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

Ordered Mikasa all-purpose glasses. Got them. 2 broken. Called immediately. Told to send a photo. Immediately did this. Service representative told me to throw out the broken glasses, keep the remaining in-tact ones, and she would expedite a replacement and gave me a new order #. 12 days later, nothing. Called in. Spoke to another representative who said there's nothing to indicate any call to the service department and hung up on me. Called back. Told there was another order # but I need to return the unbroken glasses. Told her that the only way this is going to end is in one of two ways. One is that they refund me and come to my home to pick up the 6 glasses, or two that they send me replacements and do not charge me again and come to my home to pick up the 6 glasses. I explained that I acted on the instructions of their representative. I do not think it's reasonable to now expect me to find packaging and a box and then go to the post office, or drive to the store when this situation has been generated by The Bay and its' representatives. By this time I'd spent 1/2 hour on the phone trying to deal with a $39.99 order. The representative assured me a Team Leader will call me within 24 hours. I am not holding my breath that this will actually happen. Will figure out how to escalate this further. This may be my last purchase at this store. Horrendous customer service.

I was on line and found winter boots and when I tried to have it ship to the store ...it was unavailable. I left work early and went to the store at Yonge and Bloor. there were 4 CS staff standing around chatting. I had to ask for help. One person checked for sizes on two items then walked away from me saying the size was not available. I had already take time off work (Dec/12/2018) so decided to look around. I went up to two CS staff chatting and again had to ask for help. The person was a bit more accommodating and checked the stock and told me my size was not available and I could place an on lone order! Ok Can I get it shipped to the store...NO it has to be shipped to you home, after many attempts to explain that it was advertised that you could 'BUY on Line" "SHIP to the STORE SHOP ONLINE
PICK UP IN STORE

Now when you shop thebay.com, ship it or pick it up.
Available at every Hudson's Bay.

I was forced to have it shipped to my home where there is no one to receive it as I am at work! Tried to reach CS by PH to redirect or cancel after 20 minutes no assistance no supervisor. The Chain should just shut down like Sears and have an on line store. Our for fathers would die in shame at the demise of this Iconic store. I will not shop here anymore.

I purchased a dyson vacuum online on black Friday. The bay has failed to honour my purchase 3 times now. They canceled my order three times stating there is an issue with my card. However, they were about to take the funds from my account all three times without issue. They refuse to give me a valid reason for the cancelation of my purchase. I have made several purchases in the past with the same card without issue. They owe me a valid explanation for canceling my order.

Friday December 7, around 6:30pm 2nd floor
After my husband got off work, we decided to head to the Hudson's bay to couch shop. My husband and I were sitting on a couch with our Starbucks, as he was price matching the couch on his phone. Franca, came over to tell us we couldn't sit on a couch we weren't buying. My husband instantly told her that she was wrongly assuming stuff because we are young and he was wearing sweats and a hoodie after getting off work, and she had no idea if we were buying the couch or not. She instantly then rudely said we can't stay because of our Starbucks then. It's okay, we will take our 3000$ somewhere else. This store judges based off of looks and treats paying customers very rudely.

I am very upset that The Bay used Canada Post for delivery of my parcel when they knew there was a strike.

My parcel was originally sent out on Nov 26. It is now December 7th and it hasn't arrived. It came to Calgary - next message said verify address - I've called your help line to complain and I've emailed also once previously and did not receive a reply.

It looks as though the parcel has now left Calgary a week ago but it still doesn't show up as returned to the Bay.

The one person I talked to said oh just re-order. I ordered on Black Friday - got my items 40% off and free shipping. So now because the Bay used Canada Post I'm expected to pay full price and shipping? That's not right.

I think as a curtesy The Bay should ship out my item again as is - free shipping - and you can wait for the return so I'm not out of pocket.

Please do not ignore my email as I've been calling and emailing with no reply.

Brenda Marquis

My order number was [protected] I had ordered these boots as a birthday present for my significant other and the right boot has a piece of material sticking out into the heel so when your foot is resting on the back of the boot the material digs in. It is not on the left boot only right. I received a response from a women after I had to email again to get an answer. Two days had passed since I first sent my PayPal receipt. She let me know that I had passed the 30 day return period but I actually got in contact with customer service originally well before my first email to customer support with my problem was the 29th of November.

Hello,
On November 18th, 2018, I purchased a queen size mattress and box spring from the bay located at 1400 guildford town centre in surrey, British Columbia. Order number [protected]. I was provided a paper receipt with the delivery date as November 28, 2018 between 8am-6pm. It did not arrive. I contacted the associate who sold me the mattress who referred me to a phone number.
The employee advised me that the delivery date had been changed to dec 05.
I was not contacted nor notified of this change. In fact, I had to juggle my schedule with work to make myself available.
I appreciate it is the holiday season with things being busy, however I did not find these circumstances to be professional and I'm disappointed with the service.
Please contact me should you wish to discuss. My phone number is [protected].
Thanks
Jonathan

I have been trying to enter an order for about 2 hours in order to obtain the deals going on for Cyber Monday. My password will not work and unfortunately I was locked out. I hit the 'forgot your password' which caused me to be emailed a link. This link was under construction and I could not access it. I called 10 different numbers to try and get a live person to discuss my issue. After an hour I spoke with a person that could NOT understand English and understood NOTHING that I was saying to him. He finally advised me to hang up and call back. But I didn't have the number to call back as I had been transferred 3 different times to get to this person. I finally got another person and he advised me that I would be sent a new password in about 12 hours. When the sale is over. He then put me on hold and disconnected me. I have never had such an unprofessional experience in MY LIFE. This is The Bay Canada? I had a $600 shopping cart that cannot be purchased. I will not waste any more of my time on this. I would rather give my business to someone who really cares.

I have been a customer of the Bay for many, many years.

I placed a recent order in which one item never arrived. I called to inquire about this and was instead told that any subsequent order would be subject to a 15% discount. When making the next order (despite never receiving the previous), I called to add the additional 15% discount code. After being placed on hold repeatedly and speaking to 3 different people over the course of 2 hours there was no resolution and instead I am left feeling extremely frustrated, and disappointed. I have been charged for an item that never came, promised a discount that they were unable to apply, and lost out on items available due to the prolonged time it took talking to multiple people and having to repeat the story. The employees answering customer service calls in the Philippines are insincere, unhelpful and lack knowledge on Hudson Bay's products.

I will find it almost impossible to consider having my upcoming wedding registry with Hudson Bay or recommend that my sisters have baby shower registries with Hudson Bay.

Sincerely,
Laura

I placed an order for clinique products for 80$ and realized that no gift was in my order so I wanted to cancel. I called and the lady assured me she would send me the blockbuster set as a gift if I don't cancel. I agreed and she even gave me a confirmation number. Then the next day the gift gets cancelled and when I call the agent he advises me that the gift is out of stock. I request to speak to a supervisor then he tells me it is not possible. After I insist he says he would send an email to have a supervisor call me. I get no call then I reach back again and the agent doesn't even listen to my request, tells me he will transfer to a supervisor then hung up on me. I call again then the lady I got tries to get rid of me by saying she will put the notes and if I call back the next agent will see that I want to speak to a supervisor. I mean what kind of service is this?!?! For a company that states to be a luxury one I am sorry this is just the lowest level of customer service I've ever had in my life. If I don't get a call from a supervisor I am filing a legal complaint because this is unacceptable.

I purchased a Calvin Sofa in May 2018 Order #[protected]. It was shipped June 9, 2018. September I called to get a repair tech. to come and look at the seam on 1 of the cushions, it was coming apart. Service #[protected] a representative came by Sept. 18, 2018 to check the cushion, he advised me yes that the cushion would have to be replaced. He left 5 min later did not leave me any paperwork and said they would ship out a cushion or the cover. I said no problem, I called The Bay 2-3 weeks later to find out when I can expect the cover, they advised me that I was supposed to call in to confirm the order? Well your repair person did not mention that I had to call into The Bay, he actually did not say much at all!

So here we are November 7, 2018 and I still have no cushion or cover.

I have called numerous times and every time they tell me that its on order.

I'm very disappointed in the way that The Bay handles Repairs, this is totally unacceptable. I could of gone anywhere else to purchase a $1000.00 sofa but I thought I was dealing with a well established company. If I could return it, I would!

I placed an order for a bed and headboard on October 28, 2018. It is now 9 days later (7 business days) and I still can't get an answer if the items have been sourced and when they will be shipped. The order number is ID [protected]. I asked to cancel the order so that I could purchase the items elsewhere and I was told I can not cancel. It is unacceptable to have to wait indefinitely to find out if the items are available and when to expect delivery. I am a regular HBC customer but this experience has convinced me to never purchase big ticket items on-line at HBC ever again. I want an immediate answer as to when the items will be shipped to me, otherwise I want the order cancelled immediately. I await your response.

Product ordered Oct 23-received shipping confirm that product on it's way
my credit card was charged and on line shows shipped. The link to Purolater
shows a label was printed and that is the last. 3 calls and over an hour to customer service in Philipines -lots of pretty apologies but no answers
The Bay's FAQ expressly says cc won't be charged until goods shipped-
so why has my cc been charged when Purolator has never picked up shipment?"

My wife submitted a similar complaint a few months ago and heard nothing. That's wrong to begin with.

Yesterday I went to you Conestoga Mall stores to look at luggage and a winter jacket for myself. I found your luggage all confusing and scattered in pricing.

So I directed my attention to winter jackets. I chose one on a rack with all similar looking jackets and same brand names. Overhead large sign boasted that jackets at $149 were reduced to $89.99. After half an hour to ensure right style, size, etc. I brought to counter and was told that my jacket was not one sale and was priced at $129. I accompanied the sales clerk to the rack because I knew what I'd seen. All jackets were same brand and style. So misleading to consumers - we have to work way too hard when in the Bay to ensure that the overhead sign actually applies to the items underneath the sign.

My wife and I with considerable salaries and larger than average spending habits are now boycotting your store for good. And...we are searching out websites to tell our story to everyone on line. Needless to say we are going to tell all our business associates and friends - those in our sport groups ++ to boycott The Bay. We've had it! Countless times my wife has returned to tell me that just on principle she left items at the cashier because of misleading and misrepresentation on the racks. Countless times! Once her and six other women buying upscale suits did a group protest on the spot at the cashier for misleading signage. They had all been led to believe those suits were on sale. The manager of the store was called and had a huge outcry from 6 professional women. She eventually and ungraciously conceded that perhaps we weren't the stupid ones who just couldn't read but perhaps the store's signs were misleading.

We should have stopped there. No one needs to be an advocate when out to shop and give a store our money. The Bay has become a liability to us as upscale shoppers and we see no other route except to boycott and go public.

As business professionals I can say that if I heard that from any of my core audiences, I would be outreaching to beg their further input and ensure their suggestions for open and transparent pricing was in effect ASAP.

Hello,

I am writing regarding purchase [protected] 9002308.

I ordered this sofa on Sept. 8. During the ordering process, I was extremely surprised in the day and age of Amazon Prime and Wayfair (free shipping) that not only do you still charge for delivery BUT (at that time) your deliveries were restricted to Monday to Friday. In many working families, NO ONE is home between the hours of 8am-6pm on weekdays. Regardless, I told the CSR that I would make it work to accept delivery from 12-6pm on Friday, Oct. 12.

I arranged for my 20-year-old niece to be at my house during the delivery window. When I returned home at 5:50pm, I was SHOCKED to discover no delivery had occurred. At that time, I called the 1-800 number in the email provided. I was told that ‘Oh...no one called you? The delivery was re-scheduled to Oct. 26 b/c the leather on the couch was unavailable.' THE SOFA IS NOT LEATHER. I ended that phone call rather abruptly. About half an hour later, I received a call from a different CSR indicating that it was her fault. While I appreciate someone taking responsibility, what I do NOT appreciate is what she had to say. She said ‘Oh, we now deliver on Saturdays, and your delivery is scheduled for Nov.3.' When I asked what the window is, she said, ‘We can't give you one.' Really? So I have to wait around the house all day? Next she indicated that I would be compensated for my time lost, but for that to happen, I HAVE TO MAKE A PHONE CALL TO SOME DEPARTMENT CALLED ERA AFTER I TAKE DELIVERY. Why is it MY responsibility to ensure I get compensated? I think, under the circumstances, HBC should be responsible for ensuring that happens.

I'm a reasonable person highlighting what I believe to be an unbelievably unreasonable process.

Thanks for reading,
Melanie Sendzik

Hi

I will boycott all your stores as long as you sell a Hat with a slogan that was made famous by a bully, insulting, person. Also as a 8th generation Canadian, yes our Country could use improvements, it is already great in a lot of ways. Until the hat and the slogan is removed from your store and online website I will not step inside your stores.

This is the second time this sales rep has being rude and abrupt to me. Ahe ignored me and was just rude. She would not look up an item that I wanted a price on told me to give my name and number and that they might call me with the info. The first time I encountered her she basically told me I was stupid for using my visa and not have a bay card. Just the most ignorant sales rep I have ever encountered.

Bought two Calvin Klein blouses. Took them home and they were burning my hands. I put them directly into the wash machine and washed them for a total of three hours, ten minutes...pulled them out wet and they burned my hands again, then my entire body started to burn, all the way down to my feet. Am having neurological symptoms, including coordination problems. Anybody else who may have had the same issues can email me at [protected]@marinvent.com.

The Bay has the worse customer service. We bought 6 dinning chairs from the Bay $500 per chair) they fell apart. The Bay would not back these chairs up nor were they willing to help us out. We bought also an extended warranty plan for them. They sent a tech out to look at them and he said there is no way to repair them. The Bay said there is nothing that can be done. We went to the manufacturer of the chairs they were so nice and offered to replace the chairs (awesome right) BUT they could not deal with the customer directly they would have to go through the Bay. Both myself and the manufacturer have talked to the Bay and told them that they were replacing the chairs. The Bay have done nothing about it and the care persons that I spoke to in the U.S. were rude. This has been a six month process and the Bay has still done nothing for us the customer. Even after the manufacturer said they would take care of it. But since we are a customer of the Bay they had to help. The Bay has not helped out or taken care of this customer at all. Chairs purchased in June 2016. customer service first contacted March 2018. still not resolved. numerous calls to the Bay to contact the manufacturer to finish the process and I sit on hold for an hour till call gets disconnected. no call back this has happened 4 times. So angry.

Hello,

I wish to file a complaint against Hudson's Bay and Natuzzi.

-I purchased a Natuzzi Editions Florence sofa advertised in Denver Smoke Grey which was delivered October 2017. The legs could not be put on so they ordered another and I sat on a sofa with no legs for 6 weeks.
-The replacement needed repair and the technician came in December 2017 and March 2018. In August 2018 there were more problems and Natuzzi has offered a replacement which is being delivered end of November 2018.
-The warranty on labour expires October 2018 before the sofa is even being delivered and Natuzzi expects me to pay for labour which is unacceptable if the sofa is delivered defective or if defects are discovered in the next few days.
-In addition, Customer service at the bay has advised that the total guard purchased will not be transferred to the replacement and that I must pay for a new one.

I am shocked by everything I need to pay for considering I never had a proper sofa from the start - this is all seriously unacceptable.

Request:
-Natuzzi needs to offer full warranty on the replacement, even if only for 6 months; and
-the Bay needs to ensure that Total Guard is transferred to the replacement (it was never used on the old).

all this is not wear and tear not my fault - this is just poor workmanship and policies.

I purchased from Hudson's Bay because I have been shoppting at the Bay for many years (even when it was called Morgan's) and it is a renowned company - to have to go through all this trouble and extra expense is very surprising.

I have checked with the Consumer Protection commission and I have recourse if I had problems with the new sofa.

I hope you understand and will arrange with Natuzzi to extend the warranty and to provide Total Guard on the new replacement.

My salesman has been excellent in all of this but there is nothing he can do, it is all in the hands of customer service.

I can also write to Toronto if that is the solution.

I look forward to receiving a positive response.

Elaine Batah
[protected]
[protected]@sympatico.ca