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

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.

Warning - parcel will not arrive…..This is the second time in a roll that my parcel does not arrive. I sent an email to the Tforce, the company you are using now, and they send a photo with no info on the pack, in a random icy location claim it is a proof of delivery. I live in a building with 24/7 front desk and no history of internal missing parcels. So, I am here now trying to cancel this purchase as I never received anything and it is not obvious….. It seems to be a consistent thing since TheBay switched form CanadaPost. All I am left with is the decision of not purchase anymore with TheBay

We purchased a dresser from The Bay.com. on November 25th. We received the item and after a few days, we hired someone to come and put it together. When doing that, he found that the main part (the back piece) was missing. I called the Bay customer service and the rep said she would find a solution for me and sent me her email address so I could send photos of the partially put together dresser as well as the instructions and the piece identified that was missing. We agreed that since the dresser was put together it wouldn't be feasible to send it back to be replaced. She said she would try to get a replacement part.

And then disappeared and stopped answering my emails.

I called back the next week, and had the exact same conversation with another rep who told me that the first rep had never sent the request to the vendor. He asked me for photos again and I started to get annoyed as they had all that in the notes. He said he emailed the vendor while we wer4e on the phone and would get back to me asap with details of the replacement part.

And then disappeared and stopped answering my emails.

I called back again, a week later. Same conversation. More and more annoyed as they kept asking - "Tell us what part you're missing and we will look into it." I said you have all that. Then they said that in order to replace or refund I have to send it back. Which I can't.

I asked for a supervisor, and same thing.

She said she would try to 'pull some strings' and put me on hold.

Came back and said, sorry. We can't do anything. We won't refund or replace without you sending the dresser back (which would involve me dismantling it and purchasing boxes to pack it up), and we can't get you a replacement part.

Basically, they don't care.

They have their money, I'm out $800 and I have a half put together dresser.

If I had purchased from Wayfair before and they just replace defective items. I'll never buy furniture from The Bay again.

Two separate orders on line. Requested be shipped via Canada Post safe pick up. The Bay ignored that requested and used a courier named Intelcom who requested my delivery instructions which they promptly ignored. Received e mail that delivery would be in 3 hours. Stayed home all day. No one buzzed up, no one tapped on my apt. door and no one called as requested. Instead receive 2 separate e mails with photo claiming items had been delivered with the second delivery showing a small package being tucked under first delivery which was a larger package (weird). Called Bay Customer Service and cut off twice only to reach someone in Africa. Using Digital Customer Service only to get various responses from various people asking for information I already provided such as order numbers. This is not how you treat a 40+ year customer and will never be using Bay on line again if they choose to partner with such a low end delivery service.

I placed an order on December 4th for a Christmas present.

My daughter was having the family for Christmas dinner and needed extra plates. Placed the order through what I thought was my local Bay store.

The order was suppose to arrive early, but was sent and email saying a storm in Vancouver delayed my order?

They I received an email saying they needed a correct address, which I updated.

Then I was sent an order confirmation and I have a camera out front so I knew my order wasn’t delivered here.

I started and online chat, which the agent abruptly ended when I explained the error in delivery. I called the bay where they said my order went. The manager told me they do not receive deliveries and if it was left at the dock there was nothing he could do?

I called the customer service and explained I needed this before Christmas, they said they would put a tracer on the order and email me with the results.

Still haven’t heard a thing from The Bay?

Order [protected] Nov 24, 2022. Called Dec 2nd as tracking had not moved. No issues Bay said. Called the carrier. Not even picked up yet they said. Therefore lost at the Bay. Have numerous emails, called repeatedly and finally told I would get a refund. I wanted the items as they were on sale. Email said they'd call. Waited a week and no call. Called again Dec 16th. Be patient they said shipping is slow (real slow when it never leaves right). She then actually looked into it and said a refund was issued weeks ago. Well not to me. She said next billing cycle. WHOSE? Getting nowhere with this and their behaviour is atrocious. Zero customer service. I want my money back with interest and an apology. Also want to the let the shareholders know the staff are incompetent and wasting their time. But I guess if they keep your money all is well right. Oh and forget asking for a supervisor. None of those. Perhaps this is the issue?

There are numerous on line retailers. Stay away from this one.

I ordered a whole lot of gifts from hudson bay order number1216986188

And spent 1800 cad on all my gifts from them and happened to be i didnt receive 2 items and the price of both were $22 and $24 approx each.

Requested a refund 10 times now but only refunded 20cad which doesnt cover me for the whole amount and said they cannot cover me for the 2nd item as their record says its shipped.

But if anyone would think logically why will a customer spending 1800 false claim for 45cad. There were more expensive items that i could have claimed to not receive but we claimed only the 2 products that we never received and this [censored][censored] company refused to cover! Swearing to never ahop here again!

The poor customer service who does not answer your questions or if want specifics on a policy they just end chat I believe it is standard for them as I tried few times online chat and same thing happens when you call to complaint I was put on hold 77 minutes for a manager before disconnected. My question was simple "if I do no received item by the next two business days or notification, as the expected time allocated on your shipping time, what is the policy for cancellation?" I tried google and I tried to search for the information on their website but it does not have any specifics on my printed copy of transcript my final question is "are you not going to answer regarding policy information or where I can find? Maybe someone else might know?" and then my chat was ended your value online states: hbc is committed to building a winning culture that informs our decisions and processes, empowers our associates to excel, and ultimately drives our business forward. I am not sure how such training helps your associates excel or how such lack of response is driving your business forward... So unprofessional

Had never used my NEO card, limit $500. Received email saying it had been revoked because my credit rating had dropped sharply. It had. I've been very ill and I'm a pensioner living alone. People do get sick. I did have credit rating problems. They have already started to be turned around, as you can see for yourselves. As someone whose family for LITERALLY 6 generations have supported YOU, this is - excuse me for joining the prevailing language usages - a complete [censored]ing outrage.

It will have no effect on your bottom line that anyone will notice, but I can guarantee you that no one from my family will ever buy one damn thing from your company ever again. And I will make a lifelong point of giving you exactly the word of mouth that you deserve.

Hello,

I have been receiving emails from a company called Neo asking me to make a payment, however, to do this they are asking personal banking information and for my SIN. I have ABSOLUTELY no intention of sharing my SIN number with anyone! Also, I have yet to receive an actual Bay credit card. Please provide me with a mailing address so I can pay off the account and also close this account. It is nonsense that I have not received an invoice either. What a way to run a business.

Debbie Mellenger

14447 17 Avenue, Surrey, BC V4A 1T6r

605.536.1559

I attended the Kingston Bay a few weeks ago. I am Indigenous and my spouse is black. We were treated very rudely despite purchasing nearly $400 dollars in cookware (on sale). The clerk was snippy and rude and when I produced my driver's licence for her to put on the order for shipping as the name of the reserve is hard for people to spell and to ask if the sales tax could be removed (as by Canadian law) she snipped that it wasn't possible and that I would have to claim it somehow. (which is never the case elsewhere especially on larger purchase items).

I showed her my licence so she could record the exact address but she still got it wrong ending up with me coming back about an hour later to correct the error. Despite my being cool and calm about we were once again treated poorly and the clerk failed to remedy the problem. This I believe was also deliberate because of our race. The clerk lied and said she corrected the error by cancelling the first order and placing a second one with the correct address this time.

A few days later I received the shipment at my home and several days after that an identical package arrived which I DID NOT accept. When I checked my Visa I noticed I had been charged twice for the same item!

I feel their actions were malicious and deliberate, resulting in time expended by myself to fix THEIR mistake despite my taking every precaution to ensure they did not make a mistake! SUCH A WASTE OF TIME! The store is 45 minutes from my home.

Didn't cancel order, wasn't aware I was ordering from a 3rd party, not the Bay. Since I'm no longer able to leave home, was confident I would receive a quality product For a $118 dollar order I did not expect shoes from China.

Parcel delivered and shoes definitely are not MEDIUM width, could tell that by simply looking at them. Tried them on and shoes so tight, they cut across the top of my foot.

I placed an online order # #[protected] Monday Oct 17th,

Pamela Campbell

[protected]@gmail.com

I attempted to return one item and was advised that n addition to return shipping fees there is a restocking fee of $20.00.

My complaint is that when i placed the order instead of buying it from the main marketplace vendor (that does not charge a restocking fee) somehow I clicked n a tiny icon for another seller. I had no idea that I did this. I think this is disreputable for the Bay as a policy. The icon is barely noticable and it's like hiding the small print. Why would I choose another seller let alone one with such a return policy. To make matters worse the item went on sale from the primary vendor but not the one I bought from so I didn't even have the option of keeping the shoes and getting the price difference. I'm well familiar with this type of selling where you offer products that you are not stocking and having a different vender fill orders. However u are making a profit on each transaction. I had the false assumption that buying through the Bay would be a good experience but this is outrageous and disreputable as far as I'm concerned.

The customer service chat support provided at thebay.com is absolutely trash. It seems like there is no monitoring or supervisory authority for the chat agents. The agent drops or end chat on their own - which is unbelievable from a customer service experience endpoint. TheBay needs to look into this seriously and make sure Agents gets trained properly and are monitored so that they would think thrice before dropping a chat when faced with difficult situations.

On Sept. 17, I bought a dress from the bay order number [protected]. I did not receive it. I received the confirmation email stating that I would receive another email as soon as the dress was shipped. I did not receive any emails confirming that my dress was shipped.

On October 1, I tried contacting the Bay via the email that was attached to the order, which stated that the address was not found, and the message was not delivered.

On Oct. 1, I got a text from USPS-stated Your package is being held for the wrong address to reschedule a new delivery tap Y. I ignored this text because I thought it was a scam.

The order status in my account is now showing as an order received on Oct. 2, although I did not receive the order.

After three weeks, I made multiple calls to the customer service department for a refund.

Oct 19, the Seller replied that the order status stated receive. I did not get the order. I am tired of the run around after I paid for a dress that I did not receive.

my on line order # [protected] ordered Oct 9 has never arrived. It is now Oct 20. the delivery company Intelcom is unable to deliver my package. they send me an email every day at 1p,m, saying they will deliver in 3 hrs and then the package does not arrive. I have called them twice and they have be spectacularly unhelpful. I have contacted the Bay about this issue and have not heard anything from the Bay nor from Intelcom. I have paid for this order and I still do not have it.

Please address this failure to deliver the package and issue a credit to my Neo account.

In the past my Bay orders have come via Canada post and there has been no issue. Your current delivery system is completely unsatisfactory.

Thank you,

Annabelle Denson

I am very dissatisfied with Neo Financial and its association with the Hudson's Bay Company. I purchased an item at the Hudson's Bay Company in August 2022 and was issued a new credit card at that time. I understood that the card was with the Bay. NO ONE TOLD ME THAT I COULD NOT PAY MY BILL AT THE STORE.

Today, September 16, 2022, both the service clerk and store manager in the men's department, basement floor, at the Sherway Gardens Bay location refused to accept payment from me.

hello . my name is chris. i would like to talk to someone regarding the servise i had recieved at the polo park location . i need to speak to someome regarding this complaint as it is sensitive in nature. i can be reached at [protected] or emailed at [protected]@gmail.com

thank you for allowing me to make a complaint as i really need this addressed.

I’m writing this letter to inform you that we have still not received the remaining 2 pieces of order no. #[protected]. I was expecting someone to contact me within 24 hours (as per our conversation on August 22nd)

It has been more than 24 days since the initial date of delivery (July 30th). The first half of the couch (3 pieces) were delivered late (August 11), and we were promised to get the other 2 pieces by August 24th. However, I received another call on 22nd of August (after sending an email) to inform me that there has been further delays and the 2 remaining pieces are not coming until Oct 1st!

As I had mentioned several time in 3 different conversations with supervisors and store manager in Metrotown, this delay had a very negative impact on us. My elder parents arrived on August 02, and they are leaving on August 30th. I had planned a welcome party for them that was ruined because of this delay, and based on the information provided by The Bay team in our second conversation, they told me that the second half of my couch will be arriving on August 24th. However, this promise was not honored too!

It seems that the information on your system is inaccurate and doesn't reflect the inventory correctly. Moreover, the actions taken to compensate for are poor, and doesn’t solve the problem.

I expect a prompt action to compensate for this 3rd delay, and I'm awaiting to hear back on the loaner pieces by tomorrow please.

Thank you

Rania

I purchased a pair of ladies flared pants from a Marketplace Seller on the Bay's website. Yes, I realized they cannot be returned to a store and must be sent back to the seller. The pants do not fit and therefore will be returned to the company which is situated in California. Not only will it cost me to ship the pants back, depending how I choose to send them ($45.00-80.00) purolator, fed-ex or Canada Post. I may also be charged duty and tax on top of this and possibly a restocking fee. I was not charged a shipping fee for the pants but I also had ordered two pair from the Bay in the same. I have always been a loyal Bay customer but after this fiasco I am giving back my credit card. If the Bay wants to garner more online business dealing with this return tells me the company is not ready to compete.