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
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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.
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.
January 8, 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,
December 29, 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. 😊
December 19, 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.
December 16, 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!
December 9, 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.
December 6, 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.
November 15, 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
Reply from Carolina Herrera
Dear Yamilet,
We're delighted to hear that our brand ambassador was able to assist you so effectively with your Carolina Herrera order.
At Carolina Herrera, we strive to provide a seamless and enjoyable experience for all our customers, and we are thrilled that Teresa was able to offer prompt support.
Thank you once again for choosing Carolina Herrera. We look forward to serving you again soon.
Your Carolina Herrera Team.
Grace H was extremely helpful and…
Grace H was extremely helpful and responded to my emails in a timely manner. She helped me with an order and did an amazing job. Thanks!
November 29, 2024
Unprompted review
Reply from Carolina Herrera
Dear Erika,
Thank you for taking the time to tell us about your experience.
We were excited to read that Grace H was able to assist you and make your experience better. At Carolina Herrera we aim to get our consumers the best online experience possible. It is with great pleasure that we read that this was the occasion.
We will share your experience with our Consumer Service Team and, specially, with Grace H, who will be really happy to hear from you.
Thank you again for taking the time to share your story.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera Team.
Excellent service .Well recommended.
Excellent service , next day delivery and lovely Christmas 🎅 boxed men’s Eula de toilette , I have used many times and well recommended !!
November 21, 2024
Unprompted review
Reply from Carolina Herrera
Dear Paradise,
Thank you so much for your feedback.
We are thrilled to hear that you had excellent service and hope you continue to enjoy your Carolina Herrara Eau de Toilette.
Thank you again and we look forward to welcoming you soon.
Your Carolina Herrera Team.
Teresa was very helpful
Teresa was very helpful. I will definitely do business again.
November 16, 2024
Unprompted review
Reply from Carolina Herrera
Dear Dennis,
It is with great pleasure that we have read your positive feedback and the specific mentioning of our Teresa, 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.
Kind regards,
Your Carolina Herrera Team
Chloe and Elly help me a lot!
Chloe C and Elly W help me a lot!
They were both very helpful and kind and always kept me updated about my package🥰
November 10, 2024
Unprompted review
Reply from Carolina Herrera
Dear Jade,
Thank you for taking the time to share your recent experience with us. We are thrilled to hear that our brand ambassadors, Elly and Chloe, went above and beyond to resolve your situation.
Keeping our consumers updated is very important to us, and we’re glad to know Elly and Chloe made a positive difference in your shopping experience. We will be sure to share your kind words with them.
Thank you again for choosing Carolina Herrera. We hope you enjoy your order and we look forward to serving you again soon.
Your Carolina Herrera Team
Gone the extra mile to help
Item was not received and the customer services mainly Nicoletta & Adrian were very helpful in following up the issue.
Nicoletta went the extra mile to follow up the non delivery situation. Very experienced customer services. Well done!
November 5, 2024
Unprompted review
Reply from Carolina Herrera
Dear Gloria Marin,
We are thrilled to hear that our brand ambassadors, Nicoletta and Adrian, went above and beyond to resolve your situation.
Our team is dedicated to providing exceptional service, ensuring that our customers receive the best experience possible.
Your feedback is incredibly valuable to us, and we will be sure to share your kind words with Nicoletta and Adrian.
Thank you once again for choosing Carolina Herrera. We hope you enjoy your order, and we look forward to serving you again soon!
Your Carolina Herrera Team.
Helpful
I had been trying to sign into the website and order to purchase the Advent calendar, so I reached out to the customer service of Carolina Herrera's site. Chloe C look into the issue and gave me suggestions that helped me to facilitate the order. Thank you!
October 25, 2024
Unprompted review
Reply from Carolina Herrera
Dear Tracy,
Thank you for taking the time to share your recent experience with us.
We are truly happy to hear that our brand ambassador Chloe was able to help you navigate our Carolina Herrera website and place your order for the Advent calendar. It is such a special item, and we are delighted you chose to purchase it with us.
At Carolina Herrera, we always do our best to ensure a seamless and enjoyable experience for every customer, so it’s wonderful to know that Chloe's suggestions helped facilitate your order.
Thank you again for choosing Carolina Herrera. We hope you enjoy your order and we look forward to serving you again soon.
Your Carolina Herrera Team
After a long process rep
After a long process rep. Chloe C was a true professional. A+++++++++
October 17, 2024
Unprompted review
Reply from Carolina Herrera
Dear Shai Haro,
Thank you for taking the time to share your positive feedback with us. We are happy to hear that our brand ambassador Chloe was able to provide you with the amazing service that Carolina Herrera is known for.
Kindly know that your sincere compliments encourage us to continue delivering an exceptional service to all our consumers.
Should you have any further questions or needs in the future, please don’t hesitate to reach out. We are always here to assist you and ensure that your future experiences with us are just as positive.
Thank you once again for your trust and kind words. We look forward to serving you again soon.
Your Carolina Herrera Team
Good girl supreme
I am thrilled with the conversation I had with Adrian Rocchetto today! I learned that Good Girl Supreme is here to stay! I was so nervous that it was going to be discontinued! Adrian made sure I had nothing to worry about! Good girl supreme will forever be my signature perfume!
October 15, 2024
Unprompted review
Reply from Carolina Herrera
Dear Christine,
Thank you for taking the time to share your recent experience with us.
We are thrilled to hear that you love our Good Girl Supreme as much as we do. Your feedback is extremely valuable to us, and we are really happy to hear that Adrian was able to assist you promptly with your query. We will make sure to share your comments with him.
Thank you again and we look forward to welcoming you soon.
Your Carolina Herrera Team
Thanks to Sylvie i was able to complete…
Thanks to Sylvie i was able to complete my purchase. My browser would’nt let me make my purchase. Thanks to her lovely help and guidance it bécame succesful.
September 26, 2024
Unprompted review
Reply from Carolina Herrera
Dear Erika,
Thank you very much for taking the time to leave us such a lovely feedback.
We are beyond delighted to read that you have appreciated the help you received from our brand ambassador Sylvie.
Our Team always strives to go above and beyond, to ensure our consumers 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 online.
Your Carolina Herrera Team
Amazing!!
I forgot to add on a code for a free gift but lovely Maria helped me be able to get it , the customer service is amazing! love their products and customer support!
September 23, 2024
Unprompted review
Reply from Carolina Herrera
Dear Katie,
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 help you received from Maria, who managed to sort out the Promo gift for you. We are glad that everything got solved and that you are a lover of our products.
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
Rapid response via email to my enquiry…
Rapid response via email to my enquiry and fast delivery. Cynthia G was very helpful regarding my query for promotional gifts which were sadly out of stock at the time of ordering. However new promotional gifts are available and Cynthia has kindly arranged to have them sent to me. Customer service above and beyond!
September 20, 2024
Unprompted review
Reply from Carolina Herrera
Dear Dan,
We would like to thank you for taking the time to share your feedback with us on Trustpilot.
We are happy to hear that you were pleased with our quick response to your enquiry and the fast delivery of your Carolina Herrera order.
We sincerely apologize about the unavailability of the promotional gifts. We are working hard to ensure sufficient stock and we hope to offer more exciting promotions in the future that you can enjoy.
Kindly know that the brand ambassador dealing with your case will be in touch with you soon.
Thank you again for choosing Carolina Herrera. We look forward to serving you again soon.
Your Carolina Herrera Team
Maria MV is a very nice professional…
Maria MV is a very nice professional member of Carolina staff was very understanding and let me express my concerns and issue she help me resolve I wanna say thank u so much for having a wonderful amazing person in your staff to attend value customer and future customers on their needs with purchases I’ve been a loyal customer since I was 15 and going on 42 and don’t regret to be loyal especially with amazing people like Maria working for company
August 12, 2024
Unprompted review
Reply from Carolina Herrera
Dear Mary,
Thank you for taking the time to share your positive experience with us.
We are happy to hear that you received an excellent and helpful service from Maria MV, we will share your feedback with her.
We are glad that we managed to solve the issues you were experiencing and that it all worked out!
It's such a joy to know that you have been a loyal customer for several years now.
We strive to provide not only quality products but also an exceptional overall shopping experience.
We look forward to serving you again in the future!
Your Carolina Herrera Team.
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