ComplaintsforHudson's Bay Company

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was bought at the Bay. The manufacturer is ******* Unbeknown to me it is tied into Marketplace. Therefore the Bay is not responsible so they say. My case#******** 20nd case#******** How is this possible? My payment was made to The Bay on my *** cc. Merchandise was returned by ********* as per their request *********#************ **** * *** ** *** *** * ********. Please help. ***** *******

  Business response

  25/07/2024

  Hello,
  
  We apologize for this experience.
  
  We are manually refunding the customer for the order.
  
  Please allow 5 to 10 business days for the credits to reflect on your account.
  
  Kind regards,

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number: ********* I purchased the *** bed frame in Jan 23, 2024. I got the bed delivered on Feb 16. I used it for 1.5 week only to realize that the bed frame was extremely dirty and was giving me a serious allergy reaction. The company refused to provide a refund, so I asked for an exchange instead. It literally took me 4 days of non stop calling to customer service centre. I ended up physically going into the Bay store to meet the store manager and got a 'special approval' for an exchange when it was only within 1.5 weeks of delivery and posing a serious health issue. So the exchange was supposed to come a month later on Mar 21, 2024. A day before the delivery, I got a call from the Bay saying the delivery was now delayed to May 4, 2024. Requested a refund instead because I've been literal sleeping on a floor and it just does not make sense for me to wait 5 months for a bed frame. I was told to call customer service, which I am unable to connect. I'm currently on a hold for 2 hours and no one is picking up. This is not the type of service I deserve when I made almost $2,000 purchase. At this point, I want my money back and completely cancel this order. But how should I do this when I can't even connect to their customer service? **** **** * ***** ******** ** *** *** *** *** ********* ************ *** *** * **** ***** ** ******** *** ****** **** ** *** ****

  Business response

  02/04/2024

  Hello *** * *** ***,
  
  This email is in regards to order *********. We are writing to express our sincerest apologies for the delay you have experienced with your recent order. We understand how frustrating it can be to wait longer than expected for your purchase, and we want to assure you that we are taking immediate steps to rectify the situation. 
  
  Unfortunately, unforeseen circumstances have caused a delay in processing your order, and for this inconvenience, we deeply apologize. We strive to provide excellent service to all our customers, and we understand that we have not met your expectations in this instance.
  
  As a gesture of our apology and appreciation for your patience, we would like to offer you a 20% discount on your current order. We hope this gesture demonstrates our commitment to making things right for you.
  
  We kindly request that you reconsider canceling your order with us. Your satisfaction is our top priority, and we are dedicated to ensuring that you receive the quality product you ordered in a timely manner.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week. Monday to Saturday, 8:00 a.m. to 11:59 p.m. EST Sunday, 10:00 a.m. to 10:00 p.m. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  08/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Okay I can take 20% refund and wait for the order, but I want to know (1) the date that delivery will come (2) if it is not going to be delayed any further. Can you promise there will be no further delay?

  I tried to contact your customer service numerous time, but no one ever picks up the phone. 

  Please give me a call at ###-###-#### to discuss. 

  
  Sincerely,
  
  ******* ***

  Business response

  20/04/2024

  Hello *** * *** ***,
  
  This email is in regards to order *********. We attempted to reach you today via the contact number ###-###-####, but unfortunately, we were routed to voicemail. Nevertheless, we wanted to update you on the status of your order delivery.
  
  Your order is scheduled for delivery on May 3, 2024. We understand the anticipation that comes with awaiting your package, and we are working diligently to ensure a timely delivery. While we sincerely hope there will not be any further delays, please rest assured that we are doing everything within our power to meet this scheduled date.
  
  Once your delivery is completed, we kindly ask you to reach out to our frontline desk. Our team will be ready to assist you with processing any compensation owed to you for any inconvenience experienced during this process.
  
  If you have any questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We are open 7 days a week from 10:00 a.m. to 8:00 p.m. Eastern Standard Time.
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was told that my delivery was delayed AGAIN and will not be coming in tomorrow. Enough is enough. Give me a full refund. Your customer service DOES NOT pick up the phone. You give me a call at ###-###-####. I want a full refund. This is unacceptable.

  
  Sincerely,
  
  ******* ***

  Business response

  10/05/2024

  Hello Better Business Bureau Team,

  This email is in regard to complaint ********. We contacted the customer but were routed to voicemail. Hence, we sent an email to the customer advising them that a return has been initiated, and once the merchandise has been returned to the depot, we will issue a refund in the original mode of payment without charging any restocking fees.

  Thanks and regards,

  Sahil A
  Customer Care Representative
  Hudson's Bay

• Initial Complaint

  19/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  complaint location : ******** *** **** ***** *** ********* ******** Anjou Quebec. ###-###-#### I bought a 5-piece modular sofa from The Bay in April and got it delivered on June 30th to my new place. Because of ongoing renovations and travels, we only started using it from mid-December. One piece that we use often has lost its shape, making the fabric look cheaply made. A technician came today and agreed that the foam in that piece was not good, offering to replace it, but **** ***** ** ignore other pieces that might face the same issue. Despite not using the other pieces much, I questioned why they wouldn't consider fixing potential problems in those areas. ** **** **** * ******** ***** *** ***** *** **** ***** ****** The technician insisted on repairing only the one worn piece, ***** ****** *** **** **** **. **** ******** ***** ********** *** **** ******* *** ******* ********* * ****** **** ******** **** * ******* ***** *** *** ***************** ******** **** *********** ********* *** ******** Fixing just one piece of the sofa ******* **** **** *** might lead to further problems down the line. * ******** **** ** ** * ******* ** *** ********* **** ******** ******* ***** **** *** ********* ******* * ***** **** ******** **** ** * ***** ********* * **** **** ********* *** *** ******* ******* **** *** *** ** ***** **** I'm requesting for a full refund *** *********** ********* ** * ************** ******** **** **** **** **** **** * ****** ******** ******** * ************* ****** ** ******* *** ***** ******** ********* *** * ********** **** ** *** ********** ** **** ******* **** ******* *** *********

  Business response

  21/03/2024

  Hello Mr. *******

  We hope this message finds you well.

  We are reaching out to address Service Request ******** concerning your sofa. We deeply regret any inconvenience caused by the delay in our response and understand the frustration this situation may have caused you.

  In light of the circumstances, we would like to extend our apologies by offering you a 15% discount on the product price if you choose to keep the item as is. We understand that this may not fully compensate for the inconvenience, and therefore, if this discount is not acceptable to you, we are pleased to offer an exchange for the product.
  If you choose to proceed with an exchange, please note that exchanges are valid for 60 days from approval, so please be sure to call us before May 20, 2024 at the below-mentioned number to process the exchange and set a delivery date. The agent who handles your call will create the exchange and arrange the new delivery date for the exchange with you.

  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by calling our toll-free number at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST.
  
  Thank you for choosing Hudson's Bay.

  Regards,

  Simran S
  Customer Care Representative
  Hudson's Bay
  

  Customer response

  25/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  "I appreciate your efforts to address my concerns regarding Service Request ********. However, a 15% discount does not adequately address the issue ** * ****** ************ ******* **** **** ****** **** *********** ***** If you have a high-quality sofa made in Canada available for exchange, I would be open to that option. Otherwise, a refund is the only acceptable alternative. Please confirm how we can proceed accordingly."
  Sincerely,
  
  **** *******

  Business response

  26/03/2024

  Hello Mr. *******
  
  We hope this message finds you well.
  

  We are reaching out to address Service Request ********. We wanted to take a moment to address the recent experience you've had with our product. Your satisfaction is our top priority, and we genuinely apologize for any inconvenience or dissatisfaction you may have encountered.
  
  Upon reviewing your case, we understand the importance of finding a resolution that aligns with your expectations. Therefore, we would like to offer last two options ; 30%  Compensation to keep the item as it is or reselection of the item, If the item you select is a more expensive one, you will be required to pay the difference. As well, if you choose a less expensive item, the balance will be refunded to a gift card. You will need to contact our customer care department by phone at the number provided below to create the reselection and arrange the new delivery date for the reselection. Please note that reselection approval is valid for 60 days after approval, so please be sure to call us before May 25, 2024, to process the exchange and set a delivery date. We appreciate your time and patience in this matter, and we do apologize for the inconvenience.

  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by calling our toll-free number at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST.

  Thank you for choosing Hudson's Bay.

  Regards,

  Simran S
  Customer Care Representative
  Hudson's Bay

   

  Customer response

  02/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I appreciate your response and the offer, again, as I mentioned, a discount won't resolve the issue. I'm willing to pay the price difference if I decide to upgrade to a more expensive couch. however, please be aware that I have purchased an extended warranty on this item, and one of the conditions is a full refund. Has this changed? 
  Please advise 

  Sincerely,
  
  **** *******

  Business response

  11/04/2024

  Hello Mr. *******,

  We hope this email finds you well.
  
  This email is in regards to your order *********. We apologize for the inconvenience and appreciate your understanding. 
  

  We are pleased to confirm that the return request has been approved; however, please be advised that a 20% restocking fee will be applicable. Kindly call our Customer Service Department on the number mentioned below to have your return created. The agent who handles your call will create the return and advise you of the pick-up date. Once the item has been picked up and put back into our system, your refund will be processed within 14 days.

  If you have any questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We are open 7 days a week from 10:00 A.M. to 8:00 P.M. Eastern Standard Time.

  Regards,

  Simran S
  Customer Care Representative
  Hudson's Bay

   

  Customer response

  12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  a 20% restocking fee,  appears unreasonable, particularly in light of my purchase of an extended warranty. I firmly believe that, considering the inconvenience caused, a full refund is warranted. As previously indicated, I am open to an exchange for a higher-quality item, which I deem to be a more advantageous option, with the provision to transfer the extended warranty to the new item."
  
  Sincerely,
  
  **** *******

  Business response

  17/04/2024

  Hello Mr. *******,

  This email is in regards to your Service Request for your product *********** ********* ** * ****** **********. We apologize for the inconvenience caused to you.
  
  We would like to inform you that reselection is approved for your request. If you choose a more expensive one, you will be required to pay the difference. As well, if you choose a less expensive item, the balance will be refunded to a gift card.
  

  Please note that exchange approval is valid for 60 days after approval, so please be sure to call us before June 16 2024, to process the exchange and set a delivery day. The agent that handles your call will create the exchange and arrange the new delivery date for the return or exchange with you. We appreciate your time and patience in this matter.

  If you have any questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We are open 7 days a week from 10:00 A.M. to 8:00 P.M. Eastern Standard Time.

  Thank you for choosing Hudson's Bay.

  Regards,

  Simran S
  Customer Care Representative
  Hudson's Bay

   

   

   

  Customer response

  24/04/2024

  
  Complaint: ********

  Dear Simran S,
  
  Thank you for your  response regarding my damaged item. Your efforts to assist in seeking a resolution are sincerely appreciated.
  
  Unfortunately, despite visiting three Hudson's Bay locations, the available options for a replacement were  limited. While I was able to find an item that partially met my criteria, it was only available in leather, which does not align with my preferences.
  
  ****** ** **** ********* ** ** ********* ****** ****** ***** *********** ******* ** **** ******* *** ******** **** ******** *** * ************ Furthermore, my attempts to contact customer service via phone were unsuccessful, as I experienced a 45-minute hold without connection.
  
  Given these circumstances, after careful consideration, I have decided to accept your previous offer of a 30% discount to keep the damaged item. This results in a total rebate of $991.31, approximately half the estimated repair cost.
  
  In addition, I would like to respectfully request a full refund for the extended warranty, as it did not fulfill its intended purpose.
  
  Thank you once again for your understanding and cooperation in this matter. The specific amount for the warranty refund can be found in my file.
  
  I am eager to receive your guidance on the next steps to resolve this issue.
  
  Regards,
  

  
  **** *******

  Business response

  27/04/2024

  Hello BBB Team,

  This email is in regards to complaint ********. We have contacted CX through email, informing them of the accurate refund amount and clarifying that their five-year extended warranty cannot be refunded.

  Thank you.

  Regards,

  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  10/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: * ****** ** ******** ******* **** * ******* ****  *****  *** *********** ** ****** ***** ******** 

  ***** ******* *** ********** ****** *********** ******* ** ** **** * ******* **** **** ** ****** ******** ***** **** ** ***** **** ********* *** **** ******* ******* ** *** **** ******** **** ***** ********** ******** ******* **** **** ********* ********** *** ** ********* ** ******* ***** I was even willing to settle for a 30% discount just to keep the damaged item as is, but ** ***** ************* ** * ******* ******* ** **** ***** you neglected to respond to my inquiry.

  
  ***** ******* I contact your CX department again; waiting on hold for 45-minute stretches is not an option. **** ******* ****** ******* **** *** ***** ******** ***** ******** *** ********** **** ** **** **** ************ ****** * **** **** ****** ****** *** *** *** *** ***** **************
  
  *** ***** **** ******* those ********** 20% restocking fees. Why would you restock a damaged item, **** ** **** ** *** ** **** ************ ********* ** **** **** *** *** *** ******* *** as for that email detailing the refund amount *** *** ******** ********? Still waiting to see it.
  
  ****** ** ******* *** **** ******** ** **** ****** * ******** **** **** **** **** ** ** **** ******* *** ***** Send someone  ASAP to pick the entire sofa, I expect a 100% refund, NO STOCKING FEES. * ***** ** ** *** *** ******** *** *** *** ************* ** ********* ** ****** ***** 

   

  
  
  Sincerely,
  
  **** *******

  Business response

  16/05/2024

  Hello BBB Team,

  This email is in regards to complaint ********. We have contacted the customer via email, attaching our previous correspondence to clarify that we have already offered the discount. Additionally, we have reiterated to the customer that only one chair can be returned, as the defect was found solely on that particular item.

  Thanks and regards,

  Sahil A
  Customer Care Representative
  Hudson's Bay

• Initial Complaint

  22/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered two leather recliners from the bay in May 23 and they were delivered Nov 1 During delivery one of the chairs was dragged across our hardwood floor and then put in position while missing one of the rubber protectors from one leg. As a result we have suffered damage to very expensive hardwood floooring. We have repeatedly contacted the service center, the store where we bought the chairs, their ******** page and I recently emailed the CEO All to no avail- they continually deflect to the delivery company and don’t return calls or provide the follow up they commit to.

  Business response

  11/03/2024

  We have contacted the customer and offered a settlement/compensation from our company that the customer confirmed and accepted. This amount was refunded to their credit card. The delivery provider also offered the customer a settlement. The cash settlement in the form of a cheque was mailed to the customer from the delivery company on March 8, 2024. We have done evrything we can to satisfy the customer concerning the damage to their wood floor.

  Customer response

  19/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  While we appreciate the efforts made by the Bay to provide some form of compensation , we still feel we are being under compensated for the damage to our hardwood floors. No one has reached out to actually assess the damage and until that is done we have no resolution. The delivery company referred to in The Bays response has not provided us any compensation. Ultimately what should happen is the  Bay as the company we contracted with, should provide us with an estimate of the damage  caused by their chair( missing rubber foot cover)  that was dragged across our floor by their agents( *****’s).

  We don’t feel we should be chasing either of these companies to return our property back to its previous state and that the Bay should be facilitating this resolution.
  
  Sincerely,
  
  ****** *****

  Business response

  27/03/2024

  Hello,

  We had previously contacted this customer and they "Accepted" the settlement/compensation we offered them and we refunded that amount to their credit card.

  The delivery provider also sent the customer a settlement cheque that was issued to her on March 8th.

  As previously advised we have done everything we can to resolve this with the customer and so has the delivery provided. She accepted what was offered to her and we will not be issuing any further compensation for this issue.

  Respectfully,

• Initial Complaint

  21/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have place multiple orders over the last years to Hudson's Bay. I recently ordered 4 dresses for my girls and planned to keep 2 of them for sizing. When I put the items initially in my shopping bag, I didn't see final sale and only realized after placing the orders. I tried contacting Hudson's Bay multiple times by chat and phone. I also went down to the store and only today, over a month later do they tell me that had I contacted them right away they may have been able to help me but now it is too late. Yet, I have been trying to contact them already many many times before this. They make you wait long times on the phone, don't respond to emails, give me wrong information and then state- they wish they could help, but they can't- it is too late. This isn't a large order. * **** ****** **** ****** **** ****** **** **** ****** ** **** ** **** * ******** ** ***** I'd like a refund or the ability to return the items to you. This is for Orders #********** and Order #**********

  Business response

  20/03/2024

  Hello,

  We apologize for our delayed response.

  We have reviewed the customers orders ********** placed on 01/17/2024 and ********** placed on 12/26/2023. Both orders are for the same dress, the first order is for sizes 3 & 4 and the second order is for sizes 6x & 8.

  The orders were placed 3 weeks apart, same dress 4 sizes, all final sale. We apologize, however, neither of these orders can be returned or refunded. I am noting our Final Sale policy below for the customers reference.

  Final Sale
  Clearance items purchased in-store or online labelled "final sale;" items with prices ending in $.96; underwear and swimwear (without the hygiene liner); car seats; breast pumps and face coverings are final sale. These are not eligible for a refund, exchange or store credit.

  We apologize for the inconvenience this has caused our customer.

  Regards,

   

  Customer response

  21/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I had no idea when I placed these orders that they were final sale. Had I known, I never would have done it. I don't think they showed on the product page when I put in the shopping cart for my first order.

  Once I found out after trying to return in store (Who told me I can contact online to return, I just can't return in store), I immediately contacted the Bay so many times with no responses and was given the run around by email, chat and phone.

  I have ordered from the Bay so many times and shop in store. I never had the experience of anything being final sale like this. I strongly feel that the right thing to do would be to give the opportunity to allow a return especially after contacting you so many times. You can either refund or give a store credit. * ** **** ***** **** ** ******* ******** ********** ** ***** ******** ** **** *** ********** I just don't need both sizes.

  
  Sincerely,
  
  **** ******

  Business response

  01/04/2024

  Hello,

  I apologize and empathize with the customer, however, they are Final Sale and were placed 3 weeks apart on Final Sale.

  The items are not returnable or refundable.

  I apologize for the inconvenience.

  Respectfully,

   

• Initial Complaint

  20/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items ( 2 pairs of ***** shoes) were purchased on August 8, 2023 Order#************ Total paid with taxes and fees included was $226.00 Items returned by ********* as per the Bay instructions, package#************* When refund was not received, I contacted the Bay to inquire about the refund that was not received since items were returned the way that I was told to do. The Bay stated that I needed contact ** **** about this and I contacted ** **** and filed a dispute, i received a refund then on my most recent **** statement i noticed that the refund was reversed. I contacted ** **** today and was informed that the dispute was reviewed and for some reason ** **** sided with the merchant on the matter but the representative was unable to tell me why this occurred as I sent ** **** all the documentation that I have in regards to this order. I Contact the Bay again and was told to contact ** **** i informed them that I already did and that ** **** told me to contact the merchant and the conversation went in circles. So I have no product and am out $226.00, * ** ** ***** *** *** ** * ***** ****** ** * ****** **** ********* *** **** ** *** ***** ** * ** *** **** **** **** ********** ******* *** ****** ** *** ****** **** **** *** *** ** ******* ** ** *********** *** ** *** ***** ** ********* ** *********** I followed the instructions given by the Bay for the return, I do not understand why I should be punished if the package was "lost" in the delivery process. ** *** *** ****** ***** ***** ** ***** **** *** ******* ****** *** ***** ****** ******** ** **** ** *** **** **** ******** ******* **** ** ***** ** ********

  Business response

  05/03/2024

  Hello,

  We apologize for our delayed response as we looked into the customers order ********** and what happened. The sellers never received the items back, we did receive a dispute from ** bank and we did advise ** that the items had not been returned. ** bank rejected our dispute and the dispute was in the customer's favour.

  We have not taken back the funds or received any funds back. We took no further action on this order or claim once the customer won her dispute with her bank.

  The customer will have to reach out to ** to have it looked into as Hudson's Bay had nothing to do with this since 01/05/2024 when the customer received the chargeback from the items.

  We apologize for the inconvenience.

  Regards,

   

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I should not be penalized because the return method given by The Bay did not ensure that the items were returned to the Bay.
  
  Sincerely,
  
  ****** **********

  Business response

  14/03/2024

  Hello,

  As we stated previously the seller never received the order back. Again, ** bank rejected our dispute and ruled in the customers favor. She was refunded through the dispute process, we did NOT take the funds back and do not owe the customer anything further.

  As we advised previously, the customer will need to contact her bank about the refund and why they took it away as Hudson's Bay had nothing to do with that. Hudson's Bay will not be refunding the customer as she won the dispute and was refunded.

  We apologize for the inconvenience and frustration this has caused.

  Respectfully,

• Initial Complaint

  08/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a sofa bed from the Bay on October 10, 2023 as well as 5 year service protection. I was informed that the delivery date will be January 6, 2024 because it is a custom product. I paid the full amount of order #*********. • On November 28, 2023 I received an email from the Bay that the delivery is delayed to January 6, 2024 which was the original delivery date anyway. • In December I changed the delivery date to January 12, 2024 because my scheduled changed. • On January 8 I received a call and email from the Bay that my delivery is delayed to January 26, 2024. • On January 10 I received a call from the Bay that my delivery is delayed to February 2, 2024. • On January 28 I received a call and email from the Bay that my delivery is delayed to February 9, 2024. • On February 2 I received a call from the Bay that my delivery is delayed again and the new date is March 24, 2024. I refused to discuss the delay and requested the agent to escalate to a manager that can resolve the delivery issue and not just apologize for the delay. This delivery issue is shocking and I'm extremely frustrated and upset considering I'm dealing with the Bay and not a small business. The Bay provides delivery dates without the intention of fulfilling the commitment. The most frustrating part is that this is not a production issue but a delivery issue. The sofa bed was produced and is sitting in a warehouse in Richmond BC. I tried to escalate multiple times without avail. I even tried to call the corporate offices but couldn't find the phone number to call other the previous numbers that I tried previously. I want the sofa bed to be delivered on February 9, 2024 regardless of what the Bay needs to do to fulfil their obligation and if not then refund my money. Enough is enough.

  Business response

  12/02/2024

  Hello Mr. ******,
  
  This email is in regards to the order *********. We sincerely apologize for any inconvenience caused by the delay in the delivery of your order. We understand the frustration this may have caused, and we truly appreciate your patience and understanding during this time.
  
  As of now, we regret to inform you that deliveries and pickups have not yet resumed due to unforeseen circumstances beyond our control. We have been in touch with our delivery partner and have requested that they schedule the delivery of your order at their earliest convenience. We understand the urgency of your situation and are committed to ensuring that your order reaches you as soon as possible.
  
  We wish to inform you that the delivery has been scheduled for March 14, 2024. We are eagerly anticipating a response from our delivery partner, and upon receiving an update from the team, we will promptly notify you of any changes or developments.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I’d prefer to receive a refund than wait for a new promise date to deliver on March 14, 2024.

  This is the same message I have been receiving from the Bay since January 8, 2024.  I see no reason to trust that the delivery will actually be made on March 14, 2024.

  Let’s just stop this charade and refund the full amount.

  Sincerely,
  
  **** ******

  Business response

  13/02/2024

  Hello Mr. ******,
  
  This email is in regards to the order *********. We sincerely apologize for any inconvenience or frustration caused by the recent experience with your order. Your satisfaction is our top priority, and we regret any disappointment you may have experienced.
  
  We want to inform you that we have processed your refund, and you can expect to receive it back to your original form of payment within 10–14 business days. 
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at 1-866-809-8210. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  21/02/2024

  
  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.  

  However, I would have preferred delivery of the pullout sofa than receiving a refund 4 months after the original order date.  it is extremely unfortunate that the Bay will lose more customers as my family and I will never purchase anything from them.

  It is unfathomable to me that the Bay that was founded in 1670 couldn’t deliver a pullout sofa from the warehouse in Richmond to Victoria as promised within more than 2 months from the original delivery date and that wasn’t even guaranteed.

  Sincerely,
  
  **** ******

• Initial Complaint

  25/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have placed an order in December 2022 that I never received. (400$ + tx) I've been contacting TheBaie ever since to have an investigation ticket open, to have a supervisor look into it to have some kind of solution to the probleme. 14 months later, more then 15 calls, 8 request to speak with a supervisor and NOTHING. No one has ever called em back. I purchased an other item in December 2023 (250$ +tx), i asked for a refund and a return since the item is too big. The Baie gave me the runaround until the 30 days return period expired then sent me to the local seller of that item to have them resolve the issue. The seller contacted TheBaie to have them reimburse me however TheBaie refused since it has been more then 30 days. This is an ongoing issue, there customer service is not helpful, they have no solutions to offer, there level of management is definitely not in place. They refuse to reimburse you the money they owe you, they refuse to contact you back for a follow up, they refuse to give detailed informations regarding the situation. This is unacceptable and no one can help me

  Business response

  29/01/2024

  Hello,

  We located the customers order ********** placed on 11/29/2023. All items in the order are returnable due to the Holiday Return Period with the exception of the Marketplace item on her order which is the one she wants returned and refunded. 

  The seller has a 30 day return policy, no extensions for the holidays, this is why the item cannot be returned or refunded. The sellers policy is listed under the item when you click on the blue hyperlink.

  I believe this is the order ********** the customer claims she never received the 3 bottles of perfume in her order. We have searched everywhere and found no cases or contacts for this order until November 2024. The customer did have claims in 2022 for order **********.

  Order ********** cannot be investigated as it is over a year old, first case for the missing claim is November, 2023. We searched by her order, phone number and email address and found cases just none for this order.

  If the customer has emails, etc I ask that she forward them to **********@***.com for further review of order **********.

  We apologize for the frustration.

  Regards,

   

  Customer response

  29/01/2024

  
  Complaint: ********

  I am rejecting this response because:

  Order **********; I had called many times to ask why I wasn't receiving a return package, i was finally told that if the system is not issuing it, to simply go to the store which I did, they then referred me to the bay since it was an issue with the systeme. I called again for the 4th time for them to send me back to the store who wasn't able to do anything because a rep had told them I passed the 30 days. Keep in mind that the 30 days was passed due to a lack of good customer service from the hudson Bay. I had called the within the first days of the reception of the item and i had called many times since.

  Order ********** The case is definitely over a year old since I've been trying to get it resolved since then. After many multiple calls to their unproductive customer service. Every agent was lost in the case, I've asked for many follow ups, i NEVER received any, I always had to call back, I asked for a supervisor MANY time, no one had called me back. Every agent was giving me the run around. Nobody could find anybody's notes, **** *** **** **** ****** **** ********** * ******** ************

   

  I would like to get my money back for order **********

  I would like to get reimbursed for an item on order ********** since it was the Baie fault that the 30 days delay ended,

  
  
  Sincerely,
  
  **** ********

  Business response

  26/02/2024

  Hello,

  We apologize for our delayed response;

  The customers order ********** we reviewed all her cases and they were about getting a price adjustment on the ****** boots in her order. There are no cases about the customer wanted to return the MP item in the case. This item is not returnable or refundable and we sincerely apologize for the inconvenience.

  The customers order ********** as I stated previously had no cases for missing items before 11/2024. I previously asked the customer to email me directly at **********@***.com with any and all documents she has from us for this order and for her other order **********.

  We are requesting this information as we cannot confirm what the customer is advising and neither order is refundable.

  Regards,

   

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not have access to any of my previous orders since it was deleted from your system as I stated in my previous email. ***** ***** **** ********** *** **** I had called many times regarding this issue. there must me a way for the baie to find my purshases online. Records of calls or Complaint related to my adress or phone number.

   

  It is not realistic for you guys to ask yme to send you some kind of proof if everything was in your systeme.

  Now if it's not one problem, its an other. There is NEVER an ending to this situation.

   

  **** **** *********** **** *** ******

   

  Please find myb orders and reimburse me the pproducts I never received.

   

  
  Sincerely,
  
  **** ********

  Business response

  14/03/2024

  Hello,

  We have tried to advise the customer several times why she will not be refunded for order ********** - we did not receive a request to return the item until January 18th and the item could not be returned as it is a Marketplace item and they only have a 30 day return window. This order was placed on 11/29/2023. The customer has other Marketplace orders so she should know they have their own return policies and Hudson' Bays policies do not apply to the Marketplace sellers as they have their own policies and procedures.

  For order **********, I asked the customer for any emails in regards to this order as we have no record on the customer contacting us about this order from 2022 until 11/24/2023. We did not loose anything, our system keeps the records of all cases submitted.

  We do apologize, however, neither of these orders are refundable and we will not be refunding them.

  Regards,

   

• Initial Complaint

  18/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 18, 2024, I purchased a pair of ***** ***** ankle boots with a regular price of $175 from Hudson's Bay Metrotown, with the intention of wearing them for a business function. The night of the function, I wore the boots for approximately seven hours, from the time that I left my condo until I returned. With the exception of the time that I spent walking from my car to the function and back to my car, I was indoors the entire time, almost exclusively seated. When I took got home and took the boots off, I saw that a large section of the leather had peeled on the top of one of the boots. When I looked more closely, I saw that the other boot had peeled as well. The covering on the heels had also begun to peel. On December 18, 2024, I took the boots back to the store for a refund because of the defective material. A man was called to the customer service desk for me to speak to. He said that since I had worn them outside, he would not do a refund. I pointed out to him that I had done nothing to cause the damage, that I had purchased to them to wear, and that the problem was the defective material. He then said that since he couldn't put them back out for sale, he wouldn't do the refund. He did offer a "small" discount, (he didn't specify an amount). After a lengthy argument, he said that if I wanted the discount, it had to be done that day and had to be another pair of shoes. I told him that given the quality of shoes that I had purchased, I didn't want another. He refused to help further. * ****** ** ******* *** **** ****** *** *** ********* ** *** *** ****** ** ******** ******** **** ******* ***** ***** ** *** ******* *** *** ******** ** *** ****** ******* *** ******** **** * *** ************ **** *** **** **** * ********** **** ** *** ****** ******** ***** * **** ***** ****** ** ***** * **** ***** ** *** ****** ** *** ***** ** * *** ******* **** ********** * *** **** ***** *** ** ****** ****** ** ***** ******** **** ** ******** ******* **** ***** *********

  Business response

  06/02/2024

  Hello,

  We sent this to the store and they have advised us they are issuing the customer a refund for the item. 

  Regards,

   

• Initial Complaint

  20/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We complained about this mattress almost immediately after it arrived...we are both not able to sleep in this bed anymore, our shoulders, back, neck and arms and even our knees are hurting because of how soft the bed has become, and that there is a big lump in the middle of the mattress with both sides collapsed… The frame is brand new from **** ******, it is a solid wood frame w/slats and middle support. We only wanted to buy the mattress from The Bay, but we had to buy the box springs so we could get the extended warranty, now we wish we didn’t buy it at all because we feel like we have been ******* by the company. Just so you know ??, we are both normal sized, healthy people and we have had king size beds before, our last one we bought from ***** lasted over 10 years, we are so disappointed that this bed has failed us and cannot believe the bad customer service we have experienced. It took the bay months to get a 'technician' to come and take pictures of the mattress, and when she came, she got us to lift the mattress off of the frame then put it down BEFORE she took the unscientific measurements of the collapsed mattress...which was a cd size disk on a stick put on the bed with a string across the mattress with little weights on each end holding the string while she measured the distance between the two, which was ridiculous, this unscientific 'made up' measurement showed nothing and resulted in us being denied a replacement! We have attempted 2x now to have a manager call us back, no one has called, and no one answers the phone when we try to call the department at the bay. We will never buy a mattress from The bay every again.

  Business response

  20/12/2023

  Hello Mr. **********,
  
  This email is in regards to order *********.  First and foremost, we would like to express our sincere apologies for any inconvenience you may have experienced with your recent mattress purchase. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter in a fair and satisfactory manner.
  
  Upon reviewing your case, we have noted that the depression on your mattress measures 3/4" on the left and 1/2" on the right. While we understand the concern you've raised, our investigation reveals that, according to the manufacturer's warranty, a defect must exhibit a depression of at least 1 1/2 inches to qualify for a return, exchange, or refund. Unfortunately, the observed depressions fall short of this criterion.
  
  Additionally, we must bring to your attention that the mattress appears to have stains. As per the manufacturer's warranty, mattresses with stains are not eligible for return, exchange, or refund. This condition is explicitly stated in the warranty terms, and we regret to inform you that we are unable to process your request under these circumstances.
  
  We understand the disappointment and frustration this may cause, and we genuinely apologize for any inconvenience. While we are unable to facilitate a return or exchange based on the current warranty guidelines, we are committed to ensuring your satisfaction.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST.
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  22/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  the mark on the mattress wiped away, and if the person whom took the pictures would have pointed it out to us, we would have wiped it then, it was not soiled.  ** **** ******** *** ****** *** ***** **** ***** *** **** *****.  The measurements that the person took are not accurate, you can see in the pictures how much both sides of the mattress have depleted. 
  
  Sincerely,
  
  *** * ****** **********

  Business response

  05/01/2024

  Hello Mr. **********,
  
  This email is in regards to order *********. We sincerely apologize for any inconvenience and frustration you may have experienced regarding the marks on your mattress. We understand how important it is to have a comfortable and pristine product, and we genuinely appreciate your patience and understanding throughout this process.
  
  We want to assure you that we take your concerns seriously, and we have taken immediate action to address the issue. We have already reached out to the manufacturer to investigate the matter further. We have transmitted the images to the manufacturer, informing them that the marks on the mattress have been cleared, and the mattress was not soiled.
  
  However, we are currently awaiting a detailed response from the manufacturer to provide a comprehensive understanding of the situation. We understand that this delay may be frustrating, and we want to assure you that we are actively working towards a resolution.
  
  Your satisfaction is our top priority, and we are committed to ensuring that you receive a mattress that meets our high-quality standards. As soon as we receive a reply from the manufacturer, we will promptly update you on the steps we plan to take to resolve the issue.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay. Have a great day.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay
  
  

  Customer response

  12/01/2024

  
  Complaint: ********
  Hello there and thank you very much for your last message, we are very appreciative that you are going to help us, we spent a lot of money on this mattress/box springs, and frankly this whole process has taken way too long (almost an entire year!), and we shouldn't have had to go to the BBB to get the customer service that we expected/deserved from The Bay when we purchased this bed AND the extended warranty.  We look forward to your prompt attention.

  Thank you very much for your time,
  *** * ****** **********

  Business response

  17/01/2024

  Hello Mr. **********,
  
  This email is in regards to order *********.We hope this email finds you well. We sincerely appreciate the opportunity you've given us to address the situation and make things right for you.
  
  Currently, we are in communication with the manufacturer to explore the possibility of making an exception to exchange the product for you, even outside the standard warranty guidelines. We understand the importance of resolving this matter promptly, and we are committed to finding a solution that meets your expectations.
  
  Once we receive a response from the manufacturer, we will promptly reach out to you with the next steps. Our goal is to ensure your satisfaction, and we appreciate your patience throughout this process.
  
  Thank you once again for your understanding and trust in our commitment to resolving this matter.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay. Have a great day.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  24/01/2024

  
  Complaint: ********
  
  Hello there and thank you for your message, we are glad you are going to exchange our mattress, however, we do not want the same mattress as it may come with exactly the same problems - we would like to either have a credit, choice of a different mattress of the same value, or a full refund including the extended warranty costs.  We look forward to hearing back from you with one of these choices. 
  Sincerely,
  
  *** * ****** **********

  Business response

  31/01/2024

  Hello Mr. **********,
  
  This email is in regards to order *********. First and foremost, we would like to express our sincere apologies for any inconvenience you may have experienced with your recent mattress purchase. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter in a fair and satisfactory manner.

  We are writing to inform you that we have received your case and that our team is actively working on it. We understand the importance of your situation and want to assure you that we are dedicated to providing the best possible resolution.

  As of now, we have forwarded the depression images to the manufacturer for review. Once we receive any updates, we will get back to you accordingly.

  If you have any other questions or concerns about this email, please do not hesitate to contact our Customer Care Department via email or phone at ###-###-####. We have representatives available to assist you 7 days a week from Monday to Saturday, 8:00 a.m. to 11:59 p.m. EST, and Sunday, 10:00 A.M. to 10:00 P.M. EST.
  
  Thank you for choosing Hudson's Bay.

  
  Simran S 
  Customer Care Representative
  Hudson's Bay

  Customer response

  31/01/2024

  
  Complaint: ********
  
  Hello there again, thank you for your update, this updating that you are still waiting for the response of the manufacturer is taking a very long time...in the meantime, we are still suffering on this collapsed mattress, we bought this from The Bay because we have been customers for many, many years and trusted them...it is very frustrating that we have to spend so much time and energy in sending emails just to get denied, then having to open this case in the BBB and having to wait again and again to hear back from ***** or whomever the manufacturer is that you are referring to.  Today we received a phone call from The Bay and the customer service agent had no knowledge of this BBB case and proceeded to tell us again that our claim is denied, I told her we do not accept that and told her what has been communicated here and she added that to her report and repeatedly apologized for our trouble.  Again, we look forward to either a credit or a replacement of a different mattress as we do not want this same brand as it cannot be trusted for quality.  It is unacceptable that this has taken so long, it has been almost a year now that we have complained about this mattress, from the first week it collapsed.  It is so disruptive to our lives this problem we have had with this $3100 bed and this process of waiting and waiting for 'the manufacturer' to get back to you, so you can get back to us.  It would be very appreciative if you just gave us what we want and need and resolve this.
  
  Sincerely,
  
  *** * ****** **********

  Business response

  06/02/2024

  Hello Mr. **********,
  
  This email is in regards to order *********. 
  
  We would like to inform you that the call you received came directly from the supervisor. We have received confirmation from the manufacturer that your request has been denied. Unfortunately, it does not meet the requirements to be classified as defective according to their guidelines.
  
  We understand how disappointing and frustrating this news can be, and we want to sincerely apologize for any inconvenience or disappointment it may have caused you. Providing exceptional service and ensuring your satisfaction are our top priorities, and we regret that we were unable to meet your expectations in this instance.
  
  Additionally, we apologize for the delay in our response. Your time is valuable to us, and we aim to address your concerns promptly. Please know that we are here to assist you further and explore any alternative options that may be available.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Sahil A. (Customer care representative, Hudson's Bay);

  In your last correspondence you stated the following;

  1. The manufacturer has denied our claim.  This is something we already know, but does not state what The Bay is willing to do to rectify the issue.  

  2. 'Providing exceptional service and insuring your satisfaction are Hudson's Bay top priority'.  You state that The Bay is unable to meet our expectations, however, in reality you are not meeting your own expectations if exceptional service and customer satisfaction are The Bay's top priority.

  Again, you mention nothing about what The Bay is willing to do to rectify the situation.

  Since we purchased the mattress and warranty from The Bay not the manufacturer, we expect The Bay to rectify this situation as per your letter dated January 5, 2024.

  Please provide details on how The Bay is going to resolve this issue.

  Sincerely,

  Mr. ****** **********

  
  Sincerely,
  
  *** * ****** **********

*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. ↩