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 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.
Missing Items
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 one of the draws was empty. I contacted customer support and my call was answered within 1 minute (which given its Christmas was amazing). The kind lady called Bintou listened to my problem and sorted the issue swiftly. Thanks again to her and the company, wish you all a Merry Christmas.
17 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Matthew,
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 Bintou, she will be truly thrilled about your wonderful review.
Compliments such as yours reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Jean Paul Gaultier soon.
Our team wishes you a great day!
Your Carolina Herrera Team
My representative Teresa was very…
My representative Teresa was very personable and easy to transact with. I highly recommend her and your easy return policy. Wishing your entire team a very Merry Christmas
12 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Emma,
Thank you for sharing your positive experience with us, we are glad that we could assist you this time.
We also wish to sincerely thank you for leaving us such a kind review about our Teresa, she will be thrilled seeing your lovely feedback.
Our team wishes you a great day and we hope to welcome you back to Carolina Herrera soon!
Your Carolina Herrera Team
Afful F delivered an exceptional…
Afful F delivered an exceptional customer experience. His professionalism, attentiveness, and thoughtful guidance made it possible to locate a highly sought-after fragrance that was otherwise unavailable online. Polished service, clear communication, and a true reflection of the Carolina Herrera brand standard. Five stars.
17 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Shaunette,
We wish to thank you for taking the time to leave us such a wonderful review about our Afful, she will be truly delighted about your kind review.
We work hard to offer the very best service to our customers, your compliments reinforce us in our daily effort to we sincerely hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
Greedy company
I wanted to order perfume for my daughters Christmas. Carolina Herrera had an offer if spending £99 or more you would receive a free gift which included a phone carrier. I thought this was a great gift as my daughter is about to go travelling. The perfume was expensive and I signed up to receive emails which gave me 10% off my purchase, still costing £113. It did not show the free gift in my purchase, despite spending over £99, so I contacted them. They are stating that because i got the 10% discount I cannot have the free gift despite spending over the £99 threshold. It does not state this and I feel it is very deceptive and unfair for them to not honour this, when I could easily have purchased the perfume on cheaper sites. I think it is extremely poor customer care and will not be using them in future. It is greedy on their part and I no longer have time to cancel the order and purchase elsewhere. Very disappointing from a company such as this.
12 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Otille,
Thank you for sharing your experience with us. We are truly sorry to hear about the frustration and disappointment caused by our recent website promotion.
We wish to reconfirm that promotions are not cumulative unless stated otherwise on our website, and we are truly sorry for the disappointment caused on this occasion.
We hope to have the opportunity to restore your confidence in Carolina Herrera and to welcome you back in the future.
Your Carolina Herrera Team
Nicolette at Carolina Herrera was Awesome!
Nicolette at Carolina Herrera was excellent. Very courteous, professional and friendly. And importantly, responsive. I have only had the best of experiences with Carolina Herrera.
15 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Teresa,
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 Nicoletta, 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
Very fast in responding and taking care…
Very fast in responding and taking care of my issue . Great service
8 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Jorge,
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 Carolina Herrera.
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
Achat Carolina Herrera
Audrey D a été accueillante et chaleureuse pour m'aider à procéder à l'achat de produits Carolina Herrera. Ce fut une agréable expérience, les conseils et les informations sont efficaces et pertinents.
Merci beaucoup !
Audrey D was welcoming and friendly in helping me purchase Carolina Herrera products. It was a pleasant experience; her advice and information were effective and relevant.
Thank you very much!
12 December 2025
Unprompted review
Reply from Carolina Herrera
Bonjour Todi,
Merci beaucoup pour votre retour.
Nous sommes ravis d’apprendre que notre ambassadrice de marque Audrey a su vous accueillir chaleureusement et vous accompagner avec des conseils pertinents lors de votre achat de produits Carolina Herrera.
Nous sommes heureux que votre expérience ait été agréable et que les informations fournies vous aient été utiles. Votre satisfaction est notre priorité, et vos gentils mots seront transmis à Audrey, qui sera ravie de les recevoir.
Nous avons hâte de vous assister à nouveau pour vos futurs achats Carolina Herrera et de rendre chaque expérience aussi agréable que celle-ci.
Votre Équipe Carolina Herrera
Excellent customer service and response.
Thanks to Madeleine K., I received excellent attention to solve the problem I present with the shipping company when I did not receive my package... she offered me several options with which I could be satisfied as a customer.
Very grateful!
11 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Grisely,
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 Madeleine 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 Jean Paul Gaultier soon.
Our team wishes you a great day!
Your Carolina Herrera Team
Very helpful
I spoke with Bintou about a problem I had with a bottle off perfume I ordered customer service was great very helpful and quick! My problem was solved thank you
9 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Katie,
,
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 Bintou. We are happy that everything was resolved for you.
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.
Teressa
Teressa, was very patient and organise about my orders. Package has received Andy daughter is very happy.
28 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Edelyn,
We greatly appreciate your kind words, Teresa will be thrilled to read your comments. By taking the time to share your enthusiasm with us in this wonderful review you truly reinforce us in our daily effort to offer the very best to our customers.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Your Carolina Herrera Team
Patrick B provided phenomenal customer…
Patrick B provided phenomenal customer service after I explained that I had not received my order of La Bomba. He went above and beyond in assistance.
Thank you Patrick B!!
5 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Henderson,
Thank you for taking the time to share your enthusiasm with this wonderful review. We greatly appreciate your kind words about Patrick and hope to continue providing an online experience that exceeds your expectations.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Your Carolina Herrera Team
Excellent Customer Services
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 many products without any hard sell. I am delighted with my purchases and will definitely be back.
21 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Julia,
Thank you for taking the time to share your experience. We are happy to hear that our Carolina Herrera Brand Ambassador was able to assist you with such ease and professionalism.
Your satisfaction is incredibly important to us, and knowing that your interaction met your expectations truly means a lot.
Thank you again for your trust.
We look forward to assisting you again in the future.
Your Carolina Herrera team.
I had a terrible experience with Carolina Herrero
I had a terrible experience with this company. They sent my package with a very unreliable carrier, and without any photo evidence, they assumed my package had been delivered when I never received anything. Furthermore, customer service was completely unhelpful.
18 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Ricardo,
Thank you for taking the time to share your feedback with us. We are sorry to hear about the inconvenience you experienced with your delivery.
Our team did investigate your case and reached out regarding this matter.
We understand how frustrating this can be, and we truly appreciate your comments. We will make sure to forward this feedback to the relevant department.
Thank you again for bringing this to our attention.
Your Carolina Herrera Team
The agent at CH made my communication…
The agent at CH made my communication and concern effortlessly easy and professional. The issue was promptly addressed and resolved.
6 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Lucy,
Thank you for taking the time to share your experience. We are happy to hear that our Carolina Herrera brand ambassador was able to assist you with such ease and professionalism, and that your concern was resolved promptly.
Your satisfaction is incredibly important to us, and knowing that your interaction went smoothly truly means a lot.
Thank you again for your trust.
We look forward to assisting you again in the future.
Your Carolina Herrera team.
Sheila was very patient and helpful
Sheila was very patient and helpful, I had issues to checkout my order, She helped me resolve it, thanks again sheila F
11 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Chedna,
Thank you for your kind review!
We’re delighted that you’re happy with the service we provided. We will certainly pass your comments onto Sheila!
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.
My beautiful box.
This is my first time purchasing on line with this company, yes I have my fragrance the new beautiful butterfly bottle smells amazing, yes I have bought Carolina Herrera perfume and so far O love what I purchase before love the shoe bottles also they look very elegant on my dresser, any way I did have a small issue with my order but thanks god it was magically resolved the soon I send my first email, the response by Yukon C . was wonderful and few minutes later the carrier came and there it was my beautiful package amazing , when I actually open the box inside was really elegant the way it came and my beautiful free gift. Thank you so much for your help, Yukyin C for your fast response I really appreciate it..Sincerely Iris
31 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Iris,
Thank you so much for taking the time to share your wonderful review. We are happy to hear that you love your new fragrance and the elegant packaging.
We are also thrilled to know that your experience was enhanced by our Brand Ambassador, Yukyin, whose prompt and attentive support helped ensure your order was resolved quickly. We will be sure to pass along your kind words to her.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Reply from Carolina Herrera
Dear Thalia,
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 with our service.
Compliments such as yours, reinforce us in our daily effort to offer the best to our customers.
On behalf of Carolina Herrera, we wish you a great day & wonderful weekend!
Your Carolina Herrera Team
Sorry but customer aftercare is…
Sorry but customer aftercare is shocking . I bought a bottle of the new la bomba 30ml and the design of the bottle is either terrible or I received a faulty one but I cannot get the last 10ml or so out of it as it won’t spray . It’s as if the straw like spray doesn’t go to the bottom of the bottle in the corners were the low perfume sits .
After contacting customer care tonight and sending pictures , videos and also confirmation of my order from Sephora they now want packaging from early October . Honestly who keeps perfume boxes and packaging .
Shocking customer service honestly I won’t recommend it but any of your products again
20 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Nicola,
Thank you for taking the time to share your experience with us, and please accept our sincerest apologies for the inconvenience and disappointment this situation may have caused you.
We fully understand how frustrating this might be, but since your purchase was made from a retailer rather than directly from our website, we require additional information to investigate the batch of products.
We appreciate your cooperation on this occasion since this will allow us to identify and avoid similar cases from occurring in future.
One of our Brand Ambassadors has already reached out to you, to ensure we are doing everything possible to make this right.
Should there be anything further we can do to assist or support you, please do not hesitate to reach out again.
Sincerely,
Your Carolina Herrera Team
Been buying directly from Carolina…
Been buying directly from Carolina Herrera website for more than 4 years now. Never had a bad experience and always pleasantly surprised with the gift packaging.
The miniatures are a big hit
17 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Raseem,
Thank you for your continued trust over the last four years.
We are truly delighted to know that your experiences with Carolina Herrera have always been positive and that the miniatures are such a favorite.
It’s also wonderful to hear that you enjoy our signature gift packaging. We would like to thank you for taking the time to tell us about your satisfaction.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Can't unsubscribe
I made the mistake of registering for emails from this company
Now, after trying to unsubscribe 3 times they keep sending emails
**Update**
I have now been contacted again by customer services who have finally listened to my issues (thank you for that) and promised to resolve the issue
**Update 26 Oct**
Six days ago, CS promised to have the problem sorted out, although they said I might receive a few emails before the issue is finally sorted out
I'm still receiving emails and wondering if they will ever be able to fix this....
How hard can it be to remove my email address from their system?
17 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Boglet,
Thank you for taking the time to let us know about your experience.
We were sorry to learn that you would like to unsubscribe from our newsletter.
We invite you to contact our Consumer service at contact@carolinaherrera.com requesting to unsubscribe or delete your data. Our team will be happy to assist you with your request.
We apologize for the inconveniences caused.
Kind regards,
Your Carolina Herrera team.
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