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.
I’m very disappointed because I ordered…
I’m very disappointed because I ordered a fragrance online and it was supposed to be a birthday gift! Unfortunately a week had passed now and I haven’t received my package since the tracking number didn’t update, I contacted customer service for how many times and they said they’re working on it to resolve the issue but until now it’s not solve! I ordered it last july 28,2025 and now it’s august 8 and my package didn’t arrive!
28 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Lucile,
Thank you for sharing your experience with us.
We are truly sorry to hear about your recent experience and understand your frustration. Our Consumer Service Team has been in contact and will reach out to you shortly to offer our sincere apologies and a suitable resolution.
We truly value your feedback and appreciate the opportunity to make things right.
Thank you for your understanding!
Your Carolina Herrera Team
Fast delivery
Very good home page very quick delivery. I ordered in 6 August after 21.00 and receive my perfume 8 August. They pack everything very nice. Thank you very much.
8 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Alina,
Thank you so much for sharing your lovely review.
We are happy to hear that your experience: from browsing our homepage to receiving your fragrance, was smooth and satisfying. It is wonderful to know your order arrived so quickly and that the packaging met your expectations.
Your kind words mean a lot to us, and we hope you enjoy your new fragrance.
We hope to welcome you at Carolina Herrera again soon.
Your Carolina Herrera Team
Kimberly H from carolina herrera has…
Kimberly H from carolina herrera has provided the best customer service. She is kind helpful and solved my problem in muinutes. Thanks again Kimberly
6 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Yashika,
Thank you for taking the time to share your feedback.
We are delighted to hear that Kimberley was able to assist you so efficiently and with such kindness. Your recognition means a lot to us, and we will be sure to share your kind words with Kimberley and the rest of the Consumer Service team.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera Team
Very good
I was having an issue with returns and Sheila was very helpful.
5 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Johns,
Thank you for your kind words.
We are happy to hear that Sheila was able to assist you with your return issue in a helpful manner. We will be sure to share this feedback with Sheila and our Consumer Service Team.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera Team.
Excellent Customer Service…
I placed an order for a couple of items and was amazed at how easy it was and how quickly the items arrived.
However I had a query and it was resolved very quickly, efficiently and professionally by both Bruna and Sebastian.
Thank you so much for a great shopping experience.
1 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Mrs Ross,
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 and Sebastian, they 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
Great customer service
The representative Camilo V was very helpful. All my questions were answered and he emailed me to make sure I was satisfied and I love that. Thank you Camilo V.
30 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Onica,
Thank you so much for taking the time to share your feedback.
We’re thrilled to hear that you had such a positive experience with Camilo V. It's wonderful to know he was able to assist you thoroughly and follow up to ensure everything was resolved. We'll be sure to share your kind words with him, it will certainly make his day!
Our team wishes you a great day!
Your Carolina Herrera Team
I am trying to return 2 skirts with…
I am trying to return 2 skirts with matching tops I purchased online. When I called CH and spoke with Martina she could not locate my orders. She said she would email me customer service and I should respond with copies of orders.
She never emailed me. When I return the call she had left the office.
21 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Barclay,
Thank you for sharing your experience with us.
We would like to clarify that our team handles customer service for Carolina Herrera NY, 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.
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
Their availability is Monday to Friday from 9AM to 7PM, and Saturday from 10AM to 6PM (EST).
They will be best positioned to assist you with the matter and offer the appropriate resolution.
Thank you for your understanding!
Your Carolina Herrera Team
Stefania thankyou so much for sorting…
Stefania thankyou so much for sorting out my query and helping me place the order again. It was a pleasant experience. Much love ❤️
15 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Vinoo.
Thank you for your lovely feedback. We are happy to hear that our brand ambassador Stefania was able to assist you and make the process smooth and pleasant. Providing a seamless experience is what we strive for, and it is wonderful to know we delivered that for you. We truly appreciate your support.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you again on our Carolina Herrera website .
Your Carolina Herrera Team
Beauty
The customer care at Carolina herrera is outstanding. Starting from first time I sent an email when I had an issue with ordering my beauty products till it was resolved they followed up step-by-step and replied to me immediately and solved my problem. Cynthia was always replying to my emails and solved the problem for me, she was fast and efficient. The customer care team is very very professional.
14 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Roula,
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 Cynthia, 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 am pleasantly surprised by the patient and helpfulness of customer service
I am pleasantly surprised by the customer service. They were very patient and helped me find a solution quickly and efficiently. All recommendations.
14 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Renata,
It is with great pleasure that we have read your positive feedback about the service you have received.
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
Prompt response in addressing my…return
Prompt response in addressing my concerns.
Very professional.
1 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Alex,
Thank you so much for your lovely feedback and for taking the time to share your experience. We are happy to hear that you were pleased with the prompt and professional support you received from our brand ambassadors.
At Carolina Herrera, we always strive to provide exceptional service, and it is truly rewarding to know we met your expectations.
If there is anything else we can assist you with, please don’t hesitate to reach out to us again.
We look forward to welcoming you again.
Your Carolina Herrera Team
What a lovely and fast delivery…
What a lovely and fast delivery company!recieved order within two days with lots beautiful samples. Thank you
11 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Lucie,
Thank you so much for your feedback!
We're thrilled to hear that your order arrived promptly and that you enjoyed the beautiful samples. Providing a smooth and special experience is exactly what we aim for.
Your kind words motivate us in our daily efforts to offer the very best to our customers, and we look forward to welcoming you back to Carolina Herrera soon.
Wishing you a great day!
Your Carolina Herrera Team
Very helpful and I appreciate Bianca .l…
Very helpful and I appreciate Bianca L…she answer my question
2 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Ramona,
Thank you so much for your kind feedback!
We’re delighted to hear that Bianca L. was able to assist you and provide the support you needed. Your satisfaction is very important to us, and we truly appreciate you taking the time to share your experience.
Your compliments encourage us in our daily efforts to deliver the best to our customers, and we hope to welcome you back to Carolina Herrera soon.
Our team wishes you a wonderful day!
Your Carolina Herrera Team
The qualifying gift items are always…
The qualifying gift items are always out of stock, they should have a system in place to avoid this issue. Extremely disappointed as whenever try to make a purchase and try to add the free gift, it is always out of stock. Why can't they resolve this issue?
4 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Maria,
Thank you for sharing your experience with us.
We are truly sorry to hear about your recent experience and understand your frustration.
One of our main goals is to guarantee the satisfaction of our customers in addition to exceeding the quality of our products and services.
For this reason, we have forwarded your message to the corresponding department.
We truly value your feedback and appreciate the opportunity to make things right.
Thank you for your understanding!
Your Carolina Herrera Team
Amira went above and beyond to assist…
Amira went above and beyond to assist me with my inquiry. Communication was clear and timely. Will definitely continue shopping at CH because of such great customer service.
1 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Valencia,
Thank you so much for your feedback!
We're thrilled to hear that Amira went above and beyond to assist you. Providing clear and timely communication is something we truly value, and it's wonderful to know it made a difference in your experience.
We’ll be sure to pass along your praise to Amira. She’ll be delighted!
Our team wishes you a great day!
Your Carolina Herrera Team
Disappointed
** Sana has made contact with me to resolve issue which I’m grateful for, maybe the rest of the customer services team could take lessons from Sana. Thanks for sorting **Disappointed - missing travel spray that was advertised with purchase. Contacted them on opening parcel and was told it would be dealt with and item sent out. 5 days later got email to say the travel spray out of stock that’s why not sent out - they were still advertising it 3 days after my order. Customer service responses very rude and poor. Spent nearly £100 here - won’t be buying from them again
20 June 2025
Unprompted review
Reply from Carolina Herrera
Dear Janet,
Thank you for sharing your experience with us.
We are truly sorry to hear about your recent experience and understand your frustration. A manager from our Consumer service team has reached out to you directly to offer our sincere apologies and a suitable resolution. We truly value your feedback and appreciate the opportunity to make things right.
Thank you for your understanding!
Your Carolina Herrera Team
Patrick B was so kind and helpful and…
Patrick B was so kind and helpful and responsive. I will definitely be back, thank you!
19 May 2025
Unprompted review
Reply from Carolina Herrera
Dear Molly,
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 Patrick, 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
everyone be aware i purchased a top and…
everyone be aware i purchased a top and skirt for my daughter on Madison ave from a salesperson Hugo, anyway i received a week later, the package arrived squashed into a fedex envelope (btw this is the first time i receive a package in this price range like this) all highend places ship in a proper box, anyway to make long story short my daughter decided she does not like it so my wife went back to store to return, the store manager decided together with HUGO to take back the skirt but not the top, even though we were well within our 30 day time frame, as they said it had dirt on the color all tough me and my wife saw nothing, but they did not budge at all, we can see a fold on the color this the way it was shipped.
so know before buying to be very carefull
11 June 2025
Unprompted review
Reply from Carolina Herrera
Dear Harry,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear about the difficulties you have experienced when trying to return your garments.
We would like to clarify that our team handles customer service for Carolina Herrera NY, 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 on 802 Madison Avenue
New York, NY 10065 that 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
Their availability is Monday to Friday from 9AM to 7PM, and Saturday from 10AM to 6PM (EST).
They will be best positioned to assist you with the matter and offer the appropriate resolution.
Thank you for your understanding!
Your Carolina Herrera Team
Great customer service from Abir👏🏽
Great customer service from Abir👏🏽. 10/10
10 June 2025
Unprompted review
Reply from Carolina Herrera
Dear Ella,
Thank you so much for your kind feedback!
We’re thrilled to hear that Abir provided you with great service. We’ll be sure to pass along your lovely words. Your satisfaction is our top priority, and it’s rewarding to know we delivered a 10/10 experience.
Thank you once again for taking the time to share your experience. We look forward to welcoming you back again soon.
Wishing you a wonderful day!
Your Carolina Herrera Team
They never responded
They never responded, paypal had to sort it out.
Don't trust this company!
They now AGAIN respond here, publicly, without having responded to me.
They say they're dealing with it, meanwhile paypal has already refunded me.
Shambolic!
5 June 2025
Unprompted review
Reply from Carolina Herrera
Dear Thomas,
Thank you for sharing your feedback with us at Carolina Herrera.
We can confirm that a dedicated brand ambassador has indeed reached out to you, to to provide further insight of your case.
Once again, we truly appreciate your patience and understanding while we have been working to resolve your case. Your feedback is extremely valuable to us and will be shared with the relevant teams to help prevent such delays in the future.
Your Carolina Herrera Team
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