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.
Carolina Herrera (carolinaherrera.com) has 837 customer reviews on Five Star Index, with an average rating of 4.5 out of 5.
Also known as
carolinaherrera.com
Website
carolinaherrera.com
Category
Clothing & Underwear
Listed on Five Star Index
2026
About these reviews
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The company replied to 95% of reviews.
Latest
Most recent review: October 2026.
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Essa marca tem 5 estrelas em todos requisitos , desde o atendimento a qualidade de tudo
Response from Carolina HerreraAug 21, 2026
Prezada Ilana,
Muito obrigado pelas suas 5 estrelas!
Ficamos muito felizes em saber que teve uma experiência tão positiva e que reconhece o nosso atendimento e a qualidade de tudo o que fazemos. O seu feedback significa muito para toda a nossa equipa. Esperamos recebê-lo novamente em breve!
Em nome da Carolina Herrera desejamos a você um ótimo fim de semana.
Atenciosamente,
Equipe Carolina Herrera
FA
Fatima
Extremely disappointing experience
I have never experienced such an incompetent level of customer service from a brand that markets itself as a luxury brand.
My complaint began on 16 July 2026 and was not resolved until 14 August 2026. Almost a month of chasing, contradictory information, delays and silence.
I returned my parcel using Carolina Herrera’s authorised DPD return service, exactly as instructed, and retained my official DPD Certificate of Posting as proof that I had handed it in.
Despite this, I was repeatedly passed between advisers and given conflicting information. I was initially told that my parcel was on its way to the warehouse and to simply wait. I was then told that DPD had apparently concluded that my parcel had never been handed in and that my refund could not be processed.
This effectively insinuated that I had never returned the parcel at all, despite having followed the authorised returns process and having proof of posting. What makes this even worse is that nobody initially asked to see my Certificate of Posting. I had the evidence from day one, and it was only after I challenged their conclusion that they finally requested it. That is an extremely serious implication to place on a customer.
I also submitted a formal complaint in writing, which was never acknowledged.
Then, after 26 days, a refund suddenly appeared out of the blue — with no breakdown, no explanation and no communication about what had actually happened to my parcel during those 26 days. I had been told it was going to the warehouse, then told it had never been handed in, and suddenly a refund was issued without anyone explaining where my parcel had actually gone or what had happened to it.
And even then, the refund was incorrect. I had to contact them again to point out the mistake and have it corrected.
So this was not one isolated mistake. It was mistake after mistake: contradictory information, failure to properly investigate my return, failure to acknowledge my formal complaint, no transparency on where my parcel was for those 26 days, and almost a month of unnecessary chasing.
What is particularly concerning is that I have since seen other recent customer reviews describing similar experiences involving DPD and customers feeling that their cases were dismissed rather than properly investigated. It makes me question whether this is an isolated incident or part of a wider problem with how Carolina Herrera handles customers when something goes wrong.
A luxury price tag should come with luxury customer service. This experience was the complete opposite.
Based on this experience, I would not shop with Carolina Herrera again and cannot recommend them to anyone.
Response from Carolina HerreraAug 20, 2026
Dear Fatima,
Thank you for taking the time to share such detailed feedback with us. We are genuinely sorry to hear about the difficulties and frustration you experienced while waiting for your return and refund to be resolved.
We can see that your case was ultimately resolved and that your refund was issued and subsequently corrected. We appreciate your patience while this was being investigated and resolved.
Your feedback regarding the communication and handling of your return is important to us, and we will ensure that your comments are shared with the relevant teams so that we can continue to review and improve our processes.
We value your feedback and hope that, despite the difficulties encountered on this occasion, we may have the opportunity to provide you with a much better experience in the future.
Your Carolina Herrera Team
CK
Cristiane K.
Ótimo atendimento
Ótimo atendimento, sempre muito atencioso e solícito, quem me atendeu foi o Ricardo, fiquei impressionada com a atenção e profissionalismo dele. Obrigado ☺️
Response from Carolina HerreraAug 20, 2026
Prezada Cristiane,
Muito obrigado pelo seu carinho e por compartilhar sua experiência!
Ficamos muito felizes em saber que o atendimento do Ricardo foi atencioso, solícito e profissional. Vamos fazer questão de compartilhar seu reconhecimento com ele.
Esperamos recebê-la novamente em breve!
Em nome da Carolina Herrera desejamos a você um ótimo dia.
Atenciosamente,
Equipe Carolina Herrera
EM
Emma
Ordered had it delivered to a dpd…
Ordered had it delivered to a dpd locker when I opened it there was nothing in there called and basically the outcome was that it’s classed as delivered so that’s that called dpd they said the contract is with them so unable to held they have to contact them which they have not even contacted them just dismissed it not even raised it with dpd who already told me there was a problem with the codes that day disgusting customer service just loses £120 !!! When the didn’t even bother trying to find out what happened!
Response from Carolina HerreraAug 20, 2026
Dear Emma,
Thank you for taking the time to share your feedback. We are very sorry to hear about the issues you experienced with your delivery.
We appreciate your concerns, particularly regarding the information you received from the courier about an issue with the access codes on the day of delivery.
Please be assured that your case has not been dismissed. One of our Brand Ambassadors will get back to you directly to look into this further and assist you with the next steps.
We sincerely apologise for the frustration and inconvenience caused and appreciate your patience.
Your Carolina Herrera Team
AT
Angela T.
A gentileza e empenho no atendimento de…
A gentileza e empenho no atendimento de Elly
Response from Carolina HerreraAug 19, 2026
Boa Tarde Angela,
Agradecemos muito pelo seu feedback.
Ficamos felizes em saber que você recebeu um ótimo atendimento da Elly. É muito gratificante saber que conseguimos oferecer a atenção e o cuidado que você merece.
Estamos sempre à disposição para o que precisar!
Desejamos a você um lindo dia!
Equipe Carolina Herrera
DA
Danilo
Eu entrei em contato
Eu entrei em contato, fui muito bem atendido,
Response from Carolina HerreraAug 18, 2026
Prezado Danilo,
Obrigado pelo seu feedback de 5*!
Nosso principal objetivo é proporcionar uma experiência que exceda suas expectativas. É com grande prazer que lemos seu feedback positivo e gostaríamos de agradecer por nos contar sobre sua satisfação.
Seus elogios nos reforçam em nosso esforço diário para oferecer o melhor aos nossos clientes.
Caso necessite de alguma assistência, não hesite em nos contatar de novo.
Em nome da Carolina Herrera desejamos a você um ótimo dia.
Atenciosamente,
Equipe Carolina Herrera
ES
Erica Silva D.
Muito bom o atendimento
Muito bom o atendimento
Response from Carolina HerreraAug 18, 2026
Prezada Erica,
Obrigado pelo seu feedback.
Nosso principal objetivo é proporcionar uma experiência online que exceda suas expectativas. É com grande prazer que lemos seu feedback positivo e gostaríamos de agradecer por nos contar sobre sua satisfação.
Caso necessite de alguma assistência, não hesite em nos contatar.
Em nome da Carolina Herrera desejamos a você um ótimo dia.
Atenciosamente,
Equipe Carolina Herrera
GR
Georgia R.
Awesome Sebastian
Sebastian did a great job with my query! Totally satisfied customer.
Response from Carolina HerreraAug 17, 2026
Dear Georgia,
Thank you so much for your wonderful feedback!
We’re delighted to hear that Sebastian was able to assist you so effectively and that you were completely satisfied with the support you received. We truly appreciate you taking the time to share your experience, and we’ll be sure to pass your kind words on to Sebastian.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a lovely week!
Kind regards,
Your Carolina Herrera Team
