Tilley

Total service failure: Tilley Clothing and FedEx logistical incompetence. I am profoundly disappointed by the delivery experience following my recent purchase from Tilley Clothing. Despite the brand's premium reputation, the choice of FedEx as a delivery partner has resulted in a complete breakdown of service, and a subsequent abdication of any… Read more

support from Tilley's customer "service".

My order Order # AU19908 / Tracking 398231237233 has been characterized by multiple failed delivery "attempts", complete lack of alternative pick up options, "cancel it then" abandonment by Tilley (with no offer of a refund), disappearance into FedEx "systems" then mis-scans at FedEx depot telling me my address was wrong, incorrect FedEx support telephone numbers from Tilley and finally multiple calls to the local FedEx depot to try and resolve matters. As it stands there is still no resolution.

Tilley appears to have outsourced their responsibility to a partner that is either incapable of, or indifferent to, basic efficiency. I have no confidence in their ability to fulfill orders to Australia reliably. I strongly advise prospective customers to seek alternatives until Tilley can guarantee a competent logistical chain.

TERRIBLE CUSTOMER SERVICE!!! I wish I had seen these reviews, and would NEVER have ordered from this "reputable" store. I returned an item over three weeks ago, and have provided tracking details and proof of delivery. So far, there has been no acknowledgement of the delivery AT ALL and in fact, when I do get a response from customer service… Read more

they continue to request proof of returns to "follow up with their returns department". There is no active telephone contact number (the one advertised on the website is disconnected).....I am going out of my mind trying to get my refund, and no doubt will have to follow up with the consumer ombudsman. HEED MY ADVICE: DO NOT DEAL WITH THIS COMPANY!!!!

Another transaction where I should have first read the reviews… I ordered a hat via their ‘Australian’ website. After noticing radio silence from Tilley post order, I emailed for an update. And by radio silence I’m referring to the order, not the daily marketing emails. I did receive a prompt reply stating there was no estimate as to when I… Read more

might receive my order for a product that was listed in stock. Not wishing to wait indefinitely for my hat, I cancelled the order and received a refund the next day.

Do not purchase from Tilley Australia – I purchased a hat through their online store. When I received it on from overseas, I thought I was dealing with an Australian store. It was the wrong hat. I went onto the Tilley website to organise a return since when purchasing Tilley Australia do let you know their return process is easy if it the wrong size type etc. This is not the case. … Read more

To return the wrong product, I had to do an online form and also pay for my own postage and tracking to return to a NSW address. I did this and Tilley Australia received my return the next day. Since then I have been chasing them for confirmation they received my return, which they finally did via email after many emails asking for a response and just receiving an auto email back. They then told me it would take 7-10 business days to receive a refund from when they confirm it is in their warehouse (which I don't know if that means on the date they received it or something different).

It has now being three weeks and I am still waiting on a refund. I have started a chargeback with my bank as I don't know that there is any other way of getting my money back for a product I no longer have.

I would not recommend using this company at all. Tilley hats are very good quality but the drama and difficulty in dealing with this company as they only have an email and no phone number is impossible and feels like a scam. It should not take this long to receive a refund and shouldn't require my chasing them and having to do a bank charge back.

Terrible customer service - no product after 3 months of ordering – I placed an order on 16 Nov and it’s now 5 January. Firstly it was nearly impossible to find a way of contacting Tilley. All they give you is a general email address where a bot responds saying they’ll be in touch in 48 hours and the nothing. Finally when I get some sort of human response I find out that my order is apparently stuck with their… Read more

delivery partner FedEx because they can’t find my house. I was asked to share correct address with more details again which I did and still nothing. I’ve reached out again after that to follow up and nothing.

This website seems to be more of a scam than anything else I should’ve read the reviews before ordering because it’s shocking how many people haven’t received their orders.

Their customer service and response times are appalling and closer to nonexistent. If only there was a way to rate them ‘0’.

This is not a legitimate company. Do not place orders with them.

Tilley hats have no customer service – I received a Tilley Airflow hat with permanent creases in the material, not caused by shipping. I wrote to customer service, requesting input, direction. Three weeks, no response. It is hard to believe that the company is advertising lifetime replacement as a sales pitch, when there is no response to emails. You can’t return it, or discuss a… Read more

replacement. There is an automated return process, at your own expense, but I am not using it without authorisation and acknowledgement. How can you trust it? I sent pictures. I am in Australia. There is no telephone number. The Sydney address is a small unit in an industrial park, with no Tilley staff on site. This company here is just a distributor of hats imported from China, with no support. I will keep my damaged hat. The word needs to get out.

Extremely poor - Possible scam – Unfortunately had to give one star not zero. I ordered a jacket from Tilley AU on 2 December. The order is still showing online as unfulfilled. I have emailed on 3 occasions leaving 3 business days between emails, none have a reply other than the automated email. All phone numbers provided are not connected. I am thinking that Tilley is a scam and… Read more

not a genuine store. The order is linked to my shop account and I can still log in and see the order. I cannot request a refund and cannot communicate with this company, if in fact they are a real company at all.

Terrible Service Non Existant Customer Services – Terrible customer service.Ordered 2 items on the 4th December assuming they would arrive in Australia before Christmas. They have taken my money but no contact. I have emailed them 3 times and used their contact page but still no reply. I assume the items will not arrive for Christmas so I now need to scramble and find other gifts. Thanks Tilley… Read more

for nothing.Worst days work ordering from you. Be warned go elsewhere as in all my years of shopping this is the worst I have had to deal with.

Appalling Australian Customer Service for a Canadian Company – Purchased 2 hats from Tilley, unfortunately both too small so requested refund. After hats received by Tilleys Australia Agent TIGERS INTERNATIONAL SOLUTIONS PTY LTD (NSW) who handle returns for Tilley. I have found Tilley are doing themselves no favors having association with this company as they are void of any Customer Service qualities.… Read more

After 9 business days have passed since product return which then agent has confirmed receipt, no refund is forthcoming. Fortunately I paid by PayPal, so as I am unable to get Tilley's agents to complete refund I have commence a Dispute through PayPal. It is also unfortunate Tilley's good products are now manufactured in China where they use to be made in Canada. Tilley Management must be in a self destruct mode owing to this move and employing associates like this agent they use here in Australia. Once China take over the customer services role perhaps they will do a better job? It wouldn't take much to do so. Don't take my say so, read the other reviews here, I wish I had prior to purchase.

I like their hats but would never deal with their online store again – I bought two hats online, both were too large, despite my partner ordering another hat the same size as the Tilley she already has, and me carefully measuring my head in accordance with their instructions Went through the returns process, returned the hats with tracked postage, sent them all the info they requested Tilley stopped responding to my… Read more

emails Despite repeated emails from me, they never replied I had to raise a paypal incident to get them to respond. when I did that, they refunded me the following day.

Disappointed Customer – After reading glowing reviews for Tilley hats online on various outdoors websites (I’m now suspecting paid for content), I recently bought an “Ultralight T5 Classic - Olive L size” hat in the winter sale for an upcoming trip to Africa. Well, the hat will be staying home for sure. It’s ultralight weight-wise, but punishingly hot & lacking adequate… Read more

ventilation. I’ve just returned from a light walk in 21*C (32*F) sunshine and my head/hair is saturated & I feel HOT. The fit is loose, even though I measured my head according to the instructions on the website to choose the size, but it literally flies off in the lightest breeze, (but it would be even hotter if it were smaller). The hat came with a single 1m length shoelace with no toggle, which is meant to be a chinstrap. Overall, this hat is a big disappointing fail for me. Perhaps other styles are better, but I cannot recommend this one! On a more positive note, before the hat arrived I had reason to contact customer service about the delivery and they were very responsive.

Nightmare – Site recommends buying down a size but what do you know, i received a hat that's too small. Returns process is nightmarish. Purchased 2 months ago and still trying to return it without penalty as exchange process is broken. Interaction with 'customer service' is appalling. Just keep sending back a template response without looking and don't meet their own stated service levels. Show details

ZERO Customer Service and Response – Have returned a hat due to incorrect size (Order AU3053), with a tracking postage number and followed all the process requested by Tilley. It has been over 2 weeks. There has been no response to multiple emails. Very unprofessional. Do not trust Tilley, disgraceful and non existent customer service and communication.

Misleading product information and abysmal customer service – I am extremely disappointed with Tilley customer service. My concerns are as follows and mirror others in the last 2 months: 1. I followed instructions carefully to order a hat. I rechecked and had my wife check also the measurements per instructions before placing my order. It was far too tight when it arrived 9 days later. 2. Although promised… Read more

a response to my query (about stretching it or exchanging it) within 24-48 hours on 15th January, nothing happened for 6 days. Eventually after follow up emails, I was promised a phone call at 2pm on 27th January. Once again no follow through. It is now 1st February and I am still waiting. 3. Tilley website has disabled the ability to provide a review and has removed all but one review, which is of course months old and 5/5. Clearly I am not the only person dissatisfied with the customer service. 4. Exchange/return policy small print is also misleading as others have said.

Poor customer service - fake return process – Agree with other reviews here - the returns process on the website is absolutely incorrect - it's built as a Aussie website with $ and processes but extremely misleading. Bought a Airflow hat, which went in practice too small to their sizing, looked to return - the return process gives no return label or information at all per the process.… Read more

Contacted customer service on 11th Jan (there is no phone number, just webform/email) - lack of responsiveness, eventually feedback on the return process: "Unfortunately, that doesn't apply for our Australian services quite yet. You'll need to post it out yourself. Please send us the tracking number when you send it to the address below, so we can start processing your refund."

I had to purchase another size before it went out of stock and pay that shipping also in parallel so be aware. Their customer service is still not resolving the return - 18 days later, I'm still waiting on resolution, 8 days without a response....

I would avoid.

Very poor after sales service – I bought a Tilley hat before Christmas. The website gives every appearance of being an Australian-based operation but indeed it isn't (website au.tilley.com). The product did arrive in around a week or so prior to Christmas which was quite good. The issue we have encountered is regarding their returns policy and procedure and customer service. The… Read more

website implies that goods can be returned and a return freight label would be provided. But in reading the fine print it seems this only applies to US and Canada as the company operates in Canada and has no operation in AUS. I have attempted to clarify this but only received a form reply which did not address my questions. I have followed up with two emails but have not had any reply. I would caution anyone from purchasing from them as there is no customer support in AUS and it seems the return freight on returns is to be paid by the customer which clearly makes returns unviable.

Good product, terrible Australian store customer support/experince – I purchased the Tilley T3 Wanderer Hat from the Tilley online Australian store on Tilley's Black Friday sale. It turns out the official Tilley Australia online shop ships from Canada using FedEx. It is not based in Australia at all. This is not an issue in itself, but it turns out to be problematic for returns and slow shipping to receive the… Read more

hat.

Having received the hat, I can't fault the quality. It's a good quality hat and met my expectations.

Unfortunately, as much as I liked the hat, it was the wrong size for me, so I needed to return the hat and get the next size up. This is where the experience is poor, and I cannot recommend buying from the Tilley Australia online store in Australia.

Tilley requires you to return the hat to a Canadian address. They also charge a $15 handling fee. After going through the returns website, the instructions say to print a return label the website does not supply. The instructions between the online returns website and the returns page on the AU Tilley website are different, so are confusing. After 15 days and multiple emails to Tilley, I am still waiting for Tilley to confirm the return details so I can return the hat. The returns website suggests I print the return label and drop it at the post office (local carrier), I don't have a return label, and then I'd be liable for postage costs to Canada if I drop at AusPost. The main website suggests I print off the label I don't have and find the nearest FedEx store to drop it off (50km drive). However, as the copy is generic copy/paste from their US and other international websites and not AU specific copy on the AU website, it's unclear, and 15 days later, after emailing Tilley customer service, I am still waiting on them to confirm.

Initially, I wanted to exchange the hat for a different size. With purchasing via the AU website, I thought it would be a simple task of returning to an AU Tilley address and Tilley sending a new size once they received the old item. The AU store is a bit misleading. It's not an AU store; it's an AU front for the US/Canada stores. With the lack of customer support and painful returns procedure, I just want to return the item now and have no interest in exchanging in case I need to exchange the new size. The Black Friday sale item is now an expensive mistake.

Anyone purchasing from Tilley Australia online should be aware it's not Tilley Australia, it's Tilley international, so returns for wrong items are a painful, expensive experience. I have nothing against buying internationally; however, the shop should make it clear it's an overseas purchase instead of masquerading as a local online shop in case items need returning so you are fully aware it needs returning overseas.

Not impressed with Guarantee – I bought my Tilley 'Outback' hat a few years back with the belief it was 'Guaranteed for Life'. I followed care instructions and over time found the front panel began to get holes in it from wear. I asked Tilley to honour the Guarantee to which they asked for three pictures of my hat showing the damage and the tag stating - 'guaranteed for Life'.… Read more

It says in the inside label (replaced free if it ever wears out). After sending the photos, Tilley said I would need to send credit card details and they would charge me US$35 to ship my new hat. This equates to around AU$52. They also said I need to cut the brim off the old hat and send proof of it's destruction. It is hardly honouring free replacement if I have to pay AU$52 for delivery and go without a hat while waiting for them to honour their word. I am not happy at all. My Guarantee Identification Number is RMA#G01118

Overpriced, carcinogenic – Paid $150 for a Tilley LTM6 "Nylamtium" (plastic) hat. The materials for this hat must run to a couple of dollars, the rest is pure profit underpinned with lots of marketing. Gone are the days when their hats were made of heavy, durable cotton duck and English brass grommets; now they're just cheap petrochemicals. The fact that they can sell them… Read more

for the same price is testimony to the wonders of marketing, as I said.

Unfortunately, the sun shines brightly through the aeration section in the crown of the hat, bathing my balding head in UV. For me, this hat is a cancer risk. See the problem here: http://i.imgur.com/69sm0qY.jpg

I contacted Tilley about the sun shining through the crown onto my head, and they threw a variety of excuses at me:

1) "Nobody has complained before" — this is a typical (and usually dishonest) response to a buyer complaint, in my experience

2) "Our hats are UPF tested by an outside lab. These hats have been given a UPF50+ rating" — But if you check on the tests, you find that the hat FABRIC was tested, NOT the hats themselves. More dishonesty.

3) "Visible light can penetrate the mesh, but none of the sun's harmful rays" — They must think their customers are idiots. The strong light coming through the crown is FULL of UV rays.

In short, the hats are a health disaster and should be removed from sale. Astonishingly, Amazon is full of 5-star customers reviews, many by men like me, balding and with a history of cancer, praising the hat for protecting their bald heads. The reviews there are either false or people are more stupid than I ever suspected.

Since the packaging and paperwork for this purchase was discarded by my wife, I am stuck with it. She has offered to sew a sleeve inside the hat crown to stop the UV penetration, and I may go that route.

And regarding their "lifetime warranty", when I tried to replace my lost old cotton Tilley using the warranty, they refused, saying "The hat replacement policy only covers hats that are actually worn out, and the hat insurance would replace the hat at half-price within the first 2 years of purchase." Which begs the question: why put "Insured against loss for life" inside the hat when it's a lie?

Great hat, even greater service – Tilley hats are made in Canada and retail for about $120 in Australia which makes them on the expensive side for an outdoor/protective hat. The product is excellent but the big plus is that they have a real lifetime guarantee. From my experience, they are cheap at the price. I wore my first Tilley hat most days for about nine years. It is is… Read more

comfortable, stays on in the wind, packs away easily and washes easily. All very good but after those nine years it was starting to fray around the brim and had faded a bit. I looked for a replacement but the price put me off. Then I recalled the "lifetime" guarantee. My experience of such guarantees is that lifetime refers to the life of the product but not with Tilley. For them it is the life of the purchaser.

I contacted Tilley in Canada who told me to send them a photo of the hat and they would replace it, which they did (free but I paid for air freight). Three days later I had a new Tilley hat to last me another nine years. I take this experience to mean that one purchase gives me a lifetime supply of these excellent hats. Fantastic!! I only wish the service from other companies was as good. Great had for outdoors activities. Faultless service.