Flannels Churchill Way, Cardiff CF10 2DY

"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."

"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!"

"Popped in on Saturday to purchase some trainers. The lady who looked after me couldn't be more helpful hence the 3 stars. I wish I'd taken her name to leave her some good feedback but as for the rest of the staff, particularly the guy who grunted at me on the door on arrival, they really couldn't be bothered. Not what you expect from a store selling luxury brands. Maybe my face just didn't fit. When I buy a high end product, I expect high end service and unfortunately this store didn't deliver. The lady who did go out of her way to help however was lovely. Shame about the rest."

"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."

"Ugly packaging. No presentation at all for a very expensive Balmain bag. It is supposed to be beautifully wrap up. The dustbag is also dirty. Doesn't look like I bought from Flannels at all."