SmallBizGenius Analysis
Tillys receives overwhelmingly negative feedback regarding its online order fulfillment and customer service. Customers frequently report issues with orders not being delivered, incorrect items being shipped, and difficulty obtaining refunds or assistance from customer service.
Category Breakdown
Scores based on analysis of 96 recent reviews
Shipping and Delivery Issues
1.5/10Numerous customers report issues with their orders not being delivered, despite tracking information indicating delivery. Many mention receiving delivery photos showing incorrect locations or generic images, and express frustration with Tillys' lack of assistance in resolving these issues. For example, several reviewers state their packages were marked as delivered but never received, and Tillys refused to offer refunds or replacements.
40 reviews mention thisCustomer Service Problems
2.0/10A significant number of reviewers describe negative experiences with Tillys' customer service, citing unhelpful representatives, long wait times, and unresolved issues. Many reviewers report being given the runaround, ignored, or even hung up on when trying to address problems with their orders. For instance, customers mention being told to file police reports for stolen packages instead of receiving assistance from Tillys.
38 reviews mention thisWebsite and Ordering Issues
2.5/10Several customers report problems with Tillys' website, including errors during the ordering process, double charges, and inability to cancel orders. Some reviewers mention receiving error messages like "oh snap theres been a problem" or "invalid payment toke" while trying to place orders. Others describe being charged multiple times for a single order due to website glitches.
15 reviews mention thisReturns and Refunds
2.0/10Many reviewers express frustration with Tillys' return and refund process, citing difficulties in obtaining refunds for missing or incorrect items. Some customers report having to pay for return shipping, even when the issue was due to Tillys' error. Others mention waiting weeks for a refund or not receiving one at all, despite returning the items.
12 reviews mention thisIncorrect or Missing Items
2.0/10Several customers report receiving orders with incorrect or missing items. Some reviewers mention receiving only one shoe from a pair, while others describe receiving completely different items than what they ordered. Customers express frustration with Tillys' response to these issues, often citing a lack of resolution or compensation.
10 reviews mention thisPros & Cons
What Customers Love
"Lexi greeted me and my daughter with the sweetest welcome and helped us find what we were looking for. She had the sweetest and most positive attitude and made sure to check on me and my daughter consistently."
"Finally delivered 30 hours after order. That’s pretty good!!"
Common Complaints
"I placed an order on 03/10 and received an email on 03/12 saying it was delivered, but I never received the package."
"Horrible customer service. Shoes I ordered were never delivered. Delivery photo showed white paper. Opened a claim, waited for a month. Never received a refund or the shoes."
"Tried placing an order MULTIPLE times all for their website to say "oh snap theres been a problem" OR "invalid payment toke""
"I ordered a product online and paid for the product and shipping. But I didn't get a purchase confirmation e-mail from Tillys. My credit card was charged. I contacted the customer service, but they were not helpful. According to the customer service, my order didn't go through. But they never mention refund money."
"I placed an order and received a confirmation email. But I saw that it hadn’t been processed or shipped in over a week. So I finally called and they said they cancelled the order with no communication or reason as to why they did that."
Common Questions About Tillys
Answers derived from customer review patterns
Is Tillys legit and trustworthy?
Based on the analyzed reviews, there are serious concerns about Tillys' trustworthiness, particularly regarding online orders. Numerous customers report issues with orders not being delivered, incorrect items being shipped, and difficulty obtaining refunds. The prevalence of these complaints suggests a lack of reliability in Tillys' online operations. While some customers may have positive experiences, the high volume of negative feedback warrants caution when considering Tillys for online purchases.
Based on 45 reviewsDoes Tillys have good customer service?
The analyzed reviews indicate that Tillys' customer service is generally poor. Many customers report unhelpful and unresponsive representatives, long wait times, and difficulty resolving issues. Several reviewers describe being given the runaround, ignored, or even hung up on when trying to address problems with their orders. The consistent negative feedback suggests that Tillys' customer service is a significant area of concern.
Based on 38 reviewsIs Tillys worth it for small business?
Given the numerous complaints about order fulfillment, customer service, and website issues, Tillys is not recommended for small businesses. The risk of encountering problems with orders, coupled with the potential for poor customer service, makes Tillys an unreliable choice for businesses that require efficient and dependable vendors. Small businesses should consider alternative retailers with more robust online operations and customer service protocols.
Based on 50 reviewsWhat is Tillys' return policy like?
Based on the analyzed reviews, Tillys' return policy appears to be problematic. Many customers report difficulties in obtaining refunds for missing or incorrect items, even when the issue was due to Tillys' error. Some reviewers mention having to pay for return shipping, while others describe waiting weeks for a refund or not receiving one at all, despite returning the items. The negative feedback suggests that Tillys' return policy is not customer-friendly and can be a source of frustration.
Based on 12 reviewsWhy are Tillys orders not being delivered?
Many customers report that their Tillys orders are not being delivered, despite tracking information indicating delivery. Some speculate that this may be due to issues with Tillys' shipping partners, such as FedEx, while others suggest that packages may be stolen after delivery. Regardless of the cause, the high volume of complaints about undelivered orders raises concerns about Tillys' shipping reliability.
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