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.

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.

So very nicely laid out. The men's section is amazing they have stone island galore laid out in colour sections, so many lovely colours it's so good and may I add so well staffed in this place and they are courteous and helpful aswell and will take time out to help. This is refreshing their customer service is fab but maybe because you pay for what you get and this place is not exactly cheap even in the sales, But I feel like the customer who comes into such a classy looking shop such as flannels knows what they are to expect price wise when shopping for some new high-end designer items. Such a shame they don't have much womens clothing. However there is a good selection of women's jewellery shoes and accessories

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.

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!

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.

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!

Terrible customer service ordered online &tried to take back & exchange in store 3 times & was continuously given the wrong information sutton store massively disappointed especially them being a high end outfit also member of staff told me no high street stores take anything back from online orders complete rubbish as marks & spencer do to name one of many!!!

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!

Went in yesterday to buy trainers, one customer (me) one member of staff folding clothes completely ignored me until I asked a question she was rude and then went on to to ignore me again, I left and have taken my custom elsewhere, they lost a sale.

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.

Great experience staff working on the 31/01/2020 was great. Helped with my choices. I would say they need a wider range of mens accessorises such as bags, belts wallets etc. Also very limited on Jean's. However overall great shopping experience.

Worst place to shop, if you’re gonna go flannels go online or to a different branch. The way the managers speak to the colleagues is shocking. I witnessed managers with the most disgusting attitude especially the middle aged woman one. AVOID!

15 mins walk from my house! Can I say more? Absolutely chuffed with this store being so close to home. So many labels under one roof, great service and experience. Just hope they maintain themselves!

I'm really annoyed because I had a quick look around Sutton really excited to go but myself something nice to treat myself and just cause I'm under 16 I got turned away I'm really annoyed

Excellent new clothes shop. Just what Sutton needed. It's clearly proving popular, as I often see people with Flannels carrier bags as I walk along Sutton High Street.

Wow what a place and to be in Sutton,It was a shock to me,normally these brands are London based brands so it was amazing to discover the place like this so local.

Quite unsafe place. Barely one or two shop assistants were wearing a mask properly and the door was closed not letting me fresh air come in. Never again.

Had a lovely experience from Flannels Sutton earlier this week, very well presented store and super helpful staff, believe I was served by Alex.

Great service and overall a lovely environment with supportive assistance if needed. Best brands and clothes if you want to look different.

This shop sells real fur. Did no one tell then it's 2019 not the eighties?? A vile shop promoting animal cruelty. Avoid at all costs.

Useless, never answer their phone, tried different days. When visiting the store they seem a bit gone with the wind.

Good store to have in Sutton. Not the biggest choice of all brands but I found one of the things I was looking for.

Beautiful, luxury store with a fantastic range of top brands. It's great to have this amazing place in Sutton!

It is beautiful shop. They sell only designer wears. It is over budget for many people. It is very expensive

If you're the one who is looking for fashion and had loads of money just go in there you get what you need

This place doesn't belong in Sutton. Awful style of clothing, I've also had better service at McDonald's

Too good for Sutton? Let's hope it can attract a better class of customer and bring Sutton up

Didn't even want to go in, security guard gave me dirty looks just looking at the store.

This store is great. I recommend it to anyone looking for a good shopping experience.

Excellant shop in the wrong town should be wimbledon or kingston

Wrong type of store for sutton, let's see if they stay long.

I felt rich going in there, but when I came out I felt poor.

Won't last long if you pick and choose who they let in.

The best clothing shop with the best designer brands.

Every name brand you could imagine under one roof.

My favourite shop fantastic range of garments

Great quality. A great store.

They never answer the phone.

…

High brow clothes

Amazing shop!!!

Excelent store

London

❤❤❤❤❤❤