Herno S.p.A. Reviews 55

Absolutely terrible.. in every way.

The product itself was defective. It was supposed to be waterproof (marketed as such on its labels and inside panel) and it got completely soaked during a recent storm - defective product and false marketing.

Tried contacting customer service - also terrible. Very few options were given as recourse and they take absolutely forever to come back to you. Never again!

This company is terrible. I tried to return a jacket that was too big for my wife and they stated it doesn't "fit their policy for returns." When tried calling I was met with constant pushback with people who could not even assist me with sending the jacket back. I WOULD NEVER RECCOMMEND THIS COMPANY AND IT HAS THE WORSE CUSTOMER SERVICE I HAVE EVER SEEN.

Good clothes ever

Daryl Ward Snyder
US
•
1 review
Rated 5 out of 5 stars
Feb 14, 2025
HERNO DESERVES FIVE STARS
I’m here to dispel all the negative returns others experienced with Herno. I purchased one item from them recently. Wasn’t crazy about the color when it arrived.

They immediately sent me a prepaid shipping label. I returned it that day. Three days later it arrived back in Italy (I’m in the USA).

I immediately received an email saying they had accepted my return. The next day I received an email stating they had credited my American Express.

Two days later the credit was on my Amex card.

They deserve not only a five star rating, but have been the fastest I have ever received a credit. The fact that they’re not a domestic company makes it even more impressive.

And I regularly order from Neiman Marcus, Mr. Porter, and Nordstrom. While they’re all great with returns, none of them have been as fast as Herno.

Good product

Good quality

Don't buy anything from here. Very bad quality and very cheap

I like you this herno👍

It was a awesome experience

We love the jackets but I would not recommend buying from the brand directly. I ordered two jackets to the UK which ended up not fitting my husband so had to return them.
Firstly, the information on their website is very misleading as it mainly mentions free shipping and returns - also on the individual product page - with absolutely no reference to taxes or duties or specific return policies per country, knowing I was on the UK website.
Secondly, returns are made much harder as you have to request a Return Authorisation from Customer service, and they take a long time to get back to you considering the 14day return window which is already short. I then also find out that the amount for the refund does not match what I’ve paid. Here is the catch: they do not pay back VAT or duties on return items. Never have I ever had this with any other luxury brand or supplier shipping from Italy. If you want any taxes back, you have to try and solve it yourself with local customs - which is impossible because the invoice/proforma they issue does not include any tax, so it looks like it was never paid in the first place. Herno refuses to help and only refers back to a link on the website with their policy, which is not even readily accessible when navigating their menu/web pages unless you get the direct link. Utterly misleading and unacceptable for a luxury brand these days.
If you are lucky enough to get the authorisation within this window (chasing them is key), the parcel gets held up at customs before it arrives in Italy, because something is wrong with the paperwork they provide - Don’t even think they will help you, I had to solve this with Customs myself!
Once it finally arrived at their warehouse, I received a confirmation that the return was accepted (thankfully!) and that I would receive an email with confirmation that a refund would be issued. Never received said email or a refund at this point (one month after the email, despite their 14 day policy for funds to arrive).
I called them twice to get this sorted and so far I have been told the Finance department will be in touch with necessary documents to prove the refund was issued, as stated in their internal systems. I have received no emails so far with this. However, unless the refund is in my account I don’t really see what proof they can give me? Again only an issue I have had with Herno. Further to this on my last call the customer service representative hung up on me whilst I was still speaking. I do not think a luxury brand can treat their customers in any way as described above and highly recommend buying products from other platforms instead (Netaporter, MyTheresa, LouisaViaRoma) because the brand has absolutely no values that are customer centric and does not care about or provide the service level you would expect from such a company.

I’m here to dispel all the negative returns others experienced with Herno. I purchased one item from them recently. Wasn’t crazy about the color when it arrived.

They immediately sent me a prepaid shipping label. I returned it that day. Three days later it arrived back in Italy (I’m in the USA).

I immediately received an email saying they had accepted my return. The next day I received an email stating they had credited my American Express.

Two days later the credit was on my Amex card.

They deserve not only a five star rating, but have been the fastest I have ever received a credit. The fact that they’re not a domestic company makes it even more impressive.

And I regularly order from Neiman Marcus, Mr. Porter, and Nordstrom. While they’re all great with returns, none of them have been as fast as Herno.

I highly recommend Herno. Whatever their past problems were, they have been remedied.

The information on their website is misleading. In the entry page says free shipping and returns, but I was charged 150 chf for 900 chf purchase in Switzerland. When I shared my astonishment, took them weeks to reply, ultimately to tell me that the T&C are written in a separate page). It is not a serious company

NO REFUNDS!! Returned 7 items, so far after waiting over 6 weeks and sending many, many emails, only 2 items have been refunded. It is THEFT!!!!!

DO NOT ORDER FROM HERNO

I bought very expensive skirt and after very first dry cleaning it completely loos the shape. They said I have to wash it and dry it flat even though on a tag it is very clear- dry cleaning only. Horrible attitude- never again.

I ended up returning the coat I purchased, all in a perfect condition, never worn and with all the tags. Their customer service confirmed that my return had been accepted and approved and I'll just have to wait for whenever they decide to issue a refund. It's been 1.5 months since they received the return and there's still no refund. It's $1,000+ coat and money wasted.

Never again. Gorgeous coats however, $750 coat nylon ran like pantyhose after a few wears. Ordered several velvet coats and returned due to wrong size. Awaited refund to purchase correct size. Sent numerous emails weeks after UPS confirmed delivery back to the company. Run around replies. Still awaiting a refund of almost $2,000. Will never purchase another product from this company again.

If you are ordering multiple sizes or styles and think you can return items and get a refund, THINK AGAIN. You will wait months or maybe forever! Italian customer service appears to be a scam. I returned items 6 weeks ago and got a partial refund for two pairs of pants but nothing yet for 3 jackets that didn't fit (never worn, tags on) despite sending multiple emails. They owe me almost $2,000 and despite FedEX confirmation that they all arrived safely back to Italy, it's just radio silence on their end. Better to buy from Nordstrom or somewhere with actual customer service, except personally I'm so done with this brand. I wish I'd known not to order from them online. I hope this saves others from making the same mistake!

I ordered a jacket that was delivered to Fedex. No one was home on the day of delivery and the driver left the parcel in the open outside my front door. The parcel was subsequently stolen. I have video evidence of this, which was sent to Herno. It has been more than 3 weeks and I am still waiting for a refund from Herno despite having sent them signed forms, video evidence, etc. Everythign has been extremely slow.
On a separate occasion, I asked a basic product question (temperature rating and down fill) to the customer service team who replied to me after more than 2 weeks to tell me that the jacket was "warm" and that they didn't have more information to give. It is truly shocking to see how slow and unhelpful the customer service is. I have never seen that with any other brands, let alone luxury ones.
Update: Herno told me that they would not refund me since the package has been "delivered properly" even though the CCTV videos clearly show that the driver left it in the open outside my front door...

Shocking customer service and ridiculously long delivery times which made me regret ordering anything from Herno online. For a luxury brand I really couldn't believe how much disregard there was for customer service and the experience of customers. Even when I called customer services it was a poor experience - it makes HMRC look good.
I probably wouldn't order from Herno again as I would be worried about whether they will be around for long!