ComplaintsforHudson's Bay Company

• Initial Complaint

  17/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hudson Bay Order Case# ********. In July, I ordered 4 necklaces from ******* via Hudson Bay Marketplace. I kept one $110.18 and returned the others. Original Payments Refund that Should Have Been Given Gift Card $48.04 $0.00 Rewards Points $58.08 $0.00 used 11,617 ********** $307.76 $303.70 Total $413.88 $303.70 Returned Items $303.70 Item Kept $110.18 Total $413.88 The item I kept should have been paid for 1st by my gift card, 2nd by my rewards points & the balance of $4.06 is all that should have come out of my credit card. Therefore, my credit card should have been refunded $307.76 less $4.06 = $303.70. On October 13, 2021 I received an email from The Bay Marketplace stating "Hi ******, we're writing to let you know that a refund of $303.70 for Order ************ has been issued". This never happened. Instead, on Oct. 16, I received two credits on my credit card of $77.71 and $62.17 for a total of $139.88, a gift card for $26.82 and more rewards points (value of +$80.70) than I originally used!!!. After 3 months trying to get an explanation and the refund to my credit card, they said "Regrettably, all refunds will be processed to the original forms of payment used. Therefore, we may not be able to process the credit to your account." If so, why did they give me 27,400 rewards points when I only used 11,617. At the very least, they should not have given me an extra $80.70 in rewards points. That should have been a refund to my **********. There is no way I should have to accept more reward points that I used in place of a credit to my card. On Feb. 5 I sent one last email with my further comments and I have received no response. Please help.

  Business response

  26/04/2022

  Business Response /* (1000, 7, 2022/03/23) */ Hello, We have reviewed this customers order ********** and found the error that caused her to be refunded incorrectly. We have had the customer the remaining $167.88 to her ** card used on the order ending in ***. The $167.88 with the $77.71 & $62.17 give the customer a full refund back to her card for the order in the amount of $307.76. The customer may keep the points that were refunded to her account in error as it was our error and the gift card she received. We sincerely apologize for the unfortunate and disappointing experience. Kind regards, Consumer Response /* (2000, 9, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you to the BBB for their help in getting this long outstanding matter resolved. I am very pleased that not only did Hudson Bay refunded what I was owed, they also allowed me to keep the extra Bay points and gift card I was given in error. I am happy to say that I will, once again, be a customer of the Bay.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB, On Jan. 2, 2022, I purchased one coat for $298.00, but was charged for two of the same coat for a total of $625.80. I tried to cancel one coat on the same day (Jan2) and was told it was too late, 'already processed', and I received an email saying the coats were shipped on Jan. 2. Neither coat has arrived. I have emailed, chatted live and spoken on the phone to representatives to no avail. I have all the original emails and screen shots of chats. I paid over $600 for items never received and tried every option available to me at this point to get a refund from The Bay, and have turned to you for assistance. Much appreciated, *****************************

  Business response

  31/03/2022

  Business Response /* (1000, 5, 2022/02/22) */ Hello, We have reviewed the customers 2 orders ********** & ********** and both of them are MIA with ******** tracking numbers ************ & ************ since 01/03/2022. I have returned and refunded both orders to get her the refunds as quickly as possible. The refunds are $312.90 & $312.90. The customer will receive an email that the orders have been received and refunded, that is just how I processed the refunds for the orders. We sincerely apologize for this unfortunate experience and all the frustration this has caused you. Kind regards, Consumer Response /* (3000, 11, 2022/03/15) */ We have already taken this action more than once to no avail. The Bay still owes us over $600 for items not received. Business Response /* (4000, 13, 2022/03/15) */ Hello, We have refunded this customer for both orders in the amount of $312.90 for a full refund of $625.80. I checked the customers card used on the order and both refunds have been completed and accepted on 02/22/2022. Refunds: Cr **************** 2022-02-22 **** *** **** -312.90 Cr **************** 2022-02-22 **** *** **** -312.90 The refunds may have not shown on her account for 3 to 7 business days after accepted and sent to the customers bank. If the customer is not seeing the refunds, we advise her to check with her bank directly as we refunded the orders to her card used on the order. Regards,

• Initial Complaint

  03/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order on November 25, 2021. On November 26th I received an email stating it had been shipped. After almost a week I saw that the shipment had not made any progress (courier, ********, had no record of receiving the shipment yet) so I inquired on the status of the order. I received a response on December 3, 2021 *************** that indicated they would look into it and let me know - and advised that if I had not received the order in 3 - 10 business days (their standard shipping time) I would receive a refund. I have replied to this email a few times, and have attempted to contact them through other channels and I have not been able to get the refund (or a response to my email!) I am owed as the shipment still has not arrived. At this point, I want a full refund on the order (as nothing has arrived) to my credit card - as the items did not arrive before Christmas I had to repurchase elsewhere (there was no stock at The Bay) to have them for Christmas.

  Business response

  11/05/2022

  Business Response /* (1000, 5, 2022/01/06) */ Hello, We have reviewed the order ********** and see it was delivered on 12/29/2021 and the order is currently in transit back to us. As soon as we receive it back the refund will be issues. We cannot apologize enough for this experience and the frustration it caused. We have issued the customer a Hudson's Bay E Gift Card for this situation. Regards, Consumer Response /* (3000, 12, 2022/04/01) */ I was assured by The Bay ******** team that my refund would be issued in the method of payment - I used a gift card AND my ****. No refund has been issued to my ****. I did receive a gift card in the mail, but the refund has not appeared on my **** as promised. It's been months - I was advised the **** refund could take a billing cycle to appear, it's been longer than that and still no refund. Business Response /* (4000, 14, 2022/04/04) */ Hello, We reviewed this customers order ********** and the refund on it. The customer did receive a gift card for $58.42 for a full refund, the gift card has been used and only has a balance of $2.78 on it. As the customer used the gift card the refund for $8.42 back to the credit card was denied. As a goodwill gesture, one time courtesy, we have had the customers **** used on the order refunded in the amount of $13.22 and it will reflect on the account within 3 to 7 business days. 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. ↩