Complaints

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

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• 

  Hudson's Bay Company

  401 Bay St Toronto, ON M5H 2Y4

• 

  Hudson's Bay Company

  2525 - 36 Street NE Calgary, AB T1Y 5T4

• 

  The Bay

  6060 Minoru Blvd Richmond, BC V6Y 2V7

• 

  The Bay

  650 W 41 Ave Vancouver, BC V5Z 2M9

• 

  The Bay

  9855 Austin Ave Burnaby, BC V3J 1N4

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:25/04/2023

  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.

  I ordered two sweatshirts for Christmas for a family member, unfortunately the sweatshirts (very nice and good quality) did not fit who I purchased them for. *** ************* ******* *** **** ** ******** ********* I’ve communicated with multiple employees. One telling me the refund would be in my account within 7-10 business days, that was never received so I reached out again and was assured the refund would be processed, more time passed and nothing. I reached out again and was told it was resolved, got a gift card in the mail when I requested a refund, was told the gift card was deactivated and refund would be received shortly after, this never happened so I reached out again and then was told that I wasn’t eligible for a refund and it has to be a gift card….. the gift card I received was deactivated and I have received nothing for the sweatshirts that were already sent back. I’ve spent over $60 on sweatshirts that I returned and have received $0 reimbursement. * ** ********* ************ ** * **** ****** ******* **** *** *** ** ****** ** *** ***** * **** ***** ***** **** **** ****** Still NO resolution and I am out over $60.

  Business Response

  Date: 26/04/2023

  Hello,

  We have reviewed this customers order ********** and sincerely apologize for all the confusion this has caused.

  Our Holiday Return Period for the 2022 Holiday Season was from 10/14/2022 to 01/11/2023 could be returned up to 90 days from the date purchased no matter how the order was paid for.

  The customers order was placed on 10/19/2022 and needed to be returned & received by 01/19/2023 to receive the refund on her credit card which is why she was issued a gift card for the refund.

  I have reissued the refund gift card(as an E gift card) and sent it to the customer at *********************

  We sincerely apologize for the misinformation, disappointment and frustration this has caused our customer.

  Regards,

   

• Initial Complaint

  Date:13/04/2023

  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.

  Purchased Item Feb 28th. Charge for on line item was promptly charged and POSTED to the credit card. Item did not ship for 10 days, despite my repeated efforts to get it shipped. Item was finally received and returned as it was received to late to be useful The Bay said i would get my money back, the item has been returned and received by them. I have an email saying i will be reimbursed...however..i have not been reimbursed my initial amount. i have emailed them asking for the date they issued the return, the amount, and the card number...they have not replied. I am asking the BBB ask The Bay to refund me the money i paid for the item i returned to them.
  
  thank you,
  *****

  Business Response

  Date: 14/04/2023

  Hello,

  We have reviewed this customers order ********** and apologize for the delay in receiving it. We verified the refund for the returned order was processed to the customers card ending in **** on April 4th in the amount of $80.65 - we advise the customer to check her account.

  The refund is minus the $12.00 return shipping fee that is a standard charge on items returned via mail.

  We apologize for the confusion and inconvenience this caused.

  Regards,

   

  Customer Answer

  Date: 14/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no refund has been received. Possibly they could send me some kind of proof that I can use to follow up with the bank.  Transaction number, verification number? Something more than a date. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 24/04/2023

  Hello,

  As previoulsy advised the customer was refunded on April 4th in the amount of $80.85 that is minus the $12.00 return fee. Below is the charge for the order and the refund.

  Cr ***xxxxxxxxx**** 2023-02-27 **** *** **** 92.65  -Charge
  
  Cr ***xxxxxxxxx**** 2023-04-04 **** *** **** -80.65 - Refund 

  We advise the customer to check her statements and with her financial institution directly as we have refunded the customer for the returned order.

  Regards,

• Initial Complaint

  Date:28/03/2023

  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.

  Online order placed December 30, 2022, was delivered with three items missing. The box was intact and well-sealed with no evidence of tampering. I contacted Hudson's Bay Online on January 17, 2023, to report the missing items (three king-sized sheets were missing from an order of four king-sized sheets and six sets of pillow cases). I was told that the missing items would be refunded and that I should order replacement items, which I did. To this date, no refund has been issued for the missing items. I have called The Bay customer service line three times (January 17, February 13 and March 27) to try to sort this out without success. It is possible that The Bay customer service was assuming that no package arrived as they stated they had to confirm delivery with the delivery service, however, as I stated a package DID arrive intact but with items missing.
  Furthermore, I was billed a higher amount for the replacement items. Details as follows:
  Ordered December 30, 2022: FOUR king-sized sheets (two flat, two fitted), four sets of regular pillow cases, two sets of king pillow cases
  Delivered January 17, 2023: ONE king-sized flat sheet, six in total sets of pillow cases
  Missing: One king-sized flat sheet, two king-sized fitted sheets
  Original billing amount for sheets: $117 each
  Billing for replacement sheets: 2 at $124 and 1 at $156
  I want a refund for the missing three sheets and a billing adjustment for the replacement three sheets.

  Business Response

  Date: 28/03/2023

  Hello,

  We have reviewed this customers orders *********** ********** * ********** and have had all refunds completed that were not already done.

  We have refunded the customer in full for the 3 missing items in order **********, details below.

  Order: **********
  CC: ****
  Refund transaction # and amounts
  **** *** **** 03/28/2023  $131.04
  **** *** **** 03/28/2023  $262.08 
  Total refund issued: $393.12

  Please allow 5 to 10 business days for the credit to reflect on your account depending on your financial institution.

  Orders ********** & ********** were both price adjusted on 01/17/2023 to the prices on the original order. Refunds were issued on 01/17/2023:

  Order:**********
  CC: ****
  Refund transaction # and amounts
  **** **** *** 01/17/2023  $10.69
  **** **** *** 01/17/2023  $8.74
  Total refund issued: $19.43
  
  Order:**********
  CC: ****
  Refund amount:$43.68
  Refund transaction: 1948 1559 902 01/17/2023

  We advise the customer to check his account as the price adjustments were done the same day the orders were placed to give him the correct pricing.

  We apologize for this unfortunate, frustrating and disappointing experience.

  Kind Regards,

   

  Customer Answer

  Date: 28/03/2023

  
  
  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:24/03/2023

  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 ordered a pair of **** sweatpants total $58.86. I made the order Dec 30, 2022 (order #**********). I received an email that the item was "undeliverable." On January 5th I was assured a full refund would be provided at the "next billing cycle". I reordered the item (#**********) and received it. But I have never received a refund for the original item. I contacted customer service and made a case (# ********): was assured I would receive the refund in the next billing cycle. It never came. I contacted them again today (March 20th, 2023) and the only thing they can do is make a new case # (********) and internally escalate the concern. There is no way for me speak to anyone else. All they can say is that they can see the package was "undeliverable" and they don't know why the refund will not be issued. I would like $58.86 refunded from the Bay for an item that I never received.

  Customer Answer

  Date: 27/03/2023

  My complaint: ******** has been resolved. Refund provided. Thank you!

• Initial Complaint

  Date:23/03/2023

  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.

  On March 5, 2022 I bought 4 CT. ***. Green Amethyst and Diamond Sterling Silver Halo Ring on the Bay website.
  I found that green amethyst color and transparency have changed in four months. The stone lost its brightness and it became opaque (******* ********). Stone cleaning did not help.
  I bought a matching necklace from The Bay on same day, with same green amethyst stone. The stone on the necklace keeps its quality without any changes (********** ******* ********).
  I went to The Bay Jewelry Department located in ***** ****** ****, Newmarket ON to return defective ring. Unfortunately, the manager of the department refused to acknowledge the problem with the product. I was denied on the product replacement, repair or money reimbursement.
  The manager did not take responsibility for the product sold by The Bay and advised me to find a jewelry supplier to discuss the issue with them.
  As a next step, I submitted my complaint to HBC Customer Service online. Their response was formal and disappointing: they mixed me up with other client and replied about broken dinnerware set. So, HBC Customer Service denied the complaint without even looking into it (*** ***** ********).

  Customer Answer

  Date: 24/03/2023

  Dear Sir/Madam,
  

  Just for clarification, it was a typo.  The year was 2022.

  Thank you.
  

  Business Response

  Date: 29/03/2023

  Hello,

  We have reviewed this customers complaint, ordrer and order history. The order ********** for the ring is over a year old (placed on 03/05/2033), the customer did reach out to customer service on 01/29/2023 (we apologize the customer received an email meant for another customer -this has been coached) however, the item was still way past the return policy for jewelry which I have noted below for the customer.

  "Jewellery and home electronics may only be returned within up to 30 days after purchase and become final sale after this time period."

  The customer has not ordered anything with Hudson's Bay since the order for the ring and the one for the necklace, only 1 other order was located which was returned.

  Strictly as a one time goodwill gesture we will issue the customer a Hudson's Bay E Gift Card for $192.10 which is how much they paid for the ring.

  We apologize for the frustration this has caused.

  Regards,

   

  Customer Answer

  Date: 29/03/2023

  
  
  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,
  
  
  
  ******* ******

  Customer Answer

  Date: 19/04/2023

  Dear Sir/Madam, Complaint ID: ******** was closed because I accepted business proposal to send me gift card as a compensation for defective product. However I did not receive the card. Could you reopen the case please? Thank you. ******* ******

  Business Response

  Date: 02/05/2023

  Hello,

  We did email this customer the refund e gift card in the amount of $192.10 on 03/29/2023 to their email address of ********@*****.com. I am resending the link to the customer to their email address, we advise them to check their spam / junk folders in case their email routes it to those folders.

  Regards,

   

  Customer Answer

  Date: 18/05/2023

  
  
  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:10/03/2023

  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.

  Hi there, I waited a few months for the delivery of a ***** ***** ****** sofa and chair. The frame of both the sofa and chair were damaged, with many chips and scratches. More noticeably, the chair arrived with two right arm cushions and no left cushion. (right hand when facing the front of the chair.) After spending nearly $5000 on this set, I would expect some quality assurance from the retailers and manufacturers. **** ************* ** *** *** ****** hopefully this can be rectified as soon as possible.
  *** **** ********* ***** **********

  Business Response

  Date: 14/03/2023

  Hello *** *******,
  
  We are sorry to hear that your delivered items presented damage. This is not the experience we would like to provide, we do apologize for any inconvenience it may have caused. You have been approved for an exchange and both orders #*******************. Kindly contact our Customer Care department by phone ** ************** to have your exchange created, *** *******. We have representatives available to assist you Monday to Saturday from 8:00 AM to 11:59 PM and Sunday from 10:00 AM to 10:00 PM, Eastern Standard Time.
  
  Thank you for choosing Hudson's Bay.

  
  Sincerely,

  The Bay

• Initial Complaint

  Date:01/03/2023

  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.

  *** ******* ** * *****
  i returned my order in september of 2022. I called several times since i got no refund for my order. I finally had an agent issue a refund, and after al that time they messed up the refund. Rather than issuing a full refund for boht my items, they refunded one item and tax for the total order, and somehow did not issue the refund for one item. So im missing $799.99 for my return. This was issued in september. I have called over 7 times since, and have gotten no refund!! **** ******* ** * **** *** ** ** *** ******** ******** I spoke to an agent on the phone *** **** ** ******* and he promised me that in 48 hours i would get an update, and ** ****** I got no update. This has been an issue for the past 5 months. **** ***** ** **** ****** ** ******** *** ***** ** **********

  Business Response

  Date: 13/03/2023

  Hello,

  We reviewed this customers order and the missing refund was issued to the customers ****** account on March 2nd.

  We apologize for delay and frustration this caused.

  Regards,

  ***

• Initial Complaint

  Date:19/01/2023

  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.

  Purchased a bed frame online (around Dec 28-29 2022 could be wrong about the date). I placed the order the website refreshed stating that the order did not go through. I rechecked all my information to ensure it was correct, and retried to place the order. The same thing happened. Afterwards my spouse and I checked the credit card statement and saw two separate charges on the credit card. Keep in mind no email containing any order information. I called customer service was then told you cannot place an order for this product online (why is this no stated on the website under the product ?) they then patched me through to somebody who offered me a discount and wanted to place another order on the card. As this is technically my spouses credit card I stated I need to speak to him first as they had over $700 on hold already. She provided me with a case code ********** and said I could call back. My husband called back the next day to order and spoke to another representative. He went to places the order and unsuccessfully put an extra three holds on my husbands card. ($2000 now being held for no reason and no order placed.) that representative stated the discount provided by the previous representative was no valid, offered a 20% off discount and escalated the issue higher stating someone who be in touch within 24 hours. It is now weeks after the fact and There has been no contact from the bay and no attempt for any type of resolution to the major inconvenience they caused for my husband and I who waited over two weeks to purchased a bed frame and had over $2000 held on our credit card for 7 business days for absolutely no reason. **** ** *** ********* ******** ******* *** ****

  Business Response

  Date: 27/01/2023

  Hello,

  We have reviewed this complaint and sincerely apologize the order the customer was attempting to place would not process & for the holds that were put on their card when attempting to place the order.

  Unfortunately, we have no way of knowing why the customers order would not pocess. When a customes attempts to place an order our system automatically puts on hold on the customers card, this hold is automatically dropped after 7 business days if the order has not shipped, in this case the order did not process. 

  We know how frustrating this can be and we apologize for all the frustration this has caused. As a token of our sincerest apologies for this unfortunate experience we have issued the customer a Hudson's Bay E Gift Card to email address ************************** and they will receive it shortly. Please know the e gift card can be used online or instore and does not expire.

  We appreciate the customers patience in this matter and for shopping with us.

  Regards,

   

   

• Initial Complaint

  Date:18/01/2023

  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.

  ********** ********** *** ************* ******* **** **** * **** ***** ***** **** *** ******** **** Purchased a pair of shoes on December 24th, 2022, order number **********. However I tried to get in contact with the seller which was from the Marketplace about making changes to my order with absolutely no communication. **** ********** how the Bay continues to allow Marketplace sellers to conduct business on their platform who do not communicate. Anyways I received the order and of course, had to mail the shoes back for a refund because purchases made with marketplace sellers cannot be returned in store at the bay. I had to call the customer service line at the bay multiple times for the marketplace seller to FINALLY email me with a shipping label. It’s been over a week since my shoes were returned with a signed delivery slip by the marketplace seller and I still haven’t received my refund! The customer service agents at the bay keep relaying the same old lines about how they’ll escalate this case for the seller to respond to me and to contact them in forty-eight hours if I haven’t heard anything. Well now it’s gotten to the point where I still haven’t heard anything* *** ******* **** ********** *** ********** ********* ***** **** ******** **** *** *** ******

  Business Response

  Date: 18/01/2023

  Hello,

  We have reviewed this complaint and apologize for the delay in being refunded.

  The seller sent the refund today (01/18/2023) for $146.98 for returned order **********. Please know this was refunded to the ********* account the customer used to place the order and they are the ones that receive the refund from us and then they refund the customers actual card as we have no access to it.

  ********* can take up to 30 days to process the refund to the customers cards. Any payments made on the ********* account will be refunded once ********* completes the refund process.

  We apologize for all the frustration and disappointment this has caused the customer.

  Regards,

   

• Initial Complaint

  Date:04/01/2023

  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.

  On July 23, 2022, I ordered a sofa from the Bay at St. Laurent. It was supposed to be delivered July 29, 2022. Unfortunately, the first delivery did not come with legs at all so we rejected it upon delivery. The second time the sofa was delivered it appeared all the parts were there when delivered. I was away on a trip so my partner had to accept the sofa and couldn't put it together when she was alone. When I returned, we attempted to assemble it but discovered it was missing a leg that the delivery people did not show us. We called the Bay and they told us was past the return window by 1 day and we would have to go through customer service repair. We have been in contact with the Bay customer service every single month (5 months of calling) waiting for the replacement part. They have told us there is nothing they can do about it since they are waiting on the manufacturer and cannot let us know when this sofa will be repaired. We have sent emails of proof of this issue. Over these past 5 months, the Bay has never followed up and has said there is nothing more than can do other than send email follow-ups to *******. I have not been in contact with ******* myself as I must go through the Bay customer service. ** *** **** * ********* ** ****** ** *** **** ******* ********* I have called the Bay on July 28th, July 30th, August 10th, August 11th, August 18th, September 1st, September 2nd, October 21st, November 26th, December 3rd and so far December 28th. This has resulted in over 4 hour of calls in addition to sending emails of proof. There is no resolutions that they can do for us at this time other than sending follow up emails to *******. In a time with skyrocketing inflation, after buying our first home, we really just wanted a sofa. ** ******* ** *** *** *** ** **** ***** ** ** ********** *** ** **** ******** At this point we want this sofa repaired (we just need a replacement leg) and we want reimbursement for this sofa. * **** ******** *** ******* ***** *****

  Business Response

  Date: 05/01/2023

  Hello *** *****,

  We are sorry for the timeframe on the resolution of your case from order #*********. This is not the experience we want to provide for you.
  Your order is on behalf of the manufacturer resolution and the legs will be shipped by them directly to you. *** *****, we can discuss compensation as you request after delivery is completed. As soon as you receive the shipment, please do not hesitate to contact our Customer Care Department by phone ** **************. We have representatives available to assist you Monday to Saturday from 8:00 A.M. to 11:59 P.M. and Sunday from 10:00 A.M. to 10:00 P.M. Eastern Standard Time.
  
  Thank you for choosing Hudson's Bay.

  Sincerely,

  THE BAY