Hudson's Bay

I ordered a king size duvet set! It took 2 months to come in (I understand with covid)
I couldn't wait to put it on my bed so I washed it and put it on to realize they sent me a double size not king! I had called right away in which I was hung up on SEVERAL times! I double checked my order and I indeed did pay and order a king size! After several attempts of calling I finally got an agent who didn't hang up on me and told me the only solution is to return the wrongfully sent item back. And wait till they reiceve it... then they will send me my refund (10 business days) then I can re order what I originally ordered. A king size... I don't feel it's right that I have to do anything on my end! This is their mistake... and when I expressed that I got hung up on AGAIN! I was told by an employee friend that it's not how their customer service usually is and that if I called again they would help me... I called and was told that they would just send me the king size and while on hold while he was making sure they had my size I got transferred to a girl who hung up on me. Then when I called back a different rep said no they can't do that... anyways I'm exhausted from this experience... they are brutal... ill never shop here again... and neither will anyone I know..

The most terrible customer service I have encountered! It took over a month to get a return on an online purchase and I called several times and was told lies. It was only after I contacted the seller Tobbagaon Canada several times that I got the refund a month later. I had to literally say I will make a report to the police in order to get the refund back. I had returned the jacket in store and it took bay two weeks to say they received it and the refund was processing. Then after waiting a month I called bay customer service and they would lie and say things like a supervisor will call you in 48 hours and we'll give you the processing credit back as a gift card. Not only did they not intend to provide a refund but they took a processing fee! I would call again and they would say they would work it out but to give them another 48 hours. I even emailed them the proof where bay sent me an email claiming they have received the jacket and are processing a return. What a scam! Never shopping at Bay or Tobaggan Canada again!

Tried to exchange items for a different size...was told no as it was a final sale. Last time I will purchase anything from The Bay

NEVER BUY FURNITURE FROM HUDSON BAY
I order 6 dinning chairs but they did not delivered all the chairs. They provided an excuse the item is discontinued. Seriously why did you charge me for an item which is discontinued.
In return, they did not process complete refund and its been over 2months I flighting for my refund. Hours of waiting on phone call and then their call centre people do not understand English very well. I doubt they are in Canada, seems like they are in some asian country.

Over all I learned my Lesson, do not think its a Canadian company and you will get amazing customer experience and products. DO NOT BUY ANY FURNITURE ITEM FROM HUDSON BAY.

NEVER NEVER NEVER think of buying any item from this Store:-)

Ordered a sectional couch early March, 2023. I was told it would be delivered on April 4th. The night before, they phoned to say it had been changed to April 19th. I missed the call and they left a message. They called back almost immediately (leaving a second message), saying it's actually changed to April 25th. Right before April 25th, they phoned and said it would be delivered/available on May 9th.

The sectional was delivered on May 9th with only TWO of the three parts of the sectional (missing the middle/main piece)! It was confirmed the night before that all three pieces were in stock. Then when my husband phoned to see what had happened, they said the last piece will be available on June 13th. He was obviously upset with them and they hung up on him. He phoned back, they hung up again. Never EVER again will we shop at Hudson's Bay. Had we known it was going to be such a process, we would've just bought a couch somewhere else. We intentionally set that delivery date (that they said was available because they only deliver on Tuesday's) because we moved into a new house and didn't have living room furniture. We have two young children, so this has made things difficult for us, as we went a month without a couch. And now over another month (hopefully?) without the main piece. We've been offered a $100 HB gift card for the inconvenience…pft. Definitely not worth the headache.

I purchased a $500.00 G Shock watch and The Bay thought it was a good idea to ship me a used one. That will be my last purchase ever from The Bay!

I bought a Club Monaco dress and paid using Affirm. Any normal e-commerce store takes you to Affirm, at the end of online checkout and then once it's processed, it takes you back to the order confirmation page. Everything seemed rosey as The Bay had the same process and I was happy to see I was redirected back to the Order Confirmation page. I got several emails from Affirm saying Thank you for your payment. One of the emails said "We've received your $XYZ payment to your The Bay purchase, and they've applied it to your purchase."

Great, I thought - totally smooth sailing. Except... Two weeks later I still hasn't received an Order Confirmation email which usually comes the same day you placed the order.

When I called Customer Service and told them what happened, they looked up my phone number and said there was no order associated with the date - nothing! On top of that, they even tried to gas light me and say that Affirm processed payment but I, as the customer, never pressed Order Confirmed and basically implied it was my fault. What?!?! I had to ask the lady if she had ever done an e-commerce purchase before - was she being for real? As a customer, we don't even have the option to choose Order Confirmation after paying - it just automatically directs to the Thank You page. I even asked her what kind of e-commerce store TAKES YOUR MONEY and then never sends the order! I also asked her if other people have experience this and she pretended not to hear me. All of this is actually grounds for a lawsuit.

These people are trained to avoid answering your questions so the Bay has no liability and is not at fault. I would not recommend ordering from The Bay ever until they figure out the foundations of e-commerce. Seriously embarrassing since they are supposed to represent online retail as a major brand for Canada. Executives, wake up and invest in your online infrastructure to make things actually work. Not even optimize it. Get it to just work. You have so much money - I've seen mom and pop online stores operate e-commerce better than you.

Seriously embarrassing stuff guys.

Worst customer service ever. I am still waiting for my refund after 65 days and still nothing. Now I get why ppl shop from Amazon!

The promotions always have the stupidest conditions "regular AND sale" literally means you have to buy BOTH to apply, not that it applies to both. In addition, the promo website banner will literally lead you to products that actually don't apply for the promo. Today, for instance, I applied a few things to my cart and found out "today's sale" or "clearance" items don't apply, but was so confused because I clicked the promo banner. The lady on the phone told me to read the fine print, what great service. In-store, the same day, I bought two "today's sale" items and got the discount with NO regular items purchased. Online overcomplicates things.
Also, the website runs EXTREMELY slow, so slow, so damn slow. Sometimes you'll see out-of-stock items and wonder why it isn't filtered out.
When you get your order and let's say you have a couple of items, you sometimes will receive each item SEPERATELY, with SEPERATE receipts. I had one order with 14 items and needed to take like 5 receipts with me when I needed to return.
Honestly, I need to stop putting any expectations with the bay.

Fourth attempt to deliver the item and never get the item it is insane we changed the address and informed them

Avoid their online store by all means, they have by far the worst delivery process and their support is an absolute catastrophe

Ordered multiple items to avoid shipping costs. They did not pack entire order and even correctly sent a paper indicating the order items packed. Statement ( receipt) says all items delivered,, yet even the copy that they sent of what was packed and delivered, clearly indicated one item missing, causing a call to be made receiving, a lot of "I understand your frustration that we charged you, and you apparently you did not receive the item. We will look into it." They are trained to apologize" yet nothing was done. People are getting paid to look up order numbers and to say "Im sorry, we will look into it" but they cant do anything to help you with their poor service, seriously,,, then why not let us email the concern, since no one at the call centre can help but is only trained to say "sorry, I understand ". No supervisors or managers available, on a regular basis. I called a few weeks ago trying to cancel a double order made within minutes of the purchase and had to wait over 8 hours for manager to return call to cancel double order. Again call centre can only say, sorry I cant do anything, sorry. Another order made for baby panels. I bought gates that match the panels elsewhere and waited three weeks and then The Bay decided to just cancel the order with no call or explanation. THEY STILL CHARGED me $5 for the discount promo I bought to get 20% off the purchase. NO GATES delivered and still charged 5$, and got from the call centre,,,, just sorry I cant help you and understand your frustration. This is a Canadian company that runs like a ponzie third world scam centre. Im beyond surprised to what's happened to the Bay.

Used part of an e-card and when I tried a month later to use the balance, it had already been used by someone on the other side of the country. It took me about 20 e-mails and 20 plus phone calls but did finally get a new card and then used it immediately before someone took it again. Dealt for the first week with Buyatab, a British Columbia based customer service company that Hudson Bay uses. They were hopeless. They accused me of everything from someone in my household having stolen the card to the sender having given it to two people. They could tell from their records that I live in Nova Scotia and that the card was used in British Columbia but they refused to tell me anything except that two orders were placed a few days apart. It was either used by a hacker because of security issues with their website or it was used by someone at Buyatab who would have access to the Bay's information. Finally went directly to the Bay and found out who used the card and argued with them for over an hour. The first person at the Bay hung up on me partway through the call. Most people would have given up but I kept going and eventually got the money back. But never again. The Bay has outsourced their customer service to a company that provides no customer service. They kept telling me that they were escalating the issue but I doubt that ever happened. Do NOT shop at the Bay. They are one of the last department stores left in Canada but they will go under and they deserve to do so. Amazon has amazing customer service and although I prefer to support companies like the Bay, I don't have the energy to fight another battle with the Bay. Customer service is basic and I can tell from the other reviews online that no on e is getting customer service now.

DO NOT SHOP AT HBC. Save your time and money by shopping elsewhere. Anywhere else! Bought 2 pairs of boots 2 years ago, both arrived in damaged boxes, and looked as though they had been worn quite a bit. I returned one pair, and was charged a return fee, even though returns were free. It took 6 months to refund my money, as they had deposited my refund into someone else's account.

This February I purchased a seasonal Swatch watch. When it arrived, the gift/storage box it comes in was damaged. I immediately contacted HBC to try and get a new box. After a month of back-and-forth a manager told me the only way to get a new box was to return the watch I had and purchase a new one. She assured me she would personally make sure an undamaged box and watch would be sent. When I expressed my concerns about the refund process, she assured she would personally make sure the refund was deposited into my account. I believed her - my mistake. Instead of a refund, they sent me a gift card. I called repeatedly, sent emails, and filled out their online forms trying to get my refund as promised. When I called, the reps answering refused to let me speak with a manager; despite my numerous requests for a manager to call me back, no one ever did. Email replies constantly said different things. They tried to say I was past the return timeframe, so they would not give me my money back. I wrote lengthy emails explaining the situation, and how a manager told me to return the watch, with the promise of a refund to my original form of payment. I asked to speak with the processing unit to explain the situation, but the phone reps refused. Everything I requested was refused. Any form of help or decent customer service was refused. And to add insult to injury, the second watch also arrived in a damaged box, which HBC refused to acknowledge. What a horrible, horrible store. Never shop there - they are thieves and liars.

*Rating is one star only because I could not put ZERO!

ADVICE FOR THE BAY: Don't send an automatic email claiming you are happy to resolve the issue until it's actually resolved. Otherwise, it just adds fuel to the fire!

In short, these guys are not built for online shopping. If you are lonely and have tons of time to spend on hold waiting for customer service over and over, this is the place for you!

I have been shopping at the Bay forever, with the pandemic I decided to try the shopping online with the app. OMG, what is wrong with this company in 2021!

They screwed up the order, and although I was disappointed, I was not upset as this can happen to the best of us. Mistakes happen, how we handle them is what sets us apart. I called customer service figured a quick call to The Bay would set things straight. I wait on the phone and all that Jazz. When I finally speak with a human, she was very polite, tells me she will put me on hold, and hangs up. Its followed by an email that says "they were happy to resolve my issue", except they didn't. I call back again, lose more time to get through to a human who again apologizes, says she will put me on hold, after 12 minutes of on hold music, she hangs up again! And yes... I get another email saying they were happy to resolve the issue. I call back a 3rd time, now I'm upset. This time it was a guy, he seems to be more competent, but cant explain the mix up, says a manager will call me back in 24-48 hours. I don't get a call back, but guess what, I get another email saying they were happy to fix the issue!

Now I'm super frustrated, not sure who to call or what to do, as the phone guys are either powerless to do anything, or are incompetent. Not sure if a manager will ever call, and the friggin store is closed due to covid! Save yourself the trouble.

I think they are running a bit of a scam online. I ordered a few Christmas gifts in October and I received two boxes with two separate tracking numbers. Both shipping labels read 1 of 1. One of the packing slips listed a pair of slippers along with a set of towels. I received the towels but the slippers were missing. I thought no problem, I still have a couple of months until Christmas, I'll just contact them.

Basically they said they would open a claim with the shipping company and refund my money. I emailed back asking if they could just ship me the missing item and I explained the error must have happened in the warehouse because the packing slip lists the item in the one box and the box said 1 of 1 so there wasn't a box missing. Anyways they responded saying I should have asked for the item originally because they already "refunded" me and it would take 21 days or the next billing cycle to see my refund.

Fast forward a month and still no refund. I wanted to let it go because the slippers weren't expensive at all but it's the principle of it all. So I emailed them and they asked if I checked my surroundings for the package. Like hello, I'm just following up on the refund that was supposedly processed. They said they can't process a refund because it shows the item arrived… so back and forth again I explained the package arrived but the item was missing and I was already told a refund was processed but I never received it. Keep in mind I'm replying to the same email thread so the customer service is a bit of a joke.

Still nothing and it's been 3 months! I paid with my visa debit (everyday bank account) and still no refund. I decided to try and contact them through social media to avoid the customer service agents, maybe get the issue resolved and for them to possibly avoid losing customers. They looked into it and said once again that the refund was processed and asked for my bank statements to prove I didn't get it. I thought that was odd but I sent it. Never heard back and still no refund.

BUYER BEWARE!

Went to The Bay Kingston and spoke to Karen in furniture. She was very knowledgeable and extremely patient and helpful.

I bought snowpants for my son but they sent a tiny small Christmas ornament. And they did not give my refund

I purchased sandals July 2021. I was not totally happy with my purchase so I returned. I received an email after reaching out to the Vendor re: my return. I received an email with return confirmation number and amount that I would be receiving on my credit card. I then mailed out the parcel. Later I received confirmation via email of receipt of parcel. I waited patiently for the credit to be posted on my credit card. I called and was advised to wait another month as they are second party billing or some nonsense of this kind. Another month went by and NOTHING! I've been calling now for several months. Only to be advised now January 2022 that I was paid, partial payment to credit card and the remainder in points. I DID NOT PAY IN POINTS. After several phone calls and tons of emails going back and forth. I GIVE UP! I cannot reason with anyone that is NOT worthy of understanding my situation. All I wanted was the funds credited to my credit card that I paid out. Like any other purchase that was returned. I DO NOT UNDERSTAND WHY IS SO DIFFICULT FOR THE BAY - MARKETPLACE TO UNDERSTAND! I am not happy with the experience. I have NEVER experienced or had to wait months for a refund or deal with this incompetency. I will NEVER shop Bay - Marketplace again!

I've had an issue with a purchase/delivery that I've been calling about since November 18th, 2020. I have yet to get any kind of response. What I've encountered is:
• a plethora of "customer service" phone numbers, most of which pass me around to several options before cutting off the call
• even when I call the store directly I was passed around to several options before being cut off
• when I have managed to speak to a "customer service" agent, I've been put on hold and then the call is cut off
• when I just called and asked to speak to a supervisor rather than dealing with a front line agent, I was put on hold and then, you guessed it, the call was cut off
• I've had no responses to my emails… until I got something this morning to say "We're happy we were able to assist you in resolving your issue" – seriously?!

This kind of treatment, not unique to me, is shameful! I understand Tiffany Bourré issued a statement: "We aim to make each customer experience memorable and positive, including reaching customer service support easily". If this was truly a goal, which I'm not at all sure it ever was, the failure has been monumental. HBC has a CTO responsible for process improvement and yet one of the most essential customer experience processes does not work AT ALL! I dare say Kerry Mader and Stephen Gold should also be ashamed by the state of customer service.

I ordered a sofa through my local Bay in July and wad told it would be delivered in August. I asked to purchase the floor model and was told I could not. Two days before the expected delivery in August I was told it was delayed to October. I asked to purchase floor model again, told I could not. A couple days before delivery in October it was delayed again to Nov 5th. Then Dec 3rd. When I called in to the customer service they are completely useless and not helpful. All they do is regurgitated a canned call script but do not offer any solutions. They will tell you anything just to get you off the phone. She offered to bump up the delivery to Nov 26, how that would be possible was beyond me but I wanted to see what would happen. I asked again about getting a floor model from any store near me which was met with no response to my question, just a repeated regurgitation of the same call script.
To no surprise the couch has been delayed again, now to Dec 10th with no end in sight of whether or not it will actually arrive. No one will give any solid answers, and no one is willing to problem solve this.

I asked to speak to a supervisor repeatedly but kept being told they are all busy and then queue the repeated call script.

In October I called back to the store to ask about receiving the floor model instead, just to try to problem solve this mess and was surprised to find out they sold it. I tried asking the store if there's a floor model elsewhere that could be sent to me and was told they couldn't find out. Basically no one in the company is willing to try to make right a bad situation. They offer no solutions, just excuses while holding onto your money.

After the last attempt with the utterly useless customer service department I tried calling my local store and the store one town over - neither of their phone lines are working.

Best quality leather sofa purchased from the bay

Best quality service on delivery by the Bagdad company

I will never shop with this company ever again…very bad experiencethey don't deserve even the 1 stars.