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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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.
Anna O
Anna O. Was very helpful and patience with answering questions and guiding me thru the return process. While my purchase didn't work for me this time, I would not hesitate to purchase from Carolina Herrera in the future.
25 September 2025
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you for sharing your experience with us. We are truly pleased to hear that our brand ambassador Anna was able to support you with such patience and care throughout the return process.
At Carolina Herrera, we believe that exceptional service is just as important as the products we create, and it is wonderful to know that Anna made your experience smooth and reassuring, even though the item was not the right fit this time.
Your kind words mean a great deal to us, and we will be sure to share your appreciation with Anna.
We look forward to welcoming you back and to ensuring your next experience with us is as exceptional as you deserve.
Your Carolina Herrera Team
Prompt Response from Kimberly H!
The response time to my request for a return was very fast. Kimberly H. was very courteous and provided me a clear timeline for receipt of a FEDEX label.
17 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Lisa,
Thank you for your wonderful review! Our team works hard to meet your expectations, and it’s great to hear that Kimberley succeeded.
We sincerely can’t wait to welcome you back to Carolina Herrera and we wish you a lovely day!
Warmest wishes,
Your Carolina Herrera Team
Excellent service
Excellent service. I filed a complaint, and Miss Kimberly H. responded very quickly and resolved my issue. I'm delighted with my new perfume, “ la bomba” Carolina Herrera, the best.
16 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Margis,
Thank you for taking the time to share your positive experience with us. We’re so pleased to hear that Kimberley made a difference for you.
Your satisfaction is our top priority, and your review reaffirms the hard work we put in every day.
We hope that our fragrances will continue to bring you joy and we cannot wait to welcome you back to Carolina Herrera soon.
On behalf of Carolina Herrera, we wish you a lovely day!
Sincerely,
Your Carolina Herrera Team
My earings order never came
My earings order never came. I mailed my problem and they told me that de delivery man left the juwelery outside (!) my doorstep. So they are probebly stolen. It is a strange story and they told me that they are waiting for answers from the delivery organisation, but I still haven’t got my earings and it feels like it is now my problem that Carolina Herrera does business with such uncarefull deliverers. I gave it 2 starts and not 1 because they mail me about the process.
13 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Claire,
Thank you for contacting Carolina Herrera. We were sorry to learn about your earrings.
Your enquiry relates to our CH Carolina Herrera fashion division. Our team exclusively handles requests related to https://www.carolinaherrera.com/.
Below you will find the correct contact details for CH Carolina Herrera so that you can get in touch with the relevant team who will deal with your matter: customers@chcarolinaherrera.com. We are also sharing the Trustpilot link for this division: https://uk.trustpilot.com/review/chcarolinaherrera.com.
On behalf of Carolina Herrera, we wish you a pleasant day.
Kind regards,
Your Carolina Herrera Team.
An item was forgotten on my order and I…
An item was forgotten on my order and I reached out and Yukyin C. was extremely kind and helpful and rectified it IMMEDIATELY! The customer service was above and beyond.
13 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Vivienne,
Thank you very much for taking the time to leave us such very nice feedback regarding your experience with our Carolina Herrera consumer service team!
We are delighted to hear that everything was sorted for you and that have appreciated the help you have received from Yukyin, who helped you efficiently and ensured that you have had a brilliant experience!
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
Carolina Herrera missing purse not sent
Alexandre, Grace and Sebastian
Made the process of getting a replacement 'missing Not delivered' promotional purse bareable- Grace was in particular excellent thank you Grace. Grace took the time to explain the reasons behind all of Anna's request for eveidence which was just too much for me but we got there in the end. Thank you to all I look forward to receiving the 212 purse.
9 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Marrion,
Thank you very much for taking the time to leave us such very nice feedback regarding your experience with our Carolina Herrera consumer service team!
We are delighted to hear that you have appreciated the help you have received from Alexandre, Grace and Sebastian. We will pass your lovely feedback to them!
We are glad that everything got sorted for you and we hope you enjoy your 212 purse.
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
First time order the delivery was fast…
First time order the delivery was fast the packaging looks really nice it’s like a gift box you can tell they care about customers,and you get samples too so you can try before buying perfume ,the best place to buy parfum you won’t be disappointed here 10 of 10 !
6 September 2025
Unprompted review
Reply from Carolina Herrera
Dear Donata,
Thank you for taking the time to share your appreciation with this wonderful review, we truly hope you enjoy your purchase with us.
We value your kind words and hope to continue providing an online experience that consistently exceeds your expectations.
We hope to welcome you back to Carolina Herrera soon and wish you a wonderful day!
Sincerely,
Your Carolina Herrera Team
Thank you to Daisy S Karolina P and…
Thank you to Daisy S Karolina P and Bianca L in correcting my order so efficiently and professionally. My samples and miniature freebie weren’t in with my full size perfume order and we all know a girl loves her freebies. Thank you again for a great service
29 August 2025
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you for taking the time to share your experience with us.
We are so pleased to hear that our brand ambassadors Daisy, Karolina, and Bianca were able to resolve your order quickly and ensure you received your samples and miniature gift.
Your kind words mean a lot to our team, and we look forward to delighting you again on your next order.
Your Carolina Herrera Team
Customer service is amazing
Customer service is amazing
Cynthia G helped me with only a small problem but her service was fantastic.
I love Carolina Herrera perfumes and shall continue to buy them.
Thank you so much.
25 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Sharon,
Thank you very much for your wonderful feedback.
We are happy to know that our brand ambassador Cynthia was able to assist you with such care and professionalism, even for a small request. Her dedication reflects the spirit of the House of Carolina Herrera, where every detail matters.
We are truly honoured by your loyalty to our perfumes and look forward to accompanying you in many more beautiful fragrance experiences
Your Carolina Herrera Team
My story as a trustworthy person …
Anna and daisy are the best in Carolina Herrera team! They gave me a gift 100 usd and here’s why,,
My story is that I ordered from the website a pretty black dress and then i shocked because the team sent me by mistake another dress and my dress that i ordered, so I returned the wrong dress because that what a trustworthy person do.
22 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Dana,
Thank you for sharing your story.
We are glad to hear that Anna and Daisy were able to assist you with kindness and professionalism throughout the process.
We truly appreciate your honesty and cooperation in returning the incorrect item. It's wonderful to know that our Consumer Service Team could turn the situation into a positive experience for you.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera Team
Estibaliz P Was great support from…
Estibaliz P Was great support from customer service and made sure to get my order delivered and really impressed by her dedication and commitment towards it :)
14 August 2025
Unprompted review
Reply from Carolina Herrera
Hi,
Thank you for taking the time to share your experience with us. We are happy to hear that our brand ambassador Estibaliz was able to assist you and ensure your order was delivered smoothly. Your kind words about her dedication and commitment mean a great deal to our team.
At Carolina Herrera, we pride ourselves on delivering not only exceptional products but also an equally exceptional level of service. It is indeed wonderful to know that Estibaliz’s efforts left such a positive impression, and we will make sure she receives your thoughtful feedback.
We sincerely appreciate your trust in us and look forward to welcoming you again soon for another memorable experience.
Your Carolina Herrera Team
Theresa was most helpful and response…
Theresa was most helpful and response was very timely.
12 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Debbie,
Thank you for taking the time to share your kind words. We are happy to hear that our brand ambassador Teresa provided you with such helpful assistance and a timely response.
At Carolina Herrera, we pride ourselves on delivering exceptional service, and it is wonderful to know that Teresa embodied this commitment. Your feedback will be shared with her and the team, and we truly appreciate your continued support.
We hope to welcome you at Carolina Herrera again soon.
Your Carolina Herrera Team
Sheila F from Carolina Herrera provided…
Sheila F from Carolina Herrera provided a good customer service. Thank you once again Sheila.
8 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Barakat,
Thank you for your feedback.
We are pleased to know that Sheila F. provided you with good customer service. Your recognition is greatly appreciated, and we will make sure to share your kind words with her.
Our goal is always to deliver the best possible experience, and comments like yours reassure us that we are on the right path.
Should you need anything else, we remain at your disposal.
On behalf of Carolina Herrera, we wish you an excellent day.
Carolina Herrera Team
I’m very disappointed because I ordered…
I’m very disappointed because I ordered a fragrance online and it was supposed to be a birthday gift! Unfortunately a week had passed now and I haven’t received my package since the tracking number didn’t update, I contacted customer service for how many times and they said they’re working on it to resolve the issue but until now it’s not solve! I ordered it last july 28,2025 and now it’s august 8 and my package didn’t arrive!
28 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Lucile,
Thank you for sharing your experience with us.
We are truly sorry to hear about your recent experience and understand your frustration. Our Consumer Service Team has been in contact and will reach out to you shortly 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
Fast delivery
Very good home page very quick delivery. I ordered in 6 August after 21.00 and receive my perfume 8 August. They pack everything very nice. Thank you very much.
8 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Alina,
Thank you so much for sharing your lovely review.
We are happy to hear that your experience: from browsing our homepage to receiving your fragrance, was smooth and satisfying. It is wonderful to know your order arrived so quickly and that the packaging met your expectations.
Your kind words mean a lot to us, and we hope you enjoy your new fragrance.
We hope to welcome you at Carolina Herrera again soon.
Your Carolina Herrera Team
Kimberly H from carolina herrera has…
Kimberly H from carolina herrera has provided the best customer service. She is kind helpful and solved my problem in muinutes. Thanks again Kimberly
6 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Yashika,
Thank you for taking the time to share your feedback.
We are delighted to hear that Kimberley was able to assist you so efficiently and with such kindness. Your recognition means a lot to us, and we will be sure to share your kind words with Kimberley and the rest of the Consumer Service team.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera Team
Very good
I was having an issue with returns and Sheila was very helpful.
5 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Johns,
Thank you for your kind words.
We are happy to hear that Sheila was able to assist you with your return issue in a helpful manner. We will be sure to share this feedback with Sheila and our Consumer Service Team.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera Team.
Excellent Customer Service…
I placed an order for a couple of items and was amazed at how easy it was and how quickly the items arrived.
However I had a query and it was resolved very quickly, efficiently and professionally by both Bruna and Sebastian.
Thank you so much for a great shopping experience.
1 August 2025
Unprompted review
Reply from Carolina Herrera
Dear Mrs Ross,
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 Bruna and Sebastian, they 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
The representative Camilo V was very helpful. All my questions were answered and he emailed me to make sure I was satisfied and I love that. Thank you Camilo V.
30 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Onica,
Thank you so much for taking the time to share your feedback.
We’re thrilled to hear that you had such a positive experience with Camilo V. It's wonderful to know he was able to assist you thoroughly and follow up to ensure everything was resolved. We'll be sure to share your kind words with him, it will certainly make his day!
Our team wishes you a great day!
Your Carolina Herrera Team
I am trying to return 2 skirts with…
I am trying to return 2 skirts with matching tops I purchased online. When I called CH and spoke with Martina she could not locate my orders. She said she would email me customer service and I should respond with copies of orders.
She never emailed me. When I return the call she had left the office.
21 July 2025
Unprompted review
Reply from Carolina Herrera
Dear Barclay,
Thank you for sharing your experience with us.
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.
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
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