Tilley Endurables Headquarters

I have three pairs of Tilley pants that I’ve worn for 20+ years during my global travels and they are still going strong. I don’t usually do a lot of reviews but I wanted to give positive recognition when it’s due. Well done Tilley!

Lifetime warranty being ignored by Tilley. I have filled out their form twice and called them regarding my damaged hat that is covered by their lifetime" warranty and many months later I have heard nothing from them. Clearly they aren't interested in covering their warranty. Unfortunately this company is using the past quality of the Tilley name to sell product as this company was sold out many years ago. Investment company bought them out now they make buying a Tilley hat a poor investment for consumers. Customer service is none existant."

Had an issue with my hat and they honoured the lifetime guarantee. Kerra was amazing- I went to the beautiful pop up store at Yorkdale for sizing and style as my hat was no longer being made. She was so helpful, knowledgeable and highly customer focused. I had my replacement hat within 24 hours of ordering it online. They really honor their guarantee hassle free. You have a Tilley customer for life! Thank you! Check out the pop up store at Yorkdale. They have rebranded to include fashionable clothing now!

DO NOT ORDER ONLINE, BAD CUSTOMER SERVICE. I have tried to to be patient but basically I returned an item over a month ago and still have not received my refund. I originally ordered one of their hats that came damaged/missed the clasps on the side (pictured) exchanged it for a different type of hat only for the sizing to be off despite ordering the same size, and then returned it. The quality sucks - how can two hats of the same size online be different in size physically? I had high hopes but now Tilley won’t even refund my credit card, literally stealing my money for items I returned.Update: I received my refund from Tilley around a month after badgering them. It was strange because at first the gave me store credit instead of refunding my credit card despite selecting credit card at the refund process so I had to email customer service. Then they said they refunded it but when I followed up after not getting the refund a month later, they said they already refunded me as a gift card… thankfully the circle of confusion ended after one last email when I had to re: previous email that I asked for a credit card refund that finally I got my credit card refund. Save yourself the headache everyone.

Just like all the NUMEROUS complaints/reviews this company has, it's a wonder it's not out of business...yet. I join the many with same issue. Customer service is HORRIBLE. Guarantee for Life" claim is a complete FRAUD. Company wants $20 "handling fee" in order to send a replacement hat....AFTER they tell you to destroy your origional hat by cutting off the crown and sending them proof. Only a fool would fall for this scam!"

This used to be a top notch company, but since they sold out to the large corporation, their customer service has significantly declined. I've been looking for a Tilley mashabke hat in my size since March and keep being told it's two weeks restocking. It's been 4 months and it has been in sale for 30% off. I asked if they would honor the sale price since it hasn't been in stock for 4 months and they flat out said no and provided no explanation as to why it's been 4 months and still no hat. Very poor customer service.

Quality control seems to have gone downhill since I purchased my previous hat. My new hat that was ordered online is 2cm larger than it is supposed to be. They want to charge me a $12 restocking fee to exchange it and I can't seem to talk to anyone who knows anything...I think they have lost a customer. It seems that I cannot recommend these hats anymore.

Great product ,Terrible Customer service. So knowing I have a huge head , I used the Tilly hats Website sizing guide three times to ensure I didn't make a mistake. Even got my wife to help to make sure I was measuring the largest Circumference.Due to the size of my head I even had to choose a different colour of hat because the original one I wanted was unavailable.After waiting on hold I finally get someone who tells me , oh go online and do the returns form. I was told that in no way does their computer systems ever screw up" . Man Microsoft and apple should hire Tilly Tech support then lol.All I really wanted was to expedite the process

Bought 2 T5 and 2 baseball caps online in sale was told needed to add $3 for free shipping.Added wax at $3.99 total $150.99,you now qualify for free shipping.Went through adding details and in total was added $15 for shipping because.Cancelled the order and no reply from customer service.Won't be trying again.

I have had 5 pairs of the classic lifetime warranty shorts.One was warranty replaced and would get some button and stitch repairs every few years but no more. The old store is gone and customer service can only tell me that my shorts are discontinued even after just boiling it down to twisted requesting buttons so I can do the repair myself.End of an era after Alex Tilley left. Time to check out Patagonia.