carvela.com Anmeldelser 317

Terrible customer service. I made a mistake ordering two pair of trainers instead of one. I contacted immediately via the live chat ( the order wasn't processed) and asked one pair to be cancelled. I was told that this is impossible and I have to return the trainers I didn't want. It took ages I didn't receive an email that the returned trainers have arrived back to the online warehouse. Contacted again live chat and I was told to wait 2 weeks for the refund. No communication, no emails, waiting and no money back. Please avoid and don't order anything. Poor quality as well

Upon returning from a recent holiday, I discovered that my parcel had been left by the bins at the front of my property — a completely unsuitable and insecure location. At no point did I agree to this being a ‘safe place’ for delivery. When I contacted customer service, instead of receiving assistance, I was unfairly criticised for not providing specific delivery instructions, despite explaining that I was away and unable to regularly check emails due to caring for young children.
I find it unacceptable that the onus was placed on me rather than the delivery company being held accountable for leaving an expensive parcel (£100+) in a clearly inappropriate place. I also requested to escalate the matter to a manager but received no satisfactory resolution.
Given the value of the item and the careless handling of the delivery, I am extremely disappointed that Carvela refuses to take further responsibility. As a result, I am now left significantly out of pocket, with no support or compensation offered.
I will not be purchasing from Carvela again and will be sharing my experience publicly to warn other potential customers.

Ordered a pair of Chunky frame mid brown sunglasses online
Wanted to return as they are to big.
Sent six emails with no response because the return portal and back up does not work.
I would strongly advise anyone who is thinking of ordering on the website to avoid.
They don't respond to emails and there is no customer service telephone number.
I guess i'm stuck with these sun glasses, as nobody wants to help.
Will never purchase from Carvela again

Paid delivery and return fee for the privilege to try on a pair of shoes. Will order from 3rd party going forward, or just avoid them fully.

Never again. Ordered three pairs of shoes, two were delivered to the correct address, one pair not delivered - contacted customer service who told me that it was my fault because I hadn't provided courier instructions (even though the other pairs were delivered fine)?! They were delivered to another building on my road because whoever sent them entered the wrong address on the label. Now struggling to return two pairs that don't fit, online system doesn't recognise my order number so dealing with customer service again. They also charge for returns!
Update: Following the below message from Carvela I did not receive a request for info, I contacted Trust Pilot and they had no record of it either.

I ordered 2 pairs of trainers and needed to return both. I completed the online portal once, thinking I would need to do separate returns - So I have managed to return one pair and have just had my email to say refund is on the way - great! However, I have emailed customer services 3 times to be able to return the 2nd pair, no reply to any of my emails - absolutely terrible customer service and by the time I do get a response will probably be too late to return them. Can someone PLEASE contact me asap.

Bought a bag and pair of sunglasses. They labelled their sunglasses wrong on the website (mixed up blush and mid brown) so I received the wrong colour glasses. Customer service was pretty blunt but said they have notified the right team to correct the issue and I will have to return the glasses and order in a few weeks to ensure I get the right colour… pretty poor, won’t be ordering again

Absolutely awful service. I ordered a pair of boots which did not arrive, apparently this is Evri's fault. However, after contacting Carvela numerous times they still haven't refunded me (it's been over a month). Customer service are really unhelpful and keep stating that they have to wait for 'my return' even though I never received the parcel! I will not be shopping with them again.

The worst shoes that I have bought and worn it because All of my feet in the wound. I only wore it once!
Never ever buy it, you will regret it

I have a pair of boots that have basically fall apart the so called leather part has turn to dust. I have written an email to complain with pictures of the issue but as I cannot provide the receipt which I explain I don't keep specially for a brand name. They are refusing to help. Have even ask me for bank statements but these are not the only thing I bought and I have several accounts, I just wonder when is obvious is there shoes and they can check..hardly wore how a company can actually say that. Very dissatisfied and disappointed about their response. They state on the boots is leather ...well how does leather peel and turn to dust? Over 100 pounds boots and this is the best they can do or say. Really amazed.

Ordered a pair of boots for my partner. Boots arrived but were the incorrect colour to what was purchased. Spoke to live support who refused to send the correct pair and arrange a swap. Advised me I needed to re-order the boots and send back the current pair, which is a significant inconvenience to me. Laughably poor

I Bought shoes online and paid £3.95 for postage ,waited for my shoes for over 2 weeks as on the delivery website it was saying my order was delayed.
Once I decided to contact carvela customer service by email to let them know that I did not receive my order yet,I was refunded the fallowing day and they deducted the money I paid for the postage.
An email was sent to letting me know that they had received my returned items,I did not receive the order in the first place for me to return it.
I feel like I have been robbed of the postage money.
NOT PLEASANT AT ALL!

Had my parcel delivered it was left outside my front door and wasn’t there when I got home . They will take no responsibility and will not refund me for goods I haven’t received. I’d steer well clear . Customer services are horrendous

I bought the shoes,and very disappointed . I payed £159 for shoes and plus had paid the postage so that the shoes would arrive on the time. They arrived later than expected. The rest of the shoes were silver sparkles, but in 3 places there was a yellow tint that could not be cleaned. its more of a manufacturing damage and where we hold together the silver lines, one shoe the seam is poorly connected and has small holes. Customer services offer 30% refund back . That’s ridiculous for £159 which is poorly stick don’t accept to refund . That’s not right . I even have proof picture which been taking before I wore the shoes . So bad customer services

I have had previous items from the company which I absolutely love, so ordered some more shoes and a bag. The parcel was delivered and the bag was missing. Raised this with them straight away, sent photos of the packaging etc as requested and they have refused to refund me for the bag or send another as it was apparently included in the package. I have now returned the shoes and will not buy from them again.

Update - since Carvela commented on here my emails have not been responded to and I have not had any further contact!

Further update - they are still refusing to refund me the money for the item I did not receive

Bought a cross body bag just over a year ago. Used less than 5 times and the chain broke. Customer service was awful from Aditya and then manager Ashish. Refused to give full refund back to original payment method even if product was returned to them. They insisted that a gift card would be issued. I do not want a gift card as I don’t intend to shop with Carvela again.
Poor quality product. Felt unheard as a customer. Will be going through my bank for a full refund

The company have stolen items from me. The post office made an error and returned another parcel containing 3dress to Carvela. This was on the 27 Jan 2025. It is now the 16 Feb and despite them confirming they located the dresses on 10 Feb and would send me the tracking information, I am still awaiting this on 16 Feb. This prompted me to send yet another chaser email to now be told that they haven't located the dresses. DO NOT BUY FROM THEM AS YOU CANNOT SPEAK TO ANYONE TO GET ANYTHING RESOLVED. Companies should not be allowed to trade in this manner!!!

I have not received my order, I contacted Carvela for an update as there was no information available on their tracking system. I received an email response advising they would investigate. I then receive notification that the boots had been delivered 3-days earlier and that it was my responsibility to be home or arrange an alternative location. I challenged this explaining I received no tracking information ( hence why I contacted them originally) from them or their delivery provider so had no idea when the boots would be delivered to ensure I was home. I requested a replacement or full refund only to be advised neither were possible and they had ‘ handled (my delivery) with the utmost care and diligence’.
Worst customer service I’ve experienced, requested a contact for escalation only to receive an email stating my case has been closed.

I had a really poor experience with customer service. Despite it being during working hours, no live chat agent was available, and there was no contact number, making it difficult to get support. I sent an email regarding my birthday discount code - CCBOPGB5 but the responses were unhelpful. A representative named Swaraj repeatedly told me the code would arrive on my birthday, even though I clearly stated not working.

After several communications, I was still stuck in a frustrating loop with no resolution. It felt like no real effort was made to understand or resolve my issue. Disappointing experience overall.

Response to Carvella response- what information do you need?

Missing item from order but will not refund me or replace despite providing photographic proof that the package received was not large enough to include three boxes of shoes. Shocking customer service. No contact number to speak to anyone, just awful.

And don’t be fooled by the standard apparently caring ‘reaching out’ response from carvela - no one has been in touch to resolve this and my messages have been ignored.