Herschel Supply Co. Arvostelua 

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.

HORRENDOUS SERVICE!

I ordered a backpack and the button on the front pocket is faulty.

I’ve emailed TWICE to get a response to get this sorted but I’ve not had a response. The live chat is also non-existent.

Unfortunately this will be the last time I shop with Herschel.

They will transfer you to Isabel, who only responds with a scripted message of no help and then blocks you from the chat. When you send an email, there is no response. a replacement luggage or issue a refund, but they are not taking any action. If they want to test the waters, engaging in a dispute with ample documentation, including support from the carrier, does not reflect well on them.

Ordered two bags in the Black Friday sale and only received one. Sent two emails and no response so used the chat function on their website and they asked me to email the same address with photo proof. Have not heard anything back from them. Will avoid like the plague now and shop elsewhere.

Is not clear when you purchase directly with this company that you have to pay for the shipping of the returns.

I recently encountered an infuriating situation with Herschel Canada that compelled me to share my exasperation. I placed an order #ca-372389 and received my package, only to discover a missing bag. What followed was a relentless effort to seek resolution.
Despite sending three emails, engaging in multiple chat sessions, and making phone calls, my attempts to resolve the issue have been met with utter silence. The lack of response from the customer service team has left me feeling abandoned and frustrated.
The missing item was fully paid for and wasn't received due to carelessness from the person in charge for packaging orders. I had hoped for a prompt and effective resolution, but the unresponsiveness has eroded my trust in the company.
This experience has cast a shadow on my perception of Herschel company, and I caution potential customers to be wary of potential issues and the apparent difficulties in reaching a resolution through their customer service channels.

Fast delivery, perfectly packaged.

I had returned items I no longer needed and had to wait 10 business days for the warehouse to receive it and the 4-5 days business for the refund.

Which is long in comparison to other companies.

However, I also had to contact them to make them aware they were late on the refund after waiting over two weeks only to find out that the communication between the warehouse with my delivery was not done and have to wait more days for my refund.

The experience has shown me Hershel have a poor system and poor communication with the uk branch and I won’t be ordering from them.

Avoid patronising Herschel until their returns system is fixed.

I returned an item with 24h Royal Mail tracked on Oct 12, 17 working days later, Herschel is yet to acknowledge and the customer service is not helpful.

I wish I read the reviews before purchase. Also recommend getting your credit card provider involved for your chargeback claim

Again, I should have listened to the reviews on here, but I learnt the hard way that this is a company that does not like to give refunds.
After buying two bags, I decided to keep one and return the other.
This return was made the day after the item was received on 2nd October.
I gave it 2 weeks then contacted Herschel to see if the item had been received. Repeatedly I was told that it is taking 10-15 business days (which does not include weekends) for returns to be processed from the date they have been delivered back to us.

Once the return is processed, you will receive an email regarding your refund. It usually takes around 4-7 business days for the refund to be reflected on your bank statement.

We are now almost a month in and no acknowledgment.

My advice, don’t buy directly from the Company, they will make things very difficult if you have any kind of problem with their products!

Habe eine Tasche gekauft online auf markenkoffer von Firma Herschel die nach einem Monat kaputt war
Musste die Reklamation über Herschel direkt machen da der Hersteller Herschel darauf besteht diese selbst zu regulieren
Der Service eine Katastrophe
Schadenersatz Katastrophe
Über 1 1/2 Monate immernoch keine retoure
Kein Geld

Lächerlich

Definitiv nie wieder!!!

Qualität ebenfalls schlecht!

Genuinely difficult and tricky company. They sell different products with exactly the same name but are difficult if you purchase the wrong one by mistake. They make the customer pay for returns and even once you've done this and sent the tracking information they do not process your tracked return for 10-15 working days after it was delivered to them. After this is takes a further 5 working days for them to actually process a refund - only after these 20 days after your item was delivered back to them (not sent to them) do they agree to talk to customers about any lack of communication/refund. Clearly do not care for customers just money and make returns as difficult as possible hoping you either don't bother or forget about it while waiting.

Worst customer service ever! I have ordered a bag online. Received an email after couple of days that it is out of stock. However, it was available online!

This company is Trash and the owner is a cuck.