Holt Renfrew Recensioni 56

I placed an online order with Holt Renfrew and selected "express shipping". I was then given a delivery date.
Each of the the next two days I received emails from Holts indicating my order was "Ready to ship" and then "Picked up by Fedex". By the end of the second day, Fedex tracking still shows they haven't received the package.
When I called the Holts "customer service" lines, a very arrogant operator tried to tell me Fedex often takes 24 hours to update their tracking info. Ridiculous!
I have dealt with Fedex for nearly 30 years. Their tracking info is updated a few minutes after picking up packages from our building.
The rep just read me nonsensical policies and refused to do anything to look into the whereabouts of my package.
this was my FIRST and LAST order placed with Holt Renfrew!

Horrible customer service with the Chanel counter. No one ever picks up the phone. You just wait with the worst music playing over and over and eventually a hang up. When calling the store itself and using the extension, still no answer but a promise to call back within an hour. Thats a lie. Still waiting.

February 15, 2026, I had an extremely unpleasant experience at Holtrenfrew Yorkdale Toronto Canada.

I wanted to purchase Prada men’s sneakers that were displayed on the sale floor. The item was clearly placed in the sale section and marked as a sale item. When I asked the salesperson to bring the second shoe and the box so I could purchase the sneakers, he looked genuinely surprised that they were supposedly on sale. He then said that there was no box and no second shoe.

This is not the first time I have encountered a similar incident in this store. Items are displayed as sale items, but when you actually try to buy them, it suddenly turns out that something is “missing” — the second shoe, the box, or even any acknowledgment that the item is on sale.

I asked to speak to a manager, but the salesperson refused to call one. I waited for more than an hour, and neither a manager nor the sneakers ever appeared. During that time, the salesperson pretended he was looking for the item, but instead he was talking to and assisting other customers.

In the end, he took the single shoe that had been displayed for sale and removed it, and he did not put it back on the sale floor.

It feels like these items are intentionally not being sold to customers at the discounted price. Later, the same kinds of “sale” items appear on eBay or other resale websites.

I consider this practice unacceptable and misleading to customers. I hope store management takes this situation seriously and addresses it.

I placed an online order with HR for several items and checked my account daily. For days, the order status showed as “in progress.” On day 4, one item arrived. On day 5, most other items arrived, except for pair of trousers and a skirt. So I checked my account again to see what was going on, and suddenly the skirt was marked as cancelled. No warning. No explanation. How is that even possible after the order had been "in progress" for days? So I called customer service and was told that the item was out of stock. What?!? For context, I’ve had orders cancelled before due to items being out of stock, but in those cases it happened within 24 hours and the order was cancelled immediately. The only explanations that seem plausible are that a sales associate purchased the item personally, or it was removed from my order to be sold to another customer. Neither of which is acceptable!!!!

This is the second time this has happened at HR. The first time, I let it go.After reading Reddit forums, it seems this is a common issue with HR's online orders.

This experience has completely eroded my trust in HR. I plan on taking my business elsewhere.

I am extremely disappointed with my experience. I made an online purchase and returned multiple items by mail. FedEx confirms that the return package was received by the store over two and a half weeks ago, yet I was only issued credit for one of the returned items.

Since then, I have emailed several times and called customer service three separate times with no resolution. Each interaction results in the same generic, scripted response, with no real investigation or follow-through. During one call, I was explicitly told 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 exact same unhelpful response.

This level of service is unacceptable, especially when compared to other retailers who process returns quickly and efficiently once an item is confirmed delivered. At this point, I have proof of return, multiple documented attempts to resolve the issue, and still no accountability.

I strongly caution others: if something goes wrong with a return, be prepared for a frustrating and time-consuming experience. And not to get your refund.

As a high-end department store, I was disappointed by the level of customer service I experienced at the concierge desk. Prior to my visit, I had checked online that an item was listed as in stock at this location. When I did not see the item on display, I went to the concierge desk for assistance.

This was around 6:00 p.m., and two employees were behind the desk chatting. There were no other customers waiting, and it felt as though I had interrupted them. When I asked if they could help me locate an item showing as in stock, the associate’s initial response was that it should be on display, followed by a dismissive glance away. I explained that I did not see it and asked if she could check the system. She reluctantly went to the computer, told me I should find a sales associate, and only after I politely insisted did she check inventory. She confirmed that two units were showing in stock, but again stated that I needed to find a sales associate.

I looked at her and she quickly looked around and pointed to one associate over at the Loewe counter, then changed her mind and pointed toward the Chanel eyewear section. While I am certainly capable of approaching an associate myself, it would have been far more courteous and appropriate for a luxury retailer to assist me directly or escort me to the correct section.

I then approached the sales associate, showed her the item on my phone, and was quickly told that it was out of stock, despite the system showing otherwise. When I asked if she could help me order the item online, I was told that was not possible for this brand. I thanked her and left.

While this particular incident was neither serious nor overtly rude, the overall lack of care and accountability was off-putting and made me question the value of shopping in store when I could have just easily ordered online.

I’ve only ordered from Holt are free once online, and couldn’t be happier. The lotion my wife wanted was the same price at HR as the manufactures website, but HR actually had product in stock and shipped via FedEx. Couldn’t be happier with the service!

I ordered a pair of boots from Holt Renfrew.
I hunted for these boots over a month and a half. To finally receive them, and find that there are creases on both boots, marks on the red soles, as well as a damaged box, that barely closes. The boots are over $2500. Customer service is telling me to send them back. But those boots don’t exist anywhere anymore. So it’s either I send them back or keep the boots that have been previously worn and torn for a full price. I don’t see how that reflects one of the most high end places to shop, with super low quality control and customer service. I’m very upset and I can firmly say, I will no longer be making purchases at HR. Just because they know that they have no competition in Canada, it doesn’t mean that HR customers have to put up with such disregard to their time, money and preferred place to shop.

Not sure what everyone is complaining about these guys have been the most iconic fashion store in all of Canada. We shop here monthly, amazing place.

I have tried to contact customer service five times at least. I would like 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 have made no attempt to help me 9n this matter. Obviously they can’t be bothered and simply do not care. It’s the worst.

Bought two items (to make a matching set). They canceled one claiming sold out in my size, so I requested them to add a different size. They couldn't help me and told me to do it. Then that size happened to show online as sold out too and they shipped out an order of half a matching set. Not a great experience with customer service.

"I purchased an item with express shipping, but I discovered a week later that my order had been canceled without any notice or email."

KASH IN THE SQUARE ONE HOLT RENFREW ID A GREAT SALES / CONSULTANT. ALWAYS ON POINT WITH LATEST TRENDS AND TIPS. PLEASANT HARDWOKING. ALWAYS LOOKS AFTER ME.
MARK MAGUIRE

Love the fact is Holt Renfrew is Canadian and I love to shop with Canadian , but there are many issues about customer service in the past and they never wanted to correct it and finally treating customer poorly ( me).
Ordering online , get deliver at the curb, they just left it out side no matter it’s an expensive skin care inside and no matter the cost of that package I have paid for , it’s happened most of time when I ordered. When called customer care to make a complaint , left messages manager never return call. And I just noticed when I tried to place an order supposed included delivery I only have one option of picking up at a nearest store only. It’s awful for the customer care that way.

Arrogant and quite pretentious first off and that's on a good day. The staff discerns amongst their clients I've noticed - not all - and treat people by the way they are dressed not their actual needs or worth. I went into holts on bloor near avenue road (to get to the biggest problem) after being a loyal customer for years. Bought my moose knuckles jacket here during some Xmas sale. Nowadays I've bought less and less and mostly just window shop..... that's window shop not steal. Reason I say this is because the same Short asian gent with a face mark makes a beeline consistently towards me each and every time I come in. He's obviously store security and is giving the establishment an extremely bad name with his behaviour. First off you need to blend into the people in the store and he he hardly blends more like bends. Very very obvious and quite laughable. The last visit I made 2 days ago as soon as I walked in intending to buy a bottle of kilian cologne he immediately started staring at me and made a beeline for me. Sensing this, I decided to spray myself liberally of the most reachable expensive cologne and hightail it to the exit in disgust. I will never ever buy anything from the store nor the others ever again until they start showing more respect to the clientele. Don't forget - I'm from around the way and will not tolerate a totally blatant unhidden wannabe cop following me around for no reason. And trust me when I can say that I can afford to buy and not to be treated like trash as I have been the last few times. No thanks. P.s. I did pass around Xmas to holts and saw said little security man sporting the blackest shiner. Wonder why? Nuff said

Horrible customer service
Why? They don't answer the phone
Tried multiple times multiple dates
They simply do not care at all about serving their loyal customers
It's over as far as I'm concerned, I will buy anywhere but there. Companies need to realize that ignoring customers is not the way to go...

What’s wrong with Holts? The Canada Post strike ended the week before Christmas. During the strike Holts used a courier service. Well my package never arrived for two days, still hasn’t been delivered. Are you people nuts? Canada Post is useless during regular business hours. You chose the carrier, there was no other option so YOU are responsible. So get off your duffs and get the package delivered or refund immediately.

Fantastic experience with Holt, as it is difficult to find many of brands I was looking for in Canada, Holt had them all. Additionally when I purchased the wrong size the return process was simple and easy to follow.

Called customer service and they opened a ticket. Never heard back from anyone. I emailed the CEO with my concerns and have yet to receive a response. Why bother shopping at Holt's when you're treated as 'invisible'.

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.