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.
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.
Above and beyond
Sheila F was super helpful. She answered all of my questions and concerns promptly and was friendly. I appreciate her help!
17 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Ande,
Thank you for your wonderful feedback. We are happy to hear that our brand ambassador Sheila provided you with a prompt and a friendly assistance. At Carolina Herrera, we strive to offer the best service, and knowing that Sheila made your experience a positive one means the world to us.
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
Great experience for a return Patrick…
Great experience for a return Patrick and Elly W were more than helpful, great help great company !
14 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Lorise,
Thank you so much for your wonderful feedback!
We're delighted to hear that Patrick and Elly W made your return experience smooth and enjoyable. We’ll be sure to share your kind words with them.
If you ever need anything, don’t hesitate to reach out, we’re always happy to help.
Looking forward to assisting you again soon!
Kind regards,
Your Carolina Herrera Team
I ORDERED A FAKE BOTTLE OF CAROLINA HERRERA 212 FROM CH OFFICIAL WEBSITE
I PURCHASED A COUNTERFEIT BOTTLE OF CAROLINA HERRERA 212 FROM CAROLINA HERRERA'S WEBSITE!!! I first purchased CH 212 from CH’s website and I received the wrong bottle of perfume. I immediately notified CH customer service and returned the package as instructed. It took me 2 months, and a lot of phones calls and conversations with CH customer service (which by the way is great and were helpful) to finally receive the Carolina Herrera 212 that I ordered.
To my surprise, the perfume is a fake! Carolina Herrera sold me a counterfeit bottle of her cologne. If they’re selling counterfeit cologne, what else counterfeit and fake are they selling. I’ve used the perfume 3 times and my first red flag was that it doesn’t last. After wearing the “fake” cologne for a short while, it had an awful odor, like cheap perfume that you buy on the streets. I should have known something was wrong after I opened the box. The box was not the normal CH beautiful boxing. It looked as if someone had walked on the inserts, didn’t put it together, through a bottle of fake cologne in and mailed it to me. The bottles does not have Carolina Herrera written on them and the tube that the bottles attached to is a cheap knockoff plastic. I WANT MY MONEY BACK OR A REAL BOTTLE OF CH212.
SHAME ON YOU FOR TREATING YOUR CUSTOMERS THIS WAY.
I AM GOING TO REPORT THIS TO THE BETTER BUSINESS BUREAU IN LOWER NAZARETH, PA, THE DISTRIBUTION CENTER THAT SENT ME THE COUNTERFEIT COLOGNE.
Stop removing bad reviews!!!!!!
24 January 2025
Unprompted review
Reply from Carolina Herrera
Dear C,
We sincerely regret to hear about your experience. We assure you that all products sold through our official Carolina Herrera website are 100% authentic and meet our highest quality standards.
We can see that a new contact has been made and that this matter is currently in progress. We hope the situation is resolved as soon as possible.
Kind regards,
Your Carolina Herrera Team
Website Order Challenge
After several days of navigating the CH website and attempting to place an order only to be kicked out numerous times, I gave up and called customer service. Stefania R. is a lifesaver! She was extremely friendly, helpful, patient and knowledgeable and succeeded in assisting me in placing my order.
Fantastic Customer Service!
29 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Michelle,
Our main objective is to provide an online experience that exceeds your expectations. 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 Stefania's service.
Your compliments reinforce us in our daily effort to offer the best to our customers.
Kind regards,
Your Carolina Herrera Team
Valeria A was great!
Valeria A was great! The website was bugging when trying to add a mini gift to my cart and wasnt included in the order. I messaged trying to see if they can add it to the order before it shipped but it had shipped in the meantime. I told her its no big deal don't worry about it but she went ahead and sent it anyways. Its refreshing to have customer service like that. Its what keeps me loyal. Not everyone is like that trust me! I own just about every designer fragrance and i always find myself reaching for CH! Thanks again Valeria A!
22 January 2025
Unprompted review
Reply from Carolina Herrera
Dear,
Thank you so much for sharing your experience with Carolina Herrera!
We are thrilled that Valeria A. provided you with such excellent service. We always aim to go the extra mile for our customers, and it’s great to know it made a difference for you. We will make sure to pass along your kind words to her.
We’re so glad you continue to enjoy Carolina Herrera fragrances.
If you ever need anything in the future, don’t hesitate to let us know. We’ll be here for you!
Thank you for choosing Carolina Herrera.
Your Carolina Herrera Team
Nicoletta was fab
Nicoletta was fab. She had the patience of a saint and is to be commended. She solved the problem with my order which had been ongoing for over 3 days. We finally got it moving and I am once again a happy customer! Kudos to you Nicoletta!
22 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Judi,
Thank you for sharing your experience with us.
We always strive to go the extra mile for our customers, and we are thrilled to see that Nicolleta did just that. We're also happy to hear that your issues have been resolved and that you're satisfied again. We will pass on your kind feedback to her, and she will be pleased to hear it.
Please don’t hesitate to reach out if you need any further assistance.
Thank you for choosing Carolina Herrera.
Kind regards,
Your Carolina Herrera Team
Good resolution!
I had my parcel delivered by DPD to the wrong house. Alexandra D was most helpful at CH & was going to send a replacement but happily, after posting the DPD photo of the gate on Facebook, the owner recognised it and I have recovered it. One less thing for Alexandra to have to do.. love your anti perspirant!
17 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Hilary,
Thank you for taking the time to share your nice feedback with us.
We were sorry to learn that your parcel was delivered to the wrong house. However, we are thrilled to hear that you receive a helpful service from Alexandra D. We will make sure to share your feedback with Alexandra and our Consumer Service Team.
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
Quick Resolution
I received a broken bottle in my order and the issue was quickly addressed and resolved.
10 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Macy Oliphant-Shifflett,
Thank you very much for taking the time of posting this comment.
We were sorry to hear that you received a broken bottle. However, we are proud to see that this issue was quickly addressed and resolved. Our entire team is committed to support all our valuable customers in every way, and provide them with the assistance they need, as promptly as possible.
If you have any questions or require further information, please do not hesitate to our Consumer Service Team again.
We hope to see you very soon at Carolina Herrera again!
Kind regards,
Your Carolina Herrera Team
Worst customer service I ever received
Worst customer service I ever received. Got an defected bottle from a shop that claims authorisation. Herrera says it’s not their problem and moves on. Really garbage handling of the situation as it is right now. Company also doesn’t care that they claim authorisation. Other company claimed authenticity with correct pappers also imposible for me to know if they have proper authorisation orbkot
Problem is also that company still claims your authorisation even after contacting Them multiple Times they still say they are authorised.
8 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Jonathan,
Thank you for taking the time to share your experience with us.
We sincerely apologize for the experience you've described. We strive to ensure all our customers receive the best service possible and regret that this was not your experience.
Please note that our authorized retailers are carefully selected to maintain the quality and integrity of our products. However, if a retailer claims authorization without being part of our network, we strongly advise reaching out to them for clarification, as we cannot guarantee their processes or resolve issues on their behalf.
One of our brand ambassadors has already responded to your concern to provide further clarity.
If you have any additional questions or need further assistance, please don't hesitate to contact us again.
Your Carolina Herrera Team
Exceptional Customer Service
Hi Carolina Herrera Team,
I wanted to share my experience with your customer service. I was having some trouble with the checkout process and reached out for help. Madeleine assisted me, and I really appreciated how clear and patient she was throughout. She guided me step by step and made sure I understood what to do, which made the process so much easier.
Thanks to her, I was able to complete my purchase without further issues. It really stood out to me how professional and kind she was, and it made my experience with Carolina Herrera a positive one.
Please let Madeleine know her help was appreciated!
Best regards,
29 December 2024
Unprompted review
Reply from Carolina Herrera
Good morning,
Thank you for taking the time to share your recent experience with us.
We are thrilled to hear that our brand ambassador Madeleine provided you with an exceptional service.
We’re delighted to know that she made a positive difference in your shopping experience. We will be sure to share your kind words with her.
Thank you for choosing Carolina Herrera. We look forward to serving you again soon.
Your Carolina Herrera Team
Service Experienced
I express my gratitude to Chloe C and ... colleague Nicoletta who provided me with assistance. I encountered difficulties accessing my account, however, they promptly and patiently resolved the issue. I am truly thankful for their valuable help. Your exceptional work is highly appreciated. 😊
19 December 2024
Unprompted review
Reply from Carolina Herrera
Dear Ashley,
Thank you for sharing your experience with us!
We’re delighted to hear that Nicoletta and Chloe patiently resolved your situation. It’s wonderful to know they made your shopping experience so positive. We’ll make sure to pass along your kind words to them.
Thanks again for choosing Carolina Herrera. We hope you love your order and look forward to assisting you again soon!
Your Carolina Herrera Team
Customer Service - Daisy S.
Excellent service!
The order I requested arrived exactly as it was and in very nice packaging!
Thank you very much Daisy S.
16 December 2024
Unprompted review
Reply from Carolina Herrera
Dear Alexis,
Thank you so much for your feedback.
We are delighted to hear that our brand ambassador, Daisy, provided you with exceptional service and that you appreciated the packaging.
Thank you once again for your trust and kind words. We look forward to serving you again soon!
Your Carolina Herrera Team.
Amazing customer support!
Nicoletta was very thoughtful and professional over the phone with me. She never sounded rushed and was very calm as she helped me with my questions. I felt so reassured by Nicoletta and her response to my questions, there wasn't a doubt in my mind that my issues would be taken care of promptly!
9 December 2024
Unprompted review
Reply from Carolina Herrera
Dear Mangotitan,
Thank you for taking the time to share your recent experience with us.
We are delighted to hear that our brand ambassador Nicoletta was very helpful and made you feel confident during your interaction.
We will be sure to share your experience with our Consumer Service Team, especially with Nicoletta, who will be thrilled to hear your feedback.
Thank you again for choosing Carolina Herrera. We hope you enjoy your order and look forward to serving you again soon.
Kind Regards,
Your Carolina Herrera Team.
Angela L was very quick to reply and…
Angela L was very quick to reply and help sort out the mess my delivery guy did. Not bad.
6 December 2024
Unprompted review
Reply from Carolina Herrera
Hello,
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 and the personal mentioning of Angela. She will be delighted to read your comments.
Your compliments reinforce us in our daily effort to offer the best to our customers.
Kind Regards,
Your Carolina Herrera Team
I had an issue with ordering the wrong size ordered
I had an issue with ordering the wrong size and Chloe was so professional and helpful throughout the process from delivery to return guidance and responding emails quickly. I appreciate the customer service.
15 November 2024
Unprompted review
Reply from Carolina Herrera
Dear Maria,
Thank you for taking the time to share your recent experience with us. We are thrilled to hear that our brand ambassador Chloe provided you with an exceptional service.
We’re delighted to know that Chloe made a positive difference in your shopping experience. We will be sure to share your kind words with her.
Thank you for choosing Carolina Herrera. We look forward to serving you again soon.
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.