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
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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 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 th... 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
710 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Daisy S has been a god send in helping…
Daisy S has been a god send in helping me with my order which arrived safely after a mistake that I made.
September 13, 2024
Unprompted review
Reply from Carolina Herrera
Dear Michelle,
Thank you for taking the time to share your recent experience with us.
Your feedback is extremely valuable to us, and we are really happy to hear that Daisy was able to assist you promptly with your order. We are glad it has all been sorted for you.
We will make sure to share your comments with her.
We always strive to make sure that every customer receives the attention and support they deserve, and your kind words reinforce our dedication to delivering the most enjoyable shopping experience for our customers.
Thank you again and we look forward to welcoming you again soon.
Your Carolina Herrera Team
I recently went through a terrible…
I recently went through a terrible experience with the delivery company and Nerissa at Crolina Herrera helped me out. She was really an angel throughout this whole experience and was able to process a replacement. If I could rate her anything more than 5 starts I would! Extremely grateful for her assistance!
August 30, 2024
Unprompted review
Reply from Carolina Herrera
Dear Karelly,
Thank you so much for your feedback.
We're thrilled to hear that our brand ambassador Nerissa provided you with exceptional service and resolved your issue swiftly. We will make sure to share your feedback with her.
Our aim is always to ensure that our customers have a seamless experience, and we're delighted to know that we could meet your expectations.
If you ever need assistance in the future, don't hesitate to reach out. We're here to help.
Your Carolina Herrera Team
Amazing products and service!!
Omg!! I love Carolina Herrera products! The lipsticks are long lasting, and I love that I can customise them. The attention to detail and presentation is outstanding and I got a selection of free samples and a miniature of my choice giving it that extra personalised service you don't get everywhere.
There was an issue with delivery (couriers fault!) and the courier company were less than helpful!! I contacted Carolina Herrera as I was so unhappy with the experience with the courier. Maria MV was amazing, I didn't get made to feel like I was making a fuss over nothing, she went to great lengths to investigate what had happened and kept me updated and ensured I got my order. Carolina Herrera also sent me a free miniature of my choice as compensation even though it wasn't their fault. Super products and service, I will always buy direct from Carolina Herrera in future!
August 17, 2024
Reply from Carolina Herrera
Dear Emily,
Thank you very much for taking the time to leave us such fantastic feedback!
We are beyond delighted to read that you have appreciated the incredible and valuable help you received from Maria MV, who managed to sort out the issue that you unfortunately had with your order. We are glad that everything got solved for you!
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
I placed an order for a perfume set and…
I placed an order for a perfume set and got the order delivered with the cologne leaking everywhere in the box basically when I received the perfume the bottle was empty from leaking and now company doesn’t want to give me refund I’m waiting for 2 weeks already for refund and still no answer
August 12, 2024
Unprompted review
Reply from Carolina Herrera
Dear Rodrigo,
Thank you for sharing your experience with us.
We strive to provide a level of high quality in all aspects and we regret your experience with us didn't meet your expectations.
We are sorry to learn about your experience and appreciate you bringing this matter to our attention.
Please accept our sincerest apologies for the inconvenience and disappointment this might have caused.
We have reached out to you directly in order to resolve the matter for you.
Your Carolina Herrera Team
Great customer service/Great product
Carolina Herrera has been my 5 star go to shop for my wife since living in Dubai in 2013. The products are top notch, purses, shoulder bags, clothes and shoes my absolute favorite with classy stores, great products and always the attention to detail from wrapping to packing everything even the bag screams 5 star bright red I always feel proud to buy from this store as it will always be enjoyed by my wife who loves the place, lastly the true customer service, yes it actually still exists with Carolina Herrera, I just days ago purchased many beauty items and made every one of them with special bracelets and cool charring cases etc. they were so cool, but just one came broken although packed properly and wasn't sure why, but talking with Partick B it was handled courteously and quickly returned, a new one sent out to me that's old school and Pattrick thank you as a guy (65) I look at reviews to gauge if there is an issue will they help, you my friend did and thank you problem solved this is what I expect from a 5 star store always!!!!!
August 19, 2024
Unprompted review
Reply from Carolina Herrera
Dear Thomas,
Thank you for taking the time to share your experience with us.
At Carolina Herrera, we always strive to provide a level of high quality in all aspects and we are happy to hear that we met your expectations. Giving our customers the best possible support is our priority and your kind words motivates us to continue on this path. We will make sure to share your feedback with Patrick.
Thank you again for your trust in our brand. We look forward to serving you again soon.
Your Carolina Herrera Team
Quick response
August 14, 2024
Unprompted review
Reply from Carolina Herrera
Dear Ericka,
Thank you very much for taking the time to leave us such nice feedback regarding your experience with our Carolina Herrera consumer service team!
We are beyond thrilled to hear that you received an amazing service from our team and that the replies were prompt!
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
The person who contacted me was very…
The person who contacted me was very polite and patient. provided me with everything i needed and answered everything and made it clear to me, i would like to thank her a lot! she made it easier for me & i am excited now to buy anything grom CH because of her! big love to her
August 8, 2024
Unprompted review
Reply from Carolina Herrera
Dear Lee,
Thank you for taking the time to share your experience with us. Our primary goal is to ensure that your online experience with Carolina Herrera not only meets but exceeds your expectations. It is with great pleasure that we read your positive feedback, and we are truly grateful that you took the time to express your satisfaction.
We are delighted that our team member could assist you so effectively and that your interaction with us has left you excited about future purchases. Your compliments reinforce us in our daily effort to offer the best to our consumers.
Kind regards,
Your Carolina Herrera Team
I recently had an issue with a melted…
I recently had an issue with a melted candle from Carolina Herrera and had the pleasure of working with Ms. Sylvie from their Consumer Service team. From the beginning, Ms. Sylvie was understanding, patient, and very responsive. She handled my situation with great care and professionalism, ensuring a smooth and satisfactory resolution.
Despite the complications, she provided clear instructions and followed up diligently, making the entire process stress-free. Her prompt assistance and kindness truly stood out. I am grateful for her exceptional customer service and highly recommend her support.
Thank you, Ms. Sylvie, for your outstanding service!
July 15, 2024
Unprompted review
Reply from Carolina Herrera
Good afternoon,
Thank you for taking the time to give us this amazing review.
We are delighted to hear that Sylvie was able to turn around your experience with an smooth and satisfactory resolution.
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 again.
On behalf of Carolina Herrera, we wish you a lovely day.
Kind regards,
Your Carolina Herrera Team
Where are my money Carolina Herrera
Where are my money Carolina Herrera. Don't buy from ch online. They are scammers. They don't refund money and don't respond to messages.
August 7, 2024
Unprompted review
Reply from Carolina Herrera
Dear Maciej,
Thank you for taking the time to provide this review.
I regret to inform that we have been unable to locate your message regarding your refund.
We kindly ask you to email us at contact@carolinaherrera.com with all your details and mentioning this review. One of the members from our Consumer Service Team will be happy to assist you.
We look forward to hearing from you.
Kind regards,
Your Carolina Herrera Team.
Fragrance
The customer service I received from Bintou was exceptional. She went above and beyond to help.
August 6, 2024
Unprompted review
Reply from Carolina Herrera
Dear Caroline,
Thank you for your lovely review. We are happy to hear that our brand ambassador Bintou went above and beyond offering you an exceptional service to help you with your query.
Giving our customers the best possible support is our priority and your kind words motivate us to continue on this path. We will make sure to share your feedback with Bintou. We are sure she will be thrilled to read your review.
Thank you again for your trust on our brand. We look forward to serving you again soon.
Best Regards,
Your Carolina Herrera Team
Silvia G.( customer care rep.)…
Silvia G.( customer care rep.) responded swiftly to issues I was struggling with regarding my order. Immediately, it was resolved. This is just the beginning!
I got my order. 212 NYC Men and the deodorant, and it happened to be the highest quality I have ever experienced!
The delivery was very fast too😍😍😍😍😍.
July 29, 2024
Unprompted review
Reply from Carolina Herrera
Dear Obijeme,
Thank you for taking the time to share such a nice review regarding your experience with our Carolina Herrera consumer service team!
We are thrilled to hear that you are satisfied with your 212 NYC Men and Silvia's assistance. We will make sure to share your feedback with her.
Our team constantly strives to offer our customers the most pleasant experience!
We hope to welcome you again, very soon.
Your Carolina Herrera Team
I have purchased multiple products from…
I have purchased multiple products from CH Carolina Herrera, and when it comes to warranty for their expensive products they don’t honor customers requests indicating its wear and tear, when I have clearly shown the quality of the purse is bad as color is coming off.(3000 purse ) I don’t recommend their products. Think twice before investing your money in their beautiful products, is not worth it.
July 31, 2024
Unprompted review
Reply from Carolina Herrera
Dear Casperin,
Thank you for sharing your feedback about your CH Carolina Herrera product.
We would recommend contacting the CH Carolina Herrera customer service for assistance. You can reach out to them via email at customers@chcarolinaherrera.com.
Your Carolina Herrera Team
Reply from Carolina Herrera
Dear MI,
Thank you for taking the time to share your feedback with us.
We are happy to hear that you find our Customer Service excellent. Our main goal is to provide an exceptional service to all our customers and comments like yours make us really proud.
Thank you again for your trust and we look forward to serving you again in the future.
Your Carolina Herrera Team
Absolutely terrible experience
I have purchased pair of shoes in UAE online store on 27 of June .When i received my order size didn't fit me ,so i requested return right away. Up until today i haven't received my money! Every time i call them and follow up they come up with ridiculous excuses . On
website it says that refund takes 14 days .Seems like its a lie. Would never expect such experience from this brand. Extremely disappointed.
June 27, 2024
Unprompted review
Reply from Carolina Herrera
Dear Daria,
Thank you for sharing your experience about your CH Carolina Herrera return . We sincerely apologize for any inconvenience caused with your recent purchase.
To solve your issue promptly, we do recommend contacting the CH Carolina Herrera team. You can reach out to them via email at customers@chcarolinaherrera.com.
Your Carolina Herrera Team
Great customer support
Christine B, I appreciate your timely response on issue solution. You’ve promised me to keep me updated asap and that you did. I didn’t need to keep calling because you forgot about me, so for that I’m grateful that you’ve kept your promises. THANK YOU for all you’ve done!!!
July 2, 2024
Unprompted review
Reply from Carolina Herrera
Dear Adjelay,
Thank you for taking the time to share your nice feedback with us.
We are beyond thrilled to hear that you received an amazing service from Christine and that she kept you posted at all times. We will make sure to share your wonderful feedback with Christine.
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
AWESOME
The overall experience was smooth from start to finish. Ulises G. made the process really easy as well & for that I’m super thankful.
June 6, 2024
Unprompted review
Reply from Carolina Herrera
Dear Chris,
Thank you for taking the time to share your positive experience with Carolina Herrera on Trustpilot.
We are really happy to hear that your experience with us was a smooth one.
We are sure that our brand ambassador Ulises will be pleased to know that his efforts made the process easy for you.
Carolina Herrera takes pride in our brand ambassadors' dedication to providing excellent service and your feedback is greatly appreciated.
Thank you again for your trust and we look forward to serving you again in the future.
Your Carolina Herrera Team
Lack of quality control
Went to the Boca Raton store and purchased a handbag for my girlfriend. The color she liked was not in stock, so the salesperson ordered to be shipped to the house. The wrong size bag was shipped. I returned to the Coral Gables store and the salesperson there ordered the correct bag, again to be shipped to my house. Bag arrived and when opening the box, it had none of the protective plastic and paper and the straps were just tossed in the handbag with no protection. Clearly a return from another customer that was reshipped. This bag also had what appeared to be scratches on the back. Unacceptable quality control for a 2000.00 handbag.
Wasted more time and returned via UPS and am awaiting a refund.
The salesperson in Coral Gables wanted to order yet another bag which I refused and countered with the suggestion that she order the bag without charging me to be shipped to her store and upon inspection, I will purchase. She declined which was a clear indication that they don't even trust that the bag will be problem free. That action said it all about this brand. Never again.
June 4, 2024
Unprompted review
Reply from Carolina Herrera
Dear Anthony,
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience caused with your recent handbag purchase.
Kindly know that since your purchase involves a CH Carolina Herrera product, our team is unable to assist you further as we do not handle issues related to CH Carolina Herrera.
To solve your issue promptly, we do recommend contacting the CH Carolina Herrera team directly. You can reach out to them via email at customers@chcarolinaherrera.com. They will be happy to assist you.
Thank you for understanding!
Your Carolina Herrera Team
Will always buy directly from CH now
This is the first time I purchase perfume directly from a beauty brand and what a great experience! I have found websites that sell the same products at cheaper price, but not a huge difference. The customer service and the package that the products came in of, totally out weight the saving. The price is actually not bad and with the purchase, I got to choose 3 perfume and 1 make up samples. Even better. I had question on delivery, spoke to Josiane K, who was so helpful and gave good tips on how to make the most out of their website. As a result, I joined as a member too. In less than 48 hours my order arrived, in solid package and their beautiful gift box. Love it and obsess with the free samples, especially the mini lipstick! Gorgeous!
May 22, 2024
Unprompted review
Reply from Carolina Herrera
Dear Eva,
Thank you for taking the time to provide this fantastic review.
We are excited to hear that you loved our products and the service provided by Josiane. Your compliments reinforce us in our daily effort to offer the best to our customers. We are also really happy to hear that you joined the Carolina Herrera family.
We will share this review with our Consumer Service Team and specially with Josiane.
Should you require assistance with any of your future purchases, our Consumer Service Team will be happy to assist you.
Thank you once again for choosing Carolina Herrera.
Kind regards,
Your Carolina Herrera Team.
It's my first order with Carolina…
It's my first order with Carolina Herrera and The customer service associate Luanna C was a great example of a customer service communicating with the customer and solving his concern !
May 15, 2024
Unprompted review
Reply from Carolina Herrera
Dear Sally,
Thank you for taking the time to share your nice feedback with us.
We are thrilled to hear that you received an amazing service from Luanna. We will make sure to share your feedback with Luanna.
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
Reply from Carolina Herrera
Dear Lauren,
Thank you for your great feedback.
We're delighted to hear that you are satisfied with our service. Our main objective is to provide an exceptional customer service and 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.
Your compliments reinforce us in our daily effort to offer the best to our customers.
We look forward to welcoming you again.
Your Carolina Herrera Team
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