Herschel

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 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?

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 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.

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.

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.

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 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.

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

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.