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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Lovely product
Lovely product. Just as seen and described that’s why I bought it again as a gift for someone and will buy more.
1 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Olusegun,
We're so happy to hear you loved your purchase, and even more delighted that you chose it as a gift! It means the world to us that you'd come back for more. Thank you for your trust and loyalty!
Regards,
Carvela
This company is a scam and do not adhere to CRA regulations
This company is a scam and clearly think they are above the law. I returned a pair of sandals today that cost £119, as the paint was peeling off on inspection when I returned home after purchase. Returned them today just 20 days after purchase to be told by the Store Manager that a refund is not possible as it is over 14 days since purchase. I explained that as a consumer, I am entitled to a full refund within 30 days of purchase, under the Consumer Rights Act 2015. Completely ignored and refund still refused. Will now be instigating a claim in the Small Claims court to get my money back. Avoid this company at all costs.
30 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Sophie,
We're truly sorry to hear about your recent experience and appreciate you taking the time to share your feedback.
We understand how frustrating this situation must be, and we can see that a ticket has already been raised regarding your query. Please rest assured that our Customer Service team is currently investigating this matter further and will be in touch with you via email as soon as possible. Thank you for your patience while we look into this.
Regards,
Team Carvela.
I have now purchased 4 pairs of carvela…
I have now purchased 4 pairs of carvela pumps. First pair worn on the sole quickly and let in water. I purchased in place of these a wedge pair thinking the sole would be thicker and therefore more hardwearing…. Wrong! The wedge heels are hollow, and within 3 wears the wedge collapsed in providing no support. I thought maybe it was bad luck on my part so purchased another pair and exactly the same has happened. These trainers/pumps appear to have very bad design flaws and for the money paid and the reputation of Carvela I would not expect this at all.
26 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Adele,
Thank you for taking the time to share your experience. We're sorry to hear about the issues you've encountered with your Carvela pumps and wedges. While this isn’t the standard we strive for, we’d like to investigate further before drawing any conclusions. I’ve requested more information from you via Trustpilot so that a member of our team can look into this further. Once we receive the details, we will be in touch with you via email to assist you directly.
Your feedback is incredibly valuable, and we appreciate you bringing this to our attention.
Regards,
Team Carvela
Thankyou to a very nice young salesman…
Thankyou to a very nice young salesman called Stephen from the Outlet village at Swindon. Stephen was very helpful and exchanging an item for me was absolutely no trouble at all. He was very polite with an approachable attitude.
Unfortunately I could not say the same for the supervisor who was rebooting up the fill system and singing and humming over me and Stephen the whole sale!!
This was a very poor attitude and very disappointing to see such a negative ‘supervisor.’ Her attitude was generally really bad. I have worked in retail shop work for 29 years and counting. I see good sales staff when I see them, please supervisor take a lead out of your colleagues book for future success. Thank you.
24 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Katie,
Thank you so much for taking the time to leave your review. We truly appreciate your feedback. We're delighted to hear that Stephen at our Carvela Swindon Outlet made your visit a pleasant one. It's wonderful to know he was helpful, polite, and made your exchange process smooth and stress-free. We'll be sure to pass on your kind words to him, he’ll be thrilled to hear it!
We’re sorry, however, to hear about your experience with the supervisor. While we’re unable to comment on individual conduct, we take all feedback seriously and have highlighted your observations to the relevant team for awareness and reflection. Insights like yours are valuable in helping us reflect on the customer experience and identify areas for continued improvement.
Regards,
Team Carvela.
I placed an order from Belgium
I placed an order from Belgium, first time I paid no tax and on the next order, I receive a notification request to pay tax from Ervi and I seek clarification and first response from carvela customer service is that i ordered from outside EU, but Belgium is clearly part of EU and when I state that, next response from carvela customer service is that you didn’t select pre-paid option, but I placed an order similar way and no tax charged and it was delivered to Belgium. As a customer I feel fraudulent activity here.
Suzan
25 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Suzan, thank you for sharing your experience. I understand your concern regarding the tax charges on your recent order to Belgium. We can see that a ticket has already been raised for your query, and it’s been highlighted for further review by our team. A member of our customer service team will be reaching out to you via email soon to provide clarification and support. We appreciate your patience and thank you for bringing this to our attention. Regards, Team Carvela.
Missing Item Issue - Handled Well.
I had ordered 2 pairs of mules. Only one pair was delivered. I contacted Customer Services on 13 Sept and received a response from Austin in CS within 24 hrs that they were working on getting the 2nd pair to me. I got a further update from him to say they had been despatched. They were delivered on 16 Sept. No complaints therefore about the customer service I received.
13 septembre 2025
Avis spontané
Réponse de carvela.com
Hi A Macpherson, thank you so much for taking the time to share your experience. We’re really glad to hear that Austin and our Customer Service team were able to quickly resolve the issue and get your second pair of mules delivered without delay. Your patience and understanding mean a lot to us, and it’s great to know you’re happy with the support you received. We truly appreciate your feedback and look forward to serving you again in the future. Regards, Team Carvela.
I could not return the shoes
I could not return the shoes. The Erivi return was not possible to do as it was so far from the delivery OOHPod lockers in Jonesborough.
I would still like to return them as they are too small for me.
2 septembre 2025
Avis spontané
Réponse de carvela.com
Hi There, thank you for your review, I am sorry to hear that you are having trouble raising a return. I've requested more details, so that a member of our team will be in touch with you via email to help resolve this. Regards Team Carvela.
Delighted Birthday Gift
Lovely Bag /Trainers ideal for holidays..
Bag quite roomy ideal hand luggage bag..
28 août 2025
Avis spontané
Réponse de carvela.com
Hi Elizabeth, Thanks for the fabulous review! You’re loving your new bag and trainers! 🥳 Sounds like you’ve found the perfect travel duo. That roomy bag really is a game changer for hand luggage, isn’t it? Thanks a bunch for sharing your experience, we hope they continue to serve you well on many adventures ahead! Regards, Team Carvela.
2nd review after feedback re missing…
2nd review after feedback re missing parcel! I’ve gone through this via email and my parcel wasn’t left or advised to be left in safe place so the fault lies with the retailer who sent until delivered to myself as I didn’t state safe place still awaiting email back - another robotic response from carvella no care no compassion just robots avoid!
5 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Sarah, thank you for taking the time to leave another review. We're sorry to hear you're still unhappy with the resolution. Our customer service team has thoroughly investigated the matter and provided you with all the relevant proof confirming that the delivery was done correctly. We appreciate your feedback. Regards, Team Carvela.
Handbag purchased never received!
Ordered a handbag on 31st of August for my daughters birthday in a few weeks. Had an email off evri to say it was at my local parcel shop. Went to said shop to collect and they'd never received it. They didnt even have any tracking on their system for parcel. They hunted the parcel bins in front of me, pulling out each parcel and nothing was there of mine. Contacted evri who said they'd do their own investigation. Evri response was that the parcel was likely lost and to contact Carvela directly get this resolved.
I emailed Carvela who told me they would carry out their own investigation. No offer of refund or replacement at this point. Days later I receive a response from Carvela stating as I didn't collect my parcel from said parcel shop it was now being returned to them and I'd have to wait 3 to 5 days for a refund and closed my complaint.
The parcel was never there!!
Disgusting from both yourselves and evri. The whole process has been nothing but lies on both sides.
13 septembre 2025
Avis spontané
Réponse de carvela.com
Hi Natalie,
Thank you for taking the time to share your experience. I’m really sorry to hear about the trouble with your order, especially given it was meant as a gift for your daughter.
A member of our customer service team has responded to your concern via email with full details. If you need any further help, please feel free to reply directly to that thread.
We truly appreciate your patience and apologise again for the inconvenience caused.
Regards, Team Carvela.
Awful customer service
Awful customer service. Missed out a bag in my order and called me a liar. Said they investigated and item was 100% packed. Showed them photos of original packaging and it was obvious another item would no way have fitted in the packing sent. Had to go through credit card to resolve. Will not be purchasing through this or the Kurt Keiger group ever again.
12 août 2025
Avis spontané
Réponse de carvela.com
Hi Michelle,
Thank you for taking the time to share your experience with us.
I completely understand how upsetting it must have been to receive an incomplete order and then feel dismissed during the resolution process. Please know that your concerns were taken seriously, and I can confirm that our customer service team investigated this further with the courier.
Following the investigation, a refund for the missing bag was processed on 11th August. We appreciate your patience throughout this process and sincerely apologise for any frustration the delay may have caused.
Regards,
Team Carvela.
Carvela boots are not cheap!!
Carvela boots are not cheap!!! They are expensive and have beautiful designs. For the price that you pay you feel it would be comfortable BUT the quality and comfort is absolutely not worth the money you pay! It was very painful (although had rooms to fit into). The sole is designed in such a way that your feet is uncomfortable after 30-40mins or so. I have always worn Hush Puppies brand for past 14 years and can say with confidence that they have one of the most durable and comfortable shoes! Worth every penny. I will never ever buy this brand called Carvela ever! I suffered for almost a whole day after wearing this brand boots for merely 5 hours! No joke only torchere!
13 août 2025
Avis spontané
Réponse de carvela.com
Hello Alli,
Thank you for sharing your feedback with us. We’re truly sorry to hear about the discomfort you experienced while wearing your Carvela boots. We completely understand how important comfort is especially when investing in footwear and we never want our customers to feel let down.
So that we can look into this further for you and provide the right support, could you please reply to our email as we need some info from you? This will help us investigate and advise you on the best next steps.
We really value you taking the time to let us know about your experience, and we’d love the chance to make this right for you.
Warm regards,
Carvela
2 for 1
My last couple of purchases are Birthday & Christmas gifts. On viewing them myself I know they are going to be loved by the 3 recipients.
6 août 2025
Avis spontané
Réponse de carvela.com
Hi Tanya, thank you for your kind words and for choosing us for such meaningful gifts. It’s wonderful to know that your selections are sure to bring joy to your loved ones. We’re grateful for your trust and look forward to serving you again in the future. Regards Team Carvela
Great service
Great service, love the trainers & ordered in another colour. Great quality
4 août 2025
Avis spontané
Réponse de carvela.com
Hi Heather, thank you so much for your kind review. We are thrilled to hear you love the trainers and even ordered another pair; that’s the best compliment we could ask for. We’re glad the quality and service met your expectations! Regards, Team Carvela.
Réponse de carvela.com
Hi Liz, Thank you for your wonderful review! We're so pleased to know you're happy with your purchase. Your feedback means a lot to us and helps us continue delivering products that our customers love. Regards, Team Carvela.
Extremely Poor Customer Service and Unresolved Refund
I purchased a pair of sandals and, after only a couple of wears, the studs began to fall off. I contacted customer service, who informed me that they wouldn’t replace the item but would send spare studs without any guarantee of it
Despite multiple follow-ups, I received the same generic response each time. Eventually, I was told to return the item for a full refund, which I did weeks ago. However, I am still waiting for my refund, even though the item was returned and received long ago.
It is unacceptable to hold onto a customer’s money after receiving the returned product. As a regular online shopper, I am extremely disappointed with this experience and the lack of proper resolution. I will not be purchasing from this store ever again and would ask everyone to avoid. I would give minus if there was an option. This company should be reported to Trading standards ASAP.
Order Referance- 750840564
4 août 2025
Avis spontané
Réponse de carvela.com
Hi H Barnes,
Thank you for taking the time to share your experience, and we're truly sorry for the inconvenience you've faced.
After looking into this further, we can confirm that your return has been received at our warehouse and is within the timeframe for refund processing. Our customer service team emailed you with a resolution a little while ago, and we want to reassure you that everything is on track.
We appreciate your patience throughout this process.
Regards, Team Carvela.
Réponse de carvela.com
Hi There, thank you for your review! We’re really glad to hear you found our products comfortable and of great value. That’s exactly what we aim for! Appreciate you taking the time to share your thoughts, and we hope to see you again soon. Regards, Team Carvela.
Bad customer service
Bad customer service. Order a bag from 19/8 until now. still haven't received any tracking information. Ask for refund and still make me wait. What is wrong with you guys? Check this order pls. 750881422
27 août 2025
Avis spontané
Réponse de carvela.com
Hi Công, Thank you so much for taking the time to share your feedback. We're truly sorry for the inconvenience you've experienced. I can see that you've already been in touch with our Customer Service team regarding your order, and please rest assured that the concerned team is actively working to get it dispatched as quickly as possible. If you need any further assistance or updates, you're more than welcome to reach out to our Customer Service team via the same chat; they’re there to support you every step of the way.
Thank you again for your understanding, and we’re doing everything we can to resolve this for you as soon as possible. Regards, Team Carvela.
Was kept up to with the order from…
Was kept up to with the order from placing to delivery every stage of the order.
Loafers were perfect colour so was the fit, smart pair of ladies shoes
5 août 2025
Avis spontané
Réponse de carvela.com
Hello Rani,
Thank you so much for sharing your lovely feedback. We’re delighted to hear you felt well updated throughout your order journey and that your loafers were the perfect colour and fit. It’s wonderful to know you’re enjoying such a smart and stylish pair!
We’ll be sure to share your kind words with the team, and we look forward to welcoming you back to Carvela again soon.
Best wishes,
The Carvela Team
Absolutely disgusting customer…
Absolutely disgusting customer service!!! I ordered 5 items and only recieved 3. The most expensive item was missing along with another item totaling a cost of £200 missing. They do NOT care! Had me dancing through hope send all sorts of pictures of the packaging and items I did recieve, pictures of evri delivering the parcel, pretty much my god dam birth certificate!! They just say we are dealing with it and its been sent to the relevant people bla bla THIS WAS A WEEK AGO!!! if I could rate them 0 stars I would. Never in my life have I had so much hassle trying to track something I've paid for. NEVER ODER FROM THIS COMPANY!!! you can't ring anyone and they just ignore emails. I will create a 1000 chats on there website until they give what they owe!! Apparently that's an inconvenience to them so get ready carvela! WORST COMPANY EVER
13 août 2025
Avis spontané
Réponse de carvela.com
Hello Dan,
Thank you for sharing your experience with us.
I can confirm your order was delivered on 13th August. As part of our process, courier investigations can take up to 5 working days to complete, and we’re sorry for the delay this caused.
Following the investigation, we have now issued a refund today for the two missing items. We appreciate your patience throughout this process and apologise for any frustration the delay may have caused.
Kind regards,
Team Carvela
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