Order not received

Tilley Endurables - Order not received
Fed ex said hat was delivered 3 weeks ago. I do not receive. Contacted Tilley multiple times via email and one phone call. They are following up with fed ex and filed a claim saying they would be in touch. I have not heard anything as far as resolving. I emailed and said they have my money and the issue with fed ex was between them and had nothing to do with me. I should not have to wait until they hear something from fed ex. I am very disappointed and just want a refund at this point. I thought by going through Tilley, I would have a good experience. Not the case.

User's recommendation: Order from Amazon or another company with better customer service.

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#3725693 Review #3725693 is a subjective opinion of poster.
Woodbine, Maryland

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I have worn Tilley hats for a few years and they used "to be guaranteed for life (replaced free if it ever wears out)". This used to be free, you show up at store and the store handles the replacement. Cost to you - a trip to the mall. They have stopped stores doing this. Now you have to mail the hat to them with the prepaid cost of having a replacement mailed back. They now have the right to reject your request for replacement, if they choose. In spite of their increasing cost, now replacement is not free nor easy, in spite of what they write, sow, or tell you.
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#1717900 Review #1717900 is a subjective opinion of poster.
  • Nice hats
  • Terrible service
Reason of review
Warranty issue
Preferred solution
Free replacement

*** Customer Support

The amount of time I have wasted on this is infuriating! E-mails take longer than 48 hours to respond despite what their auto-response says. 1-800 number either tells you to leave a voicemail to a mailbox that is full or your going to wait on hold for a half hour before you can reach a real person. The 416 number asks you to enter an extension or access the directory. The directory appears to be empty. Website lacks information on your on-going returns For a company that has such good reviews they really put up a lot of road blocks to prevent you from speaking to a living person. Its so far taken over 2 weeks to get a resolution.
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#1568393 Review #1568393 is a subjective opinion of poster.
Winder, Georgia

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