I ordered 2 items, and only received 1 and the customer service has been atrocious. Even though I have sent photos of the package, reported it straight away they refuse to believe me. My bank h... Toon meer
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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... Toon meer
Bedrijf heeft geantwoord
I ordered shoes from Gateshead Annabelle was amazing thank you so much for your professionalism. Tanisha at the Trafford centre helped me locate the sandles she was outstanding customer service. Y... Toon meer
Bedrijf heeft geantwoord
Carvela please continue making your beautiful designs. They are like no other out there. Your innovation for glamour alongside comfort is brilliant. The customer service delivery was seamless and o... Toon meer
Bedrijf heeft geantwoord
2,8
Gemiddeld
423 reviews
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Really good customer service given the circumstances which was my error
Have to say, customer service has been amazing for me. I recently returned the wrong item to Carvela in the post and emailed them to see if they could send it back to me to send to the correct company. The company sent it to me free of charge which they didn’t have to do.
The bags purchased from the company are also lovely and I will shop again.
2 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Connie,
Thank you so much for your kind feedback! We’re delighted to hear that our customer service was able to help you with your return and make the process easier. It’s wonderful to know that you’re enjoying your bags and that you plan to shop with us again. Your support truly means a lot!
Kind regards,
Team Carvela
I am reaching out again to see if…
I am reaching out again to see if anyone can solve this problem. Absolutely disgusted at how they expect me to pay for a bag I didn't receive. With promises of getting back to me. I have not received and this was delivered to my doorstep not my safe place. As of the consumer act of 2015 they really should right and see that they gave not met there end of the sale.
10 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Margaret,
We’re sorry to hear that you remain dissatisfied with the outcome. As previously advised, based on the courier’s confirmation and delivery evidence, the order was delivered compliantly to the address provided at checkout.
If you require any further assistance with any new information or would like to continue the discussion, we kindly ask that you respond on the same email thread so the relevant team can review your correspondence in full and assist accordingly.
Kind regards,
Team Carvela
Delivery shocking
Product great. Delivery shocking! Evri - took over two weeks to arrive, kept changing the delivery day. Unless there is another choice for delivery you may lose a loyal customer
2 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Catherine,
Thank you for taking the time to share your feedback.
I’m really pleased to hear you loved the product, but I’m truly sorry that the delivery experience let you down. Waiting over two weeks and having the delivery date repeatedly changed is incredibly upsetting, and this is not the level of service we want for our customers.
We really appreciate you bringing this to our attention, and we’ll be passing your comments on as constructive feedback to our courier so we can help prevent this from happening again.
Your loyalty means a great deal to us, and we hope to have the chance to give you a much smoother experience in the future.
Kind regards,
Team Carvela
Items arrived in execellent condion and…
Items arrived in execellent condion and on time and very happy with everything and i will be using you again so thank you very much
18 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Alan,
Thank you so much for your kind words! We’re delighted to hear that your items arrived in perfect condition. t’s wonderful to know you’re happy with your purchase, and we truly appreciate your support. We look forward to welcoming you back again soon!
Kind regards,
Team Carvela
Absolutely love my boots
Absolutely love my boots, quality and very comfortable
17 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Jeanette,
Thank you for your wonderful feedback! We’re thrilled to hear that you love your new purchase. We truly appreciate your support and hope you enjoy wearing them for many occasions!
Kind regards,
Team Carvela
Great quality and fast delivery
Great quality and fast delivery. Thank you 🫶
15 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Angelica,
Thank you so much for your lovely review 🫶
We’re delighted to hear you’re happy with the quality and fast delivery. We truly appreciate your support and hope you enjoy your purchase!
Team Kurt Geiger
no response from customer care
I contacted customer care via email as I had a query about a pair of sandals. I got an auto reply saying they would reply in 48hours max. Well this was last week and no reply yet. I ve got two sandals in the cart but just read reviews here and don't think I ll be proceeding to check out
12 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Simone
Thank you for your feedback, and we’re very sorry to hear that you haven’t received a response yet. We understand how frustrating this must be, especially when you’re waiting to place an order.
Could you please share the requested details with us? Once we have them, we’ll review this with our Customer Service team and get back to you via email with an update as soon as possible. Thank you for bringing this to our attention.
Regards,
Team Carvela
Never recived my birthday discount…
*****update *****
Received a repsonse from Suraj to sign up to newsletters. Nothing to do with my query at all. And i sent him a screen shot that i am in fact signed up to newsletters so im not even sure why i was asked to do that. Provided proof from the emails i receive FROM Carvela. The WORST CUSTOMER SERVICE OUT THERE. Interesting to see where this goes.
Never recived my birthday discount code. Reached out to customer service where I was asked to update my account and let them know when its done. Still didnt receive the code and they closed the ticket. Replied again and 3 times I get asked in a generic email template to update the account (i did and showed them twice a screenshot of the date saved) they dont seem to read the emails at all. Same email template sent by Riya, Sumayya and Victor. Knowone is actually reading the emails or trying to resolve the issue. Not going to bother ordering now due to the customer service Carvela provide to customrs.
6 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Sinead, thank you for taking the time to leave the review. We are sorry to hear about this. Please know that we've shared the details with the appropriate team, and they should be in touch with you via email soon.
Kind regards, Team Carvela
Online payment system failed using all methods
Tried to purchase trainers but the online system failed to accept any method of payment.
This has now happened twice... I think the training shoe advertised wasnt available at all - very disappointing as I like your products
4 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi McFie,
We’re very sorry to hear about the difficulties you experienced while trying to purchase your trainers and understand how frustrating this must be.
Could you please share the requested details with us? Once we have them, we’ll review this with our customer service team and get back to you via email with an update. Thank you for bringing this to our attention.
Regards,
Team Carvela
Dreadful customer service. Avoid.
Carvela’s customer service is dreadful. No phone support, only curt, copy-paste emails that clearly aren’t read properly. My parcel was dumped outside my gates, went missing, and they simply hid behind a courier photo and policy excuses. Zero accountability, zero empathy.
Just look at the Trustpilot scores to see the consensus. My experience sadly matches what countless others are saying.
Nice shoes. Shockingly bad company. If something goes wrong, you’re on your own. Avoid.
FINAL RESPONSE TO CARVELA on Trustpilot below:
Carvela state this was ‘doorstep delivery’. My property has locked gates and no access to the house without being buzzed in. The parcel was left outside the gates, around 50 metres from the front door, so it was never delivered to me. I did not receive the item, and Carvela refused to take responsibility, instead deflecting to EVRi and PayPal. Their response here speaks for itself, as does their Trustpilot rating. Their response is hardly surprising and tells you everything you need to know about how they operate! Thank you Carvela.
3 februari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Jo,
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how disappointing this situation has been.
We’ve reviewed your ticket with our Customer Service team and can confirm that your order was delivered by EVRi. Tracking details and a delivery image were provided, and parcels left at the doorstep are considered compliant delivery. As this matter was escalated to PayPal, they conducted an independent review using evidence from both parties and made the final decision; unfortunately, we’re unable to influence their outcome.
We truly appreciate you raising your concerns and regret the frustration this has caused. While we’re unable to reopen the case or advise further, we recommend contacting PayPal directly for any additional support. Your feedback has been noted and is important to us.
Regards,
Team Carvela
I am still waiting to receive dispatch…
I am still waiting to receive dispatch on a pair of boots I ordered from Carvela. The £129 has been taken from my account. I haven’t had a response from email to Carvela enquiring about shipping of boots. I didn’t receive an order confirmation although, as said above, money has been deducted from my account by Kurt Geiger/Carvela.
Highly concerned after reading other reviews. Wish I had ordered the boots through John Lewis where at least I would get support for my enquiry.
14 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Grace,
We’re sorry to hear about your experience and understand your concern. Could you please share the requested details with us? Once we have them, we’ll review this with our customer service team and get back to you via email with an update.
Thank you for bringing this to our attention.
Regards,
Team Carvela
If I could rate it no stars I would dreadful customer service
If I could rate it no stars I would I ordered my goods online can’t say what they were like as I never actually received them their useless inept delivery service (Evri) left my parcel on my doorstep in full view on a very busy road despite there being 2 large wheelie bins that they could of left it down the side of .
When I informed them I didn’t receive my goods as the parcel was gone when I got home they basically told me it was my fault and I should of informed delivery service where to leave the goods ( I actually have told Evri in the past not to leave goods on doorstep ) so I have paid for goods that I did not receive and they point blank refused to resend or refund me absolutely disgraceful customer service and not my fault they use a cheap useless delivery service.
27 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Kelly,
We’re very sorry to hear about your experience and understand how frustrating this must be.
Could you please share the requested details with us? Once we have them, we’ll review this with our customer service team and get back to you via email with an update.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Excellent service and consistently great products
Excellent service and consistently great products. I buy the majority of my boots and trainers from Carvela as I love the variety of styles and quality.
26 december 2025
Review zonder uitnodiging
Antwoord van carvela.com
Hi Happy,
Thank you so much for your kind words!
We’re thrilled to hear that you love our boots and trainers and appreciate the variety and quality we offer. Your continued support means the world to us! 🌟
Regards,
Team Carvela
Lovely pair of shoes I got from Carvella
Lovely pair of shoes I got from Carvela and I got it on sale so it’s a decent price
23 december 2025
Review zonder uitnodiging
Antwoord van carvela.com
Hi Enny! 😊
Thank you so much for your lovely review. We’re delighted to hear you’re enjoying your Carvela shoes and even better that you grabbed them at a great price! Enjoy every step in them. 💛
Regards,
Team Carvela
Antwoord van carvela.com
Hi Ana👋,
Thank you for writing us a review.
I’m really sorry to hear you’re still waiting for your refund.
We’ve reached out to you privately to request a few details so we can review this directly with our Customer Service team. As soon as we receive that information, we’ll make sure to get back to you via email with an update and advise you further.
Thank you for your patience.
Regards,
Team Carvela
Good communication.
Good communication.
Speedy delivery
Excellent item
23 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Karly,
Thank you for sharing your experience. We’re so happy communication was clear, delivery was quick, and your item exceeded expectations.
Kind regards,
Team Carvela
Carvela have absolutely 0 customer…
Carvela have absolutely 0 customer service. This is now 2nd time my parcel has went missing via Evri. Carvela are no help so you have go back & forth awaiting email replies. You are then told conflicting information which doesn’t resolve the issue. They really need to sort out their customer service. Surely a company must have a complaints procedures in place?
15 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Laura,
Thank you for bringing this to our attention, and we’re very sorry to hear about your experience. We understand how frustrating this situation must be, especially with repeated delivery issues.
Could you please share the requested details with us? Once we have them, we’ll review this with our customer service team and get back to you via email with an update.
Thank you for taking the time to let us know.
Regards,
Team Carvela
Prompt delivery
Love the heels only issue is the bit that separates the ankle straps moves, would have been better if it was fixed in place especially as they are expensive
22 december 2025
Review zonder uitnodiging
Antwoord van carvela.com
Hi Elizabeth,
Thank you for taking the time to share your feedback and for your kind words about the heels. We’re delighted to hear that you love them. We also appreciate your comments regarding the ankle strap detail and will be sure to pass this feedback on to our product team for future consideration.
Thank you again for your support.
Regards,
Team Carvela
Fab boots
This is the second pair of Headline boots I ordered. They are so comfy. Ordering so easy and arrived quickly and well packaged.
16 december 2025
Review zonder uitnodiging
Antwoord van carvela.com
Hi SJ,
Thank you so much for your lovely review! We’re delighted to hear you’re enjoying your second pair of Headline boots; they really are incredibly comfy. We’re also glad the ordering process was smooth and that everything arrived quickly and well packaged. We appreciate you choosing us again!
Regards,
Team Carvela
Dont buy from this company
Dont buy from this company.
I returned the shoes and haven't got my refund. I sent 2 emails and no communication at all. I'm so disappointed.
Please refund my money order 751020799
15 januari 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Karen,
Thank you for taking the time to share your review.
I can confirm that the refund for your returned shoes has now been processed within our returns and refunds timeframe, and our Customer Service team has emailed you today with the full refund details and confirmation.
Regards,
Team Carvela
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