Tilley Hat customer service praise

silverem69

Tilley Hat customer service praise

Had a Tilley hat exchanged without any problem this week. These hats are guaranteed for a lifetime and the one my husband had for about 6 years (can't even remember exactly) suddenly split on the seam and was exchanged for a new one under the guarantee. Wonderful to find a company standing by its guarantee unlike another major retailer rated highest (not sure if I can mention name here but the initials are J...L....) who refused to exchange an own brand electric kettle and toaster which both gave up after just one years use even though I argued until I was blue in the face they would not budge.
So pleased with Tilley I am purchasing a hat for myself to keep the sun (whatever that is) off my face this year.
Well done Tilley and thank you so much.:A

Takeaway_Addict

so what guarantee did Lewis have on the items and did you have proof of purchase?

silverem69

Had a 2 year guarantee on both but because I do not live in the house full time where I used them (and neither does anyone else) the items did not have even a normal year's use. First the kettle packed up just after the 2 years and then whilst I was arguing about that the toaster gave up. I had my receipt as I always keep receipts. JL said they had to be fair to everyone and must stick by their guarantee to the letter. I know who I think that is fair to and thats JL. I couldn't believe their attitude and have not bought anything in JL for over 12 months as they are just not worth the hassle. I do not think it was too much to ask for replacement. They didn't even offer a discount on replacements.