Herschel

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!

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.

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!

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

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.

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.

... 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.

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 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.

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!

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.

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.

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.

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!