HerschelReviews 57

This company is criminal; as one reviewer pointed out, they sell you something then duck and run. It doesn't matter if it's your fault, their fault, or God's fault, they simply don't pick up the phone, return calls, or answer emails when you contact them with a problem. I ordered a lunch bag. Like another reviewer pointed out, it had a vague description & when it arrived it had a giant "KIDS" tag on it but that wasn't mentioned in the description and it was listed in their adult product line. I'm not taking a kids lunch pack to work. When I asked to return it, they ignored my calls, never responded to email, and after an hour awaiting a web chat was told they do not accept sale merchandise back. So buyer beware, across the board policy on any discounted item. I have bought lots from this company in my time. I will never purchase or use their products again. Any company willing to lose a loyal customer over $17 is not worthy of my business. And while I found the no returns policy shocking, it was the complete ghosting of me that turned my stomach. If you're gonna take such an appalling position, have the courage to communicate it! Don't ignore me and my inquiry.

I would echo all the poor reviews. The product quality was poor, nothing like the photos. They were very difficult to get in touch with after multiple attempts by phone and email I tried online chat. Was told I wouldn't be able to return the product and made an "exception" for me. They wouldn't stand by their products and offer to help with return shipping. I went to UPS to learn that it'd cost me over $25 just to ship back out of my pocket. I tweeted my concerns and left poor product review on their website and have gotten no response, they don't care. Don't waste your time.

Vague product descriptions make it easy for you to buy something that you didn't want.

I clicked on "duffle bags" to buy a duffle bag, because I need something with a shoulder strap, and duffle bags come with shoulder straps. I found a duffle bag with a colour pattern I likeed and ordered it. The bag came in, and it was an oversized purse, not a duffle bag: extra long carry handles and no shoulder strap, and no product description indicating that it did not come without a shoulder strap and no comparison to other bags to see the difference in carry handle size.

I've been asking for a week to return the bag, and not a single response from customer service. If the product had been properly represented and described, I would not have ordered this bag.

They don't give a $#*! about you. Their demographic is Gen-Z who feel it is an honour to be able to spend their money at a big corporation for the newest "in" item.

Companies need us, we don't need them. They are privileged to have us buy their products and make them rich; we are not privileged to buy their $#*!ty merchandise.

Order your next bag from anywhere else.

I tried to order as a guest and was told by the site, before I finished, that I had incomplete information. They said i should start over. As I was closing the window a message appeared that said my order was complete. I waited a while before looking for an email confirmation- I didn't see one, so I thought the order didn't go thru, so I created an account and completed my order. Before closing out, I looked at my order, under their "View Order". I saw 2 orders. So I emailed them and called. The call- went unanswered- 3 times. I tried their 24 hr chat and that feature did not work. I looked for communication of some kind during the day- none to be found. Lastly, i went back to their site, opened my account and found no orders listed.

This is beginning to sound like a common problem, poor product quality, zipper broke after less than 1 year, and no customer service at all. The phone number when dialed, tells you to file on line. I was looking to have the zipper fixed in April, 2019, but it is now September, and not only have I not received any options let alone a refund, I have only had two emails for staff who both failed to help. I sent in all the required documents, answered all of their questions and was deemed eligible for a refund. Then they stopped answering my emails, they GHOSTED me, after they said they would give me a refund? How convenient! I had purchased over the course of 9 years, five backpacks from them, but no more!

I buy Hershel for the quality of the brand and will say I am very disappointed with the most current purchase and the customer service I received. I have a duffle, 3 backpacks, and 2 fannies that I use religiously and represent Hershel brand and products everyday. I just made an almost $200 dollar purchase and received a flawed bag with double tags. I sent a message to customer service to get a different bag and was told that they no longer had the one I wanted in stock so I would have to chose a different one, or keep the flawed one for 20% off, When asking if they knew when the one I originally ordered would be back in stock I was told to keep checking back to see if a bag "might" come available and that they would reimburse me after I sent my bag back and it usually takes 10-15 days to process. WHAT! They sent a flawed bag and now I'm out money and a bag until further notice!? How insulting to say the least. I have a busy life and to have had to spend the time to deal with this after being such a loyal representation of Hershel as a brand is sad. I will not be recommending or representing Hershel in the future.

I ordered a bag for $99. They sent me the wrong bag, so I emailed them about it. It was a long, confusing process and I ended up not even getting the bag I ordered. I will only get a refund after 2 weeks (or more). The only positive is their fast response time.

Here's the rest of my story: warning, it's really long.

They apologized basically gave me 3 options: keep the bag and get a 20% refund, full refund and 20% off my next purchase, or exchange with 20% off whichever bag I picked. I really only ordered because I liked this specific bag, so none of these really helped. I asked if I could send back the incorrect bag and get the bag that I actually ordered. They said there wasn't any stock available, and if I wanted that specific bag I could get a refund and use the coupon next time it was in stock. They said it would be restocked sometime in July. (It's May right now) and that I wouldn't get a refund until they received the bag. They said this took an average of 15 days. (This struck me as quite a long time...) I wearily accepted, and asked if they could please notify me when it is in stock. They then replied that they couldn't do that because they don't know when it will be in stock (What? They just said July...) and I could join their mailing list to see when new lines are released. This makes no sense - I'm not interested in new lines, I'm interested in this specific bag. Here's the kicker. They give me this coupon and tell me it expires in 15 days! 1. I don't even get my refund in 15 days so if I want to use the coupon I have to spend EVEN MORE than I already did, and 2. They just told me the bag I want MIGHT be restocked in July, so this coupon is useless... They said I can ask for another coupon if I don't use it in 15 days (which I won't for the above reasons...), but that's just another thing I have to keep track of. Horrible. I'm not the kind of person who writes a lot of reviews or gets upset about things easily, but this has been so much work on my part when it was their fault for sending me an incorrect item. Sigh.

So after all this trouble, I'm out 100 dollars for 2 (or more) weeks, have to go through the trouble of packing and sending the incorrect bag, keep in touch by email every month for a new 20% off coupon or it will expire, and won't even get the bag I actually ordered. Wtf :(

Buyer beware. I recently purchased a bag from the online store. When I got it it seemed alright so I took the tags off and used it for a bit. What I found was that the bag was so poorly designed, it wasn't at all convenient to use. The fabric that overhangs the zipper makes it difficult to open. The inside red stripes are tacky and ugly. The front pocket is difficult to see into completely because the fabric overhangs it. It's clunky and stiff, has no relaxed feel to it. It also looks awkward to wear, make you look gigantic.

I brought my concerns to Herschel and asked for an exchange for a different design of bag. I don't think I was being unreasonable because I wasn't asking for a full return. I was told that because I didn't have the original tags they couldn't take it back because they couldn't re-sell it. So basically they cared more about being able to re-sell the bag than about customer satisfaction. When I told them my concerns they said that it's not viable for them to allow customers to "test" products. So basically you are taking a risk when you purchase from this company as they do not prioritize customer satisfaction.

I like their product but we made a mistake and ordered the wrong size laptop sleeve. There was no invoice with the product. I looked on their site for a return process. The only thing I found was a contact system that required me to contact them then they are supposed to contact me regarding a return. I did that a week and a half ago, nothing. I repeated the steps today, still nothing. I get the feeling they don't want me to return their product, probably hoping I will wear down. Most online businesses you deal with these days makes a return very easy, not these guys. Do not order from them. You may regret it.