Camilla Avis 14

I purchased a dress and unfortunately my experience with CAMILLA has been deeply disappointing.

The product is clearly defective – one side of the dress is noticeably longer than the other (a difference of several centimeters), and the fabric on one side is distorted and stretched below the hip line. As a result, the dress is not wearable.

What is even more concerning is how the complaint was handled. My claim was rejected solely based on photos, without any possibility of returning the item for proper inspection. The issue was dismissed as “creases from packaging,” which has no relation to the actual defect.

As a returning customer of premium brands, including CAMILLA, I expect a level of quality and customer care that reflects the price point. In this case, both the product quality and the complaint handling fell far below that standard.

I do not recommend – neither for the product quality nor for the way customer complaints are handled.

Disappointing experience. One order was misdelivered by DHL and was confirmed as irrecoverable, yet the company has delayed the refund while citing internal investigations. A second order has remained undispatched for an extended period. Customer service responses have been slow and unhelpful, which is particularly unacceptable given the premium pricing. The products themselves are attractive, but the service falls well below acceptable standards. Also, the lack of response from the customer service to the reviews shows that the brand doesn’t care about its clients. I wish I had seen the reviews before I placed the orders, a prime example of how customer service destroys reputation.

Appalling service, my husband purchased a gift for me for Christmas, they are refusing an exchange as unfortunately my husband bought it in the wrong size because I did not try it on & try & return it within 14 days of his purchase. Policies are fine but in circumstances such as Christmas exceptions need to be made, it’s not like we were asking for a refund, simply a different size of something already in stock. I’d reconsider buying gifts for anyone from Camilla unless you purchase them immediately before the gift event!

Love their brand aesthetic, it's like luxe resort wear, but their staff must secretly hate and want to sabotage them. I purchased a matching print of items in order to start building on that line, but the most expensive piece arrived damaged. I reached out immediately, but they proceeded to gaslight me for a month claiming to be sending out something for me to repair it myself (although they had the same item in stock and could've simply processed a quick exchange). Spoiler alert: they never sent anything. I tried again with a new print, and the item arrived with a large pin sticking out where they had removed only half of the security tag. I only found this out when it impailed itself into my skin. I will only buy this brand second hand if I want something from now on sadly.

Absolutely obsessed with these pieces — they’re genuinely incredible. The tailoring, the stitching, the design details… everything looks high-end and feels truly unique. They stand out in the best way. And I have to say, their customer care team is one of the rare few that actually understands what real service means. I’m a huge fan.

I purchased a final sale gilded mesh dress (literally the last one in aus) for click and collect. It arrived quickly but when I went to try it on in store it was missing the neck piece which is a crucial part to keep it up… the manager in the Gold Coast Camilla store honestly had ZERO customer service skills but because I loved the dress, I insisted on the customer care line number so I could resolve the issue on my own.
I reached out to the customer care angels and my experience from here on out was seamless and incredibly helpful!
They tracked down a spare neckpiece and sent it free of charge… but unfortunately due to the delicate nature of the dress, before I even got to try it on properly the side of the seam had began to break & would only continue to do so due to it being metal mesh. I reach back out and the angels were swift to reply and grant me a return due to the faulty product, the funds hit my account 2 days after they received the parcel in warehouse. The online team was kind, respectful and showed a lot more value towards their customers - the in store manager on the Gold Coast should take a page out of their book 💗

So... a bit of a mixed bag from my little experience. I first saw the Camilla brand in Harrods and it prompted me to look at the site for more choices. Firstly the designs and prints are stunning... the choices in each design appear to suit most tastes. My problem... I love too many of them it's really not great for my bank balance!!! Delivery of my first dress was great, the A Line Frill Dress - Flor Fantástica, in line with expectations with updates along the way... perfect. Arrived yesterday.
My next order for 2 items... 1 is en route, the other not yet left Brisbane... but that's OK I'm in no immediate rush. Although I imagine if you were then the 3-5 business days stated might not be met which could be frustrating.
So, to the 'might have done a little better'... I opened the package to tissue paper and a Camilla sticker... so far, so good... now at this point I'm expecting (as with other premium brands) a beautifully folded dress with tissue paper at various points... no... the tissue paper is literally folded over a plastic bag containing the dress which when I took it out was so creased it looks like a cheap rag! Now the silk is beautiful, the dress is beautiful, exactly as I expected (almost, and I'll come to that in a moment) but I haven't really been able to try it and see how it looks properly because 21 hours later it still looks like a rag. I'm really quite disappointed in that... you could have done so much better. My final point, and this is probably my own fault for not checking the website, the dress has no lining! I don't understand how you can make such a beautiful dress, at almost £700 and leave it unlined. All of that said I'm excitedly awaiting my next purchases and I'm sure I will buy more... the designs and the silk is beautiful and not seen elsewhere. In premium brands it's the little things that set you apart and for me, they weren't as good as other premium brands. Fairfax and Favour as an example have an "unboxing" where customers share they're delight in videos upon opening their always impeccably packaged excellent quality products. That's a confidence borne out of their very high standards.
Overall I love the dress... it's the little things that's missing for me.

I recently had a frustrating experience with an online shopping platform that left me disappointed and less confident in their service. I placed an order for a few items 5 days ago, and to my surprise, the purchase was canceled not once, but twice on my second attempt to re-purchase.

Initially, I received an email notification stating that my order was canceled due to "inconsistencies" not elaborating what. Understandably, these things happen, so I placed a new order, hoping to receive my items this time. However, I got another cancellation notice citing the same issue.

I decided to call customer service for clarification and to see if they could assist with resolving the issue. Unfortunately, my experience on the phone was equally unhelpful. The representative seemed disengaged and could only repeat what was in the cancellation emails. I was hoping for some solutions or alternatives, but it was like speaking to a wall. There was no attempt to empathize with my situation or provide any assistance beyond what I already knew.
To improve the online shopping experience, Camilla online should enhance inventory management to prevent overselling, communicate proactively about stock issues, and optimize online ordering process. Customer service representatives should receive better training to handle complex situations, with clear escalation procedures in place. Additionally, providing personalized support, implementing a feedback mechanism, and offering compensation for cancellations can help customer loyalty and satisfaction.

If I could have put 0 stars , I would have. I purchased a kaftan dress from Camilla for a wedding in Marrakech. It took 10 days to receive package with DHL due to missing information from Camilla. I had to call DHL to fix the problem. I unfortunately received the dress after leaving on my trip. I called the company and let them know that I bought another kaftan dress from Camilla through Bergdorf Goodman. I needed an exchange so I do not end up with the same dress style. They refused to exchange the dress because of their return policy of 14 days. I got in contact with them 6 days past the 14 days return policy. I am disappointed by Camilla and their poor customer service. I will never buy Camilla products again.

Fed up trying to contact them for a return. I ordered a dress online and unfortunately I was travelling when it was delivered, It did not fit and I requested a return - one day after the 14 day return cut off. Other luxury brands always show a few days flex on return periods, but Camilla refused. Eventually they agreed to a credit note but I ahve contacted them 7 times to organise a collection and no one responds to emails. Shocking customer service.

Order came quickly and product is as described at their website and quality of the product is excellent

Excellent friendly customer Service, Very quick delivery to New Zealand, Beautiful unique clothing item just as described. Very pleasant experience. Fully recommend treating yourself with a stunning Camilla piece. A+++

The poorest customer service I probably ever had. None existent. Ordered online for the first time and receive a completely wrong top. Double the price of what I ordered however not what I want. Long negotiations and wait times to get a paid return label (given they sent me the wrong item I am not paying for postage). They have the parcel since 15 days - no refund insight. Disgusted. And a disgrace to call their staff Angels.
Just saw the international service is equally bad. This company's revenue is 118 millions a year and they can't even get customer service together. What greedy mongrels.

Great experience, unique adorable items, perfect shipping managing all the tax and duty papers, top class packaging including protective bag, great communication, attractive SALE....

I love Camilla.com!!!