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:17/12/2024

  Type:Product 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.

  This is my second Herschel Bag and compared to the first one, the magnetic attraction is weak. It can easily get loose and does not securely lock the bag. I am concerned that when I use the bag, it can get opened without me noticing it.I have a video to show. The attachment below does not allow me to attach a video.

  Business Response

  Date: 17/12/2024

  In response to the warranty claim that ****** has submitted, our warranty team has found that the magnets are still working as intended. While the comparison shows an older item with different magnets both bags magnets work accordingly. The intention of the magnets on the backpack is not to be held at that point (as depicted in the videos that were provided and the screenshot I have included) but to keep the items secure in its normal operating position. With this being said we would be more than willing to send ****** out replacement buckles for her to swap out as a solution moving forward. 

  Customer Answer

  Date: 17/12/2024

   
  Complaint: 22697831
  
  I am rejecting this response because:

  It is not acceptable that the quality has downgraded.  It does not secure the bag.  I bought this black bag because of the quality that I had before with the blue bag.  If I have known that the quality has downgraded, I would have not purchased again from Herschel.

  I would like them to replace the bag with a better magnetic lock/attachment. 

  Thank you.

  
  Sincerely,
  
  ***** **

  Business Response

  Date: 30/12/2024

  Unfortunately we will not be able to replace the item as we have the necessary capabilities to ensure this bag is in working order. As per our warranty guidelines (attached) we will (at our discretion) choose to replace, repair, or offer reimbursement when applicable. Our solution for this claim is to replace the magnets (that are currently working to standard) with new magnets from our replacement parts program at no cost to the customer. 

  Customer Answer

  Date: 02/01/2025

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

• Initial Complaint

  Date:02/10/2024

  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.

  ***** to make an eligible warranty claim. They denied it, stating that: Please note that general wear, including but not limited to the breakdown of colors and materials over time, isnotconsidered a material or manufacturing defect. This is not stated on their warranty page, but they decide to cite this.

  Business Response

  Date: 03/10/2024

  The customer has stated that their claim was incorrectly denied. The customers case was evaluated by an agent, given the nature of the issues this was deemed as a "breakdown of colors and materials over time". This was communicated to the customer by the agent - Screen shot attached. The customer stated that there is no information regarding this on our website. I've included a screenshot from our website (************************) under our Frequently Asked Questions that clearly states what was articulated to him (highlighted in red). I have also included photos of the product issue that clearly shows a "breakdown of colors and materials over time". 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 22368847
  
  I am rejecting this response because:
  
  Dont call this a lifetime warranty then - literally can cite this as the reason to refute any warranty claim. You guys also had many issues with this with other customers, and redesigned this bag to not have that handle be made in this material - just goes to show how scummy your playbook is.

• Initial Complaint

  Date:26/08/2024

  Type:Product 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 ordered a backpack in June and discovered it was lost in transit since July. The company recognizes that its lost and will not be delivered yet they have put the obligation on me to investigate with their carrier. *** followed up on the 15 times and still have not received a refund.

  Business Response

  Date: 26/08/2024

  Dear ******,
  

  I hope this message finds you well.
  

  We are writing to sincerely apologize for the inconvenience you experienced with your recent order from Herschel. We understand how frustrating it must have been to not receive your package, and we deeply regret the delay in resolving this matter.
  

  Unfortunately, due to the package being lost by **** we were required to complete a shipping claim process before we could proceed with issuing a refund. We understand this situation has caused you an unnecessary delay, and for that, we are truly sorry.
  

  We are pleased to inform you that the claim has now been resolved, and we have processed your refund. You should see the amount credited back to your original payment method within the next few business days.
  

  We value your business and understand how important it is for you to receive your orders promptly. Thank you for your patience and understanding as we worked through this issue.
  If you have any further questions or need additional assistance, please do not hesitate to contact us.
  

  Once again, we apologize for the inconvenience and appreciate your continued support.
  

  Warm regards,

• Initial Complaint

  Date:02/07/2024

  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.

  Put in a warranty claim for my bag which was denied. This should be covered per Herschel's policies on website. The leather used was of poor quality and has frayed all over the leather handles rendering the bag unusable. This bag was expensive and Herschel needs to use better quality materials/I believe this bag used either low quality or incorrect leather. They will claim it is from general usage/wear and tear and thats simply not realistic. My belief this company sells high end bags with warranties but never follows through on them and it is a big scam!Warranty Claim Number *********

  Business Response

  Date: 08/07/2024

  Dear ****,
  I hope this message finds you well. My name is ****, and I am reaching out to you on behalf of Herschel Supply Company to express our sincerest apologies for the difficulties you experienced during the warranty claim process.
  

  We understand that the journey to get your claim approved was not as smooth as it should have been, and for that, we are genuinely sorry. At Herschel Supply Company, we strive to ensure that every customer interaction reflects our commitment to quality and service. Regrettably, we fell short of that standard in your case.
  

  Your feedback is invaluable to us, and we are taking immediate steps to improve our communication and processes to prevent such issues in the future. We stand firmly behind our products, and our goal is to make the warranty process as seamless and straightforward as possible.
  

  Once again, please accept our heartfelt apologies for any inconvenience caused. We appreciate your patience and understanding throughout this process. If there is anything more we can do to address your concerns or if you have any additional feedback, please do not hesitate to contact us.
  

  Thank you for your continued support of Herschel Supply Company. We are committed to making things right and ensuring your future experiences with us are nothing short of excellent.
  

  Warm regards,

• Initial Complaint

  Date:14/06/2024

  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 a backpack (order number *******) in january 2023.The strap broke and i filed a warranty claim (claim number 125086699)They are demanding that i write the claim number on the liner of the bag.But the liner is black so it is impossible for me to write on black.I keep telling them that I refuse to purchase a metallic pen to write on the liner and they refuse to accommodate me.

• Initial Complaint

  Date:24/04/2024

  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'm writing to formally lodge a complaint regarding the handling of my warranty claim (Claim Number: ********) and the subsequent resolution provided by Herschel Supply. On Nov9, 2023, I purchased the Herschel Heritage™ Hardshell Carry On Luggage from their Warehouse Sale in Vancouver (BC) with Order Number ******. Shortly after the purchase, I discovered the luggage handle consistently failed to extend or collapse, rendering the product unusable. My attempts to resolve this issue started on Dec 15, 2023, when I visited a Herschel store at the *** ******* upon noticing the malfunction. Unfortunately, neither the store personnel nor the customer service hotline were able to assist. I pursued resolution by filing a warranty claim on Feb 1, 2024, and due to technical limitations on their website, I was unable to upload the necessary video evidence to support my claim resulting in the dismissal of my complaint. I persisted in seeking a resolution and filed another warranty claim on March 12, 2024, providing all the required information, including the defect details and purchase documentation. On March 22, 2024, they notified me that my warranty claim had been approved and that a refund gift card had been issued to my email address. While initially relieved at the prospect of a resolution, my hopes were dashed upon noticing that the refund gift card issued to me did not cover the full value of the luggage. The amount provided covers the original purchase price ($134.39), and the same luggage on their website costs $275, making it impossible for me to obtain a replacement of the same product from their website without incurring additional expenses. This inadequate resolution is not only unacceptable but also reflects poorly on the level of support offered by Herschel. As a loyal customer, I expected a prompt and satisfactory resolution to my issue, which has regrettably not been met. I simply want to receive a functional replacement for the faulty product I purchased.
  
  

  Business Response

  Date: 24/04/2024

  Hello,

  Thanks for reaching out. 

  As it states on the warehouse receipts, all purchases made at our warehouse sales are final sale, as-is, and cannot be exchanged or returned.  For more information or concerns regarding this experience, you can reach out to ***** ********* directly and they will be happy to assist: *********************************************;

  However we still refunded the money you paid for the luggage originally to value our loyal customers. unfortunately at this point we are unable to offer any more to this claim and have closed the case.

   

  Best regards,

• Initial Complaint

  Date:12/04/2024

  Type:Delivery 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 ordered a beanie about 4 days ago and it gauranteed 5-8 day delivery. I ordered this beanie to come before April 19th because thats my prom date. I ordered the beanie specifically for my prom outfit and made sure I ordered it on time. The delivery says it will get here April 22nd , which is after prom, theres no point in me getting this if its not gonna be here in time because it was for a specific date and outfit. I am beyond angry because this pushes me over the edge after all the inconveniences life keeps throwing me. Id like you guys to ship a beanie out to get here on time as a refund , thats the only way Ill be satisfied . My order number :**-******

  Business Response

  Date: 23/04/2024

  Hello,

  Thank you for reaching out. 

  As I have looked at the order, it seems like the orders has been delivered a day before your prom day right on time. 

  The delivery estimated dates are just an estimate of the time and date and we are pleased to confirm of the delivery for this order.

  Thanks for your patience.

   

  Regards,

   

   

• Initial Complaint

  Date:02/04/2024

  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.

  On April 2, 2021, I made a purchase on the Herschel website, ordering a backpack with the order number *******. Despite using the backpack minimally, approximately once per week, I have noticed significant damage to it, particularly with the straps being completely peeled off. In accordance with Herschel's lifetime warranty policy, I reached out to their customer support and initiated a warranty request, providing detailed information and accompanying pictures of the damage. However, Herschel has declined to honor the warranty, citing the damage as normal wear and tear. I strongly disagree with this assessment, as the condition of my backpack is not typical of regular usage but rather indicative of poor material quality. Therefore, I kindly request a complete replacement of my product.

• Initial Complaint

  Date:07/03/2024

  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 made a purchase on Herschel Canada website with the order # ********* on January 26th. However, the package was never delivered to my home. I tried opening a claim with the courier, but I was told only the merchant can file a claim when it is shown as “delivered”. I told the merchant this and asked them to open an investigation with ****** **** to locate the package because no successful delivery was made. They have refused to open a claim for weeks despite it being their obligation as the shipper and insist I should do so myself. I have provided proof that I am unable to do so, yet they will not refund me.

• Initial Complaint

  Date:02/02/2024

  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 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.