Carolina Herrera Omdömen 

Destacó la rápida respuesta del servicio de atención por mail . y la amabilidad y eficacia de la chica que me atendió. Sheila F. Ha sido muy amable.

Recebi um atendimento de excelência por parte da embaixadora Bruna que, com precisão, esclareceu todas as minhas dúvidas. Parabéns!!!

Sebastián no solo ha sido diligente y rápido sino súper amable
Un placer haber disfrutado de vuestro servicio y por supuesto repetiré pronto

Buena atención post venta. Aunque se tardó un poco lograron resolver.

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.

I had amazing assistance with an order I had placed at Carolina Herrera. The agent Amanda. R had great communication and helped me resolve my issue quick. I am very pleased and will be shopping at this company more, now knowing how great the customer service is here

Although I was disappointed that I didn't get my order, I was very happy with the way that Kimberly H, (the person who helped me), gave me the opportunity to have a replacement or refund.

quick response, question answered

Gostaria de ressaltar a atenção da atendente Sofia R. Ela a todo instante procurou solucionar da melhor forma tudo que eu precisava. Sempre solícita e com muita educação. Por mais colaboradores assim!

Mariangela F provided me with exceptional customer service and support. She was friendly, polite and professional. My issue was resolved quickly and efficiently. The follow up via email was appreciated.
I was extremely impressed by this interaction.

I recently had an issue with a missing item from my Carolina Herrera order and wanted to share how impressed I was with Sofia R from the customer service team's handling of the situation.
From the moment I reached out, the response was prompt, professional, and genuinely courteous. Every email I received was polite and reassuring and it was clear that my concern was being taken seriously rather than just processed. The team investigated the missing item quickly and kept me informed throughout, which made a stressful situation feel completely stress-free.
The replacement was dispatched with no fuss whatsoever. It’s rare to encounter customer service that matches the standard of the product itself, but Carolina Herrera absolutely delivers on both fronts.
Highly recommend and if you ever do have an issue, rest assured you’re in very good hands. Five stars.

Carolina Herrera es prestigio, elegancia, glamour, me encantan sus productos, siempre compro en su página web Chile , la atención es super especial, la Srta. Teresa un amor, muy atenta, responsable, te responde de inmediato cualquier duda y te la resuelve a la brevedad posible, muy agradecida y la recomiendo 100%
Gracias Srta. Teresa
Gracias Carolina Herrera
Es una experiencia inolvidable y única

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.

O atendimento do Adysson foi excelente. Demonstrou ser atencioso, educado, prestativo e, acima de tudo, muito cordial. Conduziu a situação com profissionalismo, conseguindo mediar de forma eficiente e estabelecer contato para alcançar a resolução do problema. Sua postura contribuiu significativamente para uma experiência positiva no atendimento.

Atendimento excelente, rapidez e bem ágil.

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.

Camilo V- I returned something almost 15 days ago and have not received any communication from Carolina Herrera so I finally called and I was notified by Camilo that is a standard it will take longer and they don’t normally send out receipt emails. I was not too happy to hear that, but Camilo proactively offered to send me some sort of communication that shows my refund is definitely on the way very happy with the service thank you, Camilo!!

I had a fantastic experience with Carolina Herrera’s customer service, particularly with Sebastian, who went above and beyond to assist me.

I initially encountered repeated error messages while trying to make a purchase on the website, which was quite frustrating. However, Sebastian handled the situation with professionalism, patience, and genuine care. He provided clear, step-by-step instructions via email on how to resolve the issue (including how to clear my browser cache), which worked perfectly.

What truly stood out was his follow-up. He didn’t just resolve the issue and move on, he took the time to check in and ensure everything was working smoothly afterwards. That level of attention and dedication is rare and very much appreciated.

Thanks to his support, I was able to complete my purchase without any further problems.

A big thank you to Sebastian for his outstanding service.I highly recommend both him and the Carolina Herrera customer service team.

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.

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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.