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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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
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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
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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
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See how their reviews and ratings are sourced, scored, and moderated.
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.
28 February 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
Great customer service
I emailed to ask about a samples question and I was responded by the next day, very kindly by a dear employee named Giulia M. She was very sweet and patient, and provided me with information on samples and orders. I appreciate her clear interest in helping me a customer with my question. Thank you Giulia M please give her a raise😊
4 April 2025
Unprompted review
Reply from Carolina Herrera
Dear Cielo Galdamez,
Thank you so much for your kind words and for taking the time to share your experience.
We are thrilled to hear that Giulia was able to assist you promptly and with such care and patience. It’s wonderful to know that she made such a positive impression, and we truly appreciate your recognition of her hard work and dedication.
Your feedback is greatly appreciated, and we’ll be sure to pass along your praise to Giulia and our Consumer Service team.
We hope to welcome you again at Carolina Herrera soon.
Kind regards,
Your Carolina Herrera team.
Josiane K (Carolina Herrera) was…
Josiane K (Carolina Herrera) was excellent in customer service. received immediate email responses and she took care of my promocode. i was able to buy a mothers day gift for my wife. appreciate the prompt responses from staff.
31 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Joseph,
Thank you so much for your feedback!
We're thrilled to hear that you had a great experience with our customer service team. Josiane K. will be delighted to know she made a positive impact!
Our main objective is to provide an experience that exceeds your expectations.
If you ever need anything, don’t hesitate to reach out.
Your Carolina Herrera Team
No refund or replacement for faulty product
Ordered my mother a lipstick, which snapped after 2 uses. I sent customer services a picture , 3weeks worth of communication, 2 phone calls and they still have not provided a return label, refunded the product or sent a replacement. I have since purchased a replacement as this was a gift. Shocking customer service and I will be taking this further.
8 March 2025
Unprompted review
Reply from Carolina Herrera
Dear SJS,
We're very sorry to hear about your experience and completely understand how frustrating it must be, especially since it was a gift. Please know that we take situations like this very seriously.
Today, a member of our Management team reached out to you via email and then by phone to address your concerns and explain the steps we’ve taken to resolve this matter in the best possible way.
If you have any further questions or need additional support, please don’t hesitate to reach out. We're here to help.
We apologize for the inconveniences caused.
Kind regards,
Your Carolina Herrera Team
Dreadful experience
Dreadful experience. Bombarded by adverts for the lip liners. Bought one then liked so another. Then a lip balm. Loads out of stock items. Then was blocked! Emailed them, had to send photographic ID to prove who I was! Despite them happily taking my money. Customer service awful. They never got back to me. Had to chase them to try to buy then still out of stock. No apology. No gratitude. Really bad online service. Made to feel like a thief or something. I will NEVER buy from here again. Plus the swatches look NOTHING like the actual colours. Hot nude and chic nude plus slay nude look identical but totally different. Beware. Disgraceful. They don’t deserve your money.
14 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Sarah,
We appreciate you taking the time to share your feedback with us. We understand how frustrating this must have been for you, and we sincerely apologize for any inconvenience caused.
Kindly know that our customers' satisfaction is extremely important to us, and we want to ensure that every shopping experience is smooth and enjoyable. We have reached out to you privately to discuss this matter further and to address your concerns directly.
Thank you for bringing this to our attention. We appreciate your feedback and hope to make things right.
Your Carolina Herrera Team
I bought some colognes from the site…
I bought some colognes from the site and had a few issues but I emailed Carolina Herrera and received a swift and detailed response on my matter. Thank you Jolijn for that!
9 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Jordan,
Thank you for sharing your experience with us!
We’re glad to hear that Jolijn was able to assist you swiftly and thoroughly. Your satisfaction means a lot to us, and we’re always here if you need anything else.
Feel free to reach out anytime!
Kind regards,
Your Carolina Herrera Team
Estibaliz was extremely helpful and…
Estibaliz was extremely helpful and responsive. Very pleased with the customer service.
3 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Kelley,
Thank you for your kind words.
We're thrilled to hear that Estibaliz was helpful and responsive. We will share your feedback with her.
If you need anything else, feel free to contact us. We're always here to help!
We appreciate you taking the time to share your feedback!
Kind regards,
Your Carolina Herrera Team
Sweet customer service
They answered my questions and they were very nice and respectful.
4 March 2025
Unprompted review
Reply from Carolina Herrera
Dear Aysenur,
Thank you for your kind words!
We're so glad to hear that our customer service team was helpful and treated you with care.
If you have any other questions or need assistance in the future, we're always here to help.
We appreciate you taking the time to share your feedback!
Kind regards,
Your Carolina Herrera Team
Carolina Herrera Exceptional Customer Experience
Customer Service is the best in the industry. Had a small issue and the whole team an especially Grace H and Anna provided an exceptional customer experience—quickly, professionally, and with great empathy and support.
20 February 2025
Great company and customer service
Great company and customer service. Chloe C was wonderful. Best fragrances too! Thanks for your great products and customer service!!!
19 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Teri,
Thank you so much for your feedback!
We're thrilled to hear that you had a great experience with our company and customer service. Chloe C will be delighted to know she made a positive impact!
Our main objective is to provide an experience that exceeds your expectations.
If you ever need anything, don’t hesitate to reach out.
Looking forward to assisting you again!
Kind regards,
Your Carolina Herrera Team
Carolina Herrera mini-perfumes and service
Got the advent calendar of mini-perfumes, which was beautiful and a great addition to the holiday's experience!
At first it was claimed at the warehouse not to have arrived, but thanks to the quick responses of Jolijn at CH's service desk, the proofs were provided and the package got processed.
Thanks for the great service
8 December 2024
Unprompted review
Reply from Carolina Herrera
Dear Xander van pelt,
Thank you so much for your kind review.
We're thrilled to hear that you loved the advent calendar and that it made a great addition to your holiday experience. We truly appreciate your patience, and we're glad Jolijn could assist you in getting everything sorted out quickly.
Your feedback means a lot to us, and we're grateful for your trust in our service.
We hope to welcome you at Carolina Herrera again soon.
Kind regards,
Your Carolina Herrera team
Beautiful Clothes, Shame about the Service and Quality
My experience is regarding a red shirt I bought in the summer time with CH cufflinks that cost nearly Eu400. One of the cufflinks broke and I sent several emails with no response. I receive promotional emails daily, but nobody has the time to respond to my request to post me a new set. Im extremely disappointed as this is a brand I thought had 100% focus on quality and service. I would appreciate a resolution and provided a 6month window for the team to respond before taking this to a public review.
18 June 2024
Unprompted review
Reply from Carolina Herrera
Dear customer,
Thank you for taking the time to post this review.
We were sorry to learn that you had an issue with your cuff links.
You order has been placed in https://chcarolinaherrera.com/. Our team exclusively handles requests related to https://www.carolinaherrera.com/ website.
Please find below contact details of CH, the correspondent team will be able to assist you further:
Email: customers@chcarolinaherrera.com
Trustpilot page: https://uk.trustpilot.com/review/chcarolinaherrera.com
We wish you a very pleasant day.
Yours sincerely,
Your Carolina Herrera Team.
Above and beyond
Sheila F was super helpful. She answered all of my questions and concerns promptly and was friendly. I appreciate her help!
17 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Ande,
Thank you for your wonderful feedback. We are happy to hear that our brand ambassador Sheila provided you with a prompt and a friendly assistance. At Carolina Herrera, we strive to offer the best service, and knowing that Sheila made your experience a positive one means the world to us.
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
Great experience for a return Patrick…
Great experience for a return Patrick and Elly W were more than helpful, great help great company !
14 February 2025
Unprompted review
Reply from Carolina Herrera
Dear Lorise,
Thank you so much for your wonderful feedback!
We're delighted to hear that Patrick and Elly W made your return experience smooth and enjoyable. We’ll be sure to share your kind words with them.
If you ever need anything, don’t hesitate to reach out, we’re always happy to help.
Looking forward to assisting you again soon!
Kind regards,
Your Carolina Herrera Team
I ORDERED A FAKE BOTTLE OF CAROLINA HERRERA 212 FROM CH OFFICIAL WEBSITE
I PURCHASED A COUNTERFEIT BOTTLE OF CAROLINA HERRERA 212 FROM CAROLINA HERRERA'S WEBSITE!!! I first purchased CH 212 from CH’s website and I received the wrong bottle of perfume. I immediately notified CH customer service and returned the package as instructed. It took me 2 months, and a lot of phones calls and conversations with CH customer service (which by the way is great and were helpful) to finally receive the Carolina Herrera 212 that I ordered.
To my surprise, the perfume is a fake! Carolina Herrera sold me a counterfeit bottle of her cologne. If they’re selling counterfeit cologne, what else counterfeit and fake are they selling. I’ve used the perfume 3 times and my first red flag was that it doesn’t last. After wearing the “fake” cologne for a short while, it had an awful odor, like cheap perfume that you buy on the streets. I should have known something was wrong after I opened the box. The box was not the normal CH beautiful boxing. It looked as if someone had walked on the inserts, didn’t put it together, through a bottle of fake cologne in and mailed it to me. The bottles does not have Carolina Herrera written on them and the tube that the bottles attached to is a cheap knockoff plastic. I WANT MY MONEY BACK OR A REAL BOTTLE OF CH212.
SHAME ON YOU FOR TREATING YOUR CUSTOMERS THIS WAY.
I AM GOING TO REPORT THIS TO THE BETTER BUSINESS BUREAU IN LOWER NAZARETH, PA, THE DISTRIBUTION CENTER THAT SENT ME THE COUNTERFEIT COLOGNE.
Stop removing bad reviews!!!!!!
24 January 2025
Unprompted review
Reply from Carolina Herrera
Dear C,
We sincerely regret to hear about your experience. We assure you that all products sold through our official Carolina Herrera website are 100% authentic and meet our highest quality standards.
We can see that a new contact has been made and that this matter is currently in progress. We hope the situation is resolved as soon as possible.
Kind regards,
Your Carolina Herrera Team
Website Order Challenge
After several days of navigating the CH website and attempting to place an order only to be kicked out numerous times, I gave up and called customer service. Stefania R. is a lifesaver! She was extremely friendly, helpful, patient and knowledgeable and succeeded in assisting me in placing my order.
Fantastic Customer Service!
29 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Michelle,
Our main objective is to provide an online experience that exceeds your expectations. 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 Stefania's service.
Your compliments reinforce us in our daily effort to offer the best to our customers.
Kind regards,
Your Carolina Herrera Team
Valeria A was great!
Valeria A was great! The website was bugging when trying to add a mini gift to my cart and wasnt included in the order. I messaged trying to see if they can add it to the order before it shipped but it had shipped in the meantime. I told her its no big deal don't worry about it but she went ahead and sent it anyways. Its refreshing to have customer service like that. Its what keeps me loyal. Not everyone is like that trust me! I own just about every designer fragrance and i always find myself reaching for CH! Thanks again Valeria A!
22 January 2025
Unprompted review
Reply from Carolina Herrera
Dear,
Thank you so much for sharing your experience with Carolina Herrera!
We are thrilled that Valeria A. provided you with such excellent service. We always aim to go the extra mile for our customers, and it’s great to know it made a difference for you. We will make sure to pass along your kind words to her.
We’re so glad you continue to enjoy Carolina Herrera fragrances.
If you ever need anything in the future, don’t hesitate to let us know. We’ll be here for you!
Thank you for choosing Carolina Herrera.
Your Carolina Herrera Team
Nicoletta was fab
Nicoletta was fab. She had the patience of a saint and is to be commended. She solved the problem with my order which had been ongoing for over 3 days. We finally got it moving and I am once again a happy customer! Kudos to you Nicoletta!
22 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Judi,
Thank you for sharing your experience with us.
We always strive to go the extra mile for our customers, and we are thrilled to see that Nicolleta did just that. We're also happy to hear that your issues have been resolved and that you're satisfied again. We will pass on your kind feedback to her, and she will be pleased to hear it.
Please don’t hesitate to reach out if you need any further assistance.
Thank you for choosing Carolina Herrera.
Kind regards,
Your Carolina Herrera Team
Good resolution!
I had my parcel delivered by DPD to the wrong house. Alexandra D was most helpful at CH & was going to send a replacement but happily, after posting the DPD photo of the gate on Facebook, the owner recognised it and I have recovered it. One less thing for Alexandra to have to do.. love your anti perspirant!
17 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Hilary,
Thank you for taking the time to share your nice feedback with us.
We were sorry to learn that your parcel was delivered to the wrong house. However, we are thrilled to hear that you receive a helpful service from Alexandra D. We will make sure to share your feedback with Alexandra and our Consumer Service Team.
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
Quick Resolution
I received a broken bottle in my order and the issue was quickly addressed and resolved.
10 January 2025
Unprompted review
Reply from Carolina Herrera
Dear Macy Oliphant-Shifflett,
Thank you very much for taking the time of posting this comment.
We were sorry to hear that you received a broken bottle. However, we are proud to see that this issue was quickly addressed and resolved. Our entire team is committed to support all our valuable customers in every way, and provide them with the assistance they need, as promptly as possible.
If you have any questions or require further information, please do not hesitate to our Consumer Service Team again.
We hope to see you very soon at Carolina Herrera again!
Kind regards,
Your Carolina Herrera Team
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