carvela.com Avis 

If only I read the reviews!

I ordered a pair of sandals for my wedding and was disappointed to learn that the dimantes were lifting on them. I contacted the customer service and was offered a discount code to give me a free return however the return portal didn't even work - stating that my order could not be found. The full price of these shoes was not insignificant despite getting a discount and the quality just isn't there. I asked for an exchange rather than a refund only to be told that exchanges weren't offered. I am now faced with no refund on the initial delivery fees for the faulty shoes I have received and then further delivery fees if I place a new order - order with caution from this site as really not impressed, nor satisified with the quality. If only I read the reviews before purchasing.

Worn shoes once for an hour and realised they were faulty, send clear images over & have been told I have to go out of my way to send them back for an ‘inspection’, really dissapointing and shows no trust in their customers. Why should I have to send them back for an inspection when I’m an honest customer and have provided photos and a description. I spent over £100 on these shoes and have bought many items from carvela and Kurt Geiger. I didn’t even want a refund just a replacement. So dissapointed.

Avoid them, their delivery and customer care is the worst

I wish I had read the reviews before ordering but I had bought shoes and a bag recently that had been delivered swiftly. This time however I had a message from Evri saying they were expecting my parcel and confirmation from Carvela the order had been processed, a tracking link that didn’t work and then silence. On querying it I was sent a tracking number and told that Evri sometimes didn’t update their information for a couple of days. This of course was complete nonsense as the order had never left the warehouse. It took me over a week to make it clear to ‘customer services’ that they were responsible for tracking or finding the parcel and in the end I demanded a full refund including the charge for delivery. I received an apology, which looking at the feedback they have to issue frequently and an offer of a small discount on future purchases. They must be joking. They are plenty of other companies who have quality products that they actually get to customers.

Great quality and quick delivery

If im honest they wouldn't get one star but had to do that to write this review. Computer generated response no one to discuss the faulty bag they sent out. Im convinced the online send out slight seconds and make it sooooooo difficult to get your money back. Only buy from John lewis or through Next or go into one of there shops. DONT BUY OF THE WEBSITE.....

It was the delivery. I received notification to say that my parcel had been delivered but it hadn't been delivered to my address. I then had to go looking in my area to see if had been left at another address. When I took this further, with the courier, I did not receive any response.

Absolutely disgusting customer service. I reach out as evri yet again say they delivered a parcel and didn’t. There is a literal picture of a doorstep with a closed door.
After a stressful week of trying to get this resolved they just tell me the case is closed and it’s been delivered totally disregarding anything I have said.
How can they basically rob you of hard earned money??
Never use them, wish I came to the reviews first.

FedEx delivered to a different address - Carvela refused to refund me saying they had investigated and FedEx had delivered to the correct address; even after I provided proof of the clear difference in addresses and buildings.

Ended up having to be refunded through my bank with my evidence. Very disappointed in the customer support.

Totally delighted with the sets of flip flops and handbag that I bought Looking forward to ordering more A discount offer would be much appreciated Thankyou

My mum loves carvela bags and currently has about six, however they faulty handles. Pieces coming apart. Definitely not worth the money.

Another disaster brought to you by Carvela. Three weeks ago I ordered two pairs of shoes from Carvela and as I am now cautious of scamming I paid via PayPal. Within a few minutes they cancelled the order or part of the order- they were not clear about this - but their cancellation stated that the total of the order cancelled was for the full amount.
Their small print states that refund via PayPal should be immediate. It wasn’t . I raised the issue with Paypal for the full amount. A few days later one pair of shoes arrived. Still no refund. I contacted PayPal to say that one pair of shoes arrived and I was now looking for a part refund! Apparently I’m not allowed to do that . I had also contacted Carvela who through their chat claim they have sent the shoes and the problem lies with PayPal. I then sent letters to the addresses I could find for Carvela - old fashioned but Im a bit desperate by now . Confused? I am. I have since contacted them on messenger and I was quickly fobbed off and given an email to write to. Now Paypal are suggesting that I have to report it to the police! Sounds a bit drastic but if it’stge only way to get my money back - so be it!
I won’t be buying Carvela shoes ever again

Very disappointed with the customer service at Carvela in Selfridges. I went in to ask about returning a pair of shoes that I bought two days ago and I’d only worn briefly because they were incredibly uncomfortable. They caused severe blisters on the back of my legs above the heel, and the top edge was digging into my foot and cutting into my skin.
The sales assistant went to speak to a manager, but I was quickly told no and felt like they just wanted to get rid of me as fast as possible rather than listen or try to help. For the prices charged, I expected much better customer service and a bit more understanding.

Purchased a gorgeous pair of shoes (Marina range) . Comfortable and stylish. Had lots of compliments but after just 4 times of wearing them the material on the heels is wrecked!!These were £169 and it really is such a shame. They’re literally unwearable. Gutted.
I can now confirm that after seeing the images of the shoe, as requested by Carvella, they are saying it is damaged due to wear as no other part of the shoe other than the heel is damaged. That would probably be because no other part of the shoe is made of the same fabric as the heel! They have refused to take any accountability. I have replied explaining this is probably the reason they only score 2.4 on Trust pilot. These shoes that were £169 are no longer wearable after being worn four times. I explained that by pressing on the shoe heel you can actually see the indentation of your finger. That’s how flimsy the material is that coats the heels I would advise to avoid this company.
Even though their reply sounds like they are taking action They have refused any support replacement or refund. I have now had to dispute the purchase with my bank. So extremely disappointing I feel they really need to review their customer service policies.

Order took 10 days to arrive...no updates..had to contact customer service totally unhelpful..told me trying to.locate trainers could not give me delivery update until these were sourced...asked to cancel order told I could not...eventful received order had to return given time to receive.. had to pay return Evri fee...still waiting on full refund and return costs...they just keep closing my complaint ticket...VERY POOR SUPPORT...SHOCKING!!

Avoid Carvela if you expect customer service to help when something goes wrong.

I purchased a pair of wedding shoes for £169 from Carvela. Although I paid in store, the shoes were shipped to my home address via Evri. The parcel was marked as delivered, but the delivery photo showed a doorstep that was not my property and I never received the parcel.

I immediately contacted Carvela, provided all evidence, checked with neighbours, contacted Evri, and repeatedly explained that the parcel had been misdelivered. Despite this, Carvela refused to provide a replacement or refund and insisted the delivery was successful because the courier had left the parcel at a “nearby location”.

The most shocking part was Carvela’s response to my bank after I was forced to raise a chargeback dispute. They stated that the merchandise had been handed to me at the point of sale and that no attempt had been made to contact their customer service team. I have extensive email correspondence with Carvela support, including a support ticket and multiple responses from their staff discussing the missing parcel, tracking information, GPS coordinates, and delivery photographs.

I was left without the wedding shoes I paid for, spent countless hours trying to resolve the issue, and was ultimately forced to involve my bank because Carvela refused to take responsibility for a parcel that never reached me.

This experience caused significant stress at a time when I was preparing for my wedding. I expected far better from a retailer selling premium products.

Extremely disappointing customer service and a complete failure to resolve a straightforward missing parcel case.

Edit; I’ve given the info I’ve had to charge back via my bank where you’ve blatantly lied saying I was handed the goods in store where I paid for them. You had one pair in stock that were damaged so I ordered them to be delivered to myself they never was. You then refused point blank to engage professionally to resolve the issue. Never been treated so poorly by a customer service or a manager after. The fact you’re then point blank lying to my banks dispute time is crazy to me. I’ve sent them all the evidence anyway.

I’ll never shop with you again, which is sad because I’ve shopped with you for 16 years.

I love cavela shoes, because very comfortable, most shoes from them all soft and good leather.
Only one thing order from Australia to England far and the cost for delivery a bit high , that why I need check and waiting for very special offers on some pair shoes, so that help for saving.
But so far all good, delivery not too long, never have any drama and packing very nice.
I'm happy with carvela brand and this is my first choice .

This company is ridiculous. I ordered a £129 pair of sandals for my daughter and paid £6.95 for next day delivery for her to wear this weekend. DPD delivered to the wrong house confirmed with photos and their GPS. They told me to check with my neighbours. I did, even knocking on the door of the supposed house. No-one has seen my parcel. Carvela refuse to send another pair and refuse a refund. They'll review it in 72 hours - that's how important their customers are to them... So poor! No telephone number, only chat which takes ages to respond, if at all.
AND thank you for your useless reply below Carvela, You could instead, have resolved the issue. DPD have already provided you with proof of their mis-delivery, the address, and photographic evidence including the house, my parcel and GPS photograph confirming mis-delivery. You forwarded this information to me when you asked that I go and search my neighbourhood!

Advertising 'Next day' Click and Collect, and it isn't. Customer service is no help at all and has to make another 40 min drive to go get the item two days later. Avoid this brand.

Really poor was unable to do a return even sent an email which was ignored

I checked and I don’t have any emails in junk or otherwise on 13th May I had 2 returns to do and was only able to complete 1