Flannels

Honestly truly shocking, once you have spent money in the store they have no regard as to whether you receive the item you went out to buy in the first place. Judgmental staff in the Sutton store and even less helpful complaints procedure. For a high-end store i have never seen anything quite like it. They can keep my £330 for a belt they don't stock anymore, not that they will refund my money anyway, no they expect me to buy something I didn't even go out to buy? I will not step a foot back in that store if my life depended on it. GO ELSEWHERE, you have been warned!

Clothes are obviously of a high quality just a shame that the staff aren’t.the woman behind the door wasted no time getting security down once we were in! The micro aggressions were loud and understood.
No one greeted us, no smiles just eyes watching like we were thieves. I usually use the Brixton one so assumed it would be the same kind of vibe… How wrong I was in future I will stay where my custom and money are appreciated and welcomed!

Went Oxford Street.. Was ight... Went Sutton and was WOW'd. Staff here were alot more friendly and welcoming, but also showed a genuine interest in wanting to help. Besides that the shop itself has a lot more Choice. So that's a big plus. The information I received from this store is also a lot of help when it comes to returns and placing orders. Where as Oxford Street didn't mention a thing. Hi and bye was all.

Special thanks to a few who made the visit seem less. They are,
Abbi - very polite and very calm. My mum felt relaxed.
Jude - Very friendly and helpful understood the task at hand and completed it with a smile.
Salsabil - Was very friendly showed my mum multiple jackets and made her feel special when she was trying them on, and also in cooperated an asian twist as she could over hear us speaking in tounges. Treating her as an individual, not an equal is very important and she did exactly that.
Aniqua - Lastly a special special thanks to the manager. We came there with an online purchase but she went that extra mile to ensure we was happy but also left us feeling like we wouldn't go anywhere but here. It was a hot day and we was very thirsty. She told us we can't drink in the store but still offered us a beverage. It showed us that she wasn't a robot and was a genuine person. She also got the transaction competed with no issues as she advised Jude the best work around. The team them selves are a strong team and that helps alot when it comes to working anywhere let alone a store like this. I didn't want to say this but my mum has cancer and these trips here are the ones that keeps her stress free, but also make her feel good within her self especially with the way Salsabil complimented my mum and gave her attention. They don't know that so it was a natural, friendly, passionate, customer service that she received. So it seemed the norm there. I would highly recommend this store to anyone. Thank you and I'll see you soon.

AVOID!!!! Flannels parcel unattended in a public area (post room for letters) and was not signed for by me. The parcel has since clearly been stolen. Flannels have let me know that the case takes 6 working days to look into, and 28 days to resolve!! Despite me providing evidence from my building concierge. I have since had to order a replacement at my own cost whilst waiting for the case to be resolved. They have now told me that they will not refund as the parcel was left in a safe place - despite them leaving the parcel in a public room with signs saying that couriers should not deliver here. I will NOT be shopping from Flannels again. Appalling experience.

Most staff at Sutton are nasty and don’t know how to treat customers with respect. Raising voices, talking down on customers. Don’t want to help when needed. Oh wow. Especially a fat female manager extremely rude she acted like she owns the place.

I was served by a gentleman named Xyrenn, he gave me advice on a few pieces I’m going to come back and pick up another time. The whole aesthetic of the store is really cool, I used to manager Adidas in Bond Street and Doc Martens in Carnaby St, if I was still there I would’ve stolen him. Great store!

After walking in the store it became immediately evident that the staff were radioing each other saying to keep an eye on me despite having literally just walked in the shop in my gym clothes! I was followed by several members of staff like a child and even when I asked for the price of a bag the woman I asked looked visibly unimpressed and judgemental.

This is not the first time I've seen this behaviour towards customers in Flannels Sutton. A poor attitude all around, I don't expect anyone to be judged on what they can buy based on how they look.

I would give no stars if possible. Worst company I have ever dealt with regarding the customer service due to refund/ returns with a so called Manager called Cristina.

The reason is that I bought two exact same expensive (£975 each) Balenciaga bags online from the Flannels website so that I can compare the prints. Within 2 days, I decided to return one and paid £10 for a recorded next day delivery. I received confirmation from the delivery immediately from parcel force. A week later as I hadn’t heard anything, so I decided to email them to find out what is happening to my refund. I got an email back saying the bag that I returned was missing a zip and tags, and no refund will be made and they were returning the bag back to me, I explained that there no tags were in the box and the bag was immaculate and the zip was not broken nor missing. I wouldn’t have heard anything if I didn’t write an email in the first place. And also the bag I returned was immaculate when I returned the item back to them, how come this happened and when were they going to tell me. Due to Covid-19, you can’t go anywhere, the bag was never used by myself and I returned it 2 days after receiving it.

Cristina just kept emailing me back accusing me for sending a damaged item and it not resellable. I sent a immaculate bag back. I have asked her to escalate to her manager and denies my wish.

I will be taking legal action as I feel that this company is taking advantage of me and bullying me into a situation. It’s now become more of a principal as your one of staff has probably broken the zip of the same bag that I purchased and is trying to cover up there mistake by blaming me.

Cristina’s Manager, please contact me to discuss further or you will be receiving legal action very soon.