ComplaintsforHertling

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I order pants in July 2022, but never received them. I contacted the company many times between November and December of 2022 to resolve the problem. They claimed that there had been production or sourcing problems, but that they would send the pants next week. This happened several times, but the pants were never sent. I asked for a refund, but it was not given.

  Customer response

  01/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Hertling regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for two pairs of corduroy trousers on September 14 (Oder #****) and have not received them. Hertling has not responded to my inquires either. I want to cancel the order and receive a refund. Please note that the company moved to **********, **, in 2021 (address from website):*** *********************************************************

  Business response

  12/05/2022

  Dear BBB, 

  Thank you for the communication.  These products were shipped to ************************* on Nov 23, *** tracking # ******************.  They were a bit delayed due to overselling of this particular style, but we should have done a better job to communicate with ******************** sooner.  We are stretched thin and under-staffed for customer service.  Typically our products (trousers) are made to order and take 4-6 weeks to ship to the customer, so this is delayed but acceptable to many customers who buy from us since we are a small manufacturer located in ******* and handcraft each pair. 

  We hope he enjoys the products. 

   

  -***********************************

  Hertling- Owner 

  Customer response

  12/08/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi BBB team: hoping this finds you well and thank you for helping me. Tried to buy ******** and believe Ive been more than patient. Contacting you, regrettably, as a last resort. On December 24, 2021, I placed an ecommerce order with Hertling (hertlingusa.com) now, reportedly, in **********, ** after being in Brooklyn, **) (order number ****) for $238.00 for a pair of khaki pants. Despite many follow-up messages **************************************** I have not received my order or a real delivery date. Just a pattern of no reply, then a promised date, followed by no delivery. Hertling also has failed to reply to my most recent message (February 21, 2022) requesting delivery or a full refund by March 3, 2022. No telephone number offered or locatable on the Internet. ************ replied to at least one of my messages. ***************************

  Customer response

  04/11/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Hertling has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On December 31, 2019 I placed an online order #***** for 3 pairs of pants and paid $257.50. On Feb 13 a partial order including 2 pants was shipped; this was longer than the advertised 4 week shipping time and no communication was provided concerning the delay nor was the order automatically cancelled and a refund provided. The invoice for the partial order delivery was annotated by '******', presumably Hertling CEO ***********************************, that the final pair of pants, for which I paid $97.5 was in progress. However, no further shipments or communications were received until October 30, 2020, when customer service representative ************ responded to a status update request filed through the Hertling website support form and said the final pair of pants would ship the following week, but no shipment occurred.No further communications have been received from Hertling, including shipment notifications or deliveries, updated shipping dates, or cancellation/refund. I have made many attempts to contact Hertling and obtain a status update or refund, including replying on the original customer service email, submitting new customer service tickets via the website form, and CC'ing CEO ***********************************. I have demanded a refund or status update via Hertling's listed contact methods and have been consistently ignored for over a year.I am seeking BBB assistance in securing a refund prior to and, hopefully, instead of pursuing a small claims case.

  Business response

  01/05/2022

  Dear BBB and ***************,

  Thank you for the notice.  This complaint is partially true, the fact that we were delayed and offered poor communication last year, but we confirmed a refund for the $247.50 for the full amount of the merchandise purchased on Nov 10, 2021.  We essentially gifted the 2 pair of trousers which had been received as a gesture of thanks and apology for the poor service. We want to verify that the refund was received.  Please feel free to email us at *************************************.

   

  Happy New Year and thank you. 
  

  -***********************************

  HERTLING- CEO

  Customer response

  01/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received a refund, contrary to Hertling's claim that they have already refunded the order. I reached out to them to resolve using the email address provided in their response, but have not received any response for a week. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*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. ↩