Tilley Endurables Reviews 183

We tried to contact Tilley for weeks. Three emails, all unanswered. More than half dozen phone calls, leaving messages, but never able to connect to a live person.
We concluded they probably have the worst Customer Service of any company we have ever dealt with. Bottom line, if you have an issue you are out of luck, because they don’t care.

After a solid of month of emails and phones our package has shipped.

Ordered over a week ago for a Christmas present and it still hasn't been fulfilled even. Their shipping policy is a lie. Don't order from this website.

order placed december 3rd. still not fullfilled. no response to emails and/or phone calls.

Order in Limbo

I placed an order on November 24th. It is now December 17th and there is absolutely no trace of it. I've emailed and only gotten automatic replies that say they'll respond within 48 hours, but they don't. I've tried calling and only gotten voicemail. When I track my order it just says "Unfulfilled". I wouldn't buy from Tilley again.

UPDATE: It's January 2, 2025, and order still has NOT shipped. At this point, I no longer want the coat as 1/3 of the cold weather I needed it for has passed.

I ordered a coat on December 6th. When I checked the order online, it said "unfulfilled," and the order had the County listed in place of the town. Filled out the form about the incorrect address on the order and did not hear back. I called on the 12th and was told the order would be shipped on Monday, Dec 16th. Today is the 17th and its still listed as "unfullfilled." WTH????? All subequent calls are going to vm.

Placed an order for one sweater on November 24th, it’s now December 17th item hasn’t shipped yet. Called several times no answer, sent emails no answer, social media advisor told me that my order would ship December 16th. Still no shipping confirmation. This company is a scam.

Placed an order Dec 2 and they have told me for over a week the order is being processed, but by end of week it will go out! Now it's 5 days later and I call and they said we are really busy....yeah back in July my order was fulfilled in 5 business days...something is up! They took the money but can't tell me when I will get the product. Just cancelled order and encourage everyone DO NOT order ....think they might be going out of business

This is the worst. You expect quality but end up being scammed. 1- They will process the order and take your money 2- You will not even get a confirmation order, but you will surely get tons of daily spam emails 3- If you write to the customer support, you will get a notice that someone will get back to you within 24-48hours, but after weeks, and many attempts, you will still get nothing. 4- You will wait forever on the line to understand why your order has not shipped within weeks although the items were available in stock and the only answer you will be able to get is that they have fulfillment issues, nothing related to the postal strike as they are with another carrier. 5- The items you have ordered several weeks ago are now on huge mega black friday sale, then pre boxing day sale and they will not even offer you a discount on your order placed way before all of these 6- You had ordered loved one gifts several weeks before Christmas and will most likely end up empty handed thanks to this scam...

Placed an order on Nov 30 (Christmas gifts) One reply (to 3 emails) stated they are very busy and will let me know when my order has been shipped. Then I received a "how would you rate your experience" email. To what? Used to be an excellent company. Right now I'm not even sure it's a real company......

I've owned a couple of Tilley T4MO1 hats. 1st was made in Canada and lasted 7 years. The 2nd was made in China and lasted 3 years. Both have the same major design defect: the fabric splits where the reinforced stitched band around the part touching your head meets the thinner single-layer fabric above it. While the 'fabric' may be UV tested, the claim that the hat is protective is misleading, as UV gets in via the Airflow section. Also, their 'lifetime guarantee' is worthless.

I ordered a Tilley hat for my husband for his birthday. I measured a hat that he usually wears,I was off by half an inch. I ordered the hat in August for his birthday in October. I emailed the company hoping I could exchange the hat for a smaller size. Their reply was that do not exchange after 30 days. I should have bought it from Amazon, as they don’t have the 30 day “no exchange policy “ I couldn’t figure out how to measure his head without him asking why!

The worst customer service experience in my life. For three months, I have been trying to get help with a shipping issue (their fault) that caused my order to get lost. They stopped responding to my email thread with them. They won't reply to new messages through their contact form or social media channels, and their phone number has been broken for months. They took my money and messed up the shipping and I have now wasted hours of my life trying to get my product. I'll have to give up and file a fraud complaint with my credit card company. DO NOT BUY from Tilley!

What a shame. A great company taken over by a dismally bad company. The products are poorer quality and the service is absolutely abyssal. They never answer their phone and suggest email which takes many days to get an answer. It took many weeks to get my guaranteed replacement including getting a first delivery of a hat with a crumpled crown that had to be replaced. One wonders how they stay in business but I guess they are sill living off the name o the original company

4/ now 6 weeks later ...still waiting for a hat.. canceled it as it just kept dragging on . There was 2 attempts to get it delivered to Basildon depot and now it's being returned . Got info from tracking.. still waiting for a refund or even acknowledgement of what's happening...
£90 pounds out of pocket at present and still waiting...

Do not purchase this from this company. Their warranty is a joke.” Insured against loss” and “ Guaranteed for life” are Total BS. I even have my receipt from 8 years ago and they wont even honor their own guarantee. Go elsewhere!!

Awful customer service and quality. Tilley say they are a premium brand but they really are tin pot.
T1 iconic bucket hat purchased 3 months ago. Bright green staining around eyelets on light natural fabric, when queried I was told to try toothpaste to clean and seal eyelets that have corroded due to sweat with nail varnish. How ridiculous. Not fit for purpose.

Terrible service from Tilley UK. On 2 successive orders they have only delivered part of the order both times and then 'cancelled' the rest of the order as they are 'out of stock', very poor communication too!

On every level the quality of service was shocking. Cancelling an order after finding that it would arrive long after my parents had departed on holiday was not an option ... apparently. Trying to get through to speak to a Tilley operator was an impossible farce as the line was'nt manned and there was no option to leave a message. Email replies were most unhelpful and never answered the question posed ... no evidence of human intervention ... bots? The hat, an ultralight t5 ... when it eventually arrived ... is a nasty cheap product that doesn't match up in any way to the original t5 lights my wife and I have. I wish I had checked Trustpilot beforehand ... the experiences documented by others mirror mine. Give Tilley UK a very wide berth!

I too wish I’d read the reviews before ordering. Placed an order three weeks ago now but still no hats. I think I will be cancelling the order and get them elsewhere. What a way to (not) run a business

Avoid - Guarantee Does Not Exist
I tried to claim under Tilley's "Lifetime Guarantee" that they use very prominently in their advertising.
Though the wear my hat was showing after several years was assessed to be covered by their "lifetime Guarantee " I was supposed to pay "handling fees" of in total $70 us,almost a new hat!!
I consider this "" Guarantee"as a fake!!. I will get myself a new hat but it is definitely not going to be a Tilly. My advise: avoid this company, get yourself a hat same quality for less money. They cheat!!