Thebay.com / Hudson's Bay [HBC]
Reviews and Complaints

I tried to place a order online it said my payment wasn’t processed. So I tried a few more times trying to figure out what the problem was,

Each time I tried it said the same thing,

Your payment was not processed please try again or call customer service. About a hour later I checked my bank account and I saw multiple charges taken out.

I had over 400$ charged on my account so I called their customer service, they said there is nothing they can do and I have to wait as the payment didn’t go through but was put on hold by them for some reason and it will take anywhere from 7-10 business days for my money to come back into my account and told me if I had a issue to call my bank I called my bank they said it wasn’t a pending charge and the transactions had gone through so if they are refunding me I have to wait and if not my bank has to open a investigation. Which now means not only will they not ship my purchase but now I have to wait over a week to get my money back. This is ridiculous and is now delaying me.

This department can never be reached over phone. I wanted to buy a Natuzzi set and wanted to discuss the delivery options. Called them for a week but none answered the phone. Called the store manager mike and left a message but never heard back.

I went to the store and found a lady in the home area section. She was on her cell phone. As soon as she saw me , she went inside an private office space attached to the home area.

This is ridiculous. If Bay doesn’t want to do business, they better shut down.

Hi,

I am filing complaint against your employee.. I can’t remember the name, probably it was Amila, or Amina (something like that). She should be Indian or Pakistani and I encountered her in ladies swimming suit section at around 2 pm in Hudson bay, Edmonton, Southgate.

She and her colleague were talking. Unfortunately, I could understand their language. It was probably Indian or Pakistani. Her colleague was asking her, why did she not give discount to me that I owe. And that Amina or Amila said, I will give it to whoever I want and not give to those I do not want. She also tightly encroached my clothes within a small bag and gave it to me. Normally, people would give us little big bag when clothes fit that tight.

Is this how you treat your customer? Her behaviour made me feel and think if I should return what I bought… and if I should never buy anything from Hudson bay anymore…..

Why some people are that mean….. and behave others this way… I hope she gets good punishment.. .Even if you do not give, may god give her a good punishment for how she behaved me today… And I am sure she behaves this way to others too

I ordered a pair of Suicoke sandals from the Bay on June 23rd. They were priced as $213.15. This amount was charged to my card on the day I ordered them (June 23rd). Today (June 28th) I get an email confirming that my order has shipped. I log onto my online banking and there’s another charge on my account for $213.15? Obviously I’m confused so I call Hudson’s Bay customer suppourt. The guy on the phone was 0 help at all. He kept talking about a pending charge and a full charge. I don’t understand why Hudson’s Bay would need to charge me twice for one order? I have also ordered from here before and l was not charged twice. He refused to give me a refund and said that the only invoice they had on file was for the charge on June 28th. So basically, the Bay, as big of a company as it is STOLE $213.15 from me today. They have no regard for any of their customers and their customer service employees are awful and clearly don’t know what they are doing. I am a student, I can’t afford to just lose $200, this is honestly absurd. I will be disputing this charge with my bank and I am never shopping at the Bay ever again.

Marielle Stowe

75 Shootfield Cr.

Scarborugh M1S 4E1 [protected]

I cannot get into my account on line as you keep saying I have the wrong password this happens all the time -EVERY TIME I want to place an order - in the previous times it happened is because you have either an old account or an old password under my name and no one seems to be able to correct this

I do have an account with you and am sick and tired ot running into this problem. My e mail

marielle.[protected]@gmail.com

Hello!

I have not yet got the bathing suit that I ordered. The order number is [protected]. The order was placed on May 19th 2022. I would like someone to see where my item is because I have not yet got the bathing suit and your emails are saying that I did.

Thanks

Lindsay Thibault

[protected]@yahoo.com

This February I purchased a seasonal Swatch watch. When it arrived, the gift/storage box it comes in was damaged. I immediately contacted HBC to try and get a new box. After a month of back-and-forth a manager told me the only way to get a new box was to return the watch I had and purchase a new one. She assured me she would personally make sure an undamaged box and watch would be sent. When I expressed my concerns about the refund process (due to past experience), she assured she would personally make sure the refund was deposited into my account. I believed her - my mistake. Instead of a refund, they sent me a gift card. I called repeatedly, sent emails, and filled out online forms trying to get my refund as promised. When I called, the reps answering refused to let me speak with a manager; despite my numerous requests for a manager to call me back, no one ever did. Email replies constantly said different things. They tried to say I was past the return timeframe, so they would not give me my money back. I wrote lengthy emails explaining the situation, and how a manager told me to return the watch, with the promise of a refund to my original form of payment. I asked to speak with the processing unit to explain the situation, but the phone reps refused. Everything I requested was refused. Any form of help or decent customer service was refused. And to add insult to injury, the second watch also arrived in a damaged box, which HBC refused to acknowledge. What a horrible, horrible store. I will never shop there again - they are thieves and liars.

The Karina sofa bed was purchased in November 2021. It was delivered mid-January 2022 as it was a customized sofa bed as none were in stock. Unfortunately it was poorly made. I have unsuccessfully since then trying to resolve this issue through Customer Service either by a replacement or refund. Photos were sent to show the deficiencies in the furniture. A replacement sofa bed was delivered to me 1-1/2 months later but, due to a tear in the fabric, unfortunately the delivery man returned the replacement sofa bed, leaving the original one still at my home. Still not getting my money (cheque) reimbursed to me, I tried another option by asking if someone could be sent to repair the sofa bed, providing them again with photos to show what needed to be done. May 25 (between 3:00 and 6:00 pm) was the date confirmed that the technician was to come to do the repairs. However, he did not show up yesterday nor did anyone from Hudson's Bay contact me re his no show. I am now at the point where I do not even want the furniture as it has been over 5 months and the appeal is totally gone to keep the furniture. I have unsuccessfully been trying to speak with any manager at Customer Service to no avail. No one has contacted me. I have been told that, since this was a customized order, I am not entitled to a refund of the amount I paid for the sofa bed. However, my argument is that, it is not that I don't want the furniture, but Hudson's Bay is not able to provide me with the sofa bed I paid for in good quality condition. Not being able to speak to anyone in authority is limiting me to present my side of things.

My elderly mother ordered pyjamas through HBC Marketplace website from AQS Brand. They were ordered in August 2021 and returned to the vendor in September 2021. My mother has never received her refund.

Because this purchase was made through HBC Marketplace, HBC should care that the vendor is not repaying a customer for a returned item as it reflects badly on HBC Marketplace. A registered letter sent to AQS (signed for on March 12, 2022) did not produce any result from AQS.

Order #: [protected]-A-1

Item: Women’s pyjama set

Price: $49.97

Received: August 2021

Returned: September 2021

We bought furniture (chair and couch) from the Bay at Queen and Young Street in 2019. It was the brand - Distinctly Home. The arm rests for the chair and couch have become unattached and the furniture is un-useable. The Bay has refused to look at the furniture and have no honoured the warranty even though the warranty covers structure. They claim it has been in the house to long.

They referred us to the Total Guard program we bought, but after a phone call with that supplier they state the program only really covers small tears or stains.

On March 15, 2022 I made an online payment to Hudson's Bay Company. I used the Hudson's Bay Company name from my banking list. Apparently this was not the correct one. I had opened a Neo account which the salesperson called a Hudson's Bay Card so I assumed it was the same thing. It is not. Neo is separate from HBC. In the end I paid $558.06 to Hudson's Bay CC not Neo.

When I began to receive late payment notices from Neo I began to investigate.

The people from Neo were unable to assist me. I contacted my bank and a request to investigate was initiated. I finally contacted a Hudson's Bay rep who initiated an investigation and she informed me that I had to contact my bank to cancel the transaction and get my money back. I went to the bank and was informed they could not do this and another investigation was initiated.

I went to the bank today with the email from the Hudson's Bay rep stating that I should request the bank to cancel the payment. It appears that they cannot do that. I was told to talk to someone at HBC.

Bottom line: I need HBC to refund the $558.06 to my bank account so that I can then pay Neo the amount owing.

They did not deliver my product on a purchase made on April 3rd. They did confirm package was underweight and yet I don't have a refund nor the product shipped to my house:

Hello Mr./Ms. Takada,

Thank you for contacting Hudson's Bay.

We apologize for the disappointment and inconvenience caused by the order [protected] not being complete, this is not reflective of the quality online shopping experience Hudson’s Bay intends to provide for our valued customers. rest assured we will assist you.

We have confirmed the order was slightly underweight when it left our facility. Kindly give us the style code of the item missing from the box and if you haven't used any of the items would you mind returning so that the whole order can be resent.

I made an online order on April 24th and on April 25th, the status shows "delivered". I never received the order and so I contacted you guys via chat. The rep told me to wait 3 days incase it shows up, so I did but still nothing after 3 days. I then called in to customer service and a man told me he will launch an investigation and will follow up with me within 48hrs. NO follow up was made. I again called after 48hrs and spoke to another guy, he told me it looks like someone forwarded for a refund request but needs approval. I waited another few days but nothing was done so I reached out via chat this time. I was told the credit declined the refund and had to contact the carrier for an investigation, which will take another 7 business days (at this point I'm really annoyed). I don't see the logic here because it doesn't change the fact that I never got the order! So, I let it be and see what happens as it's out of my control. I waited 7 days and then reach out via chat again today (May 9th), I was told again that they will forward to investigation and will take (another) 7 business days! During this chat I was disconnected couple of times and every time I got a new rep! I'm getting a bounce around and it looks like The Bay clearly doesn't stand up to its reputation like it used to. I've already reported this to the BBB, I will file a complaint everywhere if The Bay doesn't take responsibility and do what is principally right. I'm so disappointed because I've been such a long time customer. I will no longer buy anything from The Bay.

Hudson Bay had switched from partnering with Capital One to Neo Financial for their credit card service. I only learned this, when shopping at Hudson’s Bay sometime in July 2021. An employee informed me that my old Hudson’s Bay Capital One card would be replaced with a Hudson’s Bay Neo Financial credit card, and that any amount balance I owed on my old card would be transferred over to my new card. When I logged into my Neo Financial account, I still saw a zero balance. Prior to this encounter, I was neither informed that my Hudson Bay- Capital One-Mastercard was being discontinued nor did I receive any credit card statements via email since the last statement, I received in March 2021. I would like to mention here that all my correspondence regarding my credit card was always through email.

Then, in late November 2021, Total Credit Recovery Ltd contacted me. I was unsure of their claim and told them that I will contact Hudson’s Bay before dealing with them. I still had the canceled Hudson Bay- Capital One-Mastercard with me. I called the number on the back of the card and was redirected to Total Credit Recovery Ltd. Their tone and messaging was quite intimidating, and I agreed to immediately pay the amount (CAD 155.08; Dec 02, 2021), through Interact. They mailed me a payment acknowledgment to my home address.

I used my card to collect shopping points. My statement ending March 02, 2021, shows that Hudson Bay- Capital One-Mastercard owed me CAD 5.88. I continued using my card and making payments. I made payments of CAD 28 (March 15,2021) and CAD 55 (March 26, 2021). My last email statement from Hudson Bay- Capital One-Mastercard on March 8th, 2021 shows amount due of zero dollars. There was no further communication by Hudson Bay- Capital One-Mastercard from that point onwards.

I request that this Hudson’s Bay- Capital One-Mastercard transaction should not reflect in my credit report because:

1) I was not informed, either by Hudson’s Bay or Capital One, that my credit card was being discontinued and that they were transferring me to Neo Financial.

2) I was explicitly told by a Hudson Bay representative in July 2021, that my Hudson’s Bay- Capital One-Master Card is cancelled, and all transactions would be transferred to Neo Financial, which was factually incorrect. The balance on the old card did not transfer over and I could not see my prior transaction history – I could not even check what the disputed charges were for.

3) I cannot access my Hudson’s Bay- Capital One-Mastercard online account, and therefore have no knowledge of any outstanding balances. I cannot view the transactions in the old web portal or the new web portal.

4) Hudson’s Bay- Capital One-Mastercard did not inform me either through email statements or any other written communique. I have no idea why they stopped sending me statements for my bill after March 2021 – I certainly did not ask them to stop.

5) I paid Total Credit Recovery Ltd, without any knowledge of any transaction I had made on Hudson’s Bay- Capital One-Mastercard. I had no bill or record of the transaction they were referring too, but I paid them what they asked immediately.

6) Finally, my credit history is reflective of my diligence in ensuring that I do not miss or default on any payments owed.

I take paying my debts in a timely manner very seriously my prior credit history makes this abundantly clear. In this instance, I received no communication from Hudson’s Bay about the change in my credit card service, no statements showing any owed balance, and no access to my old transaction history. All I received was misinformation at the Hudson’s Bay location I visited and a threatening call from a collection agency with which I complied immediately. My credit history has always been good and I believe I should not be paying the price for Hudson’s Bay’s poor customer communication, and unreliability in this instance.

On December 7/2021 I received a Seiko Solar watch which I ordered on line. I have followed the instructions for this watch and even though it has received 24 hour sunlight it still stops after several hours of of operation. I have never worn this watch as I cannot count on it having the right time. It has not been damaged, dropped or mishandled. I wish to have it replaced with a model that keeps on ticking... Ralph Moyle [protected]@gulfislands.com

I had placed an order for BOSS spray when I had the $20.00 off coupon for fragrances.

order number [protected]

They also gave me two FREE items, one plastic BOSS case and a small body wash.

Saturday I had a package outside my door that had been retaped and delivered by Intelecom Express.

Not sure how they got up to my floor as my phone did not ring from buzzer.

When I opened box, there was only the plastic FREE case.

The box was a 1.5 foot by 2 foot box which was retaped.

My BOSS spray and small free BOSS wash items were missing and yet they are on the invoice which was in the box.

I called The Bay customer service and explained and was given claim number [protected].

Then called delivery Intelcom Express who said to call The Bay.

Received below email stating "unable to offer approval".

Called The Bay customer service again.

The Bay gave me another case number [protected] and said I should call and make a police report.

Called the delivery service Intelcom again as I think it's a waste of POLICE time and wanted to see if they would do more checking.

Talked to Mary who said she would let the warehouse know and they would contact the driver to see if explanation and if they don't call me back to call The Bay again.

I have bought from The Bay for years and years and very upset that this is how they handle a situation like this.

I specifically said to The Bay customer service person "so I am out my money that I purchased the BOSS spray" and she said YES but she could offer me $20 towards electronics.

I obviously will never order from The Bay again as I do NOT trust this courier and The Bay should be dealing with them on this issue and reimbursing me for my order or replacing the lost item.

I truly thought The Bay would stand behind their delivery process instead of telling me "oh well, you are out the product and money".

Is there a number you could give me for The Bay Corporate Headquarters as I am very unimpressed with how this is handled.

Thank you, Kim Stewart [protected]

please refer to Case #[protected].

My elderly mother (Bernice Yancovich) age 88 of Montreal has been hounded by the Bay and Neo for outstanding debts to the Bay. She made a purchase a few months ago using her Bay Gift Cards, and was later told that the purchase was made with her credit card, or so that is the story I have been told. Please correspond with me Clifford ([protected]@gmail.com) so that we can resolve this problem. My mother is too old to deal with this.

Remaining gift cards my gift certificate numbers for a total of $450.00, #[protected]

Feb 21, 2022, 0:12 MST

Good morning NEO/the Bay support staff,

As you can see from the response to my mother Bernice Yancovich (#1035449), my mother's objection was largely accepted. With justification, she also asks that NEO drops the $10 request made of her.

I would like to ask whether my mother's remaining Bay gift cards will be accepted as is, or whether they must be updated to new gift cards, and of course, if so, how is she to go about this?

Thank you so much for your understanding,

Clifford Paul Yancovich

Bernice Yancovich

I received from the Bay that they are asking me to just send them the $10.00 deposit instead of what they were asking for the previous day. Then they asked me to fill out a form with my name, address, my credit card number, and if I don't have a credit number to just let them know that I want to have a credit card with them. I didn't give them the $10.00, and I should not, since I paid for my merchandise with a gift certificate. They are all mixed up.

Sampson (Neo Financial)

Mar 18, 2022, 13:07 EDT

Hello Bernice, (#1035449)

I’m reaching out on behalf of Neo Financial to notify you that unfortunately, your account has been frozen due to an unpaid balance on the account.

In order to unfreeze your account, we kindly ask that you pay the past due amount of $24.84 as soon as possible. Once this payment has been processed, we’ll be able to unfreeze your account within 1-5 business days.

Re: Rewards point for purchase:

Cashier customer service employee did not scan my rewards points card even though I presented it to her at beginning of my transaction of $200.89.

She totally ignored me even though I reminded her politely - and after she took my payment I asked again if she scanned my points card - she took it and I had assumed she did, but the bill did not give me the points.

As a long standing and loyal Bay customer - this was not acceptable (most cashier employees have always asked if I have the points card and scanned the points cards before entering the items or scanned right after the last item is entered. This employee did not seem to care if I got the points and for a $200 purchase it is quite a lot of points). I now have to go online or return to the store to get my points back.

Info:

The Bay store# 1514

1800 Sheppard Ave, North York, M2J5A7

Date: 03/06/2022

Merchant# [protected] C

Term: HB2009332815

Trans #: [protected]

Employee: [protected]

Cash register: 0715

Hi I ordered 2 of Willow Leather Shoulder Bag but I received only 1 . Hbc agents are denying my refund cAse number [protected] on march 7 2022.

Hbc agents are really incompetent as they don’t want to look further into the details of my concern .

Also the delivery picture don’t even show my apartment number on it .

I want refund for the missing item or I will have to file a credit charge Back

order #[protected]

Attention to The Hudson Bay Leadership Team:

I was humiliated and insulted by a Hudson Bay cosmetic counter manager Wanda at The Bay Langley on Feb 25. I have never encountered such an unprofessional and barbaric behavior and this all happened inside your store. The store manager Kim was called to mitigate the situation, but the damage was already made. My day and feeling is shattered, and I can’t stop thinking about the affront, indignity and infringement of my honor as human. I am hereby launching a formal complain and want you to investigate this. I want a formal apology from the employee and HBC. I also want to know what measure you have taken to ensure no other customer fall victim to this mistreatment.

You can reach me at [protected].

Thanks, Nabila