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

I have gone to The Bay Downtown twice within one month and have had problems both times, with different employees as the till, not understanding how to work gift cards. The first time, I was told that I could only purchase something that was the exact amount left on my gift card which was $26.64, which is next to impossible to do, and not necessasry. She said she would try and transfer the balance to a Bay gift card and then I could use it... again shouldnt have been necessary.

Second time I had a prepaid visa for $100, she butchered the packaging to get at the card and kept scanning but kept coming up invalid. I told her that it was a gift visa card and she should be able to punch in the number, but she said there was no number and it was not valid. After the fact, I found out there is a sticker covering the number.

These employees should be fully educated and trained as to how to use other gift cards, they shouldnt have to be just The Bay gift cards.

Im an avid shopper and rack up lots of points at The Bay but this incident happening to me not once but twice makes me want to never go back!

Hudson Bays price matching policy states that they will match a competitors regular or promotional price? What does promotional price mean? To me it includes coupons, promo codes etc. DSW has shoes on clearance for $101 plus an additional 20% off with promo code when checking out online, which reduces item to $81. Hudson Bay will not match the $81 because they said they cannot use another competitors promo code. Maybe they should change their price match policy then because it's false advertising if they're not going to match the "promotional price" of their competitors!

Worst customer service ever! They started scamming customers now. I am struggling to get my refund amount for months. Got several emails from manager and his customer service team confirming that we have processed your refund and you will get it back but never got the money back to my card and now they stopped replying. I had my refund amount in Hudson bay gift card from store and I requested their customer service team if I can get that money transferred to my debit card as I was going to my back home country and was not sure when I will be returning back. He agreed and canceled my bay gift card amount and said he has processing funds to my debit cart. I contacted several times to support. I got apologies all the time but never got refund back in my card. Now they stopped caring about my emails. I want immediate action and full refund of my return amount. case# 634705 and case 622614.

Purchased patio furniture (floor model) along with several other items from The Bay store in Pickering (paid full price) on July 7 (bill was in excess of CAD 2, 000). Delivery was set for July 10. The delivery company arrived on time but with scratches to the side of the furniture, thanks poor packaging by The Bay (a plastic cover wrapped around he aluminum furniture). Even though we loved the piece, we couldn't accept the damaged piece. Called and requested The Bay to find another piece, which they said was not available.

With no choice and our heart set n this set, we decided we would consider accepting the damaged pieces at a reduced cost, but wanted to know what state the piece was in since it left our patio.

Since then, we have spent a lot of time and energy talking to multiple agents about what can be done by The Bay to locate the furniture and do an inspection (which has been very little as their staff - Supervisor Beverley Id. #994934, and Jody continue to simply apologize and cite 'processes' as the reason for not being able to do much until Tuesday July 16.

Didn't realize it takes 6 whole days to locate furniture and inspect it. With no resolution around the furniture, we requested a refund and was told it will be processed in 7-10 days. Unacceptable!

Not only did the Hudson Bay's irresponsibility cause the situation, but the customer service we received was inefficient at best, and i continue to be out of pocket to the tune of over CAD 2, 000, AND left with no patio furniture which was ordered for a family gathering.

Thanks Hudson Bay for the excellent and efficient customer service, NOT!

Hi Hudson Bay,

I am a regular guest at your lovely stores. I most frequent the Bay downtown Vancouver. This occasion I was at Home Outfitters where the store was shutting down and there was great discounts. As I entered the clothing section I heard a woman (who I later find out is LEA) telling a customer that it's not her problem that the clothes aren't as described. As I continued shopping (at this point I had gathered quite a mix of items to purchase) she continued on and complained to another employee for over 30 minutes. When I was in the change room (that was set up remotely in the middle of the store) I moved the portable wooden mirror over less than a foot so it lined up with me when I opened the curtain. Lea walked by and said "I'm so sick of people moving these mirrors" and slammed the mirror back into its original position, about 9 inches away. I came out and told her I had moved it and that it was to view myself better. She said "I don't care you're not to move the mirrors".

I have NEVER come across such atrocious customer service in my life. I immediately left all my items behind (probably $650 or so dollars worth) and went up to the front to complain. The ladies there told me they know about her, and have complained to management numerous times and it gets nowhere. They said "That's why we stay up front - to stay away from Lea. Please go online and complain there".

I truly hope you let this person go. It's a horrible look for you.

Thank you,

Richelle Bolduc

Today, May 31st...I was in the store and found what I wanted. This was a surprise because the store is very messy and it is difficult to find anything.

I go to the closest cashier - who spoke very poor English (that is not the issue) - but finally when she under what wanted she said she could not take my payment and pointed to another cashier beside a mirror.. there was no cashier beside the mirror.

Go back to the cashier who will not take my payment and ask her to give me better instructions to the closest cashier who can process my purchase. She walks with me and it is considerably further away than she first indicated.

I go to the that cash register, she also cannot process my transaction and points to the cashier on the side of the service desk...and that lady advises she is busy and it will be a few minutes.

I am getting older and have difficulty standing for more that about 5 minutes.

I put my sweater down ( that I really wanted) and walked away,

So the store is a cluttered mess...and when you finally find what you want you defy the customer to actually pay for it.

Donna McNulty - [protected]@shaw.ca

On May 20, 2019 I went in to the Hudson's Bay store in Market Mall (Calgary) to return a pair of jeans that I purchased online. Because it was Victoria day there was a long line-up at the clothing department, so I was approached by a lady from the cosmetic department to be assisted. Her name was Sophia and she took me to her Shiseido counter to return my ONE item. On the receipt, I had five other items that were previously returned and after looking at it she asked why I had returned most of the items, and I told her the sizes didn't work, or I didn't like the styles on me. Then she proceeded to tell me disapprovingly how I should come into the store to try on the jeans and make a decision rather than shopping online and returning all these items. I could not believe she was shaming me for returning items that had legitimate reasons but I bit my lips and told her because I can't seem to find the style and the size I want in store without wasting time. And frankly as a mom with a young toddler I just like the convenience of online shopping and trying on clothes in the comfort of my home. After she had completed the return she again told me I shouldn't return so many items and as I was defending myself again she briskly walked away even before I could finish my sentence! Me and my mom are frequent shoppers at the bay both online and in store for a wide range of things but after today's experience I'm strongly discouraged to shop there again. I want Sophia to be reprimanded for her words and actions so she doesn't treat other customers the same way.

Diana

On May 5, 2019, I called HBC to order a piece of patio furniture as these purchases cannot be made online. What should have been a 5 minute conversation lasted 15-20 minutes, ending with no order being placed.

* The customer service representative was extremely difficult to understand.
* The customer service representative took an exorbitant amount of time locating
the item (after I had supplied the item code), and entering my personal
information.
* I was informed that there was a $75 shipping fee. The Bay website clearly states
orders $99 and up are free.
* I requested that I pick up the item. The customer service representative was
unable to determine where and when I could pick up the item.

I could not place the order.

I contacted customer service on May 6th (the following day) to order the item. It was no longer on sale. Customer service supervisor informed me that they would no longer meet the sale price.

The long and short of it is that I was unable to make a large (furniture) purchase due to a customer service representative's lack of knowledge. The only person who loses here is ME.

Diane Irvine
[protected]

I signed up for my wedding registry at The Bay because I know they carry quality items. I got a bunch of gift cards which I used to buy a metal fire pit online. It was delivered promptly and looked great! Unfortunately it was rusted within 2 months. I won't be able to use it this summer because of the terrible shape the fire pit is in. I'm upset because we used it maybe 3 times and now it looks terrible.

Mattress purchase. We purchased a queen size mattress from hbc through the online store, delivered to a warehouse in calgary for pickup in january, 2018. The price was listed as $699.00 before tax, at a discount of 50%. Numerous calls to hbc resulted in refusal to allow us to exchange the mattress, because they stated that 'at this discount, we do not accept returns or exchanges.' we attempted to reach an agreement with hbc for one year, over 8 conversations and numerous emails.

Our underlying concern with hbc is that after their refusal to support warranty based on policy on 'heavily discounted sale items', we examined the price and the alleged discount we received. We called the factory that makes this bed, and discovered that the style we purchased had not been made by this local manufacturer in over 6 years. We also discovered that the bed retailed for: $699.00 from other retailers, a price suggested by the manufacturer.

Hbc, two thumbs down for your poor service, surreptitious warranty and support policy, and two thumbs down for misleading this consumer on your mattress prices in the first place. For the same price from an honest sale, the full warranty support would be honored, per hbc customer service policy.

I received my delivery back in February on a sofa that I had ordered. During the delivery, the driver removed the hardware and the door. The sofa didn't fit and the driver FAILED to place my hardware back. Plus the door was crocked. After calling The Bay and speaking to an unprofessional individual, someone had told me that I would receive a gift card to help compensate this. THAT NEVER HAPPENED. So I had my brother in law fix the door so it would actually close. Then I received an email from someone at Ovation Logistics saying they would get this fixed. But now, this bull**** story changes again. Her supervisor isn't approving my claim because they can't figure out why the driver would remove the hardware! Are you serious!? Umm okay, so now that's MY problem, because your driver removed hardware. NO... it isn't. This entire experience was RIDICULOUS and I'll never EVER shop at The Bay again. You sure bet, I'll be telling everyone what lack of customer service you have to offer! This is joke!

Terrible customer service. Was scheduled a 10am to 1pm window. I waited as one is suppose to. No phone call, no pre notification during that window. So I called HBC to speak to a customer service agent. He was less than helpful, very insincere, with an underlying tone close to being disrespectful. I asked him for a contact of the local delivery agent to figure out what's going on. Instead he called them (or pretended to call them while I was on hold) and told me I was the next customer on the list. 3 hours later, there was no deliver. Another phone call to HBC to the same agent yielded another stream of unhelpful comments and false promises. Finally, the local delivery truck showed up at 6pm at night, and apparently they were stuck in the snow for 4 hours in a different location. Listen, I know accidents happen. Just COMMUNICATE to your customers! Don't come up with useless excuses/ reasons. Some of us happen to have other important things to do in our lives, and prefer not to wait and wait. If you can't hold up your end of the bargain of delivering within a time window, then don't give the false expectation of a window. Just tell your customers "oh, it could be any time of the day, any moment!". At least I would set my expectations low. I am never, ever going to order anything from HBC from now on. There are better places to go to, and I have better ways to spend my time.

Hello,

I am writing to let you know about my shopping experience at the Bay in Abbotsford BC.

I came in to find a carry-on suitcase for my wife from the luggage department for Valentines, as we will soon be going on a trip. She was with me but unaware that this purchase was to be for her.

I walked around the department but could not find anyone to help. About 10 minutes later, I came across a Bay employee and asked for assistance. I was told that she would call someone. I waited for another 5 minutes and no one came. I then saw the employee pass by again, looked at her, and she told me the girls were "over there". I did not quite know what "Over there" meant but assumed that she meant the main cash area and that they were coming. I patiently waited for another 5 minutes and no one came.

I do not know about you, but to me even one minute seems like a long time when you are waiting. I then went over to another employee walking towards the stockroom and asked for help. Unfortunately, she told me she was on her break and could not help. I was waiting a total of 20 minutes and still no help!

I then gave up on thinking that my help would ever come and went over to the cash area to get help myself. Here I was told that I had to wait till the associate was done with her customers first and then she would call someone (more waiting). Isn't that where this story started out in the first place?

It was Monday Feb. 4th between 1:00 PM and 1:30 PM. The store was almost empty of customers except for the one customer at the central cash, yet there is no one that would help.

After me getting very upset about the poor treatment and customer service I received at this store, I did protest (told them to forget it) and was then told that they would call someone right away.

By that time, I had lost any desire to purchase anything from this store and told her to forget it and left. As I turned around and walked out, I can hear the associate laughing at me as if this were all a joke. I really do not take kindly to been laughed at as this is not a laughing matter. I think I will need to take my business elsewhere. There are other companies that will provide the service that I did not get at the Bay.

Have a nice day.

I purchased a Guess Winter coat as I normally do every year. It has been about 1 year since the purchase of my nice brown coat that I bought for over $100 on sale in Nanaimo, BC. It was only a couple washes on delicate that I noticed the paint coming off the snaps which was not a big deal to me but tonight I washed my jacket and hung it to dry noticing that a whole seam on the right arm is apart. Just wondering if you are able to either replace this jacket or repair it for me. Very dissappointed with the quality and workmanship put into a jacket which should last longer than one season. If you could get back to me it would be greatly appreciated. I will send a photo if you want.
Thank you very much,
Sincerely,
Cathi J. Iacuitto
Federal Gov't inspector of Canada
home phone [protected]
cell phone [protected]

Regarding my accident happened inside your Markham Ontario store November 2018 - I slipped on wet floor resulted with broken bones :-(

It's been 2+ months since your representative / adjuster contacted me for this "incident", I email everything that was asked for, however, when I tried to get update on this matter, it was all ONE WAY communication! I was talking to myself after all. Until today, I received ZERO responds! This is unacceptable :-(

"I think I am invisible. Can you help?"

Awaiting for your investigation

File# 3544137

I shopped in the Hudson's bay with my mom today afternoon, everything goes well first. The sales in other court are nice, except the sales (three of them) in the Clinique store were chatting and laughing all the time and constantly laugh at us cause my mom is a no-English speaker, they thought we didn't understand them. I felt really angry and embarrassed, make me don't want to shop in Hudson Bay any more.

Ordered two items online paid $8 for shipping which is crazy expensive but because I was getting more than one item I thought it was ok. A few days later I received a package in the mail, the slip in the package said my two items were shipped however in the box there was only one item. I called to let them know I didn't receive half of my order and the representative reassured me no problem she would send out the missing item ASAP with express shipping ... over a week later and still nothing in the mail only to call and find out the item is no longer in stock. Ok well when were they going to email me to let me know so I can get my money back?! Why indicate in the first package that it was in the box and why tell me no problem you are sending out a new one? Had I not called for the second time would i still be waiting for a package that will never come and be out the money I paid? Sounds shady to me

January 13, 2019
I went shopping at the Winnipeg, St. Vital store this morning.
The store had posted "additional 15% off if you use your Bay card".
I was very disappointed that when I went to make my purchase that the pants I charged to my Bay credit card did not qualify for the 15% deal!
The brand of pants are "Jamie Flare".
I noted outside the store that there was a large poster as well but the fine print was in 4 font making it difficult to read without a magnifying glass.

I feel this is false advertising and sets the consumer up for disappointment once they have found an item they really like and find out at the till that the deal is not applicable!
Very poor customer service!

Each time this happens to me, I really miss the Sears store where there were no hidden agendas by the store and deals advertised were store wide.

Desirable resolution: would be to change your advertising practices and when advertising that you are offering your Bay card customers and additional 15% off that this includes all merchandise, including the daily deals that end with 0.99 and other pants that sell for 89.99 (by the way not a daily deal - very expensive price).

Thank you for your attention to my complaint as a new customer to the use of The Bay credit card.

Respectfully, Sandra Hoebee, Winnipeg, Manitoba

Hello, I am messaging you to complain about an employee that my mother and I encountered yesterday December 29th. We arrived at the store around 4:15 and stayed choosing coats for the next 45 min. Right before closing, we went to pay for our coats. When it was my mother's turn to pay, the cashier complained that one of the coats did not have a price tag and asked my mother to return the next day because she did not feel like looking for the code. Additionally, she refused to sell my mother the other coat that DID have a price tag. On top of everything, this employee had the worst attitude throughout the whole exchange. She was extremely rude and disrespectful! If it is useful, her name is Kelly and this occurred at the Bay in Brossard, Quebec. Needless to say, we were furious at how we were treated. We have been shopping at your stores for years and we have been loyal customers, however, this experience has disappointed us and does not encourage us to return to this store!
I also wish to add that while we were looking for the store manager, we encountered an employee called Maryse that took us, found the code for the coat and rang up the sale for us. She was an example of excellent customer service.
I do hope you take this complaint seriously, not just for us, but for all of the customer that will have to endure this horrible service and rudeness.

Thank you

If you need to contact me for further information, here is my email:[protected]@gmail.com and my name is Amanda.

I am extremely annoyed with this company. I ordered two items of clothes last week and they still hadn't arrived, so I called customer service. I was told that my order was cancelled and not being delivered. (they still took the money from my bank account). I asked them why I had to wait a week before finding out it was cancelled and they had no explanation and no apology. The online order system checker is pointless as it provides no delivery updates so I had no way of knowing what was going on. This is disgraceful. I bought this as a chrstmas gift and now it won't arrive as I planned! This company is a joke and I will never purchase from them again. This is a brutal Canadian company.