Complaints

This profile includes complaints for Hudson's Bay Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hudson's Bay Company

  401 Bay St Toronto, ON M5H 2Y4

• 

  Hudson's Bay Company

  100 Anderson Rd. Calgary, AB T2J 3V1

• 

  Hudson's Bay Company

  6455 Macleod Trail South Calgary, AB T2H 0K9

• 

  The Bay

  674 Granville St Vancouver, BC V6C 1Z6

• 

  Bay Fashion Clearance Centre

  2151 King George Hwy Surrey, BC V3T 2W3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:19/09/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the package from *** only to discover that one (of the four) items I ordered was missing from the package. I immediately used your online support to share that I was missing an item and was told that it will take up to 14 business days to see a refund. He gave me a reference number (********). I decided to call into your customer support and was told that she looked into my problem and that she is going to have the problem escalated and that it shouldn't take longer than 7-10 business to get resolved. I also have another case number (********). I also wanted to point out how careless the items where packaged. * **** ******** * ***** ** **** *** **** ** ****** **** **** * ****** *** ******** The one piece of bubble-divider material that was used was flat with no air in it to protect anything. Both of the caps of the moisturizer bottle were off, one cracked and a very small amount of moisturizer had leaked out. *** *** *** ** *** ***** ** ****** *** * *** ****** ********* ** ****** ****** **** **** *** I guess I just expect better from The Bay. Fast forward to today (Sept. 19, 2022). I had to call ********** to get through to somebody at The Bay because my phone number was being detecting by The Bay's telephone system and wasn't allowing me to speak to a customer service representative and would just tell me that my order has been shipped. Regardless, after waiting for a bit I got through to someone ("Angela") at The Bay only to be told that the investigation has been completed and they say the item was packaged. I asked why I wasn't informed of this already and requested a photo of the item in the box. Angela said that she would email me a photo and that an email was already sent regarding the investigation being closed. I haven't received either of the emails they said were sent. Still no emails from The Bay... Now looking on the The Bay website shows they don't have the missing item in stock, online or at any store in Canada.

  Business Response

  Date: 29/09/2022

  Hello,

  We reviewed the customer complaint and their order **********. I do have the picture of the missing item that was in the package when it was shipped.

  However, as the customer insist they did not get it, I have had a refund issued for the *** ***** ***** LIQUID FACIAL SOAP MILD and I had 1 of the bottles of ******** ***** ************ ********* MOISTURIZING GEL
  ******** for the issues they had with them and the packaging of their order. The refund details are below for their reference.

  Order: **********

  Refund amounts: $64.96 & $54.88

  Refund transaction numbers: 1422 912 1560 09292022 & 1421 912 1560 09292022

  Refunded to card ending in ****.

  Please allow 3 to 5 business days for the credit to reflect on your account.

  We apologize for the inconvenience, time and frustration this has caused the customer.

  Kind regards,

  Amy

  Customer Answer

  Date: 03/10/2022

  
  Better Business Bureau:
  

  To be clear, I will never spend another penny at The Bay. I am in the process of cancelling the credit card I have with them. ********** ******** ******* ********** ** **** ******* ******** ** *** *** ******* ***** **** ********* ****** ***** **** ** *** ************* ********* ** * *** ** ** ******* **** **** **** *** * ******* ***** What a shame, we have shopped at The Bay a lot for our furniture, beds, kitchen appliances, dinnerware, vacuum, clothing and beauty-related items since the mid-eighties.

  Thank to the Better Business Bureau for your assistance in this matter. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:01/09/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with The Bay on August 16th, 2022 for two items. On August 20th, a box from The Bay was delivered to my home by ********. I was home and retrieved the box upon delivery. When I opened the box, only one item was in it, along with an invoice indicating both items that were supposed to be in the box. I called The Bay immediately, and was told they would look into the missing item. I didn't hear from them so I called back on August 26th, and was told there had been no response so I had the option of either reordering the missing item, paying for it again, and hoping for a refund, or requesting a refund and then reordering at the price I paid originally. I opted for a refund first, and reordering later. The following day (August 27th), I received a response from The Bay saying they had investigated and there would be no refund. I called back to find out what was going on, and the person I spoke with indicated they were escalating the concern and that there was a photo (which she sent to me) purporting to show the dress in the box at the shipping warehouse. At this point, I checked the box again, and discovered there was a weight on the shipping label that was higher than the weight of the box I received. When I checked the box more carefully, as it had originally appeared to be intact, I discovered it had been carefully opened from the bottom, and then resealed with a different size of packing tape, so that it would not be obvious. I have no idea of when this happened, but given the number of complaints against both The Bay and ******** regarding items missing from orders, I am guessing it could have happened anywhere. The Bay is insisting the item was picked, packed, shipped, and received. ******** says I have to seek a refund from the vendor. I have filed a police report, and have an incident number. * ** *** **** *** ***** **** * **** **** *** * ****** *** ** *** ***** *** ** **** **** *** ****** ****** *********

  Business Response

  Date: 07/09/2022

  Hello,
  
  We have reviewed this customers complaint and her order **********.
  
  As we did ship the full order to the customer and she states the dress was missing when she received the box, that would mean it was stolen somewhere in shipment.
  
  Per our policy, we are not responsible for stolen merchandise. The customers are advised to file a police report and submit a claim to their insurance or card company.
  
  As a one time exception only, we have issued the customer the refund for the dress in the amount of $100.79, refund transaction # **** **** *** ******** back to CC used on the order ending in ****.
  
  Please allow 3 to 7 business days for the credit to reflect on the account.
  
  Kind regards,
  

  Customer Answer

  Date: 12/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:25/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 5, 2022, I placed an order for a fitted and flat sheet on Thebay.com and paid $384.20. On August 6, 2022, I received an email from Hudson Bay saying that they shipped the order by ***. As of today, the latest update on the *** tracking is dated Sunday, August 7, 2022 12:10 p.m.: Shipper created a label, *** has not received the package yet. On August 13, I called The Bay Client Services to enquire about my order and was told to wait 10 days after the order was shipped. On August 16, I wrote to The Bay again to enquire about the order: Case Number: ******** which contains the order number and the *** tracking number. Having not received a reply, I wrote again on August 19 early morning: Case Number: ******** to which I received a reply asking me to wait 24-48 business hours - again. It has been 48 business hours and *** still shows that the shipper created a label, *** has not received the package yet. The Bay St. Laurent which is 4km away from my home has the merchandise. So why do they keep my money and do not send me the merchandise? I am asking your help to obtain a full reimbursement to buy sheets from a brick-and-mortar store. Thank you for your help with this.

  Business Response

  Date: 25/08/2022

  Hello,
  
  We have reviewed this customers order ********** and sincerely apologize that the package is lost.
  
  I have issued a full refund for the order, the details are below:
  
  Order: **********
  Card: ****
  Refund amount: $192.10
  Refund transaction number: **** **** *** ********
  Refund amount: $192.10
  Refund transaction number: **** **** *** ********
  Total refund issued: $384.20
  
  Please allow 3 to 7 business days for the credit to reflect on the account.
  
  We apologize for the inconvenience and frustration this has caused our customer.
  
  Regards,
  

  Customer Answer

  Date: 27/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is exactly what I have asked for. Thank you BBB and thank you The Bay

• Initial Complaint

  Date:16/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a sofa purchase Dec 30th 2021 with Hudson's bay and was told it would be delivered June 1st at the earliest... When I called to make sure it was coming they rescheduled and I understood with the pandemic going on... but every time since than they have been pushing the delivery date again and again *** * ** ******** ** ******* **** ** ** * ******. it is now august 15th and I was promised it would be here by the 19th. *** **** ***** ** **** *** **** **** ***** ******* **** *** ******* ** **** **** **** ******* *** ******** *** *** **** **** ** ** ************* ** ****** *** **** * **** *** ** **** ** ** ***** *** ******** ******* ** * **** ****** ** *** **** ****** ** ****** *** **** **** **** ******** **** *** **** *** * ****** *** ***** ******** **** ***** **** ********** I need to talk to someone in Canada that can be more thorough with me with what's happening... the new estimate date for delivery is sept 16th another month from now and I'm tired of this I need more answers **** ****** ** ********* ************ *** **** *** ***** ******** *** **** ** *** ***** **** * *** *** ************ *** ** **** * ******* *** ******* ***** ** ***** ***** ********** ************ *** ****** ********* Paid 1,968.27 for it ... hopefully you can sort this out for me!

  Business Response

  Date: 16/08/2022

  Hello **** *******,
  
  Your order #********* for Sectional ****** is late due to vendor delay. At this time, we cannot provide a delivery before September 16th because we are waiting for the furniture to arrive at our warehouse. We apologize for the inconvenience it may have caused.
  *** ****** ** **** *** ******** ** ********* ** ****** *** **** ************* **** *******. We understand the frustration of the delay. This was not the experience we would like to provide for you. Kindly contact our customer care department by phone at 1-866-809-8210 to process your compensation as soon as the items arrive at your place. We have representatives available to assist you Monday to Saturday from 8:00AM to 11:59PM and Sunday from 10:00AM to 10:00PM, Eastern Standard Time.
  
  Thank you for choosing Hudson's Bay.
  
  Sincerely,
  The Bay

• Initial Complaint

  Date:20/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ring on April 14 (order **********) which arrived April 25; I ordered a second ring April 16 with an original ETA delivery of April 29. I was leaving for 5 weeks to Europe (needed the ring) on May 1. The second order did not arrive until May 2, and I initiated the return while away. The QR code emailed to me gave me a ship deadline of Jun 14th. When I arrived home, I went to mail it June 8th. ****** **** said there was an issue with the QR code, and I had to call for another one. Which I did. This new QR code advised I had until August 7th to return it. At no point during that phone call did the woman advise me that due to this error, I may miss the chance to have the return posted to my **** vs a Bay gift card. ******* **** * *** **** ** ***** *** ******* *** ******* * ***** ******* *** *** *********** *** ******* * *** ***** * *** ******* ******** * ***** ** ***** The package was received by your warehouse June 23, and took until July 16th to advise me the refund had been processed ***** ** ******* ******** ********** * **** ** **** **** **** *** * **********. I was told on every, single, interaction with the Bay during that time that it needed to be processed, but then it would be refunded to my ****, and that **** might take some time for it to be reflect. Again, not one single person advised me this would be a bay gift card. Secondly - I no longer live at either of the addresses that they have on file for me - the mailing and billing. Therefore, I have asked them to cancel the gift card, and issue the refund to my credit card. After multiple passes along, and chats I have now been informed that my order is already passed the return time frame. Completely ignoring the fact that I could now be held liable for whoever signs for that gift card, leaving me out the money for the item and the ** ****** refund. I refuse to be held responsible for a gift card refund that I did not / cannot receive, and want the refund to my credit card.

  Business Response

  Date: 20/07/2022

  Hello,
  
  We have reviewed this complaint and the customers order.
  
  We did issue a refund gift card as the order was returned past 30 days which is our return policy.
  
  Customer service did submit to have it refunded to her CC, it was just submitted on 07/15 I believe and it takes up to 10 days for the cases to be completed.
  
  I have removed the funds from the gift card making it invalid and we have now completed the refund to her **** card. Refund details below:
  
  Card ending in ****
  Refund amount: $1,081.01
  Refund transaction #: **** **** *** ******** 
  
  Please allow 5 to 7 business days for the credit to reflect on your account depending on your financial institution.
  
  We thank you for shopping with us.
  
  Regards,
  

  Customer Answer

  Date: 21/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for rectifying the matter* ***** *** ** **** ******** ******* *** ***** **** *** **** **** **** ***********

• Initial Complaint

  Date:17/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with The Bay on April 14, 2022 for a $412.44 item to be shipped to my address. Order# **********. Until this day (June 17, 2022) I haven't received my item and The Bay do not take responsibility for their mistake. I contacted The Bay's customer service multiple times and they claim that I received the item based on a photo taken by the shipping company showing the box near my door. They do not intent to refund me and saying I need to file a report with the police *********************************************************************************** ******************************************************** Someone was home at the time of delivery, however the delivery person never knocked the door or rang the door bell. They could have simply take the item to the post office for me to pick it up from there, instead of leaving it outside. I no longer interested in any business with them and request for a full refund of $412.44.

  Business Response

  Date: 03/08/2022

  Business Response /* (1000, 5, 2022/06/17) */ Hello, We have reviewed this customers order ********** and the investigation that was done on it. This is also the only order we can locate in our system for this customer. ****** verified the package was delivered and I have ******** the proof they provided us. As we did deliver the order to the address on the order and the customer states they didn't receive it, the process is for them to file a police report and file a claim with their insurance. Hudson's Bay and the Carrier are not responsible for stolen merchandise. We apologize for the frustration and inconvenience this has caused. Regards. Consumer Response /* (3000, 7, 2022/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) **************************************** it is not my responsibility to contact the police. The business did not make an effort to deliver the item, they did not knock the door or ring the door bell. Simply leaving an item on the doorstep and taking a photo of it is not a proof of delivery. Delivery is to hand the item to the customer. This is a $400 item, why was it left unattended? The business should have their own insurance to cover for their mistakes*************************************** I request to accept my request for refund. Business Response /* (4000, 9, 2022/06/21) */ Hello, I apologize, however, as we have proof we fulfilled and delivered the order to your house, it is not refundable. We will not be issuing a refund for merchandise we shipped and delivered to the correct address. Again, the customer would need to file a claim with their insurance and file a police report to provide to the insurance company. Regards,

• Initial Complaint

  Date:24/05/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on April 9, 2022. My package was delivered on May 2nd and two items were missing from my package. A ************ cross body bag worth $130+ tax and a ***** toddler girl dress worth $34.50 +tax. I have contacted the company numerous times for a refund / replacement and none has been issued to me. Here is my order no- **********

  Business Response

  Date: 27/05/2022

  Business Response /* (1000, 5, 2022/05/24) */ Hello, The refund for the 2 items the customer states she did not receive were denied as we have video footage showing the items in the box with the rest of the items. As a one time good faith gesture, we have issued the refund for the 2 items for $185.48 back to the customer ********* account as that is how it was paid for. The customer will have to wait for ********* to update their systems and issue the refund to the customers credit card. Regards, Consumer Response /* (2000, 7, 2022/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has issued a refund to me on May 24th, 2022. However,that was after I went on various social media platform to make several complains. I look forward to receiving the refund.

• Initial Complaint

  Date:20/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order #********** was shipped with two missing items that was on sale. When I called the customer service number, I was told that they need to conduct an investigation as I had received one shipment with all of the items - which was clearly not the case. I asked since I've been charged with it already why they can't ship me the missing items (costs less than $56 + tax on sale!). I care more about the missing items being out of stock than the monies itself. When I escalated to the supervisor, I was told that they are too busy.

  Business Response

  Date: 02/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ Hello, We reviewed this complaint and have issued a refund for the 2 items she claims were not in the package. The refund transaction numbers and amounts are below. Order:********** CC ending in **** Refund amount: $32.54 Refund transaction number: ********************** Refund amount: $32.54 Refund transaction number: ********************** Total refund issued: $65.08 Please allow 3 to 7 business days for the credits to reflect in your account. Regards,

• Initial Complaint

  Date:13/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bay Rewards account # ***************. I purchase only online. i have had problems only on thebay.com store. i have complained multiple times in writing and verbally with custom care; i have spent MANY HOURS trying solve the problem but nothing has been done. 1. When i purchase items on thebay.com, i suppose to receive reword points and if I pay with my **************, i suppose to get additional points (double). If I return the item, the points are deducted from my rewords account. Over the past year (maybe even more), during most of my purchases, I did not get the *** points I was supposed to get; I also did not always get the promo points when they existed (eg double the points); but when I returned the items, those *** and promo points were deducted from my account. Despite spending hundreds/thousand of dollars at thebay.com i ended up owing thebay.com thousands of points. after spending few hours on the phone and via emails with customer service, and sending them proofs of the transactions which took me some time to generate, I eventually received only part of the points (more than 20,000) they owe me and no further replies to my emails. See e.g., Case #******** #******** #******** #********; Last person i spoke with is CHARLOTTE A. 2. EVERYTIME I purchase on thebay.com and add sell items to my cart, at checkout the items' price jump to a full price. Sometimes if I logout of the thebay.com, clean my browser cache and login and checkout this solve the problem; but sometime it does not work or i have to do this multiple times and since thebay.com site is EXTREMLY slow, it can take me more than 30-45 min to checkout; and if I shop before midnight I miss the promo of that day. 3. Promo codes are not always applied at all or they are applied at a different percentage despite the fact I enter the correct code. ************************************************** 4. Website extremely slow; can take >1m for page upload *******************************************

  Business Response

  Date: 02/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ Hello, This is already being addressed by our Rewards department, who actually emailed the customer this morning with a gentle follow up. He has been advised the case is now closed and if they have any problems not receiving his points in the future to reach out to them directly. We apologize for this issue and the frustration this has caused. Regards,