Tilley Endurables Reviews 183

I purchased a hat a few years ago, but unfortunately, the metal button used to secure the attachment has rusted. I reached out to your company, but I was informed that it would not be replaced or repaired. I must express my disappointment with this level of customer service, as I expected better support for your products. As a result, I have decided not to place any further orders with your company. This experience does not align with the expectations set by your advertisements.

I was given A Tilley Endurable hat as a gift. The front visor was bent downward at almost a 45* angle when worn. I contacted Tilley customer service and although the original tag was still on the hat and I had received it as a gift, they would not accept the hat back for exchange. They tout a lifetime warranty but you better not try to use it.
Poor customer service.

Total service failure: Tilley Clothing and FedEx logistical incompetence.

I am profoundly disappointed by the delivery experience following my recent purchase from Tilley Clothing. Despite the brand's premium reputation, the choice of FedEx as a delivery partner has resulted in a complete breakdown of service, and a subsequent abdication of any support from Tilley's customer "service".

My order Order # AU19908 / Tracking 398231237233 has been characterized by multiple failed delivery "attempts", complete lack of alternative pick up options, "cancel it then" abandonment by Tilley (with no offer of a refund), disappearance into FedEx "systems" then mis-scans at FedEx depot telling me my address was wrong, incorrect FedEx support telephone numbers from Tilley and finally multiple calls to the local FedEx depot to try and resolve matters. As it stands there is still no resolution.

Tilley appears to have outsourced their responsibility to a partner that is either incapable of, or indifferent to, basic efficiency. I have no confidence in their ability to fulfill orders to Australia reliably. I strongly advise prospective customers to seek alternatives until Tilley can guarantee a competent logistical chain.

Bought a Tilley Boonie hat in Jan 2026. The Chinese manufacturing shows. What a piece of junk. Tilley support was useless. I wore it once and it fell apart. Now it’s used and they won’t take it back plus they want me to pay the shipping. I guess I’m trying the glue gun or pitching it. Junk. Don’t waste your $$$. This is defined what happens to what was once a decent company when they outsource.

19 days after order placed, no updates to status and remains unfulfilled. Shoudl have bought from other companies - now missed the sale price and have no hat.

Avoid using Tilley online direct. Dreadful.

So sad. I bought the hat with a lifetime warranty from the original company. It's since been bought and sold twice, and it shows. A friend asked about my hat, this is what I wrote - "Morning! I've got a Tilley, which has a lifetime warranty. Expensive at £70 but I've already claimed my warranty once and it's a life goal to claim at least twice more (every 15 years). The replacement is notably lower quality though, for example the brim edging went floppy really quickly. I, of course, bought some hat wire and opened the seam and it's okay again, but sadly I would not recommend any more. The original had more detail of higher quality, the replacement has material fraying around one of the (thinner) brass eyelets after only a year."

This is my second time purchasing from Tilley. The first time, I bought two hats — the packaging was elegant, and I was very satisfied. However, during my second purchase of three hats, the packaging became much simpler, and one of the hats had poor workmanship with visible stitching issues.
When I contacted customer service to return just that one defective hat, I was told I had to pay for the return shipping myself, and the original shipping fee would also be deducted. This has been a very disappointing experience.
It feels like Tilley’s current management has changed — the company no longer has the same Canadian quality and customer care it once had. The products now feel like lower-quality replicas, lacking the fine craftsmanship that used to set Tilley apart.
I will definitely not make a third purchase, and I cannot recommend Tilley anymore.

When I bought my Tilley 30+ years ago It had a lifetime guarantee saying that it would be replaced at any store that sold Tilley Hats. That has changed. It hadn't occurred to me that Tilley would not have to fulfill their promise for 30+ years. Now I have to fill out a form, send my dissintegrated hat in and pay for the return of a new hat. I'm really sorry to all the people to whom I raved about my Tilley.
I WILLNEVER SAY ANOTHER GOOD WORD ABOUT TILLEY. I'LL TELL EVERYONE ABOUT THE FALSE PROMISE IN THE GUARANTEE.
Seems like a scam to me.

Lifetime warranty is non existent and branding it on the inside of the hat is tantamount to miselling.

They don't have a clue...what my order status is, if it has been shipped or even if the order has been filled. I get 6 different excuses from 6 different 'service' agents. And they send a survey asking how they're doing??? WTF happened toTilley??

I would give zero stars if I could. Purchase three packages of shirts from Rona. They would not warranty their product. They said go back to Rona with your used shirts. They know that would be embarrassing. This company will not stay in business very long as blue collar is tight and everyone I know I was able to share my experience.

I would give zero stars if I could! Took way too long to deliver and eventually arrived whilst we were on holiday and too late to return the item as outside 30 days from the date of order.

We contacted Tilley who just quoted their website to us and couldn’t have been less helpful.

Appreciate we didn’t read the small print but surely returns allowed 28 days from the date of delivery would be more appropriate.

I placed an order with Tilley following a barrage of advertising emails from them. They took the money from my credit card immediately, but I never received the merchandise I had paid for. I contacted them several times, especially after I got an email saying my package had been delivered. Although I reported that I had not seen any package from them, they insisted it had been delivered. Even after I sent them a picture of my front door which was demonstrably entirely different from the delivery photo they had (different house, and from the looks of the construction style, different neighbourhood), they refused any further communication with me. DO NOT BUY FROM THEM ONLINE!!

Tilley famously guarantee all hats for life. In the terms and conditions it is stated that a non waiver handling fee has to be paid. Unfortunately they don’t tell how much the handling fee is until you make a claim against the guarantee. The handling fee is in fact £20. This is probably how much the manufacturer charges Tilley for a new hat. So in actual fact you are buying a new hat at cost price. Not exactly free is it?

I wish I could give this company two different reviews. I love the Tilley ankle socks and even after 20 years or so, they're still good quality.

Wish I could say the same about their customer service. Oh my heavens is it bad! For starters, there is no way to cancel an order once it's submitted. I needed to re-do my order because something went sideways with the shopping cart. I contacted customer service within minutes. It took 2 follow-ups and 4 days for them to get back to me. Only then, it was too late. My order had been shipped - with no notification, by the way, so I couldn't modify my order.

Tilley love to say their hats are durable and guaranteed for life but has anyone managed to get a replacement ? I doubt it. I've had 4 in 12 years and never managed it. My first Tilley bought in 2011 i still have it , it is in tatters , has my name and phone number written inside it , they say "how do we know it's yours? you could've just found one". my 2nd is a hemp hat dropping to pieces they say take it back to the shop you bought it from which no longer exists. I now have a waxed bucket & twc7 outback hat. they're good hats but don't kid yourself they'll have your back when they fall to bits. register away they're not paying out forget it

Placed an order on June 10 and took 5 days to process. Package was sent out on June 16 and I had to send multiple emails and voice messages, and wait multiple times on the phone to speak to a rep.

Finally got on the phone with someone and informed me that addresses cannot be updated (which i know is possible, as per fedex) they just cannot be updated by the customer.

The agent had a bit of an attitude, was not listening to what i was saying, and simply resorted to having the package returned to the facility.

Truly a unique experience in which I would not recommend anyone ordering from them.

After 15 years I decided to replace my Tilley MashUp summer hat, I ordered the same size as my existing one, on arrival it was a bit loose and the Khaki was more Cream but decided that as it was the same size on the label I put it away until "Summer" and hoped after a few washes it would "settle in" . Some time later after wearing it a few times it was much looser than my original and so was charged £9+ for adjusters?
By far the biggest disappointment was to find it was made in China ! Well done Tilley, after buying 4 hat's over the years you just lost yet another customer

Placed an order 10 days ago, still no Hat, no dispatch advice, no nothing.
You can only contact Tilley UK online, Their emails and web chat are AI bots, not customer service personnel, which give no meaningful reply apart from saying we are busy at the present time.
The hat should have been delivered with a free gift of cooling insert, but they were able to email me to say that they had run out of the free gifts.
I have ordered the same Tilley hat from a high street retailer and it is being delivered today, less than 24 hours since I placed the order.

I have tried to cancel the order, but it would appear that it may still be delivered and I will have to send it back before I get a refund.
In short, Tilley may make good hats but their customer service is none existent. Buy their products from a High Street retailer or Amazon. Do not buy direct, you will be disappointed.

I’ve been waiting for days to get an answer from customer service. I was about to make a significant purchase but wanted some clarification and no one from Tilley had the courtesy to answer my emails. This is not the first time I’ve had an issue with this company. However, it is the last time I ever try to give Tilley my business.