Flannels

I am thoroughly disappointed and frustrated with my recent experience with Flannels. I placed an order expecting a smooth and professional service, but what followed was nothing short of a logistical disaster and a complete lack of customer care. First, the courier claimed they could not find my address - something that has never been an issue with any other delivery service in the UK. There was no phone call, no proper attempt to reach out, just a vague and unacceptable comment that "the contact name wasn't recognized." That was the first negative signal. Then, the rescheduled delivery never happened because according to the customer service update, the parcel was damaged and returned to the warehouse. No further explanation was provided, no apology, and absolutely zero initiative taken by Flannels to proactively resolve the issue. I had to chase down the status myself. To make matters worse, I expected to travel these days and placed an order properly in advance, however I was about to leave without the items I paid for, with no proper resolution, and a complete waste of time and effort. This experience has shown a shocking lack of responsibility and coordination both from the courier service used and from Flannels’ own customer support. I expected far better from a supposedly premium retailer. There was no urgency, no accountability, and no real attempt to make things right. Just a generic response and an offer of a refund, which doesn’t come close to making up for the inconvenience, delay, and disappointment. I would strongly advise others to think twice before making an important order. A company that cannot ensure reliable delivery or take care of its customers when something goes wrong does not deserve customers' loyalty.

I had an amazing experience at the Flannels store in Meadowhall! The staff were exceptional — friendly, professional, and genuinely happy to help. Everyone I dealt with, from Dior to Jo Malone and Tom Ford, was fantastic and really went above and beyond to make my visit special. I made a high-value purchase, and the team even offered to bring my shopping to my car — such a thoughtful touch that made a huge difference. They’re a great team who represent both Flannels and the luxury brands so well. It’s always a pleasure to shop here — thank you to the whole Meadowhall team for the outstanding service! 👏 Girls you are amazing x

Spent a lot of money in this store and they told me to sight up for a loyalty card ( in fact they pushed it quite hard) where you get consumer offers and points towards purchases. I specifically asked if they do hard searches on credit scores and she checked with her “manager”. Who told me that it was soft searches only and didn’t impact credit scores. This was a complete LIE and I don’t appreciate being lied to for their own sales targets. It is in fact a Fraser plus credit card THAT I SAID I DID NOT WANT …. However they said it wasn’t the case when I was in store at point of sale!! So now I have had my credit score affected by the people lying at Flannels in Meadowhall. I will be seeking legal advice and they will learn to realise not to lie to customers. Spent thousands with flannels. But after this absolute shambles - I’ll take my business elsewhere. Warning to everyone. DO NOT SIGN UP FOR ANYTHING!! They cannot be trusted and this desperate behaviour is unacceptable and wrong! Flannels will be hearing from me!! Another thing … a high brand premium retailer who’s staff just stand around chatting to each other and if you “ask for help” It’s like you are putting them out and disturbing their chat! Awful!!! Absolute joke of store and obviously the “ management” don’t give a damn! Avoid.

My girlfriend recently tried to return a faulty makeup product and was told twice that refunds aren’t accepted — even after the associate checked with a manager. She was polite and patient but kept being dismissed as if she didn’t know what she was talking about. When I stepped in and asked the exact same question, suddenly the issue was “no problem” and resolved instantly. It was frustrating to watch how differently we were treated for saying the same thing.

Awful shopping experience. Staff are arrogant and condescending, which would be fine if they were organised and efficient! Service pre till was poor and then lost garments. Rather than sort the issue staff just walked off and tried to mingle with other shop staff.