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Business Profile

Clothing

Tommy Hilfiger U.S.A., Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 27 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/27/2025

    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 made a large purchase on Tommy.com on April 21, 2025 (Order# **********). The order took over 30 days for Tommy.com to fulfill and ship to me. Now they won't allow me to make a partial return of some of the items. Their customer service department initially responded to my request and agreed to make a one-time exception to their policy, but they have stopped responding to my emails. I've included a timeline below:21 Apr 2025: Order #********** placed (Amex, $454.75).22 May 2025: Order finally delivered (over one month after ordering).29 May 2025: First return request emailed (within one week of delivery) through the ************************** online portal.04 Jun 2025: First response from Tommy Help (***** *.) could not locate the order.04 Jun 2025: I provided full order details (name, address, amount, payment).06 Jun 2025 15:48: Follow-up email after no further response.07 Jun 2025: Reply from ****** *. offering a one-time late return if photos were supplied.07 Jun 2025: I sent photos and SKUs for return / exchange.12 Jun 2025: Second follow-up still no response.14 Jun 2025: I sent a third follow-up and included email addresses for corporate leadership.

    Business Response

    Date: 06/27/2025

    Hello *******, 

    Please accept our apology for service that was below our usual standard. 

    It would be my pleasure to assist you with the return and refund. 

    Our shipping courier for returns is FedEx. If this is not accessible for you, I would be happy to issue a refund for the items you intended to return, and you may keep or donate them as you see fit. 

    Additionally I would like to offer a $100 Tommy Hilfiger E-gift card to you. It can be used on Tommy.com,  or in any US Tommy Hilfiger retail store, and will not expire. Please confirm if you would like to proceed. 

    I look forward to your reply.

    Kind regards,

    ******** *

    Tommy Hilfiger Customer Service

     


  • Initial Complaint

    Date:06/03/2025

    Type:Sales and Advertising 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.
    Better Business Bureau:

    I have reviewed the response made by the business about complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your customer server does not respond to my multiple attempts to contact them through the email provided.

    I'm a US citizen. You are an **************** operating internationally. I have every right to contact you directly for resolution.

      You have deleted my comments from your ******** page and not responded to my Instagram message.

    You have my money and have refused every contact attempt to ******************************************** ********, and Instagram. 

     

    Operating internationally does not absolve you of liability in either country.

    You cannot simply take my money and refuse to help because the order was made on a website I was directed to from a ******** AD from your official account. When you are responsible for your business actions. 

    It shows the lack of customer service you continue to refuse responsibility for your corporate entities. 

     

    simply refund me or provide me with an order #.

     

     

     

     

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 06/03/2025

    The customer contacted ********************** **************** and was advised that he had an issue with trying to place an order on the Tommy ****************** website. Our customer service team only handles orders/ issues that pertain to the US or Canadian Tommy Hilfiger websites. The customer was provided with the email address to the correct customer service team that would assist him - ***************************************************.

     

    Business Response

    Date: 06/10/2025

    After further review of the chat between the customer and the representative, I do see that the customer placed an order on the ************************* website of which we do not have access of visibility to any orders or communication. Please refer the customer to the below:

     

     ***************************************************
    ***************** ************
    Nuestros horarios de atencin son de lunes a viernes de 9:00 a.m. a 6:00 p.m.

    The customer has contacted the US/****** customer service team. My apologies for any inconvenience this has caused the customer. 

    Thank you,

    ********************** Customer Service

     

  • Initial Complaint

    Date:05/05/2025

    Type:Product 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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

     I need Tommy Company to provide proof of delivery and who is the recipient. I have contacted ***** and they told me that only Tommy Company has the authority to inquire.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ***




     

    Business Response

    Date: 05/05/2025

    Dear ****, 

    Thank you for contacting Tommy Hilfiger Customer Service. 

    All our orders are shipped via *** or *****, our contracted couriers. The tracking information on your order shows it was delivered to the commercial address of a third-party logistics company. As we do not have a contract with this company we cannot ensure the proper processing or handling of the order after it is delivered to the address we were initially provided. For further assistance, you will need to contact the freight forwarding company that accepted the delivery.

    The following is listed under our rules and restrictions on our shipping information page here: ***************************************************************************

    Tommy Hilfiger is not responsible for lost or stolen packages that are addressed to a freight forwarding service. Should you wish to use this type of service, you are taking responsibility for any damage or loss that occurs to your shipment. We will not offer replacements or refunds for orders that are reported missing or damaged, that we reasonably believe to have been delivered to the facility. Any order addressed to a freight forwarding service is placed at your own risk.

    Kind Regards, 

    Tommy Hilfiger Customer Service
     

    Business Response

    Date: 05/06/2025

    Good Afternoon Team, 

    Due to this order being shipped via ***** SmartPost and the value not requiring a signature upon delivery, we do not have proof of delivery from *****. 

    As a result, I have successfully processed a credit of $124.72 to your original method of payment. Please allow up to 3-5 business days for this to reflect in your account.

    Should you need any further assistance, please do not hesitate to contact me and I will be happy to assist you.

    Kind Regards, 

    Tommy Hilfiger Customer Service 

    Customer Answer

    Date: 05/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    **** ***



     

  • Initial Complaint

    Date:02/11/2025

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The address you mentioned does not have a unit number. My unit number is 601.  Please fix that in the address. So it goes to the correct person or else I wont get it. Address is correct but missing unit number. 

    I will accept the response when I get the gift card. 


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




     


    r this issue, and I am requesting the BBBs assistance in resolving this matter.

    Business Response

    Date: 02/11/2025

    We apologize for the issue you have experienced trying to use the merchandise gift card.

    A new gift card will be issued and sent to the mailing address indicated below:

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

    Please allow ***** days for the gift card to be received as it is sent through regular mail.

    If you have any issues, please contact Tommy Hilfiger customer service at ************ and reference case number *********

    We appreciate you being a Tommy Hilfiger customer.

    Business Response

    Date: 02/13/2025

    We sincerely apologize for the continuing issues you have experienced trying to use the merchandise gift card.

    A new gift card has been issued and sent to the mailing address indicated below:

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

    I have increased the value to $60.00 CAD, this card can be used in any Tommy Hilfiger store in ****** and will not expire. 

    Please allow ***** days for the gift card to be received as it is sent through regular mail.

    If you have any issues, please contact Tommy Hilfiger customer service at ************ and reference case number *********

    Thank you for being a valued Tommy Hilfiger customer.

    ********************** Customer Service. 

  • Initial Complaint

    Date:12/12/2024

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     I wanted to know why I cannot shop on the Tommy H. online store. I ordered a few tops that were on sale before the holidays and had adequate funds on my debit and credit card. Why did the Tommy H. website reject my credit card, but also simultaneously place holds for the funds on my card? And why did those funds drop off, instead of going through so my order could be placed? No one seems to be able to answer this question. I spoke with a lady over the phone who said "I've worked here for 15 years and this has never happened before." I am truly disgusted with this company. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ******




     

    Business Response

    Date: 12/27/2024

    After review,

    Our billing system shows all pending authorizations were cancelled in our system. We have no available funds to refund as we did not officially charge the card. They were only pending holds, but since no order was actually placed, no permanent charges were issued. 

    If the holds are still showing in your account, we do suggest contacting the credit card company directly. 

    Business Response

    Date: 01/03/2025

     

    We're sorry, but for our customers protection, our security team has protocols in place to screen all incoming orders. We see that your order(s) were declined by this system. We apologize for any frustration this may cause. Regrettably, we are unable to override a decline on any order

  • Initial Complaint

    Date:10/28/2024

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     I have contacted a third-party freight forwarding company,  but they have not received the package yet. The TOMMMY Company is responsible for requesting ***** to provide me with proof of delivery records, such as delivery receipts. And it is responsibility to help me recover the losses.

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ***




     

    Business Response

    Date: 10/28/2024

    Good evening,

    The customer contacted us and they were advised to contact the third party freight forwarding company where they had their merchandise shipped to or to dispute the charge with their credit card company as the order was successfully delivered per Fed-Ex tracking # ********************** on July 9, 2024. 

    Thank you,

    Tommy Hilfiger Customer Service

    Business Response

    Date: 10/31/2024

    Good Morning,

    The customer contacted us and they were advised to contact the third party freight forwarding company where they had their merchandise shipped to or to dispute the charge with their credit card company as the order was successfully delivered per Fed-Ex tracking # ********************** on July 9, 2024.

    Please view our third party freight forwarding policy here: ***************************************************************************

    Tommy Hilfiger is not responsible for lost or stolen packages that are addressed to a freight forwarding service. Should you wish to use this type of service, you are taking responsibility for any damage or loss that occurs to your shipment. We will not offer replacements or refunds for orders that are reported missing or damaged, that we reasonably believe to have been delivered to the facility. Any order addressed to a freight forwarding service is placed at your own risk.

    The tracking to the order on the site may be viewed here: ********************************************************************************************************************

    A signature was not required for the delivery of this package due to the value. 

    Thank you,

    Tommy Hilfiger Customer Service

    Customer Answer

    Date: 11/03/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     Your company should be responsible for safely delivering packages to the designated address and should assist customers in obtaining proof of delivery from the courier company. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ***




     

  • Initial Complaint

    Date:09/26/2024

    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.
    Today 9/25 I came to return an item at *****, located at *************, ************. Which is around 40 minutes drive from my home. I reached to store at around 7:05pm EST today while store closing time is 8pm EST. There were three associate at counter but they declined to support. I begged to associate to help me as I came from far with my 4 yr old little one and actual closing time is 8pm EST but they said we dont have associate to support you. There were three assocites on counter but no one willing to understand my pain. Very disappointed with this perticular store associates and their behavior.

    Business Response

    Date: 09/26/2024

    Thank you for bringing this recent experience to our attention. We sincerely apologize for the inconvenience that was encountered during a visit at one of our retail locations. It is truly disappointing to hear that our associates were unable to assist, especially considering the distance that was traveled. We understand how frustrating this must have been, and we take these concerns very seriously. Please be assured that this will be addressed to ensure our service meets the standards our customers deserve. We will continue this conversation directly with the customer. Our **************** team is currently in contact with the customer through case reference number ********, and we are committed to resolving this issue. Thank you.

  • Initial Complaint

    Date:04/24/2024

    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 work at a Retail clothing store and I'm a Area Supervisor I purchased a jacket and lost my receipt. I was told that they could look up my receipt if given day time and upc. I do daily at my job. I called and asked the store to do what I was told they could do. When I did I was told they could not do this I spend an awful lot of money for them not to help me out. I also had to return a pair of shoes at journeys with the same problem and they took care of me instantly and when I told them they explained they could do it but obviously did not want to. I love Tommy Hilfigers merchandise but if this does not get handled I will no longer spend my hard earned money there. This has never happened to me before. The item has all original tags and has never been worn. I am highly confused as to why they said they could look it up and send it to me via email for them to tell me they cannot.

    Business Response

    Date: 04/24/2024

    Dear *****

    Thank you for contacting Tommy Hilfiger **************** regarding a poor service you recently encountered at our store. 

    Please accept our apology for service that was below our usual standard.

    I am going to send you a separate email requesting further details of your experience with the store and the return. 

    We appreciate your loyalty to Tommy Hilfiger and know that your next visit to our store will be a positive one. 

    I look forward to further assisting you. 

    Kind Regards, 

    ****************** 
    Tommy Hilfiger ****************

Tommy Hilfiger U.S.A., Inc. is NOT a BBB Accredited Business.

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