Flannels

Staff ordered an item for us online from store pad, he stated this would benefit us as we can return it to store. Unfortunately, when the item arrived it was the wrong colour. He ordered the wrong item, he was too busy serving others. I had to drive back to store pay to park again, had paid postage for an item that was no good. Got refund on item despite him documenting the wrong card number we paid with. Lucky refund was given, still out of pocket tho.Poor customer service outside of store also. Tried to call the store to explain the issue but no answer. Email sent also to try and fix issue. Did get fast reply to say nothing they can do. No apology. Really not impressed with the service.Item now bought elsewhere

Came in for a birthday present and was followed around the store from the moment we entered, and he wasn’t discrete. About 1-2 metre(s) away from us at all times until I started following him and he walked down stairs. You feel uncomfortable and judged the whole time you’re in there. Would not return.

Avoid the Chester store! The manager (Stacy Picken) clearly needs re training!I purchased a pair of OFF-White trainers. I have worn the trainers for a maximum of 3 hours and noticed the stitching on the tongue has started to come away.I politely requested an exchange to replace the defective pair, I had been sold only 1 week ago.I was told by the store manager that she wouldn’t even look at her trainers and it didnt it matter?She then said I was only entitled to a repair by a third party company or 10% of the sale price back in cash.The fact that I was offered these options suggests that the store manager could see clearly that the stitching was not as you would expect to find on a week old premium product?The Consumer Rights Act 2015 makes it an implied term of the contract I have with Flannels that goods be as described, fit for purpose and of satisfactory quality..The “store manager” then basically said good luck trying to have my trainers replaced?Not customer friendly at all! .. and I will be taking this matter further!

Bought items from the Chester store for a gift. They have opened both items that were boxed to find security tags. Surely the staff should be aware of where the tags are.Visited the store to get the tags removed and the staff member couldn't have been more apologetic and explained that there are a lot of new staff. Hopefully they will all receive the correct training

Customer service in this store is horrific! If you want better service go to the Liverpool store as they were extremely helpful!I had bought an item of clothing from the brand essentials for my boyfriend and the lettering on the back of the top had come off after wearing it once!We had emailed flannels online for help and they referred us to take it in to the store which we did. Upon taking the top in to the store Sarah told us that she had never seen this happen before throughout her retail job! Coming from someone who has worked within retail through my teenage years this item was clearly faulty and can happen regularly to ironed on designs! So she clearly hasn’t worked in retail for long if that is the case!She then proceeded to take photos of the item to send off for another opinion and told us to come back In an hour! We came back in an hour and was told that she was on her lunch break so was told to wait another 30 minutes! Appalling! We proceeded to wait for 30 minutes till Sarah came back off her lunch break.She told us that the item wasn’t faulty and there was nothing she could do! Even had the decency to tell us to go to Sports Direct to get it ironed back on! Which clearly mean that the item was faulty! Clearly doesn’t know the law that was put in to place In 2005 for faulty items. The staff need retraining as this is appalling for a luxury store!We went to Liverpool the following day and they sorted it out straight away for us.If the regional store manager sees this, I would love a response about the rude staff in your Chester store! Won’t be buying anything from here again.

Love this store, staff are engaging if you make it known you want help, otherwise they respect your option to browse without pressure. Chelsey and Ronnie always make the experience enjoyable and go above and beyond. Stock is not as comprehensive as other outlets, however the store can only hold a fraction of Flannels large selection of items. The staff will order for you online and delivery is exceptional, next day is a regular occurance. Would definitely recommend.

Really disappointed with my recent purchase from Flannels Chester, I purchased £85 leggings which had run from the seam after one use, no refund or exchange. You wouldn’t get this level of customer service at Selfridges…

Here now and been over charged, and they are selling over retail, they refused to honour the lower price, Chester trading standards have been informed