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
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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
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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
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2,5
Bas
371 avis
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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 janvier 2026
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
Réponse de 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
Réponse de 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
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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
Very disappointing
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.
15 janvier 2026
Avis spontané
Réponse de carvela.com
Hi Dan,
Thank you for sharing your experience. Could you please provide the requested details regarding your order? Once we have them, our customer service team will review the matter and get back to you via email with an update. We appreciate you bringing this to our attention.
Regards,
Team Carvela.
Bought a pair of lovely trainers and a…
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.
31 décembre 2025
Avis spontané
Réponse de carvela.com
Hi Theresa Dore and Stephen Read
Thank you so much for your wonderful review!
We’re thrilled to hear you love your trainers and loafers, and that they arrived quickly. Enjoy wearing them, and we look forward to seeing you back soon!
Regards,
Team Carvela
Appalling customer 'service '
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.
8 janvier 2026
Avis spontané
Réponse de carvela.com
Hi K Crossley,
Thank you for taking the time to share your experience. We’re really sorry to hear how concerning and frustrating this has been, especially given the value of your order.
We understand how upsetting it is to see delivery photo proof that does not match your doorstep, particularly when the parcel appears damaged. We’ve requested a few additional details from you, and once these are received, our Customer Service team will review the information and get back to you via email as soon as possible.
Thank you for your patience and understanding while we look into this for you.
Kind regards,
Team Carvela
Very disappointing experience at…
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.
3 janvier 2026
Avis spontané
Réponse de carvela.com
Hi Shwetha,
Thank you for sharing your feedback.
We’re sorry that this experience was disappointing for you. Following your correspondence via email, this matter was reviewed in full through a comprehensive and impartial investigation, including a review of CCTV footage, colleague accounts, and statements from independent customers who were present at the time.
Based on this evidence, we confirm that our store team acted appropriately and proportionately to manage the situation and ensure the safety and comfort of both staff and other customers. We strongly refute any suggestion that the actions taken were discriminatory in nature.
The outcome of this investigation, including the decision taken by senior management, has been communicated to you directly via email and represents our final position on the matter.
We appreciate you taking the time to leave your review.
Kind regards,
Team Carvela
Disappointing Service
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.
15 décembre 2025
Avis spontané
Réponse de carvela.com
Hi Pam,
Thank you for sharing your experience with us. We’re truly sorry to hear about the challenges you faced with your orders and the disappointment this caused, especially during the holiday season. We completely understand how frustrating this must have been for you.
To help us review this with our Customer Service team, we’ve requested a few details regarding your recent order. Once we have that information, we’ll investigate, and a member of the team will get back to you with an update as soon as possible via email.
Thank you for your patience and understanding in this matter.
Regards,
Team Carvela
Fabulous styles
Fabulous styles, quality product, wrapped with care, delivered on time. I love Carvela.
3 janvier 2026
Avis spontané
Réponse de carvela.com
Hi K Braid,
Thank you so much for your wonderful feedback! We’re thrilled to hear you love our styles and quality, and that your order arrived on time and beautifully packaged. Your support means the world to us! 💖
Regards,
Team Carvela
Very bad experience with this on line
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
15 décembre 2025
Avis spontané
Réponse de carvela.com
Hi JL,
Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience and the frustration this has caused. Waiting for a refund or resolution can be stressful, and we completely understand how disappointing this must feel.
To help us look into this, we’ve reached out to you requesting a few details so we can review your case with our Customer Service team. Once we have this information, we’ll investigate and get back to you via email with an update soon.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Really poor service from Carvela
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
30 décembre 2025
Avis spontané
Réponse de carvela.com
Hello there, we’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand your concern however our quality team reviews all reported issues carefully based on the information and images provided, and assessments are made in line with our product care guidelines. That said, we would like to ensure your case has been reviewed thoroughly.
If you’re able to respond with the requested details, a member of our team can reach out to you via email to look into this further. We value customer feedback and take all concerns seriously as part of our ongoing commitment to quality and service.
Kind regards,
Team Carvela
Liked products but delivery was bad
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.
30 décembre 2025
Avis spontané
Réponse de carvela.com
Hi Dominique,
Thank you for sharing your feedback with us. We’re so sorry to hear that the delivery time and communication didn’t meet your expectations. During the festive season, there can unfortunately be delays, but we completely understand how frustrating this can be.
We truly appreciate your comments and will take this as constructive feedback to improve both our delivery process and communication going forward. Thank you for liking our products. We hope to serve you better next time.
Regards,
Team Carvela
Great experience
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.
30 décembre 2025
Avis spontané
Réponse de carvela.com
Hi Ms Campbell,
We truly appreciate you taking the time to leave such a positive review. It’s great to hear that your bag arrived promptly and in flawless condition.
Thank you for trusting us with your order, we’re delighted your experience was a good one and hope to welcome you back soon!
Regards,
Team Carvela
Do not buy anything from Carvela
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
15 décembre 2025
Avis spontané
Réponse de carvela.com
Hi Amara,
Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience and understand how upsetting this must have been for you.
We can see that a ticket has already been raised for your order. We’ll review this with our Customer Service team and will follow up with you directly on the existing email thread as soon as possible to provide an update and work toward a resolution.
Thank you for your patience while we look into this further.
Kind regards,
Team Carvela
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