The speed is good, but really disappointed with the returns fees. The product description missed a very important point about the material and so have to pay to return it within minutes of receiving the item. So, effectively, you have to pay for delivery, pay for a return and pay again to receive the right product (if indeed, that is the right product). Such a strange business model. How do they expect to survive? Tip for consumers:You have to be very certain that what you are buying matches the description. Or buy a lot of things and keep a few. But for just one item, this site is risky and you'll be throwing money away. Products used:none Service Value Shipping Returns QualityFlannels charge extortionate fees for delivery and sending items back for a refund. I bought 2 pairs of shoes in different sizes, I paid £6.99 to get them delivered and then had to pay another £4.99 to send the pair that were too small back. In total, they charged me £11.99 for being an online customer. These fees aren't immediately obvious on their website, when I emailed customer services they said that I had to read their terms and conditions meaning they like to keep this hidden - avoid at all costs! Service Shipping ReturnsMake sure your items fit! £6.99 for delivery, £4.99 to return and another £6.99 to re order right size. To top it off, anything bought online you can't return or exchange in store… absolute joke. Products used:Sweatshirt Service Value Shipping Returns Quality$#*! product the right jumper doesn't even come, the neckline is awful, overall rubbish £5 to return Tip for consumers:it’s $#*! Service Value Shipping Returns QualityPurchased an item in store. Asked if i could return if it didn't fit - returned within 5 days still in packaging with labels. Told me they could nt refund in store! I had to pay postage to send it back! Also one order was a t-shirt missing - basically suggested i had had it as refused to replace or refund. Terrible attitude no customer service. Have spent 100's of £ - NEVER EVER again. Apparently i'm not the only customer where items have gone ' missing' recently Service Value Shipping QualityI bought an expensive watch from Flannels, for 405.99. It arrived in a sealed Fraser's bag. Inside was a tattered watch box, held together by sellotape. It contained a faulty watch, held together by sellotape. Customer Service is claiming that the goods were damaged by the courier, even though the Fraser's bag in which the watch came was unopened. They claim that their QC Department maintains the highest standards and that all their items are 'in pristine condition.' However, when I asked insistently, they refused to state that the items they are selling are new. They are not. Flannels is selling used and faulty items for new, charging the full whack. I spent three days trying to resolve this with Flannels' Customer Service. They keep on sending me fawning emails in which they still maintain it is the courier's fault. I am now short of 405.99, and have no watch. What a scam! Products used:Watch.Where to start! Bought items online - never arrived - Flannels answer they were delivered - proof shows delivery not to my address - totally useless! My 15 year old son bought an item in store that didn't fit they refused a refund - its scandalous and a ruthless business selling over priced crap! Products used:various clothes Service Value Shipping Returns QualityAuthentic products, reliable and on time delivery. I've been a customer for almost 6 years now never been disappointed.Customer service poor - returned an wrong sized item, had to do live chat with an idiot for half hour to get a postal label for free return then wait 14 days for a service which was down to an incorrect item being sent. Waste of time and won't be using online service again For what you pay the service is crapToday, I visited Kingston and entered the Flannels store with my Son (17) and granddaughter (8). From the moment we arrived we were made to feel extremely uncomfortable. As we looked at a couple of items that my son has on his list for his birthday, we were followed by a man who worked in the store. We were not just followed but harrassed. The staff member was too close and was not discreet whatsoever. He was clearly trying to make us feel uncomfortable and he succeeded. How on earth can someone be allowed to make another person feel like they are worthless because that was what he was insinuating. Like we were planning to steal or couldn't afford to buy anything. Disgusting! I felt humiliated. We were in the store for no more than 5 minutes. We looked at the Canada Goose, Stone Island and then sunglasses before my son wanted to leave. The man followed our path all the way to the door where another female member of staff stood. She was there to open the door. I asked her if it was normal to be followed so blatantly in the store, and she ignored me completely, no eye contact or acknowledgment whatsoever. I then turned to the man walking behind me, still following us and asked him the same. He then said that he can do what he wants. I said what, so it was deliberate? He then said again, I can do what I want. I then asked why, he said I don't have to explain anything, it went back and forth until I left. I was furious! I was made to feel this way as was my son. I then decided I wanted his name to make a complaint. He said his name was Gavin and that he was the General Manager! The General Manager! The female member of staff put her foot in front of the door to stop me actually going in. He told me to get out and not to come back. We were outside and I was dumbfounded with what had just happened. He then came out said this is private property please move on. I said this is not private property it's a public footpath. He then went back in to the store and said he will be calling the police. For what!? I didn't lose my temper, didn't swear or threaten anyone during the whole ordeal. Where did the ordeal come from, why did it even occur in the first place? Avoid! Gavin Macintosh! Tip for consumers:Avoid Products used:None ServiceI paid for next day delivery which arrived a day late, after 30 days and having to complain they eventually refunded this, but the min issue is that the trainers ordered at a value of £480 were in the package but the cleaning fluid worth £20 was not. The package did not look damaged so I assumed was an error on packaging, and contacted flannels immediately. I then have had template answers for a month whilst they investigated internally, eventually showing me the item being packaged at their end, and was told to basically take it up with whoever I want but nothing to do with them, as the couriers told them the order was delivered, so in effect accusing me of trying to commit fraud for £20 really?, They refuse to give me details of anyone internally to escalate to. Clearly reading the reviews on line this is not a one off with flannels, they need to look at a) their service levels and the training of their staff, b) their courier companies. Do better Flannels, put your customers first or you soon won't have any, we have a choice where to shop and I won't be shopping with you again, and I am sure reading these reviews you are losing many more customers. Service Value Shipping Returns QualitySo the courier left my parcel in my porch but hey guess what I don't have a porch. See photos below! So.i loose my £86 that i paid for a parcel that I never got. Disgusting company lack of customer service is unreal. If you want to receive decent service AVOID SHOPPING WITH FLANNELS! Service Value Shipping QualityDon't waste your money on next day delivery especially if you need it for cant next day will come 3-4 days late and still charged for it. Didn't receive a refund as they refuse it didn't receive a service either Products used:Tommy Hilfiger wallet Service Value Shipping Returns QualityThey may be cheap but unfortunately I've found the reason….they do not honour the manufacturer warranty on the garments they sell! Buyer Beware! Service Value ReturnsThey had a sweater I had been looking for from Burberry and I was so happy. I paid $1400 USD for 2 of them. Problem is, customs wouldn't release it for delivery unless I paid another $240 USD. They really screwed me with customs tax. I don't think I'll purchase again. Tip for consumers:Be very careful if buying outside the UK Products used:Sweater Service Value Shipping QualityAbsolutely outrageous. Missing suit jacket from order. The box was open on arrival as evidenced by DPD's own delivery photo and DPD even said the box should not have been delivered opened and returned to sender. Flannels digital risk department not even caring to know the facts have have unbelievably blocked me from ordering from them again and accused of me of fraud. Will be seeking legal advise. Disgusting conduct. Service Value Shipping Returns QualityI was missing circa £380 of goods from an order but was told as they were confident they were sent to me and my packaging didn't look Damaged that they would not refund or send the items! Absolutely dreadful customer service attitude and very rude responses. Taking to trading standards but meantime I want to stop others from losing money from this con artist of a company Products used:Handbag and jewellery missing Service Shipping Returns QualityShorted an item for home delivery, i reported this and got a very nasty email saying they don't want me shopping in any of their F Group and blocked me, totally disgusting customer care, £40 down, first and last, stay awayPaid £1100+ postage for Christian Louboutin handbag for my 13 year old daughter's birthday when I went to pick it up from flannels shop we opened it at the counter to find in in a white cardboard box we asked the assistant at the counter we're the louboutin box she rang head office in front of us and she was told it came like that well that to me is worthless if in the future my daughter wanted to sell first thing people would ask for is a box and papers so I will send back Service Value Shipping Returns QualityReceived a moth-eaten jumper. Customer service could not be bothered. No response to multiple emails. Avoid. It's a scam. Products used:Jumper Service Value Shipping Returns QualityDon't order from Flannels online. They charge an arm and a leg to send substandard goods, then refuse to accept any responsibility despite evidence and attempts to find, they want me to pay MORE postage to send it back so THEY can decide if there's a manufacturing fault. (It's 4 inches smaller but has the exact same label!) After all my requests to escalate my complaint have been totally ignored, it's fair to assume that they'll decide in their own favour. SCAM. Tip for consumers:Don’t shop here Products used:Sports top Service Value Shipping Returns QualityTerrible experience trying to place an order: have tried several times and each time it was cleared by a variety of payment providers (AmEx, bank, Apple Pay) who each confirmed my identity numerous ways. Flannels insists that I send them "(1) a photo ID such as a passport or driving license; (2) an official document which shows the invoice address such as a utility bill or statement; and (3) a copy of the credit card being used showing the last 4 digits and a cardholder name." They are asking for all of this by email. Clearly, this is neither legally nor commercially necessary nor a good idea - it is emails like this that are likely to compromise my data, not me trying to buy some shirts with Apple Pay (and makes me wonder how they handle customer data more generally). Ridiculous system - would avoid.Flannels really let themselves down with extortionate delivery charges! £10 for next day delivery. Item was too small ( nothing like the size chart). They then have the gaul to make me pay £4 to return the item! Disgusting charges. There are so many better designer shops online that offer cheaper delivery and free returns. There's really no need for anyone to use Flannels ever again. Tip for consumers:You have to pay for returns Products used:Shorts Service Value