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
ع
عبير . · 1 review · Experienced 2026-03-16 ·
★★★★★
Damaged after 2 uses - Terrible Customer Service
I purchased a premium luxury item directly from the official CH Carolina Herrera website. Immediately after the second use, the item exhibited severe degradation and damage along the edges.
I contacted their online customer service, clearly stating the incredibly brief timeframe of use. Instead of conducting a proper physical inspection, their Quality Department rejected my claim twice using generic, automated templates, falsely categorizing the defect as "normal wear and tear." I formally challenged them to properly verify the item, as damage after two uses is undeniably a manufacturing and material defect, not normal wear. My local boutique also refused to provide any assistance.
The brand has failed to deliver a conforming product and unjustly denied my right to a replacement or refund. I request your intervention to enforce consumer protection laws and compel the brand to conduct an independent verification and issue a full refund.
Reply from Carolina Herrera2026-03-18
Hi,
Thank you for taking the time to share your experience. We are truly sorry to hear about the issue you have encountered with your item and understand your frustration.
Upon reviewing your case, we would like to clarify that your order was placed via the CH Carolina Herrera website (https://chcarolinaherrera.com/). Our team exclusively handles enquiries and orders made through the Carolina Herrera website (https://www.carolinaherrera.com/), and unfortunately, we do not have access to or visibility over purchases made on the CH Carolina Herrera platform.
To ensure your concern is properly reviewed and handled, we kindly recommend contacting the dedicated CH Carolina Herrera customer care team directly at: [email protected]. Their team will be best placed to assist you further and review your claim in detail.
Thank you for your understanding!
Your Carolina Herrera Team
S
Sydney Thompson · 2 reviews · Experienced 2026-02-27 ·
★★★★★
Bruna was wonderful
Bruna was wonderful. So kind and helpful. Appreciated her urgency to a specific matter and demeanor throughout the process.
Reply from Carolina Herrera2026-02-27
Dear Sydney,
,
Thank you for your kind review!
We appreciate you taking the time to leave this review.
We’re delighted to hear that you’re happy with the service we have provided. We will certainly pass your comments onto Bruna.
Customer satisfaction is at the heart of what we do, and your feedback motivates us to keep delivering great experiences.
We hope to continue welcoming you at Carolina Herrera in the future.
Kind regards,
Your Carolina Herrera team.
Thank you very much Karolina for your quick response and quick solution to the problem! Very professional approach to the customer !
Reply from Carolina Herrera2026-02-26
Dear Marcelina,
Thank you so much for your kind words.
We are glad to hear that you were happy with the support provided. Our brand ambassador Karolina will be thrilled to know that her quick response and professional approach made such a positive difference to your experience.
At Carolina Herrera, we always strive to provide exceptional service, and your feedback truly means a lot to us.
We thank you for the opportunity to make things right and look forward to welcoming you back to Carolina Herrera soon.
Your Carolina Herrera Team
So my Husband ordered a perfume for me and the freebies didn’t came with it (some was missing) but since I was in contact with Adysson and Anna everything was successfully resolved!!!!! Thank you girls!!! For all the help.
Other than I love Carolina Herrera products ❤️
Reply from Carolina Herrera2026-02-25
Dear Jessica,
Thank you for your kind words. We are thrilled to hear that our brand ambassadors Anna and Adysson were 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 the team.
We thank you for the opportunity to make things right and look forward to welcoming you back to Carolina Herrera soon.
Your Carolina Herrera Team
K
K P · 1 review · Experienced 2025-09-16 ·
★★★★★
DO NOT SHOP HERE
DO NOT SHOP HERE.
The worst experience ever. Will not buy
any thing else from this so called high end designer . Terrible customer service, no returned emails or calls from corporate. I was called a liar because I received an online order damaged/ stained . They refused to exchange . I had to pay $70 to get my bag back before it was disposed . Received in a cardboard box . I sent in its original red box and they had the audacity to say it was damaged when they received it so they chose to dispose of it? Who the heck are they to decide what I want to do with my box . My belongings ? I sent a picture of the box it was sent in but they still denied it Absolutely disgusted with this brand . I have reported them to the BBB and will reach all social media . Their treatment was disrespectful and unfair . The product was damaged and they refused to take responsibility . They lied over and over again and never got a call back from upper management. I get better treatment from Target .
Reply from Carolina Herrera2026-03-05
Dear Customer,
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 CHCarolinaHerrera, our lifestyle diffusion brand.
Our team exclusively handles requests related to the https://www.carolinaherrera.com/ website.
Please find here the contact details of CHCarolinaHerrera, the correspondent team will be able to assist you further: [email protected]
Your Carolina Herrera Team
M
Miss Jazmine Thompson · 5 reviews · Experienced 2026-02-24 ·
★★★★★
I would 100% recommend!
I asked them a question which required them to do some digging for me, they was fast and efficient in finding the answer to my question. Beatriz L and Josiane K are both extremely attentive and have excellent customer service skills.
Reply from Carolina Herrera2026-02-24
Dear Jazmine,
Thank you for taking the time to leave us this wonderful review about the service you have received from our Beatriz and Josiane, they will be overjoyed about your 5 Star review!
We are glad to read that we have been able to assist you, and we thank you for the opportunity to offer you a memorable experience.
Our team wishes you a wonderful day we and hope that you will continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
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.
Reply from Carolina Herrera2026-02-19
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
L
LL · 1 review · Experienced 2026-02-10 ·
★★★★★
Customer Service
Abir helped me with a missing package. Abir was quick with responses to help me solve the issue.
Reply from Carolina Herrera2026-02-10
Dear Laxey,
Thank you for sharing your experience! We are delighted to hear that our brand ambassador Abir was able to assist you promptly and provide an excellent customer support experience.
Kind words such as yours mean a lot to us, and we will be sure to share them with her.
We look forward to assisting you again in the future and making every Carolina Herrera experience a positive one.
Your Carolina Herrera Team
V
VW · 1 review · Experienced 2026-02-06 ·
★★★★★
Exceptional customer service provided…
Exceptional customer service provided by Carolina Herrera who have replaced my perfume due to a fault with the bottle. My customer service assistant Camilo V was wonderful.
Reply from Carolina Herrera2026-02-06
Good afternoon,
Thank you for providing us with 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, and we are glad that Camilo was able to assist you promptly.
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 weekend!
Kind regards,
Your Carolina Herrera Team
RESPONSE TO YOUR REPLY
It's a first time I'm hearing that this discount code can't be used on sale item, please double check my conversation with you and also your website.
It feels like you telling more lies with every single message you're sending.
I purchased the discovery set specifically because it included a redeemable code equivalent to the set’s value.
Despite multiple follow-ups, the code was not received.
I was only told after 5 days that it had supposedly been sent. During this delay, the perfume price increased.
I still don't have the code and now unable to purchase the bottle at the reduced price.
This situation has arisen solely due to delays on your side, which I communicated to the Customer Service, stating that I expect you to honour the original price or issue a replacement code reflecting the difference, which they refused.
Looks like I will have to find a new favorite perfume.
Reply from Carolina Herrera2026-02-04
Dear Raminta,
Thank you for taking the time to share your updated feedback with us. We wish to highlight that we understand how much upset this situation has caused you.
This is certainly not the level of service we aim to provide at Carolina Herrera. We can see that one of our Brand Ambassadors has already reached out to you and assisted with your return, and we truly hope the matter will be resolved to your satisfaction.
Once again, we truly appreciate your patience throughout this process and your continuous feedback.
Your Carolina Herrera Team
J
Jenny · 1 review · Experienced 2026-02-02 ·
★★★★★
Experience with customer services
I received an email stating that my order was cancelled, but it did not include a reason - which was disappointing. After contacting customer support, I received clear updates confirming my request and the expected response time. The response was delivered within the stated timeframe and was clear.
Reply from Carolina Herrera2026-02-02
Dear Jenny,
Thank you for sharing your experience with us. We are truly sorry to hear about the frustration and disappointment caused by the cancellation of your recent order.
Customer satisfaction is extremely important to us, and this is not the experience we want anyone to have with us; however cancellations can occur even at Carolina Herrera.
We truly appreciate your patience and your honest feedback, which helps us improve our service.
We hope to have the opportunity to restore your confidence in Carolina Herrera and to welcome you back in the future.
Thank you for your cooperation!
Your Carolina Herrera Team
S
Sean Preece · 3 reviews · Experienced 2026-02-01 ·
★★★★★
Very polite and patient service from a…
Very polite and patient service from a very helpful and nice lady Nicoletta
Reply from Carolina Herrera2026-02-02
Dear Sean,
Thank you for your kind review!
We’re beyond pleased to hear that you’re happy with the service we have provided. We are also glad that Nicoletta assisted you in a helpful and polite manner and we will certainly pass your positive feedback onto her!
Customer satisfaction is at the heart of what we do, and your feedback motivates us to keep delivering great experiences.
We hope to continue welcoming you at Jean Paul Gaultier in the future.
Kind regards,
Your Jean Paul Gaultier team.
M
Mr s power · 10 reviews · Experienced 2026-01-23 ·
★★★★★
Ordered gifts online for the first time…
Ordered gifts online for the first time through website. Nice and straightforward ie in stock. What was also offered was gift wrap and add message plus free postage. No added cost.
It all arrived. All I will say is 11 out 10.
The best online service I've experienced. Highly recommend. Gifts great. Presentation WOW. 😊
Reply from Carolina Herrera2026-01-26
Dear Mr. Power,
It is with great pleasure that we have read your wonderful feedback about the service you have received when placing your order with Carolina Herrera.
Comments such as yours truly matter to us as our maingoal 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.
Our team wishes you a great day!
Your Carolina Herrera Team
A
Angela · 1 review · Experienced 2026-01-17 ·
★★★★★
Online Order
I placed an order online. My order had been sitting in my cart for a few days. When I went to place the order I didn’t realize the coupon code for the free makeup bag, perfume miniature, and hand lotion was not longer attached to the order until minutes after I placed the order. I immediately looked for a place to cancel and reorder, but that wasn’t an option.
I emailed customer service and received a prompt response from Nicoletta.
I was disappointed to find out that company policy would not honor the coupon code after placing the order, which is understandable. Also, I was not able to cancel the order. This was the only reason I was placing this order so I was pretty disappointed.
However, Nicoletta was great in communicating that in a very professional and respectful manner, as well as providing alternative methods such as returning the item once I receive it and try ordering again (although she couldn’t guarantee stock and it can take up to a month).
Although I wear this perfume daily and absolutely love it, this is the first time I have ordered directly from Carolina Herrera. I have not received the perfume yet so my review is purely based on customer service, not delivery or packaging.
Will I order from Carolina Herrera directly again? I’m not sure. I tend to put items in my cart and wait a few days before purchasing so I could see this happening again and once again miss out on something. I also can’t say much for company policy. BUT I can say a lot for Nicoletta! I work with the public in a business setting. She handled the situation beautifully and with class!
Nicoletta is 5 stars, minus 1 for a disappointing company policy.
In reply, I wanted to clarify. The code was still valid. In fact, I just checked and it is valid as of today, three days later on 01/20/26. The code I tied to use was CHBEAUTYDUO for the makeup bag, perfume miniature, and lotion. So the frustration isn’t because the code expired. It’s because of policy that I couldn’t go back and cancel the order immediately to order again and add the code or have customer service add the code from their end. Thanks for the reply though!
Reply from Carolina Herrera2026-01-20
Dear Angela,
Thank you for taking the time to share such a detailed and thoughtful review.
We are sorry to hear about the disappointment surrounding the promotional offer and understand how frustrating it can be when a coupon expires before checkout, especially when it was the main reason for placing the order.
While our policies around promotions and order cancellations are in place to ensure consistency, we do appreciate you sharing this feedback, as it helps us continue to review and improve the customer experience.
That said, we are happy to hear about your positive interaction with our brand ambassador Nicoletta. We truly appreciate you choosing Carolina Herrera for your fragrance and hope that once you receive your order, the product itself lives up to the love you already have for it.
Thank you again for your honest feedback and for recognizing excellent service.
Your Carolina Herrera Team
J
Jose rios · 1 review · Experienced 2026-01-12 ·
★★★★★
Amanda R
Amanda R, helped my out get my refund from my missing/ stolen package. Very understanding and very helpful we need more people like her
Reply from Carolina Herrera2026-01-16
Dear Jose,
It is with great pleasure that we have read your wonderful feedback about the service you have received from our Amanda.
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 continue to choose Carolina Herrera in the future.
Our team wishes you a great day!
Your Carolina Herrera Team
Giulianna was great. The address I was using was a bit odd. Giulianna went above and beyond to make sure it was right.
I thought they messed it up because the entire address wasn’t displayed on the email. I asked for clarification and Giulianna got back to me immediately.
10/10 recommend. Thank you soo much.
Reply from Carolina Herrera2026-01-16
Dear Gregory,
Thank you for taking the time to leave us this wonderful review about the service your have received from Giuliana, she will be overjoyed about your 5 Star review!
We are glad to read that we have been able to resolve the address error and we thank you for the opportunity to make things right.
That being said, we hope that you will continue to choose Carolina Herrera in the future.
Your Carolina Herrera Team
K
Kapik · 4 reviews · Experienced 2026-01-09 ·
★★★★★
Best so far
I just want to say thank you to the entire team at the official store for taking care of my order. I purchased from the online shop, and the shipping was very prompt. The item was perfectly packed and in excellent condition. I can’t express enough how much I appreciate that there are people who truly care about how a product should be packed, presented, and delivered so professionally. Purchasing from the Carolina Herrera official website gives me hope that there are still companies that genuinely care about delivering their products in the best possible way. This delivery deserves 10 stars, not just 5.
Reply from Carolina Herrera2026-01-16
Dear Kapik,
It is with great pleasure that we have read your wonderful feedback about the service you have received when placing your order with Carolina Herrera.
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.
Our team wishes you a great day!
Your Carolina Herrera Team
F
Fred De la torre · 1 review · Experienced 2026-01-08 ·
★★★★★
Marcelo M
Marcelo M. (Carolina herrera)
He make a fast response to my problem
and solve the issue with professionalism
He is a great customer service agent
Reply from Carolina Herrera2026-01-16
Dear Fred,
We would like to thank you for taking the time share your satisfaction with our Marcelo, he will be truly thrilled about your wonderful review.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
M
Madison Eufer · 1 review · Experienced 2026-01-06 ·
★★★★★
I had a great experience ordering…
I had a great experience ordering through Carolina Herrera, as to be expected. The packaging was gorgeous and I just love the effort and timely manner of the customer service. Highly recommend, she has beautiful fragrances!! La Bomba is so nice and classy.
Reply from Carolina Herrera2026-01-07
Dear Madison,
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, 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.
We hope you continue to enjoy your La Bomba!
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!
Your Carolina Herrera Team
A
Ashley · 1 review · Experienced 2026-01-07 ·
★★★★★
1000/10 service, 5 stars!
Bruna was sooo helpful, I am extremely grateful for their help!!
Reply from Carolina Herrera2026-01-07
Dear Ashley,
It is with great pleasure that we have read your positive feedback about the service you have received.
We would like to thank you for taking the time to tell us about your satisfaction with our Bruna, she will be truly thrilled about your wonderful review.
Your compliments reinforce us in our daily effort to offer the best to our customers and hope to welcome you back to Carolina Herrera soon.
Our team wishes you a great day!
Your Carolina Herrera Team
