carvela.com Reviews 

I ordered a pair of shoes over a week ago and still have had no dispatch email and the tracking number they gave me also doesn’t work. I’ve tried contacting them a few days ago and didn’t get a response. There isn’t even a live chat or customer service phone number so it is very difficult to get in touch with them about possible missing orders.

Order no xyz . 24th November Not delivered.
Evri can't locate the parcel
Carvella say it has been delivered but cant provide proof.
Neither companies now responding. Cannot speak to a human and no replies to emails or chatbots.
I have contacted our bank to deal with them. Truly awful companies to deal with AVOID these charletons at ALL costs. Worst customer experience ever.
Didnt relaise the 1.9 TP review befpre purchasing, but beleive me it is a true reflection of thier performance.

I ordered a pair of boots which were a very large size 5. I went on the portal to return them and found it doesn't work and neither does the return form. I have emailed endless times and had no response. I have no idea what to do next as I have a pair of boots worth £99 that dont fit and I just want my money back.
This is disgusting customer service and I will be taking it to trading standards or taking legal action if not contacted soon.

After placing my order on 30th November and having it confirmed twice I finally heard yesterday that it had been cancelled! At least the refund came through quickly, which I wasn't expecting given the history of my order. I would never order from this company again. They need to have a dedicated Customer Service team at the end of a phone line that customers can contact and actually speak to, until then sadly I can't see the woeful reviews on here improving.

#750977563
Carvela, its saddens me that you are investing ££ in personnel time to reply to Trustpilot Reviews but still the back end is not working to deliver items / return items / reply to emails. I appreciate that replying to reviews is important and it helps protect your brand but the facts remain:
You have £354 of my money for 6 items from the 30th November.
1 item is STILL missing with no tracking available.
3 arrived too late
I have been trying to return these items for a week and no option is allowing this

I ordered these items to allow us enough time to try them before Christmas and return what we don’t need for a refund.
The online chat STILL doesn’t work.
The emails are STILL not being responded too.
The automated return portal isn’t working
The manual return portal isn’t working

I appreciate your reply from last night stating that someone will be in touch but they haven’t and I am now very concerned that I won’t get my refund before Christmas which will put me in a very difficult position.
I appreciate it’s a busy time but if you are struggling to offer the service to your customers then it may be worth holding back on the marketing mailings you are continuing to send knowing the back end is in a mess.
I need this to be resolved within 24 hours or I will re engaging with the retail ombudsman and my legal team.

Very Uncomfortable boots Overrated and overpriced.

Was looking for a pair of shoes for my son‘s wedding. The selection was great and I ended up buying two different pairs for myself and also a pair for my daughter. With their inner shoe technology it just makes them so comfortable! Highly recommend!

Wish I’d looked on her before ordering with Carvela.

Ordered 3 pairs of boots and only one pair have arrived. Spoke to a customer services agent who said would get back to me, they followed up with a link to say my order was complete, even though I’d explained I’d received 1 pair not 3!

I’ve emailed multiple times and no response, chat now doesn’t work so I’ve tried the emailing the support that emailed me, and also used the website contact email and still nothing,

I’ve sent images of the delivery note to prove I’ve not received the full order. And still nothing. This has been going on for over a week and complete silence from them.

They’re very happy to take your money but there’s no sign of my order, which I placed over a week ago. The tracking information on the email they sent doesn’t work, there’s no way of contacting them other than via email, and I’ve had zero response to the email I sent.

My advice? Don’t shop here. I won’t again.

The saleswomen made me feel bad by gossiping among themselves because I didn't speak English clearly and they started making fun of each other. Very stupid. They don't deserve to work there.

I am extremely disappointed with my recent order experience. On the 5th December 2025 my package was marked as delivered, but it never arrived at my address. I checked with all my neighbours and looked around the area, but there was no sign of it. Even the delivery map showed it was dropped off at the wrong location.
I contacted the delivery company, but they were no help at all. I have also tried reaching out to the company I ordered from multiple times and have received no reply. This has been incredibly frustrating, and I’m still without my order. Very poor service overall.

At this point, the right step would be for the company to properly investigate the issue, confirm the delivery error, and either resend my order or issue a full refund. Good customer service means responding to customers promptly and taking responsibility when something goes wrong. I hope this is resolved quickly, because this experience has been unacceptable.

DO NOT ORDER FROM THIS COMPANY!!!!
Order was supposed to be delivered on the 6th December. The delivery has still not arrived. I have contacted Carvela Customer Service twice now and have received no reply even though they say they will be in touch. I cannot believe a Company who charge top prices for their products is so unhelpful and for there to be no contact telephone number is appalling. I wish I had read the reviews before I ordered, lesson learned.
CARVELA, PLEASE REFUND MY MONEY AS I HAVE REQUESTED.

Unacceptable customer service!
Received a pair of boots from Carvela which were ordered via their website. Unfortunately they were too big so need to return them for a refund.
Online Returns Portal doesn't work, directed to fill out the 'alternative form', that doesn't work either.
Emailed Carvela through via their email link on the website, did not receive a confirmation email they received it and to-date heard nothing back from them.
Contacted Kurt Geiger who owns the brand Carvela via email, still no response! Tried calling their Head Office only to hear a message ‘our lines are busy please call back within are opening hours’ then the line goes dead!
Have now emailed the CEO of Kurt Geiger, Neil Clifford! I'm not holding my breath that I'll hear back from Mr Clifford.
Next step will be to seek legal advice.

Is there anyone else that has been is this situation and how did you get it resolved?

Carvela sent me boots that had clearly been worn with stickers removed in a damaged but box that had clearly been sellotaped back together. When I complained I was fobbed off. When I escalated it to a so called manager called Zachary he offered a multi stage returns procedure for ‘my convenience’ I returned the used boots in the same damaged box they were sent in and sent proof of return. Zachary then closed the complaint as ‘solved’ but no refund was issued. Zachary then said a refund could not be issued until they had received the used boots they can’t sell and no replacement was ever offered. I am still owed £59 2 weeks later. You claim that someone has emailed me to resolve the issue which is clearly for the benefit of trust pilot because no one has emailed me to resolve it. Why do you have to wait until they are in your warehouse? You can’t sell them. What if the package goes missing or you make yet another error? That’s not my problem. The fact is I have paid you £59 for a pair of boots which were used, I no longer have the boots and I have sent proof of return so whether they are in your warehouse is irrelevant because I don’t have them. So you either need to refund £59 at a bare minimum bearing in mind the time you have wasted, the inconvenience you have cause, the appalling customer service and my fuel or send the same boots that haven’t been worn or send a voucher for more than £59

Disgusting behaviour by Alanna and Amy plus the other woman at Cribbs Cause Way Bristol.

I originally ordered some shoes for a very special event. The shoes never arrived, tried emailing customer service never got a response. After a few weeks, someone who was on a community chat had mentioned my name and so a friend told me. These shoes were delivered 10miles away!!!

Opened them, it was the wrong colour and size! Went into the shop, no apologies or sympathy that now with a baby this was my second visit not to mention the trip of going and collecting them.

I decided to exchange them for the correct colour and size. Alanna said I am not able to exchange or get a refund as the shoes says not delivered I have never heard of that. She said leave them with me buy these ones and by end of day I will refund them. I stupidly said okay!

A few days later she said I still can’t refund them you have to come in with a card and I do it manually, I thought that’s so bad now I would be making 3 journeys going there. I asked for some discount or a gift card given all the inconvenience caused and the journeys I have had to make. I was told no. I then decided to write a review on google and explained that i would as I am not happy.

A few says later went into the store, the other lady with a black hair potentially in her 40’s not sure of her name hence why describing. I said I don’t really want to wait around please could you do the refund. She said “oh no the manager is so upset for you and your review she wants to make everything better wait I get her”.

Amy “manager” came down. This is what said, in a shouting loud horrible tone of voice.

“YES, WHAT DO YOU WANT? I SEEN YOUR REVIEW ABOUT ALANNA ITS DISGUSTING PUT THE REVIEW DOWN, IF YOU DONT PUT THE REVIEW DOWN YOUR NOT WELCOME HERE.” I was absolutely shocked, I said keep your voice down i have a baby your scaring her she said “so? I also have children “ oh my goodness I was just shocked, I said if you don’t leave as my baby is getting scared and starting to cry then I will call the police. - and I did. She is violent rude and unprofessional I simply cannot digest who put her there as a manager they must be blind.

Meanwhile, whilst my baby is crying im trying to contact police, Alanna says tap your card. I was traumatised absolutely shaken my baby infant under 1 was shocked crying my goodness, not even animals behave in this manner. I come to see she has given me £70 instead of £111. I have contacted customer service and 2.5 weeks later no one has written not given me the correct money back. This is theft. Disgusting behaviour.

I recently purchased a handbag with a matching purse from Carvela as a birthday gift for my mum. Unfortunately, the experience has been extremely disappointing. When the delivery arrived, the package had clearly been opened, and the purse—which I paid a lot of money for—was missing. Only the handbag was inside.

I immediately contacted the company, but their response has been very unprofessional. Despite multiple emails, they have offered no real solution and have not made any effort to investigate where the missing purse went. There has been no accountability, no reassurance, and no proper customer service throughout the process.

This was meant to be a special birthday gift, and I was genuinely upset that my mum did not receive the matching purse that was part of the set. The lack of support from Carvela has only added to the frustration.

Based on my experience, I am extremely disappointed and would not recommend purchasing from Carvela. Poor service and no resolution to a problem caused on their end.

Please contact me on 07596942694 if you can resolve this issue. Thank you

I think Carvela.com should be avoided at all cost. My daughter's birthday just before Christmas. She gave me a list of items she would like. I decided to buy the five items listed from Carvela Black Friday deal costing £400 when receive they were tightly packed in one of their plastic bags, but when checking there was only four items. I immediately reported this to the company. I received email from Hemant Sawant customer services for pictures of the bag and the items, how they were packed. I did this also including pictures left by the delivery company. Missing item pair of short boots there was no way they would have fitted in this delivery bag. The next day received email from Hemant Sawant insinuating that they had not received any reply from myself and that I should reach out also saying they did not believe me and they were not going to replace the missing item. I have challenged Hemant Sawant to pack the five items again in one of their large bags obviously I have had no reply because this is not possible. I have never ever had an experience like this, being called a liar. From previous emails seems she is trying to protect her staff at customer expense almost £100. I just wish I had read previous reviews before my purchase. I have tried a telephone number received from my credit card company which does not work.

JUST TO UPDATE

Looks like a very nice reply from a caring person but again not received any email reply from anyone. I still cannot believe that Carvela can do this to there customers. I will keep this updated. Thanks for reading and hopefully don't happen to you.

Trying to return an item but returns portal does not work. It won't let me generate a return label. I've submitted multiple forms to send an email via their website but no confirmation received and it's been days and I've not heard back. Facebook link on website is faulty. I've tried to chat via a representative on the website but I never actually get connected to anyone. Need to return these two items before my return window closes.

I ordered my boots to the shop. They arrived the 21st Nov, and I picked them up on the 22nd.
When I received them they looked second hand and damaged.

I contacted customer service and they accepted the issues mentioned above, so I returned them.

After chasing the company for confirmation of my refund, they confirmed from my ticket they had received my item back on the 26th Nov. I am still yet to receive an email to confirm or an update on the returns portal that the items are returned, and confirmation that my return has been processed.

Trying to return an item but returns portal does not work. Tried to send an email via their website but no confirmation received so not even sure if the request has been successful. Facebook link on website is faulty.

Carvela has responded quickly once asked so I’ve changed my rating however they do need to check on their technical systems, as something clearly not working (ie incorrect Facebook link, no reply to confirm email has been sent from the main website)