Business Profile

Department Stores

Hudson's Bay Company

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

423 total complaints in the last 3 years.
86 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/04/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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.
Hi team,
I wanted to complaint against Hudson Bay for not redeeming my gift card worth $150. I have been trying to resolve this matter with their customer service team but got no solution. Therefore, reaching out to you for helping me get my refund for $150.
Being a company’s customer from so many years, I haven’t received any email or sms of discontinuation of the gift.
I want your help to get my refund for $150 gift cards which I can’t redeem now due to the discontinuation.
Initial Complaint
Date:07/04/2025
Type:Delivery Issues
Status:
UnansweredMore 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.
Hello,

I purchased a gift from your Hudson Bay online store, I asked for a signature upon delivery and the courier take the package back, in case no one was home. I called the courier and they told me that they just left the package at the front porch.
I have contacted Hudson Bay customer service many times and they refuse to discuss the matter instead they closed the. I have filed a police report as instructed by one of their agent but that's all the police can do. I hope you can assist on this matter.

Thanks,
Initial Complaint
Date:16/03/2025
Type:Product Issues
Status:
UnansweredMore 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.
Duplicate orders were placed on March 16th for two pairs of boots, both for $155.38. When trying to cancel the order, the Bay was unable to do so claiming that I only have 20mins to cancel the order from shipping. Since the transaction was completed outside of their operating hours, an email was sent immediately, however, it was not actioned in time. As a result, the Bay says they will see what they can do, however, I was informed if they do send both pairs, there is nothing I can do as they were deemed "final sale".

Very disappointing that they could not action this, as the products would not even be shipped until Monday and was trying to prevent this on the Sunday.
Initial Complaint
Date:09/12/2024
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.
This complaint is regarding the online Hudson's Bay store, *** *** ** ******.
On Tue, Dec 3, I made an online order #********** and used up 53$ worth of Hudson's Bay points. My order got cancelled due to a glitch (according to the customer service person I talked) and I no longer have my points in time to use during the current sale. I tried to contact the customer service through phone and the website multiple times, however they never pick up the phone even if i wait the whole day in the queue. The only time I was able to get through, the agent **** to me about creating a ticket and emailing it to me, as I never got any email.

I would either like Hudson's Bay to send my order again, or give me a coupon worth 20% for the sale so I can rebuy the item.
Customer Answer
Date: 17/12/2024

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.

Sincerely,

****** ***********
Initial Complaint
Date:08/11/2024
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.
*** ********** ***** ** * ******** **** **** we purchased our ****** sofa/chaise from The Bay at St. Vital in March of 2019 from Indie (sales). As the sectional had a power recliner, it was key to purchase a warranty, which we reviewed with Indie to ensure it covered power issues. Shortly into 2020, during the COVID era, the power sectional stopped working and this is where it all began. *** ******* **** ********* Covid, not covered under warranty (we had to send pic of pamphlet to show it was), no parts, no repair people and the lists goes on. After a very long period of time (months and months), a repair person attends and says, he will need to order a new piece. More months pass and nothing: we contact The Bay and after several calls are told "it is not fixable, you will need a new sofa". They will make arrangements for exchange. (To condense the timeline in October of 2022, we were still dealing with the issue and The Bay now wanted pictures of the couch. ********Delays continue saying technician unable to contact us, parts not available, warranty expired etc - it hadn't-we purchased 5 year) After all the ******** delays, countless hours of emails/calls; we were told the exchange of the sofa would take place in April 2023. The Bay replaced the one piece of the sectional that had power, when they arrived and due to different dye lots, the two pieces, which attach did not match. I explained unacceptable, due to it being one piece of furniture. Back&forth process ensued with photos etc.. eventually the second piece arrived but now the power wasn't working on the replacement piece. They offered to exchange again, we said maybe we could pick alternate, but no samples in store, so opt for full refund of purchase/taxes. Roughly a year later - Sept 13th, 2024, they arrive to collect 2nd couch. Many calls/emails after they pick up, as they say cant refund as not at right warehouse etc., more pics, email saying **** refunded but Nov 8th: no couch/no refund.
Business Response
Date: 22/11/2024
Hello Better Business Bureau Team,
This email is in regards to complaint ********. Informed the customer that the refund for SKU ******** associated with order ********* was processed on November 21, 2024, and advised to allow 10-14 days for the amount to reflect on their card.
Additionally, advised the customer that the refund for SKU ******** associated with order ********* was processed on October 10, 2024, and to contact their credit card company if they notice any discrepancies.
Regards,
Sahil A
Customer Care Representative
Hudson's Bay
Initial Complaint
Date:05/07/2024
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.
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
Date: 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
Date:01/04/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date:19/03/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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
Date:22/02/2024
Type:Customer Service 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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:21/02/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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,

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