Flannels Clothing Store in Brighton, Brighton and Hove

Reviews

1. N ★☆☆☆☆

   I was served by a lovely lady yesterday (didn’t catch her name but she was petite with large glasses and black hair) she was so friendly and kind. Unfortunately when we got to the till to purchase, the price of the bag had mysteriously gone up so we questioned it and it was due to another sales adviser (lady with very long black hair to her waist) on the till adding an extra add on product (leather cream or something) without even asking us? This was really sneaky and made me rather angry as I assume some people wouldn’t even notice the added extra if they aren’t paying attention. Plus when we queried this add on product, she had an attitude with us. That should not be allowed and has put me off ever coming back to shop here! Do better.

   almost 8 months ago
2. Moufid Filali ★★★★★

   Overall, I’d rate Flannels Brighton 3 stars based on my past experiences, as I didn’t always feel very welcomed on previous visits. However, today completely changed my view thanks to Sky in the men’s section upstairs. She deserves 5 stars on her own — patient, helpful, and genuinely welcoming. I spent over an hour shopping, kept changing my mind, and she still happily brought me everything I needed to try. Best customer service I’ve had at Flannels, and the luxury brand selection here makes the experience even better. Thanks

   almost 10 months ago
3. Bex ★☆☆☆☆

   ⭐ If I could give 0 stars, I would. I visited Flannels in Brighton yesterday regarding a faulty £115 top and asked about a replacement/exchange. I had a receipt and the manager could of used discretion/goodwill but was just unpleasant. I have never experienced such poor customer service. Instead of being listened to, I was left feeling embarrassed for simply trying to exercise my consumer rights. The manager’s attitude was appalling, and she even refused to provide her name. This has completely put me off returning to this store. This is the first negative review I have ever written, which shows just how strongly I feel about the way I was treated. What makes this experience even more disappointing is that I have been a loyal Flannels customer for years, regularly spending significant amounts of money. Only a few weeks ago I bought a pair of Christian Louboutin trainers for £579 and was served by a brilliant team member who went above and beyond to ensure I had the correct size and left happy. His customer service was excellent — the complete opposite of the manager’s. Quite frankly, he should be the one training her on how to treat customers with respect. Perhaps the manager was having a bad day, but that is not the customer’s fault. Her behaviour was unprofessional, unfriendly, and unacceptable. I sincerely hope Flannels Head Office takes this feedback seriously, because no customer should ever be made to feel this way.

   1 year ago

1. ainhoa negro ★☆☆☆☆

   No Refund Offered – Poor Customer Experience I purchased a high-value item from Flannels Brighton and returned shortly after, unused, with tags and in perfect condition only to be told that refunds are not offered for in-store purchases unless the item is faulty. This return policy was never mentioned during the transaction, and any signage was not pointed out or made obvious. After raising my concerns, I was told it’s not standard practice for staff to inform customers unless they ask which feels deliberately misleading. Despite multiple polite attempts to resolve the issue and escalate the matter, I was met with inflexibility and a flat refusal to refund. This experience has been extremely disappointing, and I would urge others to be cautious when shopping here. If you’re unsure about a purchase, be aware that once you buy, there’s no going back even if the item is unused.

   1 year ago
2. Francesco Barilla ★☆☆☆☆

   Lovely shop in terms of variety and quality of the designers available to buy. The reason for rating one star is that you must be 100 per cent sure of your purchase as they do not provide any refund, only a credit note slip. Considering the top of the range prices, if you buy a present that wasn't suitable, you might find yourself with a very high credit note to be spent and, if nothing is available at Flannels' then you will have to shop elsewhere and be stuck with your unspent credit note. That is not convenient at all. Even big commercial chains like Zara nowadays provide refunds straight away.

   almost 3 years ago
3. M.C C. ★☆☆☆☆

   JOKE !!!!Bought a jacket, paid for next day delivery only to be sent an email on the day of delivery that they are running late and they are giving me a code for free delivery. The reason why I paid next day is because I need it next day! But wait, in the confirmation email they write " this is not a biding contract and it all depends if we have the item " or something like that, just to cover their own backs. You are committing false information by saying what conditions are for next day delivery and then you are not fulfilling these conditions, but hey!you have written on the email it's not a biding contract!I don't need your free delivery code for next purchase because I won't buy from you! Right I'm off to buy a cheap jacket in town because my son is going away and thanks to Flanels being utterly unreliable he would have been without jacket.

   almost 3 years ago

1. Callum Logan ★☆☆☆☆

   Atrocious customer service from Alex in the menswear department. Misleading 20% store discount on full price items but when going to checkout didn’t offer 20% discount as claimed item was on sale with less discount although not marked. Will never return to this store.

   almost 3 years ago
2. Hamish scott ★☆☆☆☆

   Been here a fair few times and been a good experience, however the last time I was getting followed around like some sort of Thief. Wasn’t aloud to pick up an item of clothing and continue shopping, having security and staff talking about me over the radio even when I was in the cue to the till and staff looking down at me. Embarrassing for me is an understatement and ruined my experience.

   almost 3 years ago
3. Melody Carey ★★★★★

   Returned a faulty pair of balenciagas to the Brighton store today after purchasing in another store. Was greeted at the door by a worker named Sim who couldn’t of been more helpful, he took the trainers for Inspection come and found me 10 minutes later and was more then happy to give me a replacement pair. I would just like to commend him on his customer service skills and professionalism. He’s a credit to store. Thank you once again :-)

   almost 3 years ago

FAQs