Herschel Supply Co. Reviews 

We ordered two black suitcases as a gift on Jan 26, 2023. The gift was opened May 18, 2023. One of the suitcases is pink. On May 19, Herschel refused to replace the pink suitcase with the one that we ordered or offer a refund or return.
...but they did have the nerve to offer 30% off of full price if we buy another one at retail!

On 6th April I had an issue where my wheel broke off of my hard shell case. To be fair issue was dealt with promptly but I was told I’d be able to order a new case with my credit note. However, for three weeks there has been no hard shell luggage available. I was told the website is replenished with stock every two weeks…that’s three weeks now. Not impressed.

Ordered and paid for a bag, several days later I received an email to tell me that the bag was not actually in stock and that I would receive a refund, plus a discount code was given by way of apology for the incovenience.

Went to use the discount code on a different bag but it was not valid, contacted customer service who quickly responded apologising and asking for the code which I sent - I then never received a response. I emailed again but again did not receive a response from them, because of this experience I will no longer be buying anything from Herschel.

**DID NOT RECEIVE REFUND UNTIL AFTER I FOLLOWED UP, OVER A MONTH AFTER ITEMS WERE DELIVERED BACK TO HERSCHEL**

I ordered several things for Christmas. Upon arrival, I was very disappointed in 3 of the 5 items and returned. The return process was a hassle. I had to “request” a return, wait several days for a response, then pay return shipping. I did not anticipate having to pay return shipping although I acknowledge I did not check prior to ordering.

I sent the items back 2/13/23, tracking shows they were received back to Herschel on 2/15/23. As of 3/19/23, over a month later, I’d not heard a word from Herschel. No acknowledgement of receiving my return, no refund, nothing.

I reached out to Herschel via email and immediately rec’d a canned response email saying the company was very busy, it would take several days to hear back from them, and to consider their chat.

I went to the chat and had to provide the order and return authorization number, and tracking number for the package that I paid to return. After proving that the package was signed for by someone named Gabby at Herschel, the refund was issued almost instantly. Of course the shipping was not included. There was no explanation of why my money had not been returned, and I AM POSITIVE MY MONEY WOULD HAVE BEEN RETURNED TO ME IF I’D NOT GONE TO HERSCHEL.

At the end of the chat I asked why I hadn’t received my refund without having to proactively reach out to the company? The response from Herschel chat was “No worries- the warehouse is really busy”.

“No worries”?? Clearly on Herschel’s end, but the chat person as a representative of Herschel certainly seemed tone deaf to what I was saying. It was a worry for me, that’s why I’ve been waiting for over a month. It’s my money, and I worry about it! It’s clear Herschel does not, so “no worries” I won’t be ordering from your company again

I purchased a duffel bag as a Christmas present for my husband and the next day, received an email that it was out of stock. No problem; I ordered another one the following day and received it on time. However, we were dissatisfied with the look of this one and wanted to return it. The return process has been awful. Customer service does not respond to emails and cites "a busy time" in their automated messages. After much back and forth, I finally got a return label and sent back the bag. Per their website, refunds can take up to 10 days to be credited back to your method of payment. It's now been 2 months with no acknowledgement that they received the return (I know they received it b/c I have a proof of delivery from UPS) and no refund back onto my card. This is truly one of the worst customer service centers I've seen, for a product that is mediocre at best.

My K Mart and Daiso backpacks have outlasted my Herschel over $100 backpack. The woven straps that hold the straps on have completely disintegrated. I have never seen that happen before. Herschel says they are not responsible because I bought from David Jones and not directly from them. David Jones is not exactly a dodgey shop. Herschel- I will never ever buy another of your products

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 their customers service 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.

Baby hat sizes are very wrong! I ordered the 1-2year hat for my 6 month old and it didn't even fit on her head fully. She has quite a small head in all other hats!
I would not order from here again due to this and because they make you pay for postage to return the items! Waste of money and royal mail benefitted from the £4.50 postage.

I had to contact them twice. First they cancelled my item from an order. The bag was more on sale when I bought it and because of everything I’d have to pay for shipping when the order I had free shipping. Customer service made it seem like it was such a hassle dealing with me from the beginning. The bag came in and the zipper was cheap and made I had to use to much more to open the bag I felt like I was going to break it. I wanted to return it but they said I had to pay for the label. I contacted them again and they told me I had to pay. I told them the zipper issue and they told me I had to send them a video and they would debate. The guy didn’t want to help me at all and wasn’t understanding about anything. Don’t buy from them. If there are any issues they won’t help at all.

I love the style and colour of my backpack, it goes well with all my outfits. The customer service was also exceptional, they answered all my questions promptly and provided great assistance. I would highly recommend Herschel Supply Co. to anyone looking for a stylish and high-quality backpack

Never order from this site. I ordered a bag in Black Friday, got my order one week late to find out they sent me the wrong product. I contacted them a several days later they sent me shipping label to return the product and said they would ship me the correct product ASAP. To this date I'm still waiting for my bag and I'm afraid I might not even receive what I purchase once it finally arrives. I'm thinking about asking my bank to return the purchase. Also customer service is non responsive. I have a trip coming up and I need the bag. Save yourself from the hassle of going through this and don't order from them.

Disappointed that an order I placed took 14 days to be delivered (10 working days) and I didn't have what I needed on time for my trip. I'd prefer it if that was stated on their website instead of them claiming that shipping takes 1/2 working days. In my case, shipping took 10 working days. The positive is that they refunded 20% of the value of my order.

I placed an order on 3rd for a bag and was told 1-2 business days for delivery. It’s now the 9th Dec and I have not heard anything regarding the status of delivery for my order despite contacting their customer service on weds 7th. I just want my order to be cancelled and my
Money returned as they are in breech of my customer rights and I will be contacting the financial ombudsman if I continue to have no response. I wish I had seen these reviews before I ordered but I stupidly assumed they were a legit company!!

I ordered 3 items on 22.11.22. After payment, they sent an email that one beanie was sold out. But they didn't send me 12 Euro. I used my foreign debit card while shopping. maybe about that but I sent 2 emails to customer service with my bank account documents and still there is no answer or solution. I've been using Herschel for a long time but I never buy again sth in Herschel's Germany store.

I am waiting for a solution!!!!

Item ordered on 24th November, then informed it would be delayed by a further five working days in addition to the usual two for delivery. Contacted customer services on day seven, after still no confirmation of dispatch, to be told warehouse staff still dealing with delayed orders and no confirmed dates for delivery. Received email today (day nine) informing me the item is not in stock. However, their website now appears to have the item in stock but with an increased price, strange. Regardless of an offer of 15% off my next order, I wouldn’t give them another penny. Neither should you. Utter incompetence.

I have been waiting for my wallet for 2 weeks. Customer Service does not react. i wish i had read on here how horrible they are. Nver will i ever purchase sth from herschel again

Wish I’d read the reviews on Trustpilot before ordering, placed an order on 24/11/22 and supposedly they have next day delivery. It’s now 30/11/22 and my order hasn’t moved - it’s showing that they’ve got it. I need this bag for a journey I’m going on soon, very frustrating

No way to reach customer service. Do not buy from this company, there is NO customer service.

I ordered on Thursday 24/11 , paid 10eur for express delivery to receive my article on time. We are Wednesday, it is still not dispatch. At least, I got the refund of the express delivery fees.

Horrible. I try to return an item and They make it impossible. You have to go to a store, print off the label and then go purchase some sort of packing tape (??) or something to ensure the label sticks on. I’ve been to two ups stores today and STILL unable to return this item. So ridiculous