Herschel Supply Co. Omdömen 156

An awful company, rude staff, the customer service manager who then got involved was even ruder. A purchase of a backpack developed a fault inside 2 weeks, it took till 4 weeks post purchase for them to even respond they were prepared to take the item back for a refund, however could not generate a return in their system so said 'end of story' I would have to have a credit to use in store and dispose of the item - simply shocking - questions never answered, rude, rude staff - Im still shocked in 2026 this is how companies operate.

My bag had obvious defects and was falling apart from day one. Herschel said it was from my use which is not correct and they refused to honor their warranty. Zero stars.

I had a really bad experience ordering from this company. After 2 months of ordering I never got my order.I tried contacting the costumer service multiple times with no proper reply. It was just a waste of my money.

I’ve ordered several backpacks and lunch boxes over the years. My main complaint is that I received a faulty product on sale and can’t find a way to return or exchange. There is no one on the end of the line if you call, and the chat is a bot!

My order has not arrived yet and I have been having back and forth communication with the customer service, whose information is always the same: apparently my order was lost in transit.
Now that I have read some reviews here, I come to realize that this is probably standard procedure. Oddly they keep losing customers’ orders. I have asked for the backpacks to be sent again. Let’s see what happens and how long it will take.

Schnelle Abwicklung und Versand. Rücksendung sehr schwierig. Muss nach Niederlande auf eigene Kosten zurückgeschickt werden. Rückerstattung nie bekommen. Musste Paypal Käuferschutz beantragen.

Before the order was even shipped, i emailed asking to change the item color at 15:02pm or cancel (refund) uk-time. The customer service rep - emailed me back, saying you have to cancel the order, to get a different color and re-order the new colour. She didn't action the cancelling of the order, she got cocky in her reply, over-intelligent, instead of actioning what i said.

I then get a email at 16:21pm, over 1hr later, saying they shipping the order. Complete disregard for cancelling the order, getting me a refund.

Don't use them again, very poor customer service.

I placed an order on 7 January. As of 26 January, the package was still marked as in transit, with no delivery, no confirmed delivery date, and no credible explanation provided.

Despite multiple attempts to resolve the issue, the company refused to take any meaningful action. They did not ship a replacement item and did not issue a refund, even though the delivery time initially indicated at purchase had clearly passed.

Under EU consumer protection law, when a seller fails to deliver within the agreed timeframe - or cannot provide a clear and reliable delivery date - the consumer is entitled to cancel the contract and receive a full refund. I explicitly exercised this right, yet the request was ignored.

What makes this especially frustrating is the complete lack of accountability and customer support. Communication was vague and unhelpful, and no resolution was offered despite the delay being entirely on their side.

Based on my experience:
• Order not delivered
• No replacement sent
• No refund issued
• No clear communication

I strongly advise others to be very cautious before ordering. This has been one of the worst online shopping experiences I’ve had.

Well it appears i'm in the minority here. Had a good experience. Was looking for a flat peak cap for my daughter as she's always stealing mine which is way too big. Found a nice one on this site for not a lot of money. Delivered a few days later, as described, and she loves it. No complaints.

Ordered a bag and a couple of hats. Then read the reviews and thought “oh no”. The items were of excellent quality and well packaged. A bargain from the sale. Not super fast delivery but acceptable. Very happy and personally would buy from them again. Felt compelled to write this review after their negative feedback

I got a small suitcase on wheels the bag has fallen apart in a day. It seems like the wheels have come off all of the wheels that the plastic is just come off so it sounds like a freight train when you’re going down the hotel hallway

The bag lasted 2 trips so sad for this company don’t buy anything from them if you want give money away let me give you my cash app info by all means send away

DO NOT ORDER - terrible quality (does not look anything like the glossy photos) and very costly returns to the Netherlands, at the charge of the buyer. Avoid avoid or it could end up being an expensive mistake.

Not great quality items and a terrible returns policy. Had to pay to send it back to them and stupidly I didn't pay for tracked. Almost a month down the line and I have received no acknowledgement that they have my item, and customer service don't seem able to help me since I didn't send it tracked. I came here write a review and I'm devastated I didn't check here before ordering from them. I don't think I'll be getting my money back. Will not be using them again

I ordered an item that never arrived. The tracking showed it with GLS, but it appears to have been lost in transit. I tried contacting Herschel customer service several times but never received a reply, which was really disappointing. In the end, I had to open a PayPal case to get my money back.

Very difficult return process. Will never buy from them again.

Avevo letto le recensioni negative solo dopo l’acquisto e temevo di aver perso dei soldi. Invece, servizio clienti rapidissimo (ho scritto email e ricevuto pronta risposta con link corretto al tracking della spedizione in poche ore, con grande gentilezza nei toni) e prodotto a dir poco perfetto.
Confezione integra, zaino senza segni o difetti. Nulla da dire. I tempi di spedizione sono un po’ lunghi, ma non è la prima volta che ordino dai Paesi Bassi e tutte le volte è così, perciò non credo dipenda da loro.

Terrible returns process. Sent recorded. The company received it on the 27th of September. I finally received my refund on the 14th of October. However, only after I chased it up and provided copies of my Royal Mail proof of postage, tracking details, and copy of original returns slip. I had received no acknowledgement of my return at all and believe I would not have received my money back if I hadn't chased it up and been able to provide the evidence of postage etc. So, be very wary when making a return. Definitely send recorded and keep evidence of postage. You also had to pay for the return which is disappointing. I won't be buying from this company again.

Comprato uno zaino edizione lego. Ordine annullato da loro senza spiegazioni e rimborso a loro detta emesso ma mai arrivato. Presentata denuncia alle autorità

I don't know if this is the real Herschel or someone pretending to be them. In any case I received a filthy, damaged bucket hat - looked like someone had driven over it - and they told me it was down to me to pay to send it back to them. They have now ghosted me. Avoid at all costs. At all costs.

J'ai commandé un sac à dos. Après l'avoir reçu je veux le retourner.
J'ai un bon retour pour un remboursement mais je dois payer les frais de port pour le retour...
Ça fait cher le renvoi.
J'ai envoyé un mail à la marque pour une étiquette retour... Sans réponse