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
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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 wanted to share positive feedback about Bruna from your Consumer Services team. She handled my misdelivered package issue with patience, clarity, and great follow-through. She proactively provided t... 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
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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
732 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.
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!
25 October 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+++++++++
17 October 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!
15 October 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.
26 September 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!
23 September 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!
20 September 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
12 August 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.
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.
13 September 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!
30 August 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!
17 August 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
12 August 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!!!!!
19 August 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
14 August 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
8 August 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!
15 July 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.
7 August 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.
6 August 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😍😍😍😍😍.
29 July 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.
31 July 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
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