Carolina Herrera (www.carolinaherrera.com) has a 4.2 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Beauty & Well-being and its reputation is good. 82% of reviews are 4 stars or higher and 18% are 1 star; The business has replied to 100% of negative reviews. Last updated 2026-08-12.
What people say
v
vfayes · 3 reviews · Experienced 2026-06-22 ·
★★★★★
Slow problem resolution, poor service
The several individual customer service reps I interacted with, including Elly W., were polite and professional. My complaint is not with them, but with Carolina Herrera's policies that seem hostile to good customer service.
UPDATE: I'm changing my original rating from 2 stars to 1 star. From start to finish, my ordeal with CarolinaHerrera.com lasted 7 weeks, from June 2-July 22. It took 2 weeks to resolve the website issue, 3 weeks for them to offer me a resolution to the missing item issue, and another 2 weeks for them to provide my final refund. When I accepted their offer for a refund, I was told that if my item was part of a set, I had to return all the items in the set. I had purchased a ring and body cream that were listed on the website as a "Save On Set," so, reluctantly, I returned the body cream with the ring even though there was nothing wrong with the body cream and I wanted to keep it. When I inquired why I was refunded for the ring only, I was told I hadn't needed to return the body cream. Apparently, since the two items were listed separately on the invoice, CarolinaHerrera.com didn't consider them a "set" even though they were advertised as a "set" on the website and purchased as a "set." This is very inside baseball and not something a customer would just know.
CarolinaHerrera.com: Had you simply mailed me the missing piece, or immediately offered me a refund or a replacement, I would have been happy. Instead, every problem had to be "escalated" to a different team and investigated over a period of weeks. Also, I was never kept proactively informed; I had to repeatedly reach out for updates. In contrast, my husband ordered a book online from a thrift bookstore. The box arrived empty with a post office stamp indicating the box arrived at the post office that way. The thrift bookstore refunded my husband that same day. I remain shocked that a company as prestigious as Carolina Herrera has worse customer service policies than a thrift bookstore.
ORIGINAL REVIEW
I am really shocked by how slow and terrible the customer service is at this designer brand. The website kept glitching as I tried to place an order; instead of believing their website was the problem I had to send them a copy of my driver’s license to prove my identity. After that, it took their “dedicated team” two weeks to resolve the issue. I then placed my order and it arrived promptly, but a piece was missing. After sending them photos and a detailed description of the shipping box, I’m still waiting on a resolution nearly a week later. Brands of lesser prestige would’ve sent me a replacement immediately. Instead, Carolina Herrera treats me with suspicion and delays solving their problems. I really love their fragrances, but I am surprised and disappointed in how little they value their customers. 
Reply from Carolina Herrera2026-06-24
Good afternoon,
Thank you for taking the time to leave your feedback. We genuinely appreciate your honesty and are sorry that your experience on this occasion did not meet your expectations.
We appreciate the patience you showed while we worked to resolve your case, and we sincerely apologise for the delays you experienced. While we understand how frustrating this must have been, we're pleased that we were ultimately able to reach a resolution.
Your feedback is invaluable and helps us identify where we need to improve. We hope we'll have the opportunity to provide you with a smoother experience in the future.
Please do not hesitate to contact us at Carolina Herrera again should you need any further assistance.
On behalf of Carolina Herrera, we wish you a lovely day.
Your Carolina Herrera Team
L
Lizzie K · 12 reviews · Experienced 2026-04-24 ·
★★★★★
Dreadful company
I bought one of their lip balms and it’s a dreadful design. Cost me £30, and the balm keeps falling out of the lid. It’s meant to be a keyring. Total sham. Their customer service is awful and they won’t take responsibility. Avoid, please.
Reply from Carolina Herrera2026-06-09
Dear Lizzie,
Thank you for sharing your feedback. We are sorry to hear about your experience with the product.
We can confirm that one of our Brand Ambassadors is already in contact with you and actively assisting with your quality claim. Our team is currently reviewing the information provided and will continue to work with you directly to address your concerns.
We appreciate your patience and the opportunity to look into this matter further.
Your Carolina Herrera Team
I had a great experience with Sebastian from the customer service team. I had a small issue with my online order and he went above and beyond to find a solution for me. Very caring and prompt communication. Thank you Sebastian!
Reply from Carolina Herrera2026-06-08
Dear Mariana,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding the service you recieved from Sebastian, and we would like to thank you for taking the time to tell us about your satisfaction. We are glad to hear that everything was resolved for you!
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We look forward to welcoming you back soon!
Our team wishes you a great week!
Kind regards,
Your Carolina Herrera Team
M
Maria · 3 reviews · Experienced 2026-06-03 ·
★★★★★
Amazing customer service experience
I had to contact customer service as the website glitched and removed a few of my perfume samples- it's a small issue but nonetheless, Afful F was extremely helpful in assisting me. They gave a swift solution and approached me with nothing but respect and kindness despite the simple query. Aside from that, the wrapping of Carolina Herrera is supremely beautiful, a stunning cherry red that i am in awe of. Next year I'll be sure to pick a miniature of the good girl perfumes!
Reply from Carolina Herrera2026-06-09
Dear Maria,
Thank you for taking the time to share your experience.
We are happy to hear that our brand ambassador Afful was able to assist you promptly and provide a solution with the respect, kindness, and care that we strive to offer every customer. Your feedback will certainly be shared with her.
We are also thrilled that you enjoyed our signature gift wrapping and found it as beautiful as we intended it to be. It is wonderful to know that even the smallest details contributed to your experience.
Thank you for choosing Carolina Herrera. We look forward to accompanying you on your fragrance journey and hope you enjoy discovering the Good Girl collection in the future.
Your Carolina Herrera Team
F
Fatina · 1 review · Experienced 2026-06-01 ·
★★★★★
Carolina customer service at its absolute best!
Choosing a brand like this means embracing quality, but what really amazed me was the incredible human touch behind it.
When I needed support regarding my purchase, the customer service team and Martina in particular treated me with absolute kindness, elegance, and genuine care.
Martina was incredibly attentive and reassuring, turning a delicate and stressful situation into a wonderful experience.
It is so rare to find a team that makes you feel this valued.
I couldn't be happier or more grateful! 🌟
Reply from Carolina Herrera2026-06-02
Dear Fatina,
Thank you for your feedback.
Our main objective is to provide an online experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Martina's service, and we would like to thank you for taking the time to tell us about your satisfaction.
We hope you continue to enjoy your products!
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back again!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
K
Knc · 26 reviews · Experienced 2026-05-23 ·
★★★★★
Fantastic customer services
Fantastic customer services
Sorted out my issue fast and kept me informed
Thank you
Reply from Carolina Herrera2026-05-28
Hi,
Thank you very much for taking the time to share your feedback about your experience with us.
We are happy to hear that your issue was resolved quickly and efficiently, and that you were kept well-informed throughout the process. This level of clarity and responsiveness is exactly what we strive to deliver.
At Carolina Herrera, we are always committed to ensuring that every customer interaction is handled with care, efficiency, and attention.
Thank you again for your trust and your feedback. We look forward to assisting you again in the future!
Your Carolina Herrera Team
A
Andy Follett · 10 reviews · Experienced 2026-05-26 ·
★★★★★
Prompt resolution
I have had a few years experience of purchasing from Carolina Herrera and on this last occasion had an issue that was promptly and professionally delt with by Georgina b
Reply from Carolina Herrera2026-05-26
Dear Andy,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding the service provided by Georgiana, and we would like to thank you for taking the time to tell us about your satisfaction. We are beyond pleased to hear that you have been purchasing our products for a few years now and we are glad that everything was resolved for you.
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
J
James · 6 reviews · Experienced 2026-05-21 ·
★★★★★
Unacceptable Company Policies!
Inside the sealed box was damp, and I noticed the leaking of the defective bottle. I felt I wasted my time, and the effort I by taking the time in providing photos of receipt, contents with box, and video of the defective bottle.
The claim department ignored the fact I stated in the email it was leaking, and it's obvious that there was no claim on my reporting of any mention of broken or missing components. The customer service rep emailed me, and stated the reason for denial of my claim by the claim department is the fact the photos, and or video don't show broken and or missing parts. This just goes to support my claim that you really the claim department really didn't pay attention to my email to effectively investigate my claim. My wife's out the money, and the product was a hazard around our children.
So what would be my opinion on how the company could improve.
1. Put customer satisfaction as a core of the company.
2. The claim department should pay attention to customer's email(s) detailing the issue(s) , and process the claims accordingly in a timely manner.
3. Issue a replacement of the product, as the customer in good faith purchased the product, and company should in good faith stand behind their product.
I gave the one star on this review as it's the lowest rating otherwise it would be no stars.
Update:
As of June 1, 2026 the manufacturer has not reached out to me privately.
There is a common issue of these bottles leaking. The manufacturer ignores these claims, and consumer doesn't receive a replacement.
This is by far the worse company in the United States! 😞
Reply from Carolina Herrera2026-06-01
Dear James,
We are sorry to hear about your experience and the condition in which your order was received.
We understand your concerns regarding the leaking product, the condition of the package, and your disappointment with how your claim was handled. This is not the standard of service we aim to provide, and we sincerely apologise for the frustration and inconvenience caused.
Please be assured that we have already reached out to you privately.
Thank you for bringing this to our attention.
Your Carolina Herrera Team
I
Isamar Lucio · 1 review · Experienced 2026-05-08 ·
★★★★★
Amira M was very helpful in solving the…
Amira M was very helpful in solving the issue with my order. She assured me she would keep me updated on my order and that everything would be included
My questions were answered very quickly and helped me through the process of making my order
Reply from Carolina Herrera2026-05-14
Dear Isamar,
Thank you for taking the time to share your experience with us.
We are happy to hear that our brand ambassador Amira was able to assist you efficiently and keep you updated throughout the process.
Providing attentive support and ensuring a smooth ordering experience is very important to us, and we’re so pleased your questions were answered quickly.
We truly appreciate your kind words and look forward to assisting you again soon.
Your Carolina Herrera Team
R
Richa Arya · 1 review · Experienced 2026-05-13 ·
★★★★★
Bruna was very helpful and…
Bruna was very helpful and knowledgeable. I was worried about receiving a fake perfume. Bruna helped me with my concern.
Reply from Carolina Herrera2026-05-14
Dear Richa,
Thank you for taking the time to leave us this wonderful review about the service your have received from Bruna, she will be overjoyed about your 5 Star review!
Comments such as yours truly matter to us as our main goal is to offer a memorable experience to all of our customers.
We hope that you will enjoy your purchase and continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
Afful F.. Is very efficient he helped me with a missing package and keep me updated every step..
Reply from Carolina Herrera2026-05-14
Dear Veronica,
Thank you for taking the time to share your experience with us.
We are happy to hear that our brand ambassador Afful F was able to assist you efficiently with your missing package and provide clear updates throughout the process. We understand how important it is to stay informed, and we’re pleased that his support and communication helped make the situation easier for you.
Your kind words mean a great deal to us, and we will be sure to share your feedback with Afful and the wider team.
Thank you again for choosing Carolina Herrera, and we look forward to assisting you again in the future!
Your Carolina Herrera Team
I received an immediate response from the representative. She was able to answer my questions.
Reply from Carolina Herrera2026-05-13
Dearest Customer,
Thank you for your kind words! We are thrilled to hear that you received immediate assistance and that everything went smoothly.
Your feedback is greatly appreciated. We look forward to helping you again in the future!
Your Carolina Herrera Customer Team
Customer advisor Karolina P quickly and accurately provided me with information and advice on which perfumes to use as a replacement for VIP Party Fever. Thank you very much.
Reply from Carolina Herrera2026-05-13
Dear Joanna,
Thank you for your kind words. We are thrilled to hear that our brand ambassador Karolina was able to assist you quickly and professionally.
Your appreciation truly means a lot to us, and we will be sure to share your message with her.
We look forward to welcoming you back to Carolina Herrera soon and providing you with an equally excellent experience in the future.
Your Carolina Herrera Team
S
Stephen Dickel · 3 reviews · Experienced 2026-05-07 ·
★★★★★
Very swift response rate
Very swift response rate
Encouraging support, good communication.
Reply from Carolina Herrera2026-05-11
Dear Stephen,
Thank you for your kind words! We are thrilled to hear that you received immediate assistance and that everything went smoothly. Your feedback is greatly appreciated.
We look forward to helping you again in the future!
Your Carolina Herrera Team
I ordered a size too small and reached out for assistance on on an exchange. Sara A was very prompt in responding and very helpful. I'm awaiting the next size now!
Reply from Carolina Herrera2026-05-12
Dear Laurie,
Thank you for taking the time to share your experience with us.
We are delighted to hear that our brand ambassador Sara was able to assist you promptly and provide helpful support with your exchange request. Ensuring a smooth and pleasant experience for our customers is very important to us.
We hope your new size arrives soon and that you will love it.
Your Carolina Herrera Team
Fantastic and very responsive customer service very kind and helpful. I felt like they really wanted to accommodate my needs that accompanied with fantastic products. I am a Carolina Herrera customer for life. Abir was amazing.
Reply from Carolina Herrera2026-05-05
Dear Celeste,
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Abir's service, and we would like to thank you for taking the time to tell us about your satisfaction.
We are glad that everything was sorted and that you enjoy our products. We hope to welcome you back soon!
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us.
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
V
Vanessa · 1 review · Experienced 2026-04-27 ·
★★★★★
Amira was a very kind and lovely person…
Amira was a very kind and lovely person to me. She helped me solve my problem immediately. The best customer service ever! I wish all customer service was like her🌸💖
Reply from Carolina Herrera2026-05-04
Dear Vanessa,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Amira's service, and we would like to thank you for taking the time to tell us about your satisfaction.
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a great week!
Kind regards,
Your Carolina Herrera Team
J
JoJo · 1 review · Experienced 2026-04-27 ·
★★★★★
Customer service agent Abir was polite, patient and helpful
Customer service agent Abir was very helpful which made the process so much better.
Reply from Carolina Herrera2026-05-01
Dear JoJo,
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Abir's service, and we would like to thank you for taking the time to tell us about your satisfaction.
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a great weekend!
Kind regards,
Your Carolina Herrera Team
C
Consumer · 1 review · Experienced 2026-04-28 ·
★★★★★
I had a very positive experience with Carolina Herrera’s customer service
I had a very positive experience with Carolina Herrera’s customer service.
I contacted them to ask whether a specific product had been discontinued.
Daisy S was incredibly helpful throughout the process. She was very kind and provided clear information.
Thank you for the excellent service.
Reply from Carolina Herrera2026-04-30
Good afternoon!
Thank you for your feedback.
Our main objective is to provide an experience that exceeds your expectations. It is with great pleasure that we have read your positive feedback regarding Daisy's service, and we would like to thank you for taking the time to tell us about your satisfaction.
Your compliments reinforce us in our daily effort to offer the best to our customers.
If you need any further assistance, please do not hesitate to contact us. We hope to welcome you back soon!
Our team wishes you a great day!
Kind regards,
Your Carolina Herrera Team
E
Elizabeth · 1 review · Experienced 2026-04-22 ·
★★★★★
Abir the best customer service representative.
First of all i want to say a very big thank you to Abir a customer service representative. Abir is such s sweet person.
I had an issue with a wrong delivery address spoke to 4 representatives who were reluctant to help. I lost hope and thought i wouldnt get my package anymore. Then for the last time i tried and Abir was there. From the moment she picked up the call till the day the package was delivered she has been of great help. She helped changed the address kept updating me on the status of delivery through emails and finally i got the package today.
Out of frustration in the begining i promised not to buy again from CH but Abir made me feel better and i will continue to buy for Carolina Herrera
Her customer service is top notch. Thank you once again Abir you made me happy.
Reply from Carolina Herrera2026-04-28
Hi Elizabeth,
Thank you for your lovely feedback.
We are sorry to hear about the initial difficulties you faced, but we are very happy that our brand ambassador Abir was able to turn things around for you.
Your kind words mean a lot, and we will be sure to share your feedback with Abir. She will be happy to know she made such a positive difference. Providing caring, attentive, and proactive support is exactly what we strive for, and it’s wonderful to see this reflected in your experience.
We hope that you will continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
