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Extremely Disappointed – A Luxury Price with No Luxury Service

I purchased a pair of René Caovilla sandals on 9 July for over €1,000. I was incredibly excited about them and deliberately did not wear them because I had bought them especially for my honeymoon and our professional photo shoot.

When I finally opened the box on 1 August, I was shocked to discover that I had been sent two left shoes. This is a quality control error that should never happen, especially from a brand positioning itself as a leader in luxury footwear.

I immediately contacted customer service with photographs. Rather than receiving an apology or any sense of urgency, I was simply asked to send more photos. I complied. Then I was asked for additional pictures of the soles, even though I had already provided them. Throughout the entire exchange there was no empathy, no genuine apology, no ownership of the mistake, and certainly none of the personalized service one expects when spending over a thousand euros on a pair of shoes.

After repeatedly feeling dismissed, I asked how to return the shoes for a refund. Instead of taking responsibility for sending me a defective order, I was directed to find the return label on their website.

Two days later, I received an email informing me that because the shoes had been purchased more than 14 days earlier, they would not help me. They cited their return policy despite the fact that this was not a case of changing my mind—it was a clear fulfillment error by René Caovilla. I had received two left shoes.

I am left feeling completely let down and, frankly, cheated. More than €1,000 has been wasted because of a mistake that was entirely the company's responsibility, yet they showed no willingness to resolve it.

Luxury is not just about beautiful products or celebrity endorsements. It is about craftsmanship, accountability, and exceptional customer care when something goes wrong. Unfortunately, my experience with René Caovilla demonstrated none of those qualities.

I expected excellence. Instead, I received two left shoes and customer service that was indifferent from beginning to end.

I will never purchase from René Caovilla again, and I cannot recommend the brand to anyone considering such a significant investment.

⭐☆☆☆☆ (1/5)

My first and definitely my last purchase with René Caovilla.

I ordered a pair of shoes worth AED 7,583 on 23 May because the website promised delivery by 28 May.

On 25 May, I received an email confirming that my order had been shipped.

However, UPS repeatedly confirmed that they had never received the parcel. The tracking remained stuck on “Label Created” for weeks.

From that point on, I was given nothing but contradictory explanations:

* First, my order had supposedly been shipped.
* Then I was told it was still being prepared.
* Then I was told nobody knew where the parcel was.
* Then I was asked to wait while René Caovilla investigated their own mistake with UPS.
* Finally, UPS closed the investigation because the liability period had expired.

Despite the fact that I never received my order, René Caovilla repeatedly refused to refund me and instead asked me to keep waiting while they tried to determine what had happened to a parcel that was entirely under their responsibility.

As the customer, I was expected to finance their logistical failure while receiving contradictory information for weeks.

For a luxury brand, this level of customer service is shocking.

The most disappointing part is not that a parcel was lost—mistakes happen. The real issue is the complete lack of accountability, the contradictory communication, and the refusal to take responsibility for a problem that was clearly not caused by the customer.

After exhausting every possible avenue with customer service, I had no choice but to open a formal dispute with my bank.

If you are considering purchasing from René Caovilla online, I strongly recommend thinking twice. Luxury products should come with luxury customer service. Unfortunately, that was absolutely not my experience.

I had dreamed of owning René Caovilla Cleo sandals for years. When my daughter’s 15th birthday came, I bought her a low-heeled Cleo for the waltz and a high-heeled Cleo for myself. Both were purchased at the René Caovilla store in Shops Jardins, São Paulo, Brazil.

Shockingly, during the last dance rehearsal before the party, my daughter’s Cleo broke — one of the straps that wrap around the leg came completely loose. She had only worn them twice. We had to rush to buy another pair for the party.

Although disappointed, I trusted the store and brand to resolve the matter. I sent photos, explained the situation, and waited. After almost two months, I was told the brand refused to repair or replace the sandals, despite their extremely limited use.

I am shocked and deeply disappointed that such an expensive, “luxury” product could be so fragile, and that the brand would refuse to stand behind its quality. I will not purchase René Caovilla again — and I strongly advise others to think twice before investing in this brand.