Review Time
I placed an online order with the company for several items and monitored my account daily. For several days, the order status remained as 'in progress.' On the fourth day, one item arrived, and on the fifth day, most other items came, except for a pair of trousers and a skirt. When I checked my account again, I found that the skirt was suddenly marked as cancelled without any warning or explanation. How is that even possible after the order had been 'in progress' for so long? I contacted customer service and was informed that the item was out of stock. What?!? I've experienced cancellations before due to stock issues, but those typically happened within 24 hours, and the order was cancelled right away. The only reasonable explanations seem to be that a sales associate bought the item for themselves or it was taken from my order to sell to someone else. Neither of these scenarios is acceptable! This is the second time this has happened with the company. The first time, I brushed it off. After reading discussions online, it appears this is a frequent issue with the company's online orders. This experience has completely shattered my trust in the company, and I intend to take my business elsewhere.
I am very disappointed with my experience. I made an online purchase and returned multiple items by mail. The courier confirmed that the return package was received by the store over two and a half weeks ago, yet I have only received credit for one of the returned items. Since then, I have emailed several times and called customer service three times without any resolution. Each interaction results in the same generic, scripted response, with no real follow-up or investigation. During one call, I was assured that the issue would be escalated to management and that I would not need to call back. Unfortunately, nothing was resolved, and when I called again today, I received the same unhelpful response. This level of service is unacceptable, especially when compared to other retailers who handle returns quickly and efficiently once an item is confirmed delivered. I have proof of return, multiple documented attempts to resolve the issue, and still no accountability. I strongly advise others: if something goes wrong with a return, be prepared for a frustrating and time-consuming experience.
I placed an online order with the company for several items and monitored my account closely. For several days, the order status remained as 'in progress.' On the fourth day, one item arrived, and on the fifth day, most other items came, except for a pair of trousers and a skirt. When I checked my account again, I saw that the skirt was unexpectedly marked as cancelled without any notice or explanation. How can this happen after the order had been 'in progress' for so long? I reached out to customer service and learned that the item was out of stock. What?!? I've had cancellations before due to stock issues, but they usually occur within 24 hours, and the order gets cancelled immediately. The only plausible explanations seem to be that a sales associate bought the item for themselves or it was removed from my order to sell to someone else. Neither scenario is acceptable! This is the second time this has happened with the company. The first time, I let it slide. After reading online forums, it seems this is a common issue with the company's online orders. This experience has completely undermined my trust in the company, and I plan to take my business elsewhere.
As a high-end department store, I was let down by the level of customer service at the concierge desk. Before my visit, I confirmed online that an item was in stock at this location. When I did not see it on display, I approached the concierge desk for help. This was around 6:00 p.m., and two employees were chatting behind the desk, with no other customers waiting. When I asked for assistance locating the item, the associate initially said it should be on display, followed by a dismissive glance. I explained that I did not see it and asked if she could check the system. She reluctantly went to the computer, told me to find a sales associate, and only after I insisted did she check inventory. She confirmed two units were in stock but insisted I needed to find a sales associate. I approached one associate, showed her the item on my phone, and was told it was out of stock, despite the system showing otherwise. When I asked for help ordering the item online, I was told that was not possible for this brand. While this incident was neither serious nor overtly rude, the overall lack of care was off-putting and made me reconsider shopping in-store.
I’ve only ordered from the company once online, and I couldn’t be happier. The lotion my spouse wanted was priced the same as on the manufacturer's website, but the company actually had it in stock and shipped it via courier. I am very pleased with the service!
I ordered a pair of boots from the company after searching for them for a month and a half. To finally receive them and find creases on both boots, marks on the soles, and a damaged box that barely closes was very disappointing. The boots are over $2500. Customer service simply instructed me to return them, but those boots are no longer available anywhere. So it’s either I return them or keep the worn and damaged boots at full price. This does not reflect the standards expected from a high-end retailer, with such poor quality control and customer service. I am very upset and will no longer be purchasing from the company. Just because they have little competition in Canada does not mean customers should tolerate this disregard for their time and money.
I have attempted to contact customer service multiple times. I want to send an email gift card to a friend in Canada, but the necessary form cannot be submitted with an English postal code. Customer service has made no effort to assist me with this issue. It’s very frustrating.
I purchased two items to create a matching set. One was cancelled due to being sold out in my size, so I requested a different size. They were unable to assist me and told me to do it myself. Then that size also showed online as sold out, and they shipped out an order of half a matching set. Not an ideal experience with customer service.
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Holt, Renfrew & Co., Limited, commonly known as Holt Renfrew or Holt's, is a chain of high-end Canadian department stores.
