Tillys Inc

Review: Tilly's recently advertised free shipping on all orders. I read this offer via email & used their app to check out their merchandise. I selected two items & proceeded to check out. I was given just one shipping option, which I've selected before in the past & have always thought of it to be their standard shipping. I placed the order. Once I received the 'Order Confirmation' email, I noticed that I was still charged for shipping. I emailed Tilly's literally two minutes after the order was placed, stating that I would like it cancelled as I was charged shipping costs. They took several hours to respond. The first email I received was an 'Order Shipped' notification, followed two minutes later with their response. Their response? Sorry, we can't cancel this because it was shipped. Though the tracking provided pulled up nothing when searched. This is blatant false advertising. I attempted to file a PayPal claim, as I did not agree to the shipping charges & asked the order to be cancelled. At that time, PayPal had not even finished releasing the funds to Tilly's, so why they'd ship an order whilst waiting for their payment is beyond me. Though, it's evident they just wanted to generate a label so that they didn't have to cancel my order. Not once was I offered a reimbursement for the shipping charges. Again, this was advertised on their website & via email. If the shipping was supposed to be free, why have an option to charge shipping in the first place? All my emails were responded with typical "customer service" jargon, though none of my questions were ever actually answered. I had an issue with Tilly's before (somewhat relevant) in which they advertised a Buy One, Get One 50% off. I selected two items, though (again, hours later) received an email saying they were out of stock on one item & immediately shipped the other alone without offering me a chance to re-browse their website. Major false advertising in two separate instances. Highly disappointed, I've been a frequent customer for years.Desired Settlement: I believe I am owed the shipping charges that were applied to my order. If your app or website are not technologically advanced enough to be coded/changed to support advertised sales/deals, then perhaps those should be reevaluated.

Business

Response:

Dear Mr. [redacted],

We sincerely apologize for the inconvenience and frustration you have experienced. We make every effort to follow through on all customer requests, as quickly as possible. We regret that we were not able to respond to your request before your order was shipped. We sincerely appreciate your feedback. We continue to strive to improve our request response time and we will work to improve on how these situations are handled in the future. We have issued a refund in the amount of $8.00 for your shipping charges. Please do not hesitate to contact us again, if there are any further questions or concerns.

Thank you,

Tillys.com

Review: Tilly's says it has hassle free returns, I returned some items and was told I needed to use their label and 7 dollars would be deducted from my return. I was wanting to mail it myself to save some money but as I mention was told to use the label. I did use their label, no one mentions that their label takes 1 month to reach them, yes, my package mailed through FED EX took a month to reach them then set for 3 days for someone from Tilly's to pick up. I had been contacting them about these issues with very little help, just emails with tracking numbers. Then I did receive an email saying the package was finally received and would take an additional 8 business days to process. I was misled into using their label which purposely takes a long time, This allows them to use your money while you have no product and are waiting on them to return the items for your money back. I then noticed their return policy changed through the holidays without warning. Tilly's is not upfront about their return policy and they lead you to use their return label at an additional 7 on their behalf. I could have mailed that on my own and it would have been their in a week or less. They have been less then truthful or helpful.Desired Settlement: I would like their policy to offer options for returning items, using your own shipping methods and their policies need to stay the same and not change. They need to be upfront about the 2 months it will take to get your refund. I would like my 7 dollars to be refund plus the two items returned.

Business

Response:

Claim Response:

We sincerely apologize for any delays in the processing, shipping, or handling for any returns or exchanges during the holiday season. Based on our records, your return has been received and processed in the form of a refund. We have issued a separate refund in the amount of $7 for the return shipping fees associated with your return package.

The prepaid label attached to your shipping receipt is provided for your convenience and usage is not required. Alternate return options are described on our web-site, as well as additional details regarding our return policy. Return policy details and alternate return options are also provided on the back side of the shipping receipt provided with your order. We regret any confusion with regards to our return policy and the available return options.

Tillys.com

10 Whatney

Irvine, CA 92618

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I returned a purchase (two jumpsuits, one dress and two necklaces) via insured USPS mail. The USPS tracking information shows that the package was delivered to Tilly's on May 5, 2014. I contacted Tilly's via Email on 5/10/14, 5/23/14 and 5/26/14 regarding my refund. Each time I received a reply acknowledging receipt of the merchandise and that I should receive a refund within 8 to 10 days and will receive an email once the refund is processed. As of today, I have not received my refund. I called Tilly's on 5/29/14. I was on hold in excess of 30 minutes before finally reaching a customer service representative ([redacted]). I explained the situation and was told that he would have to physically locate the return paperwork and that I should have used the return postage label provided by Tilly's instead of opting to return my package on my own via USPS priority mail since they use their return label to process in returns. [redacted] asked for my phone number and then called me back at 6:13EST. He then told me that he would, as a courtesy, process my refund and that I should receive a confirmation email of the refund within a few minutes. He then asked what items were returned and I told him the entire order (total $103.30). He hesitated then again said he would process the refund, but needed to find out who received the return package and if they said that any of the items were missing, my refund would be retracted by that amount. I explained that all the contents were included and that I paid to use the USPS process to ensure that package was tracked and covered, because their mailing label did not provide such and that I hope he could locate the employee who received the package (over three weeks prior) and that the employee was honest about the contents. Anyhow, the phone call ended with him stating that he would process the return and I would receive the email confirmation within minutes. As of today, June 3, 2014, I have not received the email or the refund.Desired Settlement: I would like my refund applied immediately, and although I am an avid, regular online shopper this was my first and last purchase from Tilly's. I do not appreciate the poor customer service in handling my return and I especially do not appreciate the inference that I was possibly not being truthful about the contents of the package when they couldn't even readily locate the paperwork nor the employee who received/opened the return package. If they had not acknowledged receipt of the items.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Good Morning:

Review: I ordered a backpack from tillys, my order was shipped to wrong address. I notified their customer service department and I was advised that the could not correct the address although I chose the option to have the package shipped to the billing address. I just want the backpack I ordered and tillts will not help me.Desired Settlement: I want my order or a full refund.

Business

Response:

Hello [redacted],

We regret that you did not receive your order. It is normally our policy to ship packages to the address that we receive during the order process. Many times if a mistake is made, we are able to update the address prior to shipment, and/or update the address while a package is in transit. Unfortunately, due to the speed at which your order was fulfilled and due to limitations with the shipping method selected, we were not able to update your address in time. We apologize for any inconvenience or frustration this may have caused you.

As discussed, we are in the process of sending you a store credit for the amount of $54.09. Please do not hesitate to contact us with any other questions or concerns. We can be reached at ([redacted], Monday through Friday, 7am-6pm PST.

Thank you,

Tillys.com

Review: I made an online order with Tills.com on 4/12/2014, I received my order and wanted to return items from my purchase. I sent back my items using their smart label service on 4/28/2014. They said it would take 5-8 days to my refund. It took them until 5/13/2014 just to acknowledge the reciept of the package. I have made several inquiries reguarding the refund status and when my card would be credited to no avail. It is no 5/20/2014 and neither a response nor the refund amount from them returned items has been given.Desired Settlement: $172.93 is the total amount for all items returned

Business

Response:

To whom it may concern,

It has come to my attention that this complaint has not been responded to. We apologize for the delay in our correspondence. Based on our records, it appears that this order (#[redacted]) was refunded on 5/27 for the amount of $179.85. We apologize for any inconvenience this may have caused.

Please do not hesitate to contact us again, if there are any further issues.

Thank you,

Tillys.com

Review: I went in to the tilly's in temecula ca [redacted] rd space [redacted] ca [redacted] on March 16 2015 and purchased an item for $8.40. I was charged twice on my debit card account. Since that date I have contacted several managers and even took this matter to corporate. they all told me they would refund my money and I waited another week, still had no refund. I contacted corporate again and they said they sent it to my bank I went to my bank and they said no one has put through a refund. I called once again and they told me they would send me a transaction code by email and refund my money. I never recieved anything. Today I still have not received my refund. My transaction number for the purchase is [redacted]. If anything can be done I would really appreciate it. Thank youDesired Settlement: I would like them to refund the money to my account.

Business

Response:

Hello,

We

contacted the Customer on Friday, April 17, 2015 and received confirmation that

the funds due to the Customer had been processed by their bank. The Customer

was satisfied with the outcome and did not request anything moving forward.

Thank

you.

Review: I ordered product online and once the.order was confirmed saw.the shipping address.was.incorrect. I attempted to.contact them immediately however they are closed.on the weekends. I again.contacted them Monday on my way to.work but they do not open until.7am. So I attempted to contact them after I got off of work but they close at 6pm. I attempted to contact them for a week with no luck. I contacted them by email and was told to contact customer Service by phone. Once I did get through to customer service I was told I waited too long to contact the, the order was shipped and there was nothing they could do. I was told to put in a dispute with PayPal and once that dispute was.complete I was told the items were shipped so I.would not.receive my money back and to work with Tilly's to.resolve. Tilley's said there was.nothing.they. would do.because PayPal sided.with them.Desired Settlement: I just want my money back.for this order. I placed a second order to have the items shipped to.the correct address and received that order. I.just want the money for.the first order refunded to me since it.went to the.wrong address and.I did not receive the items.

Business

Response:

Hello [redacted],

We regret that your original order never made it to you. We have gone ahead and issued a full refund for this purchase. We apologize for any inconvenience this may have caused. For further assistance, please do not hesitate to contact us.

Thank you,

Tillys.com

Customer Service

Review: I had purchased sneakers (Vans) for my daughter in October but due to the harsh winter she was unable to wear them until the weather cleared. When she went to put them on in April we discovered that there were 2 'left foot' shoes. The shoes show no wear and one of them still has a Tilly's sticker with a UPC attached. We went to the store to try to obtain a 'right foot' shoe and were told that they could not assist and that corporate would need to be contacted. I have been exchanging emails, including images of the shoes and Tilly's sticker, with corporate but they will not assist without a receipt. At best they have offered me a 20% coupon. While $10 off of $50 shoes is awesome, I do not have another $40 to purchase a second set of shoes.Desired Settlement: I would like to have the matching 'right foot' shoe provided in exchange for the second 'left foot' show I've recieved.

Business

Response:

Unfortunately, without proof of purchase we cannot honor a return or

exchange. Our return policy states items must be returned to the Store within 30 days of the original purchase and boxed shoes must have a box. Exceptions can be made

for items returned after the 30 day limit, or items returned without a box, however we do need proof of purchase for both shoes.

The Customer initially emailed Tilly's Customer Service March 31, 2014.

This would be approximately 6 months after the Vans

were purchased. We have been attempting to resolve the issue since

receiving the initial email, as well as correspondence received on; May 10, 12, 13, 18 and 19th.

We have checked the receipts for all

Store locations using the transaction

information provided by the Customer. The information provided to us spans

several locations, and tender methods, all of which resulted in no matches.

The last email received on May, 19, 2014. We have

since responded explaining that we need proof of purchase to process the return

but not received a response from the Customer. We will continue to assist the

Customer with finding the proof of purchase.

Tilly's Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It appears that the merchant is implying that I have purchased 2 pair of shoes and have decided to keep the right footed shoes and am trying to return the left footed shoes to make another pair. The image attached, as well as sumbitted to the merchant, confirms that the shoes have not been worn, and one contains a tag, with UPC from the merchant. I understand there was a delay in seeking that the merchant correct their issue with providing two left footed shoes, but my daughter had purchased them with her birthday money in the fall so she would have them when the weather was more accomodating. I understand the merchant attempted a receipt search, but I was also informed that if the shoes were purchase with cash, this search was futile. I continue to be confused as this also implies that there were no Vans purchased during the time frame I provided? Also there was no attemt to search for the sale based on the UPC or barcode on the sticker provided.

I also understand that this request if 'out of policy' and I appreciate all of the assistance provided to date. I've clearly explained the situation to the agent in the store as well as the corporate representative from the merchant. I'm not looking to return the shoes or even exchange for a different pair, I am only trying to exchange the extra left footed shoe foe the one that was incorrectly provided to me. This could be the one that is clearly labeled as being sold by the merchant (please see attached image).

I lok forward to a timely resolution to this matter and am willing to assist with any additional investigation the merchant feels is pertinent.

Regards,

Business

Response:

We are going to be making an exception and issuing the Customer an

even exchange or a Store Issued gift card for the current selling price.

The Customer is arriving today to exchange the shoes.

|Tilly’s | Custoemr Service | [redacted]

Review: On August 24, 2015 I ordered a pair of shoes from Tilly's.com for $43.19. The shoes arrived on September 2 in poor condition, but more importantly, the right shoe had a security device attached to it that made it unusable. I went through the return process at Tillys.com, which involved printing a prepaid return shipping label and dropping the item off at the post office on September 10, 2015. Since then I have contacted Tilly's customer service multiple times. In my last conversation with customer service, which occurred on October 5th, I was told that the item had been received and that I would have the purchase amount of $43.19 refunded to my credit card within the next five days. It has now been twenty days and the amount has not been refunded. I have not received any emails from Tilly's pertaining to this situation since September 9.Desired Settlement: Tilly's has a responsibility to refund the cost of the purchase to the credit card used for the purchase.

Review: I purchased an item off of tillys.com on December 12, 2013. I was given a shipping estimate of 5-8 days, which was fine. The order has now shipped but when I track it, it has a delivery estimate of December 30th! This is double the shipping estimate that was in my order check out. I called Tilly's customer service right away and was placed on hold for 40 mins until the call was ended. I called again and was placed on hold for another 30 mins until I finally talked with someone. When I explained to them the situation they basically told me tough luck, that they do not guarantee delivery and that I should have known that it would take longer to get to Hawaii.I understand that often times shipping to Hawaii has delays or extra costs, however, these complications always are brought up BEFORE checkout is submitted so I, the customer, can know of these ahead of time before I complete a purchase.The item is coming from California, it does NOT take 15 days to get a package under 1 lb to Hawaii. I spoke with a supervisor who was not helpful at all. His only solution was for me to purchase the product again and they would provide express shipping. Although that is kind of a solution, at this point the last thing I want to do is give this company more money. I entered into a contract with them when I made the purchase, I bought the item for a certain amount and they were to shop the item to me in 5-8 days.I feel that this is not only a deception in the purchasing, but their customer service was abyssal. They were dismissive and clearly blamed me for not allowing more time for Hawaii delivery.I have my own small online business so I have a good grasp on shipping to and from hawaii. The fact that they could not come up with a reasonable solution to get a customer a lightweight item form California to Hawaii is ridiculous.Desired Settlement: I wasn't asking for anything for free, I simply want my item within a reasonable time frame. I would have been very pleased and would have become a loyal customer if they had simply apologized and offered to send an expedited replacement. I would be happy to send back the original purchased item if/when it arrives. Again, I'm not asking for something for free, I just wanted my item for Christmas!

Business

Response:

Tillys.com Orlder Number: [redacted]

Customer Information:

Claim Response:

As stated on our web-site, orders shipping to Alaska or Hawaii via FedEx SmartPost may take 7-14 days for delivery. Additionally, due to the shipping time involved and the potential for delays with deliveries made by the United States Postal Service, orders shipped via FedEx SmartPost could not be guaranteed for delivery by December 25.

Issue was discussed with customer on December 18, and to insure delivery by December 24 customer was offered the option to re-place the order that was in transit and receive a courtesy upgrade to FedEx 2Day for the new order. Customer was advised that a full refund would be provided for the return of the original item upon receipt. Customer declined this offer, as customer did not want to repurchase the item.

No return shipping fees will be assessed if return label provided on shipping receipt is utilized to return order.

Tillys.com

Review: This all started when I received the receipt of a male Texas customer that shopped at a Tilly's store. That person must have used the wrong email address to send their receipt to, because I am located in Massachusetts and I am female. Since then, I have been receiving advertising emails from said company, even after I remove myself from their mailing list. This not only is a minor annoyance to myself, it also violates the privacy of the original customer who accidentally gave the retail cashier my email address to send the receipt to. I have not received any other receipts. When I first reported the receipt issue to Tilly's customer service I was told the regular canned response that it was sent to me in error. This is still no excuse to keep sending me advertisements after I have unsubscribed from them on many occasions.Desired Settlement: I would like my email address permanently scrubbed from all Tilly's store records and I no longer wish to ever receive any solicitation in any form from this company ever again. This whole experience has soured my perception of the company and I will never shop there ever. I have the first email with the customer's receipt if needed.

Business

Response:

Hello [redacted],

We would like to take this opportunity to apologize to you for the

inconvenience you have experienced as a result of this issue. We have confirmed

with our technical team that your email address ([redacted]) has been removed from

all contact and marketing lists.

We appreciate your feedback and we are grateful for the

opportunity to correct this issue for you. We hope that you change your mind

about shopping with our company in the future. Please do not hesitate to

contact us directly if there are any further issues, or if you would like to

discuss this matter further. We can be reached by phone at ([redacted] or by

email at: [redacted]

Thank you,

Tillys.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While I would prefer to be placed on a list that would prevent me from ever being mailed anything from the company I will accept the steps the company has taken to remove me from their solicitation lists.

Thank you,

Review: I recently went into your Tilly’s store located at 24640 North Lake Pleasant Pkwy.

Peoria AZ 85383. I spent $689.18 at your store on women’s clothing. I brought the FULL TILT Southwest Fringe Womens Poncho twice and wore it literally twice. I washed it once and it literally pulled apart and I can’t even wear it anymore because it looks destroyed. I followed the washing instructions to a tee and I have never had a problem with any of my other clothes from different department stores. I also brought a FULL TILT Essential Womens Seamless Cami which I have literally worn a couple of times and washed it and now it is faded and I don’t dry those type of shirts because I don’t like that the fabric fades. I have shopped at Tilly’s many of times and I have spent a lot of money there. I’m very unsatisfied that it was a waste of money. I have brought many of those Seamless Cami and they literally do not last. The fabric fades, it pulls apart and it gets fuzz bulls all over the shirt to wear you can’t wear it because it looks trashy. I’m very upset that your company has failed in the clothing department in how you manufacture your products. I also took back these two items to the store for an exchange and they wouldn’t help me because I wore the items. Yes I wore the items but I didn't spend 70.00 dollars on these two items to wear twice. I believe that something should be done about this and if it can’t be done then I will make sure I never shop there again and I will make sure none of my family or friends shop there. I use to love this store until this has happen so disappointed.Desired Settlement: I want a store credit of $70.00 dollars plus tax for the fact that my clothes I wore twice are destroyed and I can't even wear them again. I didn't spend that kind of money to wear a shirt once or twice and this hasn't been the first time with Tilly's doing this. I had enough now that is why I'm turning the company into the Revdex.com

Business

Response:

We have reached out to the Customer via phone as well as via email. We are more than willing to provide a solution, but were not aware of the issue until receiving the notice of a complaint.

Review: original claim id #[redacted] purchased a product from Tilly's on 12/7/14 in the amount of $22.49 . It was a Christmas gift for my daughter. The item did not fit. I returned it on 1/1/15 it was delivered on 1/5/15. Ever since the item has been delivered I have called approximately once a week trying to get my refund. On 1/20/15 Tilly's refunded $15.49. I immediately called to see why? Why did I only get $15.49 instead of my full $22.49. I didn't use there shipping label I paid for my own shipping/tracking via USPS MAIL. There was no reason for my refund to be less then what I paid. Every time I called and spoke with the Customer Service Department I was advised one of the following, Sorry Ms. [redacted] it was an error, its being processed now you should have it in 5 to 7 business days, shipping refunds are put on a gift but if provide your card info we will get it transferred back to your card, I don't know what happen but I will but the request in again please allow 5 to 7 business days for processing , and today everyone in that department is at lunch, I will check with them when they return and give you a call before 1pm central time. It will be 1 month on 2/21/15 since my initial refund was applied to my account. It doesn't take this long to get money credit to an account. I have emailed them on several occasions also and always advised to contact customer service, my concerns were never addressed in the email or even answered. I received a generic email response to please contact customer service their number, they are open at such and such time. Business said they were going to refund the money on 2/27/15. Today I called customer service to see why I hadn't received the refund yet and was advised it was processed. placed me on hold for 10 minutes then said she came back and said the transaction information had to be emailed to me this was 3:30 pm est. It is now 630 pm there is not an email with the info. They are still playing with my money.Desired Settlement: All I want is my money.

Business

Response:

Based on our records, you were completely refunded, as of March 6, 2015. You initially received a refund in the amount of $15.49 on January 21, and then a second refund was processed for the amount of $7.00 on March 6. Please feel free to contact us again, if you have any other questions or concerns. Thank you, Tillys.com

Review: I placed 3 separate orders for E gift cards from their online site. The site FAQs state that these orders would be delivered within a matter of minutes. I have yet to receive the E gift cards. The site now shows that 2 of the 3 orders have been canceled, by Tilly's, but my credit card still has been charged for each order.Desired Settlement: I expect that I will be refunded the amount charged on my credit card and the third processing order be canceled and refunded to my credit card as well.

Business

Response:

Hello [redacted], Thank you for taking the time to reach out to us regarding this issue. Based on our records all three of your orders have been completed, and delivered to the email addresses provided. If there are any issues regarding the receipt of your electronic gift cards, please do not hesitate to let us know. We can be reached by phone at [redacted], Monday through Friday, 7am-6pm PST. Thank you,Tillys.com

Review: Store sign reads: Sale - Red Tag Girls Apparel - Take an Extra 50% off - So my daughter & I chose two shirts with red tags. Stood in over 20 minute line & were charged full red tagged price. I informed cashier about the sign, & she said no it is just for swimsuits. I told her the sign said Red tag apparel, showed her the sign, she asked another person there who replied no - it is only for the rack the sign is on, which is the swimsuits. She refused to honor sign price. I have been emailing corporate for 2 days, and they refuse to honor price, saying it is only for the rack the sign is on. I disagree because of the wording of the sign - which does not specify for swimsuits only, and it does not specify that rack only. The sign read take and extra 50% off red tag girls apparel, I bought red tag girls apparel - price should be honored.Desired Settlement: I purchased 2 items expecting 50% off - I want the advertised priced to be honored & credited to my credit card - I have been emailing [redacted] at Tilly's customer service - she has all my photos and copy of my receipt

Business

Response:

8/10/2014- Customer contacted us through our Customer

Service email stating there was a sign posted on just one rack stating take an

additional 50% off Juniors.

Customer wrote :

False advertising in

store. Store on Haun Road in Menifee, CA. There is a sign in the

back of the store which states: Take an additional 50% off all junior's

red tag apparel. The sign is posted on one of the racks. There were

other racks with no sign, however it was Jr's apparel and they all had red

tags, due to the sign stating all junior's red tag apparel, I naturally

thought, as well as my daughter and husband that it applied to all red tagged

clothing. After choosing 2 shirts, we waited over 20 minutes in line,

only to find out at checkout, it only applied to swimsuits on that one rack.

I showed the girl the sign, which did not specify which rack, or that it

only applied to swimsuits, she said I'll ask, she asked and the girl said no,

only to that rack. Not wanting to disappoint my daughter and waiting in

line for nothing, I still made my purchase, however this is clearly false

advertising and sale price should have been honored. I have photos of the

sale sign, the clothing tags, and my receipt - I can also send you the

California code violation, and I will not hesitate to report this to the dept

of weights and measures, Revdex.com, and Attorney General's office if I am not

compensated. Sorry, but this is not the first time this has happened at

Tilly's, my 22 year old daughter had this same thing happen to her last year,

however I did not complain. This costed me about $15 more than I was

expecting to spend on this trip.

8/11/2014, 10:17 a.m.

I replied to the Customer asking for the photos of the Sale

to verify which items were included.

8/11/2014, 12:36 p.m.

Customer provided photos of the Promotion, excluded the

merchandise on the racks. Reviewed surveillance of the Store to see what items

the Promotion applied to.

Confirmed there were two separate racks: One Juniors Swim

Rack and one Girls Swim Rack.

I asked the Customer for a copy of her receipt.

8/11/2014, 7:48 p.m.

Customer provided receipt.

8/13/2014, 9:03 a.m.

I replied to the Customer’s email upon reviewing her

receipt. I informed her that she did purchase 2 Girls clothing items (not

swim), and the promotion she wanted us to honor was for Juniors swim apparel. I

offered the Customer 2 of our 20% Off One Item coupons.

8/13/2014, 12:06 p.m.

Customer responded:

Not acceptable. The sign says Sale - Red Tag girls

apparel - Take an extra 50% off. There is no indication that it is for one

rack. It does indicate to take an extra 50% off of girls red tagged

apparel. How is one to know it only applies to

swimsuits? The sign should have said to take 50% off of

swimsuits if that was the case. Both signs say 50% off of red tagged

apparel. I bought red tagged apparel. I am just asking you to honor

your store sign, which is the law in California. will follow through with

appropriate agencies if this is not taken care of. Pretty bad customer

service if you ask me. That sign should not be there if it is not

going to be honored.

[redacted]

8/13/2014, 12:45 p.m.

I explained that the racks that stated an additional 50% Off

Red tag items were only on the Juniors and Girls swimwear racks, there were no

other signs posted on any other racks. The Customer initially stated she was

referring to the Juniors promotion. I explained that she had purchased 2 Girls

clothing items (not swim). The promotion she was referring to was applicable to

Juniors items. I then offered to apply a 20% discount to one of her items from

her purchase as a courtesy, and to also mail the coupons.

8/13/2014, 1:03 p.m.

The Customer replied:

Why do you keep

saying juniors promotions can not be applied to girls items. There is

ALSO a sign that says to take an additional 50% off of red tagged girls

apparel. I gave you a picture of the girls sign also. Read

carefully - I bought girls red tagged apparel - there is a sign which reads to

take an additional 50% off of girls red tagged apparel.

The signs the Customer is referring to is a Juniors Swim

Rack and a Girls swimwear rack. The Customer was interpreting the promotion

applied to all items that had a red tag, however the additional 50% off only

applies to the items that specifically have that sign posted on the specific

rack, which in this case is the swim merchandise.

[redacted]| [redacted] |Tilly’s

| Store

Operations | [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no indication sign applied only to that rack - sign says apparel not swimwear

Regards,

Business

Response:

If the promotion was Store wide, signage would

be on every rack that applies to the sale. Because the sign was only on one

rack, it therefore, is only for the items on that specific rack.

Review: i'm unhappy about their dealing with the order [redacted]. I buy two shorts for the sale ' buy one and get one free'.And they shipped one short, and the other was out of stock which was free. When I added two shorts in the cart ,there is no tips about the short which was out of stock . So please give back the other free short. Or I will complain all the time.Desired Settlement: So please let me choose anther free short. OR refunded the short.

Business

Response:

While we make every effort to

maintain ample supply of our stock, occasionally we are out of certain items. We regret that your order was not fulfilled completely. We sincerely apologize for any frustration or inconvenience this may have caused you. A refund has been generated for 50% off the amount paid to adjust for the out of stock merchandise. If you would like to discuss this issue further, please do not hesitate to contact us again. We can be reached at ([redacted], Monday through Friday, 7am-6pm PST.

Thank you,

Tillys.com

Review: Received and order from Tillys and one pair of shorts missing. size 29 gunmetal chino shorts and they refused to send me product or refund. Spoke with [redacted]. All he said was I need to investigate. They stole 29.00 plus tax from me and owe me a refund!Desired Settlement: I want the money they took from me and never shipped product!Order

Business

Response:

Hello [redacted], We apologize for the inconvenience you have experienced. Our records indicate that a replacement package containing item # [redacted] ((BLUE CROWN Classic Mens Chino Shorts)) was shipped to the shipping address we were provided with on you original order. The FedEx Ground tracking number for your replacement package is: [redacted]Our records indicate this package was delivered via FedEx Ground on March 25. Please do not hesitate to contact us again, if there are any other questions or concerns. Thank you! Tillys.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,