Flannels — Local services in Liverpool

This is store is absolutely diabolically ran. I shopped at another branch of Flannels yesterday and had an amazing customer service experience. I found a shoe I wanted in the sale there but unfortunately they didn’t have my size in store. A member of floor staff there ran a stock check for me to check the availability of a shoe in all of their branches. The shoe I wanted was available in my size, in my local Flannels store, Liverpool. I left that branch excited with my faith restored in Flannels, after having a few very below average experiences with them before. I rang the Liverpool store continuously for 25 minutes before someone answered. The woman on the phone was helpful and told me she had reserved me the shoes in my size and a size up (as I requested, as I wasn’t sure how they would fit). She told me that the size 4 was on sale at £145 but the size 3 was on sale at £295. This made no sense and the staff member was as confused as I was but polite and helpful so I thought this could be sorted when I went in to collect the shoes. I went in the next morning (today) to try the shoes on, to firstly be kept waiting at the main ground floor counter whilst a staff member stood behind it tidying up without acknowledging my presence whilst another two looked on. I was eventually told by another member of staff that my shoes would be around the corner at the shoes and accessories counter. I walked over to be told nothing had been put back in my name and that they didn’t stock the shoe at all. This wasn’t true. The shoe was on display at two sections in the store. I took the shoe to the shoe counter and explained to the staff member there that those were the shoes I’d been told had been reserved and she went off to look for my size. She came back and told me the shoes started in a 4, that they were not made in a 3. This was wrong again. I’d tried a 3 on in a different colour whilst I was waiting and took them to her to explain too. Her response was “we’ve never stocked them in a 3, Flannels bought all of the size 3 to 7’s in all the colours and those are the only sizes we have”. This obviously made no sense, given that she’d just told me the shoe is not produced at all in a 3 and I’d just tried one on in that size and still had it in my hand. I told her again that I’d just tried a size 3 on in their store and a size 3 on in another branch of Flannels yesterday but not in the colour I wanted - she shrugged her shoulders so I asked if she could run a stick check to see if any other branches had them in stock as there had been another branch with them when I asked yesterday, but I decided to go to Flannels Liverpool as it’s where I live. The staff member told me they’re not able to check stock elsewhere, to which I explained a member of staff in another branch had checked for me yesterday. She shrugged her shoulders again and I decided to leave. On top of this, every time I’ve been to Flannels Liverpool to make a purchase (which I do regularly as there aren’t many stores around Liverpool which stock as much designer), staff have been rude, ignorant and unhelpful. Their returns policy and customer service overall is awful and absolutely not what you’d expect when you’re buying high-end, special pieces. In future I will only shop in other Flannels branches or other chains...

Really disappointing service and quality. Sadly this department store won't last long in Liverpool. Bought a blazer online paid delivery to store, picked up. Staff helpful and pleasant. Paid full price for item and delivery. Returned home stain on item. Returned to store. Wouldnt replace as purchesed online. Non in stock to buy replacement for up and coming event. Katie on service desk really helpful and explained process. Returns policy in store doesn't differentiate between online and instore purchase. So was directed to a Web bot, took ages, then was disconnected. Spoke with Sophie via phone, couldn't issue replacement label as she couldn't physically see item yet instore manager Dominic confirmed the state of the item. Humiliation, through no fault of my own after 40 minutes, promised issue of online return label, non received to my email or store email, clearly an issue Sophies end. I left store with a defected item to return with no return label after 40 minutes, poor customer service from the store manager Dominic. Poor customer service from Sophie via telephone. Still no returns label via email as promised. Still not fit to wear item. Offered £20 for poor product once returned. Do not buy online and try to return to store allegedly they don't take online orders for the last 4 years. Even if its not your fault they will not replace or refund. Disgusting experience. Won't be shopping here again....very clinical, more staff than customers. Lovely interior but no customer care. Will shop elsewhere. Pity was looking forward to the rooftop bar. Surely a manager could make an informed decision to support customer welfare after the continued...

Went in a while back to browse tops to make up some more outfits and look for accessories.

From the get go the staff were absolutely staring me down as if I didn't deserve to be there. I was wearing a Burberry face mask (which was only available if you requested it by signing up to emails at that time, so was new to market) and they asked where I got it from - I said I got it from Burberry, and the worker sort of laughed and didn't seem like she believed me. I'm sorry you're not aware of brands having their own face masks, but before you think im wearing anything fake please do some light research yourself.

Also, when I touched a dress, the staff immediately started huffing at me as they didn't think I'd be buying it, and the fact I was touching it was apparently a no go? Um how else do you want to see if it's right for you or to try it on without touching it?

Similar to other reviews - if you're not dressed with massive Fendi or Balenciaga prints, they won't believe you've any intention to shop. The only person nice to me was the doorman. Do not recommend, you get better service from stores on Regent st or Selfridges in Manchester, than...