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

I applied for a new credit card. I used the temporary paper card twice. When I went to use the New plastic card it gets declined. I went on lube twice to make sure it is activated. It is. I have Called NEO four times. Once on hold for an hour. The second time 45 minutes, the third time 2 hours and the fourth time 15 minutes. The calls never get answered off the recording. It says I'm the next to be helped but that never happens.
I'm ready to chop up my new Bay Card and send it in. The only issue is The Bay no longer has a department to help me either locally or nationally. I forgot I also emailed NEO and have never received a reply.

Please have a person from your organization reply to me within 48 hours. I am a very unhappy customer that will cut up this card and as you know a satisfied customer tells one person, an unhappy customer tells 12 people.

Mark Korst
4425 217B Street
Langley BC
V3A 9C3
[protected]
[protected]@telus.net.

Your head-office needs to investigate why an employee who has been with
Woodbine Center mall in Mississauga, Ontario...applied in-house, for a 2nd time, to a position for full time. The manager Rose has discriminated against this poor girl twice, for positions she applied for in the cosmetic department. She has been with your company over 3 years and has finished college with a diploma in her cosmetic field. Someone from head-office should address why this manager hired from the outside instead of promoting to a well deserved employee within ?

Perhaps you should read the reviews for the Medea expressing pumping brazier. I was looking at the reviews to find out if it really worked and was shocked at what was written.
E.g.
Ever since I was a young lad I was always content with pleasing my uncle with whatever he wanted and gave him various things and did various tasks (?) and still he wasn't fulfilled……
Gender: male.
All of the reviews were from gender: male.
Sounds pornographic to me. I have never written to complain about any company, ever. I realize that this may be out of your control but someone should be monitoring these reviews for content.
I your ‘quick guide to writing an effective complaint' it clearly states that the following not be allowed:
Harassment, defamatory material, profanity, other objectionable content.
Inappropriate offensive or lewd materials.
Please take your own advice, and remove the reviews.

To whom it May concern:
I have been a customer to your Baie Store for so many years, also had a credit card (no longer) but was considering getting another one!? My last experience at your store at Les Galeries D'Anjou was a real nightmare. There was no customer service at all on the floor to be had. I was not alone so the person that was with me (since I have mobility issues) made it her duty to try and get me a salesperson to help with the purchase of winter boots & shoes). But to no avail, she spotted a salesperson who was running around, but did not have time for me at that moment, but said she would try to help. After over 1 hour wait, I decided that if I was not an important customer for the Baie, I should no try to be there to spend my money. Last year I did all my shopping online there (I used to shop at your Baie store at Place Versailles until it closed down and moved.)
Your commercial on TV look great, but I don't look at them with the same eyes and pleasure, I look at them with a bad taste in my mouth and remember my bad experience, so now they irritate me. There has not been a season or a year or online shopping that I did not shop there.
Same day I went to other store at that mall & yes I did get service. I think I did spend enough time writing to you and I am almost sure nothing is going to happen, so let me spend my pressure time elsewhere. Thank you for reading me.

On November 17, 2021, a sales rep at the Bay jewellery counter in Coquitlam talked me into a credit card for 20% off the purchase. When I got home my husband said "take it back I don't want a hood" so we went back together to return the items for something he liked.
Purchasing the new item was not a problem, except that when we got home and tried to wash the item, the security tag was not removed. Today I went back and it was removed.
My big complaint is that we could not return the original purchase on the day we bought it because we had no credit card number and it was closing time. We were told the card number would be in my email. Well we don't have a cell phone so we went home and there was no card number in my email. That was on November 17. I emailed Neo and still don't have a credit card or the card number. Today I went back to the store and still could not return the items. What is going on? This run around is ridiculous. Do I have to complain to the Better Business Bureau?

I ordered a sofa through my local Bay in July and wad told it would be delivered in August. I asked to purchase the floor model and was told I could not. Two days before the expected delivery in August I was told it was delayed to October. I asked to purchase floor model again, told I could not. A couple days before delivery in October it was delayed again to Nov 5th. Then Dec 3rd. When I called in to the customer service they are completely useless and not helpful. All they do is regurgitated a canned call script but do not offer any solutions. They will tell you anything just to get you off the phone. She offered to bump up the delivery to Nov 26, how that would be possible was beyond me but I wanted to see what would happen. I asked again about getting a floor model from any store near me which was met with no response to my question, just a repeated regurgitation of the same call script.
To no surprise the couch has been delayed again, now to Dec 10th with no end in sight of whether or not it will actually arrive. No one will give any solid answers, and no one is willing to problem solve this.

I asked to speak to a supervisor repeatedly but kept being told they are all busy and then queue the repeated call script.

In October I called back to the store to ask about receiving the floor model instead, just to try to problem solve this mess and was surprised to find out they sold it. I tried asking the store if there's a floor model elsewhere that could be sent to me and was told they couldn't find out. Basically no one in the company is willing to try to make right a bad situation. They offer no solutions, just excuses while holding onto your money.
After the last attempt with the utterly useless customer service department I tried calling my local store and the store one town over - neither of their phone lines are working. Not reassuring.

I made a purchase online on October 25th. I noticed that an email did not immediately pop up to confirm so I waited until the next morning. There was still no email so I called your customer service number 1-800-521-2364. The polite rep said that the order had not been placed so I place the order again on October 26th. Again, no confirmation email arrived. I called once again and the overly-polite rep reassured me that the order on the 26th had gone through and that no order was showing for October 25th. He said he would ensure that a confirmation email was sent. I never did get an email confirming my order.

Following this situation, I began to receive two of everything! There were obviously two orders placed! I called your customer service again, and an over polite and irritating rep reassured me that he would cancel what had not been shipped. As the items arrived I brought them to the Hudson's Bay at Victoria Pk Av and Eglinton Av. What I discovered was that I could only return one item - the rest had to be shipped back to the "3rd party Marketplace vendor" and that a few people had tried to return items to the store only to be turned away. When I checked online, your return policy for Marketplace vendors is only visible at the end of the page and again, on the invoice when the items arrives.

I had to ship a very large package back to Castle Toys in Calgary and a genuinely polite person named "Mike" promptly sent me a return label, processed my order and called to follow up to inform me that a refund was being processed. Since that return last week, my other item needs to go back to Canadian E-Commerce Shoppe. I have called and emailed several times. Once they answered to say that my item had not shipped yet, despite the fact that I received the item and was charged for the item. My order number is 1209623305 and it is a pogo stick which is too big for the child I purchased it for. Yesterday, for the 5th time, I called your customer service line and was reassured by a overly polite rep that he would refer my call to a supervisor who was "on the phone with someone else". Twenty four hours later - I have not received a call. Is this customer service? Not the service I have been used to with the Bay.

I would like some help getting the return label for the order indicated above. I would also like to express how disappointed I am with the online shopping experience, the lack of communication, the poor customer service and a lack of transparency regarding returns of "Marketplace" items.

Thank you and I look forward to a return email.

Bernadette Shaw

I was looking to purchase a sofa at the Queen Street Hudson's Bay in 2018, and the sales associate had convinced me to buy a cream colored leather sofa. At first I was hesitant because it is prone to color transfer and scratches, but he introduced an additional leather insurance "Total Guard" for five years, which covers all accidental stains and scratches etc. I bought the sofa only because it would be protected by this additional insurance. However, just recently in 2021 I called in to have my sofa serviced for some light denim color transfer and minor nicks/wear on the leather. I tried to contact the service provider Zucora through calling, emailing, and even their online service portal, but they keep telling me that they are looking into it and will get back to me within 24 hours. It's been 15 days, I've contacted Zucora and Hudson's Bay several times each, and no one is able to give me a definite response. This Total Guard insurance is a complete scam in luring customers to buy their expensive sofas. I have requested a refund from Hudson's Bay on the sofa, and the customer service representatives tell me they are escalating the case ([protected]) but I am unable to reach a conclusion with any one of them.

I got a coupon in the mail for $20 off any items including sales. I went to place an order and the coupon wouldn't work. So I called (Thursday 14th). The first man said his computer was down he'll connect me elsewhere. 10 min later I started speaking to a woman. After one min the phone got disconnected and the other man came on and said he's sorry. He will connect me to another person. So I waited on hold for 45 minutes and nobody came to the phone. I obviously didn;t have time to keep waiting AND give my order so I had to hang up. I tried doing it again on line. Nothing. I couldnt call back all week because my schedule doesn't allow for holding on a line for an hour. So I called back today. In the meantime five items I wanted are no longer available. Thanks for that. So I call and asked if she could see my cart and put it thorough. No she would have to connect me to someone else. So I thought, no way, I'll go through the items. I have 20 items in my cart and it took 5 min for the first. So I said, please connect me to someone who can look in my cart. I am currently on hold for 35 minutes waiting for a person to answer even though I already waited for the first person. This is so frustrating and obviously not worth it. If youre asking why I still bothered that would be a good question. My time is certainly worth a heck of a lot more than the $20. If your coupons don't work, don't send them.

Leather chair $3500 steel bar holding base to chair broke in two 6 months after warranty ended, unrepairable, faulty mechanical steel bar. The bay refuse to do anything about it the chair was bought in January 2020 and broke October 13 2021. As you can see from the photos the steel bar holding the base has completely severed, I was injured. I am not over weight this must be faulty mechanism.

A lot of products on hbc online are actually being fulfilled by a third party. These can't be returned at the bay or for free. What a disaster!

As soon as I realized this after placing an order (within minutes of receiving the order confirmation) I contacted both hbc and the third party to cancel the order. It was shipped anyway and now I'll have to pay to return it.

Horrible experience!

Placed an online order on September 20, 2021. Normally within 2 days an e-mail is received that the item has been picked up by the courier. It states once courier has picked up you will get an e-mail with estimated delivery date. I kept checking on-line as to the status as some items were gifts. I finally decided to call Customer Service and was told there was a problem with the order and they would e-mail me the information rather than resolve it over the phone. That was on a Thursday. On Monday when I received no information about the order, I called back and was told the courier never picked up the parcel and thus was put back into inventory. I was furious so I told them to just cancel the order and issue me a refund. Well it has been over 1 week and today I received my on-line Bay statement. There is no credit of $76.28. I immediately called the number at 5:30 pm to customer service and have been on hold for over 3 hours now. My husband says to hang up but I am even more furious over the wait. I have to pay my statement on November 3 and I should not have to pay the $76.28 on this payment. I have never paid interest on any of my credit cards and do not wish to do so now. However, if I pay the full amount, I will only have a credit on next months statement and why should they make money on me, especially when they charge 19.99% interest. What should I do, stay on the phone, pay the bill and get a credit in the future? Thank you.

I ordered boots from thebay.ca. When they arrived, they were so small for their sizing. I tried to return them to the nearest The Bay and the clerk told me that because these were sold through "Marketplace", I would have to arrange for shipping to Rexdale where the Shoe Boutique was located as set out in a note that arrived with the boots. Also, I would have to pay for shipping to me and back to return the boots.

It seems very deceptive to sell items on thebay.ca and not clearly state that The Hudson's Bay will not accept any returns to their stores on items set out with the tiny word of "Marketplace" afterwards.

I cannot believe you have done away with the plus size and petite size section. I asked the clerk about this and she has had nothing about complaints. Now as a plus size person I have to search through the store and listen to negative comments, used to be nice to shop with similar sized bodies and hear positive comments instead of the negative, won't be shopping there again, talk about body shaming,

myorder no is [protected] dtd. 09/16/21 for clinique moistriser 200 ml and with this they were giving free clinique 7 pc gift set worth of $41 which were missing I only recd.my moistiriser.they mail me for both item but send only one this happend second time with me butfirst time i did not complain but something going wrong in your shippingstaff.

I wanted to buy the Minx sofa by Distinctly home as there was a great sale. I called and they said it couldn't be refunded or exchanged. I wanted more information, so I asked if I could call Distinctly Home. The call centre gave me two incorrect numbers. On the web site there are two styles of Minx sofa. Each style has a different colour showing for the colour Peacock. I don't want to buy a couch without know what colour it is. I also think it's strange for the Bay not to allow for an exchange or refund because it's a very big purchase. Especially that you cannot ask questions to get more details about the product. Amazon for example let's you ask questions to people who have bought previously - which I think is genius. The Bay really needs to improve access to important information, especially if you do not allow returns/exchanges! It's really disappointing because I really want this couch but I can, in no way, get more information about it. Which I need in order to buy it. I hope that someone can assist me with this. You need a more accessible system with more support in place. In saying that - I like the Bay, I buy from you a lot and I appreciate the customer service in store.

however, marketplace said they could not credit me back my money. This was in March of this year. I have dialogue between myself and marketplace rep. from Phillipines?! saying she would send me gift cards in the mail in the amount of 98.00 have to confirm exact purchase amount, rather than a credit on my HBC card. I paid my HBC card to keep in good standing but have never received the credit on my HBC credit card and never received gift cards. Wondering if they were trying to scam me... Either way, this experience was and is very frustrating, so I have decided I will be cancelling my Bay Credit card.

Entered the store and was greeted by an employee who didn't work in the watch department. Proceeded to call manager that. I paid 417.40 and the manager said she has to take off the 25 dollars for the coupon I spent on last time. Meaning if I wanted to return this watch, I would be paying them 25 dollars for nothing. Seems everyone needs a math lesson

Regarding order [protected]

I ordered online and website was unable to process the order after I added my gift card number. I called customer service and they put the order through for me over the phone. I got an email saying my order was cancelled due to lack of inventory. I called customer service as they had not let me know how they would refund my gift card. Customer service said they would mail me a new gift card for the amount. I confirmed my mailing address and they said it would be 10 business days. I have received nothing and I am owed almost $50. Please rectify the issue and send me a gift card in the amount I paid.
I can be reached at [protected] or at [protected]@gmail.com
Thank you

Abigail Walsh