We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:20/10/2022

      Type:Sales and Advertising 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.
      Re: case #******** / order #********** and case #******** / order #**********

      I placed two orders for an air conditioner at $739.99 each on May 29, 2022 because Hudson Bay sent me an email for a 20% off promo using their Hudson's Bay ********** ******* *** ***********. I made my payment to **** *** ******** *** **********. They did not apply the 20% and gave me 10% only.

      I contacted Hudson's Bay on June 16, 2022. After many repeated emails and photos, they offered me a 15% discount on my next purchase order as compensation. I am a senior and have been saving up in order to buy the AC and was excited to use the 20% promotion. * *** ** ************ *** if I knew The Bay would not honor their promos, I wouldn't have bought these.

      ** *** *** *** ** ** ******** ******* I received 10% only, not 15% discount. ( $739.99 x 10% = $74, $739.99 minus $74 = $665.99. I paid $665.99 + $9.50 for EHP + $79.92taxes = $755.41 each). I paid $1,510.82 in total.

      If their promo advertisement was applied:
      $739.99 x 20% = $591.99 + 9.50 for EHP + $71.04 taxes = $672.53 for each air conditioner. I should have a refund of $165.76, however Hudson Bay did not deem it necessary to apply this promo to me: $755.41 – 672.53 = $82.88 each. ($82.88 each x 2 = $165.76).

      Business Response

      Date: 24/10/2022

      Hello,

      We have reviewed this complaint and the customers orders ********** & ********** for the ***** 14000 BTU Portable Air Conditioner **************.

      We reviewed the promotion and the item was only eligible  for 10% off as it is a Home electronic / small appliance. I will note the promotion below.

      I can see from the customers cases that she wants 20% off for their First Day Discount for applying for the *** card, both of these were declined as the First Day purchase discount could not be applied to the FRIENDS promotion and it was noted in the exclusion.

      We do sincerely apologize for the confusion and all the frustration this has caused the customer. As a goodwill gesture we will issue the customer a Hudson's Bay E Gift Card for the $165.76.

      FRIENDS:

      This Weekend 5/27–5/29 | Online & In Store

      Friends & Family

      Extra 20% Off
      Regular, Sale & Clearance
      with a Hudson’s Bay ***********
      Up to 15% Off (10% Off select items)
      however else you pay

      Use Code: FRIENDS
      Details & Exclusions: 10%, 15% and 20% Friends and Family offer excludes cosmetics and fragrance, One Day Sales, and Hudson’s Bay gift cards. Other exclusions apply. See ***************************** for details. 10%,15% and 20% offers are mutually exclusive and cannot be combined with new account discount. No price adjustments on purchases made prior to May 27, 2022. Offer cannot be combined with any other offer or coupon(s)

      HOME
      ****** ***** ********* ********* ********* ***** * ******* ** ***** ******** ****** **** ******* ****** ***** *** ********* ******* ******** *** ******** ********* ***** **** ***** ****** ***** ******* ****** ********* ********** ******** ******* ****** ***** ********** **** ***** **** ******** ****** ********* ***** ******** THE FOLLOWING BRANDS AND CATEGORIES ARE ELIGIBLE FOR A MAXIMUM 10% DISCOUNT: ALL OTHER CONFECTIONERY, FURNITURE, PATIO, PERSONAL-CARE, PET SUPPLIES, ELECTRICS, SMALL APPLIANCES, VANITIES.

      Regards,

       

    • Initial Complaint

      Date:19/10/2022

      Type:Service or Repair 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 a dining room table (online) with retractable leaves from The Bay in April 2021. I am not sure which Bay store I was actually speaking to when I purchased the table. Shortly after the 1 year warranty expired one of the plastic tracks that the leaf slides on broke so I can’t use one of the leaves.
      I have been trying for several weeks and spoken to several Bay reps to get them to give me the name of the manufacturer or get me the broken part which I have told them I am more than willing to pay for. The Bay reps on several occasions were supposed to get back to me but did not. They had me pay for a table repair man to come out and assess the table only to later apologize that their protocol was not followed and I should not have been given those instructions.
      I spent several thousand dollars on this table and can’t believe that The Bay can essentially wash their hands of this problem. ****** **** * ** ****** **** *** *** ** *** ************* *** ***** *** ******** ********** **** **** ******* * ****** ** ** *********** ** **** ********* ***** ** ****** ****** ******
      Order number for the table was
      ********* ** ******** table top
      ** ******** pedestal

      Business Response

      Date: 21/10/2022

      Hello *** ******,

      We are sorry to hear that the customer service did not meet your expectations with the claim for order #*********. We will reevaluate our training to better serve you. This is not the experience we wanted to provide.

      The warranty on **** * ****** ****** is one year, *** ******. After the expiry period, the manufacturer does not provide parts for corrections. We apologize for any inconvenience this may have caused you.

      Thank you for choosing Hudson's Bay.

      Sincerely,
      The Bay

    • Initial Complaint

      Date:12/10/2022

      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.
      **** ***** **** *** *** *** **** ***** **** **** ***** ******* ****** Received my order yesterday October 11 2022 and an item was missing in this order even though it states it was shipped and delivered by ***. The it4em i am missing is a ******* Holiday beauty box that i had to pay 115 dollars for if i bought 85 dollars or more of ******* products . I did just that. I recieved all those items in a small box but was missing the box that would have contained the holiday beauty box. I have bought these Holiday boxes many times over the years and they always come in a large box , as the item is quite large. The box that was delivered to me yesterday contained a few ******* products that according the *** tracking site, only weighed 1.5 pounds. I know for a fact that the beauty box alone weighs more than 1.5 pounds, so right there shows that it was missing. I called yesterday and was told my issue would be resolved by end of yesterday. She said she would call me back. She never did, so i called later yesterday and spoke to someone else who said that it could take 24 hours. So again i waited 24 hours and today never heard back so i called again. Than i got told another story about how it can take many days. * **** ** ******* * **** ********* *** ***** **** *** I am out my beauty box and 115 dollars . I want my beauty box as i did buy the ******* products worth 85 dollars to be able to purchase this box. I dont want a refund, i want the box and i want to know when i will be recieving this . ** ** ******* **** ** ***** ******** * **** ****** **** *** *** **** ***** ** ****** ******* *** **** ******* *** *** ******* * ** ****** ************ ** **** ** ***** *** ** ***** ****** ** ***********

      Business Response

      Date: 17/10/2022

      Hello,

      We have reviewed the customers order ********** and sincerely apologize for this disappointing experience.

      We see the customer replaced the order ********** with customer service this morning, however, we have canceled that order and are sending the customer the item at no cost in order **********.

      We apologize for the inconvenience and frustration this has caused the customer.

      Regards,

       

      Customer Answer

      Date: 17/10/2022



      Better Business Bureau:

      I really do appreciate your offer thats so very nice. Thank you so so much. You have rebuilt my faith in The Bay and will continue to shop with your company



      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:12/10/2022

      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 purchased a ******* **** watch as a gift for my fiancé on August 14, 2022 and last week the mechanism inside the watch to keep the time broke (it is an automatic watch and no longer kept the time). When we went to the Hudson’s Bay store we purchased it at (total cost of the watch was $278.25), the employees **** ********** **** *** ********* *** would not offer any help or solution to the problem. It is obviously a manufacturer error so it should be covered under the warranty. We would have liked them to repair or replace it, but all they told us was “sorry you only have 30 days” when the watch is less than 2 months old and is already broken. **** ** ** *** ** ******* **** ******** *** ************ ** **** ******* ***** **** ***** ****** *** ********* ** **** ******* **** ****** *** ********* ** *** ************* ********** ** *** ***** **** ** **** *** ********* ** **** **** *** ******* ** **** ********** ***** **** ******* ******** ********* ***** ******** ** ** ****** ***** ** *** ***** ** *** ***** ****** ** *** *** ***** ********* * ***** **** * *********** ** **** * ****** *** *** ****** ** **** ****** * ****** **** ******** **** ******* *** ***** ******** ** *** **** * **** *** ** ******** **** *** *** ***** ** ****** *** ********* ** ***** ******** *** *** ******* *** ********* ***** ****** ********* **** * *** ** **** ** **** ********* ******* * ************* ********* Hopefully an adequate solution can be found for this problem.

      Business Response

      Date: 13/10/2022

      Hello,

      We sincerely apologize for this customers disappointing experience.

      As this situation took place in one of our stores, we ask that the customer reply with the name / location of the store and a copy of the store receipt for the watch.

      Once the customer provides those details, we will have the situation investigated.

      On a side note, all Jewelry and watches are Final sale after 30 days of purchase.

      We apologize for the frustration this has caused the customer.

      Regards,

       

      Customer Answer

      Date: 13/10/2022



      Complaint: ********



      I am rejecting this response because the product is still under manufacture warranty yet they will not do anything about it. *** ** ******* *** ********** ** ********* ** *** ***** ********* Will not be continuing business with this company.




      Sincerely,



      **** ******

    • Initial Complaint

      Date:12/10/2022

      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.
      Hello,
      On Sept 17 2022, I purchased mens clothes from The Bay online for a total of $587.67 for 17 items.
      On Sept 19 2022, I received a box from The Bay, labelled to me, with an invoice also labelled to me totalling $503.61 for 15 items supposedly inside this box. However, the box was clearly mistaken as I held a woman's coat, a woman's shirt, 2 toddlers pyjamas and an HBC blanket.
      (*I've received my 2 remaining items in separate packages throughout the week, each with their individual label.)
      I've take a picture of the erroneous items in the box and started a chat directly on the site, where I had submitted this picture. The chats were then malfunctioning and so contacted them by email, and also sent the picture. Since there is at least a day's delay between each communication, I then decided to call and speak to a representative. I was told the process would be that I would have to send back the erroneous box for a full refund and reorder the items (that were still available). I was given a return label and reordered 9 items that were still in stock with them (I paid again!).
      I returned the box and have received confirmation it was received by them.
      I also received the box of the 9 reordered pieces of clothing that I had purchased.
      However, The Bay only marks down 5 of 15 items as returned, for which I have received a refund of $190.78.
      I've contacted them via email, and was told to provide them with the return information (of which they already have!). I've done so, with further explanation that I am missing part of the refund, and I'm no longer getting any replies.
      Simply calculated, I am still owed $312.83.

      Other information on order:
      Order #**********
      Hudson's Bay Case #******** (their resolution case number) ****** **** ******** ***************** ******* ******** ** ********* ****

      Business Response

      Date: 12/10/2022

      Hello,

      We reviewed this customers complaint and their order ***********

      Our customer service department did issue the customer a full refund for the items not received. Below are the refund amounts for the customers reference.

      Order: **********

      HB MC: ****

      Refunds:

      Cr **xxxxxxxxxx****   2022-10-04 **** *** ****   -190.78
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -13.76
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -23.27
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -15.48
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -39.23
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -24.11
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -39.23
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -45.27
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -56.02
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -33.56
      Cr ***xxxxxxxxx****   2022-10-07 **** *** ****   -12.90

      Total refund to his CC for this order ********** is $493.61.

      We apologize for the frustration and inconvenience this has caused the customer.

      Regards,

       

      Customer Answer

      Date: 15/10/2022



      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:07/10/2022

      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 Sept 28, 022
      i order 2 nightgowns and 1 pair of Petite size Large ****** ****** leggings from the Bay
      ORDER #**********
      I received the order Sunday and opened the box and the nightgowns were there but no leggings.
      I thought that the leggings would come separately but the inserted bill says they were in box, plus box says 3 items and it says they were delivered.
      I contacted customer service and they said that they checked with the packing department and claim to have packed them. I am not lying *** * *** **** *** ******** ** ***** *** ********* I am disappointed in their response as a so called VIP member
      I have never had an online issue with the Bay before. Their reply was to contact my credit card company to resolve the issue. They also offered a 15 % discount on another purchase. I do not want to buy another item. Either refund my order for the leggings or send me another pair

      Business Response

      Date: 10/10/2022

      Hello,

      We have reviewed the customer complaint and order **********.

      We do have pictures of the leggings in the box as they were packed for shipping. As I could find no other claims of missing items I have had the customer refunded for the leggings. The refund details are below.

      Order: ********** 

      CC: ****

      Refund amount: $113.40

      Refund transaction number: **** **** *** ********

      Please allow 5 to 7 business days for the credit to reflect on the account.

      We apologize for the inconvenience and frustration this has caused the customer.

      Regards,

       

    • Initial Complaint

      Date:06/10/2022

      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 purchased a $1200 cookware set on September 30, 2022 and the next day, I found the same set being offered by another vendor online for $900. I found The Bay's written price match policy online (terms, conditions, and exclusions) and it appeared that my situation fit the criteria for a price match. I went ** *** ******** ******** on October 2, 2022 to speak with a customer service representative, and also brought along the relevant documentation (original receipt, competitor price at check-out, price match policy). The customer service representative called her manager *** ***** ** ***** ********* **** *** ************** ** ****** ***** *** ***** *** *** *** * *********** ********* ***** ******* ** *** ****** ***** ** ************* ***** **** She told me she would not honor the price match. When I brought up the terms and conditions published by The Bay, she refused to look at the documentation, told me that her decision stands, and then sent me on my way. Multiple times in our conversation I asked her to show me any written policy for justifying her decision. None was given.

      For clarity, this complaint has two issues looking to be resolved. The first issue relates to the honoring of the price match guarantee published on The Bay's website. The second issue relates to dealing with a rogue manager, who in the face of a customer that has the company's own written policy in front of them, decides to deviate from the policy with no adequate reasoning provided. **** ***** **** ***** *********** **** ***** ** * ******** ******** ***********

      Business Response

      Date: 06/10/2022

      Hello,

      We apologize for this situation. We need the store name that the purchase was made in so we can get it to the appropriate department to be address.

      Please provide the receipt, where the price was lower, etc and we will have this looked into as soon as possible with the store.

      Kind regards,

      Customer Answer

      Date: 06/10/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 18159076, and find that this issue through this platform was partially resolved.

      I separately reached out to the management of the specific store and they resolved 1 of 2 issues. The issue that was resolved was with regard to the price match - this was received. The unresolved issue was in regards to whether the manager on duty at the time of the incident has been dealt with, and no adequate response has been received. This happened at the Calgary ******** location on October 2, 2022 at approximately 11:20am.

      Sincerely,



      Warren

    • Initial Complaint

      Date:05/10/2022

      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.
      Re: Order #**********

      The above was placed online but it was never delivered to me. The retailer’s shipping carrier claimed to deliver the order but they never did. The Bay ended up processing a partial refund on Sep 8 but I’m still out $38.96. I’ve been following up every week since Sep 8 but their customer service team keeps telling me to wait. I don’t understand how a company as big as HBC cannot process a simple refund. I’m hoping BBB can help me to this end and bring to their attention that their offshore CS team is of no help at all!

      Business Response

      Date: 06/10/2022

      Hello,

      We reviewed this complaint and the customers order **********. We apologize the customer did not receive their order even though we show it was delivered.

      Our customer service department DID have the customer refunded the $155.84 which is what the full charge for the order was. The $38.96 is what the customer paid ********* initially, this refund HAS to come from ********* directly, we can only refund the order.

      Normally ********* will refund any payments made on that contract once they received the full refund. It can take up to 30 + days and we recommed the customer contact ********* directly as this is not something Hudson's Bay charged or can refund.

      We apologize for the confusion and frustration this has caused.

      Regards,

       

      Business Response

      Date: 06/10/2022

      Hello,

      We understand the customer frustration, however, what she had to pay ********* to place the order, they have to refund those payments from the customer.

      We have to send to another department to refund ********* orders and we did refund the customer in full.

      The customer has no other option but to deal with ********* directly as it is on them to refund the first payment they received from the customer.

      We do apologize, but we have refunded the full order that was charged to her ********* acccount. The customer agreed to *********s policy and the contract for that order and they will need to go to them about refunding the first payment she made.

      They do issue these refunds to their customers, however, it may take time as they only update their systems about once a month.

      We do apologize, we have done our part in refunding and are not associated with ********* in anyway other than people can use them to purchase with Hudson's Bay.

      Regards,

       

      Customer Answer

      Date: 13/10/2022



      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:04/10/2022

      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 November 20, 2021, I ordered three pieces of furniture whose value totaled $3,400 CAD from the Hudson's Bay in ********* ****, Edmonton. They gave me an estimated delivery date of April 29, 2022, which I accepted. I had to pay fully at the time of order. In April, the furniture was not delivered so I called The Bay's customer service line, at which point I was told it would be delayed until July. When July came, the same thing happened, and they said it would be delayed until September. Similarly in September, they again told me it would be delayed until November. At that point, I asked for a refund, given that I was starting to doubt the furniture would ever be delivered. They are refusing to give me a refund, stating that this was a special order. At no point did they explain the reason for the delays, only stating that the supplier was experiencing delays. * **** ***** * ***** ** *** *** ***** *** *** ******* ** *** ** ******** **** *** *** *** ***** ******* ********* *** ***** **** ***** **** ******* I am reaching out to the BBB to see if you can help me resolve my problem.

      * **** ***** ****** * ********* **** ******* ******** **** ** ******** **** **** ** * ***** **** ** ** **** ** ***** **** *** *** *** ***** ********* **** **** ***** ** ****** ** ******* *** ****** *** **** ******* ** ******** **** **** ******** ******** *************  
      Please help!

      Business Response

      Date: 05/10/2022

      Hello *** *****,

      We had a vendor delay through order #*********. We are sorry for the inconvenience it may have caused. Gladly, the expected delivery date is confirmed on our system for Nov 5th.
      Our custom special ordered furniture is a final sale and is not eligible for return or exchange. You may cancel or change your custom-ordered furniture within 48 hours of the sale date to receive a full refund.

      *** *****, as soon as you receive your delivery please kindly contact our customer care department by phone ** ************** to process your compensation. We have representatives available to assist you Monday to Saturday from 8:00AM to 11:59PM and Sunday from 10:00AM to 10:00PM, Eastern Standard time.

      Thank you for choosing Hudson's Bay.

      Sincerely,

      The Bay

    • Initial Complaint

      Date:29/09/2022

      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.
      Order ********** received Sept. 11/2022 missing one item.

      Contacted customer service via email.

      On Sept. 23/ 2022 -

      Customer service claim denied.

      I challenged decision.

      Customer Service replied: Bay Digital Customer Service 3:04 PM (3 hours ago) . . . it shows that it was confirmed by our Distribution Centre that the package was shipped with the 3 items in it since it was the exact weight . . . ********** **** ****** ******* *** *** ******** ******* **********  
      The Bay case number #********

      I DID NOT receive the 3rd item regardless of what the Bay has said and will not pay for something I did not receive.

      Business Response

      Date: 29/09/2022

      Hello,

      We have reviewed this complaint and the customers order **********.

      I have had the refund processed for the missing ******** Squareneck Flare-Sleeve Top and the refund details are below for their reference.

      Order: **********

      MC: ****

      Refund amount: $28.56

      Refund transaction number: 1044 1560 908 09292022 

      Please allow 2 to 5 business days for the credit to reflect in the account.

      We sincererly apologize for all the frustration this has caused the customer.

      Regards, 

      Amy

      Customer Answer

      Date: 29/09/2022



      Better Business Bureau:  THANK YOU.



      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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.