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

I was told my order required immediate action and was given a phone # to call. I called within those hours three times, all three times I could not get through after waiting 50+ min each time! So I tried another customer service phone # who was unable to assist me- they could see the order but not the notice and said I would be contacted. When I asked which phone # as I have two cell phone # they could not answer. What kind of customer service do you have? I shouldn't wait 3 h and get no answer.

I placed an order Jan 2 2022 Order [protected]. Three pairs of boots have not been delivered and there continues to be no delivery date and no response to a trace on these items that the Bay supposedly made. They seem to have disappeared and the Bay is doing nothing about it nor are they refunding my money (case #[protected]) That means i have been charged several hundreds of dollars for items that they have no intention of providing to me. They will not provide any information and turned down a request for a refund. I spend thousands at the Bay each year and have never experienced such poor customer service, including being mocked ("sorry about your fancy boots"}. I want my money refunded.

I have been dealing with The Bay since FOREVER, and have never ever had such poor customer service as I am experiencing now. What happened to Hudson's Bay?

I had to return an item of clothing by Canada Post because I now live remotely and cannot always drive an hour to my nearest Bay store. I tracked the return and know for a fact it was received by the plant in Mississauga. Rather than credit my credit card, The Bay sent me a gift card! Why on earth would they do that? I called to ask and was informed by an ill mannered customer service rep that I could use that gift card to make an online purchase. I attempted to do that yesterday and the card had a zero balance on it even though I had not yet used it. After reading a number of complaints here, now I understand what I'm in for if I pursue this matter. The Bay is obviously in financial turmoil and has instructed staff to start issuing bogus gift cards rather than credit customer's accounts. In the olden days Hudson's Bay, you were top notch to deal with. Now you've scrapped the bottom of the barrel and stores will be closing sooner than later. The writing is on the wall.

Shame on you for allowing this b.s. to happen to your loyal customers.

I am literally appalled.

Original Order ending 1070 - out of order of 24 plates 6 broken dinner plates, 3 broken bowls & 1 broken small pate.

Replaced item order ending 6390 cancelled due to no inventory - received a gift card with $0

Called Customer Service January 12th (excellent customer service),

January 13th (customer service was ok however order for replacements never placed - Jamaito)

January 15th (spoke to Manager Samukelisiwe - very poor customer service),

January 18th – called to advise of cancelled order – Was told Manager was going to call back – never received a call) generated an auto letter and gift card with $0,

January 28th called and asked to speak to supervisor - call was disconnected and never received a call back.

January 28th sent contact us request form online - have not heard back

February 2nd - called and spoke to 2 customer agent both calls disconnected and never received a call back. Was told by one they would complete the reimbursement on original order however did not receive email confirmation and later speaking with supervisor this was confirmed as not completed

Feb 2nd - 3rd call attempt with over 2hours on the phone to finally speak to supervisor and received confirmation that request for reimbursement was going to be sent.

Purchased a bay gift card on the 21st December for $35.00 from the Bay , Bramble City Centre 25 Peel Centre Dr, Brampton, ON L6T 3R5 . I was planning to gift this as a Christmas present. However the recipient wanted another kind of gift and I endeavored to obtain the money I paid and they refused to give me the money back even though I paid for the gift card with my own money.

Haren Abey

[protected]

I have a new neo credit card which I drove 60 miles to obtain finding it too difficult to do on line - now I find I am definitely not smart enough to activate my new card. Please phone me at [protected] if you have the ability to activate this for me. Nancy Cameron If you can't activate it for me I will have to shop elsewhere which does not make me particularly happy.

Bought a gift card and went to use it and said i had a pending transaction of 493 and change well I didn't use it yet so u guys fraudulent my card and I want the money back please contact me at [protected]@gmail.com so we can figure out what happen and why. Please help me out as I didn't do anything and got scammed from buying the gift card at store and then try to use it within 10 mins and it was already gone and if u can't refund me please cancel the pending transaction

On Nov 16 2021 I ordered a pair of boots online order #[protected], I returned them on Dec 9 2021 because they didn't fit. My original payment method was with a Visa Debit, but I received a new card from the bank with different numbers and the old one was no longer active, I sent an email and called Customer Service to explain and they told me to go to my bank and have them transfer the refund to my new card. My bank didn't know what they were talking about and explained that once an old card is replaced it cannot be reactivated and it is no longer associated with my account because my new card is and they cannot access the refund, once again I contacted Customer Service and did this several times explaining that the bank cannot do what they say, also according to the return policy, if a refund cannot be made to the original payment method a gift card would be issued. I have never received one. On Jan 13 2022 I reached out again and received an email saying they cannot reissue a refund in the form of a gift card since they sent it to the old card and it failed and Once again they keep saying to go to my bank. I tried to reach the Corporate Office, but the recorded message only gives 1 800 numbers to call and the one I called doesn't exist, also the Complaints Department number is for a sex chat line. It is impossible to speak to anyone other then the Customer Service people who are out sourced and barely speak English and aren't even in Canada. They keep giving me wrong information and I'm no way are able to give me any support to resolve this issue. I am shocked and appalled at Customer Service or lack of and the incompetence especially from such a large company as Hudson's Bay. I just want this situation resolved, I am so feed up chasing my refund.

copy of email follows: there has been no response to this previous inquiry re: my order; No update to the tracking and no one via the BAY website is responding to my inquiries.

Hi Libbie,

Thanks for contacting Hudson's Bay. We've received your request and one of our support representatives will get back to you as soon as possible. In the meantime, if you need additional assistance please refer to case [protected].

Case Details:

Email Address: [protected]@telus.net

Name: Libbie Morin

Case Number: [protected]

Order Number: [protected]

Subject: order shipping information still blank

Request: Hello: I ordered on Dec 21st and I still have not received my order: the frustrating part is NO information is provided on the tracking page re: where the items are during the shipping process. Notes: Items shipped : estimated delivary Jan 04, 2022. Please help locate the package and confirm it is still on its way: amount of purchase: $67.79 and notify Purolator re: inadequate website notifications Thank you (ps I have a video doorbell that would record any motion at the front door)

Sincerely,
Hudson's Bay Customer Service

Ordered November more than a month before Christmas. Its now January 11 2022 and still no refund for the items that weren't received. emailed about 30x and was over the phone for almost an hour. I was told a month ago that a refund will be issued and I should wait 7-14 days. It's been over a month. I have proof that items were sent back to warehouse

Hello there,

This is probably my 10th time reaching out the bay.

You see i have been a customer and big fan for quite a few years. The other day i placed an order for a few items totaling a couple hundred $.

i provided a shipping address which was different than my billing address.

when you shipped my items (two separate orders) you sent both to a made up address by combining my billing and shipping address.

when i called to have this rectified my call was dropped 3 separate times, whether this was a glitch or your customer service employees did not want to deal with my issue i will never know.

i contacted you via the online support. and every time i got the "contact the courier" i did contact the courier many times and the delivery company and each time they said it was an error on the bay's part and to contact the bay. They also said BY LAW, they cannot redirect packages.

i then contacted an agent on your chat customer service support and i have a very interesting conversation where the agent simply logged out of the chat after doing nothing and telling me to "contact the courier" several times after i told her i had.

So you took my money and left me with no packages and after contacting half a dozen of your customer service employees i still have dont have my packages, nor my money.

I place an order [protected] for 135.59. I live in toronto but my children are studying in montreal, the christmas tree was for them and marketplace canceled the order because address did not match but the charged me.
I had called the calling centre like 12 times and they are no professional they hunged the phone on me and 12 people had not been able to solve my problem and refund my money. My name Cristina Salinas and John Souleles.
cristina.[protected]@sympatico.ca

I placed an order at the bay nov 24 2021
Item #[protected]
I called multiple times as the ordering was showing delivered and I did not receive it. I asked for a credit and was denied as they said there was an error at shipping and I was given the wrong tracking number. Was provided with new number HBC100000391 and this is showing no movement. Called your customer service at least 6 times and nothing was done to resolve this. Emailed and was sent back email saying that parcel was delivered I hope to get it resolved immediately. I do not want to have to continue to try to explain this every second day
Regards
Susanne Macwilliams

I bought some item on November 27th, 2021 from
Hudson's Bay # 1522
500 REXDALE BLVD M9W 6K5
ETOBICOKE.
Some item were not available at the store. So the Sales associate did prepare an order for that 2 item The Order # is 8010173979
Item # [protected] $ 94.50
Item # [protected] $ 45.00
I have received the item ordered and it has been charged to my credit card twice (2 times )at different time
Nov 29th $ 50.85
Dec 1st $ 106.79
Dec 1st $ 50.85
Dec 6th $ 106.79
I am wondering why they have processed it twice. I am sure the sales associate may not have had proper understanding how to place an order.

So I need immediate refund.
Sarath Hettiarachchi [protected]@gmail.com [protected]

It is impossible to call that credit card company to ask questions. The statement that I'm sent will NOT show details anymore. When I do call the message says connecting you to a service representative and then hangs up after a few minutes. If my card was compromised I have no help available. They don't want to talk to customers. Why the hell did you switch us to such a disgusting card. I can't even get through to cancel that [censored] card...

Nov 29 placed order online for many pieces of Villory and Bosch artisano collection

Dec 1 - received one plate and two rice bowls- plate broken bowls ok- we had to take the plate to local bay to return and got a replacement ( tracking UPC number [protected])

Dec- Received 1 place setting
Dec - Received 4 pasta bowls
Dec - Received 5 place settings

Spent hours with purolaor and RBC trying to sort out two deliveries apparently Bay put wrong address for two of the packages- salad and dinner plates (6 of each still required)

Still waiting for 5 pasta bowls from order- notes online that i received- have not and have called and emailed and no sufficient support- actually been hung up on, disconnected twice. Told to call back after waiting for 20 min since i sound like i am in a rush.
Finally got a case file number [protected]-
i ordered thru the Bay and not wayfair as i thought good to support canadian and noted it was all in stock
I need all pieces now as need to family Christmas dinner
need a response - i have spent 5 hours of my life trying to get an in stock order fully paid for to my house. I have not been professionally helped at anytime.

Your attention and help would be appreciated
Linnea
[protected]

I ordered a Vero Moda V necked pullover and received a Puma Hoodie sweatshirt ... After 5 phone calls to reps in the Phillippines this has still not been resolved. I received a label to send the Puma hoodie back and was told by one rep that the correct item would be expedited and sent to me. I then receive a refund for the sweater so the above was never done.
In my calls to the reps I was put on hold for them too look into the situation but then always cut off. Many there were communication problems as their English was poor.
I have shopped at Hudsons bay for many many years but this will be my last time especially now it is online and does not have the calibre of customer service that Hudsons Bay is accustomed to.
I understand that it is cheaper to out source but it really needs to be looked at because customers will only put up with this for so long. As a disabled person I now have to find someone who can take this incorrect item back to the post office. I look forward to your prompt reply.
Thank you,
Julie Hills

I bought some under garments for my daughter but She couldn't travel to Canada due to Covid restrictions . We kept waiting hoping for borders to open up . 5 months down the line she outgrew them as it was new item with all tags on I went to Hudson's bay In Easton Centre to return . I was met with very rude behaviour from your lead associate Jelisha who was very condescending and point blank refused to take return or offer store credit even though it's a brand new item with tags on . I paid for it with my Hudson's bay card but unfortunately lost the receipt .
But she Wally's not budge and was extremely rude.
This is the first time I have experienced such rude service from Hudson Bay in my last 13 years of dealing with you .
Hopefully a senior manager can take note and escalate the matter to resolve the issue. Look forward to hearing from you .

Regards
Deepali Arora
[protected]

Website shows a watch on sale from $390 for $312 plus 15% off with a promo code today. See attached screenshot with date and time. Attempt to buy item. Cart price shows $390 as price and permits the 15% promo discount. Called customer service to see if they can manually add the 20% sale price or do a refund if I order it now. Hangs up after 25 min. I call back and get different representative. The cannot figure it out either and refuse my repeated requests for a manager. apparently some day a manager may call me back. My name is Wanda Griffin. My email is [protected]@rogers.com. My telephone number is [protected].

I purchased the Kalorik Maxx air fryer.
The next day I noticed it was on sale at a lower price by $50.00 at Walmart. I contacted the Bay customer service and asked them if they would match this price or I wanted to cancel my order. They said yes and emailed me a link to respond to sending them pictures of the item in the Walmart flyer showing the price which I did. She told me my case number and sent it in for approval. I called back a week later and spoke to a man and inquired about my 50.00 credit. He said it was in process and would not take much longer and that I will receive an email notification, which I did not. Now, on day 10, I once again contacted the Bay customer service, gave them my case number and was then informed that I will not get the difference in price because I did not send in photos. I ABSOLUTELY DID! I have MY email confirmation that I did.
You apparently have incompetent employees working for you whom do not know how to give good customer service. I now have to return this item.
I have spent overall more than 2 1/2 hours of my time for absolutely nothing.
Because of the lack of service, I will never purchase from the Hudson Bay again nor will I recommend anyone to buy from you.