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December 2024 by Kimberly Trainor
I have to say the customer service was impeccable! Minju was so helpful and knowledgeable she even txtd my son and I pictures to make are decision easier while we shopped around! Lovely experience
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November 2024 by Vanfvan
Map location is wrong.
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March 2024 by Kate Kim
The worst experience of my life was dealing with MONCLER's brand name service. I bought a winter jacket in November 2023, but it was out of stocks. After waiting a month to arrive, I finally got my jacket. However, when I wore it OUTSIDE of Holt Renfrew, I received a call few minutes later telling me to come back because something was wrong.Upon returning, I was told that the jacket was not in my size, and they gave me a different one by mistake that didn't fit properly. Despite my insistence that it was too big, the employees insisted it was the right size. Feeling frustrated, I decided to wait for the correct size, only to be told later that I couldn't get a refund because I had worn the jacket for a few minutes INSIDE of the Holt Renfrew and it was now sold out.After waiting for couple more months without any updates, my partner had to purchase a jacket for me from another store since they couldn't find the right size. When we tried to use the credit we had from MONCLER, we were told it had to be for the same amount (1 times use only for credit) or we couldn't get our money back. It felt like a scam, with the manager being blamed for the unethical practices.I believe the manager should be solving problems, not creating them. This whole experience felt like a rip-off, with MONCLER essentially stealing our money. I am considering reporting this to the news, TikTok, YouTubes as it is unacceptable .hope that no one else has to endure the same treatment from this store in the future.
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October 2023 by Lynette García
I had an extremely disappointing experience at Holt Renfrew Moncler that left me frustrated and dissatisfied. I purchased a limited edition polo for my boyfriend, only to realize it was one size too big. According to their policy, I had a 20-day window to return the item, but the ordeal that followed was nothing short of exasperating.When I approached an employee, who appeared to be relatively new and inexperienced, he suggested the possibility of a full refund and ordering the correct size, emphasizing the urgency due to the limited edition nature of the item. However, it later became apparent that the Moncler boutique at Holt Renfrew was not fully aligned with the policies of the original Moncler store.I returned later that same day to proceed with the refund, only to be met by another employee, a short-haired Asian girl, who, I presume, was conversing in Mandarin with a fellow customer while making jokes. I patiently waited for a staggering 40 minutes, feeling increasingly insignificant and disrespected.Finally, when I was able to speak with her, she informed me that the shirt was damaged, leaving me baffled and frustrated. However, she quickly backtracked and mentioned that it was merely wrinkled. To make matters even more perplexing, she explained that the initial employee I spoke to was new and didn't comprehend store policies correctly. To my dismay, I was informed that I would only be eligible for store credits.What left me utterly perplexed was the inconsistency in the information provided. The first employee had encouraged me to consider returning the shirt and ordering the correct size online from the original Moncler store. However, the second employee's stance contradicted this entirely, leaving me to wonder why the first employee had suggested it in the first place.My time and patience were clearly not respected during this ordeal, and it was evident that employees were willing to provide inaccurate information to save face. It's truly disheartening that a brand as reputable as Moncler, housed within Holt Renfrew, would offer zero customer service and appear more focused on maintaining appearances than ensuring customer satisfaction. My experience was frustrating, time-consuming, and ultimately left me with no resolution.
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November 2022 by shemida murray
I just had the worst experience in this location. If I could give a below zero rating I would. The sales assistant Shelly was extremely rude to me and ignored me twice another customer even had to tell her I was there first as she witnessed Shelly ignore me to approach her. The customer even apologized on your staff’s behalf before she walked out. I came to buy a jacket Shelly said it was from last year and out of stock even though it’s listed on the website as new. I asked her if there was another location she told me to google it and walked away. I asked her to try another one close to the one I came in to purchase in size 3 she ignored me after I asked her twice.I believe I was discriminated against because of my race and I left this store in tears. The other customer left as well because she was so appalled as to how the sales assistant treated me. It’s a shame because I’m sure she would’ve made great commissions from myself and the other customer. I have never been disrespected like that before and it’s a shame because retail staff should know to treat everyone the same because you never know who is who. I am extremely polite, humble and cultured. It’s extremely saddening that I had to experience racial discrimination and prejudice in this store.
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November 2022 by Elle S
Not good service the girl who picks up the phone has no knowledge what so ever and talks very slow
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October 2022 by Mya Mttu
This location has the worst customer service— very judgemental! There were two male employees working and were both too invested in one customer without recognizing that there were other customers in the store or they simply didn’t care at all. We weren’t greeted or acknowledged— such a disappointment! We left and instead we purchased our item from the moncler section in Nordstrom.
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September 2022 by The Hotel Diaries
Went to this location yesterday and loved it.The sales associate, Shelly, was very courteous and made the experience wonderful and ended up buying a jacket.She was very polite, very patient when sizing people up (in a good way) to find what worked but will definitely be back as a customer.
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February 2021 by Ray Ho
I buy a vest and it is too big. Go back at next day and they don’t have smaller size. Surprisely, they don’t give return. Exchange or store credit only. Feel they cheat on customer because no sales ever mentions the store doesn’t allow return . Very disappointed . I wont' buy moncler again because of this.Update : the manager contacts me and offer a HR gift card. It is not the best solution but it shows the manager tries to resolve the issue. I increase the the star from 1 to 4 because of it.
