Review Time
Tilley love to say their hats are durable and guaranteed for life but has anyone managed to get a replacement ? I doubt it. I've had 4 in 12 years and never managed it. My first Tilley bought in 2011 i still have it , it is in tatters , has my name and phone number written inside it , they say "how do we know it's yours? you could've just found one". my 2nd is a hemp hat dropping to pieces they say take it back to the shop you bought it from which no longer exists. I now have a waxed bucket & twc7 outback hat. they're good hats but don't kid yourself they'll have your back when they fall to bits. register away they're not paying out forget it
Tilley famously guarantee all hats for life. In the terms and conditions it is stated that a non waiver handling fee has to be paid. Unfortunately they don’t tell how much the handling fee is until you make a claim against the guarantee. The handling fee is in fact £20. This is probably how much the manufacturer charges Tilley for a new hat. So in actual fact you are buying a new hat at cost price. Not exactly free is it?
I wish I could give this company two different reviews. I love the Tilley ankle socks and even after 20 years or so, they're still good quality.Wish I could say the same about their customer service. Oh my heavens is it bad! For starters, there is no way to cancel an order once it's submitted. I needed to re-do my order because something went sideways with the shopping cart. I contacted customer service within minutes. It took 2 follow-ups and 4 days for them to get back to me. Only then, it was too late. My order had been shipped - with no notification, by the way, so I couldn't modify my order.
Placed an order on June 10 and took 5 days to process. Package was sent out on June 16 and I had to send multiple emails and voice messages, and wait multiple times on the phone to speak to a rep. Finally got on the phone with someone and informed me that addresses cannot be updated (which i know is possible, as per fedex) they just cannot be updated by the customer.The agent had a bit of an attitude, was not listening to what i was saying, and simply resorted to having the package returned to the facility.Truly a unique experience in which I would not recommend anyone ordering from them.
After 15 years I decided to replace my Tilley MashUp summer hat, I ordered the same size as my existing one, on arrival it was a bit loose and the Khaki was more Cream but decided that as it was the same size on the label I put it away until "Summer" and hoped after a few washes it would "settle in" . Some time later after wearing it a few times it was much looser than my original and so was charged £9+ for adjusters?By far the biggest disappointment was to find it was made in China ! Well done Tilley, after buying 4 hat's over the years you just lost yet another customer
Placed an order 10 days ago, still no Hat, no dispatch advice, no nothing. You can only contact Tilley UK online, Their emails and web chat are AI bots, not customer service personnel, which give no meaningful reply apart from saying we are busy at the present time. The hat should have been delivered with a free gift of cooling insert, but they were able to email me to say that they had run out of the free gifts. I have ordered the same Tilley hat from a high street retailer and it is being delivered today, less than 24 hours since I placed the order.I have tried to cancel the order, but it would appear that it may still be delivered and I will have to send it back before I get a refund.In short, Tilley may make good hats but their customer service is none existent. Buy their products from a High Street retailer or Amazon. Do not buy direct, you will be disappointed.
I’ve been waiting for days to get an answer from customer service. I was about to make a significant purchase but wanted some clarification and no one from Tilley had the courtesy to answer my emails. This is not the first time I’ve had an issue with this company. However, it is the last time I ever try to give Tilley my business.
Have had my original Tilley since 1996. It has worn out so I ordered a new one. The hat is fine, nearly identical to the old one. But customer service was a nightmare. It was supposed to ship in 5-7 days, took much longer. Ordered it in April and finally received it on Memorial Day. Tried calling customer service and the automated system dropped my call three times. Sent in an email through the website and got an AI response but no information. Won’t order from them again.
My Tilley Hat (T3 Natural) split, separated across the front, about six inches. I contacted Tilley and was told that I would have to either send a picture of the hat or mail the hat to them. Not being digital, I opted to mail it. The lady told me that there would be a twenty dollar service fee for the transaction. The lady was argumentative and reluctant about honoring the life time guarantee. The brochure states, "we'll replace it free". The selling point at time of purchase was the guarantee. So much for honesty and integrity. I see by the other reviews that this is the norm with Tilley.
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