Herschel Supply Co. Reviews 

Cheap quality tears easily. No good from it at all.

I have no idea how these products became so popular. I got my first Herschel bag a few years ago. The zipper and lining ripped in less than a year of use, so I contacted customer service and they gave me a gift card in the amount of the backpack, which I was very happy with. I was a little put off by their return process, however. They make you cut off the straps of the backpack and write with sharpie on the inside so there is no way you can use it. I'm not sure the point of this since I was refunded for the backpack because it wasn't usable in the first place.
Anyway, I really liked the look of the products, and since they were helpful the first time, I figured my bag was just a fluke, and I ordered their small rolling suitcase and the large one as well. I took the large suitcase on vacation, and when I got to my destination the lock was stuck and there was no way for me to open it. I wrote down my combination when I set it, and I even tried similar number combinations in case I put it in wrong originally, but nothing worked. There is a way to unlock it with a pin, so I tried that, and it wouldn't open. Clearly the lock broke in transit. I did check my bag, so I'm sure it was thrown around a bit, but you really can't sell an expensive large suitcase that is incapable of being checked. I ended up having to have a hotel maintenance person cut the lock. I called customer service, and again Herschel made me destroy the suitcase before giving me a new suitcase. They refused to just refund my card. I wanted my money back since the suitcase broke on the first use, but they refused.
The little suitcase is still fine, but I've only taken it on car weekend trips, and since it's small, I can't put a lot of weight in it.
Then my second backpack (the one I bought with my first refund gift card) broke with only 6 months of use. I contacted costumer service and didn't hear from them for 2 weeks. I emailed again and nothing. Finally, I called, and wait on hold for an hour. They said their customer service was really backpacked up due to the "high volume of complaints," which didn't surprise me. When I tried to return it they said they couldn't because it was bought with a merchandise card. I spoke to a manager who agreed to send me another merchandise card, but I have NO interested in another Herschel bag because they keep breaking! I tried to ask for a refund to my credit card, but since I bought the first bag through Amazon they said I couldn't. However, I bought my large suitcase on their website and they also wouldn't given me money back for that, so I don't think it matters where you buy it. They just never give money back. I finally got another merchandise card after THREE MONTHS of dealing with customer service. I do feel bad that they are overworked, but it was $100 that I was trying to get back.
I don't know what to do with another Hershel backpack because they are clearly useless. Maybe it would be a good gift for someone you don't like, or if you only carry feathers in your bags and never check them. Maybe everyone has their products because they refuse to ever give money back, and only give out gift cards, leaving you no choice but to re-buy.

I have an Americana backpack with broken magnet clasps so I asked them if they offer warranty without receipt and they quickly responded to me with complete details on how to apply. I submitted my warranty form the next day and without any hassle they were able to give me a discount voucher. Thank you Herschel for offering warranty to customers and for the amazing service! I've been a loyal customer since 2014. :)

I bought a Herschel backpack from a Zumiez store in late August of 2019 for fall. By December the threading came apart and zipper fell apart. The store gave me a number to contact them. I was directed to an email that they never responded to. I went on their chat line and did everything they told me. It has been a month with no reply and I was informed that if I tried to contact them again it would delay my place in the line. What a scam. They do no value their customers. Do not buy from this company. I would have given no stars, but it wouldn't let me!

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 love the product (in general) but the customer service sucks big time

I am trying to return I item I bought online.
- cannot login.
- reset password functionality does not work
- the "chat" option on teh website does not work / launch
- I have emailed customer service four or five times. They do not respond

A reviewer below said " it is run like a scam company" Exactly my thought. Its a classic scam experience. I am usnure if this website is real or fake at the moment

Avoid like teh plague and buy through authorised dealers in person

I placed an order, which Hershel Supply Co. advertised would arrive in 2 days. Holidays are always a busy season, and I understand packages can get lost or arrive late, however when I emailed the company about my concerns about the package not arriving in time, I received no response. I tried contacting them via their advertised call centre, however there is only ever a message that states no operators are available to take calls. Additionally, they advertise a 24/7 messaging service for customer support, however this too only provides a message stating no one is available, leading me to believe neither of these services are actually provided.
It has now been weeks with no response from Hershel to any of my emails, still no product, and Hershel still has my money. At this point, this experience genuinely feels like fraud.
Looking at other reviews of the company this is not an isolated incident. The company is building a reputation for treating customers terribly, and making it extremely difficult to either have product warrantied, or get money back.
Ironically, while viewing a video of Herschel's chief legal executive she talks about how preventing others from scamming the company through production of counterfeit goods is a major priority, yet the company seems to me from my experience so far to be scamming its own customers through not providing the services advertised, and giving no regard to the fact that some may want their money returned to them as a result of the fact no product has been delivered.

I will never buy any bag from them. Mine was broken on seams after 4 months. I asked for a replacement because of the lifetime warranty : it’s not covered by it ! Totally crazy for the price of their bags.

Currently having a similar experience to other customers. Ordered a bag last week as a Christmas present for my husband, a couple of days later received an e-mail to say the order has been cancelled - no explanation, just that it was cancelled. They still have my money and are not responding to any e-mails. Live Chat on their website claims to be 24/7 but it doesn't work so it's not. I thought Herschel was a premium brand but it's run like a scam company.

My son has had a Hershel bag for years so I decided to buy him a new one,what a mistake! 2 weeks later it’s still not here and customer service is a joke, according to the tracking history it’s lost but Hershel won’t send a replacement or refund my money

I'm in shock at how a company this big has such a bad customer service. Clearly for them it's all about the profit. They did not accept my return. Seriously, be flexible people. What is a 100 euros for you? Pathetic. If it's that much that you don't want to make the return, you really must be going bankrupt. I wouldn't doubt it with such a crap customer service. It's almost 2020, wake up and step up.

I bought a second hand Herschel rucksack off e-bay and it arrived with a buckle missing. I contacted Herschel's customer service team and they organised for a new one to be sent out to me for free, it arrived within 7 days of me contacting them.

TERRIBLE REFUND PROCESS! AVOID IN THE UK!!
I ordered two bags from the "UK" site, and they arrived quickly although from the Nederlands. One bag is not the colour I was expecting (I thought it was a white/cream and it's grey), and the other for my daughter is not the right size for her needs. I want to return them both, and initially, considered an exchange. However, I looked for the receipt and returns form (as is very normal with online orders), and there was nothing in the bag apart from a blank postcard. Then I looked online and saw Herschel have appalling reviews of their refund process. Oh no. The live Chat does not even have a link and their customer service number in the UK does not work. I sent a message via their website but surely there should be an easier process for an online purchase return and refund? Better to buy this product (which I will not be!) from John Lewis, a trusted store with an excellent returns policy, rather than directly from Herschel themselves. No brand loyalty happening here, if they cannot be bothered to make a refund and return a simple process. I have not heard back yet about how to return these bags for a refund. I will never buy this brand again.

Ordered a product of them, it got lost and I received such bad customer service intailly, until I Emailed them, they then gave me a 20% discount code so I thought I’d try them again and ordered something it came on time good product but they have the worst returns policy as the product is slightly too big for me and I just wanted exchange it. I now have to pay for tracked shipping to the Netherlands to send it back! I stand by my first opinion of them which is great products and crap customer service.

My daughter wanted a Herschel back pack for Christmas. As they are a premium brand this was to be her main present. When Christmas Shopping our local stockist did not have many to choose from regarding colour options. I went on line direct to Herschel website and to my surprise they had lots of reductions including the product I wanted. I placed my order, paid and got an e-mail confirmation. Daughter was delighted. Very late the following day I received an e-mail to say my order had been cancelled and that they would refund my money but this could take upto 5 days and have 15% off your next order. They also said that the product would still appear on the website but was out of stock. I replied straight away, saying that this was not good, that my daughter was very upset and how can it take 5 days to refund me. I never received a reply from my e-mail. Would never order from them again.

Had a problem with my last bag. Got a gift voucher on warranty.
Very easy to use. Good service. Definitely recommend.

My bag was damaged when I put it in a locker at the gym, in all honesty I was at fault for the damage. I explained this to Herschel, there response was that they stand by the quality of their bags and that I was eligible for a replacement under the warranty. I received a brand new bag within 2 weeks of notifying them of the damage.

Excellent customer service, like no other I have experienced before! Trust me, buy their bags you won't regret it.