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.
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.
10/10 Amazing customer service
Amazing customer service from Josiane; I ordered but didn’t add my promo code to the order. Customer service were super helpful and sent it out for me separately. Speedy and friendly replies :)
And of course the perfume is wonderful
15 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Jennifer,
Thank you for your lovely feedback.
We are delighted to hear that Josiane was able to assist you promptly and ensure your promotional item was sent. It’s wonderful to know that both the service and your perfume met your expectations.
We will share your kind words with Josiane, who will be happy to hear from you.
We hope to welcome you again at Carolina Herrera soon.
Kind regards,
Your Carolina Herrera team
Three orders mistake after mistake
Three orders, first order cancelled even though I was sent order confirmation.
Advised a week later when chasing my order to place it again, second order loved it but issues with free gift not arriving and wrong shade of foundation , third order part of my order the Beetle Ring totally missing. The order was received on 26th September only just received replacement, and still complimentary miniatures that were reordered are missing despite Ana asking me to confirm which miniatures I wanted, I was also told on Tuesday my replacement would take two weeks to arrive , and when I questioned this with Ana a Senior Manager she emailed back straightaway and said oh no actually it’s been delivered already today! There are serious warehouse issues with parcels being incorrect or incomplete and should not take almost 3 weeks to arrange a replacement for a missing item, I have since as the products are amazing ordered a lip liner and an eyeshadow from their line at Fenwick and it arrived with no issues. I asked for some compensation and that request was completely ignored by CH. Amazing products but don’t order direct on their website unless out of stock elsewhere too much aggro!
10 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Carmen,
Thank you for taking the time to share your feedback. We are truly sorry to hear about your recent experience.
Please be assured that we take your comments seriously and will be following up with you privately to make this right and ensure your concerns are properly addressed.
Thank you for your patience!
Your Carolina Herrera Team
Unfortunately I had to return an order…
Unfortunately I had to return an order which I NEVER do but it did not come with a returns label. Very quickly Chloe C arranged this so I was able to return it. Customer service 10/10.
7 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Joanna,
Thank you for taking the time to share your delight with us in this wonderful review. Chloe will be thrilled to read about your personal mention of her.
We all greatly appreciate your kind words 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
Spectacular Customer Service
I reached out to the customer service team after an item was not included in my order and it was by far the best customer service that I have ever received from a company. A special thank you to Grace H., Sana A., and Giulia for their respect, kindness, and quickness. They did not hesitate to resolve my issue and made my experience as a customer, one that made my love for the company grow. I will continue to repurchase their products and services, especially after how they handled my situation.
25 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Carolina,
Thank you for taking the time to share such a thoughtful review. We are happy to hear that your experience with our customer service team exceeded your expectations.
At Carolina Herrera, we pride ourselves on creating not only exceptional products but also meaningful experiences that reflect our commitment to respect, kindness, and care for each of our customers.
We are especially pleased to know that our brand ambassadors Grace, Sana, and Giulia were able to assist you so promptly and attentively. Your recognition of their efforts means so much to us, and we will be sure to share your kind words with them. It is our goal to ensure that every interaction leaves you feeling valued and appreciated, and it brings us great joy to know that we were able to achieve this for you.
We look forward to welcoming you back to Carolina Herrera
Your Carolina Herrera Team
Great customer service
I sent an email regarding my order and the customer service was great, I immediately received a reply.
24 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Jackie,
Thank you for taking the time to share your experience with us.
We are happy to hear that our customer service team was able to assist you so promptly and effectively. At Carolina Herrera, we strive to provide not only beautiful products but also attentive and seamless service that reflects the values of our brand.
It is wonderful to know that your email was answered immediately and that you felt well taken care of. Your feedback is truly appreciated, as it reinforces our commitment to ensuring that every interaction is handled with efficiency, care, and respect.
We look forward to welcoming you back to Carolina Herrera
Your Carolina Herrera Team
Thank you
Thank you, Sylvie.F You've been great 👍🏾 ordered on the 20th and package arrived on the 23rd. So in love with the packaging, etc 😍 just perfect. Bought in the UK.
25 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Joslyn,
Thank you very much for taking the time to leave us such lovely feedback!
We are beyond delighted to read that you have appreciated the help and service that you have received from Sylvie.
Our Team always strives to go above and beyond, to ensure our customers receive the best possible service they deserve.
If you need any further assistance or information, please do not hesitate to contact us and we will always be happy to help.
We look forward to welcoming you back to Carolina Herrera
Your Carolina Herrera Team
Amazing experience!
Great products and excellent customer service. Sylvia F was super helpful!
25 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Claudia,
Thank you very much for taking the time to leave us such lovely feedback!
We are beyond delighted to read that you have appreciated the help you received from Sylvie.
Our Team always strives to go above and beyond, to ensure our customers receive the best possible service they deserve.
If you need any further assistance or information, please do not hesitate to contact us and we will always be happy to help.
We look forward to welcoming you back to Carolina Herrera
Your Carolina Herrera Team
Anna O
Anna O. Was very helpful and patience with answering questions and guiding me thru the return process. While my purchase didn't work for me this time, I would not hesitate to purchase from Carolina Herrera in the future.
25 September 2025
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you for sharing your experience with us. We are truly pleased to hear that our brand ambassador Anna was able to support you with such patience and care throughout the return process.
At Carolina Herrera, we believe that exceptional service is just as important as the products we create, and it is wonderful to know that Anna made your experience smooth and reassuring, even though the item was not the right fit this time.
Your kind words mean a great deal to us, and we will be sure to share your appreciation with Anna.
We look forward to welcoming you back and to ensuring your next experience with us is as exceptional as you deserve.
Your Carolina Herrera Team
Prompt Response from Kimberly H!
The response time to my request for a return was very fast. Kimberly H. was very courteous and provided me a clear timeline for receipt of a FEDEX label.
17 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Lisa,
Thank you for your wonderful review! Our team works hard to meet your expectations, and it’s great to hear that Kimberley succeeded.
We sincerely can’t wait to welcome you back to Carolina Herrera and we wish you a lovely day!
Warmest wishes,
Your Carolina Herrera Team
Excellent service
Excellent service. I filed a complaint, and Miss Kimberly H. responded very quickly and resolved my issue. I'm delighted with my new perfume, “ la bomba” Carolina Herrera, the best.
16 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Margis,
Thank you for taking the time to share your positive experience with us. We’re so pleased to hear that Kimberley made a difference for you.
Your satisfaction is our top priority, and your review reaffirms the hard work we put in every day.
We hope that our fragrances will continue to bring you joy and we cannot wait to welcome you back to Carolina Herrera soon.
On behalf of Carolina Herrera, we wish you a lovely day!
Sincerely,
Your Carolina Herrera Team
My earings order never came
My earings order never came. I mailed my problem and they told me that de delivery man left the juwelery outside (!) my doorstep. So they are probebly stolen. It is a strange story and they told me that they are waiting for answers from the delivery organisation, but I still haven’t got my earings and it feels like it is now my problem that Carolina Herrera does business with such uncarefull deliverers. I gave it 2 starts and not 1 because they mail me about the process.
13 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Claire,
Thank you for contacting Carolina Herrera. We were sorry to learn about your earrings.
Your enquiry relates to our CH Carolina Herrera fashion division. Our team exclusively handles requests related to https://www.carolinaherrera.com/.
Below you will find the correct contact details for CH Carolina Herrera so that you can get in touch with the relevant team who will deal with your matter: customers@chcarolinaherrera.com. We are also sharing the Trustpilot link for this division: https://uk.trustpilot.com/review/chcarolinaherrera.com.
On behalf of Carolina Herrera, we wish you a pleasant day.
Kind regards,
Your Carolina Herrera Team.
An item was forgotten on my order and I…
An item was forgotten on my order and I reached out and Yukyin C. was extremely kind and helpful and rectified it IMMEDIATELY! The customer service was above and beyond.
13 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Vivienne,
Thank you very much for taking the time to leave us such very nice feedback regarding your experience with our Carolina Herrera consumer service team!
We are delighted to hear that everything was sorted for you and that have appreciated the help you have received from Yukyin, who helped you efficiently and ensured that you have had a brilliant experience!
If you need any further help or information, in the future, please do not hesitate to contact us.
We hope to welcome you again, very soon.
Your Carolina Herrera Team
Carolina Herrera missing purse not sent
Alexandre, Grace and Sebastian
Made the process of getting a replacement 'missing Not delivered' promotional purse bareable- Grace was in particular excellent thank you Grace. Grace took the time to explain the reasons behind all of Anna's request for eveidence which was just too much for me but we got there in the end. Thank you to all I look forward to receiving the 212 purse.
9 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Marrion,
Thank you very much for taking the time to leave us such very nice feedback regarding your experience with our Carolina Herrera consumer service team!
We are delighted to hear that you have appreciated the help you have received from Alexandre, Grace and Sebastian. We will pass your lovely feedback to them!
We are glad that everything got sorted for you and we hope you enjoy your 212 purse.
If you need any further help or information, in the future, please do not hesitate to contact us.
We hope to welcome you again, very soon.
Your Carolina Herrera Team
First time order the delivery was fast…
First time order the delivery was fast the packaging looks really nice it’s like a gift box you can tell they care about customers,and you get samples too so you can try before buying perfume ,the best place to buy parfum you won’t be disappointed here 10 of 10 !
6 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Donata,
Thank you for taking the time to share your appreciation with this wonderful review, we truly hope you enjoy your purchase with us.
We value your kind words and hope to continue providing an online experience that consistently exceeds your expectations.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Sincerely,
Your Carolina Herrera Team
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