Tilley Endurables Reviews 183

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.

I bought their rain hat and it has never worked properly. It is thinner material, not blocked, and looks like a rumpled mess when worn. The brim will not keep a shape, also, and is all over the place.

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.

I bought a few Tilley Endurables briefs.
The elastic bands either disintegrated totally or lost elasticity.

I bought 2 hats yesterday at Chinook mall in Calgary. Tilley emailed me a discount code of 15% off my next purchase, so I returned today to buy another hat. The store refused to honour the discount. Very disappointed. I won’t be buying from this company ever again. :(

Horrible experience! I returned an item via FedEx one month ago, and despite offering proof of receipt of the item by Tilley, I STILL have not received a refund; this despite several patient emails and two very frustrating phone calls. It is sad enough that most of Tilley is no longer Canadian, but apparently no one works there anymore. All I could get was "shipping" who told me there was no one to whom I could be transferred.

Bought a Tilley 20 odd years ago and I still wear it even though it’s falling apart now. It’s a fantastic hat. I’ve bought 2 hats to replace it because it’s getting shabby. But they’re nothing like my original hat. They overheat, they’re heavy and they’re just not comfortable. It’s a pity because Tilley hats were special but the no longer are.

FALSE ADVERTISING. Just plain terrible.
They were false advertising from November 2024 to very late December 2024 that items purchased online would be delivered before Xmas.

We completed our order November 2024. We wanted the for our African Safari adventure that was due to depart December 27th 2024. The items didn't come so we had to leave before the items arrived.

I called and wrote to Tilley telling them that if the order didn't arrive before we left it was all going to be returned. After their 30 day return date policy... that they were false advertising to people telling them in December that their order would be delivered before Xmas. Since Ive been back ive spent weeks trying to get the return paperwork to send the order back. They do not pick up the phone and/or it just goes to busy... they use an automated computer generated system to answer complaints so you are never able to complete your return.

The package didn't arrive until mid January 2025.
YET, they were still false

I can't even express how disappointed and frustrated I am with this company. I placed an order December 13 and they debited my credit card immediately but then waited over 3 weeks before shipping the merchandise. By this time I had placed a dispute for the purchase with my credit card provider and when the items finally arrived (without even confirmation of shipping) I immediately returned them. 1 month later, I have no merchandise and the debit remains on my credit card because Tilley refuses to acknowledge that I have lifted the dispute and that their processing bank is in possession of the funds, all they need do is request the release. I am so frustrated with the company. It is beyond anything I have ever experienced and I would not recommend this company for any purchases, what so ever.

I have received some good products from Tilley. Not brilliant but pretty good. However, on my last order (and I mean, my last order) the product was offered at one price and invoiced about 50% more. They say their sale price was good for one day. Right. The email said "weekend sale prices" and I ordered within that period. I have been back and forth with them on this as a matter of principle but really???? Hence, my last order. And I would say to others: watch the pricing offered and charged.

They could not fulfill my order because they didn't have product so instead of simply cancelling it (which I requested they do) they chose to ignore repeat emails and phone calls from me for 2 weeks. So frustrating. The worst customer service that I have even encountered, ever.

I ordered several times from Tilley. I was always pleased with my purchases. Good hats and clothing. I placed an order Jan 5 and did not get a confirmation that the order was shipped although they debited my credit card. I send a message to Tilley but not response. I called and no one picked up. I left a message asking for a call back. I received an email today, Jan 17, cancelling my order and saying Tilley would credit my card. I won’t be ordering from Tilley again. They just lost a reoccurring customer. Really disappointed.

Tilley is not answering their customer service number. I have left multiple message for an order that still hasn't arrived yet. I have tried their email and no message. #Tilleypoorservice

I have many Tilley products and the quality is amazing. BUT I bought their Punting skort and hand washed it twice. The white band discoloured so badly that it can’t be worn and my friend had the same happen to hers. Tilley didn’t want to know about it. I could not return it because it had been worn. Are you kidding. Yes it was worn and it’s faulty

Placed order two weeks ago. Order still hasn’t shipped. Called their 1-800 number and I can’t even be sure this number belongs to Tilley. I just get a generic message saying “the person you have tried to reach is unavailable”. Nothing to hint I've actually called Tilley Canada. Emailed them 3 days ago. Nothing Nadda. Tried reaching out through FB. Still nothing. Would not order from them again.

Edited Jan. 28, 2025. Customer service did end up reaching out, and were great after that. They do need to do better tho. I also got my hat. I do love it.

I ordered a hat from Tiley and it was delivered to the wrong address, do not know where, and I have been trying to reach their customer service for over two weeks with no answer at all. You cannot reach anyone over the phone nor via email.

Finally got my Tilley hat after I ordered a second one from Amazon. The 1st hat not showed up.wow am I disappointed in Tilley always made in Canada not anymore tag says designed on Canada and made in China.never would have purchased.

To echo others: many attempts to reach the company regarding an order. No success until I mined hidden posts on Instagram to find their UK contacts and escalated. Finally started getting company messages on Instagram, but lo and behold, having secured confirmation they would cancel the order … it shipped instead! Told it would be delivered today. So far nothing. Already dreading the return process on this late twice-over item. Never again.

Placed order 2 weeks ago. Hasn't shipped yet. Just find that odd.

Edit - 1 month now , not shipped and no updates. They won't even respond to my inquiries. What a shame.

I am surprised by all the poor reviews as my experiences have been very good. I bought my first hat around 3 years ago and someone on the phone advised me on the size when the first one was too big. It was exchangrd quickly.
The same hat developed a tear recently and they exchanged it quickly using a manageable system within a couple of weeks.
I now have 3 hats ( one replacement) and a coat and very happy with them all and with the prompt service. Maybe I have just been lucky (4 times). I am in the UK.