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Business Profile

Department Stores

Hudson's Bay Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

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

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Hudson's Bay Company has 70 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:23/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 returned some items after online purchase. The Bay team said that the refund was processed but it has been 9 months and refund amount has still not been deposited back to the account used for payment. We contacted the Bay several times and they said that it will get processed in next billing cycle. We checked with the bank and no refund was received.

      Amount paid - 171.86 CAD

      Business Response

      Date: 17/01/2023

      Hello,

      I have been working directly with this customer in regards to this case. And it has been sent to be refunded today with an alternative credit card.

      Thank you,

       

      Customer Answer

      Date: 18/01/2023



      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:23/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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 4 pairs of socks. They charged me for 4 pairs of socks but I only received 3 pairs. I informed customer service and they insisted I received my entire order. I did not. I clarified again and they ignored me. They owe me a refund of $13.56.

      Business Response

      Date: 10/01/2023

      Hello,

      We apologize for the missing pair of socks. Our review of the order shows the socks were shipped to you on 12/27/2022 and you should have received them by now.

      Just in case there were any issues with them, I have had you refunded for the ******** ****** WOOL WORK CREW SOCKS in the amount of $13.56, refund transaction number **** **** *** ********, back to card ending in ****.

      Please allow 3 to 7 business days for the credit to reflect on your account.

      Again, we apologize for the time and frustration this caused our customer.

      Regards,

       

       

    • Initial Complaint

      Date:20/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 made a purchase and 3 items were missing. They said they got lost in transit and that they would refund me for 3 but then only refunded me 2. Order **********. The missing items were one red and 2 blue ornaments. I purchased 2 red and received one of them. Because I received one red they are getting confused and thinking it's the missing one. I've spoken to so many people over something so simple. The missing amount is $5.20. **** ** *********** I make so many purchases from the bay and have never had an issue before.

      Business Response

      Date: 20/12/2022

      Hello,

      We have reviewed this customers order ********** and sincerely apologize for the 3 missing items. The refund was approved for the 3 items and we sincerely apologize only 2 were refunded.

      Unfortunately, as the customer has an open dispute with us for the $5.20 we are unable to process the refund and the customer will have to wait for the dispute to be settled.

      As a token of our sincere apology we have issued the customer a $25 Hudson's Bay E gift card to her email address and she will receive it shorly.

      We sincerely apologize for the inconvenience, time and frustration this has caused.

      Regards,

       

      Customer Answer

      Date: 20/12/2022



      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:19/12/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 some items from Hudson’s Bay November 26th, 2022 and also paid a shipping fee of $12.00. I received the box but there was only 1 of the 2 items that was listed on the receipt in the box and it said it was delivered. I quickly took a picture of the receipt and sent it in to costumer service so that they could rectify this. I got an email two days later saying they will look into it… one week after that they told me that they checked with their shipping facility and said that the items left the facility in the box but they understand why I’m frustrated and they are sorry.
      I emailed back and said I am in good standing and have never done anything like this before and I can assure them that it was not in the box. A few days later they sent the same message.

      Business Response

      Date: 20/12/2022

      Hello,

      We sincerely apologize the customer did not receive the ****** ***** boys boxer briefs in his order **********.

      We have issued the customer a refund for the brief's and the shipping charges. The total refund issued to the customers card ending in **** is $34.51 and the refund transaction number is **** **** *** ********.

      Please allow 3 to 7 business days for the credit to post to your account.

      Again, we sincerely apologize for this experience and all the inconvenience & frustration it has caused.

      Regards,

      Customer Answer

      Date: 20/12/2022



      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:14/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Case ******** . this complaint in regards to an order #********** I made in the end October. I received an item from the marketplace seller, **** *** and decided it needed to be returned. I followed the procedure for returning third party items. The item was received at warehouse on Nov 14th, tracking number
      ****************. After not hearing from **** *** for close to two weeks and no sign of confirming a refund, I called customer service at the bay. They advised they can contact the seller to reach out to me, after 48 hours the seller reached out and asked for a tracking number which I gave them via the bay portal. This was the last contact with the seller. I called the bay after a few days and they advised they have no update but the procedure is to get escalate by reaching the seller a second time. The agent said he would take care of it and even sent me an email saying he will follow up. Few days letter I sent an email to him requesting an update and even cc’d the customer care email but received no response. Now on to my third call with the bay, the agent said she will escalate the matter to the manager and I would receive a call from them. I waited a whole week, called a fourth time last Friday on Dec 9th and another lady said she will take care of it but no update at the time. I said I was told I’d be receiving a call from a manger and I received no response from the previous agent, she apologized and kept me on hold for a while to investigate. She came back and said she’ll look into it further and call me the week of Dec 12th. ** **** ***** * *** ****** *** *** ************ **** *** *** ** **** *** ***** ********  I said I need to speak to a manager. She transferred me to the supervisor, ******* who informed me she will escalate further to the marketplace department and call me on Dec 12th to provide an update for a refund. She also told me my case was closed, which the agent never told me. I was shocked as I have been calling in and requesting an update. She reopened it and I said you guys lied to me, she apologized. She called me this morning saying no update but can give a credit instead , I said I don’t have trust anymore and require a refund as well as I need to speak to manager but she said she will have the manager call me tomorrow. It’s been more than a month and this customer service team has not been helpful. I need help to receive a refund has they keep delaying and providing no updates. **** **** **** *** **** ** ********* ** * ******** *** * ** ******** ** *** *** **** **** ******* ***** *** *** ********* ** ******* ***** ***** ******* **** *** *** ******** ** ** ******* *** * **** ***** ******** ******** ******* ***** *** ***** ******** ** ***** *** ****** **** ** ** ***** ** *** **** *** **** **********

      Business Response

      Date: 19/12/2022

      Hello,

      We apologize for the delayed refund. The refund has been completed and issued on 12/13/2022 in the amount of $88.03 back to the **** card the customer used on the order **********.

      We have issued the customer a Hudson's Bay E Gift Card as our sincerest apologies for the delay in being refunded for the returned item.

      Regards,

       

      Customer Answer

      Date: 19/12/2022



      Complaint: ********



      I am rejecting this response because:

      I would like more of a sincere apology. Moreover, I have not received a response as to why the refund took too long, why an agent lied to me about the status of my case, no response from a manager when requested and if the phone calls have been reviewed to thoroughly understand the immense frustration I went through. 

      * **** **** *** ******** ** ********** *** ******** ***** * *** ******* *** *** *** ********* * ******* **** *** ****** ** *********** *** ****** *** *** *** ****** *** **** *** *** *** * ***** **** *** *** ** ******* * **** ****** ** **** ** *** * **** *******



      Sincerely,



      ******* ******

    • Initial Complaint

      Date:01/12/2022

      Type:Product Issues
      Status:
      Answered
      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’ve never received refunds for THREE SEPERATE online returns for 3 separate orders in the last year *** *** ******** ** ******* **** ******* ** * **** ****** ****** ****** ******** they just keep telling me to wait until the “refund is approved” it’s so difficult to get anything through. Also the $10 fee charged for online returns isn’t disclosed either. I NEED MY REFUND.

      Business Response

      Date: 05/12/2022

      Hello,

      We found the order ********** for the toddler clothing that was returned back to us on 02/09/2022.

      We did refund the customer for this order, we advise her to check her statement for February or March depending on when they deposited the the refunds.

      Below is are the original charges for the order and then the refunds for the 3 returned items. The charges were split as they shipped from separate locations.


      ** ** *************** ********** **** *** **** *****

      ** ** *************** ********** **** *** **** *****

      Total for the order: $65.26

      Refund:

      ** **************** ********** **** *** **** ******

      ** *****************  ********** **** *** **** ******

      Total refunded: $50.23

      The only remaining charge on this customers card for this order is for the hat that she did keep which is $15.03.

      We apologize for any confusion and frustration this has caused.

      Regards,

       

      Customer Answer

      Date: 05/12/2022



      Complaint: ********



      I am rejecting this response because: that does not cover the return of the ********** ***** product which was $90 I believe. Or the refund I have been waiting for since October 31,2022. It’s been over a month. I’ve called 3 times, this is unacceptable. 



      Sincerely,



      ***** *******

      Business Response

      Date: 12/12/2022

      Hello,

      If this customer has another order for a *********** ****** item that was $90, she will need to provide the order number for it.

      For the customers order ********** that was delivered in being refunded, we successfully refunded the customer the $75.87 on 12/08/2022 to **** ending in ****. Please allow 3 to 7 business days for the credit to reflect on your account.

      The delay for the refund was due to a technical issue and we have had it corrected. As a token of our sincere apology for the delay in receiving this refund we have issued her a Hudson's Bay E Gift Card to her at her email address.

      Per our records the customer has been fully refunded for the items she returned.

      Regards,

       

    • Initial Complaint

      Date:24/11/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 November 18th and the charge was processed on my **** (amount of $ 236.72, but the Hudson bay site sent no confirmation of the order after a week). My order was supposed to be an in-store pickup at *********. I was not contacted by the store for a pickup of my order. Upon calling the store, and customer service, they told me they had no record of the order. I have been charged (it is not being held, or pending), and the funds have been withdrawn from my **** ******. **** ** *********** ****** **** ** ****** ************ **** * ******** ** **** ***** A refund is the minimum I'm seeking.

      Business Response

      Date: 28/11/2022

      Hello,

      We have reviewed this customers order 1217211949, it was placed under the customers email address of *************************

      * **** ******** *** screenshot of the customers order showing it was picked up and one item was returned & refunded in store to another form of payment, not the ****** account the customer used as the stores cannot refund ******.

      We apologize for any confusion.

      Kind regards,

       

      Customer Answer

      Date: 28/11/2022



      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:03/11/2022

      Type:Delivery Issues
      Status:
      Answered
      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 October 21st I ordered two socks and a scarf from the Bay, but in the delivery on October 23rd, one of the pairs of socks was not contained. The company insists that it shipped the items, and I was refused a refund.

      Business Response

      Date: 04/11/2022

      Hello,

      We have refunded the customer for the socks they state they did not receive. Refund amount is $23.73 back to CC used on the order ending in ****.

      Please allow 5 to 10 business days for the credit to reflect on the account.

      Regards,

       

    • Initial Complaint

      Date:02/11/2022

      Type:Delivery Issues
      Status:
      Answered
      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 on May 1, 2022 2 chairs and 2 otomans. 1 chair and 2 otomans were delivered in June. Multiple times at least since July 4, 2022 I attempted to contact Hudson Bay about delivery of the missing chair. The answer is always the same: "we will send an email to check on status of delivery" and nothing happens. When I call next time, the answer is always the same. "we will send an email to check on status of delivery".

      I attach a copy of email for your reference and I would appreciate your action into this ************ bahaviour.

      *** Case #******** Order #*********
      Bay Digital Customer Service



      --------------- Original Message ---------------
      From: Bay Digital Customer Service ************************** Sent: 7/4/2022 6:41 PM
      To: *********************************
      Cc: *********************
      Subject: MISSING ACCCENT CHAIR *** Case #******** Order #*********

      ?Hello **  ,

      Good Day!

      We have order:*********-*****.Can you please provide update of the the missing chair Accent Chair.**** **.Z102 - Active (92302963).
      Looking forward from hearing from you


      Customer Information:
      Name:****** *****
      Address*** **** ****** **** ********* ** *** ***

      Thank You,





      HUDSON’S BAY
      CANADA’S PURPOSE-DRIVEN DIGITAL MARKETPLACE



      Thank you,

      **** *****
      CUSTOMER CARE ASSOCIATE
      ****** ************************* 

      HUDSON’S BAY
      CANADA’S PURPOSE-DRIVEN DIGITAL MARKETPLACE
      Have you heard? We’re launching Hudson’s Bay Marketplace! Request to join our seller community

      Business Response

      Date: 03/11/2022

      Hello *** *****,

      We are sorry to hear you still don't have one of the Chair **** (Order #*********) with you. Your item is available for Pick-up from our Warehouse located on **** * * **** ***** **** *** ********* ** *** *** / MON - FRI 9:30am - 4:00pm, SAT 8am – 11am.
      Also, please keep in mind to bring with you a valid photo ID (for identification purposes) and the Sales Order Receipt.

      Thank you for choosing Hudson's Bay.

      Sincerely,

      The Bay

    • Initial Complaint

      Date:01/11/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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#********** . I bought this ****** sweater from The Bay and the same day I bought it, after it shipped, I found it on ****** for cheaper. The Bay has a price match guarantee so I went to their chat to ask if they could price match it. The girl I spoke with is trying to tell me they can't price match it because it's not the same color. It's the exact same color!!! On The Bay website the color is called ''Indigo'' but on ****** it's called ''Night Indigo''. On the ****** website the color is also called ''Night Indigo'' and it's the exact same photos that The Bay uses for this sweater on their website!

      Business Response

      Date: 03/11/2022

      Hello,

      We have completed the Price Match with ********* and issued the customer the refund for the difference of $20.70 back to the card they used ending in ****.

      Please allow 7 to 10 business days for the credit to reflect on the account.

      Regards,

      Customer Answer

      Date: 07/11/2022



      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,



      ***** *******

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

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