, which I accepted. At no point did I set up an account with Beer52, visit their website, or authorise any form of direct debit. Yet, a couple of weeks later, I discovered a Beer52 payment taken from my bank account. When I called to query this, I was asked for account details I simply do not have—because I never created an account in the first place. From my perspective, it appears that Beer52 may have obtained my personal information through their partnership with Flannels, and used it to set up a payment without my consent. If this is the case, it is completely unacceptable. While speaking with your team to understand how this could have happened, the call was abruptly terminated. I then checked my banking app to locate the direct debit or standing order so I could cancel it—there was none listed, yet £35.95 was still taken from my account. How is this even possible? I have already contacted my bank and Flannels regarding this issue, and I expect a full investigation and refund without delay.
Please be absolutely clear: I am not going to let this matter go until I have a complete explanation of how you were able to access my financial details and charge me without my explicit consent. The amount charged is insignificant. The unauthorised access and use of my personal data is the real issue, and it is one I take extremely seriously. I expect a prompt and thorough response.

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