I ordered 2 items, and only received 1 and the customer service has been atrocious. Even though I have sent photos of the package, reported it straight away they refuse to believe me. My bank h... Toon meer
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Trying to return an item but returns portal does not work. Tried to send an email via their website but no confirmation received so not even sure if the request has been successful. Facebook link on... Toon meer
Bedrijf heeft geantwoord
Extremely disappointing customer service – Parcel never received and no resolution Extremely disappointed with Carvela. FedEx apparently left my parcel unattended behind a bin in an open, un... Toon meer
Bedrijf heeft geantwoord
I ordered shoes from Gateshead Annabelle was amazing thank you so much for your professionalism. Tanisha at the Trafford centre helped me locate the sandles she was outstanding customer service. Y... Toon meer
Bedrijf heeft geantwoord
2,8
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422 reviews
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Big thank you to Grace at the Trafford…
Big thank you to Grace at the Trafford centre store for your amazing customer service
1 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Kathryn,
Thank you so much for your lovely feedback! We’re delighted to hear that Grace at our Trafford Centre store provided you with amazing customer service.
We’ll be sure to share your kind words with Grace and the team. Thank you for taking the time to recognise her fantastic service!
Kind regards,
Team Carvela
Wish I'd checked here before buying…
Wish I'd checked here before buying from them. Order was never delivered, after going back and forth "customer support" finally agreed to get the package sent back to them. Had to wait 2 weeks for that with literally no updates, finally contacted them again and apparently it was delivered to their warehouse 5 days ago. Fine, now the refund can begin - wrong. The 14 days it takes for them to even begin the refund process, for a package that was never even in my hands in the first place, is 14 working days rather than 2 weeks. Then up to another 5 days for the money to actually get back to my account. So all in all, I'm out of pocket for roughly 6 weeks with nothing to show for it except stress. How that is acceptable for a multi-national company is completely beyond me. I cannot wait to never have to deal with them ever again.
25 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Aine,
Thank you for taking the time to share such detailed feedback. We’re sorry to hear about your experience and the issues you faced with your undelivered order and refund process. We understand your concerns regarding the time taken and the lack of updates throughout the process.
We have highlighted your feedback to the relevant team for further review, particularly your comments regarding communication and the refund timeframe.
Thank you for taking the time to share your experience with us.
Kind regards,
Team Carvela
Got this beautiful bag for a friend’s…
Got this beautiful bag for a friend’s wedding it was just what I wanted. Friends was impressed with it too that they wanted one. All round a great little bag for summer and any occasions
24 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello there,
Thank you for your lovely feedback! We’re delighted to hear that your beautiful bag was just what you were looking for and the perfect choice for your friend’s wedding.
It’s wonderful to hear that your friends loved it too! We hope you enjoy carrying it throughout the summer and for many occasions to come.
Kind regards,
Team Carvela
I ordered a bag online as a birthday…
I ordered a bag online as a birthday gift for my Mum and was expecting it to be delivered however was informed a couple of days later that the order had been cancelled. Very disappointing. If the item was out of stock then it shouldn't have been available to order!
24 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Sam,
Thank you for your feedback. We’re sorry to hear that your order was cancelled after you had purchased the bag as a birthday gift for your Mum.
At the time of ordering, the item was showing as available. However, items can unfortunately run out of stock while an order is being processed, and in this instance the bag was no longer available to fulfil your order.
We understand this was not the outcome you expected and apologise for the inconvenience caused. We appreciate you taking the time to share your feedback, and your comments have been highlighted to the relevant team for further review.
Kind regards,
Team Carvela
excellent from start to finish
excellent from start to finish. arrived well packed and exactly what I ordered love them all thankyou
24 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Amanda,
Thank you for your wonderful feedback! We’re delighted to hear that everything was excellent from start to finish, and that your order arrived well packaged and exactly as expected. We’re so pleased you love your purchases!
Thank you for your support, and we hope to welcome you back again soon!
Kind regards,
Team Carvela
Be careful ordering direct from this…
Be careful ordering direct from this brand. I ordered 3 pairs of sandles, all of which were in stock at the point of ordering. I only received one pair. I took me chasing down my order for them to confirm one pair was no longer in stock & they would refund me. I still have not received the last pair. They told me it was coming from a store. I told them it's almost 3 weeks please refund. The story then changed to they delivered it & it was signed for. This is impossible as I use Oohpod & that's not how that service works.
I've made contact with my bank requesting a reverse charge.
I won't be purchasing from here again.
23 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Emma,
Thank you for your feedback. We’re sorry to hear about the issues you experienced with your order and understand how it must have been to receive only part of your purchase and then have to chase for updates.
We appreciate your concerns regarding the remaining pair of sandals and the information you received about its delivery. We have highlighted your feedback to the relevant team for further review.
We sincerely apologise for the inconvenience and disappointment caused, and thank you for taking the time to share your experience with us.
Kind regards,
Team Carvela
I visited your Ashford store today
I visited your Ashford store today, and I have to say, the experience was something else. The shop was busy, customers clearly needed assistance, three staff members were all gathered at the till having a very animated discussion about their various ailments. I was treated to updates on low immunity, feeling ill, and why one colleague apparently shouldn’t have returned to work because the one with low immunity was clearly more importnat. Fascinating material for a medical conference, less so for a retail environment.
Meanwhile, the actual customers? Completely ignored.
By the time I walked out — without so much as a hello, let alone any offer of help — I was finally asked if I needed assistance. A thoughtful gesture, delivered just as I was leaving the building.
Perhaps if a little more energy went into serving customers and a little less into diagnosing each other, their immunity might even improve.
23 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello there,
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience at our Ashford store and the lack of attention you received while visiting.
We understand that our customers should always feel welcomed and supported in store, and the experience you have described does not reflect the level of service we aim to provide. We have highlighted your feedback to the relevant team for further review and they will get back to you soon.
We appreciate you bringing this to our attention and hope we can provide a better experience on a future visit.
Kind regards,
Team Carvela
Quality product just as described
Quality product just as described. And prompt delivery
22 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi OLUSEGUN,
Thank you so much for your wonderful 5-star review! 💛
We’re delighted to hear that you’re happy with the quality of your purchase and that it was exactly as described. We’re also pleased that your order arrived promptly!
Thank you for your kind words and support. We look forward to welcoming you back again soon!
Regards,
Team Carvela
Orders cancelled
Ordered a pair of sandals online. A few hours later get a cancellation notice saying item could be out of stock or not up to the quality they expect. Emailed them and was told out of stock. For three days running, website says still have stock in my size so ordered again and they've cancelled the order. One day I will learn to check companies on here before purchasing from them
17 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Sue,
Thank you for your feedback. We’re sorry to hear about the inconvenience caused by your orders being cancelled, particularly after the website continued to show the sandals as available in your size.
Occasionally, an item may appear available online while the available stock is being processed or reconciled, meaning it may unfortunately no longer be available to fulfil an order. We understand how disappointing this is, especially after placing the order again in good faith. This has been highlighted to the relevant team.
We appreciate you taking the time to share your experience, and we’re sorry that we’ve left you feeling disappointed.
Kind regards,
Team Carvela
Antwoord van carvela.com
Hi Clare,
Thank you so much for your wonderful 5-star review! 💛
We’re delighted to hear that you’re happy with your purchases from the sale and that you had a great delivery experience.
Thank you for your support, and we look forward to welcoming you back again soon!
Regards,
Team Carvela
Lovely bag and well packed and got in the sale
Lovely bag and well packed and hot in the sale . Very well made
14 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Kathryn,
Thank you so much for your wonderful 5-star review! 💛
We’re delighted to hear that you love your new bag and are pleased with the quality and craftsmanship. We’re also glad you managed to pick it up in the sale and that it arrived well packaged!
Thank you for your kind words and support. We hope you enjoy your new bag! 👜✨
Regards,
Team Carvela
I love my new bag it’s plenty big…
I love my new bag it’s plenty big enough for all my bits and bobs for taking on board my flight, just the right size and super stylish 🩷🩷
Delivered on time and wrapped carefully too
31 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Jill Roe,
Thank you so much for your wonderful 5-star review! 💛
We’re delighted to hear that you love your new bag and that it’s the perfect size for your travels. It’s fantastic to know you’re enjoying the style too! 🩷
We’re also pleased that your order arrived on time and was carefully packaged. Thank you for your kind words and support!
Regards,
Team Carvela
Avoid this company at all costs
⁹Avoid this company at all costs . I spent 360£ and 3 of the shoes had many defects . I have worn a pair of sandals just once the ROSA tweed sandal and it has disintegrated. Cavela will not honor the consumer rights act and have the worst ocustomer service i am yet to encounter . The products look great but are poor quality . People need to be aware . The quality is temu standard with lowest kind of customer support when they sell you goods not fit for purpose . I've had email with this company riya. A absolute liar and despicable to treat a customer in such a way . If you want shoes made in China lower quality than temu with vile staff .cavela is the shop for you
11 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Sara,
We’re very sorry to hear about your experience and understand how disappointing it must have been, particularly after making a significant purchase and experiencing issues with multiple pairs of shoes.
We’re sorry that you feel let down by both the quality of the products and the service you received. We appreciate you taking the time to share such detailed feedback, and we’ll ensure your comments are shared with the relevant teams for review.
Thank you for bringing this to our attention.
Regards,
Team Carvela
Both bags absolutely stunning
Both bags absolutely stunning
Wouldn't shop anywhere else
14 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Gill,
Thank you so much for your wonderful 5-star review! 💛
We’re delighted to hear that you think both of your bags are absolutely stunning! It means so much to know that Kurt Geiger is your go-to brand. 🥰
Thank you for your continued support, and we look forward to welcoming you back again soon!
Regards,
Team Carvela
Gorgeous Shoes
Received the items quickly and they are gorgeous. I am very happy with my purchase.
15 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Louise,
Thank you so much for your wonderful 5-star review! 💛
We’re delighted to hear that your items arrived quickly and that you’re so happy with your gorgeous new purchases.
Thank you for your kind words and support. We hope you enjoy your new pieces and look forward to welcoming you back again soon!
Regards,
Team Carvela.
Won't buy with them again
Won't buy with them again! I purchased sandals which lasted me about 5 days whilst I was on the holiday! I took the photo where you can clearly see the strap was broken so I could claim my money back. Customer service told me I have to send the sandals away for the expertise first. Thought the photo says it all but not. I didn't take the broken sandals back with me to the UK, why would I? It's broken and it's heavy, it's a platform sandals. So now I got refusal for my refund. Never again. For £120 I expect it to last longer!
11 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Katya,
We’re very sorry to hear about your experience and understand how disappointing it must have been, especially after your sandals developed an issue so soon after purchase.
We appreciate you taking the time to share your feedback. Unfortunately, a refund can only be processed once the item has been returned to us so that it can be assessed by our relevant team.
We understand this may not have been the outcome you were hoping for, and we sincerely apologise for any frustration caused.
Regards,
Team Carvela
A few days after paying was told item…
A few days after paying was told item wasn't available
25 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Jane,
Thank you for your feedback. We’re sorry to hear about this.
Occasionally, an item can become unavailable during the order processing stage due to stock levels changing. We understand your concerns and have shared your feedback with the relevant team for review.
Kind regards,
Team Carvela
I ordered shoes from Gateshead…
I ordered shoes from Gateshead Annabelle was amazing thank you so much for your professionalism.
Tanisha at the Trafford centre helped me locate the sandles she was outstanding customer service. You are very lucky to have staff like these to girls in your company.
Thanks
Can't wait till they come.
10 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hello Mhish,
Thank you so much for your wonderful feedback! We’re delighted to hear that Annabelle and Tanisha provided such outstanding customer service.
We’ll be sure to share your lovely comments with both Annabelle and Tanisha, as recognition like this means so much to our teams. We hope you absolutely love your new sandals when they arrive and look forward to welcoming you back again soon!
Kind regards,
Team Carvela
Shoes went missing
Shoes went missing. Poor delivery service, why haven't they been delivered? Update on tracking doesn't show any progress since last week! Not happy as wanted these shoes for a special occasion.
10 augustus 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi Bren,
We’re very sorry to hear that your shoes have not arrived and understand how disappointing this must be, especially as they were needed for a special occasion. We apologise for the frustration caused by the lack of tracking updates and the delay with your delivery.
Could you please share the requested details with us? Once we have them, we’ll review this further 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
I ordered a bag on July 21st
I ordered a bag on July 21st. It arrived on July 24th with a defect. The packaging wasn't good enough—it was just a regular bag—and because of that, it was damaged during delivery. I immediately filed a return and emailed them, but no one responded. A couple of days later, I decided to contact them through the official website, and they responded. About two weeks ago. I described the whole situation, and they said they would refund me. I still haven't received my money. I ordered the bag for my birthday, and now I have neither the money nor the bag. I won't buy this brand again.
Today 13th of August 21 days pass from my purchase and I still waiting for refund!
24 juli 2026
Review zonder uitnodiging
Antwoord van carvela.com
Hi TripToFun,
We’re very sorry to hear about your experience and understand how disappointing and frustrating this must have been, especially as the bag was purchased for your birthday. We apologise for the delay and inconvenience caused with your return and refund.
Could you please share the requested details with us? Once we have them, we’ll review this further with our Customer Service team and get back to you via email with an update regarding your refund.
Thank you for bringing this to our attention.
Regards,
Team Carvela
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