Carolina HerreraReviews of carolinaherrera.com

Update: I am still waiting for a proper resolution. After my original complaint, I provided the requested photos and information and fully cooperated with a senior position there. However, I keep receiving repeated responses saying they are waiting for their Quality team, without any clear outcome. The outer parcel was sealed, but the perfume bottles inside were leaked / empty. This issue was reported promptly, yet the matter continues to be delayed due to their internal process. I have now also had to involve Klarna because I am concerned about how long this is taking and whether my refund rights will be affected. Very disappointing handling of a straightforward complaint. Very disappointing experience. I made an order from CH in Germany, I received a sealed package, but the perfume bottles inside were empty/leaking and visibly stained. Instead of resolving the issue quickly, customer service kept asking for more proof without taking real responsibility. This is not the service I would expect from a luxury brand like Carolina Herrera. I hope this complaint is finally taken seriously and resolved with a refund or replacement. I even offered a return to the full package with no reply at all. I feel really disappointed.

Carolina Herrera customer service is deplorable. They are using automated responses and the responses I’ve received thus far, are incoherent and do not respond to my inquiry. I placed an order, Carolina Herrera charged me for the order, it’s been weeks and my order has not been processed or delivered. I have contacted Carolina Herrera numerous times and they have only responded with automated bots that are asking me to leave positive reviews without addressing my order issues. Please deliver my order or give me back my money - mind you, thousands! This company needs to be investigated.

Mi experiencia con Carolina Herrera ha sido bastante decepcionante. Estas Navidades me regalaron un brazalete que apenas he usado, solo en ocasiones puntuales, y aun así se rompió completamente en dos sin haber hecho ningún mal uso. Lo llevé a tienda, lo enviaron a revisión y la respuesta fue que la rotura se debía al uso, algo con lo que no puedo estar más en desacuerdo. He seguido todos los pasos que me han indicado: gestión en tienda, llamada a atención al cliente y varios correos explicando lo sucedido. A pesar de ello, la respuesta ha sido siempre la misma, sin tener en cuenta lo que realmente ocurrió. Sinceramente, sorprende que un producto de este tipo se rompa con tan poco uso y más aún la falta de solución por parte de la marca. Nunca me había pasado algo así. Una pena la gestión, porque la sensación que queda es de poca responsabilidad ante un problema evidente.

Bonjour, je vis une expérience absolument lamentable. J'ai acheté fin d'année un coffret good girl et un flacon de parfum de good girl de 150ml, j'en ai eu pour plus de 220 €. Et dans le coffret le flacon de 50ml n'a pas la même odeur que d'habitude, alors que celui de 150ml n'a aucun problème. Ça fait plus de 7 ans que j'achète ce parfum et que je le porte donc je sais de quoi je parle. Et bien j'ai fait une réclamation sur le site Carolina Herrera, qui m'a demandé plein de renseignements que j'ai fourni et notamment une vidéo du produit, je ne vois pas l'intérêt de cette demande puisque c'est l'odeur qui a un problème et non le contenant mais bref, j'ai fait ce qu'ils me demandaient. Ça fait 3 mois que ça dure!!! ils ne veulent rien savoir. Et maintenant encore pire ils ne répondent plus à mes mails, c'est vraiment lamentable. Je me retrouve avec un flacon de parfum de Good Girl, que j'ai payé suffisamment cher et que je ne peux pas utiliser!! Ils ne me proposent aucune solution. Cliente depuis plus de 7 ans chez eux j'estime avoir un peu plus de considération. Sans cela, ils ont une obligation de résultat, ce n'est quand même pas sorcier de le proposer de me l'échanger, je ne demande pas d'être remboursé sur la totalité puisque mon 150ml n'a aucun problème mais au moins m'échanger celui de 50ml qui a un problème. Voilà où j'en suis, c'est déplorable. 3 mois sans solution !!!

No stars .I am extremely disappointed with my experience. I purchased a Carolina Herrera bag (Order No. 1840220100023620) and discovered a defect that was not caused by my wear and tear in any way. The issue was clearly due to poor material quality and construction — all four corners failed in the exact same way, which shows this was a manufacturing defect, not customer misuse. A luxury bag should never fall apart like this under normal use. I contacted customer service at contact.us@chcarolinaherrera. provided photos, and explained everything clearly. Instead of taking responsibility, I was repeatedly referred back and forth to people who offered no real help. There is no proper option on the website to select the issue, and every response was just another apology with no actual resolution. You all work together, so the constant runaround needs to stop. Because the defect was clearly due to your materials and workmanship, and because I could not get any meaningful assistance, I had no choice but to escalate this issue to the Better Business Bureau. It is unacceptable that a luxury brand forces customers to go through the BBB just to be acknowledged. I hope the company finally starts taking responsibility for product defects instead of offering empty apologies and sending customers in circles with no solution. -- Your response makes it clear that my original message was not actually read. I already contacted the email you listed, and they were unable to help. Repeating the same information back to me is not assistance — it’s just another example of the ongoing runaround I’ve received from your company. The lack of accountability and the refusal to address the issue directly is extremely disappointing and reflects poorly on your customer service. I expect a real resolution, not another redirect to the same place that has already failed to help.

Pedido por tienda online realizado día 1 de marzo, PVP realizado 1 de marzo, devolución depositada en punto de recogida hecha 13 de marzo, a día de hoy 29 de marzo sigo a la espera de que M realicen el cargo en mi tarjeta bancaria, me parece una vergüenza.

I purchased a 10ml rollerball of tge bew blush perfume. It arrived in a huge box but despite this the roller ball bottle was smashed. I contacted tge company who wanted photographic evidence . I sent this ... now a week later they are investigating !!! Meaning they think I am lying ???? Disgusted that a high end brand are treating customers like this and I can see from reviews that soneone else has had the sane experience will not purchase from them again . DO BETTER!!!

I purchased a premium luxury item directly from the official CH Carolina Herrera website. Immediately after the second use, the item exhibited severe degradation and damage along the edges. I contacted their online customer service, clearly stating the incredibly brief timeframe of use. Instead of conducting a proper physical inspection, their Quality Department rejected my claim twice using generic, automated templates, falsely categorizing the defect as "normal wear and tear." I formally challenged them to properly verify the item, as damage after two uses is undeniably a manufacturing and material defect, not normal wear. My local boutique also refused to provide any assistance. The brand has failed to deliver a conforming product and unjustly denied my right to a replacement or refund. I request your intervention to enforce consumer protection laws and compel the brand to conduct an independent verification and issue a full refund.