Susan M.

I will never order from Tilly's again based on the customer service I recently experienced. I ordered on 12/10 and was told the product would ship within 48 hours and arrive within 5-7 business days. After not receiving my product I tried to make numerous attempts to contact them by phone. The original message would say "you have a 9 minute hold time" but they would NEVER answer their phone. I ended up holding for 20 minutes each time then a message would come on saying "our store is closed" and then would hang up on me. I called during business hours so I knew this wasn't true. Then I sent an email and it took 48 hours to hear back. I got a standard reply to my email saying the product was out of stock. Thanks Tillys for notifying me of this 2 days before Christmas. Were you ever going to notify me of this had I not contacted you? I have never experienced such poor customer service from a retail store. I mean do they even answer their phone or just put people on hold for 20 minutes then hang up on them? And 2 days to respond back to my email? They left me in a very difficult position on Christmas Eve trying to replace the product I thought I was getting.