Complaints

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.

• Initial Complaint

  Date:20/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My order never came. Their business hours are 9am pst to 5pm pst. I have been trying to contact them via phone, chat and email and they will not respond. On all of their social media accounts numerous buyers have had the same issue with them. No one will answer or respond back to help with concerns

  Business Response

  Date: 01/02/2023

  Thank you for reaching out to Herschel Supply Co.
  
  We have located an order that matched with the shipping address - which was placed on 12 Dec - Order #******* -
  
  **************************************************************************************
  
  **** tracking shows it was delivered on 16th Dec to a mailbox.

• Initial Complaint

  Date:14/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bag from them November 28th with expecting shipping to arrive on Dec 12. Which I was ok with at the time but when you email there is no response, when you call your disconnected and when you live chat it goes back to the other two options and now the bag has been delayed a week. I am really not happy with this level of customer service and demand a credit for the inconveince *** * *** *** ** **** * ** *** *** **** *** ******* **** **** ***** ** **** *******. They have known about it for years.

  Business Response

  Date: 06/01/2023

  Hello,
  
  Thank you for reaching out to Herschel Supply Co.
  
  We have followed up with the customer directly.
  
  All the best,
  Herschel Supply Co. Customer Service

• Initial Complaint

  Date:29/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ********* **** Herschel backpack for my daughter on March 31, 2022. The material quickly developed multiple faded spots. After that, multiple small holes appeared on the top of the backpack. There is clearly a defect in the material and/or construction of the backpack. It was used normally and not washed, left outside in the sun, or stored in an inappropriate way. It was not a function of normal use, as claimed by Herschel in that it was not dirty or scraped and holes were not on the bottom or on seams and there were many so not created by a random sharp object. I filed a warranty claim on Sept. 10, 2022. There was no response to the claim and I emailed to request a status update on Sept. 29th. I then received a notice stating that my claim had been due to insufficient information. I then emailed again with subject line Please Respond, and was informed that the bag was "dirty" due to normal wear and tear, not covered by the warranty.

  Business Response

  Date: 30/11/2022

  Despite this issue not being covered by the warranty, as this only covers manufacturing defects (which are defects that prevent customers from using the bag, not being the case here), we have refunded the customers order this time as an exception. They should see this reflected on their original payment method within 4-7 business days. 

  Customer Answer

  Date: 01/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18468830, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:28/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Herschel cruz crossbody bag in the color port while on vacation in Tx in August 2022. ** *** * ******* ***** **** ** * ******************* ***** ***** **** **** *** ******* **** *** ** ********** **** ********* ** ******* ****** When I purchased the bag using cash, I was told by the salesperson that I didn't need a receipt because Herschel ALWAYS honored their warranty. Not So! One of the pull ties on the zipper broke. **** ***** ***** *** *** **** ** ***** ********** When I asked for a replacement, I was initially accused that it didn't break and that it had just "randomly" fallen off -- on only one side. When I explained the base ripped and it came off, I was then told that I HAD to have a receipt for the warranty to be honored. Furthermore, I would have to return the entire bag instead of just getting a replacement zipper tie. For a "high" end brand, I'm disappointed. Lesson learned....always get a receipt.

  Business Response

  Date: 12/01/2023

  Thank you for reaching out to Herschel Supply Co.
  
  We already replied to the customer directly explaining these issues are not covered by our warranty claim, though if she wanted she could file a claim for us to review it to see if an exception could be made. The customer never filed a claim, nor replied to our e-mail. The matter was closed.
  
  All the best,
  Herschel Supply Co. Customer Service
  

  
  

  Customer Answer

  Date: 25/01/2023

  There perhaps is a misunderstanding on my part because what I understood from the original response I received from Herschel Supply was that I could try to send back my purse (at my expense) and they would consider replacing the entire purse.  I responded back and asked if it was possible to just have a new zipper tassel sent to replace the one that broke.  Their response was no. Would this be possible?

• Initial Complaint

  Date:24/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bag for travel on October 1st (order *******) and received it on October 15th. It was too small and the handles were uncomfortable for long travel. I attempted to return and was directed to an email address. Cynthia, the customer service rep informed me via email response that the bag was not returnable because it was on sale. I informed her that the website shows there is a 30 day return policy which allows it. She responds that in other places it is clearly stated that there are no returns (such as buried in a FAQ section and at checkout, which I did not find and would have been contradictory to the advertisement). I do not make online purchases that are not returnable. She also stated that it’s the customers’ responsibility to research the return terms. As a customer, I researched the terms and sent her the screenshot that clearly indicates that the bag includes a 30-day return policy. They refuse to accept the return and refund my payment despite this false advertising.

  Business Response

  Date: 17/11/2022

  The customer has been contacted directly to resolve the situation on 11/9.
  
  All the best,
  Herschel Supply Co. Customer Service

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 8/31/2022 I placed an order with Herschel Supply Co for a backpack; the item was charged to my card in the amount of $46.44. I never received an order confirmation or shipping notification, so on 9/9/2022 I reached out to Herschel for an order update. A representative (Christian) let me know that the order was misplaced and that they would place a replacement order for me. On 9/16/22 I still had not received a shipping notification so I reached out again. A rep (Summer) let me know that the replacement order was never placed. They went ahead and placed the replacement order, and I received an order confirmation on 9/16. On 9/19/2022 I received another Herschel email that the item I had ordered was now out of stock, and that I could expect a refund in 3-5 business days. On 9/28/2022, the 7th business day after the email stating I would receive a refund, I reached out to inquire about the status of the refund. A rep (James) said someone would reach out to me via email about my refund. After not hearing back, I reached out again on 9/29/2022, and the rep (Stone) told me my refund had already been processed. On 10/5/2022 I received a response to a customer support email I had written at the beginning of this issue on 9/7/2022 indicating that the order had been misplaced. I requested a refund in response, and the rep (Cynthia) essentially accused me of fraud because the replacement order had been processed (the one Summer helped with). I have opened a dispute with my bank, but since it has been over a month without Herschel honoring my order or their refund, I would like to initiate this process as well. I can provide a bank statement if needed.

• Initial Complaint

  Date:03/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 returned a backpack and pencil case over a month ago and still have not received a refund. The order number was ******* and the return authorization number was *****4. The total amount of the purchase was $140.36.
  
  I contacted customer support over live chat two weeks ago and received confirmation that the backpack and pencil case have been received at the warehouse. I was told that support was still waiting on an updated returns document from the returns team in order to process the return and that it could take 10 to 15 business days for the return to be processed. It has been at least 10 business days and there is still no e-mail confirmation about the return being processed and the money has not been refunded.
  
  It is impossible to reach anyone over the phone and e-mail responses to my questions have taken several weeks. The live chat responses were copied and pasted and it’s unclear if they were even truthful.

  Business Response

  Date: 04/10/2022

  This claim was already resolved, the return was processed and full refund issued on the 3rd of October. 

• Initial Complaint

  Date:28/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Herschel ***** ****** suitcase for my daughter for graduation. On its very first use, it came back to her cracked, missing a wheel, one remaining wheel dangling by a thread, and held together with duct tape (from the airline). I have the receipt from Herschel dated 11/2018, and there is a 5-year warranty. I emailed multiple times about a warranty claim, and got no response. There is no option to speak to an agent on the phone, only email. I actually submitted a warranty claim online, but still have no response/action taken, and it's been going on since August 14. I wrote an online review on their site about my experience--one many others have had, unfortunately--and they rejected it and refused to post it. It contained only facts, no *********, *******, etc. They said it didn't meet their guidelines. I find all of this so ************** and ************, and I just want this company held accountable.

  Business Response

  Date: 12/10/2022

  We have replied to the customer directly to make an exception and push their warranty claim through, despite the damaged not being covered (should have been claimed at the airport as soon as the luggage was picked up for them to replace it due to mishandling). 

• Initial Complaint

  Date:23/09/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 placed an order several days ago (September 13,2022) in the hopes of getting this item before a planned trip (September 27, 2022). Their estimated time of arrival is 5-7 days. I have emailed the company twice and no reply, finally phoned and spoke to a customer service rep. During the call, the call was being cut off due to poor service on their part. I explained the situation, that I needed this package earlier then the estimated date of arrival (September 28, 2022). My suspicion is that something with the original process/shipping of my order with them, was delayed or improperly handled. The item will arrive at a time that I will not be able to collect as I will be traveling out of the country and will be away for a year. I explained the situation to the customer rep and all they can offer me it to wait until Monday September 26, 2022, for the package to arrive or not arrive and then call them for a different solution. I would prefer they ship me the same item to the place I am staying instead of me having to go out of my way to get the item ship that they delayed by their lax processing/shipping process. I would prefer a more empathy process from a international company. This has definitely change my opinion of this brand.

• Initial Complaint

  Date:23/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 my kid a backpack and lunch box for school at the Herschel Store while visiting Vancouver in June 2022. Got home to Georgia and the zipper is broken on the Lunchbox. No problem, right? They say they have a lifetime warranty - WRONG! NO ONE answers the phone, responds to emails or replies to the Warranty Department! They are such a sham and ****!