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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
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
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.