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Business Profile

Luggage

Herschel Supply Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

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:22/09/2022

    Type:Delivery 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.
    Good evening,
    We ordered The Herschel Little American Backpack Night Camo and The Classic Water Bottle Woodland Camo on September 5, 2022, for my son. The delivery from Herschel arrived on September 12, 2022, and it was completely the wrong order with the correct packing slip. The box had a pink and white polkadot lunch bag with a pink water bottle. We made numerous attempts to contact the company through phone and email. Unfortunately, we have yet to receive any assistance with this issue. I would like to exchange the wrong items for what was ordered in Order #*******. Any response would be appreciated.

  • Initial Complaint

    Date:02/09/2022

    Type:Customer Service 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.
    Customer service is non existent. I’ve called there are two options. Push 1 for warranty which leads you to a prompt to email them. And the other option leads you to a prompt to email them. I’ve tried chat feature and I’ve emailed several times the email they specified on the automated phone and no response. I’ve waited over a month for a response. Yet, I can place an order no problem. They will take your money but once they have your money good luck reaching them.

  • Initial Complaint

    Date:02/09/2022

    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 placed an order on 8/17/22 for 2 items (duffle and hip pack). I received a delivery on 8/24/22 with a backpack and neither of the two items I ordered. I called support which does not exist, they simply tell you to email them. So I emailed them on 8/24/22 of how to return the incorrect item and receive what I ordered (no response). I filled out the return form on the website the next day (no response). I chatted with an agent on live chat who told me to send another email and he'd handle it on 8/29/22. It's now 9/1/22, I sent a 4th email to customer service today. I'm sensing I'm going to get no response and as such am reporting it here for a refund and to make others aware. I see some recent reports on here with similar experiences

    For company feedback, how about removing a phone option if there aren't agents to receive calls? How about removing the chat option when half the time agents are not available or simply refer you to email? Horrible experience and service.

  • Initial Complaint

    Date:29/08/2022

    Type:Delivery 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 ordered a suitcase, crossbody bag and luggage strap ($386.37 total) from Herschel supply co. and have not received my “1-2 business day shipping” (which I paid an additional $12.99 for “express shipping”) order that I ordered on August 23, 2022. It is now August 27, 2022. I have contacted Herschel Supply co. (Via email twice and phone call several times) to see order status (as I am leaving for a trip on August 29, 2022 and would like to have my order on time for the trip) then emailed again to cancel the order after they did not reply the first email (2 days between emails). Herschel supply co. has not contacted me back and they do not answer their phone, it goes straight to voicemail every time. Herschel has already charged my credit card for the order. As a result, I have filed a dispute with my credit card company.

  • Initial Complaint

    Date:27/07/2022

    Type:Delivery 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 placed an order on June 3 and payment was immediately taken from my account.
    I received a confirmation email for my order and was told I would receive an email once my item was shipped. No email came.

    I reached out to the company on July 17, 20, 21 and 25 and have not received a single response. I’ve tried calling them and the voicemail says to contact them through email. I can’t connect to anyone at the company to discuss. I would like my order sent to me or money returned. Thanks so much.

Herschel Supply Company is NOT a BBB Accredited Business.

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