carvela.com Anmeldelser 317

I have always loved their shoes, but my recent experience has ruined it completely! The website is horrendous, lagging, refusing to move forward and then rejecting my credit card several times. All customer service could say was to use another card. The shoes came and they must have changed their fitting because the size 4 now feels so tight. I order the 5, having the same website troubles and these feel huge, I’m so disappointed that previously perfect shoes are no more! I tried to do the returns, the system for that is equally awful, not recognising my order, I can’t post both together, they have to be separate and I have to pay twice for that. For shoes that cost £100+ it’s shameful that you have to pay for returns. Paying for the return was equally hard, it kept rejecting the card again until it finally decided to work. Carvela need to invest more into their online ordering, returns and website desperately, I for one will never order on their website again!

Ordered a bag and shoes on Tuesday and paid for next day delivery to guarantee I have them for my weekend away. It's now Friday afternoon and they still haven't arrived. Carvela didn't even send them to evri until Thursday, and now Evri have said to allow until 9pm Saturday night which is no use to me.
Why charge for next day delivery if you can't fulfil?
I contacted Carvela on live chat and the advisor said he/she would get back to me in 2 to 3 mins, then basically ignored me.

Carvela, I would like a full refund, including the extra charge I paid for next day delivery.

***Update***

Yes I did select Evri parcelshop, on the understanding that I would receive next day delivery as it states on your website!
When placing my order on Tuesday, it said 'delivered by Thursday November 13, 2025'. Absolutely nowhere on the order page does it say that orders to a parcelshop take 2-4 days. This is very misleading!

You're basically indicating that all delivery options offer 'free next day delivery' and then telling customers oh actually, it's 2-4 days.

I've just done another mock order and it says 'Delivered by Wednesday, November 19, 2025'
Which is in 3 days time. So again, this is wrong isn't it, if in actual fact it takes up to 4 days?

I will be reporting to trading standards for mis-selling a service and misleading information.

I bought a lovely pair of black patent leather ankle boots from Carvela but the patent coating is peeling and they no longer look good. I have worn the boots on and off for about 2 months but would have expected much better quality from this retailer.

The shoes I ordered were too narrow. I returned them via collection by courier service which I had to pay for BUT I have had no refund!!!!!

Ordered boots online as pair instore were marked. Email advised up to a week for delivery- no problem. 2 days later I was at work and at 12.11pm I received a email stating delivery would be between 1-2pm that day but as I work in the NHS I didn’t see it as unable to access phone. I got a delivery notification which I checked in my break which showed parcel sitting against my front door on busy street in full view of everyone passing despite having plenty of discrete places to leave a package. When I got home the package was gone and after emailing Carvela support I have been told it’s my fault as I should have checked my phone straight away and told them I wouldn’t be home in the 45 minute notice period I had! They have told me that’s it, tough basically! No boots and no money- never seen customer service like this in my life!! I can’t understand why they aren’t dealing with the courier as the photo clearly shows it’s not a safe place! I used to buy a lot but will never buy from them again

Edited after Carvela response- that is not a reasonable response! I was given an hours notice by EVRI that delivery would be that day! It was estimated to be the week after then an email came to say it would be that day between 1-2pm and was received at 12.11pm! I work and could not access my phone and the delivery photo clearly shows a branded Carvela parcel left up against my front door in full view of the whole street! I sent you photos of the page boxes in front garden where parcel would have been hidden from everyone walking past but the delivery driver was too lazy to walk 2 metres to do this!! A compliant delivery should be in a safe place which this delivery was not! You would rather lose a valued customer than raise an issue with your courier meaning I have lost over £100 and have no boots! Shame on you!!

I had a great experience , the boots I bought are divine I have a wide foot so was a bit worried but they are perfect fit , I’m saving to buy them in black , delivery was quick

Lovely product. Just as seen and described that’s why I bought it again as a gift for someone and will buy more.

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.

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.

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.

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

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.

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.

Lovely Bag /Trainers ideal for holidays..
Bag quite roomy ideal hand luggage bag..

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!

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.

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.

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!

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.

Great service, love the trainers & ordered in another colour. Great quality