Hook & Flanker Arvostelua 

I am disappointed at the unprofessional way this company has dealt with my order placed 11 February - a birthday present for my rugby playing grandson, and as of this date 2nd March I have had to indication as to why it has not yet been sent and received his end.
An automated reply is just not good enough -

5 MONTHS AND IM STILL WAITING FOR MY ORDER and I have emailed the company multiple times as well as on Instagram and TikTok and have had no response! PLEASE DO NOT ORDER FROM THEM

Placed an order on 5th Jan. Received an email on 18th Jan saying they were having to refund the order due to issues with their website, frustrating but ok. I have contacted them on three separate occasions since requesting when this will be received and got no response (it’s now 23rd February!) - total radio silence. I understand this is a small business, but the customer service is inexcusable

Ordered a jumper, not even dispatched yet and no email to update me on the progress.

07/03 I have reached out via email and social media but no response.

SCAM! Ordered 2 fleeces and never came. Once I contacted the owner, Brad, thought a WhatsApp group he set up for order updates etc, which seemed to be a gathering for everyone who was simply looking an answer as to where their order is, he removed us all from the group. This tells us what we need to know. Please save yourself the money 😃

If I could put zero stars, I would. Order placed in December still not received two months later, and all my emails to customer service have been ignored. There is no way of getting hold of them. I am very disappointed and would not recommend buying online from this company.

Awful experience- have still not received promised refund after Christmas gift not delivered- has anyone? Absolute charlatans - I love rugby and this company is not a good advocate for the sport! Avoid or use at your peril!

do not buy from here if you actually want your order, i’ve been waiting since October.

Hook & Flanker now where do we start? while i understand that you are a small buisness the first item we ordered in september arrived in december, i thought could be a busy time of year etc. but NO i ordered another item 4 weeks ago and it is still not here! THEY HAVE EVEN EMAILED ASKING ME TO LEAVE A REVIEW! the royal mail tracking code says they have not recieved the parcel yet but you are asking me to review how you did? well guess what not very well! The first fleece we recieved is great quality and my son loves it and im sure when the second turns up it will be too! Great quality garments shit quality customer service!

DO NOT ORDER!!!
Still waiting on my delivery after ordering 13 days ago, I have tried to reach out to them via Instagram and tik tok dms just being completely ignored. Whilst having time to make social media posts etc but no time to reassure clients of their orders. So quick to take the money off you but not so quick to ship the item out. ** quick edit, it arrived nearly 4 weeks upon ordering ** increased the rating because of such but they aren’t great at getting back to you if you contact them.

Order has no sign of arriving after 3 months, I’ve actually been blocked on social media after commenting asking for help with the process. Joke of a brand who seems to care very little about actually supplying the product people pay for. Customer service also very poor with no information and terrible wait times. Would discourage anyone from buying as it borders on a scam imo.

Brad Cracknell ripped my son off amongst hundreds of others. I'm an experienced journalist and I've dug lots up on him. I'm working on a story for the national press and would love to hear other people's experiences here on TrustPilot - the guy comes up with some amazing excuses. Please share!

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.