Tilley Endurables Reviews 183

Placed an order, never recieved it. Contacted Tilley to be told to be patient. Was given a tracking nr saying a label had been created and a fornight later still nothing had happend. Contacted tilley for a refund however had to get the bank involved to get my money back. Buy from the high street if u want a tilley, do not buy from their website. I waited a month before trying to get my money back. Really not happy as it was meant to be a present.

Only online order if you want to receive your hat for summer 2025.
Placed an order 2 months two months ago and still awaiting my order. Required it for my summer holiday which has been and gone. Do they only ship in from China when an order is placed ? Don't they believe in having a UK warehouse to hold stock for UK customers?
Shambles, very poor customer service. Suggest they stop sending daily emails trying to get more custom and concentrate on clearing their backlog of existing orders.

I wish I’d read the reviews before ordering. What happened to this company?? The hats themselves are great, the customer service however is shocking. Placed an order, after 10 days still nothing, so I chased them up. They claim they are having issues with their ordering system, then the next time I chased them it was because stock was coming from Canada. After 19 days I cancelled the order. Ordered the same hat from outdoor gb which arrived the next day!

Called and left multiple emails. They do not reply. Used to frequently purchase Tilley. NEVER AGAIN!!!proper customer service is imperative at this price point.

quoted 20 day dispatch times is so poor anyway, but mine like so many others on this site not yet dispatched well after this delay. Couldn't even say when it would be. Email enqs take up to 5 days . Meanwhile I have been sent a marketing email to buy more hats nearly every day for a month .... desperate stuff

I tried to claim under Tilley's "Lifetime Guarantee" that they use very prominently in their advertising.
They ignored my first 3 emails and eventually dismissed my claim saying the "Grommet Patina" wasn't covered under the guarantee?
The "Grommet Patina" is the metal that surrounds the air holes. If this isn't covered what is?
They will obviously do anything to avoid honouring their fake guarantee.
AVOID THIS COMPANY LIKE THE PLAGUE!!

I seem to spend a lot of my time complaining these days and not learning to read reviews. Like other reviews still waiting for my hat even though it is over the estimated delivery time (although of course Tilley have said that it is 'estimated' so essentially 'how long is a piece of string') - lots of excuses but still no hat and as needed for my holiday not great. In future will stick to usual stockists who are reliable.

They offer you a 20% discount which doesn't apply to any oc the hats you put in your basket so it's an out and out con! Think they were good when they were made in the UK but now it seems they are made in China so are just expensive junk. Will buy similar from a UK manufacturer who gives genuine discounts as this crowd are a joke!

Bought a LTM6 hat just over 18 months ago with what was stated as a lifetime guarantee and registered the purchase with Tilley. It was advertised as a product that would float, unfortunately it blew overboard last week when I was sailing, after about 15 seconds it sank! Contacted Tilley and a long story short they kept sending me polite messages but really didn't want to know and actually put in writing that they are aware that the hat could sink. Their solution was to offer me 30% off a new hat, about £15 more than I could buy it online elsewhere. Bottom line - guarantee and product description not worth the paper its printed on in my opinion, how is this company still in business!

Avoid buying online from Tilley at all costs. 3 weeks later and no hat or updates. The phone lines are not answered and no response to emails.

Having had a Tilley hat for 20+ years, I thought I would purchase one for my teenage daughter and treat myself to a second. I wish I had read Trustpilot first. Two weeks down the line, there's no sign of my order, no email update, no one answering the phone when I have called on multiple occasions (and no option to wait in a queue), no one answering my email enquiry or my Facebook enquiry.

TILLEY - WHERE'S MY ORDER...& IF YOU CAN'T DELIVER, WHERE'S MY MONEY?

Email communication is poor, borderline condescending and certainly indifferent.

The 7-10 WORKING days lead time is risible and pathetic in this day and age!

If they’re that busy, they can afford more staff.

It looks as if the company doesn’t read these reviews and if it does, shame on them for ignoring them and failing to make improvements!

I recently lost my Tilley wool winter hat, which I had used daily in the Canadian winter for 15 years. I purchased the same hat on the Tilley website and was devastated to receive a knock off facsimile of my beloved hat. Its a completely different hat than the one on the website. The material is this thin wool-ish material that doesn't look warm at all, the sizing is different so it doesn't really fit my head, and the color is changed from the beautiful black and grey speckle herringbone to jet black.

Another brand bites the dust. I will no longer tell people that Tilley is the best hat. Its just an expensive mediocre hat. There are much cheaper hats of the same 'meh' quality.

Rest in piece my Tilley Winter hat, You are missed and your descendants are a joke.

The delivery times are atrocious......

Ordered three hats, it’s been 15 working days, they say dispatch within 7-10 working days, contacted them via email and Facebook messenger just got standard response, if you try to phone they will just cut you off saying all operators are busy and to email them, do not order it’s very stressful and you will loose your money as they take that straight away, for me it’s £96

Christmas 2023. Buy their jackets. These are really well made, down and wool. Emailed customer service to check on an item. It is now April 2024,and their customer service hasn't bothered to reply. The items were returned in December within the Christmas time limit.It is sad because I had to scramble,and buy other gifts. Replacement gifts,stuck with a Canadian company, the other, US, both loved by the recipients. Mountain Warehouse,also U.K.owned has terrible customer service,along with inferior product quality as a bonus in MW case. Hilco Capital doesnn't retain the Tilley in Tilley.

I am really unhappy with the lead time to receive the offered goods from
Placing the order. The website states 7-10 days to dispatch, but the reality is almost 3 weeks including all the weekends and courier add ons. Why not state 2 -3 weeks? Too late for my walking trip 😩😩😩Customer services unable to help at all

The hat is fine, i like the hat - but it does wear out. The vaunted Lifetime Guarantee is unduly complicated and includes shipping costs of $20. It was much better - take it to the retailer of your choise and exchange it. If they want more control, why not do the verification process and then provide a certificate to take it to the retailer of your choice for an exchange and save the shipping cost.

Customer service rep at 800 number in Canada was rude. Answered questions but not in a friendly manner.

I ordered socks. The Fed Ex package arrived on my doorstep empty. Tilley claims it is a porch pirate and therefore not their problem. They say I should file a police report. Why would a porch pirate open the envelope, steal three socks, reseal the envelope and leave it on my doorstep? Tilley is a true ZERO.