Just visited this Flannels for the time since we were visiting Cardiff. Adam the assistant manager was very professional and helped my size online to order directly to my home. I'll definitely be shopping here again when I visit.
Dont bother. Go elsewhere, save yrself a nightmare. Ordering online costs 6.99 just for the basic delivery and then 6.99 to return the item if it doesnt fit. Most clothes are oversized. Aa its xmas you might be thinking of a flannels voucher again a big con. Unless you keep the item the voucher will always be returned as part of tge refund.
I visited your store today and, unfortunately, left feeling quite disappointed. Upon entering the changing rooms to try on a few items, I noticed that unlike other stores, no staff member counted or checked the number of items I brought in. However, when I exited the fitting room, a staff member confronted me and asked where the rest of my items were. I found this quite inappropriate, especially considering I had no shopping bags on me and was clearly only wearing shorts and a t-shirt. I’m not sure what she was implying, but the insinuation felt accusatory — as though I had taken something, which is both offensive and unfounded. She insisted I had eight tops, which I did not, and proceeded to argue with me about it. I’m a regular customer and have never encountered this staff member before, but I’ve never been made to feel this uncomfortable during a visit. To make matters worse, when I went to check out, the same employee began asking personal questions about what I was doing for my birthday — just moments after implying I had taken items. It felt insincere and unprofessional. She also asked if I was paying by credit, without offering the usual “cash or card” option, which came across as unnecessarily intrusive and a bit condescending. Overall, the interaction felt rude and judgmental, and it really put me off the shopping experience. I hope this feedback is taken seriously, as I normally enjoy visiting your store and have never had issues like this in the past.
Adam and the team in Cardiff, were very welcoming. Adam went above and beyond to help me with a special present, Thank you very much. Definitely would use this store again.
Went here for last minute Gifts for the family as I was visiting from out of town. And may I say the service was fantastic, the staff so lovely, and a decent selection of luxury brands. The store doesn’t have a large women’s section and a larger men’s section however. But for the seasonal sale and the lovely staff who were so attentive I’d definitely come again.
Similarly to other reviews left on here, we unfortunately had a very bad experience. We visited on a Tuesday to purchase a relatively expensive bag for my partner. He’d decided on one, placed the purchase and left. Later that day he’d decided to actually get a different style of bag from another designer, and so we returned on the Wednesday morning to refund the original purchase. We were met with a very passive aggressive sales assistant called Jamal, who said he can only offer an exchange or store credit. I asked at what point during our purchase yesterday had it been told to us that they do not offer refunds, and his reply was ‘Well you didn’t ask’. It’s not the customer’s responsibility to ASK if a store gives refunds before making a purchase, and as per the Unfair Trading Regulations 2008, a store is required to inform a consumer of any reason why their purchase may be altered if looking to seek future recompense - in other words, they were actually breaking the law by not telling us. All he kept saying was ‘It’s policy. It’s the store policy’. After a rather lengthy heated conversation between himself, the store manager, and the exact female sales assistant that had served us the day before, we left with the telephone number for Customer Services. I rung them the next morning and explained the situation. The lady whom I spoke to (Jessica) was absolutely brilliant. She emailed me back not even 3hrs later and told me she’d got the store manager to agree to refund us, and to head back down as soon as we were able to. Upon arriving at the store, Jamal was there at the counter again to serve my partner his refund. He made a point of saying that ‘the store had got an email from Customer Services to refund you, and all of the staff have been made aware to do so’. My partner then handed over the bag, he refunded him without another word and slid the receipt across the desk, then walked off. No apology for the way he spoke to us the day before, no explanation, nothing. The absolute audacity and attitude on this man STINKS, and I sincerely hope the people working here are re-trained and reprimanded, starting from the top down. Avoid this store at all costs, they are rude, unhelpful and self-centred people. The female staff member who served us on the Tuesday and sold us the bag was actually screaming in my fave telling me I was ‘talking rubbish’ when we were querying the refund, and I had to walk off through fear of really losing my temper. Had it not been for the fantastic and professional actions of Jessica at Customer Services, I’d have taken this a lot higher. I’m still considering reporting them for multiple breaches of the Consumer Protections Act and Unfair Trading Regulations.
My partner and I have shopped at Flannels plenty of times before but recently had a terrible interaction with one of the sales assistants upon returning. I bought multiple items before Christmas and asked if I could return one depending on if my partner liked these or not, the sales assistant quickly took these from my hands and said this wouldn’t be a problem and placed them behind the till for me. When I returned I was met with an extremely rude assistant who refused the refund and when I tried to explain I had been misinformed, dismissed this and said that I should have been clearer with the questions I asked. He also went on to say that he doesn’t discriminate and that the amount I wanted to refund could be a lot of money for some people… like other reviews, avoid at all costs!
Popped in on Saturday to purchase some trainers. The lady who looked after me couldn't be more helpful hence the 3 stars. I wish I'd taken her name to leave her some good feedback but as for the rest of the staff, particularly the guy who grunted at me on the door on arrival, they really couldn't be bothered. Not what you expect from a store selling luxury brands. Maybe my face just didn't fit. When I buy a high end product, I expect high end service and unfortunately this store didn't deliver. The lady who did go out of her way to help however was lovely. Shame about the rest.
Don't waste your time or your money here. I have never experienced customer service so poor in my life. My mother and I came in to the store with a bag that we wanted to refund. Instead of the man behind the desk explaining kindly that they do not offer refunds in store, he began shouting at my mother and drawing attention to us - causing my mother to become extremely upset and drawing attention to us. There is a certain level of customer service that should be given when buying a luxury item and this place simply does not offer that. If you want a calm buying experience - steer clear of flannels.
Ugly packaging. No presentation at all for a very expensive Balmain bag. It is supposed to be beautifully wrap up. The dustbag is also dirty. Doesn't look like I bought from Flannels at all.
Flannels is located at Landmark Place, Churchill Way, Cardiff CF10 2DY, UK
You can contact Flannels at +44 344 332 5790
You can find directions to Flannels by following this map link