• Tillys

Tillys

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Overview

Tillys has a rating of 1.56 stars from 303 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Tillys most frequently mention customer service, gift card, and business days problems. Tillys ranks 424th among General Apparel sites.

  • Service
    54
  • Value
    56
  • Shipping
    55
  • Returns
    46
  • Quality
    52
Positive reviews (last 12 months): 6.7%
Positive
1
Neutral
0
Negative
14
33
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • The lady from customer service said well it seems to have been lost in transition.
  • Their payment gateway was not accepting gift cards for some reason on Friday evening and their response was hilarious.
How would you rate Tillys?
Top Positive Review

“New Balance Sneakers”

Jennifer B.
6/7/23

Ordered new balance sneakers bc could not find my size anywhere, but found them on Tilly's. Shocked over all of the bad reviews too bc I honestly am very pleased! They look great, feel great and am very happy with my purchase and the quick shipping.

Top Critical Review

“Shady Business”

Jennifer P.
12/8/23

On Friday 12/1/2023 I tried to order Christmas gifts for my daughter, they said there was an error so I checked and everything was right so I hit submit again. Still an error. I checked my bank account and they took the payment twice. Called customer service they were rude and told me it was my banks fault. Waited until 12/7 for the charges to drop off my bank account. They dropped off on 12/7 and midnight 12/8 they charged me AGAIN for stuff I didn't even get! This place is a joke! Don't EVER order online!

Reviews (303)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (124) gift card (12)
Thumbnail of user jlmccombs16
1 review
0 helpful votes
February 15th, 2024

My son is very particular about the shirts he wears. He received a $75 gift card as a Christmas gift. I created a brand new account to order what he selected when his gift card. I even paid for expedited shipping. Somehow some other address in another state was the shipping address. As soon as I saw I contacted customer service. First I was told it was probably a fake address and the items would be returned to the warehouse and I could resubmit my order. Then I was told to file a local police report (even though it was sent to a different state), then I was told it was my fault and they weren't liable. There's no other address on my account. There's zero reason it should have a different address in another state. I tried calling and was told the person I was emailing with was the supervisor and there's nothing they can do. So now we are out $75 and have nothing to show for it.

Service
Value
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Thumbnail of user jenniferp3085
1 review
0 helpful votes
December 8th, 2023

On Friday 12/1/2023 I tried to order Christmas gifts for my daughter, they said there was an error so I checked and everything was right so I hit submit again. Still an error. I checked my bank account and they took the payment twice. Called customer service they were rude and told me it was my banks fault. Waited until 12/7 for the charges to drop off my bank account. They dropped off on 12/7 and midnight 12/8 they charged me AGAIN for stuff I didn't even get! This place is a joke! Don't EVER order online!

Thumbnail of user courtneyf253
1 review
0 helpful votes
December 16th, 2023

Was charged 3 different times on my account of $63.89. I called and they said I would have to wait 5-7 days for the money to be placed back into my account, so while waiting for my money to be placed back into my account they for some reason charged me a 4th time a whole week after even placing the order. I have two of the $63.89 transactions back in my account but never received the last one. Don't order from here. Listen to the other reviewers. This place is a nightmare and so is customer service.

Tip for consumers:
Yes this place is ran by a bunch of crooks

Products used:
North face shirts

Service
Value
Shipping
Returns
Quality
Thumbnail of user terrik266
1 review
0 helpful votes
January 2nd, 2024

I order 2 shirts for Christmas.
January 22nd and I didn't receive him until January. The second the shirts are very thin and cheaply made and the caller was supposed to be a burnt orange which is actually looks like red. I have no one to give them to since the people had already went back home. So i'm just going to donate the junk.

Products used:
Shirts

Service
Value
Shipping
Returns
Quality
Thumbnail of user thomast2139
1 review
0 helpful votes
December 19th, 2023

I placed an order with Tillys and received a tracking number. The tracking never changed from shipping status. I waited 10 days called Tillys they gave me a ticket number and the agent who helped me said Im not the first one who called that day saying the same thing. She filed the case and magically the shipping company changed the status to delivered 3 days after it shipped. It is a flat out lie. I have cameras and I was home. Nothing came. Tillys contacted me via email and said Im SOL because it must have been stolen. They are closing the case. I come on here and find out this happens often and Tillys responds the same way to everyone. Horrible of them to steal from their customers. Disgusting and awful company. Ticket # *******. Order # ********

Products used:
DID not receive!!!

Service
Value
Shipping
Quality
Thumbnail of user nitra2u
1 review
4 helpful votes
September 9th, 2023

My daughter NEVER received her shoes and my case was closed with Zero concern with not receiving my purchased item or a refund. No one has reached out to me since all of this has happened other than the agent that initially opened the claim. I definitely will not shop here again and anyone that asks me about your company will definitely get my honest opinion…which is you suck!

Service
Value
Shipping
Returns
Quality
Thumbnail of user mela133
1 review
2 helpful votes
August 8th, 2023
Verified purchase

I bought a metal shelf and it arrived pretty much mangled - one whole side smashed. Sent it back immediately with their return label - tracking said the got it over a month ago, they say almost 3 weeks ago, and they STILL won't refund my $. They just ping pong you between departments and then email saying wait another 5-7 business days. They're basically out there stealing money.

Tip for consumers:
They continually obfuscate until you give up

Products used:
Bookshelf

Service
Value
Shipping
Returns
Thumbnail of user christianb664
1 review
2 helpful votes
May 4th, 2023

This was a really disappointing order. I purchased shoes online and they shipped it haphazardly, there was no packing in the box and the shoes were all rattling around. They barely taped the lid closed. Inside the shoe boxes were damaged and someone used tape to try to repair them. Shoes were clearly worn as there was hair in one of them. Would not do business.

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Value
Shipping
Returns
Quality
Thumbnail of user hayaaring
1 review
1 helpful vote
April 16th, 2023

The first time I ordered from Tilly's I got an email saying my order was delivered. However, I never actually received the order. Long story short, after contacting customer service, it was determined the package had been stolen. Fine, it happens. It sucks, but it happens. The second time I ordered from them I waited over a month for my order to be delivered. Contacted customer service and luckily they did give me a refund but why wouldn't they reach out to me and let me know there was an issue?

Products used:
None, my orders were never delivered

Thumbnail of user murryb8
1 review
3 helpful votes
April 17th, 2022

I bought this belt on 4/12, wore it 4/15 for less than half a day before it snapped. Took it into Tilly's for a refund with receipt, however the sales associate denied the return as it did not have the tags and simply said "call customer service". This place expects customers to keep all tags in hopes it's not defective; and they do not stand behind their products.

Thumbnail of user chloeadams056
1 review
4 helpful votes
April 19th, 2023

This was the worst experience I have ever had with a company do not ever shop here. I ordered two items that were clearly in stock and many other sizes in each shoe, I waited 12 days to see if they would ship. They never did so I called and the lady was being very rude and then proceeded to send me an email that said my order was canceled but they gave me 20 percent off one item like that means absolutely anything. Overall never spend your money here it's the biggest waste of time and the worst experience I have ever had in a business. Do better. If i could give zero stars I absolutely would.

Tip for consumers:
Terrible company

Products used:
Didn’t even get any of my items.

Service
Value
Shipping
Returns
Quality
Thumbnail of user alexisb675
1 review
6 helpful votes
June 23rd, 2022

I recently ordered a pair of dr. martens(not a cheap purchase) on Tillys website and when the delivery day came, nothing arrived. I reached out to both delivery services and customer service and they were no help at all. There was absolutely no record of where my shoes were delivered which is extremely weird to me. Do not shop online here, you will not get your stuff. If I could give a negative rating, I would. Thanks for nothing.

Thumbnail of user samanthar776
1 review
2 helpful votes
January 3rd, 2023
Verified purchase

I never received my items. I have been working tirelessly to try and resolve this issue and no one will help me.

I contacted your support staff twice now about this (the last time being Wednesday, Dec. 21) opening a claim to get in touch with the shipment company. I was told they would call me with more information and I would be able to get a refund for my order since no items ever arrived but would not get a confirmation email, just a phone call. I never got the phone call. Due to the holidays, I am reaching out for a FOURTH time now to get some sort of solution to this issue. I'm very upset that this isn't being taken seriously as this company has been one I purchase from before and liked your brand. I would really like some assistance for the inconvenience of spending my money on your products and getting no products in the mail.

I have been calling for days and have been trying to resolve this with no response and no one is helping me via email support. Your website chat is closed, and your contact support page takes me to a 404 error. Please advise. I am not normally one to complain but this is ridiculous that no one will help me.

Service
Value
Shipping
Returns
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Thumbnail of user michellev862
1 review
1 helpful vote
February 25th, 2022

Terrible customer service! Package wasn't delivered to mailroom in condo complex, it was left "at gated
Driveway" in a large city and they refuse to refund. DO NOT purchase anything from this company! Buyer beware!

Service
Value
Shipping
Returns
Quality
Thumbnail of user terrip278
1 review
2 helpful votes
December 15th, 2022
Verified purchase

I would love to rate it 0.0 but it won't let me so I have to rate it 1 star :( I placed an xmas order and indicated it was delivered but never recieved. 3 calls later and my dispute was closed by Brandon who seems to be a manager without resolution. 4th call back and still no resolution but expecting yo hear back after more research. They only contact by email and no real customer service or resolution. Please don't order from them because you will never get resolution if you don't get your order. Your on your own for fighting to get your money back. :(

Products used:
None. Never received items and they don't care and closed ticket. You have to fight with your bank to get money back

Service
Value
Shipping
Thumbnail of user benj579
1 review
2 helpful votes
January 9th, 2023

I ordered pants online that never came. I called the company several times and put a tracking order on the item to see what had happened. They claimed that the package had reached my city and there was nothing they could do to help me. I lost around $35 on pants that never came and they did not reimburse me with credit or give me my money back or do anything.

Thumbnail of user danamariacraig32
1 review
2 helpful votes
August 22nd, 2023

My son ordered $160. Worth of stuff after working his $#*! off all week and he wanted to buy a sell something and he gets to check out he presses proceed puts his information in for his payment. They take the payment but then it says error on the order. So not only did they take the money but they didn't even place an order. So now he has to wait 5 to 7 days before he can get his money back to even try to proceed another order. I suggest you don't highly recommend that you do not even go to Tilly's online because they said it's a hit and miss and then a lot of customers are going through the same thing. I don't see how they're still in business. I will not give them a rating if I don't have to

Tip for consumers:
Maybe fix your website because your website sucks. Now too many people are going through the same thing and you have no warning that you may have problems ordering from you guys. My son works too hard for him not to be able to get what he ordered. This is pathetic and unprofessional

Products used:
Didn't get to get anything because the order was a error so the order never went through but the payment went through. So now he's out of money for 7 to 12 days. I guess I don't know that's BS. Never will ever order another thing from you guys ever again

Service
Value
Shipping
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Thumbnail of user annam1572
1 review
10 helpful votes
October 26th, 2021

I ordered a pair of shoes from this site a month ago. When the delivery date came I never received them. I called both FedEx and Tillys customer service lines and they said that the package was delivered and it never was. They filed a lost package claim but it got denied and they tried to cheat me out of my money. I reached out multiple times and they did not help; said I would get store credit but never received it. DO NOT ORDER FROM THEM. They will steal your money.

Service
Value
Shipping
Returns
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Thumbnail of user tylerc264
1 review
3 helpful votes
January 23rd, 2021

This board arrived with a fat splinter/chip and a scratch on the deck that clearly has happened before being shipped... I will never order from tilly's again. First time, last time. Bummed because I was planning on going out to skate today... never thought I would get screwed like this... sending return label and won't get my refund for 2 weeks! Talk about getting shafted. Never again.

Tip for consumers:
Don't order from them, damage was done prior to shipping. Box was perfectly fine. They don't care about how they send it. Sucks cuz I had the day off to receive item and now its damaged. Furious

Products used:
Nothing, damaged item

Service
Value
Shipping
Returns
Quality
Thumbnail of user gavinj59
1 review
1 helpful vote
June 16th, 2023

The website is slow and clumsy. Your favorites are not saved and will all go to waste randomly. Overall bad experience and I do not recommend shopping there.

Tip for consumers:
Terrible website.

Service
Value
Shipping
Returns
Quality
Thumbnail of user toullousel
1 review
0 helpful votes
December 4th, 2022
Verified purchase

I ordered a Breakfast Club t-shirt from Tilly's Online, and it came with two to three stains on the front of it. I had to send back the damaged merchandise, spending my own money for a bag; and I had to call them to get the return postage because their online software for returns could not find my order, even though I was reading the order number off of the receipt and zip code off of the bag in which it came. They also still charged me for the shipping of the faulty product, so I lost $5.95 for that. If I could, I'd give them 0 stars, since I am irritated about this. I would never shop with them again, and this was my first attempted "purchase" with this shoddy company. I've had so many good experiences with shopping online for t-shirts, so I didn't look for any reviews, a mistake that won't happen again. Don't shop with them; they're horrible! I've bought approximately 50 t-shirts in the past 4 to 5 months. If you want good t-shirts for fair prices which--so far--have come undamaged: Liquid Blue, TeePublic, Printerval, Redbubble, and Amazon have all been good to me. This is the first t-shirt I've needed to return, so I guess 2% (1/50) is not too bad as far as luck. I can't really speak for these companies' returns because I've never had to return a shirt, but I would expect them to be better...one would hope.

Tip for consumers:
Don't use it.

Products used:
T-shirt

Thumbnail of user jamonem
1 review
4 helpful votes
June 21st, 2021

I will NEVER order from this company again. Order was stolen from my house while I was out of town. Took way longer to deliver anyways, took almost 2 weeks. I waited daily for this package. Just to have not get it and them say there's nothing they can do about it. So now I'm out almost $200. Worst customer service I've seen in awhile. As I see for the reviews I'm not the only one complaining. This review has nothing to do with any particular store just the oy place I saw to review them. F--

Products used:
Shoes and shirts

Service
Value
Shipping
Returns
Quality
Thumbnail of user valeriap49
1 review
1 helpful vote
June 16th, 2022
Verified purchase

I purchased about $80 dollars worth of clothes and never received the package. I placed it on 6/1 and was told it was delivered 6/2. But I wasn't even able to view the tracking so I didn't know it was delivered. When I did contact them they said I waited too long and had to file a claim. Then waited a week just to hear back from them after filing said claim. They didn't even contact me, I had to contact them. After explaining my situation they reluctantly agreed to give me store credit but I DIDN'T EVEN GET THAT EITHER! As a single mom that $80 bucks really makes a difference and I'm really disappointed. All that hassle for nothing. I should've read these reviews before placing an order. Never making that mistake again. There are other companies that do care about their customers so I recommend taking your business elsewhere.

Tip for consumers:
Go elsewhere!

Products used:
I bought clothes online.

Thumbnail of user deew194
1 review
4 helpful votes
June 29th, 2021

The absolute worst customer service experience that I have ever encountered. I ordered a package weeks ago and they provided no tracking number, I had to call to find out. Then when I finally got a hold of fed ex they told me it won't get to me until another week when I was told verbatim in the store that I will receive the package in 3 to 5 days the most. HORRIBLE. Now I am stuck purchasing another gift at the last minute. NEVER AGAIN

Tip for consumers:
don’t

Service
Value
Shipping
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Quality
Thumbnail of user rossh192
1 review
0 helpful votes
September 7th, 2022

When I joined on line I was offered 20% off my first purchase. When I bought something they did not discount me and their answer was, quote, "NOT AVAILABLE ON THAT ITEM' con.

In my cart it advertised "SPEND $4.01 OR MORE AND RECEIVE FREE SHIPPING' but it did not show as a deduction and the representative said "Free shipping on orders over $49".

Not a reputable company to deal with in my opinion and after many e-mails to them they discounted nothing. One would have thought they would have given a 'goodwill' discount but nothing from them. Con

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