Herschel Supply Co. Reviews 

I have bought the Hershel Retreat backpack and I was using it for the past 4 or 5 years. It held up fine, but now its really starting to show its age and started detreating quickly, also about a year ago it started to fade and its not black at all anymore but brown and doesn't look good

Bad service
Shippwd veryyyyyyy late

paid for express shipping and still hasnt shipped after a week..

I wrote to the Support more than 2 and an half week and have got no response. The funny part is you can ask them if they got it and they answer. But they don't do anything about your claim and they say in the next days (over a week ago) I will get a response. When I won't get an response I will call the Stats Consumer Protection of Austria, because that is an Illegal bad Support.

Very late shipping. Customer service very difficult to reach. Placed an order ten days ago and it is yet to be shipped.

Terrible customer service. Took 10 days to ship when I was told I would receive it in 3. Customer service DOES NOT answer inquiries.

Filed a claim to switch out our book bag that we was told it had life time warranty. So far we have not heard anything from anyone not even from emailing. Chat lines are down and same as phone lines so now I'm assuming I'm screwed and will have to buy another good bag and of course not from you!!

I bought a bag in the sale but it wasn’t suitable. When I tried to return it I couldn’t. Cynthia at customer service on the live chat was very helpful and explained that in the U.K. it is possible to return items as we have different laws. She sorted out the return immediately. Stress over.

Terrible customer service, I ordered an Orion bag on their website and the metal clip broke after a couple of weeks. I've tried to reach out to the customer service several times, I was asked to send pictures and videos of the product, since then nobody has come back to me - even the phone number or the live chat on their website don't work. Very bad product quality and an extremely frustrating customer experience, I would definitely stay away from this brand!

I've had a medium Little America bag for 3 weeks and the leather strap has deteriorated and would like to point out that it's not wear and tear due to bad treatment. So I asked for a guarantee and it was refused without any explanation and with contempt.
I am outraged and find it unacceptable given the price that a brand like herschel did not take my bag under warranty to repair it, I simply asked to change the strap. I will not buy this brand again and advise you to do the same.

Terrible customer service, I ordered a hoodie from the site and when it arrived I noticed it had a defect in the stitching making the shoulders stick out like I had shoulder pads on. I contacted customer service and requested and exchange. After the initial email I never heard from them, again.

I sent multiple emails and when I called their establishment nobody answered and was directed to send an email, I couldn’t even leave a message. I finally gave up and had to call my bank to get a refund.

Very misleading website bags on sale doesn't say that they are final sale I bought it was too big I tried to return and got a message that it was a final sale it's like deceiving people that was my first time buying from this herschel.com and last time very bad customer service I buy all the time from different websites most of them says if it's a final sale on their products on sale
Edit:
So after writing a long email to herschel.com.uk I got the response.
They did return my bag and sent me an email how it is explained in the long return policy I don't know how many people read all that small text and long detail before ordering definitely not me bit I'll before careful next time and now when I came back to edit my review and saw so many reviews with the same problem anyway long story short still feel it is really misleading that they didn't have on thier website where they show that item is on sale it should say final sale that's my opinion and definitely it was my first and last purchase 👎🏻👎🏻👎🏻

Extremely poor customer service. I was really excited to buy a backpack. Bought one that was on sale, didn’t get it because they miscalculated their inventory. They said they sent me an email about this, I never got it. I gave them the benefit of the doubt, tried to buy another bag. The website crashed numerous times. Cynthia on the chat service disregarded this and said lots of purchases have been made. She was rude.
I still tried to buy the bag through different devices, wouldn’t happen.
Completely gave up and bought another bag from another company.

I wish I could’ve reviewed the bag but the ridiculous customer service and website did not allow me to.

Save yourself the anger and headache, buy from somewhere else. Also Cynthia could do with some customer service training.

Awful customer service. I messaged to enquire about a product on their site which they explained is discontinued... yet it doesn't state that anywhere so I thought it was misleading. Two of their customer service staff argued with me and told me they'd "already explained" and honestly just seemed to want me to shut up and go away. Very rude! Will not be buying from them.

Good products with better support.
I have multiple Herschel bags , I had an issue with one of them and customer service was excellent & quick to resolve.
Makes me want to stay with them in the future !

Don't understand the negative reviews tbh.
Had the "Retreat" Backpack for over 5 years now. Great Backpack, the Laptop pocket is great, not only for Laptops.
After years of usage the drawstring and one magnet broke, so i contacted the support to ask for replacement parts. They gave me a gift card for a complete backpack replacement! Pretty fast response too.
So, from my experience, their warranty and customer support is great.
5/5 for the product itself and 5/5 for their support

Edit:
-1 Star because they can't keep track of their stock. Ordered a new backpack which showed as in stock on the website. Then i got a mail that it's out of stock. Four days later it still shows as in stock on their website...

Bought a suitcase in 2020 - which lost a wheel (I saw online that it’s a relatively common occurrence)

Anyway, I went through Herschel for their warranty and they gave me a store credit for another one. Customer service was absolutely superb!

Bought a bag on sale. The didn't mention about no returns on sale items. Bag had a much smaller strap than anticipated. Strap is not even removable so a longer one can be used. Extremely dissatisfied, and will never shop here again.
Seriously, don't shop here online at least

Wish I would’ve read the reviews before ordering. They cancelled my order because the product was out of stock. Clearly Herschel are that incompetent that they can’t keep track of their own stock but whatever. I was told I’d receive the refund within 7 days. However a week passed and I asked why I hadn’t received a refund and they’re now telling me to wait 30 days for the refund. Absolute waste of time and completely useless. Avoid buying from incompetent jokes :)

Originally ordered on 9/7. Fedex tracking showed it never received the bag. Contacted customer service on 9/14. Apologized and said would send express. Again tracking showed it never reached Fedex. Contacted customer service again on 9/17. Apologized. Said item was "misplaced" created new order with new tracking number. This second order also NEVER REACHED FEDEX. Finally cancelled order today 9/23.