Tilley - Overall Rating based on 18 reviews
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Hat for a holiday
I ordered a hat more than three weeks ago, but I still haven't gotten it. I've sent two emails and tried calling customer service lots of times, but no one has gotten back to me or helped out. I needed the hat for a holiday that already happened, so it's pretty disappointing to still be waiting. I still have the order number, but it's been frustrating dealing with the lack of communication and delay in getting my order.
Durable hat, Lifetime Guarantee
Eh, the hat is pretty good quality, but I noticed it wears down after a while, ya know? I was all happy about that Lifetime Guarantee they mentioned, but it turned out to be a real pain in the butt. I gotta pay $20 for shipping if I wanna swap it out, which ain't what I signed up for. They should make it easier for us customers, like give us a certificate to exchange it for free at any store. That way we don't have to fork out extra cash for shipping, eh?
Replacement hat
I just got a new hat from Tilley, after waiting forever it finally arrived. The customer service wasn't the quickest, but they did come through with my hat in the end. Unlike my old one, this new hat doesn't have a lifetime guarantee, but I'm still pretty pleased with it. It's the LTM5 Airflo and it actually looks pretty cool on me.
Phone call experience
I phoned customer service the other day to ask about a product, and even though the rep helped me out, I gotta say their attitude was pretty rude and unfriendly. It kinda sucked to get help with such a lack of friendliness.
Old cotton hat replacement
I just wanted to share this story about my old cotton hat that I've had for over 20 years. I contacted the company and their customer service team was amazing! They got back to me super fast via email and made it easy for me to send over all the info and photos they needed. I was so stoked when a shiny new hat showed up at my place just a few days later. It's great to know that some companies still care about keeping their promises and making sure customers are happy.
Unresponsive customer service
I recently had a really bad experience with customer service. I was trying to get a refund for something I bought, but it's been a total nightmare. The phone number just goes to a message and then 'goodbye', and my emails have been totally ignored. Just a heads up - if you order from this company, make sure you get the right size because getting a refund or exchange is such a pain.
Replacement hat
I got a new hat from that store, but man, it took forever. I had to send a ton of emails and make so many calls. Finally got it after waiting for 3 whole months. Ugh, what a hassle.
Replacement hat received
So I finally got my replacement hat for free after a really long wait. First I let them know about the torn hat, then had to wait forever for a response, like come on, just say something! But hey, at least the new hat showed up eventually so that's cool. Still frustrating that they took forever though. I had to wear something else on my head for way too long.
Replacement hat under guarantee
I can't believe how long it's taking to get my replacement hat, eh! I've been waiting since July 7th and it's already August 4th, eh! I've emailed them 4 times and tried calling, but no response, eh. Why do I keep getting advertising emails if they can't even respond to my messages, eh?! I used to recommend their products to my friends and golf club members, but now they're all disappointed too, eh. Tilley, you really need to step up your game and take care of your customers, eh.
Hemp hat replacement
I recently got in touch with the company because my husband's favorite hemp hat was starting to wear out. The rim support was poking through, and we thought we might have to part ways with this reliable accessory. Even though the hat wasn't registered, which makes sense because it's pretty old, we decided to reach out to the company anyways. After sending in some photos they asked for, we were pleasantly surprised to hear that the warranty was still valid, and we'd be getting a new hat in just a week. The customer service from Tilley was amazing, and we're thrilled with how everything turned out.
Hidden pocket hats
I bought one of your hidden pocket hats recently and was pretty bummed out to see that the owner's manual wasn't in a plastic bag like it usually is. I called customer service and they told me to download the info from their website. I just think it's pretty inconvenient and shows a lack of thoughtfulness towards the customers.
Delayed order
I'm so disappointed in myself for trusting that company with my order. I got an email telling me there'd be a delay, but they didn't say when I could expect it. I tried contacting Customer Service by email and phone, but no one got back to me. Not knowing what was going on with my order made me so frustrated and let down.
2 hats
I bought 2 hats online and I gotta say, the customer service was terrible. I tried to register the guarantees for the hats, but no matter how many times I filled out the forms and submitted them, nothing happened. I emailed them 5 times and even tried calling, but all I kept getting was a recorded message telling me to email. Clearly, customer service is non-existent at this company.
Canadian Made Tilley Hats - China Made No More
Oh my goodness, I can't believe it! I picked up this hat from this place that used to be known for producing those classic Canadian hats, but now they're all being made in China? Like, seriously! I got this awesome hat that was supposed to represent those super Canadian vibes, but now it just gives off those made in China vibes, you know? And the quality isn't the same as before, the brim is wider and it's not even any cheaper to make! I mean, really, what's the point anymore? This was my fifth hat from them, but it's definitely my last. So disappointed.
Multiple hat purchases
So, I've gotta say, I'm pretty bummed about the customer service at this retail store I've been shopping at lately. It feels like they're just not getting back to me, you know? The only way to reach them is through email, which is leaving me feeling like I'm stuck in this internet void with no answers to my questions. And don't even get me started on the sizing guide on their website - it's way off! Trying to figure out what size to get is like playing a never-ending game of charades. And let's talk about the delivery times for online orders - they're way too long! It's taking forever for my stuff to get to me, way longer than stuff I've ordered from other countries. On the bright side, the returns process is pretty smooth and easy, which is nice. But, overall, trying to buy and return stuff to get the right size hat has been a real headache. At this point, I'd recommend looking elsewhere for your shopping needs.
Clothing
I used to be a loyal customer of this company, but ever since they were sold, the customer service has really gone downhill. It feels like they care more about making money than actually giving good products and service. Dealing with those automated responses is so annoying, and it seems like there's no way to actually talk to a real person. It's just sad to see a company putting profit above making their customers happy.
Lifetime guarantee claim
What a joke eh! I tried to make a claim under their "lifetime guarantee," but it's been two weeks and I'm still waiting for some basic answers. How hard is it to tell me how much it costs, eh? And to top it off, they hit me with a "service charge" on top of a postage charge for my claim. What a rip off! No one has bothered to get back to me. Talk about terrible customer service, eh?
Socks
Sorry, eh, but I had a pretty rough time with my last order from your store, ya know? I ordered some socks, but when the package from Fed Ex came, it was empty! I called customer service and they said it was probably stolen by a porch pirate, which doesn't really make sense. Why would a thief just take three socks and leave the package, right? I'm real disappointed with how the company handled this whole situation, not very good customer service at all.
Review with most votes
Socks
Sorry, eh, but I had a pretty rough time with my last order from your store, ya know? I ordered some socks, but when the package from Fed Ex came, it was empty! I called custome... Read onBy: dave