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
736 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.
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
Great Customer Service
I had some problems at checkout, and reached out to them and was talking with Josiane K who helped me go through all the steps and explained everything clearly and also quickly! It was a great experience overall having a company that actually helps you step by step!
2 June 2025
Unprompted review
Reply from Carolina Herrera
Dear Lavina,
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 Josiane, 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
Great customer service
I had my free gifts missing from my order. I reached out to customer service and Josiane K helped me get the issue sorted out within a few days. I am very pleased with how understanding and efficient she was. Thank you Josiane K.
3 June 2025
Unprompted review
Reply from Carolina Herrera
Dear Theodora,
Thank you so much for your kind words!
We're really happy to hear that Josiane was able to assist you quickly and make things right. We'll be sure to pass your lovely feedback on to her, it will mean a lot!
Thank you again for taking the time to share your experience, and we hope to welcome you back again soon.
Our team wishes you a great day!
Your Carolina Herrera Team
There was an issue w/the website when…
There was an issue w/the website when we were placing our order. Due to the multiple times we tried to checkout, we forget to apply a code for a promotional item. Once in receipt of our purchase, I then remembered that the promotional item was missing. I contacted CH & spoke to Bruna. She understood what happened and escalated the issue to management for review. She was kind, professional & followed up with an email to which I also received resolution from. Thank you, Bruna, for your help! It was a pleasure to speak w/you & I appreciate your help!
24 May 2025
Unprompted review
Reply from Carolina Herrera
Dear Nicole,
Thank you so much for your kind words!
We’re so pleased to hear that Bruna was able to assist you with care and professionalism. It's always our goal to make sure every experience is a smooth and positive one. We’ll make sure to pass along your lovely feedback to her, it will truly mean a lot!
Thank you again for taking the time to share your experience, and we hope to welcome you back again soon.
Our team wishes you a great day!
Your Carolina Herrera Team
What a great company
I had a problem where I did not submit for a free gift I am not great on the computers spoke to a lovely lady mariangela f who was so helpful and professional it really makes a change to deal with people who want to help you this company is great there fragrances are the best
Do yourself a favour and buy some perfume from this company
19 May 2025
Unprompted review
Reply from Carolina Herrera
Dear Mark,
Thank you for your kind review.
We are very pleased to hear that Mariangela F. was able to assist you in such a helpful and professional manner. Providing friendly and supportive service is something we truly value, and your feedback is greatly appreciated. We will be sure to pass your comments on to Mariangela and our Consumer Service Team.
We are also delighted that you enjoy our fragrances. Your recommendation means a lot to us.
We hope to welcome you at Jean Paul Gaultier again soon.
Kind regards,
Your Carolina Herrera team.
Returns not allowed - shocking service
I purchased some items while on holiday from a CH store in Granada, Spain. Having got back to the UK I wanted to return a couple of items and reached out customer service. After several emails with customers @ chcarolinaherrera.com (as advised by the response from CH to this review below) , they told me I cannot return an item other than to the country of purchase, and cannot post or send the item back, so am basically stuck with items I wanted to exchange / return. This was never explained by staff in the store in Spain, and is not written anywhere on their terms of service or invoice.
Extremely poor service from what is supposed to be a premium international brand
Very disappointed and advise people to avoid, especially on holiday.
5 May 2025
Unprompted review
Reply from Carolina Herrera
Dear Mark,
Thank you for taking the time to share your experience. We are truly sorry to hear about the difficulties you have faced to return your items.
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 Granada, 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 understanding!
Your Carolina Herrera Team
Abir was very friendly and helpful
Abir was very friendly and helpful. Thank you!
12 May 2025
Unprompted review
Reply from Carolina Herrera
Dear Pat,
We would like to thank you for taking the time to tell us about your satisfaction with our Abir, 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 bought a purse it came defective
I bought a purse it came defective . I reached out to to customer service to get a replacement . The whole process took more than two weeks and at the end they couldn’t send me a replacement but returned the money to the account ( it will take 14 more days ) and then they want me to repurchase the purse which I will obviously not do .
8 April 2025
Unprompted review
Reply from Carolina Herrera
Dear Pedro,
Thank you for taking the time to share your feedback and we are truly sorry to hear about your experience.
We understand how disappointing it must be for you. This is certainly not the level of service we strive to provide.
Please rest assured that our team will be getting back to you shortly to assist you further. We value your trust in Carolina Herrera and will do our best to turn this experience around.
Your Carolina Herrera Team
Extremely Disappointing Experience – Poor Service from a Luxury Brand
I’m writing to share my deep disappointment with CH Carolina Herrera Paris and to caution future customers about my experience.
Late last year, I purchased a dress from their Paris store but was unable to take it with me due to travel timing, so I arranged for it to be posted to Australia. I had bought the dress specifically for a close friend’s wedding in late February. When I finally tried it on before the event, I discovered it was too large. I immediately contacted the store, offering to cover all shipping costs to exchange it for a smaller size (size 8).
However, the return parcel was held by French postal services due to customs processing, requiring a simple signature from the store. Despite my repeated emails over the span of three months, I received no timely assistance or resolution.
This has been an incredibly frustrating and emotionally disappointing experience. Not only did I not have the dress for my friend’s wedding, but I’ve also incurred financial loss and stress—something I never expected from a high-end brand.
What is most disheartening is the complete lack of customer care. The service I’ve received falls far below the standards expected from a luxury retailer and has left a lasting negative impression. Sadly, I will not be purchasing from CH Carolina Herrera again, and I urge others to be cautious when ordering internationally from this store.
28 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Parvin,
Thank you for taking the time to share your experience. We are truly sorry to hear about the difficulties you have faced and we do understand how disappointing this situation must have been, especially given the importance of the event you were preparing for.
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 Paris store 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 understanding!
Your Carolina Herrera Team
Great customer service
I emailed to ask about a samples question and I was responded by the next day, very kindly by a dear employee named Giulia M. She was very sweet and patient, and provided me with information on samples and orders. I appreciate her clear interest in helping me a customer with my question. Thank you Giulia M please give her a raise😊
4 April 2025
Unprompted review
Reply from Carolina Herrera
Dear Cielo Galdamez,
Thank you so much for your kind words and for taking the time to share your experience.
We are thrilled to hear that Giulia was able to assist you promptly and with such care and patience. It’s wonderful to know that she made such a positive impression, and we truly appreciate your recognition of her hard work and dedication.
Your feedback is greatly appreciated, and we’ll be sure to pass along your praise to Giulia and our Consumer Service team.
We hope to welcome you again at Carolina Herrera soon.
Kind regards,
Your Carolina Herrera team.
Josiane K (Carolina Herrera) was…
Josiane K (Carolina Herrera) was excellent in customer service. received immediate email responses and she took care of my promocode. i was able to buy a mothers day gift for my wife. appreciate the prompt responses from staff.
31 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Joseph,
Thank you so much for your feedback!
We're thrilled to hear that you had a great experience with our customer service team. Josiane K. will be delighted to know she made a positive impact!
Our main objective is to provide an experience that exceeds your expectations.
If you ever need anything, don’t hesitate to reach out.
Your Carolina Herrera Team
No refund or replacement for faulty product
Ordered my mother a lipstick, which snapped after 2 uses. I sent customer services a picture , 3weeks worth of communication, 2 phone calls and they still have not provided a return label, refunded the product or sent a replacement. I have since purchased a replacement as this was a gift. Shocking customer service and I will be taking this further.
8 March 2025
Unprompted review
Reply from Carolina Herrera
Dear SJS,
We're very sorry to hear about your experience and completely understand how frustrating it must be, especially since it was a gift. Please know that we take situations like this very seriously.
Today, a member of our Management team reached out to you via email and then by phone to address your concerns and explain the steps we’ve taken to resolve this matter in the best possible way.
If you have any further questions or need additional support, please don’t hesitate to reach out. We're here to help.
We apologize for the inconveniences caused.
Kind regards,
Your Carolina Herrera Team
Dreadful experience
Dreadful experience. Bombarded by adverts for the lip liners. Bought one then liked so another. Then a lip balm. Loads out of stock items. Then was blocked! Emailed them, had to send photographic ID to prove who I was! Despite them happily taking my money. Customer service awful. They never got back to me. Had to chase them to try to buy then still out of stock. No apology. No gratitude. Really bad online service. Made to feel like a thief or something. I will NEVER buy from here again. Plus the swatches look NOTHING like the actual colours. Hot nude and chic nude plus slay nude look identical but totally different. Beware. Disgraceful. They don’t deserve your money.
14 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Sarah,
We appreciate you taking the time to share your feedback with us. We understand how frustrating this must have been for you, and we sincerely apologize for any inconvenience caused.
Kindly know that our customers' satisfaction is extremely important to us, and we want to ensure that every shopping experience is smooth and enjoyable. We have reached out to you privately to discuss this matter further and to address your concerns directly.
Thank you for bringing this to our attention. We appreciate your feedback and hope to make things right.
Your Carolina Herrera Team
I bought some colognes from the site…
I bought some colognes from the site and had a few issues but I emailed Carolina Herrera and received a swift and detailed response on my matter. Thank you Jolijn for that!
9 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Jordan,
Thank you for sharing your experience with us!
We’re glad to hear that Jolijn was able to assist you swiftly and thoroughly. Your satisfaction means a lot to us, and we’re always here if you need anything else.
Feel free to reach out anytime!
Kind regards,
Your Carolina Herrera Team
Estibaliz was extremely helpful and…
Estibaliz was extremely helpful and responsive. Very pleased with the customer service.
3 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Kelley,
Thank you for your kind words.
We're thrilled to hear that Estibaliz was helpful and responsive. We will share your feedback with her.
If you need anything else, feel free to contact us. We're always here to help!
We appreciate you taking the time to share your feedback!
Kind regards,
Your Carolina Herrera Team
Sweet customer service
They answered my questions and they were very nice and respectful.
4 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Aysenur,
Thank you for your kind words!
We're so glad to hear that our customer service team was helpful and treated you with care.
If you have any other questions or need assistance in the future, we're always here to help.
We appreciate you taking the time to share your feedback!
Kind regards,
Your Carolina Herrera Team
Carolina Herrera Exceptional Customer Experience
Customer Service is the best in the industry. Had a small issue and the whole team an especially Grace H and Anna provided an exceptional customer experience—quickly, professionally, and with great empathy and support.
20 February 2025
Great company and customer service
Great company and customer service. Chloe C was wonderful. Best fragrances too! Thanks for your great products and customer service!!!
19 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Teri,
Thank you so much for your feedback!
We're thrilled to hear that you had a great experience with our company and customer service. Chloe C will be delighted to know she made a positive impact!
Our main objective is to provide an experience that exceeds your expectations.
If you ever need anything, don’t hesitate to reach out.
Looking forward to assisting you again!
Kind regards,
Your Carolina Herrera Team
Carolina Herrera mini-perfumes and service
Got the advent calendar of mini-perfumes, which was beautiful and a great addition to the holiday's experience!
At first it was claimed at the warehouse not to have arrived, but thanks to the quick responses of Jolijn at CH's service desk, the proofs were provided and the package got processed.
Thanks for the great service
8 December 2024
Unprompted review
Reply from Carolina Herrera
Dear Xander van pelt,
Thank you so much for your kind review.
We're thrilled to hear that you loved the advent calendar and that it made a great addition to your holiday experience. We truly appreciate your patience, and we're glad Jolijn could assist you in getting everything sorted out quickly.
Your feedback means a lot to us, and we're grateful for your trust in our service.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera team
Beautiful Clothes, Shame about the Service and Quality
My experience is regarding a red shirt I bought in the summer time with CH cufflinks that cost nearly Eu400. One of the cufflinks broke and I sent several emails with no response. I receive promotional emails daily, but nobody has the time to respond to my request to post me a new set. Im extremely disappointed as this is a brand I thought had 100% focus on quality and service. I would appreciate a resolution and provided a 6month window for the team to respond before taking this to a public review.
18 June 2024
Unprompted review
Reply from Carolina Herrera
Dear customer,
Thank you for taking the time to post this review.
We were sorry to learn that you had an issue with your cuff links.
You order has been placed in https://chcarolinaherrera.com/. Our team exclusively handles requests related to https://www.carolinaherrera.com/ website.
Please find below contact details of CH, the correspondent team will be able to assist you further:
Email: customers@chcarolinaherrera.com
Trustpilot page: https://uk.trustpilot.com/review/chcarolinaherrera.com
We wish you a very pleasant day.
Yours sincerely,
Your Carolina Herrera Team.
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