Tommy Hilfiger U.S.A., Inc.

Review: I made online purchase from [redacted] on 8/**/2013. My credit card was double charged on the purchase. Total should be $246.10. I was charged $492.20 on the purchase. I called customer service ###-###-#### multiple times and was told they would resolve the issue in two business days. It has been three weeks since the purchase. The extra charge is still shown on my account.Desired Settlement: I'd like to receive the refund of $246.10 credit.

Business

Response:

Thank you for patience. We have researched your comments and can only see one charge in our system for your purchase. We highly recommend that you contact your Bank and/or Charge Card company and dispute the second charge.

Sometimes Banks/Credit Card companies will put a hold on an account and then once the charge is processed, it comes off. It sounds as though a hold was never taken off of your account.

Regards,

Tommy Hilfiger Customer Service Manager

Consumer

Response:

No, I have not received the money back yet. The two charges are still posted to the account with no refund for the hold authorization.

Business

Response:

Please accept our apologies for the delay in this response.

We have been made aware by our Ecommerce Team that you have be properly credited on 10-**-13. Please accept our sincere apologies for this inconvenience.

Regards,

Tommy Hilfiger Customer Service

Review: I had taken advantage of online Black Friday shopping and had purchased a purse for my mother for Christmas. Fantastic price for both product and delivery and I was very excited. I ordered this November [redacted]and received an email the [redacted]of November stating that it was shipped along with a tracking number for me to track within 24 hours of receiving that email. I have been trying to track since that date and have only gotten a message saying that there is no information on that tracking number by DHL. We had called twice, the first time having been told that as stated in email it usually takes 7-10 business days to be here in Canada, and that it may take up to 30 as not stated in email. The customer service had also told us at that time that it would be here for Christmas. So we waited until a couple days before Christmas to be told that it was likely held up at the border. Now I have done the majority of my shopping online this year and most across the border and have had ALL other items from different sites sent in a timely manner as promised. As well I could always track and I could see when they were in fact at the border. The second call we were told that no refund could happen and that it would be here by the [redacted], that being 30 days after shipped. Today being the **of December I still have not received my Mother's Christmas gift, which is rather humiliating to explain to her. I spoke to yet another rep today and she seemed confused as to why I didn't receive it. No explanation except it will take a couple days to send ticket in to investigate and refund me. very little empathy shown. I have done quality control at a call centre before and empathy is something that any dissatisfied customer should receive when upset about their situation. I am extremely displeased that this all has happened with a company as big and well known as Tommy Hilfiger and will not be dealing with them online or in store in the future due to this disappointment in all of this.Desired Settlement: I ultimately would like the purse but know that it was not likely shipped in the first place and we are not going to go through Tommy shipping any more.

Business

Response:

Please accept our sincere apologies for the issue with your holiday gift not arriving. It appears that the order was held up in customs and then subsequently lost. Our Ecommerce Customer Service department did reach out to you on January [redacted]and left a message for you (left with a female). They will be crediting your account immediately for this lost item and issuing you a special accommodation off your next purchase with us.

Again we are very upset you did not receive this Christmas order and you were unable to surprise your mother with it. We hope that you will allow us to be of service to you again 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 originally placed an order online (order number [redacted]) and payed through [redacted].

[redacted] used a different address and when it went back to Tommy site, it automatically submitted order without giving me a chance to change to correct address.

I called Tommy Hilfiger straight away to correct the address, but was told it cannot be done at all.

I sent them two emails requesting that it be changed, but again was given generic replies stating no.

As soon as the tracking number from [redacted] was given I called Tommy again and was given the run around, I asked to speak to a [redacted] and was put on hold for half an hour, and then had to leave

my number, as they would call back (which they never did).

I also work for a company that ships out goods to consumers, it is very easy for our receiving and shipping agents (and also customer service people) to login to our [redacted] website and change the address

of parcels whilst in transit, yet it seems Tommy Hilfiger lacks this simple function.

Goods have now been delivered to the wrong address, of which I have no access to. [redacted] is telling me that it is a Tommy Hilfiger problem and will not be able to help me.Desired Settlement: I would like my order delivered to my correct address (which you can view by using your order number [redacted], or my login, which is my email address).

If not possible, I would like a full refund of purchase price.

Business

Response:

Dear [redacted]: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,[redacted]

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: ON 10/**/2013 WE PURCHASED ONE OF THEIR TOMMY HILFIGER ADULT BOXER/BRIEFS. WE HAVE TONS OF THEIR PRODUCTS IN OUR HOME AND WARDROBE. BUT THESE WERE DEFECTIVE. (FRAYED/TORN ON SEAM)THEY NEVER RESPONDED TO THE PACKAGE SENT TO THEM.ABOUT A DOZEN LETTERS SINCE HAVE GONE TO THEM AND EVEN THEIR EXECUTIVE OFFICES IN THE NETHERLANDS, AND STILL NO ONE RESPONDS. LETTER AFTER LETTER INCLUDING 2/**/2014 , 3/**/2014 AND SO MANY OTHERS...UNANSWERED.WE WILL NOT BUY HILFIGER AGAIN, UNTIL THEY RESOLVE THIS.Desired Settlement: REPLACEMENTS ORE REFUND

Business

Response:

We are very sorry to hear about the issue you experienced with your Tommy Hilfiger underwear. We have been made aware that a representative from our wholesale customer service team did reach out to you today, to resolve this issue. Thank you for shopping Tommy Hilfiger.

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,

P.S. I DO WANT TO SAY THAT THE WONDERFUL LADY WHO RESOLVED THIS FOR ME, WAS AN EXCELLENT REPRESENTATIVE FOR HILFIGER. SHE LISTENED TO MY ISSUES, AND RESOLVED IT VERY AMICABLY. I WISH WE COULD HAVE REACHED HER PERSONALLY WHEN THIS HAPPENED IN THE BEGINNING, BECAUSE SHE HANDLED IT PROFESSIONALLY AND WITH GREAT CUSTOMER CARE. WHAT AN ASSET TO HILFIGER. SHE TURNED AROUND A DISSATISFIED HILFIGER CUSTOMER INTO A EXTREMELY SATISFIED HILFIGER CUSTOMER WHO WILL GO OUT OF HIS WAY TO RECOMMEND THEIR PRODUCTS. THE REPLACEMENT ITEMS ARRIVED TODAY, AND SHE WENT ABOVE AND BEYOND WITH THAT TOO. KUDOS TO THIS FINE WOMAN. WE WISH HER THE VERY BEST. WE ARE EXTREMELY HAPPY WITH HOW THIS WAS HANDLED. PLEASE FORWARD THIS TO HILFIGER...SO THEIR BOSSES KNOW HOW WELL SHE HANDLED THIS CONCERN.

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!