Herschel Supply Co. Reviews 16

Horrible customer service, waiting on over a month for my order and still no news. They contacted me how it was lost in shipping then just ghosted me.

I ordered a bag online and received the wrong size. Because exchanges aren’t offered—only refunds—I had to return it and even pay for the AusPost satchel. I placed another order and received the wrong size again. This has been extremely frustrating and time-consuming. I’m now required to email customer service, complete return forms, and pay $10 return shipping for an error that wasn’t mine. Poor quality control and disappointing customer service.

The synthetic leather covering started to peel off of the handles during a slight bit of rain making it unsightly. I went through their so called lifetime warranty to try and resolve and was completely brushed off saying it is not a material defect. Surprising response for a £100 duffle bag. I would definitely not recommend as they use poor quality material and frankly do not care.

Had to return back pack. Much too big to carry a 14" laptop. Hidden closure for the front. Difficult to put in and take out items.

Be careful of shipping costs. $9.95 to buy and $5.00 to return. Plus taxes.

Returned a rucksack as the reality did not live up to the hype. It took 8 weeks, 37 emails and 4 "chats" to get a refund. The customer service is the worst I have ever come across. The Returns process was also awful. Lastly I was asked to review my purchase, which I did and the review has not been published. Ironically this was before it took me 8 weeks to get a refund so I was just giving a helpful explanation for why I disliked the product so the score was not as awful as I would give them now. I will not buy anything from them ever again and would recommend others do the same.

Ordered the botanical Lego medium rucksack on Friday and it arrived today, which is Wednesday. Great customer service from start to finish, and the design and quality is awesome 🫶🏻

If I could, I would give zero Stars.
I ordered one Backpack and one Daypack, the Daypack was the wrong one and the Backpack was Damaged. I tried to contact them calling but it didn‘t work. On top, They don‘t even have a customer service for germany!!
I sended them back and startet a report on Paypal. They are so cheeky, that they even lie to Paypal, telling that I kept the Daypack so they don‘t want to refund it although, according to the return number, they received both back!
What the h*ll are they thinking, doing this cr*p? I will never ever again buy something in this Store! Until now, I thought you could trust such large companies more than small ones. But they seem to want to make a fortune at everyone's expense. As if they didn't earn enough and needed it so badly, they desperately grab every cent they were given. Such a shame!!!

Horrendous service, backpack arrived with torn stitching. After contacting customer services was told I would have to pay for postage myself and not be refunded. Plan to claim full order cost back on credit card. Avoid this company at all costs.

The worst customer service I have ever encountered

If you buy with them they have a very unfair return policy.You should know.

I ordered a commuter backpack and it was too small to fit my laptop so I requested a return. They do not allow in-store returns and the process they have in place is painful. I requested the return on 1/17/23 and promptly went to the post office and spent $18 to ship the item back. I followed up with them on 2/17/23 as I had not received confirmation that they received the return although tracking evidenced it was delivered on 2/6/23. I followed up a few more times and received emails saying they are "experiencing a very busy period." Apparently, it was so busy that they NEVER got back to me and I never received a refund from them.

The Worst. No Customer support. When you call you get no one. When you do the live chat, you are told no one is available. When you email, no one writes back. For such pricey stuff you think you would stand behind your product and have some customer service.

This is the review I posted on their website. They took it down immediately. So they have people who can respond when it serves them, but not when it serves you.
"The Medium Trade case was completely destroyed on its first and only use. It's under warranty, but Herschel won't respond to my submitted warranty claim or multiple emails. There's no one to take phone calls, you'll be told to email. Look on social media and see how many desperate people like me are commenting on IG posts just to try and get someone to help them. The product quality was bad, but the customer service is even worse. I have never experienced anything like this in my life. Don't waste your money, because you'll end up also wasting hours and hours of your time trying to get a warranty claim addressed."

Initiated a checkout and then it told me to order today to receive by a certain date. I needed it by that date so I ordered it without opting for expedited shipping. Two days later, the item still hasn't shipped and the expected delivery date has now been delayed by two days from the original date. Nowhere did it say receive by this date at the earliest. It simply said "receive by" which implies the date provided would be at the LATEST. They deliberately used shady word play to make a false promise they have no intention to keep. They also will not take responsibility for it or even bother to change the wording. Their customer service simply relayed the obvious to me and did not care. They then told me that they would follow up only if my order does not get delivered. They do not care that they participate in shady business practices. DO NOT SUPPORT THIS BUSINESS.