TWILLORY Reviews 19

If there was a zero star, I would use it. Buyer beware. Two shipped jackets on one order, including the first return. Wrong size, wrong product. Wrong company to buy from. Avoid this train wreck.

The sport coat is not true to size. Although the quality and feel of the sport coat is nice, the customer service was not in support of the product. Twillory would not accept the coat after I tried it on (they consider it worn after trying it on). Although it is "stretchy", the coat was too tight in my shoulders, arms and chest. With it being too small, I had to deploy without it. On my return I attempted to exchange the coat for a larger size (48 long) but they would not accept it because it was past the 60 day time frame even thought it just sat in my closet. Reason: it has been worn. Yes, it has been worn long enough to try it on and determine it was too small. Customer service was less than desirable and the ratings I see now confirm this was a bad purchase from a company that does not back its product. The product is only as good as the customer service. I even provided photos to show the condition of the coat. Not a smart way to run a business as word of mouth, good or bad, spreads quickly. Had it not been for the poor customer service, I would have recommended this product to the protective services industry, LE, Federal Agents and private sector.

Returns and exchanges with this company are a nightmare. There’s no customer service phone number, only email, and you have to pay for returns. My return was delivered a month ago and is still marked as pending with no communication. The shirts are nice, but not worth this level of frustration. I won’t be buying from them again.

I purchased a twillery suit, and noticed that after washing it the bottom edge of the jacket was rolling and bubbling.
After looking at why I noticed the bottom stitching was off. This is clearly a manufacturer's defect.
I tempted to contact them online and never receive the response.
I went into their stores and was told they are simply not going to do anything about it because that's their policy.
Shop elsewhere

Coming from Buttercloth (and happy) I was receiving targeted social media ads. I gave them a shot and got burned. Just like most of the reviews here, their customer service is horrible. Labeling items as "final sale" when they weren't and the quality of their shirts are garbage. 95% cotton will wrinkle and has almost no breathability or stretch. I ordered one black, one white...they sent two of the same exact black shirts and blamed it on me. Zero chance of a refund, so I'll pay to send them back and call Amex for the charge back. I'd wash my cars with them, but I cherish my paint too much for that.

I ordered the Twillory Five Pocket pants, and love them. They look cool and have are amazingly comfortable. The fit is perfect, with a nice stretch and a smooth fabric feel.

The customer service has also been outstanding. I had a very minor issue with my first order (nothing I was worried about), but the team reached out and went above and beyond to make sure everything was perfect.

I am definitely ordering more of these Five Pocket pants, and am also planning to try out the jeans.

Thanks Twillory!

They only allow one exchange or return before you have to pay. Not well communicated on website

Twillory's return/exchange process costs $15 buyer beware. My husband purchased two pairs of pants, the same style and size in different colors. The black pants fit perfectly, the khaki color pants were so small in the waist he could not button. This is a quality issue for Twillory, but giving them the benefit of the doubt, we ordered the next size up and it was too big.

I went online to exchange the item and their site stated an exchange could not be completed. I emailed the company and explained we wanted to exchange for a different size and I was told I had to purchase a $15 return label to return the item and repurchase a different size. There are no Twillory brick and mortar stores. Consumers have no option when wanting to return/exchange except for online.

Twillory does not value customer relations. I emailed the company to make clear we only wanted to exchange the item and when rejected in a multiple message exchange I asked if $15 is really worth a customer leaving a negative review and not returning to the store. They said there was nothing they could do but offer the $15 option. I paid the $15 to obtain my return label and will never purchase from Twillory again.

A NIGHTMARE return process. They refused refunds on items for being "Final Sale", which weren't final sale when I purchased and are actually no longer final sale. conveniently were just final sale during my return process.

And the returns they did accept say they were refunded, but it has been a month and I still haven't received the refund. I reached out to customer service twice and they won't respond.

DO NOT DO BUSINESS WITH TWILLORY.

This company doesn’t deserve to continue to do business. They have the worst customer service group of any online retail business. Just hope you don’t have a problem like wrong size or bad fit.

I guess I didn’t read reviews first before purchasing. I bought 3 different shirts in a couple of different sizes each in order to keep the ones that fit and return the ones that didn’t. I read their return policy first and it said no hassle return within 30 days. When I requested a return on the shirts that were the wrong size, Twillory said they wouldn’t accept returns because I purchased final sales items. Really? From an online clothing company, I can’t return an item that doesn’t fit?

Took 4 days to ship. No response when asked about this delay.

Absolutely the worst welfare clothing that Walmart wouldn’t even sell. Ordered a suit for a wedding. Pants came but no jacket. 10 days i’ve been dealing with the useless customer service. I now have to go to the mall to buy a suit for a wedding tomorrow. Stay away from this garbage company. If you want comparable clothes to twillory go to goodwill.

DONT BOTHER WITH THEM it said online free returns exchanges and they tell me its final sale if I would be the first person this happened to id be fine mistakes happen but i started reading reviews and its already happened so they know this issue but don't want to fix it i wonder why!!!!!!!

Site says free returns within 30 days and when i tried to return an item that was too snug, i was told it'd cost $15...it's a shame they'd not want to waive this to keep a customer happy but apparantly the company doesn't care about customer happiness. Additionally, the zipper on one of the pants broke on the first day so quality wasn't great.

I have made multiple purchases with Twillory but only recently needed to return on order and inquire about a partial order.
Email notifications have completely disappeared and the only way to contact the company is their 'Help' email address which has gone without a response for two weeks.
The clothes are great but I cannot recommend with this level of customer service.

Horrible customer service and snail pace fulfilment process. Cannot recommend Twillory based on poor customer service experience, they are quick to take your money but once you place an order they take their sweet time to dispatch, deliver and even to communicate. Will not buy from them again. Your experience may vary but I certainly won’t waste my money or time with them again.

TL;DR - paid $400 bucks, got more marketing emails than customer service, a week later and they still couldn't fulfill a simple 4 piece order.

Missed the ship date and I had to chase them for an update.

By the time they finally got back to me two days later (and after having received more marketing emails with absolutely no correspondence) they told me it would be another 48 business hours before they'd even know why my order hadn't shipped.

A week later and I've asked that they cancel my order because after two full business days they haven't even located the product in their warehouse. Took two more business days for them to figure out the order had been sitting with DHL since the day I sent my first followup email.

Customer service was spotty and extremely slow compared to nearly every other clothing company I've ever bought from online. They blamed customers for that, saying, " [We] have been dealing with a higher than usual email traffic in the past few weeks thanks to customers like yourself".

I usually get a rash on my neck when wearing non-iron shirs so I was excited to learn Twillory doesn't make theirs with formaldehyde. I don't know what they use, but the non-iron effect seems to be the same and I don't get any side effects from their shirts. Definitely will be back