WTF? The Tilley Hat Guarantee - The Truth (Shrinkage, Damage. Destruction)

Tilley hat guarantee/ Tilley Endurables hat guarantee/ Review of Tilley Outback TWC7/ Tilley hat survival kit/ Tilley hat guarantee, Tilley Endurables hat guarantee, Review of Tilley Outback TWC7, Tilley hat survival kit,
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[@charlieluchangco2843]

Even for the T3 wanderer which Tilly, heavily advertises made in Canada, they’ve quietly moved production over to China. Maybe this is why

[@charlieluchangco2843]

Sad that another iconic brand sacrifices, quality for margin, yet still keeping the same expensive cost

[@21stcenturycaveman33]

Totally agree. Des

[@chrisclements4992]

I just received my new hat after filing my warranty claim. Per there instruction I had 2 choices…either cut off the crown, or I had the option of marking with a permanent marker and X across the label and the date. So I got to keep my old hat, just has some writing inside so you can’t cheat by submitting same product multiple times.

[@21stcenturycaveman33]

That's interesting. Sounds as if they've revised the 'destruction; process which is very sensible and reasonable. Thanks for the update, Des

[@charlieluchangco2843]

Tilley is very inconsistent in their sizing. Sizing between different models even sizing between the same model example the T3 wanderer, two separate 7 1/2 sized hats don’t necessarily fit the same

[@book_and_teacup]

Yeah, this has been true for me as well and I've been buying Tilley's since the late 90's. Even then I had a lot of trouble with consistent sizing even within the same model.

[@CuriousDils]

@@book_and_teacupso what do you do I just ordered one off the Tilley site?? Can you not send it back cause the fittings not right??

[@LotBoersma]

😳I'm so sorry you felt that you had to do this. It hurt my eyes. You are going to regret it so bad when you find out that the replacement is not the same hat..., plus, you could have stretched it back to size. I own the exact same hat. After the first wash I also noticed a little shrinkage, so I wrapped the inside of the hat around a tight fitting shape, like a pan, while drying and then it won't shrink. You can even stretch the material (little bit of moist, then stretch it over a tight fitting pan, for example, leave it over night or a few days, out of direct sunlight, and it will stretch and fit again perfectly). Never leave a hat out in a warm or sunny place or all hats will shrink, eventually, but you can stretch hats too. The saddest part of this proces for you is that they do not make this hat anymore! All new Tilley's have a slightly cheaper quality. I own two TWC7's, one is the green old model, made by the original Canada company (the same one you just ruined). Later, I wanted to order another, so I ordered the blue version, which was made after the Tilley company was sold to another owner. Since then, they make cheaper quality hats. The blue one is a nice hat too, but it does not feel the same as the original model of the hat. Tilley hats are no longer what they were since they switched owner🙁. The new editions have a small Tilley label inside. The original ones will never be made again and they were the best hats ever made. I cherish my original Tilley hat collection. So sorry for your loss..I hope the new edition does not disappoint you, but be prepared for a different hat.😬

[@21stcenturycaveman33]

Hi there. The replacement arrived yesterday and I'm going to open up the box tomorrow. I have a feeling I'm going to be disappointed like you say. I'll put the kettle on and have a strong cup of coffee at the ready. Appreciate you dropping by and your valuable feedback. Des

[@ZEDU657]

Agreed. He should have steamed and stretched out his nice, original hat. Stupid is as stupid does, as Forrest Gump would say.

[@The69bombero]

I see your point of view but also understand Tilley's

[@21stcenturycaveman33]

Fair comment that. ATB, Des

[@bobbywhite350]

My Tilley didn't not shrink but has fallen apart. Not a good buy. And the warranty is not worth the paper it's not written on. Lots of hindrances.

[@miketomm4413]

I had a similar issue with the hat shrinking. I didn't think to make a warranty claim and sent the hat off to the local Good Will Centre for someone else to get some use of it.

[@21stcenturycaveman33]

An honourable gesture indeed. I would like to have donated the old one also. Unfortunately, this was not an option. Really poor show that. ATB, Des

[@floridaswampman7648]

It broke my heart when I had to do it to mine. But it had a 3 inch hole in it from wear. You could have sold yours and bought another one in a larger size. If its condition is like you said. Ive seen them used and they bring good money. When I had to replace my hemp hat they discontinued it and I was heartbroken. But I got their top of the line LTM 5 airflo. And I love it. Now they brought back the hemp hat. There was a flash sale of 40% off. No questions asked. I bought one. Now I have the best of both worlds. I have recomended these hats to family and friends. Infact my brother is wearing the one my father had and passed down to my to him. Its some 30 years old. With all that being said. Their quality is spot on. Their warranty is unbelievable lifetime. You buy one once and you have a hat for life. Thats why you pay 100 bucks for it. My hats get worn almost daily in the harsh south florida sun. I don't expect them to last forever. It's the waranty that makes them last for ever.

[@richardhallett6937]

Does your new hat mention a lifetime guarantee on the label, if not it no longer applies.

[@simplykitchensnorfolk]

Real people with real problems hey

[@flyingfishsurf]

I found one floating in the water. After cleaning it thoroughly and drying it, it was still too big. 7 7/8 never shrunk one iota. Are you sure your head didn't swell?

[@21stcenturycaveman33]

No idea buddy. All I can report is that it was replaced under the guarantee. ATB, Des

[@canadafree2087]

Tilley may be on the way out. Every hat was made in Canada but now more are made in China. They used to prevent retailers from putting their hats on sale, but now their Chinese hats show up at Winners on clearance. I noticed the lack of quality years ago when I had two hats that would not get a stiff brim when they got wet. The old hats had open cell foam in the brim that would stiffen when wet to help keep the rain off. The newer ones would get beaten down by the rain as they remained floppy, but they assured me they still had open cell foam in the brims. I buy all my Tilleys on the used market now to ensure I get vintage ones made in Canada.

[@21stcenturycaveman33]

Hello there and thanks very much for your very informative feedback. Never really thought of buying second hand but that's gotta be a realistic option for those seeking a more authentic representation of the original Tilley. I never really thought about trying to stretch the original hat and I now regret destroying it at the behest of Tilley in order to get the replacement. I just assumed that because they agreed the breach of warranty then it must have been defective. Anyway, lessons learnt. I think most western manufacturers struggle to compete with Chinese competitors these days due to their significantly higher costs. Their USP's are probably the quality, the heritage and authenticity of their much more expensive products and brand loyalty (if such a thing exists these days). I've no doubt that there is significant temptation to try and reduce costs by using cheaper materials though. Thanks very much again for your comments. Appreciated, Des

[@danceswithbadgers]

Personally I've moved on. I've found very good quality hats from a UK manufacturer for much less money. Made in the same Machester, UK, factory since 1903. Half the price and properly made. Sorted.

[@Donski96]

@@danceswithbadgers Thanks, I recently lost my Tilley and won't support them anymore. The used market is now flooded with made in China Tilleys.

[@geraldlafleur5489]

Rest in pieces 😢

[@charlieluchangco2843]

And sometimes the 7 3/8 fits the same size as a 7 and 1/2

[@colemankamryn]

The Tilley company was sold in 2016 and then sold again in 2018. Tilley was once a high quality company (when owned by Alex Tilley) and took pride in their products. Tilley hats are no longer made in Canada, they are nothing more than cheap hats made in China I have several Tilley hats and vest that I purchased from the original Tilley company and never had a single issue with any of them. My first one was purchased in 1998 and I still wear it a lot. I wash mine several times a year and let air dry then stretch it over my knee bit and everything is great. I do not recommend buying any new Tilley products, only older items.

[@davidbrooksbank5230]

I have a brand new T3W in my hand that I purchased yesterday that proudly states "Made in Canada" on the label. Perhaps others of a different material or style are made in China/

[@Donski96]

@@davidbrooksbank5230 Old stock. I recently called a Tilley store and the only hats still made in Canada are canvas hats.

[@billrom795]

As the owner of a T-3 Wanderer I find Tilly's warranty requirement bizarre. Keep us posted

[@21stcenturycaveman33]

Watch this space Bill. Best wishes, Des

[@pokeba3299]

Tilley should send you a free hat for loving the hat so much. I think the reason for destruction of the old hat is to prevent someone else to claim warranty with that hat. Because they also said Tilley will not ask you how you get the hat. They will be smater by just asking you to mail the old one back. Well, after all, they still honored their warranty.

[@playeroflife]

Oh im sad looking at that. Just ordered 1 for myself based on your great reviews.

[@21stcenturycaveman33]

Hiya buddy. Sad indeed my friend and so unnecessary. Still, replacement has now arrived and I have moved on. Hope you enjoy yours my friend. Than ks for dropping by and your kind words, Des

[@kenheinz893]

I know this was a year ago but do you know what they put in the brim edge to keep it firm?

[@21stcenturycaveman33]

No idee, sorry. Des

[@danceswithbadgers]

I think it's a stiff nylon cord.

[@SteveMonk1956]

What a waste, well done for bringing this stupid company policy to light.

[@robertmangum5101]

My warranty for shrinkage (despite cold water hand wash and air drying) was denied. Their warranty is worthless for a hat sized and cared for by their instructions!

[@21stcenturycaveman33]

That certainly appears to be the case. I thnk this company will struggle going forward to compete with cheaper imports of similar quality? I may be wrong but competition in any sector these days is so fierce. Des

[@charlieissocoollike2]

What a stupid policy. Wasteful and hardly “preserving the brand”

[@Bobby8270]

Hi. Are they going to give you the same size hat or can you get a slightly bigger hat? God bless.

[@21stcenturycaveman33]

kzbin.info/www/bejne/pmKcgHptd8ueebc&ab_channel=21stCenturyCaveman

[@jaberchowdhury1094]

An absolute disgusting request by the company

[@tx.tactical3165]

So what happens if you lose the hat?

[@21stcenturycaveman33]

Probably prepare for a lengthy battle .... evidence, witness statements, photos of you wearing at that time, etc. Who knows? I can't see it being straightforward though given the hoops I went through to get my new hat. ATB, Des

[@luvfunkified]

They used to offer 50% off a new one. Now they offer a 30% discount only if you lose it within two years. I lost mine at 2.5 years, and as a "token of their appreciation" they offered a "generous" 20% coupon code - which didn't work. The company is not what it used to be.

[@richardhallett6937]

I recently replaced my hemp tilley hat under the lifetime guarantee as it had split along the headband. The new hat has no mention of the lifetime guarantee on the label and on their website it mentions that if it isn't stated on the label there is no longer a guarantee. I also had to destroy my old hat and supply photos of the destruction, which I was a little narked about. Tilley hats I had before I sent to a shop in Cornwall and were returned with the new hat.

[@KW-cq4yr]

I have a T4m0 hikers hat by Tilley. the original was made in Canada. It was an awesome hat for about 8 years. The fabric started breaking down so filed claim. Tilley done great on that part . You do have to destroy old hat and. Pay a 20.00 shipping fee. Once I got new hat the color the brim even material is off it looks like a seconds hat or knockoff off looked closer it was. Made in China. Not Canada anymore. The quality you can plainly see the difference. Very disappointing. The original was awesome but the replacement is not. I reached out to Tilley about being unsatisfied. They said oh our hats are made in China and other manufacturers to strict standards and quality. That I am wrong my hat isn’t defective and they only sell the highest quality. Not great customer service so I put a 1 star review and uploaded pictures side by side the destroyed hat still looked better than the new one! I never post a bad review on anything without first seeing if company will make it right ! In this case the customer is wrong and they’re right. So buyers beware I highly suggest check local stores if they have the Canada made hats there you might find a great hat. But these new Chinese made ones aren’t worth 120.00 not even close!

[@truth3358]

You deserve a lot more subscribers 👍

[@21stcenturycaveman33]

I appreciate that! Thanks very much, Des

[@BingoBongoBingerz]

The shrinking of the hat doesn't bother me as it could of stretched. What a strange policy. During these hard times this could of been passed down to a charity shop, with proof of invoice by the charity shop owner stating you have given them this item. That should of been acceptable too. To be told by Tilley to destroy this hat for a replacement is absolute disgraceful. What a waste.

[@21stcenturycaveman33]

Agree entirely. Take care, Des

[@jamieab4]

You can’t blame Tilley. If they didn’t handle it this way anyone could get two hats for the price of one. You said it yourself when you said someone else could use this hat. I had to cut up my Tilley but I understood that is what needs to be done so they could offer such a good warranty. They pain of cutting it up starts to go away upon the arrival of your new hat!

[@21stcenturycaveman33]

Assuming the quality is comparable? Best wishes, Des

[@richardhallett6937]

You may now notice that there is no mention of the lifetime guarantee on the label of your new hat. The lifetime guarantee no longer applies.

[@xballyhoo676]

😢😢

[@longtabsigo]

I would cut along the seam…….

[@JerseyLostRingMetalDetecting]

I own a number of Tilley hats. They do shrink after washing. You should buy a hat stretcher. They are two pieces of wood in the form of the head, joined by a screw adjustment. Your Tilley will be back to its original size

[@StefanRose19]

As I know the guarantee of tilley pays you 50% of a new hat. So why did you sell this shrunk hat for 40£?

[@21stcenturycaveman33]

Sorry but no idea what you're talking about my friend. Des

[@exidumi8076]

Brother- great video, even though it broke my heart. First and for most, if your Tilly does not have a large label format on the inside or has a "tilly" tag on the outside... it's a knock off. Not real. Fake. Made in CCP. Half the inside large format label is written in French on a real one. Please do not destroy an original. I will buy it.

[@21stcenturycaveman33]

My friend. Thanks very much for your comments and for taking the time out to watch m,y video. It is indeed heart breaking to have to destroy a perfectly good hat like this. Unfortunately, it was a genuine garment and I took no pleasure in doing so. With very best wishes, Des

[@stanhh1078]

Um.. STRETCH IT!?! You seem like a capable dude, so you obviously did all that for some reason, hopefully not views. A: You did not show the hat is to blame with any measuring device so I am thinking your head could be getting fatter. B: Yes that is a thing. 3: Well there is no three. I have done a slow stretch (rather than the over the knee stretch on a dry hat their website recommends) and increased my original Tilley a TON so as to handle a sweat guard and my fatter head, as I age ungracefully.

[@21stcenturycaveman33]

Hi there and best wishes for 2023. It is indeed possible that my head is getting fatter (regrettably without any corresponding increase in brain power) but not to this extent I wouldn't have thought but I may be wrong. I don't have the time to faff with any measuring devices and I certainly would not deliberately destroy an otherwise lovely hat for views which would in no way compensate for the cost of the garment. However, the fact that Tilley agreed that I had a valid claim under the guarantee is good enough for me. I do appreciate you watching and for your contribution to this debate. Take care, Des

[@TheRoosterscrow]

Me thinks that the hat didn't shrink, but that the wearer has gotten larger over the course of the last 4 years. The weight gets distributed everywhere. Stay healthy friend!

[@21stcenturycaveman33]

Thanks very much. Best wishes, Des

[@johnhoward3271]

The real reason They wanted You to destroy the hat was exactly so You couldn't give it to Someone else ( maybe preventing a sale to that Person ) . Be glad for the new one !

[@thornwarbler]

☹☹☹

[@Tyreman22]

You can’t blame Tilley. You are claiming a brand new hat under warranty. If you pass the hat on to someone else, From their point of view the hat is still perfectly usable and not faulty. Both parties should now be happy.

[@21stcenturycaveman33]

Hiya Dougie and thanks for dropping by. The matter in hand is a very simple one: 1. I purchased the hat for myself to wear and I followed their specific sizing guide and their washing instructions 2. Tilley guarantees the hat won't shrink 3. The hat did shrink 4. Consequently, it no longer fit my head and I could not wear it 5. The hat was clearly faulty and no longer fit for purpose 6. The hat was not of satisfactory quality because it shrunk contrary to their guarantee 7. Tilley have confirmed that I have a valid claim under their guarantee So legally, whilst it is true that the hat may be used by another person, contractually this is completely irrelevant. The point is that it cannot be worn by ME because it is not fit for the purposes for which I bought it. Morally, however, it is a tremendous waste of a product which could be used by another person. For a customer to have to deliberately destroy it seems to me to be a very sad and completely unnecessary act (some may argue rather spiteful) Surely, the sensible and equitable thing to do is to simply honour their guarantee and let the consumer pass on the item to another individual who may benefit from it and continue to advertise their products during its remaining lifetime? The fact is that if the hat didn't shrink so badly then this matter would not even have been discussed. Best wishes, Des

[@wendellrider1212]

Zzzzzzzzzzzzzzzzz.

[@1marktanderson]

So do you have to buy a hat that’s too big and shrink it down to size? Otherwise your going to have the same problem as before. 🫢

[@21stcenturycaveman33]

Hi there. Based upon my experiences, you cannot rely on the Tilley sizing guide. Secondly, you need a contingency in case the item shrinks as mine has done. In essence therefore, I would personally buy a hat which is a little bit too big for me on the assumption that it could shrink thereby offering a better fit. Bear in mind though that my experiences may not be typical. Only feedback from consumers will give a more accurate picture. Consequently, in terms of my replacement hat, I have requested the next size up to cater for any subsequent shrinkage. I agree with you that there seems little point simply re-ordering the same size. Best wishes, Des