Carolina HerreraReviews of carolinaherrera.com

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4.5/ 5

Excellent

837 reviews

Carolina Herrera4.5Excellent

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About Carolina Herrera

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 The Fair Hearing, with an average rating of 4.5 out of 5.

Also known as: carolinaherrera.com
Website: carolinaherrera.com
Category: Clothing & Underwear
Listed on The Fair Hearing: 2026

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Aug 20, 2026

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.

By Fatima

Response from Carolina Herrera· Aug 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