Flannels

Visited Flannels Chester today and was served by Ethan. Very polite, keen young man who was very helpful in finding the correct size in 3 different T shirts for me. A credit to his employer 👍

Went into the store today and was appalled by the service. No one approached us to see if we needed any help. We were the only customers in the store. 2 male members of staff were standing at the bottom of the stairs and didn’t even acknowledge we were there. They just carried on with their conversation. We just walked straight out. Would rather spend my money elsewhere.

Good store, low stock levels of certain designers was in there for nearly 40 minutes and didn't get a smile or even a hello from the staff, so didn't bother asking for help. Not great service at all

Went to the store for 9am as it says on website but it waams still closed wjen I left at 0912, please update times to correct Saturday hours to avoid others waiting. Thanks.

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!

Staff are brilliant .. high end shops can sometimes look down on you however this is definitely not the case here .. brilliant experience every time

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.

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.