Herschel Supply Co. Reviews 

Two refunds outstanding for over four months

Very disappointing customer service from Herschel.

I have two refunds outstanding from April. One is a £50 store credit which Herschel confirmed in writing on 23 April had been processed and emailed to me. I never received the gift card code, despite checking my inbox and junk folders as they suggested.

I am also still waiting for a separate refund of £62.99 for another order.

It is now the end of August, more than four months later, and neither issue has been resolved. I have contacted Herschel again and asked them to sort out both refunds.

I will update this review if and when Herschel resolves the matter.

My husband ordered a bag which was slow to arrive and we wish it hadn’t. It was very thin material and was overall a poor quality.
Trying to return the bag has been a nightmare. The website says ‘easy returns’ which is an outright lie. Their website is confusing and you have to pay quite a lot of money to return them. Then when you do return them, and have proof of postage (and delivery) they still don’t refund you. Multiple emails have happened and now we’ve been told it 10-15 business days after they receive the item before they’ll even consider a refund. Then a further 4-5 working days for the money to get into your account. Still no money as of today.

Summary - DON’T touch this company with a barge pole. Awful product, awful customer service and a dreadful returns policy and system.

Overpriced, low quality, and a complicated return policy. I was also not fully refunded.

It’s not surprising that this company has such bad reviews. They are slow, customer reps rude and products are better bought through TKMaxx as they are VASTLY overpriced. Just had one of their customer service reps come back to me with - read the small print after inquired about the ETA - and gave me wrong info so confidently that he has to be a white average joe… product that was meant to be shipped 3-5working days on day 3 isn’t even picked up, they use Royal Mail so if you’re away for the summer you just spent however much for your product to be retuned UNDELIVERED… they don’t use DPD in the uk so if you’re thinking you can redirect the delivery - think again. Royal Mail doesn’t even answer their own phone lines. Absolute disgrace of customer service just don’t do it to yourself

I bought a bag from a legitimate online store. It broke before I even used it.

When I contacted the store, they told me to contact Herschel directly. They made me write a big number inside the bag in permanent marker. I did this thinking I would receive a new bag. They then sent me a gift card for the Herschel site to their same value as what I paid for the bag.

The problem is that I bought the bag on sale. So I would have to pay in a substantial amount to get the same bag.

I now have a broken bag with a big ugly number inside and can’t afford to buy a new version of their rubbish product. I just lost money.

Terrible customer service, awful product.

Low quality products and you have to pay to return the trash you have bought from them

Another Human-less hide-behind-email customer service company

Order the bag, didn’t really like it, ordered a different one instead and tried to send the other one back and I had to pay for postage. I tried to explain to them that the postage should be free because I replaced it with another one of their items and they said because I didn’t follow the process properly I had to pay for it.

You have to wait a day or two for a response from customer service and it’s just a scripted email. Absolute rubbish. If it wasn’t for the fact but I’d have to pay for return postage on the second item I bought, I would’ve returned it out of principle. And, this bag is a replacement for one that I bought 18 months ago, and the quality has gone downhill.. the zippers feel stiff, the material isn’t as good quality and I don’t think it’s going to last very long

I purchased two bags and both had defective zippers. I tried to file a claim and they were horrible. They wanted all these pictures which I provided then they required a video. Never purchase again. Overpriced and POOR QUALITY AND CUSTOMER SERVICE.

An awful company, rude staff, the customer service manager who then got involved was even ruder. A purchase of a backpack developed a fault inside 2 weeks, it took till 4 weeks post purchase for them to even respond they were prepared to take the item back for a refund, however could not generate a return in their system so said 'end of story' I would have to have a credit to use in store and dispose of the item - simply shocking - questions never answered, rude, rude staff - Im still shocked in 2026 this is how companies operate.

My bag had obvious defects and was falling apart from day one. Herschel said it was from my use which is not correct and they refused to honor their warranty. Zero stars.

I had a really bad experience ordering from this company. After 2 months of ordering I never got my order.I tried contacting the costumer service multiple times with no proper reply. It was just a waste of my money.

I’ve ordered several backpacks and lunch boxes over the years. My main complaint is that I received a faulty product on sale and can’t find a way to return or exchange. There is no one on the end of the line if you call, and the chat is a bot!

My order has not arrived yet and I have been having back and forth communication with the customer service, whose information is always the same: apparently my order was lost in transit.
Now that I have read some reviews here, I come to realize that this is probably standard procedure. Oddly they keep losing customers’ orders. I have asked for the backpacks to be sent again. Let’s see what happens and how long it will take.

Before the order was even shipped, i emailed asking to change the item color at 15:02pm or cancel (refund) uk-time. The customer service rep - emailed me back, saying you have to cancel the order, to get a different color and re-order the new colour. She didn't action the cancelling of the order, she got cocky in her reply, over-intelligent, instead of actioning what i said.

I then get a email at 16:21pm, over 1hr later, saying they shipping the order. Complete disregard for cancelling the order, getting me a refund.

Don't use them again, very poor customer service.

I placed an order on 7 January. As of 26 January, the package was still marked as in transit, with no delivery, no confirmed delivery date, and no credible explanation provided.

Despite multiple attempts to resolve the issue, the company refused to take any meaningful action. They did not ship a replacement item and did not issue a refund, even though the delivery time initially indicated at purchase had clearly passed.

Under EU consumer protection law, when a seller fails to deliver within the agreed timeframe - or cannot provide a clear and reliable delivery date - the consumer is entitled to cancel the contract and receive a full refund. I explicitly exercised this right, yet the request was ignored.

What makes this especially frustrating is the complete lack of accountability and customer support. Communication was vague and unhelpful, and no resolution was offered despite the delay being entirely on their side.

Based on my experience:
• Order not delivered
• No replacement sent
• No refund issued
• No clear communication

I strongly advise others to be very cautious before ordering. This has been one of the worst online shopping experiences I’ve had.

Well it appears i'm in the minority here. Had a good experience. Was looking for a flat peak cap for my daughter as she's always stealing mine which is way too big. Found a nice one on this site for not a lot of money. Delivered a few days later, as described, and she loves it. No complaints.

Ordered a bag and a couple of hats. Then read the reviews and thought “oh no”. The items were of excellent quality and well packaged. A bargain from the sale. Not super fast delivery but acceptable. Very happy and personally would buy from them again. Felt compelled to write this review after their negative feedback

I got a small suitcase on wheels the bag has fallen apart in a day. It seems like the wheels have come off all of the wheels that the plastic is just come off so it sounds like a freight train when you’re going down the hotel hallway

The bag lasted 2 trips so sad for this company don’t buy anything from them if you want give money away let me give you my cash app info by all means send away