Herschel Supply Co. sells backpacks, travel gear, and lifestyle accessories known for their distinctive designs. This page aggregates customer ratings and reviews from RetailCoupons.com shoppers to help you understand what to expect when ordering from herschel.com.
Herschel Supply Co. Reviews
1.4
14 reviews
What Shoppers Say About Herschel Supply Co.
Created with AI, based on recent reviews
Herschel Supply Co. receives overwhelmingly negative feedback from shoppers, with the vast majority reporting serious issues across multiple areas. The most common complaints center on poor customer service (including unresponsive support teams, extended delays in resolution, and refunds taking weeks), fulfillment problems (wrong items shipped, orders lost in transit), quality concerns (materials degrading quickly, handles peeling after minimal use), and frustrating return policies (refund-only with customer-paid return shipping). Warranty claims are reportedly denied even for legitimate material defects. A small number of satisfied customers praise fast shipping and build quality, but these positive experiences are far outweighed by the recurring pattern of operational and service failures.
The cumulative effect of these issues suggests systemic problems with Herschel's logistics, quality control, and customer support infrastructure. Shoppers report spending significant time and money attempting to resolve issues, with some taking 8 weeks and dozens of support interactions to receive refunds. The contrast between the company's premium pricing and the quality and service delivered appears to be a major source of frustration.
Customer Reviews (14)
Sorted by: Most recentAmanda G.Nov 20, 2023
Bought a commuter backpack that turned out to be too small for my laptop so I asked about returning it. They won't take returns in stores and their process is unnecessarily complicated. I asked for the return in mid January and right away went to ship it back, spending $18 in postage. A month later I followed up since I hadn't gotten word they received it, even though tracking showed delivery in early February. I reached out several more times and got replies saying they're in a hectic season. But they never actually got back to me after that and my refund never came through.
David L.Nov 10, 2022
Total waste. The worst company ever. Zero customer support available. Call and you won't get anyone. Try live chat and they'll tell you nobody's there. Send an email and expect no response. For the price you pay for these items, you'd think they'd actually support what they sell and have real customer service available.
Rebecca W.Sep 27, 2022
They posted this review on their site and removed it right away. Funny how they have staff ready to take things down but won't actually help customers. Here's what I said: My Medium Trade case fell apart the minute I used it one time. It's supposed to be covered under warranty but Herschel won't address my warranty request or any of my follow up messages. Nobody picks up the phone, they just tell you to email. Check their social media pages and you'll find tons of people in my situation leaving comments on their Instagram trying to get anyone to respond. The stuff itself isn't great quality, but the support is even worse. I've never seen anything like this before. Don't waste your money here unless you want to spend hours trying to get help with a warranty issue.
Derek H.May 13, 2021
Went to check out and got a message saying I should buy today to make a deadline. I needed it by that date so I completed the purchase without paying extra for faster shipping. Two days later it still hadn't gone out and the delivery window slipped two days past the original timeframe. Nowhere did it say this was the soonest you could get it. It just said "receive by" which naturally means that's the latest it would arrive. They used misleading language to make a guarantee they clearly didn't plan to follow through on. When I complained, they refused to take responsibility or even fix how they word it. Support just told me what was obvious and didn't seem to care one bit. Then they said they'd only check in if my package doesn't show. They don't care about their shady practices. STAY AWAY FROM THIS COMPANY.
Herschel Supply Co. Review FAQ
What is Herschel Supply Co.'s average rating on RetailCoupons.com?
Herschel Supply Co. is rated 1.4 out of 5 based on 14 customer reviews on RetailCoupons.com.
What do shoppers praise about Herschel?
A small portion of customers highlight fast shipping times and appreciate the style and build quality of the products they received.
What are the most common complaints?
The primary complaints involve poor customer service and unresponsive support teams, extended fulfillment delays and wrong items shipped, premature material degradation (such as leather peeling), difficulty initiating returns or exchanges, lengthy refund processing times (sometimes 8 weeks or more), and customer-paid return shipping costs that add to the overall expense.
How is the return and refund process?
Herschel's policy appears to be refund-only without exchange options, requiring customers to pay for return shipping. Multiple reviewers report the refund process is slow and requires extensive follow-up, sometimes involving dozens of emails and support chats before resolution.
Do shoppers recommend Herschel Supply Co.?
Based on the review distribution, the vast majority of shoppers do not recommend the company. About 86 percent of reviews are one-star ratings, with the primary concerns being customer service failures, fulfillment issues, and perceived quality problems relative to the premium pricing.
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