ComplaintsforTommy Hilfiger U.S.A., Inc.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work at a Retail clothing store and I'm a Area Supervisor I purchased a jacket and lost my receipt. I was told that they could look up my receipt if given day time and upc. I do daily at my job. I called and asked the store to do what I was told they could do. When I did I was told they could not do this I spend an awful lot of money for them not to help me out. I also had to return a pair of shoes at journeys with the same problem and they took care of me instantly and when I told them they explained they could do it but obviously did not want to. I love Tommy Hilfigers merchandise but if this does not get handled I will no longer spend my hard earned money there. This has never happened to me before. The item has all original tags and has never been worn. I am highly confused as to why they said they could look it up and send it to me via email for them to tell me they cannot.

  Business response

  04/24/2024

  Dear *****

  Thank you for contacting Tommy Hilfiger **************** regarding a poor service you recently encountered at our store. 
  
  Please accept our apology for service that was below our usual standard.
  
  I am going to send you a separate email requesting further details of your experience with the store and the return. 
  
  We appreciate your loyalty to Tommy Hilfiger and know that your next visit to our store will be a positive one. 
  
  I look forward to further assisting you. 
  
  Kind Regards, 

  ****************** 
  Tommy Hilfiger ****************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got 2 sweaters as secret santa gift. They were too big. I googled Tommy and they only have stores at outlets. I drove all the way to it and when getting there I found those sweater and got the right size and ask to exchange them. The cashier was lost and did not know what she was doing and called manager. Manager was the same! I had copy of the email with order number which is enough but she requested the whole email. Embarrassing! The person had to forward to me the whole email with the price she paid and everything. I went back there and the manager instead of exchange she returned them. Money went back to the person who gave it to me!!! I said it was not right and she said the system changed and gave weird excuses. Meaning i lost the gift, i had to pay out of my pocket for the right size sweaters and I paid more than the person who gave it to me paid. The person seller the money she paid to me and I was $45 shorter (the difference in price) I had never been through a bad customer service like this.

  Business response

  01/19/2024

  Thank you for reaching out,

  We do apologize for any inconvenience this has caused you. The transaction has been located in our system and refund of $44.32 has been issued for the price difference. Please allow 3-5 business days to receive the funds to the card ending in ****. We have forwarded the complaint to the appropriate team and it will be communicated accordingly.

  As a continued apology, we would like to issue a $25 electronic gift card via email. The card can be used in Tommy Hilfiger company stores within the US and on ***.Tommy.com and will not expire. Please advise if you would like to accept. 

   

  Regards,

  Tommy Hilfiger Customer Service

   

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I accept gift card.

   

  Thank you.
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   
  Hello,
  
  First of all thank you so much for all the support.
  Tommy Hilfiger said that they would refund the $35 to my credit card and give me a gift card of $25 and neither of it happened.
  How to reopen this complaint, please?
  
  Thank you

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  02/12/2024

  Good afternoon,

  After further review, I found that the refund of $44.32 was indeed processed on January 19, ****************************************************** 3007.

  In regards to the $25 e-gift card, it seems as though we were awaiting confirmation from you regarding whether or not you accepted the offer. As you have indicated that you have not received the e-gift card I will be more than happy to issue the card to you today. Please allow up to 24 hours for you to receive the e-gift card in the email *************************. 

  Thank you,

  Tommy Hilfiger Customer Service

   

   

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a polo shirt from the Tommy Hilfiger website (order # **********) that did not meet my expectations, so I requested a return that was later authorized and received by Tommy Hilfiger's returns center on November 13, 2023.After contacting Tommy Hilfiger customer service on 3 separate occasions to inquire about my refund, I was informed that it would take between 7 and 14 days to process.As of this complaint, it is now 25 days since my return was received and I still have not received my refund.Please refer to the attached email communication thread with Tommy Hilfiger customer service.

  Business response

  12/11/2023

  Good Afternoon, 

  I apologize for the inconvenience experienced with order **********. 

  Our team issued a refund of $39.60 on 12/9/23 for the unprocessed returned item. Please note this amount did not include the initial shipping charges which I have refunded today in the amount of $15.28. 

  The customer will receive a total combined refund of $54.88 including tax to the original method of payment, please allow 3-5 business days for both refunds to reflect in their account. 

  Warm Regards, 

  ****************** 

  Tommy Hilfiger Customer Service

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never received the refund of $15.28 that ****************** indicated I would. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  12/21/2023

  The refund was issued on 12/11/23. Attached is the *** you can reference with your bank. the transactions shows successful on our side. We would suggest contacting your bank for further assistance. 

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought from their website the package got lost and they just answered saying they are not responsible from delivering the package to me because it was received on a commercial building. I already told them thats where I lived and they are just denying even though I have even footage the package was never delivered.

  Business response

  11/28/2023

  Good Afternoon,

  The customer had their order delivered to a known third party shipping service. Per our policy: Tommy Hilfiger is not responsible for lost or stolen packages that are addressed to a freight forwarding service. Should you wish to use this type of service, you are taking responsibility for any damage or loss that occurs to your shipment. We will not offer replacements or refunds for orders that are reported missing or damaged, that we reasonably believe to have been delivered to the facility. Any order addressed to a freight forwarding service is placed at your own risk. This policy can be located on site here: ***************************************************************************

  Best, 

  ****************** 

  Tommy Hilfiger Customer Service

   

   

   

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today evening on Nov 22, my family and I visited Tommy outlet store in ************* in ******! I was watching my son who is only 3 years old being close to the exit door and I asked him to be close to me and noticed all of sudden that a staff is calling him out in a very loud and rude manner saying hey hey hey because he was touching the security stand and whatever it was called! My son got very embarressed cause other ppl started looking at him and he cried!! I approached the lady and asked her why she used such a tone talking to my son. And she explained that my son was breaking off the stand which was not accurate and even if he did she should not talk to him loudly with a rude tone as he is only 3. She could let me know. I advised her that is not the way to talk to a customer specially a kid!! She not only did not apologies but also she started questioning my parenthood skills and advised me to watch my kid. This is not acceptable in any way. You can watch the cameras and I hope you can hear the way she talked to us without being sorry in any way! No one from staff members even tried to resolve the issue so I assume she was the manager!! I am beyond angry as your employee not only did not know how to treat the customers but also started arguing with me in a rude way judging my motherhood skills. I will take this matter seriously to make sure no other moms from our community makes business with your stores until I get an official apologies from your brand and your employee! This is not acceptable in anyway as I care about my kids wellbeing!

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the Tommy Hilfiger Lochwood Hardside Spinner Luggage, Burgundy, 25 Inch from amazon in july 2021. It supposed to have a 3 years warranty. So far the leg just croaked and the s**** holding the handle just came off when I barely use the bag. I contacted Tommy Hilfiger customer service and they told me that the manufacturer won't honor the warranty and when I replied to the support I haven't heard back from them for weeks now. I have messaged them more than twice and they have stopped responding.

  Business response

  09/22/2023

  I apologize for any inconvenience that was caused to you. Upon reviewing your information, it appears that you were offered a Tommy Hilfiger Gift Card to be used in our stores as well as online for the damaged luggage. If you wish to proceed with the gift card, please contact our **************** Team through the following web form: **************************************************** and we will be happy to have this sent out to you.

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The problem is that the 100 dollar card doesnt cover getting a new luggage of the same size and can only be used on their website. I would prefer a higher dollar amount]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 19, 2023, we brought a T-shirt that we purchased within a month in the other Tommy Hilfiger store to their National Harbor branch (********) to return, during the process, the manager whose name is ***** accessed me that I did not pay for the item since I did not present him a right receipt. I found that it was EXTREMELY INSULTATING and rude: instead of asking his customer whether I might have other receipt that shows that I purchased this T-shirt, he immediately accused me that I took this item that I did not pay in the other store to return in his store, his answer was absolutely insane--he said otherwise why the alarm was on when you walking in?(he needs to remember that the other lady walking out at the same time when we walking in with her full bag of newly purchased clothes), I told him if I did not pay, how could I walk out the other store where I originally got? he said that not every location has same security system. In his word, I was able to successfully take out this T-shirt without paying from the other Tommy Hilfiger store but being caught in his store because his store has a super advanced alarm system. At the end he yelled to me: "you want money, I will refund you $11! you see, he thinks I was begging for the money! if he could not find the receipt, why did he issue me the refund? (Just based on what I vaguely remembered) I would be absolutely fine if they said that we could not return the item since we did not have a right receipt from the beginning, not experience the humiliation like that. Later he raised his voice again: you guys have a good day! it implies you guys should leave now; you are not welcome here. The experience in that store (Tommy Hilfiger in National ****** ********) totally ruined my day, I could not sleep for two days now (till when I wrote this complaint), I felt humiliated and unfairly treated by this brand: How could a big name like Tommy Hilfiger hire such rude and unprofessional employees like those!!!

  Business response

  08/22/2023

  I truly apologize for this in store experience. We would like to invite you back into the store, and we do not want this poor experience to deter you from shopping with us. If you would like, I can issue an e-gift card for $30.00 to be used on Tommy.com or in a Tommy Hilfiger store. Please let me know if you would like to proceed with this offer.

  Customer response

  08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The intention of my complaint was not to get any kind monetary compensation but hopefully I can get a true apology from the manager of that store (National Harbor ********) where I was poorly treated.
  
  *********]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  08/24/2023

  I apologize for any inconvenience Kindly note, the store manager was made aware of the situation yesterday and was asked to contact the customer at their earliest convenience.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never received a decision of my refund until I contacted them. They are refusing to send me a refund for an item I sent back. I want my refund for this item that I sent back: Regular Fit Solid Oxford Shirt Color: Cradle Pink Size: XL Quantity: 1 Return Reason: Changed my mind $69.50 This is my case number: ********

  Business response

  07/01/2023

  Dear *****,

  As a courtesy, a refund will be issued for the item 196038563232 in the amount of $69.50. Please allow 3-5 business days to received the funds.

  Please note, a full investigation was conducted and the return warehouse confirmed this item not received. In addition, the customer claimed another item from this order was marked delivered and not received and was refunded. 

  No further accommodations will be offered on this order or future orders. 

  Regards, 

  Tommy Hilfiger Customer Service. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several weeks ago I purchased 3 packs of underwear from Tommy Hilfiger.Each pack had 3 pairs.All 9 pairs of underwear are built differently then the underwear I had bought from them in the past. All 9 bunch but even though I bought the underwear of the same name they are all clearly different quality. 1 pair even ripped down the side on my first wear.I reached out to them and was offered a discount on a new pair for the 1 ripped, but even though I have proof that all 9 pairs are built of material that is bunching and have proof of side by sides with my old pairs, they would not refund.I had left a negative reviews but when I added a picture with the proof it would not post the review. I left the reviews without a picture and a detailed reason why I left a one star review and a week later I noticed all 3 of my reviews for the 3 packs bought were deleted. Every item on the websites underwear category is either no reviews or 5 stars. They are clearly deleting negative reviews along with not explaining changes made in their products.

  Business response

  06/21/2023

  Hello. The customer's case is currently being assessed by a customer service agent. At this time, it has been determined that not all of their items have a manufacturer's defect and is considered a sizing issue. The items considered a manufacturer's defect is being compensated. If a review is written on a product, more than once with the same exact message and by the same person, the system picks up on that as a technical error and the additional reviews are automatically hidden while leaving the one review public. No reviews have been deleted. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Date 05/13/23 order $ ****** order Nu ********** Order was never delivered to me , Tommy Hilfiger customer service informed several times about it but they gave me no resolution for what happened *****

  Business response

  06/21/2023

  Hello. After investigating the customer's complaint and order, we have proceeded by issuing them a full refund. This may take 3 - 5 business days to process. We have also contacted the customer directly to advise them of this. Please let me know if you have any additional questions or concerns. Thank you.

  Customer response

  06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

*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. ↩