HerschelReviews 57

When we bought my daughters backpack in 2017, the warranty was very exciting even though I didn't truly believe they would honor it. I was wrong. Just last month after 4 years of use, one of the straps broke. I emailed customer service, again not very hopeful, and the response was fast and courteous. After following the instructions provided (pictures of the bag and defect, cut out tags and had to use permanent marker to write the claim number directly on the bag) they issued us a gift card valued at the original cost of the bag $88. I was in shock! I thought, it probably won't work. Went online to the Herschel store and used it at checkout, it worked! We were able to replace my daughters bag with a brand new one that cost a little more for only $29 after all was said and done. They stand by their word!

The bag It's not insulated all the water from melted ice leaks everywhere if you move the bag due to the leakage through the zipper I have water stain marks all over the cooler now horrible product they did refund me but that's not what I wanted I was looking for a quality cooler smh don't buy

I have the crossbody mini backpack. The straps are rigged at the edges. This has caused pilling and snags on my clothing. Herschel customer service has advised me that it is the fabric I wear that is causing the issue and maybe I should switch to nylon. Who wears nylon year round in Vancouver, BC? Who configures their wardrobe around an accessory? They graciously offered me 20% off my next purchase. Be warned. I have advised them that consumers are smarter than that. Who would buy a second product from a company that doesn't support the first product?

The website tried to charge my card but the bank prevented the charge.
Be careful! Card was blocked and I have to re-issue the card.

Fraud! Never her about that china factory and they trying to steal my money! $#*!ing pricks! Blocked my card and bank said that it was Herschel Supply!

1/11/2021 I purchased a bag from their website. This bag blue in color. Due to the navigation of the website I did not realize that by choosing this color the size of the bag had been changed.

1/14/2021- Because of that when I received the bag it was smaller than I anticipated and my laptop (15 inches) was not able to fit in the bag. I called costumer service to see if it could be righted. The woman I spoke to was polite and helpful (as it seemed at the time). She informed me that exchanging the blue bag for a larger one would not be a problem. However the blue color that I ordered initially was not available in the larger bag and I would have to choose a different color. I informed her that my new choice of color would be an orange color. She also told me the the larger bag would be an extra cost and I would be responsible for that cost, which I agreed to. I was told I'd get an email with instructions on how to return the blue bag. I received the email with instructions. Per the email I printed out the information and sent the blue bag via USPS to Fontana CA.

1/19/2021. Tracking information from USPS confirms delivery of blue backpack to Fontana location.

2/5/2021. I have not received any notification of bag being processed by Herschel. I decided I would call the customer service line to check on the process. I spoke with a gentleman that informed me that the blue bag has not yet been processed by receiving and that my account only had details of a return not an exchange. He also told me that the process for an exchange takes much longer than an return and that I'd be better off getting the refund and repurchasing a bag of my choice from the website. He told me that he would contact receiving and make sure that the blue bag would be processed by end of day and that I would get an email with a discount code to use for the troubles I had been experiencing. When I went to the Herschel site to purchase another bag I found that the blue bag (my first choice) obviously was not an option but also the orange bag I was hoping to get was no longer an option as well! So now I have two bags that I wanted that I am unable to get.

2/8/2021 I have not received an email with a discount code or notification that the blue bag had been processed. I have not received any refund to my account for the blue bag purchase. I decided to yet again to call customer service, I straight away asked if I could speak to a supervisor due to the complications I have had on my previous two phone calls of the customer service representatives not following through on the promises made to me. She informed me that she was unable to do that for two reasons 1. The supervisor was conveniently in a meeting and 2. She physically was not able to do it because of the lack of technology with the phones and associates being work from home. (Side note: I work as a receptionist at a tech company and use a phone app because I am work from home as well. I find it very unlikely that the phone app Herschel customer service representatives are using lack the ability to transfer a phone call. Which is infuriating) After The customer service representative had a chance to review my order number she confirmed that the blue bag had still not been processed by receiving in Fontana CA. After some discussion with her I had made the choice that after all the hassle and empty promises from the Herschel company all I really wanted was my money back. She said that she would refund my money and that I would get an email confirming the refund and that the refund would show in my bank account by the end of the week (February 12th). I have received an email stating that the refund has been applied.
I informed her that I would still like a phone call back from The supervisor but have yet to received one. Out of pure curiosity I called again a few hours later to see if I could reach the elusive supervisor, and surprisingly she was conveniently still in a meeting.

So here I sit with no back pack, hoping that the refund actually hits my account out my shipping expenses and hoping to hear back from the supervisor.

I am am terribly disappointed with the service I was given. It is highly unlikely I will ever do business with this company again.

Bought one of their premium bags for over $300, and the corners of the bag wore out where my laptop was rubbing against it. The bag has no padding, so it damaged the corners of my laptop when I carried it in this bag. Horrible customer service, emailed them twice, no reply. Had to complain on Instagram before they would get back to me. They claim the stand by their lifetime warranty on their products, but that's a lie. Wish I never bought this bag.

Suitcase falling apart after 1 car trip. I never write these reviews I have have never been treated so poorly as a customer. I had also shelled out $200 and had the product deteriorate after one use. They would not offer and exchange or return. They did offer me 40% of my original cost for a return with shipping on me. Aweful aweful.

Beware. Their bags look cool but are constructed from weak, poor quality material. Expect to throw out within 1 year. Zero stars

I ordered and item on Dec 5th 2019 it took until Jan 20th for anyone to respond to me about an item I wanted to exchange. I bought a wallet and the zipper does not work. I called no answer, live chat no answer email no answer. DO NOT buy anything from this company online. Finally tried again and someone answered the live chat and sent me a email. I did as the email said and got no reply again. Went on live chat today and the excuse again about the holidays and sales and how they are backed up. I said I just want a refund at this point and all I get is understandable you won't have to send the item back. It doesn't work why would I sent it back I wanted and exchange because it was a gift. Don't have sales if you cannot handle the volume. Excuse after excuse I have never had customers service this bad to not answer anything for months. I agree with everyone else. They take your money and ignore you.

Do NOT buy anything online from this company! Upon arrival thier products are garbage. The quality is horrible! Please save your money! They advertise thier dollar store quality products as high quality. I bought a $75 bag and when it arrived it was total crap! I paid $9.94 for delivery and when i wanted to return it, I was imformed that i would be responsible for shippin?! It cost me $21 to return thier bag to them! I am bascially out $30 and i have nothing to show for it! What a rotter of company, i will NEVER EVER EVER buy from this fraudulant company again.

Honestly, worst company I've ever had the displeasure of dealing with.
I placed an order, which Hershel Supply Co. Advertised would arrive in 2 days. Holidays are always a busy season, and I understand packages can get lost or arrive late, however when I emailed the company about my concerns about the package not arriving in time, I received no response.
I tried contacting them via their advertised call centre, however there is only ever a message that states no operators are available to take calls. Additionally, they advertise a 24/7 messaging service for customer support, however this too only provides a message stating no one is available, leading me to believe neither of these services are actually provided.
It has now been weeks with no response from Hershel to any of my emails, still no product, and Hershel still has my money. At this point, this experience genuinely feels like fraud.

Looking at other reviews of the company this is not an isolated incident. The company is building a reputation for treating customers terribly, and making it extremely difficult to either have product warrantied, or get money back.
Ironically, while viewing a video of Herschel's chief legal executive she talks about how preventing others from scamming the company through production of counterfeit goods is a major priority, yet the company seems to me from my experience so far to be scamming its own customers through not providing the services advertised, and giving no regard to the fact that some may want their money returned to them as a result of the fact no product has been delivered.