Hook & Flanker Reviews 

Ordered an item 4 December, nothing delivered, no refund, no answers to enquiries. Recommend potential buyers to steer clear.

DO NOT buy from this company, I purchased a top from them as a Christmas gift which never arrived, they emailed me in mid January to say the order had been cancelled and I would receive a full refund, a month later and still no refund and just generic emails in response. Scam company

Ordered a jumper on 3/12/25, and we’re now in Mid February. Their excuse? The Royal Mail.
There was promise of a refund but that never materialised.
Brad, the owner, has a WhatsApp group for support. If anyone challenges him he deletes their account.
Reading the other reviews here this appears to be the same story of many other customers.
Hook and Flanker have a lot to answer for and will be hearing from legal representatives to account as this appears to be fraud. They’re pocketing money on orders then going MIA - ignoring any email begging for correspondence or accountability.
DO NOT BUY FROM THIS COMPANY

I ordered a fleece at the beginning of September and it actually arrived! however this was 6 weeks later (not the 10 day timeframe as it stated when I ordered it). Annoyingly the fleece was too big so I enquired to see if I could exchange for a smaller size. After multiple emails over the next few months and no real response due to the poorest customer service I have ever come across, I got fed up with asking for an exchange and asked if I could have a refund. Fast forward to January (over 4 months later) I had an email saying the refund had been paid into my bank - but guess what! - it has NOT been paid into my bank! When I contacted Hook & Flanker to say I had not received my refund they replied with the following - "the transaction is complete on our system and we have received no other reports of issues from other customers" (no other reports of issues from other customers?! After reading the reviews I beg to differ but hey ho). I have now lodged a dispute with my bank and hopefully I will be able to get my money back.
The biggest shame about this whole (now) 5 month saga, is the fleece was lovely, good quality and well made. It was a birthday gift and the recipient really loved it but it was just way too big. If anyone knows of another company who sells a similar product but with GOOD customer services, please post about it! I'm sure myself and every other person that this has happened to would take their money to them!

Like many other commenters I ordered a fleece in November as a Christmas present for my Boyfriend. Emailed them multiple times for any confirmation and received no news. Was told it would be sent with royal mail tracked but they allegedly sent it with Yodel. It is february now still not received it or the alleged refund I was meant to receive. Was told my order was part of a few lost during the christmas rush and the refund would take max 5 days. They are now ignoring my emails. I have had to go through my bank to get my money back. This company is awful do not order from them.

I order two Northern Nations fleeces last July and received one product three weeks later. Having emailed the company on multiple occasions I only heard back from customer services months later saying they are investigating my case. However, I have not heard from customer services in a couple of months without getting a replacement for my missing product or my money back. Shame the quality of the one I have is lovely, I will not be purchasing from this company again.

Ordered a gilet in August 2025 and received nothing. While we managed to get a response when we complained, their promises to look into it amounted to nothing and we never heard from them again despite multiple messages from us following up. This was our second order and will be our last! We will not buy from Hook&Flanker again. There are so many negative reviews about this company do not waste your time buying from them.

So I had a very bad but good experience here. Ordered a fleece on the 25th of December but after near a month of wait there was nothing where I then contacted and very swiftly received a reply saying I would receive a refund which I haven’t yet and a code to reorder with a discount which I did and promptly received the fleece which is very nice quality and extremely comfy. If my refund can be resolved I would bump up the rating but looking at other reviews they haven’t had any feedback and/or anything sorted. I emailed again not long ago to question the refund but no reply. Been 2 weeks.

Don't bother ordering.
Customer service is non existent.
I ordered a fleece as a Christmas present, it did arrive on time, repeated contact to exchanged for a smaller size has been ignore. First contact was made at the beginning of January, it's now February all I've had is promotion emails

I ordered just before Christmas on what was meant to be the last stock, so I expected a quick turnaround. Four weeks later, I received an email saying, "Sorry, there was an issue," and offering a 30% discount. It also stated that I would soon get a refund. Two weeks later, no refund has been given, and my emails are being ignored.
Avoid this company, they have either got too big and can't handle the load or they just don't care. Either way leaving customers disspointed and out of pocket

Hook and flanker are genuinely an incredible brand. They have just fixed their issues regarding how long delivery takes which is amazing. But honestly their six nations fleece was worth the wait anyway. It is such an amazing quality and it is so utterly comfy. This is the second time I’ve bought from them now and no matter what would always give them a five star review.

Similar experience to many other customers.
Please, please contact your credit card company or bank and raise an issue.
I raised a dispute via Halifax credit card a week ago and surprise, surprise today have received a refund from Hook and Flanker and an apology.
Apparently my order was amongst a small number that were misplaced by a delivery issue outside their control due to the Christmas rush!😂
Looking at some of the other reviews on here the Christmas rush must have started in September.

Ordered a shirt for my son
Never arrived tracking info given shows it never got to royal mail they do not reply to emails
This is probably a scam company

Truly terrible experiences.

I ordered a fleece in 2024 and it is lovely and I had no issues with that order however when both me and a family member have tried to order recently our experience has been terrible.

One order was placed 15/11/25 and there is no sight of it and no responses to emails and I have a further order placed 25/12/25 that has not been dispatched.

We have sent emails regarding this to no response and also tried to contact Brad through social media and TikTok comments however these are being removed.

Update to make this whole situation worse. 18th Jan I was contacted by hook and flanker to confirm that my order was being cancelled due to system issues, however 3 weeks on, 3rd Feb I still haven’t received the funds back in my bank.

They are scam artists to the highest order

DO NOT ORDER FROM HERE

Having ordered from here before I was reasonably confident in placing another order. I order two fleeces and a rugby shirt in September. It is now 15.01.26 and I have received nothing. Like many other reviews here, I received info to say my order had been shipped via Royal Mail on 17.12.25, but the tracking number is still showing as waiting to be received by Royal Mail. I have lost count of the number of emails I have sent since mid-October and only had one reply from a girl in 'customer services' who was polite but had absolutely no information. She has clearly left now - hardly surprising. The even more annoying thing is that he is still advertising and adding new items that can be ordered. Absolutely shocking.

DO NOT USE THIS COMPANY! FRAUDS!
TAKE YOUR MONEY. NO CONTACT. REPORT!

Ordered in September 2025, no communication or progress on the order. 2 fleeces paid for with not chance of a refund as ‘you need to return items to process a refund’?!
Some dialogue about how things are a struggle due to high demand and a change in production processes, which is a fair thing to highlight. But to then still have no progress or communication after 4 months (apparently having hired a team to manage social media) all the while still actively selling and pushing higher sale volume by running discounts in January and frequent TikTok deals?!
Manage what you have in front of you first!

And also, stop hiding all of the feedback on your social media, burying your head in the sand doesn’t help anyone!

Writing the review on the 12th, last communication advised that I would be speaking to trading standards, citizens advice and the ombudsmen if I’ve heard or seen nothing concrete by weeks end, 16th. But even if there is a reply to this, it shouldn’t be needed!

I deliberately chose this company as it was a small business and I wanted to support it at Christmas.

I have paid for, but not yet received, a rugby shirt I bought as a Christmas gift. I ordered before 10th December.
I have had no proper communication since I asked where it was.

You have clearly been overwhelmed. Communicate and refund us, and build your business again.

Ordered a top for my son on Nov 8th for Xmas. Still have not received the top and it’s now January, I have emailed several times and I have never once got a reply, have sent messages on every social media platform and still no response. This company will take your money and if your lucky you might get your item. No care for customers whatsoever just happy to take their money.

Ordered a rugby shirt for my son for Christmas (in November!) as wanted to support an independent uk business. My order has never arrived. Have had no response from customer service after numerous emails and messages on social media. Absolutely disappointed with this service.