Thebay.com / Hudson's Bay [HBC]
reviews and complaints

Dear potential customers, I am writing to share the collective experiences of numerous individuals who have interacted with Hudson's Bay Company Ltd. The reviews paint a picture of consistent disappointment and frustration. From delayed deliveries and poor customer service to misleading product descriptions and final sale issues, it seems that many customers have faced challenges when dealing with this company. It's disheartening to see such negative feedback, and it's important for you to be aware of these experiences before making a decision to engage with Hudson's Bay. Your shopping experience is valuable, and it's crucial to consider these shared experiences to make an informed choice. Wishing you a positive and hassle-free shopping journey wherever you decide to shop.

We my wife and I were at HBC shopping and the lady at the store said if we apply for a a Hudson Bay Card we can get a discount on our purchases right now so we said why not because my wife likes to shop there anyway. It is a very nice store to shop inn. Well that was the worst mistake ever. The card is from NEO Finance Co. and they are the worst people I ever had to deal with. I had 9 Transactions on that card and I never even used it. I tried to call them 4 different times and nobody answered. Finally someone answered the phone today and I told the lady about the transactions and she said we will have to put in a claim for fraud. I laughed and said how can we put a claim for fraud when I never even had a chance to use. I deleted that account which I never even activated in the first place but it was activated somehow. I spent 3 days trying to contact them and straighten this out. I never dealt with a Finance Co. in my life and for shore I never will again. A word of advice for Hudson Bay Co. get rid of NEO Financial Co. or your business will go down hill real fast. They are bad news. Yours truly Larry LeBlanc.

In a nutshell, I cannot access my shopping cart that I want to order. I login to my account. I added several items to my shopping cart. When I tried to access my shopping cart after, I was given an OOPs! Something went wrong! Please try again later. I have been trying since Nov. 15th to place my order. I have called customer service 3 x and they keep telling me that your IT group will contact me. I have not been contacted yet. Not only have I lost all promotions for my items (I had a president's discount, good only until midnight Nov. 15th when I first tried to order but I now will have to find replacements for all items trapped in my shopping cart. respond to [protected]@hotmail.com Thank-you!

I am writing to bring to your attention a concerning matter regarding an order in July 23 I placed with your esteemed company. Unfortunately, despite the claimed delivery, I have not received the package.

I have called the Ottawa police department as the Bay customer service representative asked me to do so, and the police officer told me it’s the Bay and the carrier duties to deliver the package and make sure it’s safe to be picked up by the purchaser. In addition, if the circumstances leads the delivery guy to believe that there no one in the house he should take back to warehouse. Therefore, in July 24 I have called the Bay customer service asking for a timeframe for delivery and the agent said he doesn’t have a timeframe for that and asked me contacting the other seller for the same purpose.

I do believe that its the Bay and the carrier responsibility to make sure that I have received my order, otherwise I should receive a refund for my transaction because I have done everything you asked for and you still neglect to be up to your standards of customer care and make sure you appoint a professional delivery team or company.

I kindly request your assistance in send a replacement or refunding my money and providing me with apology for this disappointing experience. It is essential for me to receive my refund and continue denying the negligence of your delivery service.

In light of this situation, I would appreciate it if you could refund my money soon please and thank you.

I value your commitment to customer satisfaction and trust that you will address this matter with utmost urgency. As a loyal customer who has always enjoyed exceptional service from your company, I am confident that you will resolve this issue promptly and efficiently.

Thank you for your immediate attention to this matter. Please feel free to contact through email, should you require any further details or clarification.

Looking forward to hearing from you soon.

Sincerely,

Hamza

I am so extremely upsets with Hudson's Bay after what they have done charging me twice on my debit card and refusing to give the credit for return item.

They have process a charge out of nowhere without proper authorization on my debit card what is known as it is illegal.

I have been fighting with Hudson's Bay and still waiting for the credit for item returned. I am completely furious with Hudson's Bay on what has transpired and illegal.

Do not shop online with Hudson's Bay and warning that 2 charges will be applied without noticed.

Paid for chair on sale when told to come there then on arrival they tell me oh sorry the sale started 2 days ago so now we have no more chair to give you you have to wait 5 months so i had to pay for chair then still waiting i do not think its ok to do to a good customer as myself or anyone else when you say sale is on this day you should keep it as is .not start 2 days ahead of the time .its the chair that was 2,400.

For 600.dollars

Back in November 8 2021, I ordered two Ginosa accent chairs and (what my sales associate and I thought was) a right and left handed Kenny chair to make a couch. The plan was to receive one side sooner than later and wait for the other side as it still needed to be built. (order #[protected])

On the delivery day in March, my two Ginosa accent chairs arrived but instead of the Kenny chair I was expecting, a Monroe accent chair came. My sales lady (who will vouch for me) and I realized she had made a mistake on the order and we had both had missed it. So on March 22 2022, I went into the store, got my order straightened out with her and she ordered the piece we had originally intended to order…the Kenny couch. (order #[protected])

On April 4 2022, one half of the Kenny couch was delivered.

On October 22 2022, the other side was delivered but the leather was not the same in color so they ordered me a whole other couch rather than one side so that it would be built together to lessen the chances of mismatching.

On May 4th, 2023 they delivered the Kenny pieces. I noticed the leather to be a little different in color from side to side but I was willing to settle as it has been a long wait with it’s share of problems. It wasn’t until one night, about one or two weeks after the ’24 hour time frame’ to make a complaint that I noticed the legs in front were mismatched. The colors are a completely different stain and it became very obvious to me that it wasn’t built together. In addition to this, one side sits taller and the material extends further out.

I have waited a long time and feel disappointed. If I knew I would have had to wait 19 months for the couch to be complete and settle for a couch that has different leather and different legs, I’d have not ordered it.

Unfortunately I can't attach the pictures, but upon request I can send them to another way to whomever this may concern.

I was at The Bay in Newmarket today on my lunch hour I went to MAC Cosmetics to make a purchase the girl was with another customer so I sat for a while I was waiting to long and decided to leave and come back. When I got back the girl was on the phone I sat again for a while and she kept talking on the phone I could not wait any longer. What I find appalling is there are so many other cosmetics boots at The Bay and all the sale associates where standing around talking and laughing and with no customers. I got so frustrated and had to leave the store. I have been an avid shopper at The Bay for years and I cannot believe how the customer service has detreated. I used to love going shopping at The Bay but now its not enjoyable at all.

Very very disappointed with the service today.

I was at The Bay #[protected] Le Carrefour, Laval, Qc, H7T 1C7) today, June 19th 2023, and had 3 watches in my possession for battery replacement. I wasn't planning on changing my batteries there, but remembered that The Bay offered this service. I proceeded to find the watch counter and I got my 3 batteries in my 3 watches changed. When the time came to pay, the total bill was 84.24$ (27.95$ / battery).

I told the employee that there must have been a mistake. She assured me that the price was correct. I've been to 2 watch stores (1 near my house and 1 near work) and both quoted me between 8$-10$ per battery replacement. I was expecting to pay 30$, not 84.24$!

I politely told the employee this was robbery and her response was that she couldn't do anything about it. Once home, I googled the approximate cost for a battery for a watch and found the price to be around 6$-10$.

I do a lot of shopping at the Bay and want you to stay in business. I just had a 35 minute experience trying to return 2 pairs of jeans of behalf of my daughter. I was behind a lady trying to return 4 online items. I waited a good 10-12 minutes for her. There was only one clerk at the designated return counter.

My daughter provided me with a shipping receipt on paper and another invoice online on my phone. Apparently these were not the receipts. The clerk need the postal code to track the receipt. I had to stop and call my daughter. Then there was another glitch, too long to elaborate. Then the staff had to put me to the side while they dealt with other customers.

Your technology needs major upgrading if you plan to stay in business in physical stores. Many stores such as the Gap just need an email address for quick return of online goods.

This is also too much to ask of your employees, too much stress.

One easy fix , I think, would be to attach the receipt to the online shipping order or email upon arrival of the goods.

This was a nerve wracking experience, it was almost like something out of a bad tv show.

Please upgrade your systems.

Always enjoy shopping at the Bay! However Sunday 21st May, was an extremely disappointing day. I actually left a lot of my product at the store due to lack of privacy! The Bay has taken away my right as a Woman and my Grand Daughters right as a girl! We were forced to use a change room with men, which is absolutely wrong! I believe fully every person has the right to be who they are without prejudice. However when you start taking away my rights, that is enough! I also have rights, so please do not infringe upon that. There should be a Ladies Room, Mens Room, and if you want a Gender free room. These bad decisions you are making have to stop and are entirely unfair! No, I won't be back, at least if I have to try things on with men in the room!

Hudson Bay advertised 40 times the rewards points if purchased on April 27. I spent over $300 and ensured that I purchased on April 27. The company refused to reward the points and registered the sale the next day, which was April 28. This was done to avoid awarding the Points.

I expect 40 times the rewards. I spent over $300. I have been a faithful customer for over 30 years. I purchase for my family members.

I ordered a jacket from The Bay/Zellers Marketplace. I was sent the wrong size and the jacket was huge. I contacted the Seller who ghosted me after one exchange. I had to escalate the issue through the Bay customer service. The Seller finally contacted me but insisted that I return the item at my own cost. I will never again buy from the Bay Marketplace. Order Number:[protected]

Hello,

I ordered shoes from the Bay to be delivered from Toronto to Vancouver. I paid $207 including tax. The Bay ordered them from Marketplace Vendor Soltrader. The shoes were never delivered although the courier showed receipt as delivered at mailbox. The shoes were going to be shipped from UK to Canada - for some reason the shipment appeared “to be delivered” in less than 24 hours. The condo building had no track record of this delivery as all deliveries are delivered to each unit owner. This is the rule. I made multiple requests, calls, emails. I wrote a Denial of Receipt Letter as per the seller’s request. To date, no shoes or refund is received. I am simply being ignored. The order number is [protected]. The shoes are black Lotus Snaffle shoes. Please help me get the refund. This is unfair and unjust enrichment by the big corporation that mistreats honest customers. Thanks

Two items received by Hudson Bay on Feb 21st for return. On my HBC account, both items verfied as received and return processed.

On March 1st, received partial return credit for the smaller amount item.

On March 1st, contacted HBC via email. Received confirmation of my email, but no follow up.

On March 7th, called the HBC customer service and was told other item would be processed.

On March 16th, called the Bay again as still no refund received for the more expensive item. Told it was being processed.

March 28th, still no refund received.

Now I have no idea who to contact as this issue obviously needs to be escalated above the customer service contact.

March 23 2023

Received items opened pkgs chemical smell terrible presumed washing garments would take it away. Washed and soaked in baking sod’s 24 hours odour still there washed again and it transfers to anything that touches items as well as smell in the whole room. Called customer service said they could not do anything about it because they were washed. I cannot wear these items the cost was over $100.

I could not believe that there was no more guest service counter at the Vancouver downtown store. 2. Also in shock when I found out there is no men's cologne counter or men's toiletries not just on the main floor but threw out the whole store. These are both things that you will find at Holts and Nordstrom. I thought cosmetics made a lot of money. 3. Please don't close the Banff store. It is the reason I go to Banff. I love that store so much. It is so charming and feels like an old school bay. Please reconsider because you will be putting a knife thru that town. It's not like you are loosing money from it. You don't realize that the tourist lobe it so much that they look forward to seeing the bay in every Canadian city they visit. Please go look your self. It's so cute and it's the main store in town. P.S. go Zellers go.

I placed an order with the Bay November 28, 2022 for a net of $22.97 after using a gift card of $50. The total order was $72.97 for two sweaters to be shipped to my father and stepmother for Christmas. I entered all the details including the shipping address and the credit card plus gift card number. The transaction never proceeded, and I did not receive an email confirming. When I phoned December 13, 2022 to complain the agent said the funds would be refunded within 10 business days. Since then I have contacted the Bay twice by email and once more by phone. Nothing has been settled.

See Note below:

Customer Service Tue, Dec 13, 2022 at 2:55 PM
To: "[protected]@gmail.com"
Hi Margaret ,
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]@gmail.com
Name: Margaret Tanaka
Case Number: [protected]
Order Number: Did not get one
Subject: Order not processed - funds drawn on credit card
Request: On November 29 I placed an order using a $50 gift card plus $22.97 that was charged to my credit card. I didn't receive a confirmation and the order was not completed. However the funds ($72.97) were taken, with the credit card charge being processed Dec 2. Please reverse this transaction and give me back the gift card.
Sincerely,
Hudson's Bay Customer Service

Margaret Tanaka Mon, Dec 26, 2022 at 2:42 PM
To: Bay Digital Customer Service
Hello Adrian,
I have not yet received any word about this transaction. I did manage to obtain a copy of the gift card number and the transaction date. The gift card is number [protected]
The transaction date was November 29, but my credit card was charged December 5, 2022.
Can you please look into why I haven't been credited yet?
Thank you,
Margaret Tanaka

I purchased two items of skin care products online from Hudson Bay on Dec. 25. I received one box (one item only) on Dec. 28. The packing list shows two items in the box. I called customer service regarding the missing item. They give me case number of refund. I received email confirmation on refund request. After that email, no response from the company. I emailed them to follow up. The representative emailed me that they delivered two items and wanted me to call police for investigation. I explained to her how the police can help me when I received the sealed box. Then, she created another case number for refund and mentioned it took 14 business days to process the refund. I kept waiting for their response and repeated the complaint process. I frustrated and helpless with their response. I have never experienced such bad customer service.