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
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What people talk about most
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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 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 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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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
712 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.
Excellent customer service and response.
Thanks to Madeleine K., I received excellent attention to solve the problem I present with the shipping company when I did not receive my package... she offered me several options with which I could be satisfied as a customer.
Very grateful!
11 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Grisely,
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 Madeleine 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 Jean Paul Gaultier soon.
Our team wishes you a great day!
Your Carolina Herrera Team
Very helpful
I spoke with Bintou about a problem I had with a bottle off perfume I ordered customer service was great very helpful and quick! My problem was solved thank you
9 December 2025
Unprompted review
Reply from Carolina Herrera
Dear Katie,
,
Thank you for your kind review!
We appreciate you taking the time to leave this review.
We’re delighted to hear that you’re happy with the service we have provided. We will certainly pass your comments onto Bintou. We are happy that everything was resolved for you.
Customer satisfaction is at the heart of what we do, and your feedback motivates us to keep delivering great experiences.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Teressa
Teressa, was very patient and organise about my orders. Package has received Andy daughter is very happy.
28 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Edelyn,
We greatly appreciate your kind words, Teresa will be thrilled to read your comments. By taking the time to share your enthusiasm with us in this wonderful review you truly reinforce us in our daily effort to offer the very best to our customers.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Your Carolina Herrera Team
Patrick B provided phenomenal customer…
Patrick B provided phenomenal customer service after I explained that I had not received my order of La Bomba. He went above and beyond in assistance.
Thank you Patrick B!!
5 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Henderson,
Thank you for taking the time to share your enthusiasm with this wonderful review. We greatly appreciate your kind words about Patrick and hope to continue providing an online experience that exceeds your expectations.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Your Carolina Herrera Team
Excellent Customer Services
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 many products without any hard sell. I am delighted with my purchases and will definitely be back.
21 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Julia,
Thank you for taking the time to share your experience. We are happy to hear that our Carolina Herrera Brand Ambassador was able to assist you with such ease and professionalism.
Your satisfaction is incredibly important to us, and knowing that your interaction met your expectations truly means a lot.
Thank you again for your trust.
We look forward to assisting you again in the future.
Your Carolina Herrera team.
I had a terrible experience with Carolina Herrero
I had a terrible experience with this company. They sent my package with a very unreliable carrier, and without any photo evidence, they assumed my package had been delivered when I never received anything. Furthermore, customer service was completely unhelpful.
18 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Ricardo,
Thank you for taking the time to share your feedback with us. We are sorry to hear about the inconvenience you experienced with your delivery.
Our team did investigate your case and reached out regarding this matter.
We understand how frustrating this can be, and we truly appreciate your comments. We will make sure to forward this feedback to the relevant department.
Thank you again for bringing this to our attention.
Your Carolina Herrera Team
The agent at CH made my communication…
The agent at CH made my communication and concern effortlessly easy and professional. The issue was promptly addressed and resolved.
6 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Lucy,
Thank you for taking the time to share your experience. We are happy to hear that our Carolina Herrera brand ambassador was able to assist you with such ease and professionalism, and that your concern was resolved promptly.
Your satisfaction is incredibly important to us, and knowing that your interaction went smoothly truly means a lot.
Thank you again for your trust.
We look forward to assisting you again in the future.
Your Carolina Herrera team.
Sheila was very patient and helpful
Sheila was very patient and helpful, I had issues to checkout my order, She helped me resolve it, thanks again sheila F
11 November 2025
Unprompted review
Reply from Carolina Herrera
Dear Chedna,
Thank you for your kind review!
We’re delighted that you’re happy with the service we provided. We will certainly pass your comments onto Sheila!
Customer satisfaction is at the heart of what we do, and your feedback motivates us to keep delivering great experiences.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
My beautiful box.
This is my first time purchasing on line with this company, yes I have my fragrance the new beautiful butterfly bottle smells amazing, yes I have bought Carolina Herrera perfume and so far O love what I purchase before love the shoe bottles also they look very elegant on my dresser, any way I did have a small issue with my order but thanks god it was magically resolved the soon I send my first email, the response by Yukon C . was wonderful and few minutes later the carrier came and there it was my beautiful package amazing , when I actually open the box inside was really elegant the way it came and my beautiful free gift. Thank you so much for your help, Yukyin C for your fast response I really appreciate it..Sincerely Iris
31 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Iris,
Thank you so much for taking the time to share your wonderful review. We are happy to hear that you love your new fragrance and the elegant packaging.
We are also thrilled to know that your experience was enhanced by our Brand Ambassador, Yukyin, whose prompt and attentive support helped ensure your order was resolved quickly. We will be sure to pass along your kind words to her.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Reply from Carolina Herrera
Dear Thalia,
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 our service.
Compliments such as yours, reinforce us in our daily effort to offer the best to our customers.
On behalf of Carolina Herrera, we wish you a great day & wonderful weekend!
Your Carolina Herrera Team
Sorry but customer aftercare is…
Sorry but customer aftercare is shocking . I bought a bottle of the new la bomba 30ml and the design of the bottle is either terrible or I received a faulty one but I cannot get the last 10ml or so out of it as it won’t spray . It’s as if the straw like spray doesn’t go to the bottom of the bottle in the corners were the low perfume sits .
After contacting customer care tonight and sending pictures , videos and also confirmation of my order from Sephora they now want packaging from early October . Honestly who keeps perfume boxes and packaging .
Shocking customer service honestly I won’t recommend it but any of your products again
20 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Nicola,
Thank you for taking the time to share your experience with us, and please accept our sincerest apologies for the inconvenience and disappointment this situation may have caused you.
We fully understand how frustrating this might be, but since your purchase was made from a retailer rather than directly from our website, we require additional information to investigate the batch of products.
We appreciate your cooperation on this occasion since this will allow us to identify and avoid similar cases from occurring in future.
One of our Brand Ambassadors has already reached out to you, to ensure we are doing everything possible to make this right.
Should there be anything further we can do to assist or support you, please do not hesitate to reach out again.
Sincerely,
Your Carolina Herrera Team
Been buying directly from Carolina…
Been buying directly from Carolina Herrera website for more than 4 years now. Never had a bad experience and always pleasantly surprised with the gift packaging.
The miniatures are a big hit
17 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Raseem,
Thank you for your continued trust over the last four years.
We are truly delighted to know that your experiences with Carolina Herrera have always been positive and that the miniatures are such a favorite.
It’s also wonderful to hear that you enjoy our signature gift packaging. We would like to thank you for taking the time to tell us about your satisfaction.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Can't unsubscribe
I made the mistake of registering for emails from this company
Now, after trying to unsubscribe 3 times they keep sending emails
**Update**
I have now been contacted again by customer services who have finally listened to my issues (thank you for that) and promised to resolve the issue
**Update 26 Oct**
Six days ago, CS promised to have the problem sorted out, although they said I might receive a few emails before the issue is finally sorted out
I'm still receiving emails and wondering if they will ever be able to fix this....
How hard can it be to remove my email address from their system?
17 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Boglet,
Thank you for taking the time to let us know about your experience.
We were sorry to learn that you would like to unsubscribe from our newsletter.
We invite you to contact our Consumer service at contact@carolinaherrera.com requesting to unsubscribe or delete your data. Our team will be happy to assist you with your request.
We apologize for the inconveniences caused.
Kind regards,
Your Carolina Herrera team.
10/10 Amazing customer service
Amazing customer service from Josiane; I ordered but didn’t add my promo code to the order. Customer service were super helpful and sent it out for me separately. Speedy and friendly replies :)
And of course the perfume is wonderful
15 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Jennifer,
Thank you for your lovely feedback.
We are delighted to hear that Josiane was able to assist you promptly and ensure your promotional item was sent. It’s wonderful to know that both the service and your perfume met your expectations.
We will share your kind words with Josiane, who will be happy to hear from you.
We hope to welcome you again at Carolina Herrera soon.
Kind regards,
Your Carolina Herrera team
Three orders mistake after mistake
Three orders, first order cancelled even though I was sent order confirmation.
Advised a week later when chasing my order to place it again, second order loved it but issues with free gift not arriving and wrong shade of foundation , third order part of my order the Beetle Ring totally missing. The order was received on 26th September only just received replacement, and still complimentary miniatures that were reordered are missing despite Ana asking me to confirm which miniatures I wanted, I was also told on Tuesday my replacement would take two weeks to arrive , and when I questioned this with Ana a Senior Manager she emailed back straightaway and said oh no actually it’s been delivered already today! There are serious warehouse issues with parcels being incorrect or incomplete and should not take almost 3 weeks to arrange a replacement for a missing item, I have since as the products are amazing ordered a lip liner and an eyeshadow from their line at Fenwick and it arrived with no issues. I asked for some compensation and that request was completely ignored by CH. Amazing products but don’t order direct on their website unless out of stock elsewhere too much aggro!
10 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Carmen,
Thank you for taking the time to share your feedback. We are truly sorry to hear about your recent experience.
Please be assured that we take your comments seriously and will be following up with you privately to make this right and ensure your concerns are properly addressed.
Thank you for your patience!
Your Carolina Herrera Team
Unfortunately I had to return an order…
Unfortunately I had to return an order which I NEVER do but it did not come with a returns label. Very quickly Chloe C arranged this so I was able to return it. Customer service 10/10.
7 October 2025
Unprompted review
Reply from Carolina Herrera
Dear Joanna,
Thank you for taking the time to share your delight with us in this wonderful review. Chloe will be thrilled to read about your personal mention of her.
We all greatly appreciate your kind words and hope to continue providing an online experience that exceeds your expectations.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Your Carolina Herrera Team
Spectacular Customer Service
I reached out to the customer service team after an item was not included in my order and it was by far the best customer service that I have ever received from a company. A special thank you to Grace H., Sana A., and Giulia for their respect, kindness, and quickness. They did not hesitate to resolve my issue and made my experience as a customer, one that made my love for the company grow. I will continue to repurchase their products and services, especially after how they handled my situation.
25 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Carolina,
Thank you for taking the time to share such a thoughtful review. We are happy to hear that your experience with our customer service team exceeded your expectations.
At Carolina Herrera, we pride ourselves on creating not only exceptional products but also meaningful experiences that reflect our commitment to respect, kindness, and care for each of our customers.
We are especially pleased to know that our brand ambassadors Grace, Sana, and Giulia were able to assist you so promptly and attentively. Your recognition of their efforts means so much to us, and we will be sure to share your kind words with them. It is our goal to ensure that every interaction leaves you feeling valued and appreciated, and it brings us great joy to know that we were able to achieve this for you.
We look forward to welcoming you back to Carolina Herrera
Your Carolina Herrera Team
Great customer service
I sent an email regarding my order and the customer service was great, I immediately received a reply.
24 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Jackie,
Thank you for taking the time to share your experience with us.
We are happy to hear that our customer service team was able to assist you so promptly and effectively. At Carolina Herrera, we strive to provide not only beautiful products but also attentive and seamless service that reflects the values of our brand.
It is wonderful to know that your email was answered immediately and that you felt well taken care of. Your feedback is truly appreciated, as it reinforces our commitment to ensuring that every interaction is handled with efficiency, care, and respect.
We look forward to welcoming you back to Carolina Herrera
Your Carolina Herrera Team
Thank you
Thank you, Sylvie.F You've been great 👍🏾 ordered on the 20th and package arrived on the 23rd. So in love with the packaging, etc 😍 just perfect. Bought in the UK.
25 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Joslyn,
Thank you very much for taking the time to leave us such lovely feedback!
We are beyond delighted to read that you have appreciated the help and service that you have received from Sylvie.
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
Amazing experience!
Great products and excellent customer service. Sylvia F was super helpful!
25 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Claudia,
Thank you very much for taking the time to leave us such lovely feedback!
We are beyond delighted to read that you have appreciated the help you received from Sylvie.
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
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