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
732 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.
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
Exceptional customer service provided…
Exceptional customer service provided by Carolina Herrera who have replaced my perfume due to a fault with the bottle. My customer service assistant Camilo V was wonderful.
6 February 2026
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for providing us with 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, and we are glad that Camilo was able to assist you promptly.
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 weekend!
Kind regards,
Your Carolina Herrera Team
Disapointing experience
RESPONSE TO YOUR REPLY
It's a first time I'm hearing that this discount code can't be used on sale item, please double check my conversation with you and also your website.
It feels like you telling more lies with every single message you're sending.
I purchased the discovery set specifically because it included a redeemable code equivalent to the set’s value.
Despite multiple follow-ups, the code was not received.
I was only told after 5 days that it had supposedly been sent. During this delay, the perfume price increased.
I still don't have the code and now unable to purchase the bottle at the reduced price.
This situation has arisen solely due to delays on your side, which I communicated to the Customer Service, stating that I expect you to honour the original price or issue a replacement code reflecting the difference, which they refused.
Looks like I will have to find a new favorite perfume.
4 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Raminta,
Thank you for taking the time to share your updated feedback with us. We wish to highlight that we understand how much upset this situation has caused you.
This is certainly not the level of service we aim to provide at Carolina Herrera. We can see that one of our Brand Ambassadors has already reached out to you and assisted with your return, and we truly hope the matter will be resolved to your satisfaction.
Once again, we truly appreciate your patience throughout this process and your continuous feedback.
Your Carolina Herrera Team
Very polite and patient service from a…
Very polite and patient service from a very helpful and nice lady Nicoletta
1 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Sean,
Thank you for your kind review!
We’re beyond pleased to hear that you’re happy with the service we have provided. We are also glad that Nicoletta assisted you in a helpful and polite manner and we will certainly pass your positive feedback onto her!
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 Jean Paul Gaultier in the future.
Kind regards,
Your Jean Paul Gaultier team.
Experience with customer services
I received an email stating that my order was cancelled, but it did not include a reason - which was disappointing. After contacting customer support, I received clear updates confirming my request and the expected response time. The response was delivered within the stated timeframe and was clear.
2 February 2026
Unprompted review
Reply from Carolina Herrera
Dear Jenny,
Thank you for sharing your experience with us. We are truly sorry to hear about the frustration and disappointment caused by the cancellation of your recent order.
Customer satisfaction is extremely important to us, and this is not the experience we want anyone to have with us; however cancellations can occur even at Carolina Herrera.
We truly appreciate your patience and your honest feedback, which helps us improve our service.
We hope to have the opportunity to restore your confidence in Carolina Herrera and to welcome you back in the future.
Thank you for your cooperation!
Your Carolina Herrera Team
Ordered gifts online for the first time…
Ordered gifts online for the first time through website. Nice and straightforward ie in stock. What was also offered was gift wrap and add message plus free postage. No added cost.
It all arrived. All I will say is 11 out 10.
The best online service I've experienced. Highly recommend. Gifts great. Presentation WOW. 😊
23 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Mr. Power,
It is with great pleasure that we have read your wonderful feedback about the service you have received when placing your order with Carolina Herrera.
Comments such as yours truly matter to us as our maingoal is to offer a memorable experience to all of our customers.
We hope that you will enjoy your purchase and continue to choose Carolina Herrera in the future.
Our team wishes you a great day!
Your Carolina Herrera Team
Online Order
I placed an order online. My order had been sitting in my cart for a few days. When I went to place the order I didn’t realize the coupon code for the free makeup bag, perfume miniature, and hand lotion was not longer attached to the order until minutes after I placed the order. I immediately looked for a place to cancel and reorder, but that wasn’t an option.
I emailed customer service and received a prompt response from Nicoletta.
I was disappointed to find out that company policy would not honor the coupon code after placing the order, which is understandable. Also, I was not able to cancel the order. This was the only reason I was placing this order so I was pretty disappointed.
However, Nicoletta was great in communicating that in a very professional and respectful manner, as well as providing alternative methods such as returning the item once I receive it and try ordering again (although she couldn’t guarantee stock and it can take up to a month).
Although I wear this perfume daily and absolutely love it, this is the first time I have ordered directly from Carolina Herrera. I have not received the perfume yet so my review is purely based on customer service, not delivery or packaging.
Will I order from Carolina Herrera directly again? I’m not sure. I tend to put items in my cart and wait a few days before purchasing so I could see this happening again and once again miss out on something. I also can’t say much for company policy. BUT I can say a lot for Nicoletta! I work with the public in a business setting. She handled the situation beautifully and with class!
Nicoletta is 5 stars, minus 1 for a disappointing company policy.
In reply, I wanted to clarify. The code was still valid. In fact, I just checked and it is valid as of today, three days later on 01/20/26. The code I tied to use was CHBEAUTYDUO for the makeup bag, perfume miniature, and lotion. So the frustration isn’t because the code expired. It’s because of policy that I couldn’t go back and cancel the order immediately to order again and add the code or have customer service add the code from their end. Thanks for the reply though!
17 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Angela,
Thank you for taking the time to share such a detailed and thoughtful review.
We are sorry to hear about the disappointment surrounding the promotional offer and understand how frustrating it can be when a coupon expires before checkout, especially when it was the main reason for placing the order.
While our policies around promotions and order cancellations are in place to ensure consistency, we do appreciate you sharing this feedback, as it helps us continue to review and improve the customer experience.
That said, we are happy to hear about your positive interaction with our brand ambassador Nicoletta. We truly appreciate you choosing Carolina Herrera for your fragrance and hope that once you receive your order, the product itself lives up to the love you already have for it.
Thank you again for your honest feedback and for recognizing excellent service.
Your Carolina Herrera Team
Amanda R
Amanda R, helped my out get my refund from my missing/ stolen package. Very understanding and very helpful we need more people like her
12 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Jose,
It is with great pleasure that we have read your wonderful feedback about the service you have received from our Amanda.
Comments such as yours truly matter to us as our main goal is to offer a memorable experience to all of our customers.
We hope that you will continue to choose Carolina Herrera in the future.
Our team wishes you a great day!
Your Carolina Herrera Team
Giulianna was great
Giulianna was great. The address I was using was a bit odd. Giulianna went above and beyond to make sure it was right.
I thought they messed it up because the entire address wasn’t displayed on the email. I asked for clarification and Giulianna got back to me immediately.
10/10 recommend. Thank you soo much.
4 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Gregory,
Thank you for taking the time to leave us this wonderful review about the service your have received from Giuliana, she will be overjoyed about your 5 Star review!
We are glad to read that we have been able to resolve the address error and we thank you for the opportunity to make things right.
That being said, we hope that you will continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
Best so far
I just want to say thank you to the entire team at the official store for taking care of my order. I purchased from the online shop, and the shipping was very prompt. The item was perfectly packed and in excellent condition. I can’t express enough how much I appreciate that there are people who truly care about how a product should be packed, presented, and delivered so professionally. Purchasing from the Carolina Herrera official website gives me hope that there are still companies that genuinely care about delivering their products in the best possible way. This delivery deserves 10 stars, not just 5.
9 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Kapik,
It is with great pleasure that we have read your wonderful feedback about the service you have received when placing your order with Carolina Herrera.
Comments such as yours truly matter to us as our main goal is to offer a memorable experience to all of our customers.
We hope that you will enjoy your purchase and continue to choose Carolina Herrera in the future.
Our team wishes you a great day!
Your Carolina Herrera Team
Marcelo M
Marcelo M. (Carolina herrera)
He make a fast response to my problem
and solve the issue with professionalism
He is a great customer service agent
8 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Fred,
We would like to thank you for taking the time share your satisfaction with our Marcelo, he will be truly thrilled about your wonderful review.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
1000/10 service, 5 stars!
Bruna was sooo helpful, I am extremely grateful for their help!!
7 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Ashley,
It is with great pleasure that we have read your positive feedback about the service you have received.
We would like to thank you for taking the time to tell us about your satisfaction with our Bruna, she will be truly thrilled about your wonderful review.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
I had a great experience ordering…
I had a great experience ordering through Carolina Herrera, as to be expected. The packaging was gorgeous and I just love the effort and timely manner of the customer service. Highly recommend, she has beautiful fragrances!! La Bomba is so nice and classy.
6 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Madison,
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, 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.
We hope you continue to enjoy your La Bomba!
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!
Your Carolina Herrera Team
My favorite fragrances and customer services
My favorite fragrances, the most elegant and lovely packaging, and the best costumer service by far. I recommend Carolina Herrera no just for they products quality and elegance; I recommend Carolina Herrera by their customer service. Thank you Bruno D. For helping me with my package updates
5 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Nirma,
Thank you for taking the time to leave us such a lovely review about your received order. Your personal mentioning of our Bruno is also very much appreciated, he will be truly thrilled to read about your wonderful review.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
Respectful and very professional system…
Respectful and very professional system at Carolina Herrera . My concerns were validated and my return was issues with respect . Great company to trust
1 January 2026
Unprompted review
Reply from Carolina Herrera
Dear Kinder,
It is with great pleasure that we have read your positive feedback about the service you have received with your return at Carolina Herrera.
Compliments such as yours reinforce us in our daily effort to offer the best to our customers and we hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
Andrea S
Andrea S. of Carolina Herrera Management Team assisted me tirelessly throughout the holiday season of 2025 (from Dec. 22 through Dec. 31). Her professionalism, thoughtfulness, and quick actions were beyond my expectations and any other experience I have had with other major luxurious online companies. As a longtime fan of Carolina Herrera, I have to say Carolina Herrera never disappoints her clients not only in the aspect of providing beautiful, well made garments with flair but also providing excellent customer services.
22 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Michelle,
Thank you for taking the time to leave us such a wonderful review about how Andrea has assisted you throughout the holiday season of 2025 here at Carolina Herrera. She will be so pleased to read about your kind words, and they truly mean so much to us.
Your feedback reinforces us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a wonderful day!
Your Carolina Herrera Team
Nicoletta was so helpful and answered…
Nicoletta was so helpful and answered all my questions!
I cannot comment on the product yet as it s a b day gift , however the packaging looks so luxurious, I am sure my daughter will be delighted!
Thank you 🎉💝
31 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Monica,
It is with great pleasure that we have read your positive feedback about the service you have received with your recent order.
We would like to thank you for taking the time to tell us about your satisfaction with our Nicoletta she will be truly thrilled about your wonderful review and the personal mentioning of her.
Compliments such as yours reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
Poor Craftsmanship and Customer Service
I am beyond disappointed with both the quality of Carolina Herrera products and the lack of professional service at the Dallas location and HQ. I own pieces from various luxury brands (that I work very hard for) and I have never experienced such poor craftsmanship or disregard for a customer.
I purchased a bag for $2,000 in Sept 2023. Despite using it fewer than 10 times, which the store manager, Marilyn, even acknowledged, the buckle broke and will no longer close. While I understand it is technically out of warranty, one expects a luxury brand to stand behind its craftsmanship.
The follow-up has been unacceptable. I was promised call-backs that never happened, requiring me to visit the store three separate times just to get an update. Even an executive named Alba assured me she would escalate the issue and call me within days; she never did. To finally be told today that "nothing can be done" after weeks of being ignored is insulting. As a Latina, I took pride in supporting this brand, but this experience has completely destroyed my respect for CH. I will never purchase from them again.
27 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Julianna,
Thank you for taking the time to share your experience. We are truly sorry to hear about the difficulties you have faced with your bag.
We would like to clarify that our team handles customer service for Carolina Herrera, which is separate from CH Carolina Herrera. As such, we unfortunately do not have access to orders or internal processes related to CH Carolina Herrera boutiques, including the CH store in Dallas you have mentioned.
To ensure your concerns are addressed by the appropriate team, we kindly ask you to reach out directly to CH Carolina Herrera's customer service using the contact details below:
Email: customers@chcarolinaherrera.com and Toll-Free Number: +1 844 547 2912
Additionally, please find here their Trustpilot profile: https://uk.trustpilot.com/review/chcarolinaherrera.com.
They will be best positioned to assist you with the matter and offer the appropriate resolution.
Thank you for understanding!
Kind regards,
Your Carolina Herrera Team
Bruna The person hwo assisted me was…
Bruna The person hwo assisted me was really helpful and kind
26 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Luis,
,
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.
Mariangela consumer services.
Mariangela dealt with a slight issue i had with a leaky bottle. She was professional, kind,understanding and very efficient and prompt with her replies.
5 star service from an extremely competent and I would imagine highly valued member of the Carolina Herrera team. Thankyou
12 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Tracey,
It is with great pleasure that we have read your positive feedback about the service you have received.
We would like to thank you for taking the time to tell us about your satisfaction with our Mariangela, she will be truly thrilled about your wonderful review.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
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