Where Credit is Due: July 2011
I’ve used a Tilley Hat (www.tilley.com) for many years, cruising the California coast. It served me very well until the rim started to fray. I think the reason it deteriorated around the rim is because the manufacturer had inserted a thin plastic line to stiffen the rim.
Tilley Hats are guaranteed for life not to wear out, so I decided to send it to the company—not expecting a replacement—to show where it had deteriorated in the hope that they could improve on a wonderful hat.
To my surprise they immediately sent a new hat as a replacement, with no questions asked. (I noticed that they had removed the thin plastic line around the rim.) This a company that honors what it claims.