Tilley Endurables Arvostelua 

Tilley hats are excellent products, seriously let down by extremely disappointing delivery delays and customer service support.

My first order last month took two weeks between ordering and delivery. My second hat order has been acknowledged, however, over a week later it does not appear to have been dispatched.

Emails are automatically acknowledged informing one that due to the “High volumes of enquiries”, expect a response in “7-10 days”. Telephone enquiries are only ever answered by a machine message and then disconnected. After two days of patiently redialing the Tilley telephone number, one becomes extremely disillusioned by the total lack of customer support.

In this day and age due to the lack of business acumen displayed by Tilley, one has little choice but to order elsewhere.

Just echoing all previous negative reviews!!!
Frustrating and feel like I'm wasting my time.

Have been trying to get a replacement hat under lifetime guarantee since June, seemed to be making slow progress now no response to e.mails at all and any phonecall just goes to a message saying try e.mail.
Now mid September and they’re now checking stock for my replacement standard Tilley hat, nothing special but- that was a week and a half ago!
Finally got my replacement hat aat end of September, took 3 months, 32 e.mails and numerous waste of time phonecalls.

I am trying to register my newly purchased hat, but it keeps asking for the purchase date, which I have put in. Emailed Tilley over a week ago, no reply! Has anyone else had this problem

1. The hat arrived promptly, but I was puzzled by a couple of things so I sent them an email. Auto reply saying we're very busy. No response to my question, so after a week I sent another. Same auto reply & no answer to my questions.
2. I tried to register for their lifetime guarantee. They insist on - not just the day of purchase but the exact minute! If you don't add this you can't complete the entry. Then they want the Invoice number and Receipt number. Have I been given these??
There is nothing on any of the paperwork that is labelled "Invoice number" nor a "Receipt number" - but Tilley demand you supply them, or else you can't register for your guarantee.
I assume every customer faces the same problems, so wouldn't it be a good idea to fix this?

My last review was 9th July. I finally received my replacement hat under the guarantee for life on Friday 18th August. My initial contact with Tilley UK was the 14 June. Their customer services do get there in the end, not a quick service. The new hat does not have the guarantee for life which says it all. I’m very pleased with the replacement hat LTM5 Airflo.

Bestelling werd nooit geleverd. Deel van de bestelling werd na 2 weken geannuleerd en vervolgens na een maand de rest van de bestelling. Aankoop kosten teruggestort (+), maar de shipping cost a 15 GBP niet. Ga er maar vanuit dat de shipping altijd betaald of een product geleverd wordt of niet. Klanten service geeft niet thuis (ook niet verwacht als de annulering van een levering een maand duurt). Had Trustpilot moeten lezen voordat ik ging bestellen. Was een fan, maar nu nooit meer een Tilley ...

Having bought a couple of Tilley hats a few years ago I decided to take advantage of the current special offer and purchase another. My previous hats were different sizes so I decided to not only measure my head but work out from my purchases the best fit size. I ordered in June a 7 5/8 size hat and awaited delivery. Received the item within the week in a nice cardboard box, very professional and appropriate for an item of supposed top quality. The hat was fine but a bit tighter than I would have wished. I therefore e mailed Tilley asking advice as to what they would suggest.
That was early June' having sent numerous more e mails and e mails on their web page etc all I have received back is a missed call saying that they will contact me later that day which they didn't. So the situation continues no interest from Tilley, I have an item which is questionable and am now out of my 30 day return period due to no response from the company. Does Tilley not realise that customers are hard to get and even harder to keep but I can't understand why Tilley is committing retail suicide. Reading Trustpilots reviews on this company amazes me their reputation from a number of years ago is trashed by non existent customer services and what appears to be a now second rate product possibly made in China. I bought my previous hats because they were made in Canada. A word of advice Tilley, you appear to be going for profit before quality which has been a graveyard for many companies so beware.
I wonder if Which magazine would be interested.

So disappointed at the change of style. The LTM5 is my favourite summer hat - my current one is my 4th (one lost at sea, 2 just lost) but I am really disappointed that the styling seems to have completely changed. My previous versions were more sculptured down the back and at the front. The current version is much more flat and the edges seem to turn up rather than down. I thought this may be due to the packaging and have washed and tried to remodel it but to no avail. Looking at their website it seems as though this is a conscious change in design and indeed they seem to be trying to appeal to a younger “more trendy” customer - although how they think having a model wearing the hat so badly and, frankly, looking embarrassed at wearing it is going to sell it to a new set of customers and not alienate their existing customer base perplexes me. I also see that the light stone hat no longer has the olive green under brim - useful to dull reflected light into ones’ eyes. I assume they are no longer proud of these hats being made with Canadian “Persnicketiness”? It seems to me (and others on facebook/twitter etc) that the brand has changed and that is a great shame. I’m sure their original loyal customer base would be happy to pay extra for the original style of hats. I’ve tried to contact their customer service but they haven’t responded - or published my review of my latest hat on their website! It seems the original owners sold the company a couple of years ago. I hope they made a lot of money creating such a great brand. I expect the new owners will lose a lot of money by destroying the brand. Such a shame.

Pretty good website so ordered Tilley women's sun hat online. Cost, with p&p, over £44. After 2 weeks of my order confirmation there was no tracking or record of dispatch. Emailed after reading many negative reviews on Trustpilot, asking for a prompt response or I would go to PayPal & Trading Standards. Today just received email saying 'Order Cancelled'. No explanation or proper form of address. Dreadful. Time wasted. Don't bother with this company. Since writing this review earlier an email has come this evening explaining that the hat is out of stock and cannot source more. Therefore order cancelled.Not sure if something has happened at this Cornish based office but perhaps now they are starting to function properly after so many adverse reviews. Here's hoping, as clearly there are many dissatisfied customers.

I ordered a new Ultralight T5 Classic from Tilley on July 5,2023. I wore the hat a couple of times and it got wet during some light rain. The eyelets which the head strap go through began to turn blue all around the eyelets. Contacted Tilley and asked about a return for this hat.
The message I got back from Tilley and I quote "wash around the eyelets with toothpaste or isopropol alcohol to remove the stain'. They mentioned that the eyelets are made out of brass and this happens- huh this supposed to be high quality.
What every time it gets wet I am supposed to get out my toothbrush and clean around the eyelets.
Obviously they do NOT stand behind their product.
Rather expensive lesson I learned in order to not buy a hat from Tilley for what I thought was going to be a great hat.
Their 'Lifetime Guarantee' is bogus.

1* for not answering emails, not answering the phone and delivery delays. I now regret placing my order with this company.

Despite paying a lot for postage I have no confidence that my item will arrive in time for my trip after I received the following message:

“Just a heads up – to keep you in the loop – we are experiencing high volumes of orders so you may experience a slight delay regarding your order’s shipment. We are working hard to get your order dispatched as soon as possible. If you haven’t got the time to wait – no problem! Let us know and we can cancel your order for you.”

There was no mention of any delays prior to the order being placed, and the item was in stock, so it’s a poor show in my opinion. Agreed, I can cancel my order but when do I get my money back?

I would not recommend ordering from this company based on my recent experience.

Terrible, are they still in business, they keep trying to sell me more, everyday I get an email, web page broken, no tracking information, they don’t answer calls, emails, requests for information, what is going on with this company, it’s meant to be a premium product and deserves a premium service, quick to take the cash ! 10 days and nothing !!!!!!

Now sent experience to BBC Watchdog to look at, so many negative reviews can’t be wrong !

They could improve hugely by just answering their phones. I have called numerous times over 4 days and same recorded message every time.

Purchased a dress online which was too big. Called for a return label and repurchase in a smaller size. Everything was super efficient and speedy. Entire process took less then 10 days. Love the quality! Will buy other items and recommend.

Regret placing an order with Tilley - email advising order delayed - by how long I do not know. Customer Service is non existent- no reply to emails, cannot call to speak to anyone. Meanwhile they have my money and I have nothing!!!

Customer service is a joke. There is no contact number or online chat for customer support. The only channel is email and it's a black hole.

Don't trust the sizing guide, you have more chance of getting the right size by guessing.

Delivery times for online orders are ridiculous. I've ordered and received stuff from China in less than half the time it takes Tilley to ship stuff to the UK.

The only positive is that the returns process works well enough.

My experience is based on multiple orders and returns trying to get two hats the right size.

Spend your money some where else.

A former iconic Canadian company has sold its soul to China. I recently bought my second T5MO Airflow hat ( the first being manufactured in Canada). If I had realised if it was made in China I would never have bought it. It is NOT the same quality and the brim is about one centimetre wider than the original so in effect it's a wide brimmed hat now.
Also it is no less expensive even though it is now mass produced at a fraction of the cost to Tilley.
This is my fifth ( and definitely last ) Tilley hat.
I am bitterly disappointed.

Non existent customer service. I recently purchased 2 hats and tried to register the guarantees. However you fill the forms in, submit but nothing happens. I emailed 3 times via the form on the site and twice outside the site and have had no response. I tried phoning but the recorded message just says email. They obviously have no interest in their customers!

Absolutely disgraceful customer service. No hope of getting through on the phone. Emails promise 3 day response. Thats a joke. Lifetime guarantee another joke. Been trying 6 weeks now to claim.