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.
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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.
