Tommy Hilfiger Reviews 482

I’ve had an incredibly frustrating experience with Tommy’s customer service and refund process. After returning my entire order (#31062500337), which included both ankle boots and earrings, I noticed they only refunded me for the boots (£108) and failed to process the £41 refund for the earrings.

I immediately contacted them via email, and they sent an automated response promising to reply soon—but never did. I followed up again, asking for clarification on when to expect a response, as “soon” is vague. Still no reply.

I then reached out via their WhatsApp business service, which promises a response within two hours, but they never replied at all. So far, I’ve contacted them through two different channels with zero response.

Withholding funds that are rightfully owed after a valid return is unacceptable. The lack of communication, unfulfilled refund, and ignored messages make this one of the worst customer service experiences I’ve had. I expected far better from a brand like Tommy, but after this, I won’t be shopping here again. Avoid if you think you might ever need a refund!

I had to threaten them with a PayPal case. Shambolic company!!! Hugely disappointing!!!

I was gifted a Tommy Hilfiger handbag for my 50th birthday from my work colleagues, it came via Very. Less than 12 months later one of the handles has split, the other 3 are ok. The bag isn’t used everyday and is wiped clean when used. Very don’t want to know they have a 60 day return policy. Tommy Hilfiger don’t want to know as it wasn’t bought from them. It’s your brand regardless of where it was purchased I now have a handbag that is useless. To say I’m gutted would be an understatement. Tommy used to be my favourite brand!! It’s disgusting that you are selling bad quality products that don’t even last a year not what I expect Tommy!!!! Very and Tommy need to seriously look at their policies.

I am extremely disappointed with the quality of my mixed casmire jumper. The quality is very poor and is not worth to buy it.
Honestly I regret it to throw away my money in this way.
How can a premium brand be so rubbish?
Will never buy Tommy Hilfiger again.

UPDATE : Still waiting for my refund sent back item 23/12 proof received 24/12 all they do is give poor excuses oh need to wait 10 days blah blah blah been over 10 days & still no refund.

Fuming had to open a PayPal case and now need to wait thank the lord I paid via PayPal what a shambles of a company such a shame as TOMMY WAS my favourite designer SHIT company !!!

I returned an item using the box it came in and provided the return label. Sent via Royal Mail. The item was delivered to their warehouse on December 16th. I contacted them on December 20th and they told me “Rest assured that once your package has been processed by the logistics department, you will be notified via email and a full refund will be automatically issued. Please remember that refund times can take up to 8-10 business days depending on your bank’s processing time.” However, I have not yet received a refund. I contacted them several times via WhatsApp and never got a response. Today I emailed and reconnected with them on live chat and they said the refund has been resolved and will be visible on my bank statement in 8-10 business days, which means if it happens this time I will be refunded almost a month later the item is returned. I have loved this brand for many years, but I will never buy it again! Very disappointed!!

Ordered a parcel for my father’s birthday tomorrow even with allowing 5 working days it should have arrived yesterday but nothing has arrived yet and not I am now out of pocket with no present. Furthermore I tried to use the live chat and got through to an agent called Tania who was of no help and when I tried to ask for a link to make a complaint etc she just terminated the chat. Very disappointed will not be purchasing from yourselves online again.

I am extremely disappointed with my experience ordering from Tommy Hilfiger. I placed an order on the 30th Nov that was supposedly shipped on December 6th, but as of December 18th, I still haven’t received it.

I contacted customer service twice via online chat to inquire about the delay. The first representative was unhelpful, and the second one was downright rude. They simply stated that the issue was "under investigation" and abruptly ended the chat without offering any solutions or an estimated timeline.

This level of customer service is unacceptable for a brand with Tommy Hilfiger's reputation. I expected better communication and a proactive approach to resolving the issue. At this point, I’m left frustrated. It looks like I will need to buy a different Christmas present for my husband!

I will think twice before shopping here again and would advise others to be cautious as well.

This i s a scam! Customer service refused to reply and when I talked to agent they hang up on me. I am waiting to report this as a froud in my bank and report it to Trading Agency.

Appalling customer service. Returned 2 coats using box they came in and supplied returns label. Sent from post office. Not weighed as had returns label.

I was only refunded for one coat. I sent several emails to TH, was told to complete a statement swearing I had returned both coats. Despite doing so I was told only one coat arrived back in return and they could not help me.

Eventually I used Resolver to complain - hey presto - a few hours later I was informed my refund had been processed!

Something very dodgy going on here. Do not order from TH online!

Absolutely rubbish delivery service and rubbish customer service.

Ordered on 2nd December. Website stated 4-5 days for delivery. It's 12th December now - yet no sign of my order!

Contacted customer service - someone called Sandra simply recited the FAQs from the website to me! If I just wanted the FAQs, I wouldn't have waited 20 mins to talk to customer service!

I am leaving for Christmas on 15th Dec and this was supposed to be a present for someone.

They have no warehouse in the UK, so all products are shipped from the Netherlands, and they have no control of when the products can get out of customs.

How can a premium brand be so rubbish?

Will never buy Tommy Hilfiger again.

Awful company. Placed an order for swim shorts. Because I didn't spend 'enough' they charge an extortionate postage cost and promptly inform me once the order was placed that there is a delay in dispatch due to high demand. I requested they refund the postage cost, they decline. I told them to cancel my order, they can't do that because the timescales don't add up. Even though the item appears not to have even been dispatched yet. Ordered on 3rd December. Yes I'm aware I didn't have to order from them and yes they're an expensive brand but you would think, given its their delay because they can't cope, they might have been a little more amenable. Zero customer service

I bought a coat from Tommy Hilfiger website on the 28th November and I was told it'll arrive in 4-5 days. It's the 8th of December and I still haven't received my package!! What's going on??!

Ordered last Sunday yet it’s not even shipped, no updates and customer service are as useful as a chocolate teapot!!! Avoid, no excuses this day and age!

Really wish I'd checked reviews before ordering. Parcel was due to be delivered on 29/11, waited until 03/12 & escalated through their woeful customer service. Was told to wait until today despite the tracking clearly indicating it had been lost. Got in touch today to be told they cannot send me a replacement, and if I want one I will have to reorder from the website, but I dont get a refund for 10 days so will be out of pocket for 2 weeks through no fault of my own. First & last order from Tommy Hilfiger!!!!!!

Thank you my order was well packed ..
Ease of sight description perfect …
Jacket thrilled and my Trainers thank you Chrisg

Package arrived opened nothing in it, could have been Royal Mail ? The bottom of the box is rubbish too things can easily fall out anyone can get their hand in it ! Just dealing with customer service, reading these comments it probably wont end positively.
For a high end brand you expect better !!

Let me start by saying I have been a patron of Tommy Hilfiger for many years both in-store (on first name terms with the team at Bluewater until it closed), and online.
My issue is I purchased an item ordered my normal size but was way to big. I reordered a smaller size but the price had gone up (don't do exchanges) so I contacted customer service, and that's where it went downhill.
First response they hadn't bothered to read my email, sent a standard generated email. I replied accordingly, this time my email was read and basically said you have to pay the new price and we don't do exchanges. I replied asking my now complaint be escalated to a manager, same person replied with the exact same email!! I replied and finally a floor manager replied, you have to pay the price, no apologies for the previous poor service I am a Customer Service Manager for a Luxury Brand, and this is not how you treat your customers!!
I know this is just a typing exercise since they don't reply to any complaints.

Discusting company. Customer service em they have not heard of ....surprised they get any orders
Really you sign up and no discount code . They tell you 48 hours who has heard of that .
They really could not give a dam . Very rude no empathy no help no
understanding. There are better companies out there .
If you fo want TH then next do .John Lewis but personally I'm looking for another company charles Thwaite is brilliant and customer service. Go there.

Placed an order on 23.10.2024 and the delivery times on the website says 4-5 working days. I received an email next day saying that there's a delay on their side and the shoes will be shipped on 28.10.2024. I needed the shoes for 31.10.2024 as I was going on holiday. I contacted Tommy via their live chat and was connected to an agent named Fabio.

He said they cannot do anything to speed up the delivery and that it will take 4-5 days from dispatch. I asked him to cancel the order and he said orders cannot be cancelled once placed. I have to wait until it's delivered and either decline the delivery or return it back to them.

What a waste of time, money, effort and the amount of carbon waste. This is a ridiculous company with no moral compass. Their customer service is pathetic and useless.

On 3 separate occasions I ordered slim fit trousers but was sent tapered fit. On 14 June 2023 I spoke to Customer Service (case 02840355) regarding case 02795755. At that point, I had received two incorrect orders, but was apparently expected to wait indefinitely before reordering.

The adviser told me that he would contact the warehouse and ask for an update on case 02795755, and that I should respond to my refund confirmation for my third order summarising the situation, by which time the warehouse would have responded with an update.

Well, that’s what I did in my email of 21 June 2023 and 1.5 years later I never did receive an update on either case, nor a reply to my email.

Well, my update is that I bought my trousers elsewhere and haven’t bought a single Tommy Hilfiger branded item since and don’t intend to again! In case you’re wondering, Spoke sell incredibly comfortable, custom fit, smart trousers (and other items) and have a very generous returns policy as well as good customer service.

I travelled to the Knightsbridge store on 3 occasions to collect incorrect items and was only met with puzzled, confused, incompetent and unhelpful staff – equally useless!

Are they deceptively marking open cases as closed so that they don’t have to deal with them? Absolute incompetent charlatans.