Herschel Supply Co. Reviews 5

I am a long-time Herschel customer, but I am extremely disappointed in their "Limited Lifetime Warranty." My backpack suffered a complete structural failure where the main seam connecting the bottom to the back panel simply unraveled.

When I submitted a claim, it was denied as "general wear and tear." I even appealed, pointing out that while the exterior mesh has minor pilling (general use), the internal load-bearing stitching has completely detached—a clear manufacturing defect.

The support team (Art) acknowledged my detailed explanation but refused to help, sticking to a "final" decision that structural collapse is just "wear and tear." If a bag's seams don't stay together, the bag is useless.

A "Lifetime Warranty" that doesn't cover the very stitches holding the bag together is not a warranty at all—it’s a marketing tactic. If you expect this brand to stand behind their craftsmanship when a seam fails, think again. I’ll be taking this to the Consumer Protection Office.

I wanted to order a spare part. As I no longer had an invoice and no longer knew how old my backpack was, I was prepared to pay for the part from the outset and communicated this. The service wanted a picture of the logo. Even if it makes no sense to send a picture. I was then told that I should prove whether the backpack was still under warranty and open a warranty (Warrenty) case. I said I didn't want that, I just wanted the replacement part. Even after several emails, the employee did not respond to my questions and sometimes sent cynical answers or standard replies. I was also not informed about the warranty process. As I read it now, the backpack is to be sent to Canada. This was the worst service I have ever experienced. Not only uncommitted but also cynical.
Attention: Lifetime Guaranty is 5 years.

NEVER AGAIN HERSCHEL

Fraud! Never heard about that Сhina factory and they trying to steal my money! P#ricks!
Bank blocked my card and said that it was Herschel Supply trying to stole money!

Initiated a checkout and then it told me to order today to receive by a certain date. I needed it by that date so I ordered it without opting for expedited shipping. Two days later, the item still hasn't shipped and the expected delivery date has now been delayed by two days from the original date. Nowhere did it say receive by this date at the earliest. It simply said "receive by" which implies the date provided would be at the LATEST. They deliberately used shady word play to make a false promise they have no intention to keep. They also will not take responsibility for it or even bother to change the wording. Their customer service simply relayed the obvious to me and did not care. They then told me that they would follow up only if my order does not get delivered.

The Hershel customer support team is just straight up lazy and unresponsive. They try to shoo you away or have you do your own support.

It sucks because you want to support a Canadian company, but its the worst experience. Straight trash.