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The good, the bad, and the ugly - discover what customers are saying about Gilly Hicks

Welcome to our customer reviews and complaints page for Gilly Hicks. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Gilly Hicks.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Gilly Hicks's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

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12:05 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Gilly Hicks Horrible customer service

I called their customer service for a price adjustment. The representative explained to me that they can only do price adjustment on regular priced item which is ridiculous. Then I explained to them that it's only going to cost them extra money if I return and repurchase it with the new price. I asked to talk to a supervisor and got told all the supervisors are assisting other customer, I offered staying on hold but guess they just don't train their representative in a well manner. She fired up to me saying they have a lot of customers on line to be assist with. I marked down her name and couldn't even find a proper email to complain to.

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6:38 am EST
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Gilly Hicks Poor Customer Service

Dear Management:
On December 23, 2011, I placed an order with Gilly Hicks online store. I paid a total of $95.12 to receive my shipment the day before Christmas. The package was wrapped and placed under the tree as a gift. Once the gift was opened, we immediately noticed that one of the shirts was missing a letter from the logo.
I immediately emailed Gilly Hicks to inform customer service of the ridiculous stitching error and how upset I was that I spent extra money to receive items before Christmas and part of my order was defective. Surprisingly, I did receive a response in a timely manner; however there was no apology or any kind of compassion offered for the mistake made by your shipping/packing department. The response I received implied that I was a longtime associate of the representative. The response began with “hey.” The email was not informative or professional, nor was I educated on the policies and procedures that Gilly Hicks has for shipping defective items. Apparently it must be stated somewhere in extra small fine print that anytime Gilly Hicks ships defective products, it is the customer responsibility to pay for the item again in order to receive a replacement, and the customer is to wait patiently until Gilly Hicks decides to credit their account for their screw up.
I mailed the defective shirt on December 27, 2011 and received the replacement shirt on December 30, 2011. I was charged $31.49 on January 3, 2012. I received an email on January 4, 2012 stating that my return was acknowledged and it can take up to 21 days to be credited. It would have been nice to know that beforehand.
Just as I thought the nightmare with this order was over, I received another email today informing me that order #233508 has shipped and I am being billed $15.95. I am completely confused as to why another shirt is being shipped and even more so, who authorized these charges against my account? As of today there is a total of $142.56 charged to my account, and only $95.12 was authorized.
I placed another call to customer service tonight in search for an explanation for the additional shipment and was told by a representative (Kendrick) that he has no idea why another shirt was ordered. I requested to speak to a manager or a supervisor to get clarity on the ordering/returning procedures for Gilly Hicks but was told that the managers do not take calls. At this point, I am wondering why there is a number for customer service when absolutely no one is available or knowledgeable to assist the customer.
I am highly disgusted with Gilly Hicks and am demanding that the charges for the defective shirt ($31.49) and the shirt that was ordered and billed to my account without my permission ($15.95) be credited immediately, for a total of $47.44. I refused to wait to be refunded for items that I did not order and items that were defective.
An immediate response is requested, or I will seek further action.
Sincerely,
Sherri Lynn

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Rh D
Caerfyrddin, GB
Jul 24, 2013 5:03 am EDT

Purchased items online from Gilly Hicks and needed to return one item because the colour wasn't as expected.
Visited our nearest store (60 miles away) and took the item to be returned. Told that I could only be refunded the current price of the item. I had paid £19.99 and would receive £12.99.
On returning home, looked at the terms and conditions -can't see this mentioned.
So BEWARE

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riya1512
, US
Mar 27, 2014 3:04 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I agree with the above complaint.They give the worst customer service.There return policy is also not good .I ordered from Gilly Hicks online of worth $50 & wasn't sure that all their stores are closed.Now to return or exchange one thing i need to pay $7 for shipping after which also i am not sure whether i am going to get a perfect size.I lost my $50.

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