Flannels

Despite other reviews, I can happily say I had a very positive experience in store buying a variety of items, with a member of sales staff Jamal. From my initial entrance into the store, Jamal welcomed me and informed me anything I needed help with, that I shouldn’t hesitate to reach out. After a short while browsing and selecting a few items to try on, Jamal kindly showed me around to the changing rooms and offered me fair chance to try them on for size, ensuring I was as happy as could be. One item was slightly off for sizing, so he headed out back and bought in a freshly packed version in the size required, again allowing me to make sure it fitted. After discussing an online offer where multiple of the items were listed as being on sale, he explained that he’d be able to provide the discount in store as a price matching system through the till. The offer was very fresh online and I could see the staff were working hard heading throughout the store marking up various items with the listed online discount.Furthering the already brilliant service Jamal had provided, I did ask for his personal opinion on a few new season/old season comparisons, and we had a pleasant discussion offering up our on thoughts on a few designers/styles that we both rather liked, and equally didn’t like as much.Overall, from start to finish, I can happily report that all the staff I spoke to on the day, and that Jamal in particular, we’re extremely welcoming, helpful, fair, and knowledgable to deal with; thus making my experience a great one. With the quality of items, and quality of staff, I wouldn’t hesitate to head back into store to browse and get my hands on the items I want, before having to look online.Thanks again to Jamal and the team, was a pleasure dealing with you guys and gal!

Me And my husband shopped here last week lovely customer services really enjoyed our visit

Extremely rude staff (especially the person who helped me with the refund. Older guy with blue glasses and strong accent). I was trying to get a refund for an item that I didn't want from an online purchase. He seems to have the biggest issue helping me and was visibly annoyed by me, sighing and puffing. Was arrogant and disrespectful. Felt so unwelcome. At first he tried lying to me saying they don't do refunds". Luckily their online department is a lot friendlier and helpful than in the shop and I had an email confirmation.Never ever shop here

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.

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!

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.

I took my grandson here today, his trainers were nearly £400, which he was paying for himself. The youg guy who served him was lovely and helpful. But at the till another sales person got involved, he was quite rude, and abrupt with a reply, when we asked a question. My grandson is on holiday from Australia and I was disappointed for him he spoke as if we were second classes citizens. If this is looked at by the store be willing to name and shame him!!

I went into the shop as I felt a bit lost on what to buy. The guy I spoke to was quite helpful and mentioned women's wear was upstairs. However, that is when the help ended. There were multiple store assistants upstairs and not one asked if I needed any help or if I was just browsing. Unfortunately, it was quite a disappointment as I have heard good things about Flannels but sadly, this store falls short.