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:07/07/2023
Type:Sales and Advertising 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.
Purchased patio set from the Hudsons bay company (The Bay) by calling them.
Was purchased on July 2nd. On July 7th notice the price dropped on their website by an additional 25%. They have a 7 day price adjustment that if anything drops in price they will adjust the price within 7 days. Called on the 7th to take advantage of this.
Called and they only adjusted price by 10%. And not 25%. The website clearly says 75% off. And we originally got 50%.
We want the full 25% off
Business Response
Date: 19/07/2023
Hello,
Below is our price adjustment policy for the customer and BBB to review.
Price Adjustments & Exchanges
Price adjustments will be made within 7 days of purchase, as long as the original receipt is provided and the items weren't purchased on clearance. Clearance merchandise or items sold by Marketplace Sellers are not eligible for price adjustments. If merchandise is returned with an enclosed gift receipt, a refund will be issued on a Hudson’s Bay gift card.
The items purchased are on clearance and are not eligible for any further discounts.
We apologize for the inconvenience this may cause.
Regards,
Initial Complaint
Date:12/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Bay Online Order #********** - I returned all 3 items using the online portal and obtained a QR code to drop off to the store. I dropped off all 3 items to the ******** **** store on Monday June 5, 2023 at 1:00pm. The total of the order is $186.87. On June 5, I received the following credits to my **** card, -62.99 and -7.64, and a further gift card was mailed to me in the amount of -53.25. The total of these 3 credited back to me is -123.88 I am still missing 62.99. I spoke to customer service on the phone twice on June 8 who both told me to call my bank. I have spoken to two more reps from my bank who redirected me back to the merchant. I believe the Bay made this mistake (missing a digit when keying in the return amount, it should be 70.64 and not 7.64 credited back to me). I would like my refund back of 62.99 outstanding.
Business Response
Date: 15/06/2023
Hello,
We have reviewed this customers order ********** and sincerely apologize for the initial error of receiving a refund of $7.74 instead of the $70.63.
The refund has been corrected and completed as shown below:
CR **************** ********** **** *** **** -62.99

CR **************** ********** **** *** **** -7.64
CR **************** ********** **** *** **** -62.99 - this is the missing amount $62.99 + $7.64 = $70.63

Plus the $53.25gift card as she used a gift card on the order for that amount.

The total refund is: $186.87
Please allow 3 to 7 business days for the remaining $62.99 to reflect on your account.
We apologize for the confusion and all the disappointment this has caused you.
Regards.
Customer Answer
Date: 16/06/2023

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:01/06/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered two polo shirts and one was not in the box so I promptly called up their customer service. It has been over a month and I've been patiently waiting without any response.

Order **********
Business Response
Date: 01/06/2023
Hello,
I have started the refund for the missing item in order **********. The customer will receive an email stating we received her return, please ignore that as that was me starting the refund.
Please allow 5 to 10 business days for the credit to reflect on your account depending on your financial institution.
We apologize for the inconvenience.
Regards,
Initial Complaint
Date:30/05/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a king-size mattress from the bay on April 18, 2023 for $2033.89 including tax. The mattress delivery date was supposed to be May 18th. I was contacted on the 17th letting me know the mattress would be delivered the next day. I stayed home waiting for it and it never arrived. I subsequently made several phone calls and kept being told I’d get a response between 24-48 hours. I still haven’t heard anything at all. No one seems to know where my mattress is. The salesman doesn’t return my calls. I hope you can help me get my mattress.
Business Response
Date: 31/05/2023
Hello Ms. ****,

We do apologize for the missing delivery on your order #*********. Your delivery date for the mattress is scheduled for tomorrow, June 1st.

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-************. 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.

Sincerely,
Hudson's Bay
Customer Answer
Date: 01/06/2023
Hello, ********. Thank you for your response regarding my missing order. You said it would arrive June 1st. When I spoke to delivery, I was told it was not arriving then. Can you please confirm that it is definitely arriving June 1st?Thank you.*** ****
Business Response
Date: 01/06/2023
Hello,
We confirmed delivery today, for June 1st. We received confirmation that the delivery was completed at the customer's address also at 11:18 am.
Sincerely,
Hudson's Bay
Customer Answer
Date: 08/06/2023

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 will never order anything from The Bay again. Their responses were uncaring. The salesman who sold me this expensive mattress did not reply to the 3 messages I left him. The delivery company was confused and **** to me several times about getting back to me. The delivery guys had no knowledge about the fact they were supposed to pick up my old mattress, although they did agree to take it. They forgot about the mattress pad for me, and I had to run after them for it. The whole situation was frustrating.. This is a company that needs to get its act together. I don’t know how they stay in business.

Sincerely,

*** ****
Initial Complaint
Date:30/05/2023
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.
**********
Item name: Lace Overlay Girl Dress In Blush
Item status: New
Item price: $215.00
Quantity: 1
I ordered a dress from the Bay from the *** ******* company (*** is on the Bay Marketplace), and I was not satisfied with the delivery time. The dress came after my daughter's birthday. I refunded it by bringing it to The Bay store with a QR code, and in a very short time I received an e***l from *** Company saying that they would return the dress as it was in unsuitable condition. But I never received the dress thereafter, either because they sent it to the wrong location or because I am afraid they never sent it as it was a very short period of time. Even on the Bay website, it still shows the return is in transit. It has been three months since they did not refund me, and they claim they sent it to my address. Interestingly, they insist that they sent it to the same person, even though the signature they show is not either mine or my husband's. At this point, I do not have any proof that I can show I did not receive it. At first, they said there was a hair on it, and the tag was removed, but I do not have the dress to confirm any of those. I am really disappointed. I contacted them and The Bay too many times, but no one took responsibility, and it is an expensive dress. I want you to work on my case, and I hope I can get my money back from you. I already filed a complaint against the *** ******* company too because each of these two companies has referred me to another without giving me any solution. Last time I asked The Bay Company to transfer me to their manager, a Filipino guy spoke to me over the phone, telling me he could not transfer me and that I needed to send my daughters' photo to him so he could see the colour of the hair! When I refused, he said that in any case, the *** company had closed the case and we couldn't refund it. I told him if that was the case, why had he asked me to send my daughter's picture? irrational and unsatisfying response.
Business Response
Date: 30/05/2023
Hello,
We have reviewed this complaint, the order and the investigations that have take place.
The customer placed their order on Monday Mar. 13,2023 it was delivered onThur Mar. 16th, 2023 and then the customer returned it in store on Mar. 26, 2023. When the customer placed the order they agreed to the Marketplace sellers terms and conditions.
The seller received the return with signs of visible wear - the dress was stained, had traces of hair and the tags were reattached with a security pin - the seller secures all of their tags with plastic snaps which the customer had removed.
The seller did send the dress back to the customer with ********* tracking number ************ and it was successfully returned to the customer and received on 04/04/2023.
This item will not be refunded as it was worn as determined by all invesitgations completed on the issue.
Regards,
Customer Answer
Date: 30/05/2023
Complaint: ********

I am rejecting this response because:
The way they talked each time was totally different. They never mentioned that it was stained. First, they told me that the tag was removed when I told them that I brought the dress in the original packaging to the Bay to return, and probably inside the store someone removed it. They responded to me late that there was a hair (although the dress was returned by *** already), and now I can see they added that there was a stained one! I already spoke to the ******** agent today, and she said it can happen that they send the dress to the wrong address (** ************ instead of ******* ******). The way the company deals with the case and its contradictions each time they talk to me is really unacceptable. In the last conversation I had with them, they said we sent the dress, but it is against the policy, which means even though they did not send it correctly, they don’t care. I mean, first they wanted to say that the dress was in unacceptable condition by giving inconsistent reviews, and then at the end they said we were not supposed to send the dress back (although on the website there is a return policy). I want them to accept their responsibility after three months pretext and excuse them.
Sincerely,

*** *******
Business Response
Date: 08/06/2023
Hello,
We apologize for the frustation, however, the order will not be refunded as the customer has been advised several times.
Regards,
Initial Complaint
Date:26/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on Hudson Bay March 31 (order number **********). This included a ******* Area Rug from ** **** **** seller. The rug was delivered on April 13 and was not as displayed on the website, the colours were not similar. I printed a return label for $12.99 from the seller for the rug and dropped off at a ****** **** on April 18 (****** **** tracking number ****************). As of today (May 23) the tracking information states that the package remains in transit with ****** **** and I have yet to receive my return for $259.89.

I emailed Hudson Bay on May 11 (case ********) and stated I had not received my return of $259.89. I was told by a Hudson Bay representative that “In these situation where the item is stuck in transit for over seven business days, we have to assume the package is lost. We apologize for the inconvenience.” The seller (** **** ****) then followed up in email on May 11 and answered ‘We have not received the item yet. As a shipper, you need to contact ****** **** with that tracking number to locate the package. As soon as we receive the product we will issue your refund from our end. Thank you for your understanding. Have a great day.” I have contacted ****** **** and they cannot provide me any more information than the package is in transit and cannot “locate” the package for me. I followed up with both Hudson Bay and ** ***** **** on May 17 and have yet to receive a reply or a refund. I think this is utterly disgusting that I as a customer am out $259.89 over a large company who didn’t receive an item that clearly I have mailed back. How is a customer now responsible for ****** **** shipping? I am requesting my refund in full immediately as i do not have the item and a customer am not responsible for ****** ****.
Business Response
Date: 30/05/2023
Hello,
We have reviewed the customers order ********** and as the return is lost in transit the refund was pushed through today for $247.89.
Please allow 5 to 10 business days for the credit to reflect in the account.
We apologize for this unfortunate experience.
Regards,

Customer Answer
Date: 05/06/2023

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:23/05/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was supposed to receive $50 in bonus points for an order of $250 or more that I placed on April 30. The order number in question is **********.

I only received $1.26 worth of points.

I wrote in but did not receive a response.

I then tried to call but ended up reaching an unhelpful offshore call center that kept transferring me to different departments who could not help.
Business Response
Date: 24/05/2023
Hello,
We have reviewed this customers order ********** and we verified it did qualify for the $50 in Rewards points. We have applied the points to his Rewards account and the points are available to be used at anytime.
For any future questions about his Rewards account we recommend they contact our Rewards department directly at ************.
Regards,
Customer Answer
Date: 24/05/2023

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.
I can confirm that the $50 in points has been applied.

Sincerely,

**** ******
Initial Complaint
Date:16/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a duvet set from The Bay, and it arrived damaged. I attempted to contact The Bay Customer Services multiple times, and they have deflected my requests for replacement (including claiming this under warranty). This is an abuse of power by selling damaged products and receiving no consequence.
Business Response
Date: 22/05/2023
Hello,
We have reviewed this customers complaint and her order **********. The customer states she received it damaged, however, she purchased the item on 01/15/2023 and never contacted Customer Service about it until May 2nd which is 3 months past the return time frame, duvet's do not have warranties on them.
If she had contacted us immediately if it was defective when received, she could have returned it for a full refund, as she did not do that, that item is not returnable or refundable.
As a one time goodwill gesture only, we have issued the customer an e gift card for the amount of the duvet for $142.20.
Please not, anytime an item received defective it needs to be reported immediately so the customer can return and get a refund. If this happens in the future, the customer will not receive a refund or replacement of any type.
Regards,

Customer Answer
Date: 25/05/2023

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. Thank you so much for your assistance and kindness, I appreciate you.

Cordially,

***** ***
Initial Complaint
Date:15/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a gray color sofa at the Bay. The delivery was made on April 22, 2023.
Immediately after the delivery men left I realized that the color of the sofa was brown. Immediately I called customer service and begged her for the delivery men take them make back because they were not far far away. That's not their policy and it will take 3dys for approval to pick it up. I went so far to tell that I had gotten rid of all my furnitures and was sleeping on my sofa that was moved out at the same time the Bay was delivering. Following day I received an email requesting a picture of the sofa that was delivered. I sent it. 4days later no response. I visited the store and the salesman promised to get back to me NO RESPONSE. I called the customer service department numerous times and sometimes asked the same questions over and over again always with the promise to get back to me yet no response from anyone.
I explained to the last rep I spoke to that I needed a sofa to entertain my mother o mother's day. Once again she promised to get back to me. She then sarcastically wished me happy mother's day. It's been 5days since that conversation. No response.
I certainly will not be able to have a happy day thanks to her and Hudson Bay. My son and I will be fine but it hurts me about not being able to honor my ailing mom. I pray that this will not be the last mother's day that I'll have with her.
When I went to the Bay I saw the sofa and paid in full for a gray color. I received a brown color and upon inquiring I was told that they were sold out of the gray color and decided to send me the brown color instead. No one asked me if I would be ok with the brown color substitute. My newly renovated apartment including my freshly painted walls and new blinds would never match with a brown color sofa.
Business Response
Date: 17/05/2023
Hello Ms. ********,

We would like to apologize for any improper service in regard to order #********** This is not the experience we would like to provide for our customers, and we will take measures to review our process and in your case so that this does not happen again.

Your return order #********* is scheduled for May 24th. You will be contacted within 10 days after the refund regarding the store location where you wish to pick up your refund. The store will contact you to make arrangements for a refund, Ms. ********.

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-************. 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.
Sincerely,
Hudson’s Bay
Customer Answer
Date: 23/05/2023

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:12/05/2023
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 #- **********

Ordered 2 item on April 16, one of the items received damaged (the after shave balm), the product mouth was open and leaking. I contacted customer service, provided photos and they said to send back in same condition and provided me with a return label. I returned the item and today I got an email saying they issued me a refund via gift card for $22.76. This amount is incorrect as I paid $33.76 for the item. I was also supposed to get a refund in original form of payment but fine I'll deal with the gift card but at least return how much I paid for it. I don't understand where did the $10 fly off when I'm the one who had to deal with the inconvenience of the damaged item and returning it.
Business Response
Date: 22/05/2023
Hello,
We have reviewed this customers order and complaint. The customer original paid $32.76 for the returned item, they were issued a refund gift card in the amount of $22.67 and our customer service issued the customer an E gift card for $10 on May 11th to give the customer the complete refund for the item.
We do apologize it was refunded via gift card, unfortuantely, we cannot remove the fund from the gift card and refund his debit card.
I have sent him an egc as appeasement for this issue to *************@*****.com.
Regards,

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Hudson's Bay Company is NOT a BBB Accredited Business.