HerschelReviews 57

I bought my daughter a backpack and lunch kit from here. It was used maybe a month before it started to tear and the zipper broke. I contacted their warranty and it's not covered. I bought something more expensive hoping it'd be more durable but I was very wrong. Will never buy or recommend this brand.

Have been trying to get refunded for a bag I received as a gift for Christmas and returned. They are saying they never received the package. I know I returned it but it's taken so long for them to confirm they didn't receive it I can't find my tracking number and they won't credit without it. After multiple emails I figured out their return process and was able to locate my tracking number. My package WAS received after all! I'm still waiting on my return credit!

I ordered a bag and waited for it to arrive.
However I was informed 1 week later that the order got cancelled due to the item being out of stock.
Assuming it was a one off issue I ordered the item again.
It got cancelled (again) with the same reason, but after 10 days this time.
I regret the time I invested in ordering, looking up the item and waiting for it.

I recently ordered an over-the-shoulder bag as a Christmas gift and was so excited that I expedited the delivery and paid extra for it. However, upon arrival, I was disappointed to find that the bag was smaller than expected. I then ordered the correct size and requested a return for the smaller one. The process of obtaining a return label from Herchel was frustrating as they made me go through many hoops. To my dismay, I was informed that I would have to pay for the return out of my own pocket. I asked for a way to return the bag without incurring additional expenses, but was told that I could email *******@herschel.com and they would help me with the shipping fee. I did as instructed and sent an email to their customer service, but was informed that they were short-handed and would get back to me promptly. I waited and sent two more follow-up emails, but never received a reply. Now, 60 days later, I am unable to return the bag. This experience has been completely unacceptable and has left me feeling heated. I no longer trust Herchel and will not be spending my hard-earned money with them again, despite the fact that they were once my favorite bag shop. I am left with a collection of three bags, including one that I cannot use.

I purchased 2 crossbody bag online returned both items and never received my money back it's been 3 months.

I purchase a duffel bag from the Herschel website, and had only used it 3 times when the plastic piece connecting the strap to the bag broke. Customer service has been impossible to get ahold of, and I have been waiting for a response to my warranty claim for 2 months, rather than the 10-15 days that are promised on the website. No one answes the phone when the customer service number is called, and no one is available on the chat. Super disappointed in the quality of the bag and the hideous customer service. Will NEVER purchase from Herschel again.

I ordered a backpack that was delivered to the wrong address by FedEx. When I called multiple times during business hours the phone goes straight to voicemail. When I emailed I got a response 2 weeks later asking if I want a refund or replacement. When I asked for replacement I never got a response back. Now I must dispute through my bank. I am really taken aback by the customer service of a company that is so popular and seems to be reputable.

Ordered 8/25/22, have not received item. I was charged, but item has not even shipped. Cannot reach customer service: not my mail, phone or chat (disabled feature). Buyer Beware!

I have made a number of unsuccessful attempts in trying to get a response from the company. No agents is ever available for chat live and no one answers the phone. I also emailed a number of times regarding the status of my warranty claim. It has now been 3 weeks and no response. The online says they will respond with 10-15 days. Customer Services suck! This is extremely frustrating. Never buy from this company again! If I could give them a negative rating, I would!

0/10 do not recommend purchasing from Herschel. "Express shipping" really means 1-2 weeks before it ships. Did not cancel my order. Didn't reply to 3 of my emails. Don't answer the phone. Unfortunately had to file a complaint with BBB, which still hasn't elicited a response from the company. I don't even need my order anymore because I bought a different product (suitcase in time for my trip which was about 2 weeks after I ordered from Herschel WITH "Express Shipping". I have now been on my trip for a few days now and I just received a shipping notice today) Overall disappointed and frustrated. Word to the wise - DO NOT waste your money.

Made a return over a month ago and no one ever answers the customer service phone and it's been two weeks since I emailed customer service without reply. They still haven't credited my account and I can't know why. Worst customer service for a 'large' company. Never buying online from them ever again.

I placed an order for their limited edition Simpsons bucket hat with Bart on it and after my order went through I was emailed 2 days later saying they were sold out. I have had this happen with Herschel before but this time after emailing their customer service they offered me a %20 discount which I was alright with but I really wanted the hat. Anyways, 2 days later I receive a package in the mail with the bucket hat and it was free of charge! Herschel can definitely be difficult at times but they really impressed me this time!

... but things have gone downhill. I own luggage, duffel bags, and clothing, and it seems they have let luggage and bags go by the way side. I have contacted customer service about fraying leather, etc. on one of our duffels' handles and not gotten a response.

Most recently, I wanted to complete my Highland collection and the medium checked bag came back in stock. I bought it, under the impression by the website which said orders are processed in one day. Well, it's 9 days later and it still hasn't shipped. And I needed it for a big trip next week. Customer service has been fast to reply, but they just say they aren't sure what is happening with the warehouse, and keep saying it will ship the next day, and it doesn't. I want to cancel my order but no one is getting back to me now. Definitely sketchy.

I would give 0 stars if I could. Customer service is basically non-existent. Don't even bother emailing or calling them like they say because they will not answer. I am shocked at how this brand is still surviving

No email notification for the status of the package, slow and totally useless customer support agent, incompetent courier service, no convenient option to get in touch with the courier! My first and last order from them.