Herschel Supply Co. Avaliações 

I am writing to formally express my dissatisfaction with the handling of my warranty claim and the overall customer service I have received.

In October 2024, I purchased a Herschel backpack from an authorized retailer (Foot Locker) for $76. Unfortunately, after just two months of regular use (approximately three occasions), the top handle of the bag began to come loose and unravel, as shown in the attached image.

I submitted a warranty claim during the first week of December 2024. However, despite over a month having passed, I have yet to receive a replacement or any resolution for the defective product. From my perspective, it appears that the warranty claims team has been intentionally slow or uncooperative, making it increasingly difficult for me to receive the support I am entitled to under the warranty policy.
Here is a summary of the process I have gone through:

December 10, 2024 – My claim was approved. I was instructed to submit a photo of the inside of the bag with my claim number handwritten on the liner, which I promptly did.

After submitting the photo, I was then asked to provide a video of the bag showing the inside liner. I complied.

Following that, I was told to provide my full name and address to receive a return label, send the bag for review, and await store credit.

When I explained that I would be leaving the U.S. within two weeks, I was told I needed to write the case number on another part of the bag and submit an additional video. At this point, I found the process overly burdensome and frustrating, as I felt I had already provided more than enough documentation.

I asked for confirmation that this would be the final step of the process, but the warranty team was unable to assure me.
I also suggested that I could return the bag to Foot Locker or another store near Boston, but my request was denied, and I was met with rudeness and unhelpfulness from the warranty team.

On January 7, 2025, I escalated the issue by calling customer service and was promised a call back from a supervisor by the end of the day. As of today, January 8, 2025, I have still not received a return call.

Additionally, if I do eventually receive store credit, I am being forced to purchase the same bag from Herschel’s official website at a higher price. I paid $76 at Foot Locker, but the same bag is listed for $95 on the Herschel website. This means that, in order to exercise my warranty, I am required to pay an additional $19, rather than receiving a direct replacement for the defective item. This feels incredibly unfair.

This experience has been extremely disappointing, and it has significantly impacted my view of both Herschel products and customer service. The lack of resolution, coupled with the excessive and confusing steps involved, has left me frustrated and dissatisfied.

The quality of the product is clearly not what I expected, and the customer service has been the worst I’ve encountered from any U.S. company.
Given this experience, I am unlikely to purchase from Herschel again, and I urge potential customers to think twice before buying Herschel products.

I believe that the company’s approach to customer service, especially for the price point of their products, is simply unacceptable.
I hope this matter can be resolved promptly and fairly.

The product packaging is extremely disappointing and feels disrespectful to customers. The bag arrives in a thin, crumpled cellophane wrap that looks very unappealing. On top of that, they have a paid return policy, which is frustrating when ordering from a brand like Herschel. Since they are based in the Netherlands, the return shipping costs amount to half the price of the product, making the experience even worse. Overall, it's a terrible situation.

Dimensions of the backpack were not as stated on the website. Terrible customer service. The store does not want to cover return shipping costs. Refund for returned backpack after the deadline.

A zip fell off my bag. I have been trying to contact customer service but my emails (from gmail) kept bouncing back. I filled in the online form; someone then sent me to a different warranty form. I filled this warranty form out and sent photos (several were requested). I got an email back saying the photos didn't come through, and to send them over by email. When I did this, once again, the email bounced back. So I have no way of making a claim. The number o the website didn't work either. I am hoping someone from herschel picks this up, as it seems the only remaining way of getting through to them.

Leider ist der Support eine Katastrophe. Sehr langsame bis keine Reaktion auf eine Mail, und danach keine Einsicht oder nur eine kryptische Antwort bekommen, wohl von einem Bot mit Namen Jude.
Schade, aber ich kann jedem nur empfehlen, keine Onlinebestellung von diesem Shop vorzunehmen, denn wenn einmal Probleme auftauchen, wird es keine Bemühungen für eine Lösung geben.

Bought a bum bag and the stiching was gone. I tried to return it and customer service said I would have to pay to do so, despite them admitting there was a defect with the bag. I honestly cannot believe how such a big brand has non existent customer service. I will never buy from Herschel again and I will be warning anyone I speak to!

Ich wünschte ich hätte diese Seite vor meiner Bestellung gesehen. Bestellt wurde der Herschel Heritage™ Backpack
11470-00001-OS (limitierte Edition…naja) für 100 Euro.
Davon abgesehen dass ich noch nie so eine billige Verarbeitung und „Qualität“ bei einem „Marken“ Rucksack gesehen habe (kein verstärkter Boden, keine Rücken Polsterung, billigstes außen Material) ist die Abwicklung eine komplette Katastrophe. Die Lieferung erfolgte mit GLS eine Woche verspätet. Aber noch viel schlimmer die Retoure. Man muss alles auf eigene Kosten zurück nach Holland schicken. Katastrophe. Der „Kundenservice“ schickt nur Textbausteine. Ich würde hier nie wieder bestellen. Bitte seid unbedingt schlauer als ich. Wenn es partout ein Rucksack dieser Marke sein soll, kauft ihn über einen seriösen Händler in Deutschland. Ich zahle hier gerade nur drauf und renne meinem Geld hinterher. Nie wieder.

How is this company still in business with such horrible service??? Absolutely horrible customer service. Requested the cancellation of a item I ordered in less than 12hrs. It was still shipped. HOWEVER, it was never delivered and returned to sender. So now they have my money and the item since July. It is now SEPTEMBER!
I have sent countless emails, and tried to make several phone calls, but the call is disconnected while you’re on hold. I’ve never seen anything like this from a company of this statue and reputation. I am seriously puzzled how a company at this level can have such poor quality customer service, and gets away with it. How is this possible?

Should have read all these bad reviews before buying... Got asked to confirm the billing address (otherwise the payment wouldn't have gone through) but never the delivery address. It happens I bought something years ago from them and my new bag has now been delivered to an address I no longer live in. I don't even live in that city so no way for me to get the package back. They must have the most efficient delivery system ever because it was impossible for me to change the delivery address despite having contacted customer service less than 5 minutes after the order went in. Customer service basically just told me to go and retrieve the package myself. I guess I will pay the train fare and wait until the current tenants of the flat show up. Useless.

Custom service was really good

Awful Product and customer service. Bought bag for my wife. In the past the quality was good this was not. On arrival contacted customer service and must say the return process is very hard work. Return label hard to get and even harder to print. Recorded delivery shows item return received by them, but no refund of money. Email to them 3 days later to be told, they have received the item back but need the returning department is busy and would take 10-15 working days to confirm the item received and then 3-5 days for money to be returned. So if you buy and return an item it will take about 30 days to get your money back, you will need to pay the return postage and you could also lose £5 as a restocking- return reduction. If you are happy with this and you think the item is worth the chance, buy if not think again.

Ps found an item by them at TK Maxx at £12.99 reduced from £39.99!

Complete lack of customer service. No refunds and nobody cares at their end,. I ordered a bag which was never delivered and have been chasing them since for a refund but haven't recieved any response. Please avoid them

I’ve bought a wallet, bag and T-shirt. Love the wallet and Bag, but th T Shirt was horrible. I’m a XXL and it’s super short like a little bigger kid would have. It doesn’t even go to the waist. Please start buying XXL XG Tee’s and the shirts would be great.

I bought a black Herschel backpack some time ago. Bad choice. I’ve noticed as time passed the black bag was turning to a rust colour in areas exposed to light. I’m not talking extreme heat and sun but our typical northern uk climate!! The purchase was expensive and my bag looks awful so I contacted company. Surprise surprise their “ lifetime guarantee “ doesn’t cover their use of defective non fade resistant material in manufacture.
Not happy camper so I would definitely not recommend this brand of backpack. Spend your money more wisely elsewhere.

Engage with this company with eyes open. Bought 2 items which wasn't quite what I expected, so quickly returned both items for a straight refund, and proceeded to order the correct items. Simple enough you'd think.
But after 3 weeks, only refunded 1 item, saying that's all they have record of recieving, even though both items were in 1 envelope? Maybe postman stole 1 item, but unlikely.
My first time with buying from this company wasn't a good experience, so unlikely to buy from them again. I gave them every chance to rectify the situation I'd have thought it would be in their best interest to resolve issue. And turn what could have been a bad first experience to a good one, but I don't think the company was too bothered really.
By all means do use company if you see something you like, but just be cautious when returning anything, and give them a heads up and inform them what you are returning and keep record of it if you can, do all the work for them, as they don't seem to have anything in place to prevent mistakes if you don't follow returning procedures 100% to the book.

Utter junk. Backpacks are trash.

Their black back packs turn a gross ugly faded brown in the sun (pretty quickly I might add) and bc the sun doesn’t hit all the spots the same it’s quite obvious there’s something wrong looking w the pack. Also keep reading that their warranty’s are a hoax and you’ll never get anywhere submitting a claim. Boooo Hershel, such a big company should do better 👎👎

Unfortunately a very bad experience. The backpack i have bought is not of good material at all and not as described in the website. It is too small and not worth it’s price. I had to sent it back to heschel on my own expenses and unfortunately they say they didn’t receive it. They deny that they received my back and wouldn’t give me my money back. They are so unprofessional, they are pure Thieves !!!!

A joke of a company. Terrible customer service. Zero transparency and really bad communication. Their lifetime warranty is a big lie and they make everything hard for the customer. They are patronising and the disrespect is unspoken.

On top of Herschel offering one of the worst supports I ever had to deal with, it is a brand with bad quality products. As a once loyal customer, I had multiple of their products over the years - all of their suitcases broke. If not the zip, the wheels. Despite that, this was my first time ever claiming the warranty that was allegedly a right at the time of purchase.

They are not helpful at all and make you go through a ridiculous amount of back and forth to resolve a simple problem which, needless to say, didn't get resolved in my case.

For a similar price range, and MUCH better quality and well designed styles, go to Eastpak. I have no complaints there, on the contrary. Beautiful, great, long lasting products, transparent company that actually cares about the customer and their own reputation.

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.