carvela.com Reviews 

Very disappointing. The shoes themselves were fine however I had ordered a pair of shoes on a Black Friday offer. The courier then lost the shoes and customer services said they could only refund and not send a replacement so I had to order them again and they cost £30 more. I think given the choice of courier (Evri) was made by them they should have sent a replacement. Customer services were not flexible at all.

As requested - original order was on 27 Nov 2025 and the replacement order was on 12 Dec 2025.

Bought a pair of lovely trainers and a pair of loafer shoes. Great quality and price in the sale. Delivery was quick. Love them both. Thank you.

2 pairs of boots were ordered, and apparently delivered by Evri.
The photo proof shows a doorstep, not mine, with a parcel ripped open to show whats inside .
I have tried contacting Carvella numerous times to firstly be totally ignored, then finally after the 4th email I received a generic message saying they have a photo of the delivery so I must have it. I've replied explaining it's not my doorstep but once again have been completely ignored. Shocking so called customer service. And a very expensive mistake ordering from thos 'reputable ' company.

I visited the Carvela Lakeside store on 3 January 2026 with my family, including young children. While trying on a few pairs of shoes, I briefly stepped away to attend to my toddler and speak to my husband, who was only a few steps away. I had already returned some shoes to the shelf and was still deciding on others.
A sales assistant publicly told me to put the shoes back because they were “expensive,” without offering any help or explanation. The way this was said caused another customer nearby to comment that this was “what people would normally do,” which made the situation even more uncomfortable and embarrassing, despite that customer not being involved or aware of what was actually happening.
The manner in which the staff member addressed us gave the impression that I had done something wrong, despite there being no reason for the situation to escalate. When this was calmly questioned, another member of staff instructed us to leave the store. At this point, the customer who had intervened earlier began waving her hand dismissively and stated words to the effect of “even you will have to leave now,” rather than allowing staff to resolve the matter professionally.
I have shopped at many Carvela stores over the years and have never experienced treatment like this before. The lack of professionalism and the way the situation was handled was deeply disappointing, and I will not be returning to this store.

I actually placed my order THREE times in total, first one arrived late and was all open and purse was missing, EVRI took it back and said I would get a replacement (I didn’t) I had to call to get a refund, placed second order (didn’t arrive!) EVRI sent same picture that they took of the first one stating it was “damaged” I contacted Carvela who said I would have to wait 10 Working days for a refund!!! I was not happy as this was no fault of my own, I reluctantly placed a third order (as this was a Christmas gift) and although I kept the handbag I felt it didn’t fit the description or picture as the bag was a square shaped and this wasn’t.
Overall really disappointing service mainly from delivery ( EVRI) but Carvela wasn’t as good as other times I have used them.

Fabulous styles, quality product, wrapped with care, delivered on time. I love Carvela.

Very bad experience with this online company. Awful customer service, return money still not reviewed after 2 weeks.
Avoid ordering and giving yourself hassle. Please

Really poor service from Carvela - DO NOT BUY
Do not buy!!
Ordered and received some boots and material peeled after first wear.
Customer service refused to acknowledge and said it was due to ‘external force’ that the boots got damaged so easily!!
Absolutely ridiculous when I paid the amount I did to be told that they are basically of poor quality and not acknowledged that they should last longer than one wear.
Really wished I had read the reviews about this shambolic business and disgusted with the service

Liked the products but hated the length of time it took for delivery and the lack of communication. It would put me off ordering again unless they change their delivery company.

I was very skeptical about ordering from this company after reading the reviews, which I only came across after placing my order and noticed that most of them were negative. However, my experience was completely the opposite. The bag arrived right on time, in perfect condition, with flawless packaging. The bag itself and the dust bag were both immaculate. Overall, I had a great experience and would definitely order from them again.

Reading through the reviews of others who have fallen victim to this shoddy business, infuriates me to no end. If only I had read these reviews before making a purchase. I bought two pairs of boots from Carvela online and I got just a pair. Packaging was tampered with and I escalated to both the courier company Evri, and Carvela. Evri courier person conveniently took a photo evidence that MY PACKAGE WAS NOT IN THE FRAME OF SAID EVIDENCE and sent to me as proof of delivery. I chased this with them, and also informed Carvela. Their extremely rude and unhelpful customer support basically said they received photo evidence and that was enough for them and no refunds/replacements will be made to me. I showed evidence photos that my parcel was obviously tampered with but they stood their ground and said they couldn’t help me. The only upside was I made payment using Klarna so I reached out to them and they paused payment temporarily until the issue is resolved to my satisfaction. While I’m confused on how to proceed, one thing is sure that I would rather take a credit hit than be swindled. DO NOT PATRONIZE THIS SHAM BUSINESS!!! You’d be doing that at your own risk. I honestly wish I came here before I went to their website. Smh

The items I ordered never arrived and when I contacted the company they said tracking showed they were left outside my residence and so they would not investigate the matter. I did not authorise anything to be left outside my property and could not locate the parcel. The customer representative was rude and unhelpful and essentially said it was my fault for not being home and not telling the courier ahead of time. AVOID AT ALL COSTS.

It has taken me 4 days to compose this message due to the upset it has caused.
With a surprise £150 budget from my husband to treat myself for Christmas (which is the first time in several years we have been able to buy ourselves something for Christmas), I made my first visit to the Carvela store at East Midlands Outlet on 13th December. I do not usually purchase branded items but as my existing knee length boots are almost 15yrs old I was excited after several attempts at various styles/sizes and help from the assistant where I discussed that I wished I had worn my socks to get a true feel and would probably need some bedding in, that I opted for a pair at £129. Following a few days of trialing these at home with socks, they just felt too tight/uncomfortable so I reluctantly chose to return.
Condensed comments for ease:
I returned to the Carvela shop on the evening of 18th December, greeted the two assistants and explained my dilemma and asked for a refund to be told only exchange or gift card available unless boots were faulty. I was internally distraught thinking I’d now not got a Christmas present and loss my husband’s hard-earned cash. I queried this as I was not told a refund was not acceptable and was told that “no outlet stores offer refunds”. Musing this I explained that I had purchased some shoes for my mums Christmas present from Clarks and told I could get a full refund before end of January 2026, along with recalling a refund I had on an M&S blouse several years ago. Asking to speak to the manager as I wasn’t happy, I was told one was not available, I asked if they could be available and was told there wasn’t a manager here. After further comments from one of the assistants about Kurt Geiger policy (which confused me as I wasn’t aware of the company affiliation), not refunding sale items which apparently I should have known these boots were, (despite having no sale labels) because that it what is sold at outlets, the fact that my purchase receipt stated no refunds (to which I suggested was a little late after I would have already paid) and the notice by the till which was not in direct sight when my transaction was performed - I was unable to get a refund.
Asking when a manager would be available and not getting a definite answer, I agreed to accept the gift card as I was not planning to return and was told I only had 14 days from purchase for this. As there was no manager, I explained I wanted the contact details of the head office to complain. The assistant provided me with a view of the screen for the complaint details, and my gift card transaction was being performed. Whilst waiting for this, a new assistant appeared and asked if I needed help, and I asked who she was, she told me she was the manager. This surprised me again as I was led to believe there wasn’t a manager. The subsequent conversation with this lady, was that she was next door at Kurt Geiger and she had been fetched as I was making the assistants uncomfortable with my confrontational behaviour… Continuing to remain calm, as I had not once raised my voice, argued, swore, behaved hostile or implied any personal insult but just expressed my upset and disappointment with the various explanations – accepting this was not going to be resolved, the manager did state that she would provide me with a gift card (which I thought was already being completed by the assistant) to which I acknowledged as “you will” as my patience had been completely exhausted and voice was breaking as I was close to tears. On leaving the store, I thanked both the assistants and stated to the manager that having worked in customer services for over 30 years, I thoroughly understand that people can get upset but I was hurt by her comments to which she again stated I had been confrontational, caused discomfort (when she had not been present during any of the initial discussions) and that I had been rude to her – at this point I shook my head and left.
I won’t document here how I felt for the next 3 days - but after many tears, no Christmas present, and a £129 gift card for a store I have no intention of ever visiting again I can’t imagine I will be shopping for a designer brand again and just return to supermarket purchases… Is there any way I can get a refund?

Made an order online for next day delivery a week ago and still have not received my order. Tried contacting customer service to inform them that Dpd have held my order for over 5 days. Unfortunately they have not responded, other then to send me tracking details I already have. This not A acceptable service's from either company.

Ordering was a nightmare. Customer service nightmare. Paid extra for delivery to be swift and after 8 days they still haven’t figured out where the order confirmation is and why it’s just pending. They Refuse to refund me. They Refuse to cancel my order. Happily took my money though!! Customer service is absolutely woeful. Avoid this company direct. I ordered what I needed elsewhere for the same price and it was much better.

I purchased 2 pairs of shoes on the 29 November 2025 from the Carvela Bluewater store. We were told at the time of purchase we had until January to return them if she changed her mind.

When we got home my daughter felt they were a little too high and we found the same shoes from Carvela but with a lower heel. We ordered them and were to return the higher heel ones.

I could not get to Bluewater due to family situations. All of which I have made clear to both the store manager and Carvela customer services.

I tried to return the shoes on the 15th December 2025.

I was told by the manager of the store that I was out of the 14 day refund period and could only have an exchange.

I explained about my family situation and that we had purchased from Carvela online the same shoes but in a lower heel, as the store did not have the shoes with the lower heel. I showed the store manager the email order confirmation so did not need an exchange (as already purchased 2 more pairs) just a refund.

I was told no, and she would not as she would get into trouble. I asked if there was a higher manager and she said there is a regional manager. I asked her to contact them but she said it was their day off and she would not contact them on her day off. Which I understand. I asked there must be someone she could contact to help me in these unusual circumstances. She said no.

I then left the store and submitted a request on the website, I also sent an email asking for help.

I have received to 2 emails stating that customer services cannot and will not override the Bluewater store in not allowing me a refund. They also state that there is no complaints department and that is the end of it.

We were told we could have a refund at time of purchase, the store assistant did not say we would not get a refund on any items with a reduced price.

Beware there is no customer service for this brand, there is no complaints department. Be very wary buying any shoes from either a store or online. Regardless of what you are told they hide behind changing returns policies and stores can pretty much do whatever they want. You are at their mercy.

UPDATE

Although Carvela provided the response saying they would investigate further they have not and have only confirmed that they cannot go above the store managers decision as there is no customer service team or complaints department

After reading reviews on Trustpilot, I spoke with a young woman named Senha on the website’s chat platform for reassurance. She assured me that they are always looking to improve their service. Despite my reservations, I proceeded to purchase a pair of shoes that I knew my wife would like for Christmas.

The delivery was left in the lobby of the apartment building rather than at my door, and the parcel subsequently went missing. I initially contacted DPD, who stated that I should contact the seller company instead of accepting responsibility. They claimed that I did not provide the driver with specific delivery instructions, even though the driver did have explicit instructions to deliver to my address. He delivered the parcel to the lobby of the building, a common area with many different flats. Rajesh, the customer support agent I spoke with, advised me to ask my neighbors whether they had my parcel; however, they do not, and if a delivery is left in a common area, anyone could have taken it. My flat is only 14 steps away from the enclosed doorway.

I have written back requesting either a re-delivery of my purchase or a full refund. I have not yet received a response. Carvela, a company under the Kurt Geiger brand, appears to be tarnishing its reputation by the way it treats its customers, and it seems they do not care about customer satisfaction.

I personally will never recommend or purchase from this company again. Perhaps shopping in-store would be better.But it might not, I spoke with a representative at White City who was abrupt and rude, lacking empathy, and explicitly stated that they have nothing to do with online purchases.

I have emailed you so many times now via your website regarding my order. That appears to be the only way to contact you & I haven’t had a single reply. I have my confirmation of order email but that’s it. I’m getting extremely frustrated because contacting you is impossible!!
I’ve checked with my credit card today 15/12/2025 & you haven’t refunded me so please tell me when will I receive my order.
Don’t blame it on Black Friday or Christmas because items I purchased on the same day & after from several different companies have all arrived no problem. Please take accountability for the absolutely shocking service , all my details are correct so why do you have my money & I have nothing !! If you don’t have stock then email your customers instead of ignoring them AND keeping their money!!
This really is terrible service, I’m so disappointed , I thought you were a known company to trust , I just wish I had looked at the reviews before ordering with you. 
Order Number
Order Date: 07/12/25

I am extremely disappointed in Carvela. I ordered 3 hand bags for Christmas gifts. When the parcel arrived via evri, it was very poorly packaged and the top of the package was ripped open and 1 of the bags was missing! I have contacted Carvela several time and I am getting no where. I went into the shop to ask for a contact number and was giving kurt geiger email address. I have sent photo proof! It is very disappointing and will not be ordering from carvela again! I have spent alot of money over the years in kurt geiger and carvela! Extremely poor customer service experience!

Extremely disappointed.
I ordered shoes online and have been trying to use the returns portal for the past week but it hasn’t worked. Nor has the alternative form.
I have contacted Carvela via email and their online form on multiple occasions and no response. I have even called their stores who have said they cannot assist.
I am now stuck with shoes I do not want and unable to return them. I am leaving for holiday ina couple of days and will now have to try organise a friend to keep the shoes in case the returns form works. Unacceptable.