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Karah A.

  • 1 Review
  • 1 Helpful Vote
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Experience: Clothing & Fashion

Member since December 2019

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1 Review by Karah

12/9/19
The absolute worst experience, please never order anything online from this website. I placed a $140 order on 12/1/19. Tuesday, 12/3/19 I received an email letting me know that my order shipped. Tillys provided me with a tracking number for FedEx. On Tillys website under my order status, it claimed that my order was shipped and received by the carrier (FedEx). However, when I tracked the status on FedEx's site, there was no movement on my package and FedEx claimed that they have not received the package from Tilly's. After 6 days of nothing being updated I became concerned and contacted Tillys customer service about the issue. They explained how there is nothing they can do until the 8th business day (12/12/19) and if I haven't received my package by then, to call back and file a missing package claim. It is now the 8th business day, I called back and had to file the package as missing. The customer service rep asked if I would rather have a refund put back into my account, or a reshipment of the items. I requested a refund considering the fact that every single item I ordered was a Christmas gift and half of the items are now out of stock. She also advised me that the investigation of what happened to my package will take up to 10 business days after I file my claim which would be 12/22/19. There is obviously no guarantee that my items will be delivered in time for Christmas or let alone delivered at all. If I have no update on my package or my refund by the 22nd, I will be calling again and DEMANDING it. If they try and play a waiting game with me for reissuing my $140 back to me, I will not be happy. It also seems that they enjoy not giving back refunds either so I can't wait to see how this eventually turns out. Fortunately, customer service was kind and helpful and overall didn't give me a hard time. After this incident, I did some research and found out that this happens to be a common occurrence to many customers who place orders on Tillys. This is an extremely frustrating situation considering the timing right around the holidays. After years of being a loyal customer to Tillys, I can promise you I won't be shopping here anymore. Absolutely ridiculous that this is such a common occurrence with the same company. Obviously, a change needs to desperately be made. Too sketchy for it to happen this often... so PLEASE take your time to read this review and don't waste your time, money, or frustration trying to purchase items online from this company. Chances are, they will not be delivered.

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