Business Profile

Clothing

Tillys Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Tillys Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

104 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent over $100 on some ****** and ***** was supposed to deliver them. There is a photo of delivery associated with the tracking number but the photo provides no clue as to where the package was delivered, there are no surroundings in the picture just a close up of the package. I don't think was ever delivered. ******* is refusing to cooperate & provide a refund for a missing package. Maybe if they would just **** instead of ***** SmartPost this wouldn't have happened. Either way I'm out $100. I've never had a problem ordering from ******* until now. I've talked to customer service and they refuse to do anything, I might just do a chargeback at this point.
Business Response
Date: 04/09/2025
Hello *****,

Thank you for your patience while we investigated the delivery of your package.

We reached out to ***** and they have confirmed the delivery of your package to a parcel locker/mailbox to the address provided on the order. As a result, your delivery dispute for ORDER ******** is being closed.

Unfortunately, We are not liable for packages stolen from the correct delivery location, please contact your financial institution for assistance with this issue. If you feel this package may have been stolen, you may contact your local authorities to file a report. If they reach out to us, Tillys can provide them any information they need to aid in their investigation.

We appreciate your understanding and apologize for any inconvenience this may have caused.

Thank you,

tkt #*******
Initial Complaint
Date:03/19/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed an order and it was marked delivered with a proof of delivery picture being blank. It never showed up contacted Tillys and they said they would resolve the situation but have stopped responding after repeated attempts to contact them. It was a larger order.
Business Response
Date: 03/20/2025
Good afternoon,
This customer has a package claim in progress on support ticket #*******. We will reach out to the customer directly to get more information for processing the claim.
If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,
Initial Complaint
Date:01/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased screen print sweatshirts from Tillys. They were Christmas gifts for my daughter. After 1 wash, the screenprint is coming off. I contacted customer service, they said this was common with their made to order items and sometimes they forget to cure the screenprint. I emailed photos of the items that were defective and they confirmed that they were indeed defective. The issue I have is they only want to give me store credit. I asked them if I ordered from them again could they guarantee this issue wouldnt happen again, and of course they cannot. So I told them I want my money, a refund for what I paid. Its not my fault these items are defective. I called them twice, only to wait on hold for a supervisor for an excessive amount of time to be told the supervisor is on break and will call me- which they never do. I have emailed them 3 times, they never reply. This company truly hates their customers. I see many complaints. They gave me a case number, its *******. I paid $35 and $30 for these items. So I am looking for a $65 refund.
Business Response
Date: 01/15/2025
Good morning - this customer spoke with a supervisor via phone on Monday at 2:18 PM PST. The customer has been instructed to return the items for a refund, and a return label has been sent to them. The reference ticket is #*******. The specifics of a refund are being addressed directly with the customer by the supervisor at this time.
If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
12/11/2024 $82.90 for a sweater , i originally purchased an xxl with a store pickup , it was too big in size so i made another store pickup the following day. i picked up the second item and asked to return the other but instead it was processed as an even exchange but both sweaters were paid for in advance. The *** at the store was amazing besides the misunderstanding. I realized what happened and contacted support through email but was told to contact the phone number , i called the number and was told a ticket was created and still havent got a response since then. I emailed again and was told the ticket was still being reviewed. its been a month with still no refund .
Business Response
Date: 01/09/2025
Good afternoon,
Thank you for contacting Tillys. This customer currently has two active support tickets relating to this request, tickets #******* and #*******. I will have them prioritized and reviewed by management at the earliest possible opportunity.

We are currently working through a backlog of tickets resulting from heavy retail sales activity during the holidays, and will be addressing the matter shortly. Please have the customer contact us directly with any questions or to get updates. Reference tickets #******* and #*******.

If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,
Initial Complaint
Date:12/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I didnt receive my order ******** and when i contacted them they sent me a picture stating it was delivered to the address in which i told them thats not my door to my apartment complex looks like they delivered to wrong address and was told to call because they couldnt help me im asking for a refund
Business Response
Date: 12/23/2024
i ******,

Thank you for contacting Tillys. We're so sorry you haven't received your package/item(s). We'd love to take a look into why this happened.

To help us start the process of a package claim dispute, we need to speak over the phone. The information we need can only be discussed over the phone.

Please contact our customer service department at **************. We are available Monday - Saturday 8:00am to 5:00pm PST.

We look forward to resolving this issue for you, as soon as possible!
Customer Answer
Date: 12/28/2024
like i replied to the person who cotnacted me via email i cant speak as i am a mute if they have to file a claim then they have to do it because ive already told them i didnt receive my order and would like to be refunded
Initial Complaint
Date:12/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive contacted Tillys several times about my return, they have received, and are refusing to assist further with refunding money spent on product.
Business Response
Date: 12/04/2024
Good afternoon,
This customer has an active support ticket, #*******. We will look into this an provide the customer an update within the next 48 hours.
If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,

Customer Answer
Date: 01/15/2025
Unfortunately, Ive tried providing holiday season grace to this company, but I have contacted their support agent once more and heard nothing back on my support ticket or refund they confirmed I should have received for the return. My personal information was taken via email for their support team and its been over a month since Ive heard from them. If a screenshot of their last email is needed I have this still.
Tillys owes me a $40 return for an item of clothing and we both have confirmation of the items return from summer/fall of last year.

Please note, Tillys has previously done this with a smaller return I made some years ago but did not want to report for such a small amount. This appears to be a common practice of this company.

Thank you for your assistance on this matter.
All the best,

******* *.
Business Response
Date: 01/15/2025
Good morning,
Thank you for contacting Tillys. I have escalated the customer's ticket with the supervisor responsible for the team that issues manual refunds. We are currently working through a backlog of tickets that involve this process, due to the nature of holiday retail traffic.

The support ticket number is #*******. If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,
Initial Complaint
Date:12/03/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/29/2024 I made a purchase at ******* online. The company ******* is contracted with for delivery marked my package as delivered on 12/02/2024. However the package that was actually delivered was/is not my package. It was delivered to to ************ location which was my doing and shipping method. The package that was delivered does NOT have my name on the box NOR is it a package even from *******. This is the second time this year that the exact thing has happened with *******. The first incident back in Jan 2024 same thing happened. Package was marked as delivered and what was actually delivered was a box from a company called *********. Doesn't have my name on the box, but yet is somehow attached to the tracking number. Same scenario this time. Package marked as delivered and a package from Pet Medic with someone's else's name. I called ******* customer support on 12/3/2024 and was told there needs to be an investigation which takes time. Last time in Jan I was not refunded until about 3 weeks later. This time it will probably be the same. However the item I purchased is time sensitive and I explained this to the support agent I spoke to which she did not seem to care. My problem is I am not receiving the goods I purchase within the time frames stated with shipping on the website which is 3-5 days. Whatever issues Tillys and the shipping company is having should not impact my delivery. Because by the time I get refunded, the item I wanted is either not on sale or no longer available. I shouldn't have to be inconvenienced twice by ordering an item, not receiving it, then waiting for an investigation. What is the purpose of me to even place an order. I should be issued a refund immediately so that I can purchase my item again while it's in stock or ******* should reship my item to me. Especially when ******* has proof of the delivery in which they can clearly see that the package/box is not even a box ******* uses in the warehouse. Item number is listed below
Business Response
Date: 12/04/2024
Good afternoon,
This customer has a claim ticket #******* that is just over 24 hours old. ******* claims require 5-8 business days for processing. We are actively looking into this and will follow up with the customer when more information is available.
If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,

Customer Answer
Date: 12/05/2024
I do not accept that it takes 5-7 days to look into my claim. I have firsthand knowledge it does not take that long. However I was offered a refund yesterday. I have yet to receive it, but support claims to have processed one. This was/is not what I was looking for. I wanted my item. I have spent plenty of money at ******* thru the years and if you held the horrible shipping partner accountable as to why for the second time this year I am receiving a box from another company not even addressed to me. Where is my package? Also I am a very easy drop off. In ***** same as ******* warehouse. And drop off destination is to a business. How hard is this. The refund I am getting is a given! Why waste my time and have me order an item which is time sensitive and ******* expects me to wait longer while they claim to say they need an additional 5 days to look into it. I didn't get my item. The delivery image shows this. I'm sure you have access to the image. I want my item. How about you contact your shipping partner and ask them to re deliver. That would be my resolution.
Business Response
Date: 12/11/2024
Hi *****,

We apologize that your package was not received. Your claim for ORDER ******** / ******** was approved and we have issued you a full refund of $53.19 for the missing package.

The credit should post to your account in about 3-5 business days.

We appreciate your patience and understanding regarding this matter. Should you have any additional questions or concerns, please don't hesitate to reply directly to this ticket.

Thank you,
Initial Complaint
Date:11/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a tshirt online and when it came ur was completely different then what u ordered. I went to the store to attempt a return and they told me theyd be unable to return it because it wasnt a shirt they sold or had in their inventory (even though it was shipped to me, from them). I was given a phone number to call for further assistance. In the mean time, I re ordered the shirt thinking they wouldnt send me the wrong one twice. Sure enough, they did. I call the number provided by the store associate and was told I would need to email them pictures of the wrong shorts received. Then wait for them to review and send me a shipping label. Id then need to ship the shirts to their warehouse and wait an additional 5-7 days for them to review and respond. I sent the email with the pictures of the incorrect items and have since heard nothing. I just want my money back and feel as though I have been scammed.
Business Response
Date: 11/11/2024
Good afternoon,
Thank you for contacting Tillys. This customer still has an open support ticket with us, # 1581713 We will continue to work with them directly until the situation is resolved.
If you need additional support, contact us at the *************************** office;

BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,
Initial Complaint
Date:09/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 3 items from Tillys: two pairs of sandals and one hat. I only received one pair of flip flops. I figured maybe the rest of the items would come in another box. After a couple of days, I didn't receive it, so I emailed them. The customer support said they can't handle this via email, only phone. So I called and the lady said they would have to submit a formal claim which can take 5-8 business days, which was frustrating, so I asked if I can just get a refund, which I couldn't. I just got an email saying: 'After a review of our internal records and the shipping records, we have determined that all items from order ******** were packaged correctly and confirmed the delivery of your package to the address provided on the order. As a result, your delivery dispute for ORDER ******** is being closed with no further action.' That is TOTALLY unacceptable. I did not receive two of the items!! I should not have to pay for items that never arrived. I was told they would re-examine this complaint within 2-3 business days, but have not heard back after emailing them 3 separate times over the course of two weeks, so my issue is not resolved.
Business Response
Date: 10/07/2024
ticket 1563157
order ******** / 16820525
Customer's claim was re-reviewed by a supervisor and the customer was refunded for the full amount of the order on 10/2/2024.
If you need additional support, contact us at the *************************** office;
BY PHONE: ************
Monday Saturday: 8am - 5pm PST
Sunday: Closed

BY EMAIL: ************************************************************
Monday Saturday: Emails are typically responded to the same day. Emails received after hours will be addressed on the following business day.
Sunday: Emails will be addressed on the following Monday.

BY CHAT: ************************************************************;
Monday Saturday: 8am - 5pm PST
Sunday: Closed

Thank you,
Initial Complaint
Date:08/24/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Item was purchased on 8/11, order #********, called and file a complaint with ***** they said the shipper said it was delivered. Which is false, my cameras do not show anyone delivering anything, and their own website DeliverIT and Tillys shows it still has not left **********. This is a bunch of procrastination and trying to pass the **** on Tillys. Either deliver my item or refund me.
Business Response
Date: 08/26/2024
Customer's support ticket is #*******. Records show the ticket may have been resolved/closed out in error or prematurely. We will be re-reviewing this package claim now. Please allow 4-5 business days for an update.
If you need additional support, contact us at the *************************** office;

Phone:
************
Mon - Fri: 7a to 6p PST
Sat - Sun: 8a to 5p PST?
Email:
**************************************
Allow 24 hours for a response

Thank you,

Customer Answer
Date: 08/26/2024
Waiting on the business to refund me on my purchase that i never received. Both Tillys and DeliverIT shows the item has not left ****** *********** So not sure why they are saying my item was delivered and yet provide no proof.
Business Response
Date: 08/28/2024
Hi *****,

We apologize that your package was delivered but not received. Your claim for ORDER ******** was approved and we have issued you a full refund of $92.04 for the missing package. The credit will post to your account in about 3-5 business days. We appreciate your patience and understanding regarding this matter but if you have any additional questions or concerns, please don't hesitate to call us at **************. We are available Monday-Friday 7am-6pm and Saturday-Sunday 8am-5pm PST.

Thank you,

Customer Answer
Date: 09/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*************************

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Tillys Inc is NOT a BBB Accredited Business.