April R.

First and foremost - I have been a loyal customer since 2004-2005. Over 10 years and counting. I began shopping at a store located in Oceanside, CA. Since then I have moved to an area where the nearest store is nearly a 90 minute drive. Therefore, I order online - A LOT. I don't mind the wait, I have never returned anything because I hate the hassle. If an item didn't fit the way I wanted, I simply chalked it up as a learning experience and held myself accountable. Kind of like ordering something new from your favorite restaurant and deciding it wasn't quite what you wanted - oh well, don't order it again? On my last order, I received my package with a GIANT hole. It is one thing to order something and realize it just doesnt quite fit right? But to purchase an item and have the item desyroyed BEFORE you recieve it? The WHITE RSQ shorts in the package are more black than white. Mind you, I paid extra for overnight shipping on these items so I could have them while on vacation. Not only were most of the items received more than 5-6 business days out - the last item received was extremely damaged. I contacted customer service only to have them tell me it would be more than a week for someone to get back with me and they were unable to process a return or issue a replacement item. Then he requests for me to send in pictures - which I understand and fully cooperated. However, I have merely received an automated response saying someone will respond within 24 hours. This was sent on a Thursday. Tomorrow is Wednesday and still no response? I have been going back and forth with this for over a week and getting nowhere. I love tilly's merchandise... but BEWARE their customer service is a joke and in the event you ever find yourself with a damaged item or needing to return - Good Luck getting anyone to even acknowledge you.