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

I received an email suggesting I take advantage of the Singles Day sales on Nov 11th. This is an important Sales Day in Beijing but not in Canada. Nov 11 is Remembrance Day in Canada. The new CEO let this one slip past and should be educated on the importance of Nov 11 in Canada. Possibly Remembrance Day is not discussed at Harvard in the US. I have enjoyed shopping at the Bay for many years but time to rethink my choice if this continues. Take note of what information is being pushed out to your Canadian customers!

I placed and order online Mar 30, 2020 using the bay online store, and still have not received my order! Even after I have sent at least 5 emails to customer service during this time which they reply with a case number and then I never hear back from them again. Its been three months now, and covid 19 is no excuse!

This is just bad customer service

Request sales contract amendment. During a recent company event at the bay. A large furniture purchase was made. We discussed the lead time and it was agreed. Since that time the delivery is now thirty days in default The bay will now have violated that agreement.
Since your policy is to request compensation after the product has arrived. I request a 50 to 75 percent to the purchase. Then if the product is not satisfactory we will seek compensation for that error.
If you have any questions please contact me at cell phone [protected]. Thank you.

I made an online order 3 times!... All did NOR work!

Case # 007 47173/ 008 34887/ 008 40339_

All says We've received your message and we'll make our best effort to respond as soon as possible.

We truly apologize for the inconvenience and disappointment caused by the cancellation of PANT from your order [protected].

Jay Ann Sarong

However online support refused to honor the price... Response
.. And Having heard anything fronm The Bay!...

January 2020
Be VERY careful ordering anything over the phone from the Bay customer service
Am on my FOURTH call to them in 3 days since placing an online over the phone
(due to it being put on a gift card and not seeing ANY way to redeem the purported discount for signing up for the email list).
Have EVERYTHING repeated back.

I have spent over 2 hours on these calls due to:
1) No email confirmation of the order
after correcting the email address
(provided with the military alphabet)
TWICE.
2) the discovery, after searching the order number on the website
(because the order does not even appear in my ACCOUNT order page when I sign in)
that my NAME is incorrect -
alphabetically AND phonetically -
(I freaked, TBH)
3) being told by customer service that they cannot correct the mispelled name (even though I am told the order is still to be processed).

I escalated this call as the CSR cannot understand that a depot/Post office cannot legally release an order to someone whose ID name does not match the order name (FFS).

*Have read complaints/suspicions of fraud from dealings with customer service on this website while on hold, noting that THIS situtation has gone beyond farcically incompetent to stinking of something else.

Since bluntly mentioning the *aforementioned online suspicions to the manager to whom I am FINALLY put through... and about another 35 minutes,
I have an email indicating the order number and a corrected name (in case the delivery label is still incorrect) and a $20 GIFT CARD (ironic).

I feel that mentioning the fraud accusations is what did the trick, frankly.
Although it remains to be seen how/when my small appliance is delivered/released to me...

When the gift I ordered online was not delivered, the HBC phone representative had me order it again, promising I would be fully refunded for both purchases. It has been more than a month and nothing. The representative I am on the phone with now said my refund has been processed, but it will be February before a refund is issued. I feel like I have been scammed and I used to think that HBC was a respectable company.

I have called 5 times regarding my order that was cancelled due to me misisng ONE phone call feom your company. I ordered mynprofuctsnon the 27th december and recieved a call but no voicemail on 2nd January!

I called customer service, they where rude and not willing to let me speak to a manager. Then they hung up the phone. I called back explained he situation asking for a manager straight away as i had already spent 25 minutes on the phone. I finally spoke to Keifer a manager and he said to call back with my credit card number and it would all be processed. Im at work and a paramedic so had to go to a call.

I called back when i had free time about 1 hour later was unable to be transferred to a manager and then customer service persom hung up on me.

I called back AGAIN! explained my situation the gentleman said the manager line was busy... so he said he could help me. 20 minutss on hold then it hung up.

For the last month or more, since the bay has put in new service stands on both floors, the time it takes to pay takes too long. Rather than wait, I have left the store without the desired item at least 8 times. If I am not the only one, just think of the sales the Bay has not made.

I especially notice that the line ups during special sale events as well as Seniors day are way too long. Surely the Bay can provide better service than what they are doing now.

I also have another complaint regarding the shoe department. It is very frustrating having to open box after box to look for a pair of shoes I would like. It is very difficult to find anything.

This is a complain I am filing against Supervisor, Jessica...employee # C992395.

I had purchased a Swivel Chair from the Bay which was delivered to my residence on December 13, 2019. It is important to understand I had purchased the chair via photograph on your website. The colour of the chair in person did not reassemble that picturize on your website. Also there was a slight creak when the Swivel Chair resolved. Since the colour of the chair was not indicative of what was presented on the website, ...it did not go with the decor of our home. I contacted your customer service division to return the chair and was informed that I will have to pay 20% restocking fee. This was not stated on my receipt ; nor was I aware if this prior to the purchased. I requested to speak to the Supervisor and was connected to Jessica. I advised her of the situation accordingly. She placed me in hold to review my file. Upon her return, she was demeaning, condescending and unprofessional. This is frankly unbecoming of a Supervisor. She stated that " based on the fact that I had previously returned a coffee table and attempted to return the Swivel Chair, she will charge me with the restocking fee". I asked her how this was connected and the rationale behind her decision. I advised Jessica that I had returned the coffee table before it was even shipped. And as a consumer it is my prerogative to return an item if I wish to Furthermore, what policy have I violated in doing so. What crime have a committed. I felt bullied by her. My perception was that Jessica was trying to flex her power. She was trying to intimidate me. I felt I was being punished for returning an item. To put it mildly, dealing with Jessica was a nightmare. I was on the phone with Jessica for over an hour. This is appalling. My mother has been shopping at the Bay for the last 55 years. My entire family ( including extended family) and I have been loyal Hudson Bay customers for years. Since my dealing with Jessica I will have to think twice before I shop at the Bay again. Sir, I am requesting your department to look into my concerns. I am looking forward to hearing from you. I can be reached at [protected]. Your attention in this matter is greatly appreciated. Yours truly. Ajay Sharma.

This complaint is re The Bay's customer service in the Philippines. The agents are slow to comprehend what you're saying and appear to be conditioned to respond in single-minded phrases only. The online order I placed on November 24 was cancelled by one of their customer service agent-idiots with no explanation at all. Since then, I've been trying to get an answer and have received eight, contradictory emails - each from a different person. The last was on Dec. 10 saying that I would have a resolution in 3 to 5 days. That was 10 days ago.
I was told by a local store manager that there are still a couple of customer service offices in New Brunswick and the U.S. However, I've called on multiple occasions at different times and unfortunately have only reached Philippino agents -- one said to me "good luck in trying to reach an agent in Canada".
I will no longer purchase anything from The Bay online. Their customer service in the Philippines is deplorable.

Hello,

I spend thousands per year at "The Bay" online. Having a huge problem getting
return authorizations on a couple of items I wished to return. After spending
hours on the phone with the "Philippines", I finally resolved the problem
but the service is HORRIBLE. I return items immediately and do so ONLY
if necessary.

I wanted to return some tops I purchased for my son in small last week
because he needed a medium. This took multiple calls.

Today I wanted to return a pan that I find too small and they first took the call at an incorrect department, then they transferred me after 15 mins and sent me a return for an incorrect item on my order, followed by another call for an incorrect department and then claiming to transfer me for which I spent a good 15 mins waiting to no avail.

Finally on third call, SAME NUMBER, I received the correct department who FINALLY GAVE ME A RETURN AUTHORIZATION for the CORRECT PART but tacked on an $8 charge for the return when in fact I should not be charged anything for a return
as per "The Bay" policy. I better not be charged for this $8.00 fee showing on return
authorization.

But in any case with so much difficulty in authorizing returns, I think I will give
my business elsewhere. You will be losing market share. I am very disappointed
with the service and write this with regret but you leave me no choice.

Regards,
Lucy Grenon.

I ordered towels from Hudson's, which were advertised as Taupe. When I received same, they were grey. So I wanted to return same. That is then anything got out of hand, couldn't print the label, I called customer service and they emailed me a label I could print. I thought problem solved, little did I know my problems were just starting.
It was a label for Purolator, I was unable to find a drop off office or telephone #.
I contacted you Nov 18 and they said, they said they would contact me in 48 hrs, it is now Dec 1st, and I am still waiting.([protected]
Again, I contacted you on Nov 27th, still waiting.[protected].
I finally found the telephone number, which I could talk to a person, I was informed that you wouldn't refund the tax. I didn't think you could do that. After spending $24.00 to return the parcel, I now find out it will cost me another $13.00. In all fairness if you had advertised the right color, this would not have happen.
I also, want to say the customer service reps. I spoke to were very curious.

I called the 1-800 customer service number which sent me to the call center in the Philippines, spoke to a rep named Theresa regarding order #[protected]. You need to find the recording of that call (Nov 29, 2:10pm EST). She put me on hold for 90% of the call and at the end, disconnected my call and put me back to the queue. She asked me to repeat my story (issue) after I took time to succinctly explain everything to her, and her attitude was completely nonchalant and uninterested.
I asked her numerous times for her employee ID, but she just ignored me question and would put me on hold without saying a word in response.

The whole reason I was calling the Bay is because their system glitch cancelled an online order of mine ---- what a waste of so much of my time when dealing with ignorant representatives who are making a mockery of the Bay brand.

The Bay declined my request to increase my credit limit on their sponsored Capital One card and sent a letter saying that factors such as account history and information from credit reporting agencies were the reason. Yet for years we have paid the monthly balance and my current credit score is 830. We tried four times by contacting their customer service located in the Philippeans but to no avail. It seems that there is not a telephone number to their head office in Canada. Can you help

Order of replacement for [protected] for bath mat $23.25, and shirt, $69.39
placed on 31st Oct. (today is the 26th Nov.) has never been delivered. And order no. [protected] for Lancome face cream and eye cream, also from 31st October, has never arrived. Replies to my 12 emails sometimes arrive, saying
that I would hear 'within 48 hours', but I never do. I have sent a letter to
the Manager, Hudsons Bay, in Brampton, No response. I have ordered online from many companies, and have never encountered a situation as outrageous as this. I definitely need compensation. Please respond, and
please do something.
Margo Ford-Johansen

I still have yet to have anyone contact me regarding this matter. It has now been over a week since I initially registered a complaint online, and 2.5 weeks since speaking with someone on your 1-800-521-2364 number.

I placed my order (#[protected]) the evening of Saturday October 26th. Prior to placing my order I had updated both my shipping and billing addresses to reflect my current address in Calgary.

I double-checked this by signing out and back in to my account, to make sure that the changes had been uploaded. They had. When placing my order, the Calgary address came up - so I did not think to print that page, as a receipt was to be mailed to me. However, after logging out, when looking at the receipt it had reverted back to the Ottawa address. I called the 1-800-521-2364 on Sunday October 27th to make sure that the order would come to the right address. After my account was looked up I was assured that the right address was on the account, and that there must have been a 'slow glitch' somewhere in the system.

On Monday October 28th however, I received a message saying that my package had shipped to the address in Ottawa. Somewhat frustrated, I looked up the tracking and relaxed slightly when it seemed as though it was being sent through Canada Post, as there is a postal redirect in place. I waited for a delivery/notice of delivery and nothing arrived. Finally on November 5th I looked up the tracking again, only to discover that the package had indeed "arrived" at the address in Ottawa on October 30th. I immediately sent in a customer service message (case [protected]). I have obviously moved several provinces away and could not go and check on the delivery, nor do I know the new residents at the house in Ottawa. I did however ask a neighbour to go over and check to see if a package had been delivered - and when she managed to catch them on November 7th, she was told nothing had arrived.

I waited more than the "48 hours" that is the 'claimed' response time (from Nov 5, 2019, at 8:36 AM to Nov 9, 2019 at 3:05 PM), and finally sent another message to the email address where it says "If you need additional assistance, please don't hesitate to contact us and refer to case [protected]. CONTACT US NOW " on November 9th (case [protected]).

I STILL have yet to be contacted after waiting an additional 5 days. I even allotted for Remembrance Day. By this point I feel that I should have AT MINIMUM have been contacted by a member of your customer service team. This is appalling customer service, and something I would not expect from an heritage institution such as the Bay. To say I am shocked and disappointed is an understatement.

Meanwhile, I am still waiting to find out how the Bay intends to rectify this matter given I have not received the items that I ordered, but have paid for them. My next step will be to contact the Better Business Bureau, as that seems to be my only recourse.

Asked a girl to help me find a size...she said what do u mean. I said I cant see the sizes. She walked away. Then I asked another sales clerk where the mirrors are..she sarcastically pointed and said right there. I went to the till with a pair of dress pants. They came up not the sale price. They were on for 39.99. The girl sighs and says that means I need to walk way over there and check the price. I told her forget it..keep the pants I will go elsewhere. Terrible customer serice