Tillys.com Customer Service Issues

I made a purchase on Tuesday, September 11 for over $[redacted] with next-day delivery request. My order number is #[redacted]6. It has been almost two days, and I have not received any tracking information via email yet. I have seen numerous complaints online about others not receiving tracking numbers, processing notifications, or their orders for weeks after buying from Tilly's. I am a regular customer at Tillys and decided to try online ordering this time. I spend a good amount on my boys' clothes. However, the lack of communication from Tillys after placing such a significant order is frustrating. I placed the order during a sale promotion email but haven't received any updates since September 11, [redacted]. This situation is unacceptable, and I am considering seeking legal advice.

Hello, my name is Debbi B. I am a frequent customer at Vans and have spent over $[redacted] on their products. On May 7th, I purchased a $[redacted] gift card for my daughters in Anna, Texas at the Carlsbad store #[redacted] for Mother's Day. Unfortunately, they have not received it yet, and despite reaching out to various parties, I haven't been able to track it since the receipt only shows partial information. I am concerned as I can't verify if it has been used without the full card number. I believe my daughters could really use the gift, and I am hoping for assistance to resolve this issue. The zip code in Anna is [redacted], and I have the following numbers from the receipt: [redacted]******[redacted]. Thank you for your attention. You can reach me at [redacted].

Thank you for informing me about the sale. I visited your San Rafael store 20 minutes before closing after a long day, rushing to gather back-to-school items for my kids. While I understand the desire to close on time, I don't believe it's necessary to blast loud, clashing music to encourage customers to leave. When I asked the manager, Bridget, about this tactic, she mentioned it was a collective decision. It seemed as though the staff made a deliberate effort to hasten customers' departures to finish work promptly, but this approach doesn't promote customer loyalty. The lack of professionalism exhibited at this store is disappointing. Sadly, I now understand why the Northgate Mall is struggling. Best regards, Janice H.

I purchased a pair of rainbow checkered Vans online, making sure to confirm the size before ordering. Despite checking that I selected the correct size (7.5 men's or 9 women's), upon arrival, the shoes were too small. When I tried to wear them, they felt extremely tight, and I couldn't even fit my foot inside properly. Although the tongue indicates the correct size, it seems like either the sizing is off or the shoes shrank in transit. Typically, I understand that new shoes may require some time to break in, but these are too uncomfortable for me to even walk in.

I purchased two men's Champion sweatshirts in size medium from your store, which are still in stock. Unfortunately, the necks are extremely tight, making it difficult to put on and take off. I am not overly large and think a size large could work better for me. The manager mentioned that due to washing, an exchange couldn't be done, even though the neck was snug before washing but not to this extent. This seems to be a common issue with this particular design of Champion sweatshirts, as evidenced by similar complaints on the Nordstrom website reviews. I am not looking for a refund, only an exchange. Champion should address this design flaw and take care of their customers. If Champion is unwilling to help, shouldn't your store step in? Additionally, I recently purchased two women's Billabong sweatshirts that could have been a medium size, but I opted for large for extra comfort while lounging, similar to why I initially chose men's sweatshirts.

I have visited the Tilly store three times this week, and each time I walked in, there was no greeting or offer to help. I wanted to buy a pair of shoes and stood waiting for assistance, but no one came. Today, I went in for socks and a face mask, and again, no one greeted me. I stood in line for 10 minutes even though there were no other customers because the employees did not check me out. Even though two employees were nearby chatting, no one acknowledged me. Feeling ignored and disrespected at the lack of service, I left the items I intended to purchase and walked out. It is disappointing that every time I visit, I encounter such unhelpful and disrespectful behavior from the staff.

Hello, I previously owned a Tilley Air Flo Hat with brim snaps that I purchased about a decade ago in a marine store in Sarasota, Florida. Although my husband adores the hat and I maintain it well, the inside appears to be deteriorating. I am unable to find the hat on your website, and I'm uncertain where to find a replacement in size 7 1/8 for him. Any assistance would be greatly appreciated. Thank you. Best regards, Barbararosenthal513

To the concerned party: My wife recently bought a Nixon Regulus watch for my birthday. When I received it that evening, I realized I already owned the same color. The following day, she tried to return the watch at Tilly's in the Temecula mall where it was purchased. Despite having the receipt, the associate mentioned that watches are considered final sale and pointed out this information was stated on the bottom of the receipt. While we respect the store's policies, it was disappointing that they couldn't provide store credit for the unworn watch after just one day. We are loyal customers and frequently shop at Tilly's for our family's clothing needs, having spent a significant amount at various locations. Unfortunately, this incident has left us with a negative impression, and we have decided not to return to Tilly's in the future. We believe that a more customer-friendly approach could have been taken in this situation. We hope this feedback reaches management to enhance customer service.

I purchased an item online for in-store pickup, but mistakenly got a young kids size instead of the men's size I needed. The manager canceled the online order and assured me I would receive a refund of $31.99, but I have not received it yet. I would appreciate a prompt resolution to this issue. Thank you.

My husband's beloved Tilley Hat, purchased for our 50th wedding anniversary trip to France 6 years ago, has finally reached the end of its journey. Originally the perfect hat for the occasion, it has since admirably served as his go-to fishing hat. Despite our diligent care and following of Tilley's care instructions over the years, we encountered a setback today. The top of the crown has pulled away from the stitching on both sides, revealing the white padding underneath. The fabric seems to have deteriorated rather than torn. I have always washed Tilley carefully in cold water on the gentle cycle, using a large net bag and letting it air dry. Perhaps the seam could be repositioned slightly inward for repair. I am unsure if this issue qualifies for a replacement, but I wanted to share the sentimental journey of our Tilley Hat.

I visited your store to redeem the rewards I earned from purchasing a gift card before Christmas. I was informed that for a $50 purchase, I would receive a $10 reward. I bought a $[redacted] gift card and received two separate emails each mentioning a $10 reward. However, when I presented the emails at the counter to redeem my rewards, the staff couldn't find any information linked to them. Even though I explained that I received emails, they insisted that only one transaction counted. This left me frustrated as I realized I could have bought two $50 gift cards to qualify for both rewards. The staff offered to compensate with a 20% discount, which was not the agreed-upon benefit. Dissatisfied with the resolution, I left the store feeling that the situation was unfair given that I complied with the terms to earn the rewards.

I purchased a pair of Impala skates from your store. Upon initial use, I encountered some issues. As an experienced skater of four years, I first assumed the problem was with the laces not adequately supporting my foot. After replacing them, I still faced difficulties. My right foot tends to veer left, resulting in falls. Upon closer inspection, I noticed that the trucks have screws of different sizes, affecting the momentum. How can I go about returning the skates? Unfortunately, I have misplaced one of the laces after replacing them.