Hook & Flanker Omdömen 306

I have been in touch with this company so many times regarding Order #7611. On one occasion someone called Lola contacted me and apologised for the incredibly poor service and said she would sort it out. I paid for these items on 01/03/26 but still no contact or items!!!!!
This is disgraceful, especially when I am still receiving emails promoting their products. Do they really feel I would waste more money with them. Please beware of their non existent customer service.

DO NOT ORDER FROM THIS SHAMEFUL COMPANY

It's a shame I cannot give a minus star review. My son placed an order with his own money when he was 13, he's now nearly 16 and still not received his order or a refund despite trying to contact them numerous times.

Recently they had the cheek to start sending me advertising emails I replied and was pleased when Lola responded; their new 'Customer Experience Manager' as below:

My name is Lola, and I’m the Customer Experience Manager at Hook & Flanker. I’m now into my third week with the business, and I’ve been brought in to make sure situations like this are properly addressed and resolved.
I want to start by saying I am truly sorry for the experience your son has had. You’re absolutely right to be upset, especially given the lack of communication. That’s not acceptable, and I completely understand your frustration.
No customer, especially a young player who has saved up for something they were excited about, should be left in this position. We should have handled this far better.
I’d really like to put this right as quickly as possible.
If you’re happy for us to proceed, I can personally make sure your son’s order is prioritised, moved onto our new system, and dispatched as a priority.
Before I do that, could you please confirm the best email address and delivery address for the order, as well as the item and size he originally ordered, just so I can make sure everything is exactly right?
I will personally oversee this from start to finish to ensure it is resolved properly.
Again, I’m very sorry for what’s happened here, and thank you for bringing it to my attention"

That was on 13th April and still waiting for her to resolve it or reply further, legal is my next route.

Don't order, don't waste your money and especially do not let your children do so, this business should not be allowed to trade or associate itself with the great game of rugby!

From an original order placed in February to now May, this has been an extremely drawn-out, frustrating experience that raises serious concerns about the legitimacy and operation of this company.

I placed my order in February and, despite months of chasing, it remains unresolved. I only ever received one of the two items, with the second (a navy small fleece) repeatedly promised but never delivered. Timelines of “1–3 days” were given multiple times and consistently missed, with long gaps in communication and no verified tracking provided.

Throughout this process, I was asked to reconfirm my personal details, which felt highly unprofessional and concerning. This was compounded by inconsistencies such as an incorrect email address in the signature and a shift in website domains, undermining any trust. Communication increasingly felt automated, with responses appearing AI-generated rather than genuinely handled.

My experience on social media was equally poor—comments were deleted and I was ultimately blocked, while still receiving promotional emails during the dispute, which felt completely inappropriate.

I have now had to initiate chargebacks twice and have reported the business to Trading Standards. The contact email has since stopped working, further reinforcing concerns. Overall, this appears to be a poorly run, potentially AI-driven operation displaying multiple red flags consistent with a scam.

Great service and amazing products after the total re structure can’t fault them, got our order to us on time and my son absolutely loves this clothing brand. It’s being ran by genuine honest people that didn’t expect the business to be such a hit. But now seems like smooth running and 5 star service.

Super cool products, got one for me and my Dad! The owner is incredibly responsive, helpful, and clearly cares about their customers and the brand they’re building. Any questions I had were answered quickly and professionally, which made the whole experience feel really personal. It’s great to support a business that genuinely goes the extra mile. I’ll definitely be ordering again and would highly recommend them to anyone looking for quality off pitch rugby/agri wear and top-notch service.

Updated review.

When I first ordered with Hook & Flanker, I didn’t have the best experience. There was a lack of communication and a couple of misunderstandings along the way. However, Lola from the customer service team was really helpful in explaining their position and made a genuine effort to resolve the issues with my order. I really appreciated her support in turning the experience around.

Terrible experience, and as someone who has bought from them 3 times previously, the standard of service now has been shocking.

I bought something for a specific event at the beginning of February. I understand it’s a small business, items are made to order etc but to wait over 6 weeks for an item with no correspondence whatsoever is ridiculous. After order confirmation, no correspondence whatsoever until the item is delivered 10 days ago, at which point they start chasing me for payment as my bank processed the chargeback a few days prior to that. They give me 7 days to respond as to how I’ll proceed, so I respond - again, no response. I advised as the event it was bought as a gift for has now passed, we have no need for the item but I want to return it - no answer.

Try filling out return form on website - when I fill out the form it then comes up with an error message saying page not found. So now I’m being blocked from returning the item (despite being in the time frame where returns are allowed) and they are contesting it with my bank.

As someone who has driven a lot of business their way over the last few years, I can honestly say if they don’t resolve this, I will be contacting Trading standards due to them effectively blocking the return process, and will never buy from them again.

Interesting how their ‘customer service’ only respond when they need something, rather than when their customers need help.

Ordered 2 item in November. Took until mid December to ship. Never received item. Awful customer service after that point. Unable to give refund and 4 months later have tried to smooth over with an apology email.
It’s a shame as previous products were great. However this was an absolute shambles.
Fortunately went via the bank to get my refund.
All for supporting small companies, but completely farcical display shown here.

My granddaughter loved the fleece. Ordered it for her birthday and to make sure it was delivered on time I emailed them to ask when it would be delivered. Their reply was very kind and helpful and they assured me that it would be here on time which it was. As it was ordered just before the easter holiday it was not within the 3-5 days delivery as stated so their website should be changed to say 3-5 working days. Considering this is a very small business I was very satisfied with the quality and their customer service. Good luck for the future!

I received my order of a fleece and a T-shirt today, and I'm very chuffed with both items! I was very worried after reading previous Trustpilot reviews. I need not worry as my order arrived well wrapped, in good time and without any hiccups. Delivery via Royal Mail and with an RM tracking number. The clothing is well-made and the material and stitching are of a very high quality. I will definitely buy again.

Average quality Regatta 1/4 zip jumper with a bit of embroidery for £45 when the jumper retails at £15. Total rip off. That combined with the fact it took two months to arrive and had zero response to messages via email or social media as for an update. My advice is to stay well clear

Ordered on the 10th September. Still no sign of the item and absolutely 0 correspondence since January from Hook & Flanker for a refund. They promise to look into it and then you get absolutely response from. They fraudsters and thieves. Do not order from here.

Ordered from them and it stated will be with me within 3-5 working days. Took 5 weeks after continuous chasing with no response from them. Then had confirmation it was being delivered, and when I received it…. Wrong size.
Still haven’t had a response from my previous communications and now chasing for them to send out what I actually ordered.
Absolutely appalling experience, avoid!

Still havent received an order i placed back in September 25, had a few emails stating they were having issues but still no correspondence. I have emailed customer service as theres no other way of getting hold of the company and now had nothing back since January. I wouldn't order.

DO NOT BUY YOULL NEVER RECEIVE ORDER OR A RESPONSE FROM ANYONE!!!! Yet they’re active all the time on TikTok! Say to contact the email I have multiple times, I’ve commented on all their TikTok posts and never received a response yet they reply to other people commenting on the clothing etc. don’t bother ordering, won’t receive it or any updates. Don’t waste your time!!
They’re a scam and a shocking company.

I rarely leave negative reviews, but my experience with this company was extremely frustrating.

I attempted to cancel an order and contacted the company multiple times via email and Instagram, due to a long delay in receiving my item. I received no response at all. Due to the complete lack of communication, I had to raise a dispute with my bank just to get any action taken.

The item was then dispatched after the dispute had already been processed, without acknowledgement of my cancellation requests or any update from the company. They only contacted me once they wanted either the money for this order back, or for me to return the fleece
This company does not care about customers - they only care about money. They even stated to me “if you have any issues with making the payment, let me know and I will assist straight away”. They have the capacity to respond immediately to customers when they are out of pocket, when their customers are out of pocket they do not care. I will never shop from them again, please do not waste your time. This happens to every one of their customers judging by the reviews - I am one of the few lucky ones that actually got the item.

Ordered after seeing this company advertised via instagram, after weeks of waiting 2 months in total and emails requesting an update I requested the charges be reversed via my bank. I understand delays but silence makes you feel this is a scam

Never delivered my item, customer service does not respond on any platform, lie about arrival dates.

1 star is me being generous!! I ordered items in September 2005 and have emailed to ask for an update. I have requested a refund - no response at all. It is now march 2026 still no response from hook and flanker and no refund!!! I have ordered before but will never order again. I greatly look forward to my refund from you hook and flanker???????

Ordered a quarter zip and fleece 4 weeks ago with the items on the website showing as in stock and with an expected delivery date of 3-5 days. After 10 days the order status said it still hadn’t been shipped so I contacted them on social media and via email. Over the following weeks I’ve attempted to contact them via the portal on their website, email, phone and instagram yet I’ve had no reply- despite them being active on social media! Today I tried to check my order status again and the website cannot be found resulting in me contacting the bank to try and get my money back. Absolute scam trying to make money out of rugby fans! Very, very disappointed!