Hook & Flanker Reviews 

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.

Placed an order in August 2025 and still have not received it as of mid-Jan 2026.
Countless emails with no reply. No telephone number to call I've tracked down the owners instagram and messaged on there with no reply. Cannot get hold of this company for my order/refund. Yet they are sending out promotional emails constantly.
DO NOT ORDER FROM THIS COMPANY.

I placed an order through TikTok in November, they couldn’t meet tik toks service delivery so my order was refunded. But with bank timings they had my money, or I didn’t have my money for 1 month.
Placed a 2nd order 18/12 received a text on 27/12 saying order had been despatched. Tracking on the other hand said awaiting item from supplier. For a week. Reached out via email. No response. But my email box has been bombarded with sale items new stock new designs. Posted on one of their TikTok reels asking for an update on my order. Received an automated email saying delivery date. 1 item out of 5 was delivered. Nice product. I like it. I just don’t have the remainder of the order. I have reached out. I have emailed numerous times and still no update. I really want to support an upstart! But don’t advertise new items when you are unable to fulfil the orders you have committed to. The prices aren’t cheap. So if they are receiving as many orders to create such a backlog surely they can afford to employ someone to deal with the admin. Otherwise there won’t be any repeat customers and new customers reading these reviews will be put off placing an order. Currently I would avoid placing an order until the reviews become more positive and customers can show that their. Customer service has improved considerably. Which is sad for a start up company.

Order not fulfilled from nearly 2 months ago and no communication about where it is. No reply to my emails and no refund given. Do not order from this company

Placed an order on 9th September 2025, wasn't shipped until 19th December 2025 and still haven't received it. (As of 10th January 2026). Royal Mail states they are still waiting to receive the package. Have emailed several times to chase it, being fully aware with the Christmas rush it may be a royal mail issue but had no reply.

Sent several emails from the end of September 2025, had some responses to start with saying "there's a backlog due to them bringing production in house, but it is being worked on", even got promised they had completed production of the first week of September orders, in the middle of November but then heard nothing back.

Can't cancel the order as they want the item returning, despite having no item in the first place.

I know the company is growing and going more in-house, but they need to do better

Ordered a fleece as a Christmas present on 2/12/25
Still not received the item.
Have sent numerous emails with no response.
Keep getting marketing emails but no reply to any I have sent.
Have started a dispute with my bank
DO NOT BUY ANYTHING FROM THIS COMPANY

Ordered 2 products at the end of November. One arrived, the other didn’t. Contacted them firstly via email on the 12th of December, no reply. Tried to DM on Instagram, no reply. Emailed again late December (after missing the Christmas present), no reply. No answer, no explanation, no way of contacting. Such a shame because the products are good… if you are one of the lucky ones who ever receive them. The continuous bombardment of discount codes via email and new product posts on social media whilst ignoring the hundreds of missing orders is very concerning. Avoid at all costs. They’ve made a lot of money from people without them receiving their orders. Some fantastic, genuine small businesses out there, please find and support them instead.