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
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 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
707 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.
Beauty
The customer care at Carolina herrera is outstanding. Starting from first time I sent an email when I had an issue with ordering my beauty products till it was resolved they followed up step-by-step and replied to me immediately and solved my problem. Cynthia was always replying to my emails and solved the problem for me, she was fast and efficient. The customer care team is very very professional.
July 14, 2025
Unprompted review
Reply from Carolina Herrera
Dear Roula,
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 Cynthia, 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 am pleasantly surprised by the patient and helpfulness of customer service
I am pleasantly surprised by the customer service. They were very patient and helped me find a solution quickly and efficiently. All recommendations.
July 14, 2025
Unprompted review
Reply from Carolina Herrera
Dear Renata,
It is with great pleasure that we have read your positive feedback about the service you have received.
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
Prompt response in addressing my…return
Prompt response in addressing my concerns.
Very professional.
July 1, 2025
Unprompted review
Reply from Carolina Herrera
Dear Alex,
Thank you so much for your lovely feedback and for taking the time to share your experience. We are happy to hear that you were pleased with the prompt and professional support you received from our brand ambassadors.
At Carolina Herrera, we always strive to provide exceptional service, and it is truly rewarding to know we met your expectations.
If there is anything else we can assist you with, please don’t hesitate to reach out to us again.
We look forward to welcoming you again.
Your Carolina Herrera Team
What a lovely and fast delivery…
What a lovely and fast delivery company!recieved order within two days with lots beautiful samples. Thank you
July 11, 2025
Unprompted review
Reply from Carolina Herrera
Dear Lucie,
Thank you so much for your feedback!
We're thrilled to hear that your order arrived promptly and that you enjoyed the beautiful samples. Providing a smooth and special experience is exactly what we aim for.
Your kind words motivate us in our daily efforts to offer the very best to our customers, and we look forward to welcoming you back to Carolina Herrera soon.
Wishing you a great day!
Your Carolina Herrera Team
Very helpful and I appreciate Bianca .l…
Very helpful and I appreciate Bianca L…she answer my question
July 2, 2025
Unprompted review
Reply from Carolina Herrera
Dear Ramona,
Thank you so much for your kind feedback!
We’re delighted to hear that Bianca L. was able to assist you and provide the support you needed. Your satisfaction is very important to us, and we truly appreciate you taking the time to share your experience.
Your compliments encourage us in our daily efforts to deliver the best to our customers, and we hope to welcome you back to Carolina Herrera soon.
Our team wishes you a wonderful day!
Your Carolina Herrera Team
The qualifying gift items are always…
The qualifying gift items are always out of stock, they should have a system in place to avoid this issue. Extremely disappointed as whenever try to make a purchase and try to add the free gift, it is always out of stock. Why can't they resolve this issue?
July 4, 2025
Unprompted review
Reply from Carolina Herrera
Dear Maria,
Thank you for sharing your experience with us.
We are truly sorry to hear about your recent experience and understand your frustration.
One of our main goals is to guarantee the satisfaction of our customers in addition to exceeding the quality of our products and services.
For this reason, we have forwarded your message to the corresponding department.
We truly value your feedback and appreciate the opportunity to make things right.
Thank you for your understanding!
Your Carolina Herrera Team
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.
July 1, 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
June 20, 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!
May 19, 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
June 11, 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
June 10, 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!
June 5, 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!
June 2, 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.
June 3, 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!
May 24, 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
May 19, 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.
May 5, 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!
May 12, 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 .
April 8, 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.
February 28, 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
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.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
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.