Customer service over a lost return has been terrible. Faulty shoes, offered gift card and return never reached them. Evri told me to speak to carvela and they have been beyond useless. Not what I exp... Voir plus
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I have recently placed 2 orders with Carvela, ordered 2 bags and a pair of sandals. All 3 items are beautiful quality, can’t fault the products or service
Lovely items when products actually arrive shame I had items just cancelled when you’ve paid for an order on line and are expecting them. Shoes really comfortable handbags I think are quite over pri... Voir plus
L'entreprise a répondu
Awful. Ordered 4 items, they sent 3. I reported it and they accused me of stealing, saying that their ‘expert packers’ weighed the parcel before it left and it was the correct weight. The delivery bag... Voir plus
L'entreprise a répondu
2,5
Bas
371 avis
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Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 99 % de ses avis négatifs
Répond généralement dans un délai de 24 heures
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Great customer service!
I don’t usually write reviews but I felt I should due to reading the negative reviews that nearly put me off making a purchase. I had to remind myself that most customers who have a good experience don’t leave a review, which is reflected in the low number of reviews altogether.
I can honestly say that from start to finish with my purchase, returns and refund, I have received excellent communication and service.
I can vouch for the quality as I have owned a pair of lovely boots previously which are still going strong.
Thank you Carvela. I will definitely be purchasing from you again.
13 mars 2026
Avis spontané
Réponse de carvela.com
Hi Sarah,
Thank you so much for your wonderful review!
We’re thrilled to hear that your experience with Carvela, from purchase to returns and refunds, was seamless and that our communication and service met your expectations. It’s also great to know that your previous boots are still going strong — quality is always our priority!
We truly appreciate your support and look forward to welcoming you back for your next purchase.
Regards,
Team Carvela
Gorgeous boots
Delivery was speedy - arrived in their lovely box and the boots were gorgeous. I am a delighted with these boots, super quality and fit beautifully. I am normally a 'flats' girl but these make me feel great and are really comfortable! Five stars!
23 février 2026
Avis spontané
Réponse de carvela.com
Hello Angela,
Thank you for your wonderful feedback! We’re delighted to hear that your boots arrived quickly and that you loved the packaging as well. It’s fantastic to know they fit beautifully, feel comfortable, and make you feel great. We truly appreciate your support and hope you enjoy wearing them!
Kind regards,
Team Carvela
Poor communication, quality and system - can't use online shopping with gift card
I could give no star, if I could, for the extremely poor customer service, lack of transparency and misinformation with regards to a gift card following a faulty product return. Please Carvela, find a resolution to my complaint, I can not use the gift card for online purchases despite being advised otherwise. Your system is totally flawed and not customer friendly, products poor quality and I will definitely not buy Carvela again!
6 mars 2026
Avis spontané
Réponse de carvela.com
Hi Anca,
Thank you for sharing your feedback. We’re very sorry to hear about your experience and understand how frustrating this situation has been regarding your gift card and product return.
We have now forwarded these details to the relevant team, and they will review the matter further. You will receive an update via email once the review has been completed.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Lovely boots really comfy and gorgeous…
Lovely boots really comfy and gorgeous colour/ style. Easy ordering returns and delivery. Highly recommend
12 février 2026
Avis spontané
Réponse de carvela.com
Hi Zoe,
Thank you so much for your wonderful review!
We’re delighted to hear that you love your boots — the comfort, colour, and style — and that you found the ordering, delivery, and returns process easy. Your recommendation truly means a lot to us.
We hope you continue to enjoy your boots and look forward to welcoming you back again soon!
Regards,
Team Kurt Geiger
Réponse de carvela.com
Hi Hayley,
Thank you so much for your great review!
We’re delighted to hear that you find your boots very comfortable — that’s exactly what we love to hear. Enjoy wearing them!
Regards,
Team Kurt Geiger
Stay away from them
Stay away from them. The only thing worse then their shoes is their customer service
13 janvier 2026
Avis spontané
Réponse de carvela.com
Hi Mr M,
We’re sorry to hear about your experience and appreciate you bringing this to our attention.
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 Kurt Geiger
Lovely backpack
Lovely backpack. Looks stylish and a good size for overnight stays. Very well made, which is always the case with Carvela. I love the brand. Great price also.
23 février 2026
Avis spontané
Réponse de carvela.com
Hello Sandra,
Thank you for your wonderful feedback! We’re delighted to hear that you love your new backpack. It’s fantastic to know you’re happy with the style, quality, and value. We truly appreciate your continued support of the brand!
Kind regards,
Team Carvela
I purchased shoes and spent £120
I purchased shoes and spent £120. The next day I put the shoes on for the first time and the laces snapped. I contacted customer services and requested some new laces as shoes were fine. I sent a picture of the laces and the receipt, less than 24 hrs old. They said I had to return to the store, I said this was not convenient, I would have to spend time, pay petrol and carpark fees just to do this as going there for no other reason. The customer services refused to send laces as apparently they do not have any, being a company that sells shoes and has their own brand, this is obviously untrue. Really poor service and an issue that could of been easily been solved has escalated into an issue.
EDIT:
1516659
Is this response just to make u look good online? You have not requested any details nor sent me any information on how to contact you?
27 février 2026
Avis spontané
Réponse de carvela.com
Hi Caroline,
We’re very sorry to hear about the issue with your shoes and understand how frustrating this must be, especially given how quickly it happened.
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 Kurt Geiger
Lovely summer bag
Lovely summer bag, goes well with many different outfits, large enough for my phone glasses and lipstick
28 février 2026
Avis spontané
Réponse de carvela.com
Hi Denise,
Thank you so much for your wonderful review!
We’re delighted to hear that you’re loving your summer bag and that it pairs beautifully with so many outfits. It’s great to know it’s the perfect size for your essentials too!
We truly appreciate your support and hope you continue to enjoy styling your new favourite accessory.
Regards,
Team Carvela
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 janvier 2026
Avis spontané
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 février 2026
Avis spontané
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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
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