Tommy Hilfiger Omdömen 478

I placed an order for shoes directly through Tommy Hilfiger Website, but my order never arrived. When I contacted Royal Mail, they informed me they couldn’t take any action as Tommy Hilfiger hasn't not used guaranteed delivery service.

I have since contacted Tommy Hilfiger multiple times via email and their website chat support, but all I’ve received are generic responses saying they will “provide an update” — yet it’s been over a week with no written response, no follow-up, and no resolution.

I even called Royal Mail again, and they confirmed that the sender must request the refund, yet Tommy Hilfiger has been completely unresponsive and unhelpful. This has been an incredibly frustrating experience as a customer — I’ve paid for a product and I bought it as a gift and I never received and cannot get any support or refund from the brand this is emotionally hurting as I have ordered it as a gift.

I expected much better from a global company like Tommy Hilfiger. If customer service is this poor for a simple delivery issue, it makes me reconsider ever purchasing from them again.

6 emails sent over the course of a week, 2 phone calls, one they hung up and the other apparently their emails are down so they close complaints but haven’t actually closed them!! Told to WhatsApp, done and still no acknowledgment after 24 hours despite the message says they will respond within 2 during the open times. Friday 11am is definitely within their open times. They don’t want to deal with complaints they only help if you want to purchase something - I WONT EVER BUY FROM Tommy H AGAIN. Temu has better quality items for a faction of the price.
Sort yourselves out.

Ordered a pair of jeans, want to return them, no returns label in box. Website says to contact them if returns label not provided. I’ve tried online chat and it just sits with the message ‘transferring to agent’ (agent never joins). I’ve tried calling - no answer. I’ve tried what’s app and they don’t reply (3 days later). Avoid at all costs - this isn’t a designer label or premium service. They must be hard up and therefore forcing customers to keep goods. Avoid, avoid!! Jeans were TERRIBLE quality too.

I wish I could give zero stars. The customer service at Tommy Hilfiger is absolutely terrible. I tried using the live chat and the agent was not only unhelpful, but downright rude. Instead of resolving my issue, they ended the conversation abruptly without any explanation. It honestly felt like I was talking to a robot rather than a real person.
This company clearly doesn’t care about its customers. For such a big brand, I expected at least basic respect and professionalism, but I got none. Avoid ordering directly from their website unless you want endless frustration and no support when something goes wrong. Truly disgraceful service.

Awful customer service. Had a live chat with a real person and it might as well have been the robot. I certainly won’t be spending my money with them again.

I have bought several pairs of underwear and have experienced poor quality standards. Some pairs have torn and the stitching has come away. I have tried contacting HQ and got no answer.

I have looked at the reviews and complete lack of any response from TH so I am not going to bother to type a long drawn out review. All I will say is they are absolutely S$&E and for what is an expensive product for most............... DON'T BOTHER there is much better out there from people who care about their customers.

Another order received with no issues and a returns label enclosed should you need it. Beautiful jacket and t-shirt for my daughter, one happy customer!

Bought navy and white short sleeved jumper washed it , navy colour ran into white now have a navy and pale blue stripped jumper . Very disappointing. Been washing clothes for years never remember dye leaching as much as this has.

I didn't receive a returns label and I have been trying to get one from customer services who still haven't sent it. Really bad service and looks like I am going to have to return the items at my own cost!

So bad and useless service...

I ordered a coat online and I traveled to the store to pick it up and decided to try it on while I was there. Unfortunately, the item was faulty — the sleeve was sewn shut on the inside, making it impossible to put my arm through. I approached a staff member to return the item and asked for a replacement. However, since the order was placed online, I was told they couldn’t arrange a replacement in-store.

I then called the customer service number to ask how to proceed. I was told I had to place a new order myself. I explained that I had used a discount for the original purchase, and if I ordered again, I would lose that discount. I just wanted a "normal non faulty coat. I was told there was no alternative — that I would have to pay full price, receive the item, and then contact customer service again to explain the situation. So, they send faulty items and can't replace them!

Here is the email I received from TH:

Thank you for contacting Tommy Hilfiger Customer Service regarding your order. I am sorry to hear about this issue with your coat. I regret to inform but indeed we do not offer exchanges or replacements – if you wish to have the same item, you would have to reorder.

In this case, so we may further check your price match regarding your discount, we would need the following details from the faulty Coat:

- Specific issue:
- How the issue occurred:
- Weekly usage(If applicable):
- Washing(If applicable):
- Photos of the full front, full back, damage, care label, and the manufacturing label

As soon as I receive the above information, I will forward it to the relevant department to evaluate your case.

My answer:

I can’t provide any pictures because I no longer have the item. I stayed in the store for 20 minutes and left it there. Based on your message asking to provide pictures, it seems you haven’t read my previous message properly. I kindly ask that you refer to the message I sent yesterday, as it already contains all the details and answers to your questions.

TH's Answer:
We were able to understand your query, however as advised by my colleague we would need the requested pictures to assess the damage of the item and approve the price match regarding your discount. Our assistance is limited to what we have as proof of the damage you have reported to us. Since you do not have pictures of the item's fault we are not able to replace the discount code.

My final message:

The faulty item was received and reported by the sales assistant at the Tommy Hilfiger store. She kept the item and documented the reason for the return directly in her system. If the testimony of your own staff cannot be trusted, I honestly don't know what more I can do.

While I was still in the store, I also spoke with your customer service by phone. At no point was I asked to take a photo of the item, which I was asked to leave at the store. Anyway, the defect was not visible from the outside: the sleeve was sewn shut beneath the lining, making it impossible to put an arm through. A photo would not have shown the issue — this is clearly a manufacturing defect.

All I wanted was a properly made coat in exchange for the faulty one. I am very surprised and disappointed by the poor level of after-sales service, especially when the fault clearly originated from your end.
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No more message after that. They just don't care about their customers. That's a shame and they will lose all their customers.

Ordered a jacket I saw online, only to wait 10 days to then proactively find out (no communication whatsoever froth the brand) that there was mistake in the warehouse and the shipping was returned to the sender in the Netherlands.
Moral of the story I did not get my purchase which now appears as "sold out" on their website. And all of it because I cared to check. The most unprofessional and unreliable and disappointing company

I went browsing in store in bullring I would like to say Eve is a great retail assistant she went beyond and above for me to have a pleasent shopping experience such a get person she was friendly and very helpful. Workers like her give customers great experience . Keep up the good work Eve your smile is a amazing thank you for your service

Hallo
- unifarbenen Damenpulli bestellt
- gestreiften Damenpulli geliefert bekommen
- falsch gelieferten Artikel ungeöffnet (!) retourniert
- retournierten, gestreiften Artikel geöffnet, am
Halsausschnitt aufgerissen zurückbekommen, da es
sich nicht um einen TH- Artikel handelt
- 100€ für einen hässlichen, zerrissenen Artikel
bezahlt

1 Stern, weil die Dame vom Servicetelefon "nett" war

NIE mehr ONLINE, lieber im Geschäft !

I had a very disappointing experience at the Tommy Hilfiger store in Battersea Power Station in London yesterday. Upon entering the store, my partner and I were completely ignored by the staff. Instead of greeting us or offering assistance, the two male staff members simply looked at us and continued their conversation, making us feel unwelcome and unvalued as customers. It was an unpleasant and unprofessional experience that does not reflect well on the Tommy Hilfiger brand. Unfortunately, due to this poor service, I will not be returning to this store, nor will I be recommending it to my family and friends. I hope the management addresses this issue, as such behavior should not be tolerated in a premium retail setting.

If I could give less than one star, I would. A £300 page jacket is ripping at the seam with one days of wear, and Tommy inform me it’s out of its returns policy.
I open a support case, they then respond 2 days later telling me due to inactivity, they are closing my case.
Will never be using this brand again, and I’ll be sure to make sure all my friends and family avoid it too. What’s the point in being a designer brand when you can don’t give a cr*p about your customers? Shoddy to say the least

Avoid ordering more than one item. I ordered around 10 things whilst the sale was on. All were far too small (the tops all come up very short) except for one belt. Returned all the items and was missing a refund for around £80 for two of the tops. Raised the issue with them and they just said they checked and the items weren’t in there. I’m not a dishonest person and have no reason to keep the tops so they have just stolen £80 from me. If you are going to order from them I would say only do one item per order because there is clearly no way I can prove the items were in there. I will not be shopping here again after years of being a customer.

I'm not really happy i return the stuff back and I not received any money back that's is a shame

I bought a down coat to the value of 395 euro on two months ago. I only wore a couple of times as the weather wasnt very cold and its feather down.
The top button broke and all the feather down is coming out so it cannot be repaired. The returns department said it was wear and tear after 2 months of wearing it for a few hours a few days!! It's a disgrace. Absolutely terrible!!

I’ve had an incredibly frustrating experience with Tommy’s customer service and refund process. After returning my entire order (#31062500337), which included both ankle boots and earrings, I noticed they only refunded me for the boots (£108) and failed to process the £41 refund for the earrings.

I immediately contacted them via email, and they sent an automated response promising to reply soon—but never did. I followed up again, asking for clarification on when to expect a response, as “soon” is vague. Still no reply.

I then reached out via their WhatsApp business service, which promises a response within two hours, but they never replied at all. So far, I’ve contacted them through two different channels with zero response.

Withholding funds that are rightfully owed after a valid return is unacceptable. The lack of communication, unfulfilled refund, and ignored messages make this one of the worst customer service experiences I’ve had. I expected far better from a brand like Tommy, but after this, I won’t be shopping here again. Avoid if you think you might ever need a refund!

I had to threaten them with a PayPal case. Shambolic company!!! Hugely disappointing!!!