Tilley Tracking Order Status

I recently lost my Tilley wool winter hat, which I had used daily in the Canadian winter for 15 years. I purchased the same hat on the Tilley website and was devastated to receive a knock off facsimile of my beloved hat. Its a completely different hat than the one on the website. The material is this thin wool-ish material that doesn't look warm at all, the sizing is different so it doesn't really fit my head, and the color is changed from the beautiful black and grey speckle herringbone to jet black. Another brand bites the dust. I will no longer tell people that Tilley is the best hat. Its just an expensive mediocre hat. There are much cheaper hats of the same 'meh' quality. Rest in piece my Tilley Winter hat, You are missed and your descendants are a joke.

The hat is fine, i like the hat - but it does wear out. The vaunted Lifetime Guarantee is unduly complicated and includes shipping costs of $20. It was much better - take it to the retailer of your choise and exchange it. If they want more control, why not do the verification process and then provide a certificate to take it to the retailer of your choice for an exchange and save the shipping cost.

Idiotic company. First time using them.. ordered a Christmas present a few days ago from Tilley which was to be a Xmas present for my partner. The parcel was received by my partner whilst I was out, and the box had a Tilley logo very big and bold written on the box, so now the present surprise is spoilt! You would think they would be more discreet this time of year, no??

This is following up my last review. I have now received my replacement hat for free as promised. My experience has been frustrated by the fact that whoever is on the other end of my communucation with the company either does not bother or doesn't have the means, to reply to any questions after the initial report of a torn hat. It seems that the whole process is carried out in their own good time and customer relations is not felt to be necesary. My own experience with Tilley would now advise that 1. Send them the info 2 wait a couple of months 3 wear something else on your head til your new hat arrives

I bought a T3 hat about 15 years ago and wore it always when hiking or fishing. It lived in my car and came to the rescue many times. When a few weeks ago it came out of the wash with two small holes in the front, I contacted Tilley who replaced it with no quibbles. Now that is what they mean with a life long guarantee. What a company, what a hat!