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Business Profile

Designer Apparel

Tilley

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Designer Apparel.

Complaints

This profile includes complaints for Tilley's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Tilley has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Tilley

      60 Gervais Dr North York, ON M3C 1Z3

    • Tilley

      1 - 116 Square One Shopping Centre Mississauga, ON L5B 2C9

    • Tilley Endurables Corporation

      3176 Abbott Road, Bldg A Orchard Park, NY 14127

    • Tilley

      3176 Abbott Road, Bldg A Orchard Park, NY 14127

    • Tilley

      900 Don Mills Rd Don Mills, ON M2C 1V6

    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:28/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of original transaction: 6/10/2016
      Amount paid to the business: $84 not including tax
      What the business committed to provide you: 50% loss insurance program at the time of purchase, lost, stolen, fading, damaged, etc.
      The nature of the business: The company is saying they no longer offer that service.
      Whether or not the business has tried to resolve the problem: they offered to provide me with a 20 percent discount on a new purchase. That was not the case upon the original purchase.
      I still have my receipt and provided it to the company. I do not feel the company should be able to change their warranty after a purchase has been made as it was a deciding factor in me buying the item to start with.

    • Initial Complaint

      Date:18/02/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online in Nov 6th 2024 and it was never delivered to me. I have called them and submitted an email inquiry several times through the contact info on their website. They will respond to the email inquiries stating “ à refund request has been submitted” but so far, no refund. They never respond to phone calls. Please help me get a refund. The amount spent was $489.44.
      Thank you.

    • Initial Complaint

      Date:13/01/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order was placed on 11/29/24. Order did not ship until 12/24/24. Once the order arrived it was not correct. I am missing two bath towels that were ordered and paid for. I sent an e-mail to customer service on 1/1/25 and 1/6/25 to alert them that there was an issue with the order. I also called and left two voicemails on the customer service phone line alerting them to the issue as well. I have not gotten any response from the company for resolution.

    • Initial Complaint

      Date:02/01/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Tilley hat on December 5, 2024. It said it would be delivered within 5-7 business days via *****. I have still not received it as of December 30,2024 as I am writing this. I received an order confirmation, but no confirmation that it had been shipped. I have called the company twice with no success, and have also emailed them twice with no response. Their email says that they will respond within 24-48 hours. I emailed on December 18 and 24 2024 with no response. I am hoping to receive the product (ideally) or get a full refund for the product.

    • Initial Complaint

      Date:19/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:24/07/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:23/05/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:10/02/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:09/02/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

    Tilley is NOT a BBB Accredited Business.

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