Herschel Supply Co. Reviews

0/10 do not recommend purchasing from Herschel. "Express shipping" really means 1-2 weeks before it ships. Did not cancel my order. Didn't reply to 3 of my emails. Don't answer the phone. Unfortunately had to file a complaint with BBB, which still hasn't elicited a response from the company. I don't even need my order anymore because I bought a different product (suitcase in time for my trip which was about 2 weeks after I ordered from Herschel WITH "Express Shipping". I have now been on my trip for a few days now and I just received a shipping notice today) Overall disappointed and frustrated. Word to the wise - DO NOT waste your money.

I ordered their Cruz travel pouch (on sale) for a 3-month trip to Europe—2 weeks before. The bags arrive AFTER I left. When I got back and open package, I realized zed they were seconds—lopsided, weird sewing of seams. Their returns expire in 30 days. They do not answer the phone—was on hold with "customer service for 2-hrs …listening to weird tunes :( & gave up. I'm stuck with 3 crappy bags and no one to talk to. Beware!

Made a return over a month ago and no one ever answers the customer service phone and it's been two weeks since I emailed customer service without reply. They still haven't credited my account and I can't know why. Worst customer service for a 'large' company. Never buying online from them ever again.

Never buying from Herschel online again. They have the worst returns policy. First, they do not provide return labels and second, you pay for shipment to return items. Third, no one answers their telephone!

I placed an order for their limited edition Simpsons bucket hat with Bart on it and after my order went through I was emailed 2 days later saying they were sold out. I have had this happen with Herschel before but this time after emailing their customer service they offered me a %20 discount which I was alright with but I really wanted the hat. Anyways, 2 days later I receive a package in the mail with the bucket hat and it was free of charge! Herschel can definitely be difficult at times but they really impressed me this time!

... but things have gone downhill. I own luggage, duffel bags, and clothing, and it seems they have let luggage and bags go by the way side. I have contacted customer service about fraying leather, etc. on one of our duffels' handles and not gotten a response.

Most recently, I wanted to complete my Highland collection and the medium checked bag came back in stock. I bought it, under the impression by the website which said orders are processed in one day. Well, it's 9 days later and it still hasn't shipped. And I needed it for a big trip next week. Customer service has been fast to reply, but they just say they aren't sure what is happening with the warehouse, and keep saying it will ship the next day, and it doesn't. I want to cancel my order but no one is getting back to me now. Definitely sketchy.

I would give 0 stars if I could. Customer service is basically non-existent. Don't even bother emailing or calling them like they say because they will not answer. I am shocked at how this brand is still surviving

No email notification for the status of the package, slow and totally useless customer support agent, incompetent courier service, no convenient option to get in touch with the courier! My first and last order from them.

When we bought my daughters backpack in 2017, the warranty was very exciting even though I didn't truly believe they would honor it. I was wrong. Just last month after 4 years of use, one of the straps broke. I emailed customer service, again not very hopeful, and the response was fast and courteous. After following the instructions provided (pictures of the bag and defect, cut out tags and had to use permanent marker to write the claim number directly on the bag) they issued us a gift card valued at the original cost of the bag $88. I was in shock! I thought, it probably won't work. Went online to the Herschel store and used it at checkout, it worked! We were able to replace my daughters bag with a brand new one that cost a little more for only $29 after all was said and done. They stand by their word!

The bag It's not insulated all the water from melted ice leaks everywhere if you move the bag due to the leakage through the zipper I have water stain marks all over the cooler now horrible product they did refund me but that's not what I wanted I was looking for a quality cooler smh don't buy