Tilley Endurables Reviews 183

This company is a joke, first experience for me!! Last experience for me!! A couple of my family members bought a hat from tilley’s website I went to buy one for myself. “A Paddler” I looked on the website and selected the item went to check out and paid for the item. Shortly after I got a code for a first time purchase discount of 15%. I called the customer service department to have the discount applied. I waited on hold for 50mins lady answered and gave me 2 options for the discount to cancel my order or wait a couple weeks for the refund to appear. I said no biggie I’d wait the couple of weeks. I asked her what the eta of delivery would be. She put me on hold and was gone for about 15 mins she returned and giggled and said I’m sorry but I’m not sure we have the hat you ordered in stock, that someone in the wear house would check for me in the morning. I asked what time the warehouse closed as it wasn’t 5pm. She said they close at 5 so I asked did everyone go home early to which she had no response. I asked why the website would sell about of stock item to which she had no response. I asked what happens next she said they would check tomorrow and if they didn’t have it they would cancel my order. I said I don’t want to cancel my order when would they be back in stock. She had no answer yet again. I asked to speak to the supervisor if I didn’t have to wait for 50mins to which she responded no no I’ll transfer you right away. She then transferred me to a voicemail. I left a voicemail and no one returned my call. Today my order was cancelled with another email stating that I could use the code sorry15 for the trouble on my next purchase. Then a second email stating a site wide 15% discount on everything.. This was a horrible experience for me I will never visit or purchase anything from Tilley again they do not value customers at all. Wouldn’t recommend this to anyone as I’m sure there are businesses that would love to treat you like a valued customer and not have excuse after excuse for why they can’t provide you with answers or solutions. Horrible company

Worst customer service I've ever had. I returned their hat within a few days back in June 21 and I've yet to get a refund and it is almost September. I've written, called. Now they are telling me that PayPal is not accepting their refund. I called PayPal and they said all Tilley's has to do is to call them. But they haven't done that. Don't buy from them. 4 months and I'm still spending time trying to get the refund Tilley is telling me I should have.

I bought another splendid Tilley LTM5 hat a few weeks ago. When I tried to register it with tilley.com I appeared to have lost access to my account there. I sent an e-mail to their support address and it took a bit long, but yesterday I got messages from their GB support service. Apologetic, polite and friendly, saying they changed their website and I had to reactivate my account. I did so and my old data were back. And I could add my new hat to the previous two. So I'm still a happy Tilley hat wearer.

Their hats have a great reputation, but their customer service is pure garbage. They don't respond to e-mails (4 sent) and calling them is a joke unless you want to listen to lousy muzak for hours. Very disappointing to say the least.

Everything changes nowadays people notice my favorite cereal doesn’t taste like try use to (honey bunches of oats ) companies are cutting corners . I do not understand why Tilley still makes hats with the hidden pocket if they don’t provide any more with the plastic bag with the owner manual.
You call costumer care and they tell you , you can down load that information from their web page . What kind of costumer services is that?

I made a purchase from Tilley.com which is branded as Tilley USA. I know they are a Canadian company but direct Canadian customers to a different website. After the purchase I learned the transaction was processed from Canada and as such my bank had charged me a Foreign Purchase fee. Both the website and my order information say Tilley USA all over them.

Is anyone else out there having problems registering their Tilley Hat online, the link to expose the registration form does not work so unable to register my hat, tried calling customer services all you get is two options, once the relevant option is selected you receive a message that they’re too busy and to use the online option. Errr Hello !

They don't answer their phones. They aren't available during normal business hours. They don't respond to phone messages or emails. Products arrive without any receipt. They provide zero information on how to 'exchange' a hat that does not fit. What gives? Horrible customer service.

I'm trying to register my Tilley's hat via phone, because I have not been able to register it via the website link for over two days now and from the day I purchased it. (The page is down). I hung up after 40 minutes because there was no answer from any customer service representative; although, the phone rang on two occasions during the length of my hold, but no one came on the line, and I was immediately put on hold again. By the way, the music is annoying, so if you're prepared to hold for any length of time, also be prepared for that annoyance!

I totally agree with the reviews by others about Tilley's awful customer service. Just terrible. I ordered their bucket hat online size 7 3/4. It arrived in reasonable time but in a box barely capable of holding the hat inside. The box was thin cardboard crumpled up. The hat was ok but the fit was too large. I went online and found the document I had to complete fir a refund, although I really wanted an exchange for a smaller size. I heard nothing back for several days and then emailed them at the address specified in one of their marketing emails. Still nothing. No response. Three emails later, I called them. Just as another reviewer experienced, I was on hold for more than half an hour before a representative answered. She could not have been less concerned or bothered about my experience. Nonetheless, I did receive an RMA later in the day, followed their return instructions, and mailed the same box (as instructed) taped up to keep the contents secure. Postage was more than $8.00 (10% of the cost of the hat). They told je that I would receive my refund within 5-7 days of their receipt. We'll see but I am less than optimistic based on the reported experience of others. For such a premium product, Tilley's customer service has been abysmal, the worst I have experienced from an online retailer in a long time. My advice to others: Don't buy from Tilley online. It's more aggravation than it's worth.

Refund approved by Tilley on 4/19/21 - Item was returned on 4/23/21 and was received in Tilley warehouse. I emailed Tilley twice on 5/11/21 and as of this date (5/21/21) have not received a response. I think they have had adequate time to handle this and refund my money. Impossible to get them to respond. Avoid buy-in from them!!!!

Been buying from them for years. Had to make a return for the first time. First of all your 30 day return window starts the day of your order not the delivery date. Then you have to fill out an online return request for permission to return....at your own expense. So far I’ve been waiting 3 days for permission to return my hat. Tick tock on that 30 day return window. I am now trying to call customer service to find out what’s going on. I’ve been on hold for about 45 minutes and still haven’t been connected to anyone. Don’t know what will happen but it’s not worth the stress. Again you have to pay for the return but you can’t send it back until you get authorization. And I’ve passed 3 days waiting. Emailed 3 times. Tried calling. Unresponsive. For a premium product I’d expect better.

I have been a Tilley customer since Alex first started his company. My "Guaranteed for life" hat requires replacing due to a workmanship fault. I have been trying more over a month to get a replacement: man y emails and telephone calls (which are most frustrating: one time had to listen to music for 35 minutes while waiting to speak to someone). I have finally received an invoice stating I will receive a free replacement and shipping is free. However I am billed $20 for the guarantee on the hat. I doubt that I shall receive the hat even if I relent and pay for the guarantee (which don't believe I should be paying for). By the way, when I offered to return the faulty hat to them, I too was told to destroy the hat, photograph the destruction and send the photographs as proof. My gut feeling told me that this would be folly: I would end up hatless. My gut feeling was right! I am sad and disappointed as well as angry and frustrated. Will never purchase another Tilley product again and will be certain to warn anyone about dealing with this company as it is now.

A real disappointment, UK website really poor when it comes to registering product etc- simply doesn’t work properly and have been unable to register for lifetime guarantee. Tilley customer service a joke, when you ring the customer services line you get a recorded message telling you they don’t take calls...more importantly the hat is ridiculously expensive for the quality- it’s a nylon hat made in China to very average standards, nothing like my fathers older hat in terms of quality. £70 price tag for a £30 hat with a £10 customer experience. DO NOT waste your money, this is not the company it used to be.

DO NOT trust their "size guide/chart". I ordered a hat based on the hat size the chart (and properly measuring), and I even sized up one, but the hat was still far too small. Tilley refused to pay for return shipping after this reliance on their own store guide. Additionally, terrible customer service. We about shipping processes and they kept returning the same email saying "Tilley won't pay for return shipping" but they didn't even provide an address where to ship to for the refund.

If you buy a hat from them and it's the wrong size, don't trust them to accomodate any exchange or return at all.

Also, these hats have been outsourced to cheap Chinese manufacturing and are noticeably lesser quality than Tilley's prior reputation. Do yourself a favor and buy from a different company (or maybe an ACTUAL Canadian company.)

Had to return a hat. After it was delivered to Tilley, it took over 5 weeks to get a refund. There web site mentions delays due to COVID-19 but 5 weeks ?
Ridiculous.

If I could rate this a ZERO I would!!! I ordered 2 pairs of shoes, they stated it shipped and gave tracking info that lead to ONTRAC. ONTRAC's tracking stated they delivered on 01/05/21. NOPE they sure didn't!! I work from home and can see right out my front door! NO ONE EVER DELIVERED the packages. I called ontrac they stated yes the package was lost, I called Tilley's to file for a refund they said they would get it going 5 weeks later still nothing!!! I got an email from ONTRAC stating it was lost and to go to Tilley's for a refund. I did that and was DENIED a refund!!! ARE YOU KIDDING ME?!?! I am out $132 FOR PRODUCT THAT WAS NEVER DELIVERED ?!?!! RUN RUN FAR AWAY from this business !! THEY ARE A JOKE !! I will be reporting them to the BBB!!!!

Do not trust their guarantee. You send the request and they don't respond.

NEVER BUY FROM THIS COMPANY. I am a repeat customer but in December 2020 I purchased two hats online. I received a confirmation, was charged and several days later received an email with a shipping number.

Within a couple of weeks one box showed up with one hat, I sent an email stating I purchased and was charged for two hats but only received one and attached my invoice. Email from Ethianne Hepp was received stating “I’m not sure what’s your concern. Haven’t you received your order. I replied “your not sure of my concern?” I explained again.
On January 11 I received an email from the same person stating that “shipping was checking inventory and would ship the missing item soon”.

I sent another email about my concern on January 19 and have heard from no one.

I guess I made a donation to Canada.

I will never buy from them again, online or in store.