ComplaintsforHudson's Bay Company

• Initial Complaint

  16/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  20/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  21/07/2022

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

• Initial Complaint

  17/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  24/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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

  20/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  13/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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,

• Initial Complaint

  12/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed order online with Hudson's bay company on March 25. The promotions shows when I buy$150 I will get $50 (10,000 points) in points for my purchase. There are 4 orders that been ship separately (2 item in each order, they ship separately, so the system didn't organize it's over $150"so I didn't get points from the order. When I call customer services to get my points back. They helped me with my first order right away and refuse to help me with the other three. They are saying " I have to wait 90 days and the points will add up automatically." Excuse me? All other ppl get the points right away why should I wait for 90 days? After 90 days if I didn't get my points back, I couldn't even return my purchase. I want my points back right away plz. If they create a promotion like this. They have to help me solve the problem if the system is not smart enough. My order number is **********, ********** and **********.

  Business response

  24/05/2022

  Business Response /* (1000, 5, 2022/04/28) */ Hello, We have reviewed this customers order history and their rewards accounts. We will not be providing any further points for the orders as this has been investigated by several departments and the customer is not entitled to anything further for her orders or the orders shipped to their address under different names. Regards,

• Initial Complaint

  12/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Extremely frustrating experience with customer service at the bay. I ordered an item on December 28 with a value of $392. It's expected delivery was Jan 6. The package had no shipping information with *********** and was indefinitely delayed. I then contacted the bay to initiate a return because it was going to be delivered LATE to an address I would not be returning to until March. It arrived on Jan 16. In March I returned to that location and accessed the package. I contacted customer device immediately. I was told that because I paid via *********, the full amount would be returned to my credit card. A week later I receive an email stating a physical gift card has been mailed to my billing address. I did not authorize the gift card mailing, was told I would be getting a refund on my card, and did not have access to my billing address at that time. I contacted customer service who informed me (by 3 different agents) that they could transfer the balance of the gift card to my original form of payment. I contacted my landlord and asked him to collect the numbers from the gift card to do so. I contacted the bay and was told my request had been processed and that I should see the return on my credit card within 7 business days. 9 days pass and I hear nothing. I contact the bay and they tell me the request to transfer the amount was declined. Despite the fact that I initiated the return in January, they deemed it to be over the return deadline. No one contacted me. I then submitted a request to have the amount issued to me as an electronic gift card. I was told my request was processed and I would receive an email. One day later I had still not received an email. I contacted customer service and was told that the request had not been submitted properly by the agent I spoke to. I would have just been waiting AGAIN if I hadn't followed up. 4 months later and I still haven't received my refund. Order # **********

  Business response

  24/05/2022

  Business Response /* (1000, 5, 2022/04/28) */ Hello, We have reviewed this customers order ********** and see that we removed the funds from the original gift card refund and issued the customer an e gift card for the $392.24. The customer used the refund e gift card on 04/08/2022 on order **********. Our return policy is 30 days from the date of purchase and 90 days if purchased with an HBC ** card. We apologize for the confusion and inconvenience this caused our customer. Regards,

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered toys (*************) Dec 9th for a Christmas Gift for my daughters which has never been recieved. When not recieved by Dec 20th emailed The Bay Customer care email. They replied Dec 22nd in which I replied asking for tracking of item and when it would be recieved given it was a Christmas gift. Dec 24th recieved email apology with no further details. I then called customer service an additional 3 times since this date. Where they advised they will investigate and I never heard back from anyone. Feb 6th I called client care center again and asked for a manager. Explained my frustration and was asking for a resolve and refund given I had never recieved the item I purchased. Manager advised this refund needed to come from ****************** and emailed then while cc'ing me. Manager apologized and stated he would ensure this was rectified and refunded back and yet still no rey or follow up or email from The bay client care dept or **********. I have since had no time to follow up with this issue until today. Looking for a refund since item was never recieved. This has been so frustrating that noone has taken accountability and refunded for a purchased item never recieved.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/06) */ Hello, We have reviewed this customers order ********** and sincerely apologize the Marketplace seller did not contact her to refund as we were advised they were going to do. We reached out to our Marketplace team and they have contacted the seller to refund as soon as possible and have put our customer on the email. We are issuing our customer a Hudson's Bay E Gift Card as compensation for this disappointing and frustrating situation. Kind regards, Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

• Initial Complaint

  18/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi. I placed an order with the bay (order **********, Jan 27). A marketplace vendor, **************, contacted me to let me know one item, a set of cushions, was out of stock and I would receive a refund 67.77. I contacted the selller again at the beginning of February and the seller again agreed to a refund. Instead, the bay made an unauthorized withdrawal from my bank account via ****** for 67.77 on Feb 8. I called the bay and they agreed to refund the money, then did nothing. I was told an internal bay fraud department would investigate he unauthorized withdrawal but no one called. My reference numbers are #*******, ********, ********, and ********. I have submitted copies of the email from the original seller and of the debit from the ****** account multiple times for these reference numbers. The customer service agents either put me on hold *********** or open a new reference number for the case, guarantee me a refund, and then seem to do nothing. I have asked for a manager and been told no. I would like a refund of 135.54, for the original order and for the unauthorized ****** debit.

  Business response

  26/04/2022

  Business Response /* (1000, 5, 2022/03/21) */ Hello, We have reviewed this customers order **********. The original authorization hold for the order was $283.19. The order was shipped in several packages with totals of $49.14, $70.01, $14.24, $14.24 & $67.77 for the total charge of $215.40 for the order. The $67.79 was voided as that was for the canceled item. The charge of $67.77 is correct as it is for the 2- Tapestry Runner (****************) (36") = $39.98, 1- Printed Rubber Mat (***************) = $19.99 with $7.80 taxes is the total of $67.77. We do not owe the customer any refund as she was not charged for the canceled item. We apologize for any confusion and frustration this has charged. Regards, Consumer Response /* (3000, 7, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still owed a refund for the unauthorized debit for 67.77 made from my account on February 6th. The access to my account by the market place seller via the bay was unauthorized ***********. Please refund my 67.77. ************************************************** Business Response /* (4000, 9, 2022/03/22) */ Hello, As we previously advised, the charge for the $67.77 is a valid charge for the order. The $67.77 charge is for the 2 items the Marketplace seller shipped the customer from her order. We will not be issuing a refund for a valid charge for items the customer did receive. Regards,

*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. ↩