- May 5, 2010
- Reaction score
I can tell you that Hertling is disingenuous with its direct customers and I assume the same is true from its commercial customers as well. I've recounted it here before. But, after a sustained campaign I finally got them to respond to an email. I emailed, emailed their CEO, sent a website contact, and posted on their IG. Anyway, 7 months into a 3-4 weeks order - and after two separate group emails promising 3 more weeks, 4 and 3 months ago respectively, they let me know that they were going to make my pants. I got a shipping notice Friday. I wouldn't put the Hertling business on Epaulet. I have a feeling they will be filing for bankruptcy pretty soon.After 1.5 years of waiting on the outstanding custom trousers and denim orders I made all I want now is a refund on what isn't finished and ready to be sent to me. I get the pandemic has been hard on everyone but thats precisely why I can't have my money locked up for years.
To date I’m still missing:
- 2x Wilhelm Chino’s in Yoshiwa Crosscut Pique
- 1x Wilhelm Chino's in Woolrich American Tweed
- 1x Ultrafleck Midnight Wilhelm Jeans.
Let me share with the forum what has my experience been like while waiting for this 1.5 years.
For starters the custom jeans they have completed are totally off in sizing. If you compare the Size 35 Nisshinbo Jet Black Wilhelms to the Size 35 Andalou Earl Greys and Nisshinbo Antique indigos they’re about 2 inches larger in the mid thigh (see photos below). I wasn’t notified of the cut change either so I can only chalk this up to lack of quality control. I say anything because after waiting so long for them sending them back to be recut would have just been pointless and caused more delays and cost more money out of my pocket.
I should mention that they wouldn’t send the above order until I reviewed a negative review I posted. That kind of hostage negotiation tactic just sits badly with me but I complied because they have both my money and product. Eva was kind enough to throw in an extra pair of Antique indigos they had due to the inconvenience.
They lost a cookies and cream chain stitch shirt which I ordered and had to replace it with a different shirt.
Since this started to go south I started to document all the exchanges Ive had. I'll share TLDR version of the 18 email changes so far regarding the rest of my orders that are missing:
March 2021 - After reaching out to Ming and he explains there are production delays in their LA factory and they also lost my material for the Ultrafleck. They did offer a refund at this time which I should have taken but I had confidence they would come through with the new changes to their production so I rolled the dice..
April 23rd 2021 - After reaching out via email after no word and Ming notifies me they would send the material to Hertling after production issues with LA factory and to expect a 6 week turn around. They also managed to source more Ultrafleck. Says he would update me on progress.
June 14 2021 - After I reached out due to no response, Ming tells me that Hertling hasn’t finished them. Promises to update me as things progress.
July 12, 2021 - After no updates yet again I reach out again, Ming tells me that they had to move production to RTC because Hertling is with a backup of 6 months. Offers me custom buttons as consolation further delays, I decline and just ask for the default production selections. Ming promises to inform me of updates.
August 2nd 2021 - After no further updates I reach out and request a refund. Ming declines to give me a refund because the fabric is cut. Promises mid September delivery.
September 24th 2021 - I reach out again and find out 2 trousers are finished and should be sent in the next two weeks. No mention of which two have been finished or whether the other 2 items were in production. Maybe they don’t have fabric, who knows?
October 8th 2021 - I reach out and request a refund for the remaining items that aren’t in production and can’t be sent. Still haven’t received anything and haven’t heard back.
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