I have had a great response from Kimberly H at Carolina Herrera. The delivery driver said they had delivered my package when I was at work, but when I got home it wasn't there. I emailed Carolina... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I am not normally one to leave reviews but in this instance I thought it was important. After buying my wife a Carolina Herrera Calander (which she has asked me for over the last 18 months) we found o... See more
Company replied
I wanted to share positive feedback about Bruna from your Consumer Services team. She handled my misdelivered package issue with patience, clarity, and great follow-through. She proactively provided t... See more
Company replied
I had a wonderful shopping experience when I visited Fenwick in Newcastle and was looked after by a lovely blonde lady on the Carolina Herrera Counter. She spent lots of time with me and I tried out... See more
Company replied
Company details
About Carolina Herrera
Written by the company
The House of Herrera is defined by the iconic style and effortless sophistication of its founder Carolina Herrera, launching Carolina Herrera New York in 1981.
Carolina Herrera New York is our luxury fashion and beauty house renowned for its fashion-forward collections and world-class couture atelier.
Encompassing fragrances and a newly launched, fully customizable makeup collection, Carolina Herrera Fragrances reflects the effortless sophistication and iconic style of founder Carolina Herrera.
Contact info
4.6
Excellent
734 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Martina was very helpful and responsive…
Martina was very helpful and responsive throughout any enquiries which made the experience with the brand most pleasant !
28 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Mel,
Thank you for taking the time to share your kind feedback.
We are delighted to hear that Martina was helpful and responsive throughout your enquiries, making your experience with our brand so pleasant. Your words are greatly appreciated and will be shared with her, they are sure to make her day.
Thank you for choosing Carolina Herrera, and we look forward to welcoming you again soon!
Your Carolina Herrera Team
I needed help regarding a package that…
I needed help regarding a package that was stuck in a locker because of some erroneous information on the UPS side. The CH team was very helpful and prompt. Truly awesome. Thank you Sylvie F.
27 July 2026
Unprompted review
Reply from Carolina Herrera
Hi Mihai,
Thank you for taking the time to share your experience.
We are happy to hear that our Carolina Herrera team was able to assist you promptly and provide the support you needed with your delivery issue.
Your kind words mean a lot to us, and we will be sure to share your lovely feedback with our brand ambassador Sylvie and the team.
Thank you again for your trust, and we hope to have the pleasure of assisting you again soon.
Your Carolina Herrera Team
Im trying to return a dress
Im trying to return a dress - 700€. I got a notification 7 July that my return has been received - today is the 24th July - no refund, no answer to any of my emails to customer service. the telephone number provided doe not exist and cannot be called. This is a horrible experience for a brand like that!
7 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Henny,
Thank you for taking the time to share your recent experience with us at Carolina Herrera.
Regarding your message, we wish to inform you that we are Carolina Herrera NY and the dress purchased seems to be from CH Carolina Herrera, our lifestyle diffusion brand.
Our team exclusively handles requests related to https://www.carolinaherrera.com/ website.
Please find here the contact details of CH, the correspondent team will be able to assist you further: customers@chcarolinaherrera.com
We sincerely hope that you will receive the necessary assistance required to receive the refund and restore your faith in CH Carolina Herrera.
Your Carolina Herrera Team
Had a wonderful experience
Had a wonderful experience with Carolina Herrera especially with Verona. They have been extremely helpful and resolved my issue with no problems. Would recommend completely.
23 July 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for taking the time to share your experience.
We are delighted to hear that Verona provided such helpful support and was able to resolve your issue smoothly.
Your recommendation means a great deal to us, and we will be sure to share your kind words with Verona.
We truly appreciate your trust and look forward to welcoming you again in the future.
Kind regards,
Your Carolina Herrera team.
I bought two handbags from dear Shop in…
I bought two handbags from dear Shop in Vista Village the two bags are faulty ( the leather colour is fading off and the other the metal where the bag is lock is broken contacted aftercare service 2months ago I received an email today stating sorry we cannot repair your bags without not any explanation this is very poor as your stuff are expensive never will I buy again from them
22 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Rachel,
Thank you for sharing your feedback.
Please note that our team exclusively handles requests related to https://www.carolinaherrera.com/ website.
Please find here the contact details of CH Carolina Herrera, the correspondent team customers@chcarolinaherrera.com who will be able to review your case and assist you further.
Thank you for bringing this matter to our attention.
Your Carolina Herrera Team
Sylvie F was very helpful,best customer…
Sylvie F was very helpful,best customer service ever I had,shy solve the issue very quick,best customer service👏👏👏👏👏👏👏👏👏👏👏👏👏
22 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Isabella,
Thank you for taking the time to share your feedback.
We are delighted to hear that Sylvie provided you with such outstanding service and was able to resolve your issue so quickly.
Your kind words mean a great deal to us, and we will be sure to pass on your recognition to Sylvie.
We truly appreciate your trust and look forward to welcoming you again in the future.
Kind regards,
Your Carolina Herrera team.
Customer service was excellent
Customer service was excellent.
Josiane K solved my issue super quick!!
Happy customer
20 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Jaclyn,
Thank you for taking the time to share your feedback.
We are delighted to hear that Josiane was able to resolve your issue quickly and provide you with an excellent consumer service experience.
Your kind words are greatly appreciated, and we look forward to welcoming you again in the future.
Kind regards,
Your Carolina Herrera team
Awful Experience with Carolina Herrera…
Awful Experience with Carolina Herrera in Greece!
I made an online purchase through their website on the 1st of July 2026 and it was showing that the delivery will be fulfilled within 2-7 business days from the confirmation date. Fast forward 18 days later after many emails and false promises from their side, my delivery has not been fulfilled yet and they refuse to take the shipment back from the courier company and refund my money and the courier company has delayed the delivery of the shipment with no estimated delivery date so I’m left with no shipment, no estimated delivery date and no refund! Shameful experience by a company that is supposed to be reputable!
1 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Marilyn,
Thank you for sharing your experience with us.
Customer satisfaction is extremely important to us, and this is not the experience we want anyone to have at Carolina Herrera.
We would very much like the opportunity to assist you further on this matter, to be able to do so, we kindly ask you to contact us directly at contact@carolinaherrera.com for one of our brand ambassadors to get in touch with you shortly and to support you as quickly as possible.
Thank you for your cooperation!
Your Carolina Herrera Team
share positive feedback…
I wanted to share positive feedback about Bruna from your Consumer Services team. She handled my misdelivered package issue with patience, clarity, and great follow-through. She proactively provided the delivery details, which helped me locate my parcel quickly. Her communication was prompt, courteous, and made a stressful situation much easier to resolve.
16 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Mariel,
Thank you for taking the time to share your experience!
We are happy to hear that our consumer service team was able to assist you so effectively. At Carolina Herrera, we strive to provide a friendly and knowledgeable experience for every customer.
We are especially glad to hear that our brand ambassador Bruna was able to resolve your issue quickly and efficiently. Feedback like yours motivates us to continue delivering exceptional service and ensures that every customer feels valued and supported.
Thank you once again for your thoughtful review. We look forward to assisting you in the future.
Your Carolina Herrera Team
Very quick response
I have had a great response from Kimberly H at Carolina Herrera.
The delivery driver said they had delivered my package when I was at work, but when I got home it wasn't there. I emailed Carolina Herrera straight away and Kimberly H was very helpful and it was all sorted within two days.
Excellent service & very caring.
Thank you
13 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Jayne,
Thank you for taking the time to share your experience with us.
We are happy to hear that our brand ambassador Kimberly was able to assist you promptly after the issue with your delivery. Providing caring, responsive support is something we are committed to, and we are pleased that Kimberly was able to resolve the situation for you so quickly.
Your kind words will certainly be shared with Kimberly, who will be delighted to know that her assistance made such a positive difference.
Thank you once again for your trust and support. We look forward to serving you again in the future.
Your Carolina Herrera Team
I found it very easy and a lovely…
I found it very easy and a lovely experience working with Georgiana B! The kindness and flexibility were beyond. I appreciate true kindness and great customer service and this is an example of just that!
1 July 2026
Unprompted review
Reply from Carolina Herrera
Dear Elizabeth,
Thank you so much for taking the time to share your wonderful feedback.
We're delighted to hear that you had such a lovely experience with Georgiana. It means so much to us that their kindness, flexibility, and dedication to providing excellent customer service made such a positive impression on you.
We'll be sure to share your kind words with Georgiana, who will be thrilled to know that she made your experience such a memorable one.
Thank you again for your support—we truly appreciate it and hope to welcome you back again soon.
Kind regards,
Your Carolina Herrera Team
Atención 5 estrellas
I want to thank Daisy for all her help. I had a problem with the Carolina Herrera website and couldn’t complete my purchase. Since there isn’t a Carolina Herrera store where I live, buying online is my only option.
Daisy was very patient, answered all my questions, and stayed in touch until I was finally able to place my order.
I’ve been a Carolina Herrera customer for many years, and this experience reminded me why I love the brand. Thank you for your excellent customer service!
25 June 2026
Unprompted review
Reply from Carolina Herrera
Dear Jeny,
Thank you so much for taking the time to share your wonderful feedback.
We're delighted to hear that Daisy was able to assist you with your purchase and support you throughout the process. We understand how frustrating technical issues can be, so it's fantastic to know that her patience, dedication, and communication helped you successfully place your order.
It means a great deal to us to hear that you've been a Carolina Herrera customer for many years, and we're especially pleased that this experience reinforced your confidence in our brand. We'll be sure to share your kind words with her.
Thank you again for your continued loyalty and support. We truly appreciate it and look forward to welcoming you back again soon.
Kind regards,
Your Carolina Herrera Team
Their sizing is extremely off
Their sizing is extremely off, and when I tried to return or exchange it, they said no
22 June 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for taking the time to share your feedback, and we are sorry to hear about your experience.
After reviewing your case, we can confirm that your query is related to CH Carolina Herrera (https://chcarolinaherrera.com/). Please note that our team exclusively handles requests related to the Carolina Herrera website (https://www.carolinaherrera.com/), which operates separately.
To ensure your concern is properly addressed, we kindly ask you to contact the relevant team directly at customers@chcarolinaherrera.com. They will have full access to your order details and will be best placed to assist you further.
We understand how disappointing this situation must be, and we sincerely hope the appropriate team will provide you with a prompt and satisfactory resolution.
Your Carolina Herrera Team
Slow problem resolution, poor service
The several individual customer service reps I interacted with, including Elly W., were polite and professional. My complaint is not with them, but with Carolina Herrera's policies that seem hostile to good customer service.
UPDATE: I'm changing my original rating from 2 stars to 1 star. From start to finish, my ordeal with CarolinaHerrera.com lasted 7 weeks, from June 2-July 22. It took 2 weeks to resolve the website issue, 3 weeks for them to offer me a resolution to the missing item issue, and another 2 weeks for them to provide my final refund. When I accepted their offer for a refund, I was told that if my item was part of a set, I had to return all the items in the set. I had purchased a ring and body cream that were listed on the website as a "Save On Set," so, reluctantly, I returned the body cream with the ring even though there was nothing wrong with the body cream and I wanted to keep it. When I inquired why I was refunded for the ring only, I was told I hadn't needed to return the body cream. Apparently, since the two items were listed separately on the invoice, CarolinaHerrera.com didn't consider them a "set" even though they were advertised as a "set" on the website and purchased as a "set." This is very inside baseball and not something a customer would just know.
CarolinaHerrera.com: Had you simply mailed me the missing piece, or immediately offered me a refund or a replacement, I would have been happy. Instead, every problem had to be "escalated" to a different team and investigated over a period of weeks. Also, I was never kept proactively informed; I had to repeatedly reach out for updates. In contrast, my husband ordered a book online from a thrift bookstore. The box arrived empty with a post office stamp indicating the box arrived at the post office that way. The thrift bookstore refunded my husband that same day. I remain shocked that a company as prestigious as Carolina Herrera has worse customer service policies than a thrift bookstore.
ORIGINAL REVIEW
I am really shocked by how slow and terrible the customer service is at this designer brand. The website kept glitching as I tried to place an order; instead of believing their website was the problem I had to send them a copy of my driver’s license to prove my identity. After that, it took their “dedicated team” two weeks to resolve the issue. I then placed my order and it arrived promptly, but a piece was missing. After sending them photos and a detailed description of the shipping box, I’m still waiting on a resolution nearly a week later. Brands of lesser prestige would’ve sent me a replacement immediately. Instead, Carolina Herrera treats me with suspicion and delays solving their problems. I really love their fragrances, but I am surprised and disappointed in how little they value their customers. 
22 June 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for taking the time to leave your feedback. We genuinely appreciate your honesty and are sorry that your experience on this occasion did not meet your expectations.
We appreciate the patience you showed while we worked to resolve your case, and we sincerely apologise for the delays you experienced. While we understand how frustrating this must have been, we're pleased that we were ultimately able to reach a resolution.
Your feedback is invaluable and helps us identify where we need to improve. We hope we'll have the opportunity to provide you with a smoother experience in the future.
Please do not hesitate to contact us at Carolina Herrera again should you need any further assistance.
On behalf of Carolina Herrera, we wish you a lovely day.
Your Carolina Herrera Team
Dreadful company
I bought one of their lip balms and it’s a dreadful design. Cost me £30, and the balm keeps falling out of the lid. It’s meant to be a keyring. Total sham. Their customer service is awful and they won’t take responsibility. Avoid, please.
24 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Lizzie,
Thank you for sharing your feedback. We are sorry to hear about your experience with the product.
We can confirm that one of our Brand Ambassadors is already in contact with you and actively assisting with your quality claim. Our team is currently reviewing the information provided and will continue to work with you directly to address your concerns.
We appreciate your patience and the opportunity to look into this matter further.
Your Carolina Herrera Team
Great customer service
I had a great experience with Sebastian from the customer service team. I had a small issue with my online order and he went above and beyond to find a solution for me. Very caring and prompt communication. Thank you Sebastian!
4 June 2026
Unprompted review
Reply from Carolina Herrera
Dear Mariana,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding the service you recieved from Sebastian, and we would like to thank you for taking the time to tell us about your satisfaction. We are glad to hear that everything was resolved for you!
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We look forward to welcoming you back soon!
Our team wishes you a great week!
Kind regards,
Your Carolina Herrera Team
Amazing customer service experience
I had to contact customer service as the website glitched and removed a few of my perfume samples- it's a small issue but nonetheless, Afful F was extremely helpful in assisting me. They gave a swift solution and approached me with nothing but respect and kindness despite the simple query. Aside from that, the wrapping of Carolina Herrera is supremely beautiful, a stunning cherry red that i am in awe of. Next year I'll be sure to pick a miniature of the good girl perfumes!
3 June 2026
Unprompted review
Reply from Carolina Herrera
Dear Maria,
Thank you for taking the time to share your experience.
We are happy to hear that our brand ambassador Afful was able to assist you promptly and provide a solution with the respect, kindness, and care that we strive to offer every customer. Your feedback will certainly be shared with her.
We are also thrilled that you enjoyed our signature gift wrapping and found it as beautiful as we intended it to be. It is wonderful to know that even the smallest details contributed to your experience.
Thank you for choosing Carolina Herrera. We look forward to accompanying you on your fragrance journey and hope you enjoy discovering the Good Girl collection in the future.
Your Carolina Herrera Team
Carolina customer service at its absolute best!
Choosing a brand like this means embracing quality, but what really amazed me was the incredible human touch behind it.
When I needed support regarding my purchase, the customer service team and Martina in particular treated me with absolute kindness, elegance, and genuine care.
Martina was incredibly attentive and reassuring, turning a delicate and stressful situation into a wonderful experience.
It is so rare to find a team that makes you feel this valued.
I couldn't be happier or more grateful! 🌟
1 June 2026
Unprompted review
Reply from Carolina Herrera
Dear Fatina,
Thank you for your feedback.
Our main objective is to provide an online experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Martina's service, and we would like to thank you for taking the time to tell us about your satisfaction.
We hope you continue to enjoy your products!
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back again!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
Fantastic customer services
Fantastic customer services
Sorted out my issue fast and kept me informed
Thank you
23 May 2026
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you very much for taking the time to share your feedback about your experience with us.
We are happy to hear that your issue was resolved quickly and efficiently, and that you were kept well-informed throughout the process. This level of clarity and responsiveness is exactly what we strive to deliver.
At Carolina Herrera, we are always committed to ensuring that every customer interaction is handled with care, efficiency, and attention.
Thank you again for your trust and your feedback. We look forward to assisting you again in the future!
Your Carolina Herrera Team
Prompt resolution
I have had a few years experience of purchasing from Carolina Herrera and on this last occasion had an issue that was promptly and professionally delt with by Georgina b
26 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Andy,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding the service provided by Georgiana, and we would like to thank you for taking the time to tell us about your satisfaction. We are beyond pleased to hear that you have been purchasing our products for a few years now and we are glad that everything was resolved for you.
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
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