Herschel Supply Co. Head Office

I placed an order 2520751 and received the backpack yesterday and had my four year-old try it on. Unfortunately, the backpack is too big for her, both straps fell off the edge of her shoulders.Therefore, I called Herschel Supply Roberson and asked if I could bring the backpack back there for a return. The staff told me no because this backpack is the sale item.I am quite surprised and upset for this reason: When I purchased the backpack, a 30-day return policy was listed below. There was not a pop-up window that told me I can not return the sale item. Besides that, the reason I bought this backpack is not because of the sale, it is because my four year-old daughter loves the butterfly pattern.I checked the size for the current Herschel backpack I have at home for my six-year-old daughter. The measurement fits the dimension that is described for a mid-value backpack on the website. But they are actually different sizes, which I realized after I received the butterfly mid-value backpack. I didn't know there are so many different sizes apart from XL and mini. This is also my first time purchasing Herschel online.I am quite disappointed with online Herschel. I thought I would return this butterfly backpack and purchase another one online from Herschel. But I also learned today that heritage kid backpacks do not have inside laptop sleeves and a side packet for carrying a water bottle. By contrast, Indigo offered the Herschel backpacks which have all those features that I mentioned above.In the end, I had to purchase another Herschel backpack for my four-year-old daughter from Indigo where they also do not have a no sale item return policy and they have all the features that I am looking for for a kid's backpack.I talked to the store and they asked me to call customer service where they never answer the phone and Llivechat staff named James did not respond me back after I tried to explain my order, Indeed, he just closed the livechat!!!!!!! I will never buy Herschel again! Moms, please not waste your time on a company that does not want to serve their customers!The $50 dollar backpack is a lesson for me to learn!!!! Hope my post can help someone at least.

When I bought school bag the sales rep was all over me cause I was going to spend 189 for a School bag and sales rep garenteed me that if Herschel has a life warranty.. and then I went to Metrotown Burnaby location.. Store Manager told us sorry we can’t help you and I have to go online ..it’s been a month now.. NO ONE HAS CALLED US.. Claim is still open and when you call 1-877 number , no one answer..FRAUD AND ABSOLUTELY FRAUD COMPANY!! MANAGER WONT EVEN LOOK AT YOU IF YOUR BRINGING ANY RETURN ITEMS ! And he was so Raisesest and he only helped WHITE customers!!

I purchased a backpack in March 2022 in Sydney BC. Within six months, one of the straps had ripped from body of the backpack. I was told by a Herschel retailer that Herschel is a very good company that stands behind their products so I submitted a claim. I downloaded and sent 5 pictures as requested, which clearly showed the issue. I no longer had the proof of purchase but gave the date and place of purchase, as requested. My claim has been denied and closed and I have subsequently paid $25.00 to a seamstress to repair the strap. I am extremely disappointed in the Herschel customer service department and will not ever buy another Herschel product.

I have emailed Herschel twice and called to no avail about a product which was never delivered. I have been ignored so will contact my credit card to cancel my charge. Will never do business with company again.

I have been trying to order a hip pack for 2 months (black) always out of stock. I finally place my order last night transaction goes through only to receive an email today telling me they can’t fill my order and a refund will be processed within 5 days. What? The kicker is when I ordered it stated that inventory was currently at 8 remaining, funny I went online after I received the email and it stated 2 currently available. How do you run a company that can’t produce inventory, I don’t understand? This is the reason Target didn’t make it in Canada. Is anyone in the same boat???

one of the worst quality bags and clothes i’ve ever purchased. for the amount of money their products costs, you’d expect them to last longer than they do. i bought a little america backpack for $150 and the strings broke within a month. the cheap plastic and material used doesn’t justify the price. waste of money. will never buy anything from herschel again

**DID NOT RECEIVE REFUND UNTIL AFTER I FOLLOWED UP, OVER A MONTH AFTER ITEMS WERE DELIVERED BACK TO HERSCHEL**I ordered several things for Christmas. Upon arrival, I was very disappointed in 3 of the 5 items and returned. The return process was a hassle. I had to “request” a return, wait several days for a response, then pay return shipping. I did not anticipate having to pay return shipping although I acknowledge I did not check prior to ordering.I sent the items back 2/13/23, tracking shows they were received back to Herschel on 2/15/23. As of 3/19/23, over a month later, I’d not heard a word from Herschel. No acknowledgement of receiving my return, no refund, nothing.I reached out to Herschel via email and immediately rec’d a canned response email saying the company was very busy, it would take several days to hear back from them, and to consider their chat.I went to the chat and had to provide the order and return authorization number, and tracking number for the package that I paid to return. After proving that the package was signed for by someone named Gabby at Herschel, the refund was issued almost instantly. Of course the shipping was not included. There was no explanation of why my money had not been returned, and I AM POSITIVE MY MONEY WOULD HAVE BEEN RETURNED TO ME IF I’D NOT GONE TO HERSCHEL.At the end of the chat I asked why I hadn’t received my refund without having to proactively reach out to the company? The response from Herschel chat was “No worries- the warehouse is really busy”.“No worries”?? Clearly on Herschel’s end, but the chat person as a representative of Herschel certainly seemed tone deaf to what I was saying. It was a worry for me, that’s why I’ve been waiting for over a month. It’s my money, and I worry about it! It’s clear Herschel does not, so “no worries” I won’t be ordering from your company again

Horrendous customer service and junk policies pertaining to exchanges for brand new, tagged, and packaged/unopened items. Zero solutions, even with me offering to pay this company more money. Basically got the “too bad so sad” response. Nothing progressive or modern about this outdated business with outdated business models. What kinda business says no to money and turns down an extra sales opportunity?

I was really disappointed with my overall experience purchasing from them. I found the description of their face mask to be promising more than what the product actually was.When I contacted them to try to find a win win solution without having to write a negative review, I found their customer service really disappointing. To me if felt like they were more focused on trying to avoid responsibility for the issues rather than focusing on serving their customers.Their face mask was also on the more expensive end of the range. If they had delivered well I would have had no problem paying that price, but it ended up just adding to my disappointment.I wish this company the best of luck in improving the experience of future customers. We are all human and a work in progress after all. :)

I should've read the review before I ordered online. I ordered two bags one in the afternoon the other in the evening since I like the second one better. And I tried to cancel right after my second order, There is no option for cancel the order at all. So I sent the email requested for cancel and I even received the reponse email but It shipped the next day.The problem was that I need to pay for the return fee so I ended up going to the store to returned the bag. And now I'm still waiting for the one that ordered. I cannot even cancel because they can not guaranteed. How can you do business like this This is so frustrating. Don't evev start the online service if you are not ready.