Flannels Clothing Store in Birmingham

Reviews

1. Ian Smallman ★☆☆☆☆

   I am extremely disappointed with my experience at Flannels Birmingham. My son purchased a pair of trainers on 27 October 2025 — a costly purchase for a teenager, and naturally we expected them to last. Within only a few weeks, the eyelets tore away from the fabric, making the trainers completely unusable. I returned to the store on 7 November 2025, where I was immediately told the damage was “misuse” and unlikely to be covered for exchange or replacement. Photographs were taken to send to Head Office and I was assured I would receive a call on 9 November. As expected, no call ever came. On 10 November, after spending 50 minutes on hold, Customer Services informed me they could only assist with online orders and advised me to contact the store. When I asked for the store’s number, Head Office details or even a postal address, I was told none of this information could be provided. Completely unacceptable for a national retailer. I returned to the store on 11 November and spoke again with the staff member I had dealt with previously. He was initially reluctant to give his name, citing “GDPR”, and admitted he had not contacted Customer Services at all — instead, his Assistant Manager had simply reiterated that the trainers were “misused”, and therefore no refund, exchange or replacement would be offered. What I found most astonishing was being offered a 20% staff discount should I wish to purchase something else. Why would I spend more money in a store that has treated us so poorly and failed to stand behind the quality of the products they sell? To make matters worse, the store again refused to provide Head Office contact details, claiming internal numbers “cannot be given out to customers”. This speaks volumes about their approach to customer service. Do yourself a favour: avoid this store. If you want quality service and accountability, Harvey Nichols or Selfridges are miles ahead. They are accessible, helpful, and stand by their customers — unlike my experience with Flannels. Flannels, this has been deeply disappointing. Your customer service needs a serious overhaul.

   almost 8 months ago
2. Joanne Baker ★☆☆☆☆

   My 2 sons visited on the weekend and my son had a lot of birthday money to spend due to a recent 21st birthday. Him and his brother were constantly followed round the shop which completely put them off buying anything so they left and spent the money in Selfridges. I understand that you need to keep a close eye on people but maybe do it a bit less obvious in the future if you want people to enjoy their experience and spend money. You lost a big sale that day so it was your loss in the end.

   almost 10 months ago
3. Jordan Jones ★☆☆☆☆

   I had a disappointing experience at Flannels Birmingham. I spent around £300 in cash, but when I tried to return the items, they only offered store credit or an online voucher, and I couldn’t get any cash refund at all. The return policy is barely visible and not well communicated. On top of that, the staff were rude, unhelpful, and had poor communication skills. Additionally, I noticed quality issues with the products, like loose stitching on the fabrics. Overall, a very frustrating experience.

   almost 11 months ago

1. jen xx ★☆☆☆☆

   Utterly disgusting customer service. Follow you around the store, staff seem to think they are better than the rest of humanity, store it's self is dirty & smells of damp , if you want a nice shopping experience avoid this store like the plague

   almost 11 months ago
2. J. m ★☆☆☆☆

   Spend over £400 on a bag. Wasn’t used and the print has faded and has discoloured. After only having the bag a month. Manager took photos and sent them off however they are not prepared to do anything. I also mentioned the scandal of people returning fake good and them selling them. The manager denied all of this even though it’s been in the news. Very disappointed, certainly not a luxury buying experience. No different than buying a £10 bag from Primark, in fairness they probably would give better service. Would certainly avoid!

   almost 11 months ago
3. Ludwig Van Beethoven ★☆☆☆☆

   Rather have went selfridges than deal with flannels customer service 0/5 workers at the store 0/5 fabrics and materials 0/5 bought a tracksuit stitching was coming away literally 10mins after wearing it refused a refund but they said they could have it stitched but if your not the actual company (moschino) fixing it why would i want a 3rd party retailer to? You pay premium we the customers expect premium never shopping here again Ps you need a new manager who actually knows the law about consumer rights.

   almost 3 years ago

1. Michael Wimsey ★☆☆☆☆

   Paid for a coat also express delivery, cost £385.00 plus delivery charges ordered in December 2022 still not arrived yet flannels claimed that the item was dispatched and delivered, with no proof or signature. Horrible company to deal with never again. Learned the hard way lol.

   almost 3 years ago
2. Mohammed Kasim ★★★★★

   Been shopping here for years, and I am always treated with the best customer service. Staff are really helpful and they have the best knowledge in what I needed. Will highly recommend this flannels store!!!

   almost 4 years ago
3. Avtar Dhillon ★☆☆☆☆

   I have just been in today to the store 18/12/2020 as I struggled to walk to the store. I have purchased some Hugo Boss shoes from here and only after wearing them 4/5 times my front toe is bleeding on the left foot. It’s painful and I struggle to walk. I went to the front desk and was dealt with in a very rude and abrupt manner and the person was not willing to deal with the matter. I then asked to speak to the manager and asked for his name. The junior staff refused this for some reason. I then asked for his name and he also refused that and walked off. A couple of minutes later the manger came and he was also not interested in helping or willing to talk. Not once did they ask me to take the shoe off and show the bleeding and serious discomfort. He refused to give his name for data protection apparently which is bizarre!!! A very horrible experience and I will never ever spend my money here again. I am going to unsubscribe from the email marketing etc.

   almost 5 years ago

1. Bak Again ★☆☆☆☆

   FLANNELS BIRMINGHAM THEY MAY HAVE GREAT BRANDS AND HIGH END LUXARY ITEMS. But I shall Worn you about this place . I would worn any one who wants to work here! You think the name and clothing they sell is high end and luxury.. It is.. but THE MANAGER IS A BULLY! and all the part timers 0 - Contract staff are scared to death to voice there opinion on anything as he holds it against them and has his favourites.so only gives his favourite longer shift. Full time staff are made to work over there shifts constantly and not paid for it or given in time back..Especially if you just had a holiday and come back to work... He uses the rota as a tool to stress you out and you could work up to 7-8 days with out a day off. He always convieantly books his days off around big events . such as New window display due in or big delivery’s Which normally get left to the very hard working assistant manager and team. Staff are made to feel stupid on shop floor by he's constant shouting out , when a customer Enquiries about a item of stock, You go to scan it and look,but he shouts out we got none...and then you see we have...? So you have to run to back secretly... It’s a miserable place to work as staff have to follow customers around , due to amount of thief’s they have in store... and how expensive stock is.. They hear customers speak to each other about us following them.. but the staff do feel horrible doing it too. There no training your are meant to learn a long the way and rules change constantly , as staff don’t last and leave as quickly as they came. As carnt stand the atmosphere.. He controls all visual merchandising , no staff are allowed to try! He just change it, it’s his store. He has his own rules as he don’t follow Flannels Vm rules...he been there to long for him to change.. so you have to gusse what right... Dinner is half a hour only and that changes sometime 45 mins depending on shift. But he sneaks breakfast every morning under his paper and pops out all the time for cigarettes.. New staff when you try to get your sales and commission be prepared. he don’t care he has the biggest commission sales in store and will tread all over you to get it!...and shout at you in front of customers if you get it wrong... But the staff there have great love for the brands that’s why the try to stay.. Looks great in your cv but if your not thick skinned forget it... To all the customers that read this please don’t be angry with the staff there controlled by a manager who is not managed and gets away with everything...

   more 8 years ago

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