Herschel Supply Co. Reviews 

Bought a bum bag and the stiching was gone. I tried to return it and customer service said I would have to pay to do so, despite them admitting there was a defect with the bag. I honestly cannot believe how such a big brand has non existent customer service. I will never buy from Herschel again and I will be warning anyone I speak to!

How is this company still in business with such horrible service??? Absolutely horrible customer service. Requested the cancellation of a item I ordered in less than 12hrs. It was still shipped. HOWEVER, it was never delivered and returned to sender. So now they have my money and the item since July. It is now SEPTEMBER!
I have sent countless emails, and tried to make several phone calls, but the call is disconnected while you’re on hold. I’ve never seen anything like this from a company of this statue and reputation. I am seriously puzzled how a company at this level can have such poor quality customer service, and gets away with it. How is this possible?

Should have read all these bad reviews before buying... Got asked to confirm the billing address (otherwise the payment wouldn't have gone through) but never the delivery address. It happens I bought something years ago from them and my new bag has now been delivered to an address I no longer live in. I don't even live in that city so no way for me to get the package back. They must have the most efficient delivery system ever because it was impossible for me to change the delivery address despite having contacted customer service less than 5 minutes after the order went in. Customer service basically just told me to go and retrieve the package myself. I guess I will pay the train fare and wait until the current tenants of the flat show up. Useless.

Custom service was really good

Awful Product and customer service. Bought bag for my wife. In the past the quality was good this was not. On arrival contacted customer service and must say the return process is very hard work. Return label hard to get and even harder to print. Recorded delivery shows item return received by them, but no refund of money. Email to them 3 days later to be told, they have received the item back but need the returning department is busy and would take 10-15 working days to confirm the item received and then 3-5 days for money to be returned. So if you buy and return an item it will take about 30 days to get your money back, you will need to pay the return postage and you could also lose £5 as a restocking- return reduction. If you are happy with this and you think the item is worth the chance, buy if not think again.

Ps found an item by them at TK Maxx at £12.99 reduced from £39.99!

Complete lack of customer service. No refunds and nobody cares at their end,. I ordered a bag which was never delivered and have been chasing them since for a refund but haven't recieved any response. Please avoid them

I’ve bought a wallet, bag and T-shirt. Love the wallet and Bag, but th T Shirt was horrible. I’m a XXL and it’s super short like a little bigger kid would have. It doesn’t even go to the waist. Please start buying XXL XG Tee’s and the shirts would be great.

I bought a black Herschel backpack some time ago. Bad choice. I’ve noticed as time passed the black bag was turning to a rust colour in areas exposed to light. I’m not talking extreme heat and sun but our typical northern uk climate!! The purchase was expensive and my bag looks awful so I contacted company. Surprise surprise their “ lifetime guarantee “ doesn’t cover their use of defective non fade resistant material in manufacture.
Not happy camper so I would definitely not recommend this brand of backpack. Spend your money more wisely elsewhere.

Engage with this company with eyes open. Bought 2 items which wasn't quite what I expected, so quickly returned both items for a straight refund, and proceeded to order the correct items. Simple enough you'd think.
But after 3 weeks, only refunded 1 item, saying that's all they have record of recieving, even though both items were in 1 envelope? Maybe postman stole 1 item, but unlikely.
My first time with buying from this company wasn't a good experience, so unlikely to buy from them again. I gave them every chance to rectify the situation I'd have thought it would be in their best interest to resolve issue. And turn what could have been a bad first experience to a good one, but I don't think the company was too bothered really.
By all means do use company if you see something you like, but just be cautious when returning anything, and give them a heads up and inform them what you are returning and keep record of it if you can, do all the work for them, as they don't seem to have anything in place to prevent mistakes if you don't follow returning procedures 100% to the book.

Utter junk. Backpacks are trash.

Their black back packs turn a gross ugly faded brown in the sun (pretty quickly I might add) and bc the sun doesn’t hit all the spots the same it’s quite obvious there’s something wrong looking w the pack. Also keep reading that their warranty’s are a hoax and you’ll never get anywhere submitting a claim. Boooo Hershel, such a big company should do better 👎👎

Unfortunately a very bad experience. The backpack i have bought is not of good material at all and not as described in the website. It is too small and not worth it’s price. I had to sent it back to heschel on my own expenses and unfortunately they say they didn’t receive it. They deny that they received my back and wouldn’t give me my money back. They are so unprofessional, they are pure Thieves !!!!

A joke of a company. Terrible customer service. Zero transparency and really bad communication. Their lifetime warranty is a big lie and they make everything hard for the customer. They are patronising and the disrespect is unspoken.

On top of Herschel offering one of the worst supports I ever had to deal with, it is a brand with bad quality products. As a once loyal customer, I had multiple of their products over the years - all of their suitcases broke. If not the zip, the wheels. Despite that, this was my first time ever claiming the warranty that was allegedly a right at the time of purchase.

They are not helpful at all and make you go through a ridiculous amount of back and forth to resolve a simple problem which, needless to say, didn't get resolved in my case.

For a similar price range, and MUCH better quality and well designed styles, go to Eastpak. I have no complaints there, on the contrary. Beautiful, great, long lasting products, transparent company that actually cares about the customer and their own reputation.

Disgrace of a company with awful customer service.

Had an issue with a drawstring which I was told was covered under warranty. Told they had my colour in stock.
Sent my first replacement order to Canada when I live in the Uk.
Sent my second order to me in the wrong colour.
Have now been told that they never had my string colour in stock at all.

I now have a final email telling me it’s tough luck, we don’t do your string colour so just deal with it. Don't worry though they’ve said they’re sorry so that must be all forgiven.

All of this took over 2 months. I will now have to go and purchase a bag from another company.

Beautiful bags, well made and functional.
Also, the best customer service I have ever had the pleasure to use. Far exceeded my expectations.

If I could put zero stars I would. This company does not appear to have any systems or controls in place for returns. Therefore, do not expect a refund when you return your items.

After being sent the wrong item, I was told I had to pay for the shipping to return it to them. How they can justify this, I do not know. I was offered the shipping amount in store credit which is absolutely of no use to me, so I'm out of pocket and had to wait over a month to even hear back from them. Absolutely unbelievable.

Sent the wrong item, then spent over a month not replying, not answering the phone, and not having any agents available on their chat to sort out the issue. When I finally got through to someone they were rude, slow and unhelpful.

I ordered a bag from Herschel and it arrived badly damaged. Whilst this is likely something that happened in transit, their handling of the situation was horrible. I had to pay over £6 to ship it back to them, which they only refunded via a gift card.
According to Royal Mail tracking, the parcel arrived and was accepted on 17th November. Two weeks passed and I had no confirmation of refund processing from Herschel yet. This was concerning as I was then £100 down and had nothing to show for it.

I followed up on email to their customer service agent who had replied previously and also emailed the main inbox directly separately. After a few days with no reply after their stated reply timeline, I tried again. I received no response to any correspondence, several times.

Trying their online chat I was often placed in a queue that never seemed to get close to ending, often it would just time out despite me keeping my browser active and clicking onto the chat regularly to ensure I stayed in the queue. Receiving this automatic message I would have to rejoin the queue: "You appear to have become inactive, so I will need to close this chat window in order to free up the queue. If you require any more assistance, feel free to reach out to us again! Thanks, and have a great day!"

They also offer the option to call them, however, it will revert to a recorded message saying they cannot come to the phone and to please reach out to them via email or chat.

Today - 3rd January, I finally got through via online chat and was able to get my refund processed, just under seven weeks later. The reasons given for the brick wall I had been facing was that the original agent I had spoken to about triggering the refund was in hospital. Why this explains how all other emails to the central mailbox were also ignored - I do not know.

My advice - don't buy if you think there is a chance you will need to return something.

Having a very hard time trying to get a refund for a bag (which was returned due to the zips making a very loud jingling noise with movement). Have emailed numerous times. Live chat doesn’t work. You pay for returns and luckily I have all the tracking info showing it has been delivered to them.