Herschel

I ordered their Cruz travel pouch (on sale) for a 3-month trip to Europe—2 weeks before. The bags arrive AFTER I left. When I got back and open package, I realized zed they were seconds—lopsided, weird sewing of seams. Their returns expire in 30 days. They do not answer the phone—was on hold with "customer service for 2-hrs …listening to weird tunes :( & gave up. I'm stuck with 3 crappy bags and no one to talk to. Beware!

... 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.

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 bought my kid a backpack and lunch box for school at the Herschel Store while visiting Vancouver. Got home and the zipper is broken on the Lunchbox. No problem, right? They say they have a lifetime warranty - WRONG! NO ONE answers the phone, responds to emails or replies to the Warranty Department! They are such a sham and scam! DO NOT buy anything from them!

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!

They require customers to pay for return shipping for any exchange or return. This makes no sense. I could have bought it through a third party (Macy's, Nordstrom, which they would have to pay to carry their products) and had the ability to exchange it. They lost a lifetime customer due to this policy

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.

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.

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.

Never buying from Herschel online again. They have the worst returns policy. First, they do not provide return labels and second, you pay for shipment to return items. Third, no one answers their telephone!

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.

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.

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.

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.

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

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 ordered Two items back on December 14,2020. I have yet to receive either the product or even an email indicating anything about the product or its arrival. At this point I think I've probably been scammed and will never see it or my money back

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?

It's unbelievable that we have to pay the returns shipment! I am disappointed!
Too bad for you Hershell!

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!

They come up with ridiculous policy which didn't inform me before about return. Wasted money for this $#*!ty bag. They just ignore customers. Only listen to good reviews. Worst customer service ever.

After having tried to order an item from the website TWICE and having it reject due to being out of stock, I kept writing customer service. So far, website maintenance sucks and customer service is worse. After reading about quality issues here, I'm feeling like I got lucky my order didn't go thru!