Herschel Supply Co. Arvostelua 

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.