Anybody have problems with Tillys?

[JimMIA]

DD ordered a longboard from Tillys in mid-November. It hasn't arrived, and she seems to be getting the runaround when she calls their customer service. I checked their online ratings and they are awful.

Anybody had any experience with them?

 

[mikehn]

I've ordered clothing from them here and there, never had any problems.

 

[JimMIA]

Brief update: DD is definitely getting jerked around by Tillys.

They claim the longboard was shipped, but their own tracking tool shows it still in Los Angeles. She tried to cancel the order, but was told they had "opened a case" on the missing shipment and that meant that nothing could be done with the order for 10 days. They also say we can't cancel as long as they show the board "shipped." So they won't let her cancel.

In the meantime, we ordered another longboard from a competitor. It shipped from Southern California the next day, we have tracked it cross-country (using the same FedEx tracking that still shows the Tillys package sitting in LA), and it was in Orlando late last night. It's supposed to be delivered Monday, but I wouldn't be surprised to see it come today or tomorrow.

Once we get that board, we're cancelling Tillys, disputing the charge on her credit card, and giving them the review they richly deserve.

 

[JenBush]

Is Tillys using USPS? They are currently having a lot of trouble delivering packages. I have a friend who owns a small business and typically uses USPS to ship to customers and it’s a complete mess right now. Even if it is a USPS issue, Tillys sounds like they aren’t providing very good costumer service.

 

[JimMIA]

Is Tillys using USPS?

No, FedEx.

 

[mikehn]

Their retail stores are run by teenagers. Southern CA teenagers are either locked down or out surfing. That might have something to do with the problems.

 

[JimMIA]

Their retail stores are run by teenagers. Southern CA teenagers are either locked down or out surfing. That might have something to do with the problems.

Maybe. Their retail store here (just down the street actually) is all kids, but they have been great. The only problem is that they don't carry longboards at that store and can't do anything with online. They tried to help, including calling HQ, but weren't able to get any cooperation. I wouldn't hesitate to buy from our retail store, but I sure won't order online again.

 

[JimMIA]

UPDATE:

We finally solved our Tillys problem as follows:

First, we ordered the same longboard from another company. They shipped it the next day, and we were able to watch it make the cross-country trip from the West Coast to Miami -- while we also watched the Tilly's "shipment" sit motionless in Los Angeles on the same FedEx tracking system.

It arrived today -- 6 days from order to delivery -- and it's beautiful -- so DD's Christmas is not disappointing.

Second, we called her credit card company and learned that Tillys had not even requested a credit authorization for the purchase, so obviously no dispute was necessary.

Third, we called Tillys and actually got some good customer service. They researched the order. Their records show the order "shipped," but they also show that no credit card authorization was ever made -- which is done just prior to the actual shipment.

(My suspicions retired fraud detective brain makes me wonder if someone in their fulfillment department is not marking things "shipped" but not shipping them, and then stealing and reselling the items. If they don't have good control systems, that could go undetected for quite some time.)

The solution on the Tillys end was to submit an automatic refund -- so if her card ever IS billed, a refund will automatically cancel the charge. Or so they say.

Lots of hassle, and we won't order from them again, but finally resolved.