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.
Prompt resolution
I have had a few years experience of purchasing from Carolina Herrera and on this last occasion had an issue that was promptly and professionally delt with by Georgina b
26 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Andy,
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 regarding the service provided by Georgiana, and we would like to thank you for taking the time to tell us about your satisfaction. We are beyond pleased to hear that you have been purchasing our products for a few years now and we are glad that everything was resolved for you.
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
Unacceptable Company Policies!
Inside the sealed box was damp, and I noticed the leaking of the defective bottle. I felt I wasted my time, and the effort I by taking the time in providing photos of receipt, contents with box, and video of the defective bottle.
The claim department ignored the fact I stated in the email it was leaking, and it's obvious that there was no claim on my reporting of any mention of broken or missing components. The customer service rep emailed me, and stated the reason for denial of my claim by the claim department is the fact the photos, and or video don't show broken and or missing parts. This just goes to support my claim that you really the claim department really didn't pay attention to my email to effectively investigate my claim. My wife's out the money, and the product was a hazard around our children.
So what would be my opinion on how the company could improve.
1. Put customer satisfaction as a core of the company.
2. The claim department should pay attention to customer's email(s) detailing the issue(s) , and process the claims accordingly in a timely manner.
3. Issue a replacement of the product, as the customer in good faith purchased the product, and company should in good faith stand behind their product.
I gave the one star on this review as it's the lowest rating otherwise it would be no stars.
Update:
As of June 1, 2026 the manufacturer has not reached out to me privately.
There is a common issue of these bottles leaking. The manufacturer ignores these claims, and consumer doesn't receive a replacement.
This is by far the worse company in the United States! 😞
21 May 2026
Unprompted review
Reply from Carolina Herrera
Dear James,
We are sorry to hear about your experience and the condition in which your order was received.
We understand your concerns regarding the leaking product, the condition of the package, and your disappointment with how your claim was handled. This is not the standard of service we aim to provide, and we sincerely apologise for the frustration and inconvenience caused.
Please be assured that we have already reached out to you privately.
Thank you for bringing this to our attention.
Your Carolina Herrera Team
Bruna was very helpful and…
Bruna was very helpful and knowledgeable. I was worried about receiving a fake perfume. Bruna helped me with my concern.
13 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Richa,
Thank you for taking the time to leave us this wonderful review about the service your have received from Bruna, she will be overjoyed about your 5 Star review!
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.
Your Carolina Herrera Team
Amira M was very helpful in solving the…
Amira M was very helpful in solving the issue with my order. She assured me she would keep me updated on my order and that everything would be included
My questions were answered very quickly and helped me through the process of making my order
8 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Isamar,
Thank you for taking the time to share your experience with us.
We are happy to hear that our brand ambassador Amira was able to assist you efficiently and keep you updated throughout the process.
Providing attentive support and ensuring a smooth ordering experience is very important to us, and we’re so pleased your questions were answered quickly.
We truly appreciate your kind words and look forward to assisting you again soon.
Your Carolina Herrera Team
Afful F.
Afful F.. Is very efficient he helped me with a missing package and keep me updated every step..
26 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Veronica,
Thank you for taking the time to share your experience with us.
We are happy to hear that our brand ambassador Afful F was able to assist you efficiently with your missing package and provide clear updates throughout the process. We understand how important it is to stay informed, and we’re pleased that his support and communication helped make the situation easier for you.
Your kind words mean a great deal to us, and we will be sure to share your feedback with Afful and the wider team.
Thank you again for choosing Carolina Herrera, and we look forward to assisting you again in the future!
Your Carolina Herrera Team
Customer advisor Karolina P quickly and…
Customer advisor Karolina P quickly and accurately provided me with information and advice on which perfumes to use as a replacement for VIP Party Fever. Thank you very much.
12 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Joanna,
Thank you for your kind words. We are thrilled to hear that our brand ambassador Karolina was 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 her.
We look forward to welcoming you back to Carolina Herrera soon and providing you with an equally excellent experience in the future.
Your Carolina Herrera Team
Carolina Herrera, excellent customer service
I received an immediate response from the representative. She was able to answer my questions.
11 May 2026
Unprompted review
Reply from Carolina Herrera
Dearest Customer,
Thank you for your kind words! We are thrilled to hear that you received immediate assistance and that everything went smoothly.
Your feedback is greatly appreciated. We look forward to helping you again in the future!
Your Carolina Herrera Customer Team
Very swift response rate
Very swift response rate
Encouraging support, good communication.
7 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Stephen,
Thank you for your kind words! We are thrilled to hear that you received immediate assistance and that everything went smoothly. Your feedback is greatly appreciated.
We look forward to helping you again in the future!
Your Carolina Herrera Team
Excellent service
I ordered a size too small and reached out for assistance on on an exchange. Sara A was very prompt in responding and very helpful. I'm awaiting the next size now!
6 May 2026
Unprompted review
Reply from Carolina Herrera
Dear Laurie,
Thank you for taking the time to share your experience with us.
We are delighted to hear that our brand ambassador Sara was able to assist you promptly and provide helpful support with your exchange request. Ensuring a smooth and pleasant experience for our customers is very important to us.
We hope your new size arrives soon and that you will love it.
Your Carolina Herrera Team
Fantastic and very responsive customer…
Fantastic and very responsive customer service very kind and helpful. I felt like they really wanted to accommodate my needs that accompanied with fantastic products. I am a Carolina Herrera customer for life. Abir was amazing.
20 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Celeste,
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 Abir's service, and we would like to thank you for taking the time to tell us about your satisfaction.
We are glad that everything was sorted and that you enjoy our products. We hope to welcome you back soon!
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
Amira was a very kind and lovely person…
Amira was a very kind and lovely person to me. She helped me solve my problem immediately. The best customer service ever! I wish all customer service was like her🌸💖
27 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Vanessa,
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 regarding Amira's service, 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. We hope to welcome you back soon!
Our team wishes you a great week!
Kind regards,
Your Carolina Herrera Team
Customer service agent Abir was polite, patient and helpful
Customer service agent Abir was very helpful which made the process so much better.
27 April 2026
Unprompted review
Reply from Carolina Herrera
Dear JoJo,
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 regarding Abir's service, 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. We hope to welcome you back soon!
Our team wishes you a great weekend!
Kind regards,
Your Carolina Herrera Team
I had a very positive experience with Carolina Herrera’s customer service
I had a very positive experience with Carolina Herrera’s customer service.
I contacted them to ask whether a specific product had been discontinued.
Daisy S was incredibly helpful throughout the process. She was very kind and provided clear information.
Thank you for the excellent service.
28 April 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 regarding Daisy's service, 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. We hope to welcome you back soon!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
Abir the best customer service representative.
First of all i want to say a very big thank you to Abir a customer service representative. Abir is such s sweet person.
I had an issue with a wrong delivery address spoke to 4 representatives who were reluctant to help. I lost hope and thought i wouldnt get my package anymore. Then for the last time i tried and Abir was there. From the moment she picked up the call till the day the package was delivered she has been of great help. She helped changed the address kept updating me on the status of delivery through emails and finally i got the package today.
Out of frustration in the begining i promised not to buy again from CH but Abir made me feel better and i will continue to buy for Carolina Herrera
Her customer service is top notch. Thank you once again Abir you made me happy.
22 April 2026
Unprompted review
Reply from Carolina Herrera
Hi Elizabeth,
Thank you for your lovely feedback.
We are sorry to hear about the initial difficulties you faced, but we are very happy that our brand ambassador Abir was able to turn things around for you.
Your kind words mean a lot, and we will be sure to share your feedback with Abir. She will be happy to know she made such a positive difference. Providing caring, attentive, and proactive support is exactly what we strive for, and it’s wonderful to see this reflected in your experience.
We hope that you will continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
Josiane K In customer service was…
Josiane K In customer service was polite and kept me informed until she had a resolution for my short shipped online order. In the end she had both missing items reshipped.
23 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Ana,
Thank you for your wonderful feedback!
We are delighted to hear that our brand ambassador Josiane was able to provide such outstanding support and that you are happy with the outcome.
Our team always strives to make every customer interaction smooth and positive, and it’s fantastic to know that Josiane made a real difference.
We will be sure to pass along your kind words to her.
Thank you again for taking the time to share your experience, and we can’t wait to assist you again in the future!
Your Carolina Herrera Team
Very disappointing experience
Update: I am still waiting for a proper resolution.
After my original complaint, I provided the requested photos and information and fully cooperated with a senior position there. However, I keep receiving repeated responses saying they are waiting for their Quality team, without any clear outcome.
The outer parcel was sealed, but the perfume bottles inside were leaked / empty. This issue was reported promptly, yet the matter continues to be delayed due to their internal process.
I have now also had to involve Klarna because I am concerned about how long this is taking and whether my refund rights will be affected.
Very disappointing handling of a straightforward complaint.
Very disappointing experience. I made an order from CH in Germany, I received a sealed package, but the perfume bottles inside were empty/leaking and visibly stained. Instead of resolving the issue quickly, customer service kept asking for more proof without taking real responsibility. This is not the service I would expect from a luxury brand like Carolina Herrera. I hope this complaint is finally taken seriously and resolved with a refund or replacement. I even offered a return to the full package with no reply at all. I feel really disappointed.
20 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Niveen,
Thank you for sharing your feedback with us at Carolina Herrera.
We are sincerely sorry to hear about your recent experience and understand your frustrations.
One of the members from our Consumer Care Senior Resolution Advisor has now reached out to you directly to try and reolve this for you and offer a suitable resolution on this occasion.
We truly value your feedback and custom and appreciate the opportunity to rebuild your confidence in Carolina Herrera
Thank you for your understanding!
Your Carolina Herrera Team.
I had amazing assistance with an order…
I had amazing assistance with an order I had placed at Carolina Herrera. The agent Amanda. R had great communication and helped me resolve my issue quick. I am very pleased and will be shopping at this company more, now knowing how great the customer service is here
21 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Aurora,
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 Amanda's service, and we would like to thank you for taking the time to tell us about your satisfaction. We are glad that everything was solved and we hope to welcome you back soon!
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
Thank you
Although I was disappointed that I didn't get my order, I was very happy with the way that Kimberly H, (the person who helped me), gave me the opportunity to have a replacement or refund.
17 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Laura,
It is with great pleasure that we have read your wonderful feedback about the service you have received from our Kimberly.
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
Reply from Carolina Herrera
Dear Candice,
It is with great pleasure that we have read your wonderful feedback about the service you have received.
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
Employee Mariangela F
Mariangela F provided me with exceptional customer service and support. She was friendly, polite and professional. My issue was resolved quickly and efficiently. The follow up via email was appreciated.
I was extremely impressed by this interaction.
13 April 2026
Unprompted review
Reply from Carolina Herrera
Dear Beatrice,
It is with great pleasure that we have read your wonderful feedback about the service you have received from our Mariangela.
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
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