Complaints

• Initial Complaint

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of ***** **** shoes for $565 at Holt Renfrew online for my sister for her birthday and when the shoes were delivered they were clearly previously worn and in terrible condition. In addition the box it came in was ripped and not packaged properly. I contacted Holt to get a replacement pair and was advised that the shoe I bought was no longer in stock. I asked to have it replaced with a same style but different colour that was available but they refused because the replacement pair was for a higher amount. Holt misrepresented the condition of the shoes online as it was never mentioned that these were previously worn. I was offered an additional discount if I decided to keep the shoes which I told them I would not be keeping a pair of user shoes that were a gift for my sister. The correct resolution to make it right would be to proceed with a replacement for the same pair of shoes in a different colour since the colour I bought is no longer available. They have been unwilling to cooperate or even offer a gift card for the difference I would have to pay to get the similar pair at the increase price.

  Business response

  16/05/2023

  The matter has already been resolved directly with the customer. 

  Unfortunately, there were no other pairs of the sale priced shoe that the customer had selected available in her desired size, so an exchange for a different pair was impossible.  The customer was offered an additional $200 discount to be applied to the already discounted purchase price of the shoes she had received, or  on an alternate pair of shoes.  Ultimately,  the customer has elected to return the shoes for a refund.  Once the shoes are received by Holt Renfrew, her credit card will be refunded.  For her inconvenience, the customer  has also  been provided with a gift card that she can use on a future online or in-store  purchase from Holt Renfrew.  

  Accordingly, Holt Renfrew considers this matter closed. 
  

  Customer response

  16/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The only reason I ended up returning the shoes was that they were unwilling to provide an exchange for the same style but in a different colour.  When I returned the shoes the rep at the concierge centre even agreed with me that there should have been agreement to replace the pair even if it was at regular price.  Or even provide me with a gift card for the different to cover the amount of exchanging them for the same style at the regular price.

  
  Sincerely,
  
  ****** *****

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