Very good service, friendly and helpful staff. Good selection of clothes, shoes and bag in-store and good online service/ selection. Very pleased with my recent visit will be returning to shop again
Two days after Christmas, like many customers, we were shopping casually. I approached the women’s handbag section and politely asked at the customer service/buying desk whether you stocked a particular designer brand. The staff member responded with a blunt “no, online,” delivered in a dismissive and condescending manner, with no effort to engage, explain, or assist further. What makes this interaction particularly unacceptable is that my husband was already wearing the exact designer brand we were asking about — a brand you sell yourselves. We were clearly buyers, yet were treated with disinterest and judgement rather than basic professionalism. To be clear: affordability was not the issue. We are long-standing customers and were fully prepared to spend in-store that day. Luxury retail is not just about price tags — it’s about knowing how to treat people who are ready to spend. This experience demonstrated a complete failure to meet that standard, and we will be taking our business elsewhere.
I had a very unpleasant shopping experience at Flannel today. I was trying on a jacket that I really liked and was preparing to purchase it, when a Chinese female staff member wearing glasses suddenly came over holding a hanger and very rudely asked, “Where is the down jacket from earlier?” Her tone strongly implied that I was about to steal the item, and it made me feel judged, as if I couldn’t afford the clothing. This made me extremely uncomfortable and offended. Later, I told her that I was going downstairs to pay. She said she could take the item downstairs for me. I politely responded that I would prefer another staff member to assist me with the checkout. She replied in an aggressive tone, asking, “What do you mean?” I repeated my request, and she said “okay,” but clearly became angry and took the item downstairs in a very unpleasant manner. After that, I complained to another staff member, who said he would report the issue to the manager. I’m not sure if this was taken seriously or just said casually. I genuinely don’t understand how someone with this level of attitude and poor customer service skills is considered suitable for a role that involves working directly with customers. This experience completely ruined what should have been an enjoyable shopping trip.
This company deserves less than one star. I would never advise ordering anything online thats for sure. Issues were from a click and collect ordered delivered to store that wasnt collected by myself as I placed a duplicate order due to them having 20% discount code. Order never got sent back to the warehouse and here we are, a month later with no funds. Their customer service department sends passive agressive emails and refuses to give a refund despite my never touching the items or having and liability for with regards to condition received back at the warehouse. I had to waste 30mins of my life raising a dispute with the credit card company to get my money back. Shocking company. Customer service/processes dont match the products or prices!
Absolutely terrible customer service!!!!!! Ordered an expensive pair of sunglasses that never got delivered to my “safe place” of delivery and Flannels are accepting 0% responsibility! I’m now out of pocket £230!!!! Absolutely disgusting! AVOID ordering online
This company is minus 5 stars!! I don’t want to give this place any stars but need to place a review and to warn people I was sent an item that can’t be warn due to it arriving with a mark on the front of it, I had purchased it as a Christmas present, I returned it and they just returned it to me…..totally against my consumer rights.. they are sending people unusable goods.. I’m reporting them to trading standards..do not buy from this company…they are disgusting..
Wish I could leave less than 1 star, willing to spend 4 digits and the so called "manager" comes over to completely belittle the customer. I have never experienced anything like this before. Poor girl made a mistake while scanning items, was happy to sort it and get a certain offer done too, he then came over and "sorted it" I was more than happy to leave all my shopping on the table and walk out, stuck up "person". Go across to House of Fraser people.
Lovely laid out shop but stock sizes for the larger man is very lacking. Eventually found a T-shirt I liked but £70 was to much to pay. Found the same T-shirt in house of Fraser for £45. Yes I know both companies are owned by Mike Ashley
Normal prices are much discounted. But they don't seem to update the clothes very often and the products I saw last December are still hanging there. The happy thing is that their Stone Island products are always on sale. This is something that no UK site can achieve. For discounts, you can often come across some great stuff with great discounts at their house. This allows you to get it at a very low price.
Flannels is located at 109-115 Armada Wy., Plymouth PL1 1HH, UK
You can contact Flannels at +44 343 777 1361
You can find directions to Flannels by following this map link