Tommy Hilfiger U.S.A., Inc.

Thank you for contacting us regarding your
recent order/return Please accept our sincere apologies for this inconvenience We have contacted our Ecomm customer service team and they have notified us that your account was credited on 3-**-and they sent you a confirmation email and personally spoke with you on this.Thank you for allowing us to resolve this issue for you.Regards,Tommy Hilfiger Customer Service

Dear *** ***:Please accept our sincere apologies for the delay you experienced with your check refund A refund check was sent to you via *** and we can see from the tracking information that it was delivered on 12-**- If we can be of any further assistance, please feel free
to contact us at ###-###-####.Regards,Tommy Hilfiger Retail Customer Service

Dear *** ***:We are sorry that you experienced an issue when placing an order on Tommy Hilfiger.We have researched this issue with our ecommerce team and we have been notified of the following:Unfortunately, once an order has been placed, we are unable to change the address in our system or
with our shipping carrier It is our understanding that our ecommerce team is contacting you today and will resolve this issue immediately Thank you for allowing us to resolve this issue for you.Regards,*** *** *** *** *** *** ***

Please accept our sincerely apologies for the issue you experienced with your Tommy Hilfiger shoes Our Customer Service team has reached out to you today to resolve this issue.Tommy Hilfiger Retail Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: We visited store number 215 at the National Harbor. We spent over an hour in the store trying on clothes. After we purchased our clothes, we noticed that we had a coupon for 20% off a purchase greater than $175.00. We went back to the store to see if we could apply the coupon through a price adjustment or by returning the merchandise and using the coupon. The cashier returned our merchandise and then the general manager, [redacted], indicated AFTER the merchandise had been returned that we couldn't use the coupon and wouldn't allow us to purchase our items back. We indicTed our intentions prior to the cashier returning the items! With an attitude, she indicated that it was corporate policy. We asked for the corporate number and she indicated that we would be waisting our time. So not only did they lose a purchase, but 3 customers as well!Desired Settlement: An apology from corporate and action taken so this doesn't happen in the future.

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 and the matter has been resolved.

Sincerely,

Review: I placed 2 orders on Tommy.com on August ** (8/**/13) with free 2-day shipping, but neither order ever arrived. When I called Tommy this morning asking where my orders were they informed me that they had been "cancelled by the system" and the customer support agent was unable to process them.Desired Settlement: I want my 2 orders that were never delivered

Business

Response:

Dear [redacted]:

We are sorry for any inconvenience you experienced with your recent purchase on Tommy.com, please accept our apologies. It is our understanding that our Tommy Hilfiger Ecommerce Customer Service team has reached out to you on September **, 2013 and they have resolved your inquiry.

Thank you,

Tommy Hilfiger Customer Service Manager

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 and the matter has been resolved.

Sincerely,

I placed an order with the company for 3 items. The company sent me one of them and a packing slip that said they sent 3. At his point they were done with the order. I asked customer service about ti and they said to give them 1-2 business days to look into it. A week later I contacted them again and the next day they confirmed I was short shipped. Although the item is currently in stock they will not ship it to me at the sale price. Instead, I can choose to not use my Shoprunner free 2-day shipping but be rewarded with free slower shipping from Tommy on the item at triple the price.

Review: My mom bought a Tommy Hilfiger purse & it started to fade shortly after purchase. The store would not honor the return & told my mom to return it to the corporate headquarters in New York which she did.

They have failed to contact my mom so I called corporate headquarters today & the man that answered was very rude & told me he did not care if the product was sent back that it was not his problem & they were not obligated in replacing a defective product & abruptly hung up on me. I called back to get his name & he hung up on me againDesired Settlement: I want my moms purse to be replaced because it was a defective item & my mom did what she was told by the retail store to ship back item for a replacement.

Business

Response:

We are sorry to hear that your mother had an issue with her Tommy Hilfiger handbag and would like to apologize for any confusion with your return.

We have tried to contact you via phone on 9-** and 9-** and then again via email on 9-** and have not received a response.

In order to assist with this issue, we will need to speak with you. Can you please call our customer service department at ###-###-#### Monday - Friday 9 a.m. - 5 p.m. EST and refer to Ticket# [redacted]

We look forward to assisting you.

Tommy Hilfiger Customer Service

Review: I submitted a request to exchange a Tommy Hilfiger sheet set on November [redacted] and on November [redacted] was told the company would replace the sheets. Pictures of the defective product were requested and pictures were sent via email. I was instructed via email (have original emails from company) to purchase the sheets online at tommy.com and the company would then refund my money for the purchase of the replacement sheets. I did as instructed and was then told a refund check would be sent to me. I received a letter via mail on November [redacted] that a refund check would be sent out shortly. On December [redacted] I still had not received the refund so I contacted the company via phone- the rep had to take my info and said someone would be in touch. I then received an email on the [redacted] stating the check had not been cut and a new request was being submitted. I then received another letter days later stating the refund check would arrive shortly. On December [redacted] I emailed and called the company asking where the refund check was- I have yet to receive a response. I feel that I have waited an appropriate amount of time for my refund and feel the company is not fulfilling their commitment.Desired Settlement: I would like the refund check that I was told I would have. Copies of all emails and letters can be provided as necessary.

Business

Response:

Dear [redacted]:Please accept our sincere apologies for the delay you experienced with your check refund. A refund check was sent to you via [redacted] and we can see from the tracking information that it was delivered on 12-**-14. If we can be of any further assistance, please feel free to contact us at ###-###-####.Regards,Tommy Hilfiger Retail Customer Service

Review: I placed an online order on Tommy Hilfiger online store in U.S. on Black Friday (Order#: [redacted]). When I received the order, I found that 2 out of the 6 items in the box were completely in different styles from their online pictures and their written description. I immediately called Customer Service at [redacted] That was 12/*/13. I was instructed to return the two items using a "UPS free return shipping label" the Customer Service will issue to me through email. After a week, I received that free return shipping label. I packaged the 2 items attached with the original invoice and an online printout showing how the items are presented online and dropped the package to my local UPS store the next day. That was 12/**/13. Based on UPS tracking information, my return package was delivered to TH location on 12/**/13.

After that I didn't get any update from TH until 1/**/14 I received an email from Tommy Hilfiger subjected "Your return has been processed", noting that "we will credit your return to your credit card within 7-10 days. " Below it, it is a summery of the refund amount. I found out a $6 return shipping fee was deducted from the total credit amount, that is incorrect because the return was delivered using the "free return shipping label" under the fact that my return was due to the incorrect items shipped to me. I immediately called the Customer Service to verify the refund amount. The Customer Service representative agreed with me and told me that since she had not seen the refund process in the system so she could only make a note under this order, and she advised me to wait until seeing the refund amount appearing in my credit card account to know how much I get. Since then, I have called the Customer Services another 4 times and repeated another 4 times of my story, as I have never received any refund associated with this return. Every time I was asked to verify every detail from placing the order to receiving the refund notification email. Every time I was told that they were sending another internal request to request refund for the correct amount $58.63, and meanwhile told me to expect an email in 2-3 days regarding the refund status, etc. However, neither an email nor a refund has ever been delivered to me. My last call with the Customer Service was 1/**/14, one week after the previous call in which I was told a supervisor at Customer Service was sending a refund request to the warehouse and I would receive an email about this request within a few days. Still, I received nothing in the next week.

More ridiculous was that, in the last call on Jan **, the Customer Service representative told me that she could not find any record about my past 4 phone calls for the refund even after I told her I was given an inquiry reference number to trace this issue in a previous call. She said the last record she could see was that my return was indeed received by the warehouse on Dec. **, 2013. I asked if I could talk with a supervisor or manager. I was told all supervisors were busy with others, but I was promised to get a supervisor's phone call within 24 hours. Again, I got no call and nothing in response from Tommy Hilfiger. All these exhausting experiences indicate me that a refund of $58.63 for the incorrect products I received and returned could become a hopeless wish. It has been exact 2 months since I placed this troublesome order, and 1.5 months since my return was received by the seller. Receiving the incorrect goods was already disappointing; costing so much time and emotion on expecting the refund has converted the disappointment to the anger. I am an online shopping fan. In my past decade of online shopping experiences, this one with Tommy Hilfiger is the worst experience I have ever had. I love TH products very much, but I am feeling a fear about shopping TH has been increasing in my heart.Desired Settlement: 1st, issue me the correct amount of refund for the items returned, which is $58.63.

2nd, an apology from the seller for such poor services - delivering wrong items (incorrect online product pictures and description), issuing inaccurate refund statement, delaying refund and ignoring customer.

Business

Response:

Please accept our sincere apologies for the issue you experienced with your Tommy Hilfiger order and return. After doing some research with our Ecomm Customer Service team, we were made aware of the following refunds:

12-**-13 – you were reimbursed $7.95 – this was for the shipping cost due to the error on the initial order

1-**-14 – you were reimbursed $52.68 for the returned items ($6.00 was incorrectly deducted from this return) $58.68

2-3-14 – you were reimbursed the $6.00 shipping fee that was incorrectly deducted from your reimbursement.

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 and the matter has been resolved.

Sincerely,

Review: I placed the order on [redacted] on [redacted]. The order number was [redacted]. I selected Two Business Day shipping when placing the order.

1. The total order amount was $97.01. The company put 7 holds with identical amounts of $97.01 on my credit card, totaling $679.07. As of [redacted], the holds still haven't been released.

2. The order didn't ship until Thurs [redacted]. The customer service promised it will be shipped within 2 business days. But it only arrived on Wed [redacted].

3. The packing slip said two jackets were shipped. Our credit card was charged for two jackets. But we only received one in the package.

I emailed [redacted], and had an online chat session. They promised they would look into it. No results have been given.

It's been a frustrating experience due to operational issues at the company and an utter disregard for customer satisfaction.Desired Settlement: Refund should be provided due to the short ship. I would also like to have an explanation of the 7 duplicate credit card holds, and an apology for the shipment that was late and short. The size we wanted is no longer available. We are extremely disappointed.

Review: my wife made a purchase online through [redacted] with an order #[redacted] and we are being charged a sales tax which we shouldn't because in New York City clothing under $110 dollar are exempted. Spoke to multiple representative to different means and they all gave me different answers. one representative help me put in a research request and other representatives were giving me wrong informations such as online purchase is consider a luxury and the tax being charged is luxury tax and I can search that information on their website regarding luxury tax, another reason is because my total before the discount is over $110 and that is why I m being charge the tax, another one is the sales tax is charged by where the item is shipped out and not base on the address of the recipient, show this website, [redacted] to 2 online chat rep and they told me that it is for retail stores only and online store does not follow that, last one is that the package receipt's total did not charge me a sales tax for the clothing but charge me a sales tax for the shipment and I told the customer service rep over the phone and she told me that receipt is wrong and I should go with the original receipt that they sent to me via email but this is the first time I see company charge shipping sales tax. is that even legal?Desired Settlement: also fix the glitch in their system because I personally feel that hundreds of thousands of their clients that placed orders on their website are being charged sales tax inappropriately.

Business

Response:

Please accept our apologies for the delay in resolving this issue for you. We have researched this issue with our Ecommerce team and have been made aware of the following credits:

$6.25 – made on 5-*-14

$0.71 – made on 5-**-14

We have also been made aware that our Ecommerce team will be sending you a special accommodation email for your inconvenience. You should receive this email by the end of the day today 5-**-14.

Thank you for shopping Tommy Hilfiger.

Regards,

Tommy Hilfiger Retail Customer Service

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 and the matter has been resolved.

Sincerely,

Review: He purchased a Down Vest at Tommy Hilfiger Fifth Avenue in New York on [redacted] Oct.However the item was totally defective as it has more than 50 small holes on the back and lining. He has contacted the merchant several times via the website contact form, but never received any reply.This consumer wants to get a replacement.Desired Settlement: This consumer wants to get a replacement.

Business

Response:

We have been made aware that you have been refunded for your full purchase price. Thank you for allowing us to assist you with this issue.

Review: I received a very nice long wool black jacket as a gift. It gets cold enough in [redacted] to have a need to wear this jacket. So, one day it was cold and I wore the jacket. I drove to and from work that day and came home to notice that my tan leather seats and armrest were stained. My fingertips were also stained so I knew it was the jacket that caused this. I tried some leather cleaning wipes to get the stains out. It worked a little on the seat, but it didn't do anything to the armrest. The seats in my brand new 2015 vehicle are now stained from this jacket. I called Tommy Hilfiger to make a complaint. Frankie P[redacted] eventually emailed me and offered to replace my jacket. What about my seats? I requested Tommy Hilfiger because of the well known trusted name. I don't think I want another jacket that may do the exact same thing to my seats. I have pictures of everything.Desired Settlement: Forgot a replacement jacket, pay a professional to clean my seats so the stains are out.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Tommy Hilfiger U.S.A., Inc. has been resolved.

Sincerely,[redacted]

Review: The order has been placed on Jun ** and it supposed to be delivered by UPS two-day shipping. However, I did not receive the order after one week. I called the customer service several times, and they said they would investigate this issue between five and ten business days and they will contact me if there is anything updated. However, After more than half month, I did not receive any phone call from customer service. I paid the money one month ago but did not received the order for a month. I called them again on ** July and the customer service simply said the order was lost and they can refund me (they charged me on ** Jun). If I do not call them, they will never call you back!!! Tommy does not care customer at all and the customer service is really irresponsible!!!

Business

Response:

Per our ecommerce team, following is an account of this issue:

Because the package was not received by the customer, we placed a tracer on the missing package, per the request of the customer on 6/**/13. We received information from UPS and contacted the customer back on 6/**/13 telling her that UPS stated the package was mis-scanned and to please check with her household, neighbors, etc. to see if anyone could locate it and if not, to please contact us back and we would issue a refund. We also left a comment in the account that if the customer calls, please let support know and they would issue a refund. We did not hear back from the customer until July *, 2013 and they were refunded in full at that point.

Please accept our apologies for any confusion/misunderstanding with regards to your lost order. Because we did not hear from you after our June **, 2013 contact, we assumed that you did indeed receive your order and no further action was necessary.

Regards,

Tommy Hilfiger Retail Customer Service

Review: I went online to purchase items and was in the last stage of the order , but nowhere it calculated the shipping charges. I entered [redacted] info and it usually takes you back to merchant site to finalise the order but it just finalised the order without giving me final amt I have to pay including tax and shipping. Nothing to review the order before final submission. I immetieatly contacted cust service to cancel and was told cannot cancel the order. Looked at other complaints and tommy hilfiger can cancel order on their discretion . All I want to cancel the order thats it. order number [redacted] order dt july ** 2014.Desired Settlement: Cancel orders upon request

Business

Response:

We are sorry to hear you experienced an issue with your recent Tommy.com purchase, please accept our sincere apologies for this. We have been made aware by our Tommy.com Ecomm team that they are currently working with [redacted] to correct this issue. It is our understanding, additionally, that our Ecomm customer service team is reaching out to you today to bring resolution to this situation. Thank you for bringing this to our attention and for shopping Tommy Hilfiger.

Review: Hilfiger Order #**. I returned the all men's shirts size large from this order. Hilfiger posted a credit to my account on Jan. [redacted], 2014 in the amount of $95.01. The amount for the returned items equals $147 plus tax. I have contacted Hilfiger customer service in writing through their website/email and still have not received a response for my demand of the remaining funds due to me.Desired Settlement: Hilfiger to post the credit to my account immediately upon receipt of this complaint.

Business

Response:

We are sorry you experienced a delay with your refund. After checking with our Ecomm Customer Service team we were told that one credit was issued on January **, **14 for $45.79 and one credit was issued on January **,2014 for $95.21. This totals $141.00 minus the $6 return shipping fee - $147.00. Our Ecomm Customer Service team will reach out to you via phone on 2-**-14 to confirm this reimbursement with you.

Tommy Hilfiger [redacted]

Review: Canada Post tracking #: [redacted] eCommerce #: [redacted]I have placed an order with Tommy Hilfiger online on January [redacted], 2015 for a total of $428.81(U.S.). The order number is [redacted]. The order arrived to my local Rexall Pharmacy Canada Post office on January [redacted]. When I went to receive the order, unexpectedly the order had around $130(Canadian) in duties and taxes. I called Tommy as well as Canada Post and [redacted] to know my options. I have been told that I can prevent paying this unexpected amount by rejecting the order and that once the order is received by Tommy, I would receive my entire refund for the order. So, I rejected the order on January [redacted]. Having not received the refund, I have contacted Tommy a couple of times in February, but I have been told that it could take up to 6 weeks for a refused order to be processed. I waited another few weeks and then reached out to Tommy again on March [redacted] and once a week thereafter. Up until this day, I haven't received my money back from Tommy. Every time I contact Tommy I am given the following response: "We are sorry to inform you that our warehouse has confirmed that your return hasn't been received. At this time, we advise you to contact the shipping carrier for any additional details onto when you shipment will be returned to our warehouse."I have in turn contacted Canada Post and [redacted] a few times each (tracking numbers for both on top of the claim) to try to track the package. Canada Post claims that it delivered the package to [redacted] on January [redacted] and [redacted] told me that the package has left their warehouse back to Tommy in the first week of February. [redacted] has confirmed to me that it should have been received by Tommy at this point. Tommy's customer service hasn't been very helpful and I haven't been able to escalate further. I would really appreciate your intervention. Thanks!Desired Settlement: I would like Tommy to refund my money back, especially that [redacted] and Canada Post have both assured me that the order should have reached the Tommy Hilfiger return facility by now.

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 and the matter has been resolved.

Sincerely,

Business

Response:

Thank you for contacting us regarding your recent order/return. Please accept our sincere apologies for this inconvenience. We have contacted our Ecomm customer service team and they have notified us that your account was credited on 3-**-15 and they sent you a confirmation email and personally spoke with you on this.Thank you for allowing us to resolve this issue for you.Regards,Tommy Hilfiger Customer Service

Review: I purchased a pair of brand new Tommy Hilfiger shoes when I tried to call tommy cares they told me that despite my brand new shoe being defective and I was never able to wear it outside it completely fell apart on me the first time I tried to wear them there was nothing they could do for me because the shoe was 5 years old and there are no longer with that manufacture I did not know that she was that old that is not my problem the shoe is brand new and defectivetive. they should either fix the shoes for me or send me a brand new pair as a Tommy Hilfiger purchase this should be a good product for that kind of high brand my brand new shoes should not be falling apart on me they refused to help me and told me there was nothing they can do I provided proof of pictures showing the shoE to be brand newDesired Settlement: I would like them to either send me a brand new pair of shoes fix my shoes or also give me a gift card to purchase a brand new pair of shoes similar and I also want my money back and I also wanted to be known that Tommy Hilfiger is a disgusting mean worthless company who discriminates upon old age and I would want justice

Business

Response:

Please accept our sincerely apologies for the issue you experienced with your Tommy Hilfiger shoes. Our Customer Service team has reached out to you today to resolve this issue.Tommy Hilfiger Retail Customer Service