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Business Profile

Luggage

Herschel Supply Company

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the back pack for my son for high school. After 2 1/2 months the leather started to crack and peel. I contacted them as it is worse and I read that they had warranty. Granted the warranty stated it doesnt cover this problem when it happens over time. I never expected it to happen after just 2 1/2 months. I expected the bag to at least last for the school year. Now 4 months after purchase the synthetic leather is almost completely off the hook loop at the top of the bag. I expected a better quality product from this company at the price they are sold for. I have bought ******* bags that have lasted years longer than this one. I submitted a claim and was denied. If the bag lasted at least the school year I wouldnt complain but it broke down just 2 1/2 months later and at 4 months after purchase it looks horrible. Im looking for replacement or store credit.

  • Initial Complaint

    Date:12/01/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase of three items ORDER US-****** 11/24/23 for $109.38 from their website. On 11/27/23 I received an email stating that they refunded my money of $26.86 for one of the items, the ******** Shoulder Bag in black/tan that they had "unavailable". I checked their website (****************************************************************************************) and that item indeed was available but for a higher price of $60. On 11/29, I tried calling their customer service number posted on their site and no one answers the phone. There is no way to connect to an actual person. I responded by emailing their customer service email address, saying that the item was available and that they should honor my price or else tell me how they plan to resolve my issue. I did not get a response until 12/19 with a generic response: "Unfortunately we have been encountering an issue on our website causing a delayed synchronization of inventory, causing items to remain available on our shop as we work to remove these sold-out items manually. This may create an overlap of when out of stock items are removed from the site. We are aware of this issue and are working to resolve this to prevent further confusion. We apologize this has happened with your order."I responded to this message with another request to resolve it, and today 1/11/24, I got the exact same message.

  • Initial Complaint

    Date:22/09/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased at wallet from the company you're supposed to have a warranty on it however the walk has caused me multiple problems including dropping or losing of my cards. I need to get this replaced or exchange.

  • Initial Complaint

    Date:13/07/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I got a backpack as a gift on November 22, 2022 order number: ******* not even after 1 year the whole leather begins to come off or peel off. Every place where there's leather starts to come off. I contacted support with this issue and it is "normal use" so no replacement possible.Here is what it says on your site: "** ***** ****** *** ******* ** *** ***** ********* ******* *** *********** **** * ******* ******** ******** *** ********* **** ***** ******** ****** **** ** **** ** ******** *** ************* ******** **** ******** ** ***** *** *** ******** ** *** ******** ********** ********* ********* ** *** **** ** ******** **** ** ********** ******** ****** ******** *** ******* ** ********** ****." How can it not be a material defect if not even 9 months after the leather comes off..Claim Number ********

    Business Response

    Date: 17/08/2023

    Hello ,

    Thank you for reaching out to Herschel Supply Co.

    After a close review on this case, at this time, this item will not qualify for our Limited Lifetime Warranty as our warranty does not apply to damage caused by accidents, misuse and/or general wear & tear. We also cannot be held responsible for loss, damage or cost resulting from the use of our products. Although  current issue does not qualify for replacement under our warranty, this item does still have it's Limited Lifetime Warranty in the case of a manufacturing defect in the future.

    All the best,
    Herschel Supply Co. Customer Service

  • Initial Complaint

    Date:08/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The bag is defective all 4 corners are tearing due to some defect. The bag is in perfect condition otherwise no damage no scuffing pristine. They say since it is still functional they will mot replace it. I have video of the chat log.

    Customer Answer

    Date: 08/06/2023

    The back pack was purchase on Aug 4 2022

    Order #*******

  • Initial Complaint

    Date:17/05/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 10th I placed an order for a new bookbag for an upcoming trip. (order no. ******). I paid for 2-day shipping (first fail) and it wasn't processed and shipped until May 15th. I reached out to customer service who said that they were experiencing "warehouse delays" that held up the process. So it finally ships on the 15th, and their customer service department says they would refund me for the 2-day shipping I paid for (second fail), no refund was issued so fast forward to the 17th I get a message saying it was out for delivery. I'm thinking great! A couple of hours later I checked the status and it says "delivery failed returned to sender" I didnt refuse the package so I called ***** to find out what happened and they said my package didn't clear ** customs.... so it was being returned back to their warehouse. And I cannot get a hold of ANYONE at Hershcel regarding my refund as of May 17th. This company needs to be SHUT DOWN. They dont respect their consumers and obviously the prior BBB complaints havent motivated them to get their processes together. The world would simply be better off if this company flat out ceased to exist.

  • Initial Complaint

    Date:14/03/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a product from the company on Feb 16th. The product arrived after I needed so I reached out to start a return. I still havent heard back from them and its been a month. At this point I want my money back because its a lot of money for a product that I no longer have use for. I spent $80 and I would like to be refunded like yesterday. Shipping takes forever and so does processing returns. This has been more of a hassle than a pleasure shopping with them. I think the return processing times is a little ridiculous with all this modern technology in 2023. I just want my return processed ASAP!

  • Initial Complaint

    Date:09/01/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 Duffle bag and a backpack from Herschel for Christmas,they arrived in time. However, one of the bag has a serious stitching issue and I requested a warranty claim (Claim number ********). It has been a month since my claim but Herschel team still didn't respond to my initial warranty request.

  • Initial Complaint

    Date:05/01/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We were sent the wrong item. We ordered a black duffle bag and received a black paint swirl duffle bag. There is no phone number to contact the company. We tried to do a return online and get a message stating the return cannot be processed online to contact customer service. We've sent 4 emails and no one has contacted us other than the auto response that our email was received. We just want our $79 back and to return the product we did not order.

    Customer Answer

    Date: 30/01/2023

    Herschel Supply Company did contact us directly and issued us a full credit once the BBB got involved so we are satisfied with the outcome. 

    Thank yoy for assisting in getting us our refund.

    **** ******
    ************

  • Initial Complaint

    Date:30/12/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought two small backpacks from Herschel on 12/13/22. I never received shipping confirmation from them so I called without ever speaking to a representative. I have emailed twice regarding the issue and have not heard back from the company. I understand it is the holidays but I have not heard back from them and my card was charged $76.32. I sign into my account and it looks as though the items were never purchased but again, I was charged. Just looking for a resolution to my issue. Thank you!

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out to Herschel Supply Co.

    We already replied to the customer on the 6th of Jan providing tracking of their order and proof of their delivery done on the 27th of December. Matter resolved/closed

    All the best,
    Herschel Supply Co. Customer Service

Herschel Supply Company is NOT a BBB Accredited Business.

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