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

Samsung refrigerator purchased in January 2020, with delivery in May 2020. Salesman convinced me to take extended warranty through The Bay as it would simplify any warranty issues for 4 years. I purchased this coverage. On May 17, I contacted The Bay as the ice maker was not working. They directed me to Zucora to open a Warranty Claim. Zucora is not taking phone calls due to COVID-19 and instructs you to open a claim via webpage. This was done on May 17 at 1:40 PM. Zucora emails me the next day to say they need more information on the warranty purchased. The only information I have is on The Bay invoice that I attached to the service request on their website. The invoice clearly shows I paid for the 4 year extended coverage. I replied with this information and asked for a phone call to set up a service call. One week later, no call from Zucora nor The Bay (cc'd) on reply.

Hi Stuart,
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]@shaw.ca
Name: Stuart Finlayson
Case Number: [protected]
Order Number: [protected]
Subject: Wrong product shipped
Request: I have ordered a certain pair of shoes twice and both times the wrong product was shipped. I would really like the shoes I ordered. Is there some way I can order again and be sure of getting the right pair?

Sincerely,
Hudson's Bay Customer Service

The preceding is an email I received in early in response to my enquiry several days before.

I have a lot of problems buying on your website and talking to customer service.
I am still waiting for responses to complaints sent:
- September 23, 2020 (contact us)
- January 6, 2021 (contact us)
- March 10, 2021 (contact us)
- March 31, 2021 (hbc.communications@hbc.com)
No reply or apology (except: "Your case was created. We'll get back to you soon").

About order # [protected]:
There was a problem adding items to the bag while making an order online. I was not able to add all items.
And then I couldn't pay with my Mastercard Hudson Bay: Your information - "Unfortunately, we must ask you to supply us with another method of payment before we can process your order. Please choose another credit card or enter a new one". I wanted to place the order as a guest - I couldn't do that either.
So, on January 6, the Hudson Bay prevented me from completing my order online (not the first time). Therefore, I was forced to order by phone.

For this order # [protected] I paid twice (NBC credit card): January 6 and 7, 2021 - amount 250.62 $ and later on January 24, 2021 - amount 132.93 $.
Please check:
- all calls with customer service and
- related complaints sent to you on January 6, March 10, and March 31, 2021.

Conversation with the first agent took me 1 hour. 21 min. The agent didn't know how to use my earned Rewards Points, so he redirected me to another department. It wasn't the right department. From there, the girl transferred me to customer service again and the conversation was disconnected there.
I called again, the conversation with the girl lasted 29 minutes and it was disconnected again. By whom and why? Nobody called me to continue the order.
Another call: 30 min - disconnected. But the agent called me to continue the order, another 29 minutes. But the last 29 minutes of the conversation were not wasted, the order was placed.
Among the 4 customer service employees I spoke to, only this guy knew his job.
In the meantime, during my conversations with customer service, 2 items that I wanted to buy were sold.

Consequently, after all these difficult and long conversations, the agent used:
- discount for that day: code TIMELESS for senior
- additional 20% for lost time, stress and any inconvenience
- $13 for my earned rewards points.

$132.93 - this is the correct amount for order # [protected] for which I paid on January 24th.

My NBC credit card was first charged $ 250.62 (# 1963: 13.98 + 213.64 + 23) on January 6th and 7th, date of order. I guess because I asked the guy to send the order to my email so I could check that all items were properly included, it was a large order. The $ 250.62 for this order did not include any discounts.
And Hudson Bay did not cancel this prior "order" that was sent to me and re-charged the correct amount of $ 132.93 (# 1963: 24.82 + 108.11).

If Hudson Bay is not responding to customer requests for double payment for one order - this is not happening anywhere.

In this case, on May 11, 2021, I also called the customer service - the agent, Mrs Cherry, asked for another call in a few hours, because the system is not prepared (?).
And on May 12, 2021 (start: 6.21 pm) I lost 21 minutes waiting for an explanation, after which the connection was broken. Of course, after disconnecting the conversation, the lady did not consider it appropriate to call me back to continue the conversation. So my patience is over.

Please credit my NBC MasterCard for $ 250.62 as soon as possible!
As of Jan 6, Hudson Bay has been using my money, my overpaid amount of $ 250.62
I've been patient long enough - don't you think?

My previous and present experiences with online ordering require a radical change from you. Please improve your internet system and customer service so as not to discourage potential customers.
So far I have spent a lot of money buying from you.
I can, but I don't have to buy from you. Shopping at Hudson's Bay has changed a long time ago and Customer Service (by phone and online) is one of the worst I've encountered so far.

How are you going to solve it?
And I am waiting for your redress to end this long precedent.

Krystyna Jaskiewicz

I placed an order on Apr 26. 2 days later I was informed that my order had been cancelled. I contacted costumer service to find out why, and was told the order review department would contact me in 24-48 hrs. I waited 4 days. I then called back and spoke to a manager who said that he couldn't reorder my items until I spoke to the review department. This time I left 2 contacts number and was told they would reach out in 24-48 hrs. It's now been 3 days with no contact.

The money was returned to my card but I paid for the majority of my order with 2 gift cards that I no longer have.

I ordered this bed from the Queen Street location in downtown Toronto in early March. In the store the sales associate assured me my ordered included everything required to properly assemble the bed. My delivery got postponed twice over 3 weeks past original delivery date. In between I spoke with 3 customer service associates who all assured me that everything required to assemble the bed is included. The bed finally arrived 3 weeks late. I assembled the bed only to realize it does not include slates! I am now sitting here for a week with no slates and I cannot put my mattress on the bed. I've emailed my "sales rep" 3 times about it since Saturday and still no response. I called customer service and they said earliest date possible would be May 22 and I have to pay $200 plus tax to order it! I am appalled and asked to speak to the manager. I somehow got placed on hold and was never able to speak to the manager. The rep told me to go in store to deal with it. I told him we are locked down in Toronto and the store is closed. He said he was calling from the Philippines . I will never do business with them again!

On january 19th, 2021 I placed an order on line to the bay. As of todays date, march 30, 2021 I have not received my order. I have placed several phone calls, with a promise that my refund was approved on march 8, 2021. Today I called and I was disconnected several times. I will never ever place an order from the bay again, I certainly would not recommend the bay to anyone. All I want now is my refund. It should not take a month to receive a refund ever. I am mad and very disapppointed. I am reporting a complait with the bay.

My wife recently received a Dyson Supersonic Hair Dryer as a gift from her girlfriend as my wife struggled with covid19 in Decemeber and has now recovered.
As she already owns a similar quality dryer, we decided that we would return the unused/unopened package with the receipt.
As we live some distance from the nearest brick and mortar store we called customer service on March 1st 2021 (1.39pm) to inquire our options.
We spoke to a male customer service agent who informed us that we have two options. Firstly we could return item via mail to HBC and be reimbursed via a gift card. Alternatively we could go to a physical location with the receipt where we could be reimbursed with cash or gift card.
This second option was confirmed with him twice as we do not shop at HBC and did not want a gift card. He again assured us that this was in fact the case.
March 3rd 2021, my wife and I made the road trip to the HBC at Sunridge Mall, Calgary AB.
At this location (1.40pm) we spoke to a female customer service representative (Supan). We explained to her the situation and presented her the receipt and unused dryer. Upon Supan checking the receipt and that all items were accounted for, stated that we she was only able to issue a gift card. We then explained to her the information that the Customer Service agent had informed us over the telephone. Supan stated that he was incorrect. We then asked to please call customer service again to confirm.
Supan then called Customer Service. Whilst on hold Supan, made numerous text messages. Within a few minutes, two male plain clothed security personal attended our location and remained there for the duration of the interaction (15min)
Supan then spoke to customer service and handed my wife the telephone. My wife again explained the situation to the agent who would only identify herself as Chobeta. This time Chobeta stated that we were to mail back the dryer to HBC for a gift card and that the previous information that we were told did not happen and that we were incorrect.
As we gave the order number in all inquiries and we are aware that notes of conversations and calls are recorded. (for quality control and assurance)
As Chobeta inclined that my wife was lying about the previous days telephone call, my wife asked for the previous days telephone conversation records to be pulled.
Chobeta replied that she 'could not do that.' My wife replied, 'Could not or unwilling to do it.' Chobeta remained silent. My wife then asked to speak to her customer service supervisor. Chobeta remained silent again and the call was put on hold before shortly being hung up on. This was confirmed by the in store agent that it was hung up.
The entire event was approximately 15 minutes with the security staff still present and uncalled for.
My wife and I, embarrassed and frustrated with the service, took the receipt hair dryer and left the store.
At 2.00pm we called customer service again and spoke with an agent who initially would not give her name. We again explained to her the situation and again was told we were wrong and that only a gift card would be returned. We again asked for the recorded conversation to be pulled and to speak to a supervisor. She stated that she could not do either and would only give her agent number as C991635.
My wife and I again reviewed the HBC return policy which does not specify what is reissued to customers upon return of goods.

My wife and I have long standing professional government and public relations careers and have never en-counted such unprofessional and demeaning customer service from numerous employees in one day.
Needless to say we have never been a HBC customer and this interaction, even cements our decision to not be one in the future.

This type of customer service performance will lead to the fall of HBC in Canada, just like the fall of SEARS. With quality of service displayed like this please do not ask hard working Canadians for support.

Hello
I ordered a winter coat from the Bay.com February 16th and used the size guide provided, on the results ordered the X Large coat and used paybrite.
I got an email from the supplier on a different matter and was told to order the next size up. I tried to change the order immediately but was told two days later that the order could not be changed due to the fact it was getting prepared for shipping. So I ordered the next size up and used paybright again. The first coat arrived and yes, it needed to be a bigger size. I check with customer service on how to return the coat and was told to go to any bay store and they would do the refund and I had said that I used paybright and was told that the store would know what to do. I went to the Guildford store in Surrey Bc to do the refund and was told I would get the refund back as a gift card for the full amount of the coat, I had said that this is different from what I was told by customer service and from Paybright. Now I am stuck with a gift card that I do not want and still have to make payments on a coat I no longer have, I know have another coat to return and do not want a gift card I just want the agreement stopped.

I want someone to return this email with an answer on how to resolve this. I am going to send a complaint into the Better Business BUreau and with Consumer Affairs in Victoria explaining the mis- leading information in regards with returns using the Bay.com and paybright.
Of course I will not move forward with this part if someone actual returns this email.

Thanks
Mike Rodger
[protected]
[protected]@gmail.com

I had nearly $400.00 in rewards when i went to redeem them online it would not take my number it said this is an invalid number, then i called them, gave them my name then my rewards card number. Next minute the client care person tells me he cant hear me, this happened 5 times in a row, then i told the agent don't say you cant hear me you can hear me just fine, this agent then told me his computer was down to try again later, then i contacted customer care online and was told someone would contact me within 3 days it never happened, 3 days later i got an email saying they were glad they had resolved my issues, im at my wits end with this scamming company. Also my points just disappeared from my credit card statements and don't receive No reward points at all

Nov 28/2020 initially ordered set of pots order #1203338001 ($201.59) paid by my husband with his credit card. Returned them for refund on Dec 24th (Canada Post Tracking # 1023889307289893) and The Bay received them back on Dec 31/2020. Since then, I have called the Bay tollfree customer service at least 3 times for updates, since as refund didnt seem to be going forward for processing...was told it is still in processing stage. When following up on their site for the status of this order, it keeps saying item was received Dec 31, Jan 5, then Jan 16, then Jan 22...its like it isnt moving forward to the next stage to issue refund. It upsets me that they have had our money since Nov 28th and here it is 2 months later and we are still waiting for the refund. This is totally unacceptable customer service. I would really appreciate it you could look into this, get back to us, and resolve for refund to be issued. Thankyou for your attention to this matter . Glenn and Evelyn Chura [protected]@gmail.com [protected]

I purchased multiply items. I received them and they were all broken. I ordered mugs and a kettle. The mugs where put in a huge box with on piece of bubble wrap. It was a terrible packing job. The mugs were loose in the box. The kettle the glass broke. I was told they would replace the mugs and refund me for the kettle. This was 6 weeks ago and I am still waiting for both.
I am out of the money and the items are garbage.
I am appalled at what horrible service there is.

I ordered a watch online using a $100 gift card December 27th. The order was confirmed so i destroyed the gift card. Two days later i receive an email saying that the product is out of stock and my order is cancelled. I called customer service at the bay to get the money back from the gift card that ended up not being used. They told me it would be sent in mail and that i would get shipping notifications. It has been almost a month now with no gift card coming in, no shipping information and everytime i call, the agent just repeats saying they will send a gift card in the mail and the cycle starts itself over.

Terrible customer service. First off, why would they confirm an order that is out of stock? Why are they lying to customers saying they are sending a card in the mail when they obviously haven't? I have repeatedly asked for an electronic gift card to be sent by email and each agent says they cant do that, it has to be by mail. That is ridiculous, i am not waiting another month to receive something that could be solved so quickly. Each time i call, the agent has no idea how to see if my card has been shipped or the lines cut off.

Will never use the Bay again after this experience.

Order Number: [protected]
Only bedsheets arrived, not Duvet cover. Called Canada Post a day or two ago, who told me that I will receive an update when scanned. The package has been in transit since last year.
I'm unable to reach an operator with the BAY, created a ticket, but up till now have not received any notification from the BAY.

Any decent company would investigate the issue and contact the customer.

I had a similar issue with another company about an order remaining in transit, and when I contacted them, they instantly contacted Canada Post, and found out that the package was lost. They refunded me the money right away. That is a company I would definitely purchase again.

I'm very disappointed with the BAY. Please refund my money.

I ordered shoes for my child and got baby shoes, when I ordered child shoes, spent 2 days and 5 hours on the phone being hung up on, then I was told I would get a return shipping 24 hours later and nothing.
What a joke they don't care about the customer its all about the $. I want my correct order asap. They have my money and I don't have what I ordered in the correct size.

Attempting to start a return. Not accepting my order number and postal code. Tried chat option 3 times...every time, the agent closes my chat within seconds of introducing themselves. Tried calling the customer service number but will not give me any options to speak with a live agent. All avenues exhausted with no option to return. I'm frustrated and will never buy from Hudson's Bay ever again. Will be contacting BBB to file complaint.

HBC Rewards # [protected]

I still cannot access my HBC REWARDS. I need a pin reset. Any attempt to reset p/w gives me the message that I've made too many attempts. The emails that have been automatically sent to me read "OOPS - something's gone wrong - keep shopping."

I've made 2 lengthy phone calls trying to resolve this issue, and 2 emails to no avail.

Your assistance in this matter would be greatly appreciated.

My wife and I were at your Coquitlam store today, Friday November 27 at 3:20 PM. I waited in line for over 10 minutes at the cashier with a line up behind me getting longer. In all that time there wasn't one other cashier that would step up and take the clients waiting to pay. I finally figured you really didn't want my money so I left and left what would have been my purchase there on the floor. I now see why you are losing money - no staff and no interest from your employees to get the job done. My wife went to the same cashier about 15 minutes after me and still the same situation - however my wife is from eastern europe where they do not tolerate any lack of attention from the staff so she created a scene and hollered for another cashier which seems to have worked as someone did show up immediately. Why do customers have to create a scene just to pay you money for the goods they are willing to purchase? Bye the way everyone in the line was thankful to her for actually initiating some semblance of service. I on the other hand will spend my money someplace else where there is service and you can just go broke.

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!