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Tilly's
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1.4 38 Reviews

Tilly's Complaints Summary

4 Resolved
34 Unresolved
Our verdict: With Tilly's's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Tilly's reviews & complaints 38

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5:01 pm EDT
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Tilly's saratoga paseo plaza store took away my daughter's backpack without reason!

My 16 year old daughter was shopping on Sunday morning at the store on Saratoga at Paseo Plaza location. While shopping she had small backpack on.
Evan -store representative approached her and took her backpack from her.
She never did anything suspicious outside of getting her phone out from small front package. She was targeted and her belongings were taken away with $500 camera inside. Upon confrontation with the manger Leah.. whom was extremely rude and disrespectful I discovered she lied. She said she didn't open the back pack and later on she said she did. She said she just peaked inside but my daughter's towel was nicely rolled up as I packed it in for her and it was all taken out. She got caught and called on the lie which she admitted. She had not an inch of apology and claimed this is standard procedure which is incorrect. I've been to this store many times and she can't tell me they collect purses and bags during shopping from people just because. It is unacceptable to TAKE away anyones belongings. My daughter is 16. Evan the guy working there said he is 15! Which I'm not even sure is legal to work yet. Their attitude sucked and I made sure all shoppers present knew the treatment as they all had kids with them which is probably the majority of customers in this store...
It was extremely rude, inconsiderate and I would say potentially illegal to take someones belongings away. Especially vulnerable 16 year old girl that done absolutely nothing wrong. These people represent terrible attitude and if this girl runs this store as "manager" it is pure sad Tilly's employs such.
I have the entire incident recorded and happy to share. I request reason why this happened as this is opening for workers with this attitude to steal from innocent shoppers that just happen to not have insulting attitude and are respectful even when they should not !How would any of you feel if you were asked for your purse just because it looks "fuller" and it was taken away from you.
Unbelievable and unacceptable. These 2 should be immediately FIRED!

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12:02 pm EDT

Tilly's shipping

I ordered my Tillys purchase of 2 bralettes, 1 top and a denim skirt on Thursday, July 13th. I received that order on Saturday the 15th, which is very fast like it should be because their deal was 2 day, $1.00 shipping. But when I opened my package I was missing my denim skirt, I check my receipt everything was on there except my skirt. It was like I had never even ordered it. So I went back onto my Tillys account to see if I maybe forgot to purchase the item, but it was there along with my 1 top and 2 braletes all in one transaction. So I then checked my email to see if they had emailed me telling me that my skirt was on back order or that it was shipping from another place and there was nothing. Now here I am sitting writing this complaint saying that I have still never gotten my denim skirt. I tracked it, and it is not supposed to be here until Monday the 24th, which is 12 days after I ordered my package. Also it is still in Arizona which is the same place it has been in since July 13th. I understand mistakes happen, but maybe a quick email to tell me what the problem is would clear things up especially since the deal on the website was 2 day $1.00 shipping at the time of my purchase. It has definitely been over 2 days.

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5:57 pm EDT
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Tilly's anders from tillys

I went and bought a pair of Sandels on Friday I go back 4 days later and wanted to exchange them or have them damage them out and give me store credit or my money back. The sandels killed my foot when wearing them for maybe 20 min. It took the manager maybe 10 min to realize we were standing there. She was VERY rude and said there was nothing she could do to help me. If I buy a product from your store I expect a little bit of help I'm willing to compromise to come to a solution but she was to focused on getting back to talk to one of her friends then helping me. I have worked retail for many years you CAN damage a product out and at the very least give me store credit back for it. I wouldn't of even thought to return them if they didn't hurt when I wore them. I'll NEVER shop at Tillys again. Parkmeadows store in Denver CO is not customer friendly at all.

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3:50 pm EST

Tilly's [protected]

Hello,

My son ordered pants, the advertised $28.42. They cam back and said they were out of stock and they are now $44. The reflected in stock when ordered. I would like they to please be resent for the advertised price.

Order # t601718191
Order date: 12/30/2016
Rsq seattle mens skinny tapered stretch jeans
Color 585
Size 31x32

Please contact me asap.

Thank you,
Heather guhrke
[protected]

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2:11 pm EST

Tilly's Assistant manager

I went to Tilly's Park Place Mall, Tucson. I encountered Erika Abellard, the assistant manager. I was returning one of three items that I purchased a few days earlier. I had my receipt and the item was unworn. When I purchased the item it was void of a tag. Erika expressed she would do the return, but the item in the future must have a tag. I explained to her that I had not removed the tag. She completely ignored me. So I explained in further detail that I had bought the shirt, and the shirt had remained in the bag until today when I was returning it. I wanted her to realize that in no way had I worn the shirt nor removed the tag. She responded to me by saying in a very condescending voice, I am doing the return, what more do you want? You just keep on repeating yourself over and over. Then she rolled her eyes. I asked to speak to the manager and she said that she was the manager. What I wanted Erika to do is to acknowledge that sometimes items are sold without tags and not accuse me of removing the tag. She missed an opportunity to be gracious to a loyal customer. She instead was off putting, rude, immature, and accusatory. Good bye Tilly's the $1000's of dollars I have spent with you the past is done. You have future lost purchases from a mother with teenagers due to Erika.

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6:39 am EST

Tilly's Unreliable

I purchased a cute bag from www.tillys.com over a month ago. Since it was a Christmas present I ordered long in advance to be sure I'll get it on time.
Last week someone from Tilly's contacted me and said that my order was cancelled because my bag was no longer in stock. I asked about my refund but did not receive a reply. I'm worried about my money and I'm also extremely disappointed about the bag! It's not much time left and now I have to think of another present and I'm not sure if have time to order anything.
I will not buy anything from Tilly's again, they are highly unprofessional and unreliable.

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ElaineThelma
, US
Dec 07, 2016 2:36 pm EST

I used to think Tilly's was the best. They need to better job training in customer service

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7:09 am EDT

Tilly's Still waiting for my order

Ordered $200 worth items from this website and they gave me a tracking number and said that my order will be shipped within 2 days. According to what they said I was supposed to get my order over three weeks ago and still no sign of it. I tried to track my order with no luck. When I went to the tracking site it said that tracking number I used was invalid. I emailed Tilly's customer service and asked for a valid tracking number and demanded some information regarding my order status. They did not reply. When I called they did pick up but I was immediately put on hold and then disconnected. Called again and the same thing happened.

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12:29 pm EDT

Tilly's Manager

We went in to shop because a friend of my daughters got a job at the store in Valencia. We waited for him to check us out when his manager made him take a break and someone else took over. Fine...no biggie. But then, the manager "yelled" at him in front of me and other customers about procedure. I went to the manager, "Billy" and apologized for making him take his break late and explained we requested him to check us out. He then raises his voice to me that "policy is policy". I said what about making customers happy. He said nothing. I explained I am not related to this person and just a friend who is here spending money BECAUSE this employee works there. He continues to raise his voice at me and was rude. I told him I was going to complain to the District Manager about his attitude and rudeness. His reply was "Whatever". Really? Who manages this way. I will never support this company again. I would advise you don't either. And if your teen needs a job, don't work at this place because clearly they don't care how managers are treating our next generation. Sad. I used to like Tilly's! Oh...and I called the District Manager to complain...no call back! Don't shop here.

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Wine Is Good
, US
Aug 01, 2016 5:40 pm EDT

Put the shoe on the other foot. If you were late foe your break and a customer requested you to check them out, how would you feel? Some stores get fined if their employees are late on breaks and lunches. Mind your own business next time.

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12:59 am EDT

Tilly's will never order from tilly's again!

I have ordered an item from Tilly's store and when I received it I was very disappointed with the quality. I contacted Tilly's customer service and said that I want to return the item in order to get a refund. The person I spoke to was absolutely ridiculous! First he said that refund was not possible since my item was on final sale and they did not have these in stock anymore. Then he told that they don't do refunds at all. He literally did everything not to allow me get my money back! I'll never order anything from this site ever again!

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8:02 am EST

Tilly's Customer service is a complete joke!

I received a gift card for Tilly's and decided to order something online. That was my first online shopping experience and it turned out to be a real nightmare. I picked some items and total amount was $60, but the card was only $50 worth. So I decided to pay the remaining sum with my credit card. Something strange happened and I was charged the full amount. I tried to calI them many times and when someone finally picked up the phone I spoke to a lady who was rude and sounded very unprofessional. I explained what happened and she said that I can return everything back but I have to pay the return shipping. I asked her to cancel the order but she said that my order was already shipped out. Then I checked my tracking number and it said "processing”. This company is horrible! Their customer service is extremely ridiculous!

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7:45 am EST
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Tilly's Charged For Returning A Defective Item Twice!

I purchased three items from Tillys for International shipping to Hong Kong: all their orders are dispatched via Borderfree.When they arrived I kept one item, one was defective and the other unsuitable.

I chose rather than returning the items through a third party especially in light of one of the items being defective I would return them straight back to Tillys. I did this and paid the sum of $84.40 HKD for registered post to ensure they received it but when Tillys processed the refund for the returned items even though one was defective and they were returned to Tillys direct not through the third party I was then charged a further fee of $298.41 HKD for return shipping.

I have continually requested the $298.41 HKD be reimbursed to me but Tillys refuse.I will never shop with this company gain and I suggest all other consumers avoid them at all costs.

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Update by KatieJC71
Jan 23, 2016 7:48 am EST

This is fine.

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12:54 am EDT
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Tilly's Customer service and damaged goods

I've only shopped at Tillys.com once and that was one too many.

WHERE DO I BEGIN? Is it the LOUSY customer service? Or the fact that it took 11 days to ship my order out? Sure, the website claims it processing and shipping usually takes 48 hours but only a naive, silly person like me could trust this seemingly "customer-serving" company, right? As if that wasn't enough, my second order was cancelled due to the lack of stock in their warehouse. Now I'm out of a birthday present for my sister(but thank you for telling me 12 days later when I e-mailed, SO HELPFUL). It doesn't end there folks, the bad customer service (no replies to my e-mails) comes with a free round of DAMAGED goods. When I finally received my order, I was more relieved than my usual giddy and excited (I mean wow did it actually arrive? No way?! After 16 days? Who'd have expected that?)

The thing about Tilly's is that they can send whatever junk they want and will not refund you for it because you got it on sale. Even if the sleeve of the sweater was basically a big flap because the threading became loose (see pictures). The return policy explicitly states "All Sales Final on Sale Merchandise". I read on and found it also odd that though regular price items returns were accepted if damaged, the buyer would still lose $7 from their total refund amount. Wait, the buyer has to pay to return something damaged that wasn't their fault to begin with? Other online stores certainly DO NOT have policies like Tilly's and some how Tilly's is the only store I've ordered from that has sent me damaged goods and I'm an avid online shopper, spending probably too much every month online shopping than I should.

Don't shop at Tilly's. Just don't. Waste of time, frustration & money. You'll probably want to return something you received or put it up for sale in hope that someone more stupid than you were, when you decided to buy it, would actually consider buying it from you but then you'd feel really bad about selling something so disheartening that you instead give it to your least-liked cousin or throw it away. I did the latter.

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7:38 pm EDT

Tilly's The worst customer services

I bought sweater from the website www.tillys.com, but the seller provided completely different colour. I contacted the customer services and asked to send the correct. But the seller refused and told me to return the wrong item, and only after that they would sent the correct. And here, our communication stopped. No replies and no correct colour. Total scam. Avoid these ### and share this info.

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11:53 am EST

Tilly's $#*!TY SERVICE RUINS A STORE WITH DECENT PRODUCTS

I moved and no longer live near a Tillys store. So I thought purchasing from the site would have to do for the time being. I maybe buy 4-5 things a year from Tillys. Well that's not going to continue because their online live chat and phone support really sucks. Any time a guy answers the phone they are stupid and not helpful at all. Whenever I try to do an exchange or a return by mail, it takes like 2 weeks to ship back to them because of THEIR prepaid shipping service being terrible and slow. I tried to return an item and just 2 days after I got it, by mail, and then do an exchange. Well while waiting for my package to get back to them, the coupon code expired and I called them twice about it and they basically said "sorry, tough $#*!" and didn't care at all to compensate for it, not even offering free shipping or anything. Just total bull$#*! service. They play dumb about everything, and act like they can't help you. DON'T CALL THEM, JUST GO INTO THE STORE, OR JUST DON'T BUY ANYTHING FROM THEM IN THE FIRST PLACE SINCE YOU CAN FIND MOST OF THEIR BRANDS ELSEWHERE. Because if you have to return or exchange something it's going to be a huge pain in the ###. They also have a 30 day return policy but that DOES NOT ACCOUNT FOR SHIPPING TIME. So there's another reason you get screwed. I only had a jacket for 2 weeks, it took a week to get here and over a week to get back. So instead of giving a refund, they act like you can only get store credit which is then mailed to you in the form of a crappy giftcard. SCAMMERS. The employees are idiots and the companies policies are sketchy. I used to like this store when I didn't have to deal with the customer service, but finding out how the store is run on the inside really changes your overall opinion of the place. For someone like me who buys things online a lot, I am grateful for companies like Zappos, who make customer service most important above all else. Not Tillys though. They are terrible and seem to be run by a bunch of greedy lazy teenagers. DON'T BUY FROM THEM JUST GET THEIR STUFF FROM SOMEWHERE ELSE. NO WHERE COULD HAVE AS BAD RETURN POLICIES AND CUSTOMER SERVICE AS THEM. $#*!TY SERVICE RUINS A STORE WITH DECENT PRODUCTS.

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1:05 am EST
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Tilly's Return process

Return Process is a Complete Ripoff!
I purchased a pair of pants for $50. Pants arrived, 2 sizes too small. Upon return in their "self-addressed, postage-paid" return envelope, the package took over 30 days to arrive back to tillys; it was not trackable even though I noted the tracking number on the return envelope, and my refund was shorted by $15 for this pony express method of return! DO NOT SHOP AT TILLYS.COM - misleading advertisement of merchandise and HORRIBLE return process!

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9:36 am EST
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Tilly's Poor return policy

I purchased a gift certificate Sat. 12/8/12 at Tilly's for my Grandson.
I paid with cash and it was $25.00. I lost the gift certificate in it's little bag. I notified the store on Monday. The following Sat I went into the store, purchased another gift certificate for $ 25.00.
They gave me a copy of my receipt and the number to call at Headquarters if it was not resolved.
I called Customer Service at headquarters, Ron. He would not give me his last name. I asked for a manager, he took my name and said someone would call me. I asked for that name, He said Jennifer, again he refused to provide a last name. He said their store receipt was not good enough for a refund or replacement. He also said the original card was not used.

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Update by KarolJ
Dec 20, 2012 9:31 am EST

I purchased a gift certificate Sat. 12/8/12 at Tilly's in the Hamilton Mall in Mays Landing for my Grandson.
I paid with cash and it was $25.00. I lost the gift certificate in it's little bag. I notified the store on Monday. The following Sat I went into the store, purchased another gift certificate for $ 25.00.
They gave me a copy of the receipt. It was the only receipt for that amount at the time I knew I was in the store.

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Fiorre
, US
Jul 27, 2016 3:07 am EDT

Return process is terrible! Its been 3 weeks. All Tillys customer service can tell me is that I returned the item. Not where the item is, if its been processed, if its on its way back to me, a tracking number or when I can expect it. This was a Xmas gift. I left a month for processing and I doubt Ill get it in time. The kicker is when I addressed the lack of customer service with the rep I was chatting with he "Ended Chat". Absolutely Terrible customer service. First and last time shopping at Tillys. !

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Giginade
, US
Jul 27, 2016 3:07 am EDT

ARE YOU KIDDING ME!? I ordered a XL fake leather jacket and just opened the box to an XS! Made in China, by the Chinese... for the Chinese! If you're a Pygmee or a Lilitputian it will fit you just fine but I'm a 38DD with a flat waist and I can't even close this thing! On top of that I have skinny arms and the sleeves are so tight wearing it would be impossible even if I could fit my rack inside! On top of that the beautiful brown is a hideous dark gold. STAY AWAY FROM TILLYS! The clothes look nothing like the photos. No wonder they prohibit reviews. NEVER AGAIN!

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Crystal5
, US
May 06, 2016 8:54 pm EDT

Tillys is ###ed up! Calumet City Illinois. Manager cheated me out of my points!

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Debra W
, NZ
Jun 11, 2013 6:59 pm EDT
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I am so frustrated with this site, I ordered a pair of women's vans sneakers. I am in NZ but we don't have half sizes in vans which is what I needed so thought I was buying from a reliable site. A few months later my vans are falling apart, I have emailed several times with no response at all, so rude and obviously don't give a hoot about their customer service. Money down the drain, won't be returning here ever!

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9:21 pm EDT

Tilly's They protect identity thieves

I recently confirmed a fraudulent charge made on my credit card at Tillys' website and, when I asked for the name and/or address of the purchaser, I was told that they will not give out any information, including even confirming where the merchandise was sent, as a "matter of policy, because of potential liability." Apparently, Tillys is more worried about "potential liability" to a thief than it is worried about potential liability to a legitimate credit card holder. IF YOU VALUE THE SANCTITY OF YOUR IDENTITY, DON'T SHOP THERE.

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11:30 pm EST

Tilly's Haven't Received Paycheck

I was hired for one of the Event Decor Stylist positions that this company had advertised online in July(2008). I took this position because I believed that it would be a huge stepping stone for my career. The first day of "training" I was left in the office to make "cold calls" for a majority of the day while the owner went to finish running her personal errands. The second day of "training" I was instructed on how to get all of the contracts signed with deposits, no matter what (the owner's "husband" taught that day). A few days later, after no real training (those first two day were a joke), I was expected to hold consultations, and I was told that the owner would not be there because she "didn't care for the type of lifestyle that the scheduled clients lived". The owner's "husband" made it a point to tell me that my consultation (the 1st one I had ever done) was a compete failure until he "happened" to step in, because (his exact words). . . " women would rather talk business & money with a man. . . " Every day after that was more unbearable than the day before, no matter how well I followed his direct instructions, he managed to find a way to tell me that I was not capable of doing my job, then he told me to change my time-sheet because I was working too many hours and he didn't want to pay for all those hours, I didn't. At that point he told me that he would be cutting not only my hours, but my pay as well (my new pay rate was to be $8/hr, how insulting, I have two (2) COLLEGE degrees). This was the point where I decided to cut my losses and leave this hostile environment, to cover himself he sent me some bogus email about me just not being competent enough for this job. My last day was August 13, 2008 and have not to this day (November 13, 2008) been paid for the hours that I put in at that job.

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