Tillys

I have made 3 individual purchases all have been bad. Let me start with first order I ordered 4 shirts I only received 3 and a women's blouse which i did not even order. Second purchase i ordered 4 shirts in the middle of the process of shipping tillys sends me a message telling me we don't have shirt that was ordered what a inconvenient incident. Now the 3rd and final order i will ever make from them i order items for a family member that was in town the items should have been here before they left now i have to return items to mall or by mail which is not convenient for me since i am 45 min from mall and No access to a printer to return items plus covid 19 has lock down on a lot of business in the area and tilly's will not compensate for their mistakes. Do not order from their website terrible customer service will not help you at any chance. If i could give them no stars or 4 thumbs down i would. Very crappy better save your time and breath you will not get anywhere with this company.

They did not include an item on my package and they are not willing to take any responsibility for it. They want me to dispute the charge with my bank and they do not respond to email or messages.

Horrible experience, horrible customer service. I ordered a green jacket at the end of January. About two weeks later I received the jacket in the mail, but Tilly's had sent the wrong color (their error). When I called customer service to request the correct color, rather than ship out the correct one immediately, they refused to ship it out to me until they received the incorrect jacket back. Their shipping services take forever, and it took almost 2.5 weeks just for the jacket to get back to them (I am on the east coast and they are located on the west coast). Then I had to contact them AGAIN to inquire about get the correct jacket shipped to me. Their customer service basically ignored my inquiry and gave me the standard, pre-recorded answer which was that it would take 5-8 days for an exchange to be placed and then shipped. I was very frustrated at this point and emailed them to ask for a refund instead, since this whole thing was caused by their error in the first place and it was ridiculous that it was now over a month later and I did not have the jacket. They ignored my request for a refund and instead just shipped the jacket. It is now March 11th, nearly 6 weeks later, and I finally received the correct jacket in the mail. I will never shop with them again.

Worst store to buy online clothes. This place is so bad that I wouldn't even want to shop at their store anymore. First I ordered 5 shirts and 2 pairs of sunglasses. They arrived on time however they only shipped 1 pair of sunglasses and not the other. So I ended up returning everything because I ordered the wrong size clothes and had to reorder them online. Since I had to buy 2 pairs of sunglasses to get the deal I ended up reordering the 2 original pairs that I first ordered and ended up returning the 1 pair that they originally shipped me. Now after a week I got my second package of clothes and once again they $#*!ed up the glasses. They ended up sending me a package with the order confirmation paper inside saying that the object inside the package was indeed sunglasses. Well when I opened up the package there was a girls crop top inside? Now I don't know if they did this on purpose or just hired some very stupid person to do their packaging but they need to fire them. They also need to show them a picture of some god dam sunglasses so they know what they are for the future. All in all never order from this place! Unless u want to waste gas on driving back and forth from the store to return all of your $#*!ed up orders.

I really like some of the brands Tilly's carries and they were having a decent sale so I ordered 8 T shirts. This was my first shopping experience so I was excited about the potential for future orders of such great brands. When I got my shipment notification there was only 7 shirts listed and no explanation of why the 8th had not been included. Oh well, I guess it was out of stock... not a deal breaker.

When I received the shirts I opened each one and tried it on, then noticed a small stain on the back of the shirt. I immediately contacted their customer support via phone and told them what was going on. I was then told to send an email with a photo to customer support which I did, including the order number, item number of the stained shirt and all of my info. The response I received back said I could return the shirt, I'm assuming to the store (which is 1.5 hour drive hence the online order) or call customer support and request an exchange.
I don't understand why neither associate that contacted me could not just send me a new shirt that wasn't stained or refund my money. When I buy new stuff that's what I expect to get.

Personally, I want into a Tilly's store in the Chandler mall and a Jansport backpack I wanted, I first saw it online, and it was5=nt in stock. The manager at the store felt bad. She was super nice and ordered it offline for me in the store. All she did was ask me my address, email, and charged me full price for the backpack, 35 dollars also tax, but shipping was free due to the "not in stock issue". I came in perfect condition 1 1/2 days later and I love my new SUPER SUPER SUPER CUTE Jansport CELESTIAL SKY backpack! :) <3

So we ordered $450 worth of clothes here 3 weeks ago. Specifically got 2 day shipping. We placed the order on Monday, so they should have been here on Wednesday or Thursday. On Friday they still weren't here so we tried tracking the order. We clicked the link on the tilts website and it took us to fedex.com. There was a note saying " invalid tracking number"
So on Monday we decided to call costumer service. We were on hold for over 15 minutes. Someone finally picked the phone up and we told her what was going on and she said that three out of the four packages will be there today. Ok so 3/4 packages came that day. I was still a little mad that they didn't get there when they were supposed to. So a few days later I called to see where the fourth package was and someone said "well we don't really know where it is". I was starting to get super frustrated because I was still missing four items. The next week one shirt came in a tiny bag. I was like where are the others clothes. So I call again and ask where the other clothes were and he said " well it looks like the other things you ordered were out of stock" WHAT? They didn't say that on the website? Anyways, they still charged 50 for the four "out of stock" items and 20 for " two day shipping ". Also the fabric is super thin and see through. It looks nothing like the pictures on the website.

Received a gift card for Tillys but did some online shopping since I do not live near any of their stores. Proceed to checkout, total was $53. I punch in my gift card which has $50 and it asks for a visa to pay the remaining total. Turned out, something happened where it charged the full amount on my card. Had to wait two days to call since they were closed. I called I called ten minutes after they opened and talked to a lady who was so rude and sounded so unprofessional. I told her what happened and she said "well, you can try to return but you have to oay $7 to ship it back and if you probably try to reorder it won't be in stock" and I say to her I was trying to cancel the order so I can repurchase it with my gift card and she says "it's already shipped out" I don't get how it shipped out if they've been closed for two days and I called as soon as they opened back up. I go and look at my tracking number and it says "processing, has not shipped" so then I chat with someone online and then he says he couldn't do anything about canceling my order and I can "use my gift card next time if I want" All I have to say is $#*! Tilly's. You guys suck

Despite that the website states they ship to APO addresses, I can assure you this is a well-documented lie. Two shipments (one original, one re-ship) addressed to an APO were returned to Tilly's by FedEx as "undeliverable." One Tilly's CSR completely ignored my question asking what measures were being taken to avoid more delivery snafus. Another CSR assured the re-shipped package would be "delivered as addressed" but not before completely throwing FedEx under the bus. On explaining this to a third CSR on the phone, she said they do not ship to APOs. I corrected her and asked to speak to a manager. The (now FOURTH) manager-level CSR offered to send my shipment to my home address which I confirmed, and when I agreed (because now I have no choice but to ship this to the APO myself) and requested it be overnighted, she said "We can't overnight this to an APO address." I had to remind her that my home address is not an APO. This has been going on for almost a month and to say this is unacceptable is a gross understatement.

"customer Service" is a joke to this company. I was told by one of their agents the website doesn't work properly and lets you order things for pickup that aren't actually available at that store. When I asked him if he though it would be important to fix that he got mad at me, started yelling at me that I was insulting him and hung up before I could let him know he isn't the owner and doesn't need to get huffy about off hand remarks about a website he doesn't own or run. After talking to a few of these angry children on the phone I spoke to a "supervisor" who sounded about 20 years old named Brandon B. Who just wanted to argue with me instead of seeing if he could help me. This company has always been on the side of $#*!ty and not really giving a f*$% about any of their customers, even when I was a teen I was shocked at how crappy their "customer service" is, which is why they are tanking.

Eventually because their "customer service" team wanted to just argue with me I bought the shoes I was looking for at Zumies instead and not only did their website work just fine but I received and email confirmation immediately and a follow up saying my product has shipped. Oh and saved two dollars haha. Do not shop at Tillys and if you do, then encounter an issue, be prepared to not have it solved.

I received great customer service in store at the Roosevelt Field location. I went over the holidays and even though the store was busy, Ashley was very attentive in helping me find a dress for a special occasion. She listened to what I was looking for and while I was trying some dresses on, she searched the store for others I might like and I actually ended up purchasing one of the ones she chose. I also had to return a shirt and that was an easy process.

I have ordered online from them a couple times and shipping is painfully slow. Returning online purchases is much harder than going in store. I called to return a shirt and was refunded the wrong amount. I then called back and spoke to the same person and was refunded the wrong amount again. Finally the last time I called, I spoke to a different person and he sorted everything out.

Another time, I wanted to exchange a product. I sent it back and everything was going smoothly as far as I knew, until they received the product back and said they couldn't process the exchange. I was refunded the money but I don't understand why I couldn't exchange it since the product was in stock. So I just used the money I was refunded, to purchase the item again in a different size. Not too much of a hassle, but an extra step that shouldn't have been necessary. I have now been waiting 10 days for it. Again, back to the extremely slow shipping.

WORST SHIPPING EVER!
My order shipped on December 2nd. FedEx tracking said it would be delivered by the 5th. I checked the site again on the fourth and it said it was in Oregon (I'm in Washington). I checked it again the next morning and it was all the way in MINNESOTA. It was four hours from me and all of a sudden it ended up 1,400 miles away. Then, it said it wouldn't be delivered until the 12th. I check it now, and it says it wont be until the 13th! This is ridiculous. HORRIBLE customer service, also. They were no help WHATSOEVER.

This is more for a specific store in King of Prussia. I called about purchasing a new limited series Hydro flask on Monday 12/7 for a Christmas gift that just came in. I called the store and they said they could put it on hold. I ask about the price and they said it would be on sale on Friday when I could get $10 off for spending over $50. I thought this was a similar deal to another store and said it was ok to put on hold. I show up (Friday, 12/11) and the sales associate could not honor the $10 off as their store says it doesn't apply to hydro flask. I asked to speak to manager as I was not told that over the phone. The manager didn't even come up to register and said they couldn't honor the discount ij any way. Despite my saying that they lied over the phone and my saying I would go to another competitor with a similar price, they did not care. Happy to say that it was their loss as I received my hyrdro flask 2 days later at a discounted rate from their competitor. They would learn a lot if their managers actually cared for business and honored their employees mistakes. They lost me as a customer.