Holt Renfrew Reviews 

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.

I purchased an item online during a store wide sale. After waiting a week for an update to my order and I am told my order is cancelled due to unfullfilment.

I explained to customer service I wanted to order another version of the exact same time and asked about getting the same sale price. Or some sort of discount since they were the ones who canceled my order.

I am told no they won't give a discount or same price because they couldn't fullfil the order.

Absolutely terrible customer service and completely useless company.

Terrible online customer service. I ordered a necklace and after one day, they sent me an email that it is out of stock after the whole transaction went through.
Meanwhile, I go online to buy the same product but different color that was the same price at the same day of the purchase, but the price went up. I tried to call them multiple times but they didn't honor the previous price.

I had ordered from Holt Renfrew for many time but only the last time which is today I just got my Gucci Sunglasses. The glasses had been used there were a thick foundation on the both rubber between the nose. It’s disgusting. I didn’t bother to return it because I’m so busy. I knew it’s on sale but it’s still costly for some people like me. I hope you treat me better.

Horrible experienced ay holt renfrew odered online.. they said they delivered the packaged but no one received the package. So wait 2 bussiness days to re delivered. The carrier called swyft. I called costumer service they said will follow up etc. then when i called again they said ky package was lost. So they filed a claimed and wait 5-10 bussiness day to refund my money. Very horrible experienced. Never happened again.

Holt Renfrew online is horrible. I ordered two separate packages that were gifts and selected the 'gift receipt' option and 'gift box' option at checkout.
Neither package came with a gift receipt, and BOTH gift boxes came torn up at the sides. I contacted customer service and received a response they would send a new gift box and gift receipt, they did not. When I followed up I was told they could not send gift receipts. I also never received the gift boxes. The service is an absolute joke. Shop at Nordstrom or Saks online, if you can. Holt Renfrew customer service is not up to par with the price you shell out for their products.

My first experience with Holt Renfrew isn't the best. I bought a pair of Sorel boots via the Black Friday/Cyber Monday Sale thinking its a good value for my money.

First, it was delivered at 1.47am. Yes, 1.47am!!! I was wondering who delivered packages during odd hours? There were reports of stolen/lost packages in my area, and so I would suggest next time to make the delivery during the day.

More importantly, I had great expectations when I ordered from this store. I don’t mind getting a pair of boots that someone might have tried on or returned, but this was REALLY tried on multiple times, or worse it could have been used and returned. The left pair seemed to be the one on the shelf for people to try. There were noticeable wear and smudges on the suede to the point that the letter S is almost getting erased.

I understand the Black Friday/Cyber Monday pricing. But I don't feel that I got the value for my money because of the SALE, but it feels more that I got a discount because the pair given to me isn't the best quality? Now I was asked to return. It's a shame that once they were returned, another person might be buying these used pairs again. Quite not a great experience with Holt overall.

Wrong item was delivered. Emailed customer care. No refund or replacement until they get wrong item back- I initially told them I am unable to walk or drive right now and cannot get out to post it back to them. A real hassle, I will keep it and take the financial loss for their careless, sloppy online and customer care service. Nordstrom, Saks, BBB are superior to Holts!

I visited Skims at Holt Renfrew and basically waited for 15 minutes for somebody to help me. Once I got to the fitting room, I was waiting for the sales person to bring me a different size but nobody even bothered. I gave up and left. It was my worst shopping experience and would not go back.

Customer service for online orders is almost non-existent. Ordered an item on May 28th and waited for a week with no indication of whether or not the order would be fulfilled. Have checked back with them multiple times, only to be told they are working on it and they will let me know. It is now June 13th and after countless calls and a couple of voicemails, I still don’t know if I will receive the shipment. Worst experience with a Canadian retailer in the past 2 years. This is now the 4th time in the past 8 months that I have had to spend a lot of time chasing down the status of my purchases.

Ordered three containers of Jo Malone. Two came quickly via Canada Post. The third shipped separately via UPS. It's now 18 days since my order and UPS has not delivered. Yesterday UPS said they tried to deliver but no one was here to sign. In fact we were both at home, all day.
Now I am being told that I have to go to a UPS pick up point to collect the shipment. Very inconvenient.
Holt Renfrew has not been very helpful at all. They should be asking UPS what is going on here, and insisting on delivery.
Peter R.

I bought the Foreo toothbrush with the extra head for a decent price last Christmas, however the fact you have to pay for shipping there is laughable. No issues order wise: came prompt, on time and beautifully wrapped.

My husband ordered stuff worth 400-500 cad online. It was supposed to be delivered in about a week's time and after a whole MONTH the products are still not here.

In the past ten days he has spent over 5 business hours (taking time during his vacation and work time) to get on calls with three different customer care executives. Every call took over two hours to connect and then the sales people would say that ups has lost your parcel so we cannot refund or replace. We can issue a ticket and let you know in 24 hours. It's been two weeks of calling with no resolution, no email replies and no call backs. We are still chasing the holt renfrew team online and trying to get an idea of what to do.

Pathetic. I would recommend everyone reading this to value themselves and their time and go for other competitors that know how to treat their customers.