Hatley Avis 17

The quality of their childrens clothes, particularly their colour and texture is great. Lots of choice for both girls and boys. Their splash jackets work!
After sales experiences, returning/exchanging items takes time but company is helpful and responsive. Take care on sizing and tend to size up on some styles.

Beautiful, original clothing and high quality fabrics. Can't compare to JoJo Maman which usually fades after 1st wash. I've been a regular at their Richmond store and online for the past 4 years. Always a great experience. I love the latest loyalty points they introduced, can get a lot more for your money. I highly recommend to every parent

Bought organic cotton pajamas that lasted two months before a large hole appeared in the material. Of course I didn’t have the receipt so customer service could not help.
I have purchased pjs in the past and all I can say is they are still in great shape.
The quality has diminished greatly and I am no longer a fan of Hatley.

my order was placed Sept. 9th and the order has sat in Canada for over 2 weeks. Now going on my 3rd week.....After I contacted Hatley to track the package, they sent me the UPS tracking number for me to track and also said they were aware of delays during the time the order was placed.
They never contacted anyone with orders to let them know of the delay and now do not respond to communication. Adorable children's clothes but do not buy from them as it is shipping from Canada and they can not handle the new tariff rules. Terrible customer service....

Terrible experience and disappointing service.
I ordered two pairs of rain boots for my toddlers, choosing the size based on the cm insole measurements — even one size larger than what they currently wear. When they arrived, the sizing was completely off — so small my kids couldn’t even get them on. I requested a return, but was told I’d have to pay for return shipping (no size exchanges offered). They promised a Canada Post return label but sent a UPS label instead, and then stopped responding to my messages. Now I’m stuck with two pairs of boots my children can’t wear. A frustrating waste of both time and money.

Sadly this jacket didn't last. They look great originally but the 3 names spaces on the tag is just a gimmick. There is only a 1 year guarantee for a reason.

The jacket fell apart after 2 seasons and I haven't been able to use it for my 3rd child at all. The outer layer has flaked off leaving no waterproofing and red plastic flakes everywhere. The second top button ripped out quite early too and because it's built in couldn't be replaced.

Save the money and buy a cheaper option that will last just as long.

Love the clothes but not the delivery times!! Please be aware how slow it is and bare in mind when ordering. Nearly 2 weeks and no shipment! I'm wondering if I will ever recieve my order actually. I won't order from here again.

I live in the UK and I ordered a girl’s fleece age 10 on Black Friday for Christmas. I got a boy’s fleece age 5 instead and when I emailed customer service 3 times, I got nothing back. I actually called them and left a message on their voicemail and this prompted them to correspond with me. I eventually got the correct item in January.
Next saga. I ordered 5 items in their January sale. A parcel arrived with 4 items, but missing another girl’s fleece like the original one as a spare to help with my granddaughter’s busy life.
I’m now exhausted with emailing them back and forth. They assured me that the fleece was coming in a separate package, and provided me with a tracking number. This shows that it got to a dock in Lasalle, Canada and ends there. Hatley are ignoring this and trying to tell me that it was delivered to me and to check with my neighbours. Actually, Hatley are referring to the 4 items in the package I received which is a different tracking number and I’m tearing my hair out trying to get them to follow up on the missing package. I’m assuming that the employees there aren’t long serving and are just trying to fob me off without actually listening to what I’m saying. I definitely won’t order again from Hatley, Canada but try Hatley at John Lewis.

I have always been delighted with the clothes I have bought for my 9 grandchildren and with the speed of delivery. However, Hatley sent an order to me on 6th Jan which the UPS app advises was damaged and packaging destroyed within 5 hrs of arriving in the UK. No-one has been in touch with me to advise what happens next and my three email approaches to Hatley have gone unanswered. Very very poor customer service.

This has been the WORST customer service experience I've ever had! I ordered an item for my son during the Black Friday sale the last week of November 2024. I’m received notification Dec 2, 2024 it was delivered, but I never received it. I contacted customer service immediately, but received no response for a week. I followed up again and was told since I had waited so long they would resend the product, but needed my address. I provided my address, but received no acknowledgement for several more days what the status of my order was. I followed up again expressing my concern that it was not going to be delivered in time for Christmas. I was told it was with shipping and that I would receive confirmation when it left the warehouse. On December 18th I was issued a refund for the product only, not the shipping. When I followed up to understand what happened, I was told the product was returned, so a refund was automatically issued. Since the product was automatically refunded, they would not be able to send me a new one, so I would have to reorder at the regular price, and since it was less than a week before Christmas it would not likely arrive before the holidays.

I will NOT be reordering and will not be shopping from Hatley in the future.

Never received my order, and they’re ignoring multiple emails asking for updates/explanations/refunds.

Awful company - basically steal your money & pretend you don’t exist. Avoid.

Hatley does not support their product. Within 4 months, the seams on my daughter's first pair leaked and we bought a second pair and thinking maybe she was just too hard on them. The second pair actually tore thru one side above the seam. I approached the company and they had no interest in restitution. I wasn't expecting a refund, but after two pairs not even lasting a season I figured maybe a discount?!

I placed a UK order online and paid for international shipping.
My parcel was delivered after weeks waiting … to California US.

I made contact with Hatley directly via email to resolve the issue and have not even had an acknowledgement that the email was received.

Would not shop here again or recommend their services. Good money wasted on nothing.

One of the worst management and manager I have worked so far ,
No job security. Without any proper reason all of a sudden they're trying to terminate the employees. Guys and girls don't trust this company and do not plan your career and try to set a future with this firm. Truly not trustworthy.

This is not about the order on line this is about the stores. Metrotown store BC Burnaby has employees who are deceiving customers. I was in their store on Thursday. I asked the cashier if she thinks they will have a sale on Friday she told me categorically no because they had last week and they will have next week on boxing day. I didn't ask for sure I asked what she thinks. If she would tell me I don't know but u can take a chance if u want or something like this I would understand and I would made another decision but because she was so sure I said I will buy the PJ. On Saturday I went to the mall and guess what they had 50%off. I called customer service and I told them what happen the lady on the phone asked me what they can do for me and I said price adjustment and for sure I will buy more. So with other words yes they will loose the 10$ for the price adjustment but they will gain more because I would spend more in the store. Any way she told me she will ask for a representative to call me. I said ok and thank you. After three days I called again and the same woman answer and she asked me if it's ok to be called in a week. I said yes but looks like they r careless for the customer I mean they cannot call faster when a customer have a complain. This shows me they don't care about customers and if they don't care about me I will not buy anymore because the true is U R NOT THE ONLY STORE WHO SELLS COTTON. After just 30 minutes after this conversation I got a call. Hmm so u prefer the customer to get more upset for you to call them faster. The woman who called me she said she cannot do anything for me. Serious so she prefers not to work something with me( price adjustment) then to work with me, make me happy and bring me back in the store and buy more like I told her. Think about it simple math the PJ that I bought was 44 after discount and plus tax I payed 33$. On Sunday I saw all store half price. I asked for price adjustment which would be just 10$ less from your pocket. U would continue to keep me happy and ready to buy more from your store. Your representative didn't want this deal she preferred to keep the 10$ and loose me for a customer. Not only this but I will advise my friends not to buy anymore from your store. Hmmmm who is loosing in this situation for sure not me. Like I told to your representative I didn't know and I didn't care about you until my grandson born and I will not know or care about you from now on and u can continue to keep my 10$. For me is nothing just principal. Have a nice day.

I ordered 7 items from Hatley. Beware of ordering because although all items were size small the actual sizes varied widely. Some items were far too large and others were so small I couldn’t get them on. I have to pay to return them. The material quality was not great. I was disappointed.

Jacket was slightly discoloured after first wash. Filled in online form, response within. 5 minutes, 20 minutes later a replacement jacket was on its way.