Carolina HerreraReviews of carolinaherrera.com

I bought two handbags from dear Shop in Vista Village the two bags are faulty ( the leather colour is fading off and the other the metal where the bag is lock is broken contacted aftercare service 2months ago I received an email today stating sorry we cannot repair your bags without not any explanation this is very poor as your stuff are expensive never will I buy again from them

Experiencia real con Carolina Herrera (CH): un caso preocupante de servicio postventa y atención al cliente. Después de dos meses desde que entregamos un pantalón y una cartera en la tienda CH Outlet Las Rozas para su evaluación, seguimos sin recibir ninguna solución y, lo que es aún más grave, ninguna comunicación. El pantalón se rompió en la primera puesta debido al roce del logo metálico de una cartera de la misma marca. Ambos artículos fueron entregados juntos para que CH analizara el origen del daño. A pesar de ello: No hemos recibido reparación, sustitución ni reembolso. No hemos recibido la llamada que CH aseguró que se produciría para devolvernos los artículos. No hemos recibido respuesta a nuestros correos. No hemos recibido ningún tipo de seguimiento por parte de la marca. Para una firma que se posiciona en el segmento de lujo, este nivel de servicio es inaceptable. La ausencia total de comunicación y la falta de responsabilidad postventa generan una experiencia que no solo decepciona, sino que erosiona la confianza del consumidor. Como clientes frecuentes, siempre hemos valorado la calidad de la marca. Sin embargo, esta experiencia demuestra que, cuando surge un problema, el cliente queda completamente desatendido. En otras marcas, cualquier incidencia se ha gestionado con rapidez, profesionalidad y soluciones adecuadas. En este caso, la respuesta ha sido simplemente silencio. Comparto esta experiencia porque considero fundamental que las marcas de lujo mantengan estándares coherentes con el nivel de inversión que exigen a sus clientes. La atención postventa es parte esencial de la reputación de una firma, y este caso refleja una falta de compromiso que no debería pasar desapercibida.

Awful Experience with Carolina Herrera in Greece! I made an online purchase through their website on the 1st of July 2026 and it was showing that the delivery will be fulfilled within 2-7 business days from the confirmation date. Fast forward 18 days later after many emails and false promises from their side, my delivery has not been fulfilled yet and they refuse to take the shipment back from the courier company and refund my money and the courier company has delayed the delivery of the shipment with no estimated delivery date so I’m left with no shipment, no estimated delivery date and no refund! Shameful experience by a company that is supposed to be reputable!

Their sizing is extremely off, and when I tried to return or exchange it, they said no

The several individual customer service reps I interacted with, including Elly W., were polite and professional. My complaint is not with them, but with Carolina Herrera's policies that seem hostile to good customer service. UPDATE: I'm changing my original rating from 2 stars to 1 star. From start to finish, my ordeal with CarolinaHerrera.com lasted 7 weeks, from June 2-July 22. It took 2 weeks to resolve the website issue, 3 weeks for them to offer me a resolution to the missing item issue, and another 2 weeks for them to provide my final refund. When I accepted their offer for a refund, I was told that if my item was part of a set, I had to return all the items in the set. I had purchased a ring and body cream that were listed on the website as a "Save On Set," so, reluctantly, I returned the body cream with the ring even though there was nothing wrong with the body cream and I wanted to keep it. When I inquired why I was refunded for the ring only, I was told I hadn't needed to return the body cream. Apparently, since the two items were listed separately on the invoice, CarolinaHerrera.com didn't consider them a "set" even though they were advertised as a "set" on the website and purchased as a "set." This is very inside baseball and not something a customer would just know. CarolinaHerrera.com: Had you simply mailed me the missing piece, or immediately offered me a refund or a replacement, I would have been happy. Instead, every problem had to be "escalated" to a different team and investigated over a period of weeks. Also, I was never kept proactively informed; I had to repeatedly reach out for updates. In contrast, my husband ordered a book online from a thrift bookstore. The box arrived empty with a post office stamp indicating the box arrived at the post office that way. The thrift bookstore refunded my husband that same day. I remain shocked that a company as prestigious as Carolina Herrera has worse customer service policies than a thrift bookstore. ORIGINAL REVIEW I am really shocked by how slow and terrible the customer service is at this designer brand. The website kept glitching as I tried to place an order; instead of believing their website was the problem I had to send them a copy of my driver’s license to prove my identity. After that, it took their “dedicated team” two weeks to resolve the issue. I then placed my order and it arrived promptly, but a piece was missing. After sending them photos and a detailed description of the shipping box, I’m still waiting on a resolution nearly a week later. Brands of lesser prestige would’ve sent me a replacement immediately. Instead, Carolina Herrera treats me with suspicion and delays solving their problems. I really love their fragrances, but I am surprised and disappointed in how little they value their customers. 

Compré un bolso de CH Carolina Herrera por aproximadamente 900 € pensando que estaba adquiriendo un producto de lujo con una calidad acorde a su precio. Sin embargo, mi experiencia ha sido completamente decepcionante. Tras dos años de uso normal, un día paseando tranquilamente por mi ciudad, las asas del bolso comenzaron a volverse pegajosas y a deteriorarse. No hubo ningún uso indebido, ningún producto químico ni ninguna circunstancia extraordinaria. Simplemente, el material empezó a degradarse hasta el punto de resultar desagradable al tacto. Lo que más me ha sorprendido es descubrir que las asas no eran de piel, como cabría esperar en un bolso de este precio, sino de un material sintético que no ha soportado el paso del tiempo de forma razonable. Sinceramente, me cuesta entender que una marca posicionada como lujo utilice este tipo de materiales en componentes tan importantes del bolso. Contacté con atención al cliente esperando al menos una explicación técnica o alguna posibilidad de reparación, incluso asumiendo yo el coste. La respuesta fue que, al estar fuera de garantía, no podían ofrecer ninguna solución, servicio de reparación ni mantenimiento, limitándose a indicarme que buscara por mi cuenta a alguien que lo arreglara. Por supuesto, repararé el bolso porque me gusta su diseño, pero sustituiré todas las asas por piel auténtica, ya que considero que un bolso de lujo debería incorporar materiales acordes al precio que se paga. Lo más decepcionante no ha sido únicamente el deterioro del producto, sino la falta de interés de la marca por entender qué ha ocurrido o por ofrecer alguna alternativa a una clienta que ha confiado en ellos durante años. De hecho, tengo más bolsos de Carolina Herrera, pero después de esta experiencia no volveré a comprar la marca. Por menos dinero existen marcas que ofrecen bolsos de piel auténtica con una durabilidad muy superior. En mi caso, la relación calidad-precio ha resultado muy por debajo de lo que esperaba de una firma de lujo.

I bought one of their lip balms and it’s a dreadful design. Cost me £30, and the balm keeps falling out of the lid. It’s meant to be a keyring. Total sham. Their customer service is awful and they won’t take responsibility. Avoid, please.

Inside the sealed box was damp, and I noticed the leaking of the defective bottle. I felt I wasted my time, and the effort I by taking the time in providing photos of receipt, contents with box, and video of the defective bottle. The claim department ignored the fact I stated in the email it was leaking, and it's obvious that there was no claim on my reporting of any mention of broken or missing components. The customer service rep emailed me, and stated the reason for denial of my claim by the claim department is the fact the photos, and or video don't show broken and or missing parts. This just goes to support my claim that you really the claim department really didn't pay attention to my email to effectively investigate my claim. My wife's out the money, and the product was a hazard around our children. So what would be my opinion on how the company could improve. 1. Put customer satisfaction as a core of the company. 2. The claim department should pay attention to customer's email(s) detailing the issue(s) , and process the claims accordingly in a timely manner. 3. Issue a replacement of the product, as the customer in good faith purchased the product, and company should in good faith stand behind their product. I gave the one star on this review as it's the lowest rating otherwise it would be no stars. Update: As of June 1, 2026 the manufacturer has not reached out to me privately. There is a common issue of these bottles leaking. The manufacturer ignores these claims, and consumer doesn't receive a replacement. This is by far the worse company in the United States! 😞