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
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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
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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
730 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 89% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Camilo V- I returned something almost…
Camilo V- I returned something almost 15 days ago and have not received any communication from Carolina Herrera so I finally called and I was notified by Camilo that is a standard it will take longer and they don’t normally send out receipt emails. I was not too happy to hear that, but Camilo proactively offered to send me some sort of communication that shows my refund is definitely on the way very happy with the service thank you, Camilo!!
8 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Umreen,
Thank you for taking the time to share your feedback with Carolina Herrera.
We are sorry to hear about the lack of communication regarding your return, and we completely understand how this could be frustrating. That said, we are very pleased to know that our brand ambassador Camilo was able to step in, provide clarity, and proactively offer reassurance about your refund.
Your comments are incredibly valuable, and we will take them into account as we continue to improve our communication processes.
We truly appreciate your kind words about Camilo, and we hope to provide you with an even smoother experience in the future.
Your Carolina Herrera Team
I had a fantastic experience with…
I had a fantastic experience with Carolina Herrera’s customer service, particularly with Sebastian, who went above and beyond to assist me.
I initially encountered repeated error messages while trying to make a purchase on the website, which was quite frustrating. However, Sebastian handled the situation with professionalism, patience, and genuine care. He provided clear, step-by-step instructions via email on how to resolve the issue (including how to clear my browser cache), which worked perfectly.
What truly stood out was his follow-up. He didn’t just resolve the issue and move on, he took the time to check in and ensure everything was working smoothly afterwards. That level of attention and dedication is rare and very much appreciated.
Thanks to his support, I was able to complete my purchase without any further problems.
A big thank you to Sebastian for his outstanding service.I highly recommend both him and the Carolina Herrera customer service team.
2 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Naylan,
Thank you for taking the time to share this wonderful feedback!
We are absolutely happy to hear about your positive experience with our customer service, and especially with our brand ambassador Sebastian.
Providing clear guidance, genuine care, and thorough follow-up is exactly the level of service we strive for, so it’s incredibly rewarding to know this made a difference for you.
We’ll be sure to pass along your kind words to Sebastian. He will be thrilled to know his support helped turn a frustrating situation into a smooth experience.
Thank you again for your recommendation and for choosing Carolina Herrera. We look forward to assisting you again in the future!
Your Carolina Herrera Team
No stars .I am extremely disappointed…
No stars .I am extremely disappointed with my experience. I purchased a Carolina Herrera bag (Order No. 1840220100023620) and discovered a defect that was not caused by my wear and tear in any way. The issue was clearly due to poor material quality and construction — all four corners failed in the exact same way, which shows this was a manufacturing defect, not customer misuse. A luxury bag should never fall apart like this under normal use.
I contacted customer service at contact.us@chcarolinaherrera. provided photos, and explained everything clearly. Instead of taking responsibility, I was repeatedly referred back and forth to people who offered no real help. There is no proper option on the website to select the issue, and every response was just another apology with no actual resolution. You all work together, so the constant runaround needs to stop.
Because the defect was clearly due to your materials and workmanship, and because I could not get any meaningful assistance, I had no choice but to escalate this issue to the Better Business Bureau. It is unacceptable that a luxury brand forces customers to go through the BBB just to be acknowledged.
I hope the company finally starts taking responsibility for product defects instead of offering empty apologies and sending customers in circles with no solution.
--
Your response makes it clear that my original message was not actually read. I already contacted the email you listed, and they were unable to help. Repeating the same information back to me is not assistance — it’s just another example of the ongoing runaround I’ve received from your company.
The lack of accountability and the refusal to address the issue directly is extremely disappointing and reflects poorly on your customer service. I expect a real resolution, not another redirect to the same place that has already failed to help.
29 March 2026
Unprompted review
Reply from Carolina Herrera
Hi,
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 order was placed through the CH Carolina Herrera website (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
FedEx lost my package and I contacted…
FedEx lost my package and I contacted the customer service. Amira has been extremely helpful in resolving my issue without hesitation. Extremely professional.
14 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Tom.
Thank you for your feedback.
We are sorry to hear about the issue with your delivery, but we are happy that our brand ambassador Amira was able to support you and resolve the situation promptly. Providing professional and efficient service is very important to us, and it’s wonderful to know that your experience reflected this.
Your feedback truly means a lot, and we will be sure to share your compliments with Amira.
Thank you for choosing Carolina Herrera. We look forward to serving you again soon.
Your Carolina Herrera Team
Thank you Amira
I absolutely love Carolina Herrera and their products never disappoint. I recently reached out to their customer service team, and I had such a great experience. A lovely representative named Amira assisted me, and she was helpful and friendly.
27 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Wateen,
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, and we are delighted to know that Amira was very helpful throughout the process.
We hope you continue to enjoy your products! We hope to welcome you back soon.
If you need any further assistance, please do not hesitate to contact us.
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team!
Abir was very helpful through a long…
Abir was very helpful through a long and arduous process, but they sorted the problem and resolved as quickly as they could! Very happy with the service
26 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Customer,
Thank you for taking the time to leave us this wonderful review about the support your have received from Abir, she will be thrilled about your 5 Star review!
We are overjoyed to hear that you received immediate assistance and that everything went smoothly. Your feedback is greatly appreciated.
That being said, we look forward to welcome you back to Carolina Herrera soon.
Your Carolina Herrera Team
I purchased a 10ml rollerball of tge…
I purchased a 10ml rollerball of tge bew blush perfume. It arrived in a huge box but despite this the roller ball bottle was smashed. I contacted tge company who wanted photographic evidence . I sent this ... now a week later they are investigating !!! Meaning they think I am lying ???? Disgusted that a high end brand are treating customers like this and I can see from reviews that soneone else has had the sane experience will not purchase from them again . DO BETTER!!!
16 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Carrie,
Thank you for sharing your experience. We are sorry to hear about the condition in which your item arrived and understand your frustration.
Please be assured that we take all quality issues seriously and have reached out to you privately to follow up on this matter directly. Our goal is always to ensure that our customers receive high-quality products and a satisfactory service experience.
We appreciate your patience and hope to be able to address your concerns as quickly as possible.
Your Carolina Herrera Team
Martina did an excellent job responding…
Martina did an excellent job responding on behalf of Carolina Herrera to the delayed FedEx package. She helped find the package at FedEx and was always cheerful and helpful. It made the frustrating experience with FedEx more bearable. She demonstrated the attention to detail that Carolina Herrera is known for.
18 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Joyce,
Thank you for taking the time to share your experience with us.
We are truly sorry for the inconvenience caused by the delay with your FedEx delivery. However, we are happy to hear that our brand ambassador Martina was able to support you throughout the process with efficiency, positivity, and care.
Providing attentive and personalised service is at the heart of our values, and we are pleased that this helped make a frustrating situation more manageable for you.
We hope you are now enjoying your order and remain at your full disposal should you need any further assistance.
Your Carolina Herrera Team
Outstanding,Beyond Expectations.
First of all a mention to Yukyin C.
Great customer service in replying to emails so quick,When i say quick i mean like 10 to 15 minutes,At least in my communication anyhow.
Some companies take days to reply.
Very kind words wrote in reply about my feedback regarding recent purchase and complimenting on the service i received.
Thank you.
The packaging is more than what id expect from buying just one bottle of Fragrance,They go above snd beyond than what they need to.
The quality of the box it comes in id say is Premium not some cheap cardboard box.
All wrapped in a bow with a few little free gifts and a thank you card in an envelope,As well as a copy of your Order,Also in an Envelope.
Its all a very nice touch to make you feel special and appreciated as a customer.
If only all companies where like this.
I was so gratefull for what i received and in a way i received it i immediatly made another purchase.
212 Black Elixer 100ml
Bad Boy Elixer 100ml.
Amazing fragrances they smell divine.
Thank you to ALL the team who come together in making customers purchases extra special.
Bless you all.
Michael.
20 March 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
We would like to thank you for taking the time to tell us about your satisfaction.
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 Yukyin. We will certainly pass your comments on! We are beyond pleased to hear that you really liked our packaging as well as your fragrance!
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
The service I received online was… excellent
The service I received online was remarkable—responsive, professional, and they truly understood exactly what I needed. Martina, thank you!
19 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Scott,
Thank you for your kind words. We are truly happy to hear that you had such a positive experience with our online service.
Providing responsive, professional, and attentive support is something we take great pride in, so it’s wonderful to know we met your expectations. We will be sure to pass your lovely feedback on to our brand ambassador Martina.
We look forward to assisting you again in the future.
Your Carolina Herrera Team
I had trouble placing an order on the…
I had trouble placing an order on the website. I called and spoke to Amira M who was incredibly helpful and guided me through the process.
18 March 2026
Unprompted review
Reply from Carolina Herrera
Dear Rabbia,
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, and we are delighted to know that Amira was very helpful throughout the process. We would like to thank you for taking the time to tell us about your satisfaction.
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.
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team!
My experience was wonderful!
My experience was wonderful!! Thank you to all the Customer Service Reps !!!
17 March 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon!
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, and we would like to thank you for taking the time to tell us about your satisfaction.
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.
On behalf of Carolina Herrera, we wish you a lovely day.
Kind regards,
Your Carolina Herrera Team
Damaged after 2 uses - Terrible Customer Service
I purchased a premium luxury item directly from the official CH Carolina Herrera website. Immediately after the second use, the item exhibited severe degradation and damage along the edges.
I contacted their online customer service, clearly stating the incredibly brief timeframe of use. Instead of conducting a proper physical inspection, their Quality Department rejected my claim twice using generic, automated templates, falsely categorizing the defect as "normal wear and tear." I formally challenged them to properly verify the item, as damage after two uses is undeniably a manufacturing and material defect, not normal wear. My local boutique also refused to provide any assistance.
The brand has failed to deliver a conforming product and unjustly denied my right to a replacement or refund. I request your intervention to enforce consumer protection laws and compel the brand to conduct an independent verification and issue a full refund.
16 March 2026
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you for taking the time to share your experience. We are truly sorry to hear about the issue you have encountered with your item and understand your frustration.
Upon reviewing your case, we would like to clarify that your order was placed via the CH Carolina Herrera website (https://chcarolinaherrera.com/). Our team exclusively handles enquiries and orders made through the Carolina Herrera website (https://www.carolinaherrera.com/), and unfortunately, we do not have access to or visibility over purchases made on the CH Carolina Herrera platform.
To ensure your concern is properly reviewed and handled, we kindly recommend contacting the dedicated CH Carolina Herrera customer care team directly at: customers@chcarolinaherrera.com. Their team will be best placed to assist you further and review your claim in detail.
Thank you for your understanding!
Your Carolina Herrera Team
Bruna was wonderful
Bruna was wonderful. So kind and helpful. Appreciated her urgency to a specific matter and demeanor throughout the process.
27 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Sydney,
,
Thank you for your kind review!
We appreciate you taking the time to leave this review.
We’re delighted to hear that you’re happy with the service we have provided. We will certainly pass your comments onto Bruna.
Customer satisfaction is at the heart of what we do, and your feedback motivates us to keep delivering great experiences.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Thank you very much Karolina for your…
Thank you very much Karolina for your quick response and quick solution to the problem! Very professional approach to the customer !
25 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Marcelina,
Thank you so much for your kind words.
We are glad to hear that you were happy with the support provided. Our brand ambassador Karolina will be thrilled to know that her quick response and professional approach made such a positive difference to your experience.
At Carolina Herrera, we always strive to provide exceptional service, and your feedback truly means a lot to us.
We thank you for the opportunity to make things right and look forward to welcoming you back to Carolina Herrera soon.
Your Carolina Herrera Team
So my Husband ordered a perfume for me…
So my Husband ordered a perfume for me and the freebies didn’t came with it (some was missing) but since I was in contact with Adysson and Anna everything was successfully resolved!!!!! Thank you girls!!! For all the help.
Other than I love Carolina Herrera products ❤️
25 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Jessica,
Thank you for your kind words. We are thrilled to hear that our brand ambassadors Anna and Adysson were able to assist you quickly and professionally. Your appreciation truly means a lot to us, and we will be sure to share your message with the team.
We thank you for the opportunity to make things right and look forward to welcoming you back to Carolina Herrera soon.
Your Carolina Herrera Team
I would 100% recommend!
I asked them a question which required them to do some digging for me, they was fast and efficient in finding the answer to my question. Beatriz L and Josiane K are both extremely attentive and have excellent customer service skills.
24 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Jazmine,
Thank you for taking the time to leave us this wonderful review about the service you have received from our Beatriz and Josiane, they will be overjoyed about your 5 Star review!
We are glad to read that we have been able to assist you, and we thank you for the opportunity to offer you a memorable experience.
Our team wishes you a wonderful day we and hope that you will continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
DO NOT SHOP HERE
DO NOT SHOP HERE.
The worst experience ever. Will not buy
any thing else from this so called high end designer . Terrible customer service, no returned emails or calls from corporate. I was called a liar because I received an online order damaged/ stained . They refused to exchange . I had to pay $70 to get my bag back before it was disposed . Received in a cardboard box . I sent in its original red box and they had the audacity to say it was damaged when they received it so they chose to dispose of it? Who the heck are they to decide what I want to do with my box . My belongings ? I sent a picture of the box it was sent in but they still denied it Absolutely disgusted with this brand . I have reported them to the BBB and will reach all social media . Their treatment was disrespectful and unfair . The product was damaged and they refused to take responsibility . They lied over and over again and never got a call back from upper management. I get better treatment from Target .
16 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Customer,
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 bag purchased is from CHCarolinaHerrera, our lifestyle diffusion brand.
Our team exclusively handles requests related to the https://www.carolinaherrera.com/ website.
Please find here the contact details of CHCarolinaHerrera, the correspondent team will be able to assist you further: customers@chcarolinaherrera.com
Your Carolina Herrera Team
Expensive Bag Broke After Weeks – No Help Provided
The buckle on a brand-new bag broke after just a few weeks — a small screw fell out and the parts came apart.
After contacting customer support, we were instructed to resolve the issue in Mexico, where the bag was purchased, even though we live in Europe. We clearly explained that we were not requesting a return or exchange; we simply asked them to send a small replacement screw so we could fix the issue ourselves. They refused and again directed us to Mexico (where the problem could not be resolved anyway).
As a result, a brand-new expensive bag is now unusable, and they wouldn't help you. Very disappointing experience.
EDIT: After I left my negative review, the CH team contacted us and arrange the replacement of the broken parts which we appreciate.
18 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Nenad,
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 bag purchased is from CH Carolina Herrera, our lifestyle diffusion brand.
One of our Brand Ambassadors has already reached out to you and provided the relevant contact information to speak with the correct team.
We sincerely hope that you will receive the necessary assistance required to repair the bag and restore your faith in CH Carolina Herrera.
Your Carolina Herrera Team
Customer Service
Abir helped me with a missing package. Abir was quick with responses to help me solve the issue.
10 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Laxey,
Thank you for sharing your experience! We are delighted to hear that our brand ambassador Abir was able to assist you promptly and provide an excellent customer support experience.
Kind words such as yours mean a lot to us, and we will be sure to share them with her.
We look forward to assisting you again in the future and making every Carolina Herrera experience a positive one.
Your Carolina Herrera Team
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