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          Business Profile

          Designer Apparel

          Tilley

          Headquarters

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Designer Apparel.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            19/12/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I placed this order about a month ago and it hasn't shipped yet I have emailed customer service many times, filled out and submitted online Tilley contact form and tried calling customer service many times and cannot get a hold of anyone When I called today it goes straight to voice mail now Has the store, business gone out of business or what?

          • Initial Complaint

            24/07/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            my Tilley hat developed discolouration and wrinkles on the top after using fly repellent. I tried to remove the stain but was unable to do so. All I need helpful suggestions or a replacement,

          • Initial Complaint

            23/05/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I purchased a hat from Tilley because they guarantee their hats for life. The hat fell apart with normal wear so I attempted to submit a claim online. The online form does not work. The website clearly states that all claims must be submitted through the online guaranteed for life portal and does not give any contact information to provide assistance. I would like to exchange the hat. Please send me a form or instructions to submit a claim for exchange.

          • Initial Complaint

            10/02/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            We purchased a Tilley hat from their website on September 16, 2022; it was received on September 21, 2022, but it did not fit. Tilley has a free return policy VIA ***** and we returned the hat in perfect condition, following all the instructions on September 22, 2022. After not receiving the refund of $117.94 on my credit card, I attempted to reach Tilley. They did not respond to 6 voice mail messages, and 4 email messages. I forwarded the Return Tracking Number to bot Tilley and *****. ***** informed me that they show the hat was lost during shipment, but that it was Tilley's responsibility to refund me the $117.94. Still no response from Tilley, so I filed a Dispute with my *****card who claimed that Tilley said that we had never returned the Tilley hat. This has taken 5 months and many wasted hours. * *** **** **** ** * ****** ** *** *** *** * ********** **** I provided all the supporting documents to Tilley and *****cards and ****** **** *** *** ***** ** **** *****

          • Initial Complaint

            09/02/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Starting on October 19, 2022 I made a claim with Tilley for a defective crown insert for my hat. I submitted the requested pictures and information by email, and the warranty replacement was approved. I submitted my address per Tilleys request and was told the replacement would be sent. On October 31 I notified them the replacement had not arrived, they asked me to wait one more week for delivery. On November 10 I notified them it had not arrived, was told it would be resent. In December I called and spoke with a live representative who assured me again he would get this taken care of. February 2 I again notified Tilley that no replacement was sent, and they again asked for patience and said it may take a while to receive it. I notified Tilley again that I have been trying for 4 months to obtain the crown insert, and was told I would have to pay $12 to have a tracking number added to the shipment. Tilley Representative stated I should go buy my own foam from a fabric store and cut one out. I would appreciate it if you would help arrange the delivery of the warranty replacement crown insert as promised. I have all emails to back up these discussions, and can print and send them if needed

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Years in Business: 45

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          60 Gervais Dr

          North York, ON M3C 1Z3

          Get Directions
          Visit Website
          (800) 363-8737

          Customer Complaints Summary

          11 total complaints in the last 3 years.

          4 complaints closed in the last 12 months.

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