Complaints

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:02/11/2025

  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.

  I am submitting a complaint regarding the lack of assistance I have received from Tommy Highflier Canada regarding a merchandise credit I have been trying to use. I have a gift card issued from a return I made in previous years. However, when I attempt to use the gift card, the system is unable to find it.The gift card is new, and I scratched it just last week. I reached out to Tommy Highflier's Canada customer service, and they requested that I email them a full image of the gift card, both front and back, to assist me further. I have sent these images at least five times, and each time I am told that they have not received any images from ***** addition, the last three emails I sent were completely ignored. To ensure that my attachments were working, I also CC'd my other email address, and I received the attachments successfully. Despite this, Tommy Highflier has been unable or unwilling to assist me with redeeming my credit.I am unsure why I am not receiving the necessary support for this issue, and I am requesting the BBBs assistance in resolving this matter.

  Business Response

  Date: 02/11/2025

  We apologize for the issue you have experienced trying to use the merchandise gift card.

  A new gift card will be issued and sent to the mailing address indicated below:

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

  Please allow ***** days for the gift card to be received as it is sent through regular mail.

  If you have any issues, please contact Tommy Hilfiger customer service at ************ and reference case number *********

  We appreciate you being a Tommy Hilfiger customer.

  Customer Answer

  Date: 02/12/2025

  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 address you mentioned does not have a unit number. My unit number is 601.  Please fix that in the address. So it goes to the correct person or else I wont get it. Address is correct but missing unit number. 
  

  I will accept the response when I get the gift card. 

  
  **** **********
  
  
  
  
   

  
  

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the continuing issues you have experienced trying to use the merchandise gift card.
  
  A new gift card has been issued and sent to the mailing address indicated below:
  
  **** **********
  **************************************
  ************************
  
  I have increased the value to $60.00 CAD, this card can be used in any Tommy Hilfiger store in ****** and will not expire. 
  
  Please allow ***** days for the gift card to be received as it is sent through regular mail.
  
  If you have any issues, please contact Tommy Hilfiger customer service at ************ and reference case number *********
  
  Thank you for being a valued Tommy Hilfiger customer.

  ********************** Customer Service. 

• Initial Complaint

  Date:12/12/2024

  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.

  This evening I tried to order 2 tops from Tommy Hilfiger's website. My credit card was continuously declined on the website, which I thought was very questionable. I contacted my credit card company and the *** confirmed the charges were there. I saw them on my statement. Why was the site declining my card, but also charging it? I received no order confirmations. I reached out to Tommy *** ****** on a live chat who said she could not help me. This issue has caused me to force a stop on my credit card indefinitely. Tommy Hilfiger needs to contact me to send me complete refund via an alternative method for the total charges ($500). My credit card is now off.

  Business Response

  Date: 12/27/2024

  After review,

  Our billing system shows all pending authorizations were cancelled in our system. We have no available funds to refund as we did not officially charge the card. They were only pending holds, but since no order was actually placed, no permanent charges were issued. 

  If the holds are still showing in your account, we do suggest contacting the credit card company directly. 

  Customer Answer

  Date: 01/02/2025

  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]

   I wanted to know why I cannot shop on the Tommy H. online store. I ordered a few tops that were on sale before the holidays and had adequate funds on my debit and credit card. Why did the Tommy H. website reject my credit card, but also simultaneously place holds for the funds on my card? And why did those funds drop off, instead of going through so my order could be placed? No one seems to be able to answer this question. I spoke with a lady over the phone who said "I've worked here for 15 years and this has never happened before." I am truly disgusted with this company. 

   

   

   

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

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

  Business Response

  Date: 01/03/2025

   

  We're sorry, but for our customers protection, our security team has protocols in place to screen all incoming orders. We see that your order(s) were declined by this system. We apologize for any frustration this may cause. Regrettably, we are unable to override a decline on any order

• Initial Complaint

  Date:10/28/2024

  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.

  I purchased 7 pieces of clothing from the *********************************** inJul 03, and order number is **********. But I didn't receive the package, and then I contacted Tommy customer service, but they refused to resend or refund.

  Business Response

  Date: 10/28/2024

  Good evening,

  The customer contacted us and they were advised to contact the third party freight forwarding company where they had their merchandise shipped to or to dispute the charge with their credit card company as the order was successfully delivered per Fed-Ex tracking # ********************** on July 9, 2024. 
  

  Thank you,
  

  Tommy Hilfiger Customer Service

  Customer Answer

  Date: 10/30/2024

  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]

   I have contacted a third-party freight forwarding company,  but they have not received the package yet. The TOMMMY Company is responsible for requesting ***** to provide me with proof of delivery records, such as delivery receipts. And it is responsibility to help me recover the losses.

   

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 10/31/2024

  Good Morning,

  The customer contacted us and they were advised to contact the third party freight forwarding company where they had their merchandise shipped to or to dispute the charge with their credit card company as the order was successfully delivered per Fed-Ex tracking # ********************** on July 9, 2024.

  Please view our third party freight forwarding policy here: ***************************************************************************

  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.
  

  The tracking to the order on the site may be viewed here: ********************************************************************************************************************

  A signature was not required for the delivery of this package due to the value. 

  Thank you,
  
  Tommy Hilfiger Customer Service

  Customer Answer

  Date: 11/03/2024

  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]

   Your company should be responsible for safely delivering packages to the designated address and should assist customers in obtaining proof of delivery from the courier company. 

   

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

• Initial Complaint

  Date:09/26/2024

  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.

  Today 9/25 I came to return an item at *****, located at *************, ************. Which is around 40 minutes drive from my home. I reached to store at around 7:05pm EST today while store closing time is 8pm EST. There were three associate at counter but they declined to support. I begged to associate to help me as I came from far with my 4 yr old little one and actual closing time is 8pm EST but they said we dont have associate to support you. There were three assocites on counter but no one willing to understand my pain. Very disappointed with this perticular store associates and their behavior.

  Business Response

  Date: 09/26/2024

  Thank you for bringing this recent experience to our attention. We sincerely apologize for the inconvenience that was encountered during a visit at one of our retail locations. It is truly disappointing to hear that our associates were unable to assist, especially considering the distance that was traveled. We understand how frustrating this must have been, and we take these concerns very seriously. Please be assured that this will be addressed to ensure our service meets the standards our customers deserve. We will continue this conversation directly with the customer. Our **************** team is currently in contact with the customer through case reference number ********, and we are committed to resolving this issue. Thank you.

• Initial Complaint

  Date:04/24/2024

  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 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

  Date: 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

  Date:01/18/2024

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/28/2023

  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 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

  Date: 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

  Date:11/27/2023

  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.

  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 Answer

  Date: 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

  Date:09/20/2023

  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 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

  Date: 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 Answer

  Date: 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,
  
  ***************************