ComplaintsforTilley
Designer Apparel
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Complaint Details
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Initial Complaint
24/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
my Tilley hat developed discolouration and wrinkles on the top after using fly repellent. I tried to remove the stain but was unable to do so. All I need helpful suggestions or a replacement,Initial Complaint
23/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a hat from Tilley because they guarantee their hats for life. The hat fell apart with normal wear so I attempted to submit a claim online. The online form does not work. The website clearly states that all claims must be submitted through the online guaranteed for life portal and does not give any contact information to provide assistance. I would like to exchange the hat. Please send me a form or instructions to submit a claim for exchange.Initial Complaint
10/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased a Tilley hat from their website on September 16, 2022; it was received on September 21, 2022, but it did not fit. Tilley has a free return policy VIA ***** and we returned the hat in perfect condition, following all the instructions on September 22, 2022. After not receiving the refund of $117.94 on my credit card, I attempted to reach Tilley. They did not respond to 6 voice mail messages, and 4 email messages. I forwarded the Return Tracking Number to bot Tilley and *****. ***** informed me that they show the hat was lost during shipment, but that it was Tilley's responsibility to refund me the $117.94. Still no response from Tilley, so I filed a Dispute with my *****card who claimed that Tilley said that we had never returned the Tilley hat. This has taken 5 months and many wasted hours. * *** **** **** ** * ****** ** *** *** *** * ********** **** I provided all the supporting documents to Tilley and *****cards and ****** **** *** *** ***** ** **** *****Initial Complaint
09/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Starting on October 19, 2022 I made a claim with Tilley for a defective crown insert for my hat. I submitted the requested pictures and information by email, and the warranty replacement was approved. I submitted my address per Tilleys request and was told the replacement would be sent. On October 31 I notified them the replacement had not arrived, they asked me to wait one more week for delivery. On November 10 I notified them it had not arrived, was told it would be resent. In December I called and spoke with a live representative who assured me again he would get this taken care of. February 2 I again notified Tilley that no replacement was sent, and they again asked for patience and said it may take a while to receive it. I notified Tilley again that I have been trying for 4 months to obtain the crown insert, and was told I would have to pay $12 to have a tracking number added to the shipment. Tilley Representative stated I should go buy my own foam from a fabric store and cut one out. I would appreciate it if you would help arrange the delivery of the warranty replacement crown insert as promised. I have all emails to back up these discussions, and can print and send them if neededInitial Complaint
19/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In Sep 2021 I made a claim under Tilley's lifetime guarantee on a hat which had been purchased in 2020 where one of the brass grommets had fallen out. On Sep 29th I received confirmation from customer service that my hat qualified under the guarantee and that I needed to provide a choice of replacement hat, proof of destruction of the existing hat and shipping details. I got in contact with them to ask whether they could rather send a replacement grommet as destroying an otherwise perfect hat seemed excessive and not in keeping with my environmental ethics. I received a reply on Oct 1 from Vanessa D that they would be happy to send some grommets instead. I followed up mid November when these replacement grommets still hadn't arrived and was informed they would be sent on Nov 16th. These were still not received by December so I followed up again on Dec 5th and 17th by email with no reply. I called customer service on Dec 23 and spoke to Nick who confirmed they would be sending out some replacement grommets and I got him to confirm the delivery address. It's now January 17th and still no sign of the replacement grommets and no further word from Tilley. As resolution, I'd either like them to send the replacement grommets as promised or a replacement hat. I won't destroy my current hat as they request as based on my experience to date I don't trust that they will send the replacement.Initial Complaint
10/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a Tilley hat online (order #******). Unfortunately, I ordered the wrong size. When the hat arrived, I followed the website's instructions and completed a return form and then repackaged the hat and went to my local Australian Post Office. I was informed that due to international shortages, there were no deliveries to Canada and I was unable to mail the hat back. I wrote to Tilley on 20/12/21 explaining the situation, asking for refund (minus Tilley's $15 refund charge) or a credit for a future hat when international mail opened again (there's a 30 day window for returns, according to the Tilley website). I got no response. I re-forwarded the email on 31/12/21 asking for a response. No response. A few days later, I wrote to Tilley on the website "contact us" form and got no response. I sent another email on 4/1/22, still no response (other than an auto-generated "we will be with you in 24-48 hours" reply). I called the Canadian head office from Australia and no one picked up after 30 minutes. I am going to donate the hat to a homeless charity but I am so disappointed by the lack of response from Tilley. All of my communication was friendly and respectful and I took responsibility for ordering the wrong size. I now have such a terrible impression of this brand. For years, I wanted a Tilley hat and the local supplier told me that I should order online as they had limited stock. That was obviously an AU$111 mistake that will go to charity.Initial Complaint
06/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After numerous attempts to call customer service on Monday 12/27/2021 at 9:15 AM I was told that they were NOT available until "normal operating hours of 9-5, M-F! *******************Business response
24/01/2022
Business Response /* (1000, 5, 2022/01/10) */ We were closed from the 24th of December - 27th of December to allow our team time off during the holiday season. Typically when a Holiday falls on an already observed weekend we make up for it on the weekday closest to the holiday. This is a very common business practice.Initial Complaint
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a tank top from Tilley on Aug. 22 for $40 ***************. Once I received the item, ********** I wanted a bigger size. I followed instructions on the website to process an online exchange but I am told it is ineligible for return **********************. *********************************************************************************** ********************************************************************* At no point during the purchase process was I notified that there was an exception for this item nor is "final sale" indicated on my receipt. I attempted to call them but no one picks up the phone even during their stated business hours. I emailed them on Aug. 26, Aug. 30, and Sep. 1 but not had a response. I initially wanted to exchange the item for a larger size *********************** ************************************************************************************** *********************************************************************************************Initial Complaint
25/08/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Online order arrived and was defective. Returned for exchange but company failed to include cost of shipping in return. Company does not respond via phone or Facebook and so customers cannot reach customer service. I want Tilley to resend my order without charging me shipping a second time.Business response
25/10/2021
Business Response /* (1000, 7, 2021/10/06) */ **************************** we responded to you via email two days after your email was sent on August 20, 2021 with the instructions clearly explaining our Return policy. Upon further investigation, our records indicate that you were never charged return shipping as you opted for the Gift Card option and you received ($86.45 = $76.50 plus tax). Additionally, your newest order qualified for free shipping. If you wish to return your latest order, as per the same policy you will only be charged the return shipping fee if you choose the refund back to your original payment option. Consumer Response /* (2000, 9, 2021/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Tilley did eventually fix this problem. However, their customer service is nearly impossible to contact ************************************************************************************
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Customer Complaints Summary
14 total complaints in the last 3 years.
3 complaints closed in the last 12 months.