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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hudson's Bay Company

  401 Bay St Toronto, ON M5H 2Y4

• 

  Hudson's Bay Company

  100 Anderson Rd. Calgary, AB T2J 3V1

• 

  Hudson's Bay Company

  6455 Macleod Trail South Calgary, AB T2H 0K9

• 

  The Bay

  725 Park Royal N West Vancouver, BC V7T 1H9

• 

  Hudson's Bay Company

  221 - 3147 Douglas St Victoria, BC V8Z 6E3

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:23/09/2022

  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 2 items directly to Hudson Bay on August 12/22 for an amount totalling $397.75.
  As of today’s date(September 22/22) I have not had the refund credited to my account.
  This is after many telephone calls including a call placed on September 6th in which the service rep said he would put a rush order on the account.
  Only to be told when I called again on September 12th that no such action had been taken.
  Often the service rep would suggest because I had used *** *** this is in effect my responsibility.
  ********** ****** **** **** * ******** * ****** **** **** ******** ** *** *** *** *** * **** *** **** ********* *** *** ** **** ******* *** ** **** * ****** ** ****** ******** ******** ** *** ****** ** ** *** *** ******* ****** * ******** ***** ****** ********** **** **** *** ****** ******** *** **** ********* ****** ** **** **** ** ***** ** *** ******* ***** ******* *** ** ********* ** ** ********** ********** ** *** *** ****** ** ******** **** ***** ** *********** 
  Hudson Bay has had both their product and my money for virtually 6 weeks. They have cost me hours of my time while I call -wait for a representative and repeatedly go through my request again and again with no satisfaction. ***** *** * **** ***** * ***** ******* ** * ****** *** *********** * *** **** ********** I once appreciated shopping with the Bay-it represented good quality merchandise and excellent customer service. That is certainly no longer the case.

  Business Response

  Date: 29/09/2022

  Hello,

  We have reviewed the customes complaint and her order **********. In our system it is showing refunded to other.

  May we ask which store the order was returned to? When ****** orders are returned in store, they cannot refund the ****** accounts so they issue the refunds to the customers credit card.

  Please reply at your earliest convenience so we can get this sorted out and resolved.

  Kind Regards,

  Amy

• Initial Complaint

  Date:23/09/2022

  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 am a long time customer of Hudson's Bay and I am surprised I am finding myself filing my first BBB complaint but my favourite store has left me no choice. I have received a very unsatisfying response to my complaint and have no other recourse. On August 30, 2022 I purchased five items online: one item for myself and four for my school age son. On September 2 I received a box from Hudson Bay that looked rather small for 5 items. Indeed, I opened it up and there was just the one item, a sweater I had purchased for myself. The 4 remaining items were not in the box. The invoice in the box reflected the 5 items. The label on side of box also identified 5 items. I was concerned but assumed there was a mistake. I called customer service and was told they would look into it was asked to upload pictures to a link they provided. I immediately did so. On September 4 I emailed and received reply back that is was being reviewed and that refunds take 14 business days. I received refund for one item (track pants I ordered for my son). There was still $71.00 unaccounted for. I called on Sept 21 (waiting for the billing cycle) and I was told that I had received a refund. I explained it was for only one item They explained back office had reviewed and they can see that my order was packed and shipped. But they saw one item was missing, which is why i got the refund. I explained that doesn't add up: the box was too small for all of those items and the box label says 5 items. Something must have gone wrong in the process. I was told my request was denied. There would not be a further refund. I was told there was no other person I could speak to. Thus, I am filing my first complaint seeking resolution in a refund in the amount of $71.00. * **** ******** ******** ** *** *** *** *** ******** * **** ******** ******* ************** **** ******** ******** * **** **** ******** ******* **** ************ ** **** * ********** *** ** *** ********* ******

  Business Response

  Date: 29/09/2022

  Hello,

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

  We can see that we were able to verify the 1 item that was not shipped and refunded it.

  However, as they found an error, I have processed the refund for the 3 remaining items the customer states they did not received. The refund details are below for their reference.

  Order: **********

  MC: ****

  Refund amount: $25.21, $21.00 & $24.80

  Refund transaction numbers: **** **** *** ********, **** **** *** ******** & 7535 1560 904 09292022 

  Total refund issued: $71.01

  Please allow 3 to 5 business days for the credits to reflect on the account.

  We apologize for this situation and all the frustration it has caused.

  Regards,

  Amy

  Customer Answer

  Date: 29/09/2022

  
  
  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:19/09/2022

  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 received the package from *** only to discover that one (of the four) items I ordered was missing from the package. I immediately used your online support to share that I was missing an item and was told that it will take up to 14 business days to see a refund. He gave me a reference number (********). I decided to call into your customer support and was told that she looked into my problem and that she is going to have the problem escalated and that it shouldn't take longer than 7-10 business to get resolved. I also have another case number (********).
  
  I also wanted to point out how careless the items where packaged. * **** ******** * ***** ** **** *** **** ** ****** **** **** * ****** *** ******** The one piece of bubble-divider material that was used was flat with no air in it to protect anything. Both of the caps of the moisturizer bottle were off, one cracked and a very small amount of moisturizer had leaked out. *** *** *** ** *** ***** ** ****** *** * *** ****** ********* ** ****** ****** **** **** *** I guess I just expect better from The Bay.
  
  Fast forward to today (Sept. 19, 2022). I had to call ********** to get through to somebody at The Bay because my phone number was being detecting by The Bay's telephone system and wasn't allowing me to speak to a customer service representative and would just tell me that my order has been shipped. Regardless, after waiting for a bit I got through to someone ("Angela") at The Bay only to be told that the investigation has been completed and they say the item was packaged. I asked why I wasn't informed of this already and requested a photo of the item in the box. Angela said that she would email me a photo and that an email was already sent regarding the investigation being closed. I haven't received either of the emails they said were sent. Still no emails from The Bay...
  
  Now looking on the The Bay website shows they don't have the missing item in stock, online or at any store in Canada.

  Business Response

  Date: 29/09/2022

  Hello,

  We reviewed the customer complaint and their order **********. I do have the picture of the missing item that was in the package when it was shipped.

  However, as the customer insist they did not get it, I have had a refund issued for the *** ***** ***** LIQUID FACIAL SOAP MILD and I had 1 of the bottles of ******** ***** ************ ********* MOISTURIZING GEL
  ******** for the issues they had with them and the packaging of their order. The refund details are below for their reference.

  Order: **********

  Refund amounts: $64.96 & $54.88

  Refund transaction numbers: 1422 912 1560 09292022 & 1421 912 1560 09292022

  Refunded to card ending in ****.

  Please allow 3 to 5 business days for the credit to reflect on your account.

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

  Kind regards,

  Amy

  Customer Answer

  Date: 03/10/2022

  
  
  Better Business Bureau:
  

  To be clear, I will never spend another penny at The Bay. I am in the process of cancelling the credit card I have with them. ********** ******** ******* ********** ** **** ******* ******** ** *** *** ******* ***** **** ********* ****** ***** **** ** *** ************* ********* ** * *** ** ** ******* **** **** **** *** * ******* ***** What a shame, we have shopped at The Bay a lot for our furniture, beds, kitchen appliances, dinnerware, vacuum, clothing and beauty-related items since the mid-eighties.

  Thank to the Better Business Bureau for your assistance in this matter. 

  
  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:01/09/2022

  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 placed an online order with The Bay on August 16th, 2022 for two items. On August 20th, a box from The Bay was delivered to my home by ********. I was home and retrieved the box upon delivery. When I opened the box, only one item was in it, along with an invoice indicating both items that were supposed to be in the box. I called The Bay immediately, and was told they would look into the missing item. I didn't hear from them so I called back on August 26th, and was told there had been no response so I had the option of either reordering the missing item, paying for it again, and hoping for a refund, or requesting a refund and then reordering at the price I paid originally. I opted for a refund first, and reordering later. The following day (August 27th), I received a response from The Bay saying they had investigated and there would be no refund. I called back to find out what was going on, and the person I spoke with indicated they were escalating the concern and that there was a photo (which she sent to me) purporting to show the dress in the box at the shipping warehouse. At this point, I checked the box again, and discovered there was a weight on the shipping label that was higher than the weight of the box I received. When I checked the box more carefully, as it had originally appeared to be intact, I discovered it had been carefully opened from the bottom, and then resealed with a different size of packing tape, so that it would not be obvious. I have no idea of when this happened, but given the number of complaints against both The Bay and ******** regarding items missing from orders, I am guessing it could have happened anywhere. The Bay is insisting the item was picked, packed, shipped, and received. ******** says I have to seek a refund from the vendor. I have filed a police report, and have an incident number. * ** *** **** *** ***** **** * **** **** *** * ****** *** ** *** ***** *** ** **** **** *** ****** ****** *********

  Business Response

  Date: 07/09/2022

  Hello,
  
  
  
  We have reviewed this customers complaint and her order **********.
  
  
  
  As we did ship the full order to the customer and she states the dress was missing when she received the box, that would mean it was stolen somewhere in shipment.
  
  
  
  Per our policy, we are not responsible for stolen merchandise. The customers are advised to file a police report and submit a claim to their insurance or card company.
  
  
  
  As a one time exception only, we have issued the customer the refund for the dress in the amount of $100.79, refund transaction # **** **** *** ******** back to CC used on the order ending in ****.
  
  
  
  Please allow 3 to 7 business days for the credit to reflect on the account.
  
  
  
  Kind regards,
  

  Customer Answer

  Date: 12/09/2022

  
  
  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:25/08/2022

  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.

  On August 5, 2022, I placed an order for a fitted and flat sheet on Thebay.com and paid $384.20. On August 6, 2022, I received an email from Hudson Bay saying that they shipped the order by ***. As of today, the latest update on the *** tracking is dated Sunday, August 7, 2022 12:10 p.m.: Shipper created a label, *** has not received the package yet.
  On August 13, I called The Bay Client Services to enquire about my order and was told to wait 10 days after the order was shipped. On August 16, I wrote to The Bay again to enquire about the order: Case Number: ******** which contains the order number and the *** tracking number. Having not received a reply, I wrote again on August 19 early morning: Case Number: ******** to which I received a reply asking me to wait 24-48 business hours - again.
  It has been 48 business hours and *** still shows that the shipper created a label, *** has not received the package yet. The Bay St. Laurent which is 4km away from my home has the merchandise. So why do they keep my money and do not send me the merchandise? I am asking your help to obtain a full reimbursement to buy sheets from a brick-and-mortar store.
  Thank you for your help with this.

  Business Response

  Date: 25/08/2022

  Hello,
  
  
  
  We have reviewed this customers order ********** and sincerely apologize that the package is lost.
  
  
  
  I have issued a full refund for the order, the details are below:
  
  
  
  Order: **********
  
  Card: ****
  
  Refund amount: $192.10
  
  Refund transaction number: **** **** *** ********
  
  Refund amount: $192.10
  
  Refund transaction number: **** **** *** ********
  
  Total refund issued: $384.20
  
  
  
  Please allow 3 to 7 business days for the credit to reflect on the account.
  
  
  
  We apologize for the inconvenience and frustration this has caused our customer.
  
  
  
  Regards,
  

  Customer Answer

  Date: 27/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  This is exactly what I have asked for. Thank you BBB and thank you The Bay

• Initial Complaint

  Date:16/08/2022

  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 made a sofa purchase Dec 30th 2021 with Hudson's bay and was told it would be delivered June 1st at the earliest... When I called to make sure it was coming they rescheduled and I understood with the pandemic going on... but every time since than they have been pushing the delivery date again and again *** * ** ******** ** ******* **** ** ** * ******. it is now august 15th and I was promised it would be here by the 19th. *** **** ***** ** **** *** **** **** ***** ******* **** *** ******* ** **** **** **** ******* *** ******** *** *** **** **** ** ** ************* ** ****** *** **** * **** *** ** **** ** ** ***** *** ******** ******* ** * **** ****** ** *** **** ****** ** ****** *** **** **** **** ******** **** *** **** *** * ****** *** ***** ******** **** ***** **** ********** I need to talk to someone in Canada that can be more thorough with me with what's happening... the new estimate date for delivery is sept 16th another month from now and I'm tired of this I need more answers **** ****** ** ********* ************ *** **** *** ***** ******** *** **** ** *** ***** **** * *** *** ************ *** ** **** * ******* *** ******* ***** ** ***** ***** ********** ************ *** ****** ********* Paid 1,968.27 for it ... hopefully you can sort this out for me!

  Business Response

  Date: 16/08/2022

  Hello **** *******,
  
  
  
  Your order #********* for Sectional ****** is late due to vendor delay. At this time, we cannot provide a delivery before September 16th because we are waiting for the furniture to arrive at our warehouse. We apologize for the inconvenience it may have caused.
  
  *** ****** ** **** *** ******** ** ********* ** ****** *** **** ************* **** *******. We understand the frustration of the delay. This was not the experience we would like to provide for you. Kindly contact our customer care department by phone at 1-866-809-8210 to process your compensation as soon as the items arrive at your place. 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:20/07/2022

  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 ring on April 14 (order **********) which arrived April 25; I ordered a second ring April 16 with an original ETA delivery of April 29. I was leaving for 5 weeks to Europe (needed the ring) on May 1. The second order did not arrive until May 2, and I initiated the return while away. The QR code emailed to me gave me a ship deadline of Jun 14th.
  
  When I arrived home, I went to mail it June 8th. ****** **** said there was an issue with the QR code, and I had to call for another one. Which I did. This new QR code advised I had until August 7th to return it. At no point during that phone call did the woman advise me that due to this error, I may miss the chance to have the return posted to my **** vs a Bay gift card.
  
  ******* **** * *** **** ** ***** *** ******* *** ******* * ***** ******* *** *** *********** *** ******* * *** ***** * *** ******* ******** * ***** ** ***** The package was received by your warehouse June 23, and took until July 16th to advise me the refund had been processed ***** ** ******* ******** ********** * **** ** **** **** **** *** * **********. I was told on every, single, interaction with the Bay during that time that it needed to be processed, but then it would be refunded to my ****, and that **** might take some time for it to be reflect. Again, not one single person advised me this would be a bay gift card.
  
  Secondly - I no longer live at either of the addresses that they have on file for me - the mailing and billing. Therefore, I have asked them to cancel the gift card, and issue the refund to my credit card. After multiple passes along, and chats I have now been informed that my order is already passed the return time frame. Completely ignoring the fact that I could now be held liable for whoever signs for that gift card, leaving me out the money for the item and the ** ****** refund.
  
  I refuse to be held responsible for a gift card refund that I did not / cannot receive, and want the refund to my credit card.

  Business Response

  Date: 20/07/2022

  Hello,
  
  
  
  We have reviewed this complaint and the customers order.
  
  
  
  We did issue a refund gift card as the order was returned past 30 days which is our return policy.
  
  
  
  Customer service did submit to have it refunded to her CC, it was just submitted on 07/15 I believe and it takes up to 10 days for the cases to be completed.
  
  
  
  I have removed the funds from the gift card making it invalid and we have now completed the refund to her **** card. Refund details below:
  
  
  
  Card ending in ****
  
  Refund amount: $1,081.01
  
  Refund transaction #: **** **** *** ******** 
  
  
  
  Please allow 5 to 7 business days for the credit to reflect on your account depending on your financial institution.
  
  
  
  We thank you for shopping with us.
  
  
  
  Regards,
  

  Customer Answer

  Date: 21/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Thank you for rectifying the matter* ***** *** ** **** ******** ******* *** ***** **** *** **** **** **** ***********