Nenad M.
Expensive Bag Broke After Weeks – No Help Provided
The buckle on a brand-new bag broke after just a few weeks — a small screw fell out and the parts came apart. After contacting customer support, we were instructed to resolve the issue in Mexico, where the bag was purchased, even though we live in Europe. We clearly explained that we were not requesting a return or exchange; we simply asked them to send a small replacement screw so we could fix the issue ourselves. They refused and again directed us to Mexico (where the problem could not be resolved anyway). As a result, a brand-new expensive bag is now unusable, and they wouldn't help you. Very disappointing experience. EDIT: After I left my negative review, the CH team contacted us and arrange the replacement of the broken parts which we appreciate.
Response from Carolina HerreraFeb 19, 2026
Dear Nenad, Thank you for taking the time to share your recent experience with us at Carolina Herrera. Regarding your message, we wish to inform you that we are Carolina Herrera NY and the bag purchased is from CH Carolina Herrera, our lifestyle diffusion brand. One of our Brand Ambassadors has already reached out to you and provided the relevant contact information to speak with the correct team. We sincerely hope that you will receive the necessary assistance required to repair the bag and restore your faith in CH Carolina Herrera. Your Carolina Herrera Team