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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Das mit Frau Josiane K. geführte Telefongespräch war sehr nett. Sie hat sich sehr bemüht mein Anliegen zu lösen und hat mir das Returenlabel zeitnah zu gesendet. Sie war freundlich, verständnissvoll und bemüht.
Response from Carolina HerreraJun 24, 2026
Liebe Michaele,
vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihre Erfahrungen mitzuteilen. Wir freuen uns sehr zu hören, dass unsere Markenbotschafterin Josiane Ihnen einen hervorragenden Kundenservice bieten und Ihnen bei Ihren Fragen zur Rücksendung umgehend und umfassend weiterhelfen konnte.
Ihr Feedback spornt unser Team wirklich an, auch weiterhin Service auf höchstem Niveau zu bieten.
Wir bedanken uns herzlich für Ihre freundlichen Worte und freuen uns darauf, Sie bei zukünftigen Einkäufen wieder bei uns begrüßen zu dürfen.
Ihr Carolina Herrera Team
VF
vfayes
Slow problem resolution, poor service
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. 
Response from Carolina HerreraJun 24, 2026
Good afternoon,
Thank you for taking the time to leave your feedback. We genuinely appreciate your honesty and are sorry that your experience on this occasion did not meet your expectations.
We appreciate the patience you showed while we worked to resolve your case, and we sincerely apologise for the delays you experienced. While we understand how frustrating this must have been, we're pleased that we were ultimately able to reach a resolution.
Your feedback is invaluable and helps us identify where we need to improve. We hope we'll have the opportunity to provide you with a smoother experience in the future.
Please do not hesitate to contact us at Carolina Herrera again should you need any further assistance.
On behalf of Carolina Herrera, we wish you a lovely day.
Your Carolina Herrera Team
PF
Profe F.
La atención fue muy amable y…
La atención fue muy amable y profesional. Destaci en particular el servicio de Kimberly y Estibaliz. Se terminó Resolviendo el problema de manera eficaz.
Response from Carolina HerreraJun 19, 2026
Estimado Frank,
Gracias por compartir su experiencia.
Nos complace saber que recibió una atención amable y profesional, y que Kimberly y Estibaliz pudieron asistirle durante la gestión de su caso.
Nos alegra especialmente que la situación se resolviera de manera satisfactoria. Agradecemos su confianza y sus amables palabras hacia nuestro equipo de atención al consumidor.
Saludos,
Su Equipo de Carolina Herrera.
CM
cliente M.
Sebastian de atencion al cliente
Me atendió Sebastian de atencion al cliente, un chico amable , me ayudó mucho a mi solicitud en la brevedad posible, gracias nuevamente
Response from Carolina HerreraJun 19, 2026
Estimada Martha,
Gracias por compartir su comentario.
Nos alegra saber que Sebastián pudo ayudarle con su solicitud de manera rápida, y que su atención fue amable y cercana.
Agradecemos mucho sus palabras y nos complace haber podido brindarle el apoyo que necesitaba.
Un saludo,
Su Equipo de Carolina Herrera
TN
Tiago N.
Gostaria de deixar o meu agradecimento…
Gostaria de deixar o meu agradecimento à Karoline P que me atendeu pelos canais do consumidor sanando minhas dúvidas. Usar Carolina Herrera é uma verdadeira experiência de luxo; as fragrâncias são marcantes e elevam qualquer momento. Não fico mais sem!
Response from Carolina HerreraJun 22, 2026
Prezado Tiago,
Ficamos muito felizes em saber que você ficou satisfeito com o atendimento oferecido pela Karolna.
A opinião dos clientes é muito importante para nós.
Esperemos que você continue desfrutando do seu perfume e que tenha mais experiências positivas no futuro.
Agradecemos por escolher Carolina Herrera e estamos à disposição sempre que precisar.
Atenciosamente,
Equipe Carolina Herrera
AS
Ariadny S.
Atendimento excelente
Atendimento excelente, produtos impecáveis. Experiência única, com certeza voltarei a comprar novamente.
Response from Carolina HerreraJun 17, 2026
Prezada Ariadny,
Obrigado pelo feedback.
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.
Em nome da Carolina Herrera desejamos a você um ótimo dia.
Atenciosamente,
Equipe Carolina Herrera
SM
Salazar Meneses, V.
Gracias Sebastian por toda tu ayuda…
Gracias Sebastian por toda tu ayuda para resolver y poder recibir el pedido. Gracias por tu apoyo y por toda tu colaboración. Feliz verano
Response from Carolina HerreraJun 19, 2026
Estimado Salazar,
Gracias por compartir su experiencia.
Nos alegra saber que Sebastián pudo acompañarle durante la gestión de su caso y ayudarle a recibir su pedido satisfactoriamente.
Agradecemos mucho sus amables palabras y su reconocimiento a su dedicación.
Le deseamos un excelente verano y esperamos poder atenderle nuevamente muy pronto.
Un saludo,
Su Equipo de Carolina Herrera
NA
Nina A.
Fui muito bem atendida por Karolina P.
Fui muito bem atendida por Karolina P.
Ela foi super solícita e sanou todas as minhas dúvidas!
Response from Carolina HerreraJun 16, 2026
Prezada Nina,
Ficamos muito felizes em saber que você ficou satisfeita com o atendimento oferecido pela Karolna.
A opinião dos clientes é muito importante para nós.
Esperemos que você continue desfrutando do seu perfume e os seus brindes e que tenha mais experiências positivas no futuro.
Agradecemos por escolher Carolina Herrera e estamos à disposição sempre que precisar.
Atenciosamente,
Equipe Carolina Herrera
