Holt Renfrew Omdömen 57

Holts used to be the only decent store in the city to find good clothes that were stylish and somewhat affordable. NOW, it is pathetic. If you can’t afford to spend a ridiculous amount of money on a single item or you’re not size 0-2 forget it. Every time i go there on the off chance that maybe I’ll find something to wear i come away feeling really depressed. What the hell is wrong with you people? Are your buyers completely inept? Are you catering to a particular market ie.”crazy rich Asians”??? If that is the case, and I suspect it is, thanks a lot. You’ve managed to completely alienate clients like myself who’ve shopped there since childhood! And whats with ALL the stupid renos. You have not improved the place one iota. It’s now a cold empty wasteland. Congratulations.

I went to shop for a perfume.. The customer service was awful, very rude, lack of courtesy.

The worst customer service experience.
I complained 3 times without any answer.
Very disappointed...

I prefer to go to Sephora for beauty products. Their service is impeccable.

Shoes bought online for over $1,000 showed up previously used, dirty, and damaged. Was told that they sometimes find stock at stores if they aren't able to get fresh stock. They told me they can't send me new shoes, but I can only return them for a refund. These were my wedding shoes...

I have been shopping here for years and disappointed that they are the only place for high end items but awful service
They sold to me online a defective item which was NOT stated on the website
Instead of returning or giving a further discount they said final sale
Manager refused to do anything
Awful

I have a similar experience to many of my fellow shoppers! Very disappointing actions by a high end retailer.

Ordered a pair of Veja sneakers on a long weekend sale. I was sent the wrong sneaker, of a lesser value. When I requested the correct shoes via customer support I was told they had to ‘locate’ the correct shoe and surprise surprise.. the size was sold out.

After many back and forth emails, I was granted a refund but they failed to mention the $10.00 shipping fee would NOT be returned. I paid $10 for many back and forth emails, and no shoes.

Cool thanks.

I ordered a designer sandals on 50%, they shipped me the wrong item (completely different one), by the time it arrived it was sold out so they could not ship the correct item to me. I requested that they honour the same discount (50% off) any other designer sandals of equal or lesser value, but they denied it and said they "regret" that I didn't take advantage of the sale price!!!!!

They made a mistake (which it happens, no big deal), why not own up to it and endure the consequences, given my flexibility that I was ready to choose a different one, but not ready to waste $600 for a mistake I did not make!!!
I have all the emails from them.

I don't remember what she was wearing, how she did her hair, or really anything about her. Except that she was welcoming, and 'at my service'.I come away with the perfect fragrance for me, and my wallet. I left feeling that for the 20 minutes or so that Andi was assisting me, that i had been seen, heard, + respected. Andi did a wonderful job of representing Holt Renfrew. I just wanted to let everybody know. Andi works at Cash Register # 520. Thankyou Andi.

This seems to be a running theme with HR. Ordered jeans online at an incredible discount after watching for a sale for weeks. I never received a shipping notification so I checked to see if my credit card was charged which it wasn’t. I finally check the status on their website and it says the order was canceled. I do a TON on online shopping and have never experienced this before. Why am I able to even put out of stock items in my cart? My guess is that someone who has bigger fish to fry wanted them and got them instead.

Walked into the store and was clearly viewed as the ‘wrong’ sort of customer. That is not well or expensively enough dressed. I could actually have afforded anything in the store but could not get service or even a response from the sales clerks. I was there to buy a gift for my granddaughter (with her in tow) so it was doubly embarrassing. To read in this morning’s paper that Sebastian Picardo thinks the store is welcoming to everyone was laughable. I will never darken their door again and have advised my friends and family to do the same.

Money scam. Placed an order online tonight for a Mackage jacket. The transaction didn't go through howwver my credit card got charged. I tried another card and the second also got charged - no order confirmation
Calling them this morning - technical issues with payment and the jacket I ordered is no longer available.
No customer care, no help, no offer to replace with similar jacket. Nothing… a luxury department store lol, H&M is much better

Just the worst. Bought 2 shirts online. A few days later, 1 was cancelled, a few days after that the other was cancelled. A couple of days later the shirts were available again at a higher price. Called, emailed MANY times etc., finally got the original order through. A few days later order cancelled again. Hours wasted; NEVER will I shop here again.

This is the 3rd order in a row in the last year that I have tried with HR where there is inventory available onsite, I place my order and pay and then the order sits in "order received status" for days. I had a sneaking suspicion what was going on based on my past 2 experiences so sent an email asking what's going on with the response of "they're working on it". Three days later, I called customer service only to be told the order is being cancelled by them due to lack of inventory, as I suspected. Clearly HR needs a better inventory control system as I've not experienced this anywhere else and I do a ton of online shopping (as well as in HR's store). Once, maybe twice, fine. But three orders in a row is inexcusable. Typically, if an item is showing available and you get to the point of adding to cart and completing payment, the item is yours. Guess I will be doing my shopping with HR competitors going forward.

UPS delivery is extremely POOR! stated delivery is Oct 9..I placed my order Sept 26,2023. I didn't receive it until October 18! I pick it up ..it's my mistake to UPS store far from my place and I paid $10 for shipping and delivery! And after I picked up I received a notification that has been delivered! Holt renfrew should return my shipping payment. Don't ever use UPS they never call customer and not honest for delivery date. Contacted holt for cancel my order but they never do it. Poor poor customer service!!

Holt Renfrew online purchases are complete trash. Ordered a bathing suit and paid for delivery and it still had the security tags attached. I had to make an inconvenient trip to Holt Renfrew which is very hard coz I work full time as a registered nurse hence the reason I order online 🙄. For them to give a credit of 25 dollars took 5 emails and 2 online chats.

Horrible horrible service. I purchased a purse from their website even though they were selling it more expensive because I thought they were a reputable company and the other online website had 50/50 reviews. My mistake, that I didnt check Holt since they are known world wide. The bag I received came USED! Dirty on the outside and inside, handles clearly scuffed. I call customer service, im told no exchange need to repurchase now at a higher price because now I need to pay for shipping. I inform them that they charged my credit card two times for the purchase. I was actually charged twice, I received notification from my bank of the double charge. Holt told me this is normal, that was is a preauthorize hold.... alright, many companies do this but they dont actually charge twice... anyways. I repurchase the bag on the phone with the customer service at a higher rate ( she says she will refund me the difference later....) Guess what the customer service rep ships my purse to some random address instead of my house.... so now im legit out on my credit card the charge of the purse 4X which is 800$ and I have no bag. I asked to cancel everything because clearly this is a terrible online company. Since Tuesday, we are Thursday. I am still out now 600$ for items I got used/never received. Please beware! do not buy anything from them. The last customer service rep I spoke to was nice though...

Why are the perfumes on display 🤔 if we aren't supposed to sample them?
Employees come racing over if I spritz..'can I HELP you'? It's annoying.

Online sales are a sham!!!!
You take the time and place an order. They cancel it after a few days without notifying you

Great company - great products and when they mess up your order they help you out and make it right

I have ordered a number of times from Holt Renfrew's online store as well as made purchases in-store. Both experiences have been relatively smooth for me. For my online purchases, I usually receive them within a week of ordering (typically through Canada Post or a courier service called Swyft).

Unfortunately, one of my recent orders that should have been delivered by Swyft on January 27 was delayed for no stated reason. The tracking information said a delivery would be reattempted in 2 business days but that never happened. I contacted the courier service multiple times with no response. I then reached out to Holt's customer service a few times by phone and they have been nothing but pleasant and understanding of the situation.

I was told that they have been experiencing numerous issues with Swyft Courier service and that their team is investigating the issue and trying to resolve it as quickly as possible. That said, I placed another call to Holt's customer service line again today and finally asked for a refund (almost 2 weeks after my initial order date). The representative that I spoke with said she has put in the request for a refund and that it should be processed within 2 business days and that they will recall the package from the courier service (I have no idea how this will happen).

Overall, I'm satisfied with the customer service from Holt Renfrew but I am massively disappointed that they would choose to work with such an unreliable courier service. I hope they switch to a Purolator, FedEx, or UPS moving forward, or just stick to Canada Post.

Update (Feb 16, 2023): My refund has been processed and customer service has been incredibly kind and apologetic for the situation. Overall, I'm still satisfied with my experience.