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 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
I had to contact customer service as the website glitched and removed a few of my perfume samples- it's a small issue but nonetheless, Afful F was extremely helpful in assisting me. They gave a swift... 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
751 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.
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
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.
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