Tilley Endurables Reviews 183

Bought a hat in the Black Friday Sale, and received an order confirmation from Tilley UK.
No hat arrived. Sent a chasing email and received an automated reply that they are very busy. A week later still no hat. Phoned several times, "we are too busy to answer the phones" is the message you receive. Emailed again, still no response. @Alex Tilley you must be so proud of your UK team running your companies reputation in to the ground.

I'd been thinking about getting another two TH5 Hemp hats for both myself and my girlfriend and thought Black Friday might be the ideal time. Fortuitously Tilley emailed a 40% off promotion on that very hat but I was disappointed to discover all the most common sizes were out of stock when I tried to order.
So imagine my surprise when on checking once the Black Friday sale was over that all those common sizes were miraculously back in stock and available to order but only of course at an inflated price.
Well done Tilley, your actions have ensured I will never buy another product from you ever again.

Husband has used Tilley underwear for 30 years. Latest new ones the elastic has disintegrated in the waste and legs and has discoloured the waistband. Tilley does not allow a proper contact for this issue and refused to do a refund or replacement on the limited site they do have. This may explain why no stores carry Tilley anymore. Have now stopped buying Tilley products.

Great product, just don't buy from Tilley.com. Slow, slow returns - have to wait a week for an authorization code before you can return it (at your cost). Buy from REI or Holland Hats - much better customer service, same product, same price!

The Tilley products per se are great but the customer service experience, and in particular the online shopping experience is awful. No return envelop, you must assume the cost of shipping, no returned allowed unless they provide you with a special authorization code to do so, and very few Tilley stores or affiliated stores where you can return the purchased items in per se.

Tilley Hat is great. Customer service is not. I bought a hat on line for $100. By the time it arrived Tilley dropped the price to $80. I tried to contact customer service by phone and email. They tell you not leave a message but no one ever gets back to you. It has been over a month since I contacted them. I will not buy another Tilley hat.

Tried to exchange a brand new hat and the customer service representatives came up with 5 diiferent reasons why they wouldn't do it. I even offered to send them pictures to prove it was new. Now I'm stuck with a $100 hat that I don't like. Worst customer service experience I ever had.

Zero on customer satisfaction.
I've been a Tilley hat customer for years. I recently noticed that one of my Tilley hats doesn't even come with the Guaranteed for Life printed on it anymore. My travel hat however, does have the Guarantee for Life printed on the inside. After emailing proof to Tilley of normal-use damage to my hat, and proof that it did carry the Guarantee, Tilley asked me to destroy the hat, take pictures of its utter unusability and send my credit card details so that they could charge me for shipping me another one. A guarantee should be a guarantee. A replacement of a product at no expense to me. They are great hats, but something seems to happen when a family company sells out to a conglomerate (or whatever owns Tilley Hats now). They end up destroying the trust in the name. They've certainly destroyed my trust in anything Tilley.

I have been a loyal Tilley customer since the days when Alex was making hats at his home. Over the years I have spent many thousands of dollars on Tilley clothing.
So why the one star review? Because it takes only a single bad customer service experience to sour YEARS of positive reviews, and sending dozens of friends to purchase their clothing.
I’ve been a regular buyer of pants, shorts, shirts, belts, and of course hats. I also have an awesome messenger bag which has seen many thousands of travel miles.
A couple of months back I decided to try their men’s underwear. Worn exactly three times, hand washed and air dried each time, the underwear literally fell apart...quite obviously a flaw in the fabric. I brought this to the attention of Tilley customer service and they basically told me to sod off. They didn’t care enough to keep a loyal customer.
So, I’m done with Tilley, and I’m letting anyone know who cares to search Tilley reviews...Tilley no longer cares about customer satisfaction. In fact, it appears from my multiple attempts to get satisfaction, that they couldn’t possibly care any less.
I’d rate them at zero stars if it were possible.

Consider yourselves warned. The clothing is (usually) exceptional. Customer satisfaction is not.

L.T
Guelph, ON

I have a colection of Tilley hats no problem, but a pair of cut off pants only worn Twice started to unravel at the seams, poor quality and product control

Have had a Tilley T3 hat for 25+ years. It has been all over the world with me and it's been worn by numerous family members. A fantastic hat. It repels rain, it blocks UV rays, it ties on in the wind and you can wash it as often as you like and it won't shrink.
Unfortunately, the side popper recently failed on my trusty T3, so I sent it back to Tilley for repair. They advised they could not repair the hat and so sent me a brand new hat. Their lifetime guarantee is not just some marketing spiel. They actually honour their commitment. Hats off to them!

Ordered a ladies shirt from Tilley website on 5th May and received email confirmation of the order. Had phone call from Tilley on 9th May telling me they had sold out - best they could offer was sending me a smaller or larger size in the hope that they were made big or small or hope they get a return in the size I wanted that was in a fit for sale state. What a waste of time and effort in this technological age - come on Tilley - your products are good, get your technology up to speed to match it! Not happy! I won’t be bothered trying to order over their website again.