Brooke T.

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.