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Business Profile

Clothing

Tillys Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

Find a Location

Tillys Inc has 25 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.

    Please enter a valid location.

    • Tillys Inc

      10 Whatney Irvine, CA 92618-2807

    • Tillys Inc

      5000 Arizona Mills Circle, Space 56 Tempe, AZ 85282

    • Tillys Inc

      1429 S Harbor Blvd Fullerton, CA 92832

    • Tillys Inc

      2613 W Osceola Pkwy Kissimmee, FL 34741

    • Tillys Inc

      2220 Hamilton Pl #130 Chattanooga, TN 37421

    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 29 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2023

      Type:Product Issues
      Status:
      Answered
      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 allegedly delivered sometime during the AM local time on December 18, 2023, and when I returned home it was missing. I contacted Tillys to report the issue and spoke to someone today, December 20, 2023. I was advised that they would need to submit a ***** missing package claim, and I would be notified within two weeks on whether or not a refund will be issued, as they do not do reshipments. No, this is unacceptable. Issue my refund now.

      Business Response

      Date: 12/20/2023

      Hello!

      Thank you for reaching out to us at Tillys.com. It appears one of our agents has already begun an investigation into this issue, please note these claims can take an average of 5-7 business days. We ask that you please allow additional time for an update or resolution. Unfortunately we are unable to provide a resolution prior to completing our missing package process. As a result we recommend allowing additional time for a update, alternatively you may reach out to your bank or financial institution. Unfortunately Tillys.com is not liable for lost or stolen packages, which is why we must complete our claims process first. Please note that all communication going forward will come from ticket #*******.

      Customer Answer

      Date: 12/20/2023

      The package is missing, therefore I want a refund.

    • Initial Complaint

      Date:12/20/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Bought item, they used a delivery services that never delivered. Know I am responsible for payment. They lied and will not refund me.

      Business Response

      Date: 12/20/2023

      Hello!

      Thank you for reaching out to us at Tillys.com. It appears one of our agents has already begun an investigation into this issue, please note these claims can take an average of 5-7 business days. We ask that you please allow additional time for an update or resolution. Unfortunately we are unable to provide an update or resolution at this time. Please note that we will be merge this ticket with ticket #*******.  All communication going forward will come from ticket #*******.

      Customer Answer

      Date: 12/20/2023

      Because they have caused more stress than try to be helpful. They lied and told afterpay it was delivered. When it wasnt . Refused a refund. I have cameras and nothing absolutely nothing shows other than the medical equipment facility to pick my deceased mothers hospital bed. Tillys would not allow the call to transferred to a higher personal. 
      the item is somewhere still in process but not delivered . They have even acknowledged that. So at the simple principal that they lied i reject there comment. Tracking # TLC46481390A4 has not moved since shipping label was created. 

      karina 

    • Initial Complaint

      Date:12/19/2023

      Type:Delivery Issues
      Status:
      Answered
      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 with Tillys on 11/17/23 and received a tracking number. The tracking never changed from shipping status. I waited 15 days and called Tillys they gave me a ticket number and the agent who helped me said I was not the first one who called that day saying the same thing. He filed the case and magically the shipping company changed the status to delivered 3 days after it shipped. I was asked to send pictures of my front door. I have cameras and I was home. Nothing came. Tillys never contacted me and I need to continue to follow up. It is now 12/19/23 and I have no gifts for my son. I ordered $259. 73. worth of items. I am concerned that this organization seems to be playing some game. I have read several complaints here and on *******

      Business Response

      Date: 12/20/2023

      Hello ****!

      Thank you for reaching out to us at Tillys.com. It appears one of our agents has already begun an investigation into this issue, please note these claims can take an average of 5-7 business days. We ask that you please allow additional time, as our team is currently working diligently to provide an update or resolution. Please note that all communication going forward will come from ticket #*******.

    • Initial Complaint

      Date:12/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchase a pair of shoes online at Tillys.com on 12/08/2023 at checkout I got an error message stating my card number was invalid I did it again and the same error message appeared. So I did it with another card and it went through (order number ********). I noticed a couple of days later I had 2 pending charges (holds) on the first card for a total of $158.22 (two separate charges of *****). I called the customer service line I was told I to wait 7 business days for the hold to be released. I waited and today the system released the charges. However, after the charges were released the system placed the charges back on my card and I made the same purchase today 12/15/2023. The system replicated orginal order. I spoke with ****** in customer service and she explained I have to wait another 3-5 business days to see if the system corrects itself. As a consumer if its a business issue why are consumers penalized for it? All I want is my money for items that I never received or even was allowed to order. I attempted to speak with a supervisor and I was told they dont have direct line and someone will call me back by the end of the day today. I requested a corporate phone number and was told I could only speak to customer service. All Im asking for is my money refunded as the transaction did not go through at all on 12/08/23, in addition I didnt receive any mcerchandise. I hope its not policy to hold funds even though a purchase was not successful at checkout.

      Business Response

      Date: 12/18/2023

      Thank you for contacting Tillys.

      There was an ongoing issue with the web-based software that we use for processing credit card orders. 
       
      We have determined that failed orders on or before that date will attempt to get re-authorized a total of 2 times. After the 2nd attempt the original authorization will expire and not get re-authorized any more. The only exception is if there are multiple failed orders and/or attempts to place a new order and it fails again, then the cycle will continue to happen.
       
      Our team is still working diligently to fix this issue affecting recently failed pending authorizations. We will continue to submit these requests to your credit card company to remove any authorizations that *** have been placed on your account as a result of the failed transactions.  Please let us know if you'd like us to join you the next time you contact your bank, so we can explain these are pending authorizations and we have not collected the funds.  
       
      We do apologize for any inconvenience this *** have caused. If you need additional support, reach out to us at the corporate office;
       
      Phone:?************?Mon - Fri: 7a to 6p PST?Sat - Sun: 8a to 5p PST? 
      Email:***************************************?Allow 24 hours for a response 
      Thank you,  

    • Initial Complaint

      Date:12/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased 7 items from Tillys.com and only received 3 of the ordered items. After contacting customer support to let them know of the issue, they declined to ship the missing items or provide a refund. This is both fraud and theft.

      Business Response

      Date: 12/15/2023

      Hello ******,
       
      Thank you for your patience while we investigated the delivery of your package.  
       
      We reached out to our warehouse as well as inventory control. they have confrimed all items were packaged accordingly. As a result, your delivery dispute for ORDER ******** / ******** is being closed. 
       
      If you feel this package may have been stolen, you may contact your local authorities to file a report. If they reach out to us, Tillys can provide them any information they need to aid in their investigation.
       
      We appreciate your understanding and apologize for any inconvenience this may have caused.
       
      Thank you,

      Customer Answer

      Date: 12/16/2023

      I received one package with a shipping label listing that all 7 items should be included within the package, however in reality only 3 items were included in the box. Someone from your warehouse missed adding the other 4 items to the box, even though the shipping label stated they should have all been included. Now there are 4 items totalling over $100 that I paid for but never received due to a mistake by your warehouse. 

      Business Response

      Date: 12/18/2023

      Hello ******,
       
      Thank you for your patience while we investigated the delivery of your package.  
       
      We reached out to our warehouse as well as inventory control. they have confirmed all items were packaged accordingly. As a result, your delivery dispute for ORDER ******** / ******** is being closed. 

      You may contact us directly, via phone, if you'd like to discuss the situation further. Please reference support ticket ******* and reach out to us at the corporate office; 

      Phone: 
      ************
      Mon - Fri: 7a to 6p PST
      Sat - Sun: 8a to 5p PST?
      Email:
      **************************************
      Allow 24 hours for a response

      Thank you,

    • Initial Complaint

      Date:12/08/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 ordered a Christmas gift online from *******. I was notified through ***** Tracking that my package was delivered. It was not delivered to my address. The ***** delivery driver took a picture of the location the package was delivered to, and it is clearly not my home. At Tilly's customer service request I provided pictures of my home, number address on my home, front door and walkway. The customer service rep for ******* confirmed that my pictures and the ***** picture are not the same. I was told that they would be reaching out to ***** to resolve the problem. I received an email from ******* later that night that the case was being closed because ***** said that they delivered to the correct address.

      Business Response

      Date: 12/15/2023

      Hello ******

      Thank you for contacting Tillys. Your claim is still being processed and has neither been approved or denied. Please allow for some extra time to process your claim. We are currently dealing with higher than normal customer emails during the holiday season. If you like, you may call us and ask for an update on tkt #*******. 

      If you need additional support, reach out to us at the corporate office; 


      Phone: 
      ************
      Mon - Fri: 7a to 6p PST
      Sat - Sun: 8a to 5p PST?
      Email:
      **************************************
      Allow 24 hours for a response

      Thank you,
       

      Customer Answer

      Date: 12/17/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *****************************

       

    • Initial Complaint

      Date:12/04/2023

      Type:Delivery Issues
      Status:
      Answered
      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 with Tillys and received a tracking number. The tracking never changed from shipping status. I waited 10 days called Tillys they gave me a ticket number and the agent who helped me said Im not the first one who called that day saying the same thing. She filed the case and magically the shipping company changed the status to delivered 3 days after it shipped. It is a flat out lie. I have cameras and I was home. Nothing came. Tillys contacted me via email and said Im SOL because it must have been stolen. They are closing the case. I come on here and find out this happens often and Tillys responds the same way to everyone. Horrible of them to steal from their customers. Disgusting and awful company. Ticket # *******. Order # ********

      Business Response

      Date: 12/07/2023

      Hi ******,
       
      We apologize that your package was not received. Your claim for ORDER ******** was approved and we have issued you a full refund of $60.13 for the missing package. The credit will post to your account in about 3-5 business days. We appreciate your patience and understanding regarding this matter but if you have any additional questions or concerns, please don't hesitate to call us at **************. We are available Monday-Friday 7am-6pm and Saturday-Sunday 8am-5pm PST.
       
       
      Thank you,
      Tillys ****************

    • Initial Complaint

      Date:12/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried to make an order and they said there was an error. But they took the money out of my account twice. Im a single mom that was trying to make a purchase for my daughters Christmas. They took ****** out of my checking account twice. After reading their reviews I see that Im not the only one they have done this too.

      Business Response

      Date: 12/04/2023

      Hi ********,

      Thank you for writing to Tillys.com. Unfortunately the order that you attempted to place did not go through successfully on the first attempt. It appears when you were placing the order; the billing address did not match with what you have on file with your bank. That pending transaction you see is strictly an authorization. The pending authorization will automatically fall off from your account within the next 3 to 5 business days.

      We apologize for any inconvenience this issue may have caused.

      If you need further assistance with placing the order, please contact our customer service department at **************. We will be more than happy to assist you in placing your online order. We are available Monday through Friday from 6am-7pm and Saturday through Sunday from 8am-5pm PST. We look forward to hearing from you and assisting you with this issue soon.

      Thank you,

      Customer Answer

      Date: 12/08/2023

      They said that the charges would drop off my account which they did on12/7/2023 and then they charged me AGAIN on 12/8/2023!!! Like how is this allowed! I didnt get anything from them and now my account is over drawn AGAIN!!! Im a single mother trying to keep my head above water during the holidays! Is this a sick joke they like to play on people? Im devastated!! 

      Business Response

      Date: 12/08/2023

      Thank you for contacting Tillys.

      There was an ongoing issue with the web-based software that we use for processing credit card orders. The issue will be fixed soon. Unfortunately this was not an easy fix due to the website coding and configuration involved.

      We have determined that failed orders on or before that date will attempt to get re-authorized a total of 2 times. After the 2nd attempt the original authorization will expire and not get re-authorized any more. The only exception is if there are multiple failed orders and/or attempts to place a new order and it fails again, then the cycle will continue to happen.
       
      We do apologize for any inconvenience this may have caused. This is currently out of our control but the appropriate department is currently working with the authorization site on a fix. You will only see a total of 2 authorizations (one every 7 days) per failed order and nothing past that.  
       
      We do apologize for any inconvenience this may have caused. If you need additional support, reach out to us at the corporate office;
       
      Phone:?************?Mon - Fri: 7a to 6p PST?Sat - Sun: 8a to 5p PST? 
      Email:***************************************?Allow 24 hours for a response 
      Thank you,  

    • Initial Complaint

      Date:11/04/2023

      Type:Product Issues
      Status:
      Answered
      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 never received my order and want a refund please.

      Business Response

      Date: 11/06/2023

      Hi Tess,
       
      Thank you for contacting Tillys. We're so sorry you haven't received your package/item.  We'd love to take a look into why this happened and need additional information to do so. 
       
      This information can only be discussed over the phone, so we ask that you please contact us at **************. We are available Monday-Friday 7am-6pm and Saturday-Sunday 8am-5pm PST.
       
      We look forward to resolving this issue for you, as soon as possible. Call us as soon as you can so we can verify your information and place a package claim. We previously advised you to call us on 10/28/2023, but as of this message we have not received a response from you. Please contact us directly, via phone, as soon as possible. 
       
      Thank you,

    • Initial Complaint

      Date:10/11/2023

      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.
      On 10/04/23 I placed my first ever Tillys order for a watch. Fast forward to today 10/11/23, I receive a notification that its been delivered to the front door, but the picture taken is a picture of my empty lawn, sure enough there isnt anything there! This isnt Tillys fault other than who they pick for their carrier So i go to file a missing package claim, turns out Tillys has it set up so that only THEY can file the claim, so you have to call them first, absolutely ridiculous! Now Im going to have to wait a whole week just to hear whats gonna happen next. This goes against every other business policy of the customer is always right You guys deliberately choose a bad carrier so it will be cheaper on you, but then dont want to believe when they steal your packages!!! Then treat me, the paying customer whose money you still have pocketed, like a lying thief! Forcing me to go and take pictures of my front door, then the mailbox, then from the street having the whole house and mailbox together in the picture, ABSURD! Hopefully something will come of this claim, but in case nothing does I will be leaving this up until my issue is resolved

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