Carella's Shoes — Local services in Hamilton Township

I purchased a pair of Tasman UGGs from Carella’s as a Christmas gift, but my experience was incredibly disappointing. Upon receiving the shoes, I attempted to scan the QR code inside to verify authenticity, as recommended by UGG and numerous online resources. Despite dozens of attempts using different devices and methods, the QR code would not scan. I had my husband, sister, and daughter try as well, with no success. Concerned about the authenticity, I reached out to Carella’s via email. After almost two weeks with no response, I finally messaged them through an app and received a reply stating they only sell authentic shoes. While I appreciated their assurance, I explained that the QR code not scanning was a major red flag and I didn’t feel comfortable giving these as a gift unless I was 100% sure they were authentic. The representative was resistant to my concerns but eventually allowed me to return the shoes. However, I had to pay for return shipping myself. Before sending the shoes back, I documented the issue thoroughly with videos and pictures, knowing there might be resistance. After tracking the package and confirming delivery, I noticed a refund for the shoe price but not for shipping costs. Carella’s refunded the cost of the shoes but refused to refund the shipping costs, claiming they scanned the QR code and confirmed the shoes were authentic. I found this response frustrating and unacceptable, especially as I had proof that the QR code did not scan. Despite explaining my situation multiple times and requesting a refund for the $30 total I spent on shipping (both to and from), Carella’s ignored my concerns and failed to resolve this matter in a satisfactory way. Their customer service felt dismissive, and I was left footing the bill for their faulty product I regret giving them the benefit of the doubt instead of reporting the shoes directly to UGG’s fraud department. I understand businesses take pride in their reputation, but dismissing legitimate customer concerns and ignoring follow-up messages is not good customer service. I wouldn’t recommend shopping here due to their lack of accountability and poor customer service. I tried to give them the benefit of the doubt, but their unwillingness to address my concerns appropriately has left a...

If you want to know what real customer service looks like, walk into Carella’s. There’s something about this place that sets it apart from the second you step through the door, maybe it’s the genuine smiles, maybe it’s how the staff actually remembers your name, or maybe it’s that feeling you get when you realize you’re in a store where people truly care. We’ve been coming to Carella’s for years, and every single visit reminds us why we never bother shopping for shoes anywhere else. This is a store for everyone, kids, adults, even the grandparents. My grandchildren got their very first pairs of shoes here, and now it’s a family tradition to come back every year for back-to-school sneakers. The selection is unbeatable, not just for little ones but for grown ups too. They carry a wide range of name brands, so no matter your style or size, you’ll always find something that fits just right. But what really makes Carella’s special is the people. The staff goes above and beyond every single time. They take those extra steps most stores have forgotten measuring kids’ feet, patiently letting them try on as many pairs as they want, and cheering them on as they race around the store to test out the fit. There’s never any rush, never any pressure, just a real desire to make sure every customer leaves happy and comfortable. This kind of service is almost impossible to find these days. Carella’s is local business at its absolute finest family run, deeply invested in the community, and genuinely committed to treating every visitor like family. It’s customer service beyond expectations, and it’s the reason we’ll be loyal to Carella’s for as long as they keep their doors open. Simply put, we love this store. It’s everything a neighborhood shop should be, and...

I placed an order and received my order within the next week that I placed it. Unfortunately, the size I ordered was too small, so I contacted the shop to start processing a refund. I reached out to the shop at least 5 times, waiting for a response that never came. I finally received a response 13 days after I originally placed my order. Keep in mind, the refund policy is 14 days. The owner asked me to ship out the box immediately to receive the refund, without even providing a return label. I had to pay for the return label myself, which totaled out to over $30. After returning it, I finally got my refund processed, only to find out that it was only partially refunded to cover only just the product, and not the original shipping cost. Not once did someone mention that I would not get fully refunded for the entire amount that I spent. Having to cover the cost for the return label AND the original shipping on the order totals out to over $50, which was literally half of the amount I got refunded. Essentially I lost money just trying to return an order that simply did not fit. Worst experience I’ve had with a small business. Never ordering from...