ComplaintsforHudson's Bay Company

• Initial Complaint

  08/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a sofa bed from the Bay on October 10, 2023 as well as 5 year service protection. I was informed that the delivery date will be January 6, 2024 because it is a custom product. I paid the full amount of order #*********. • On November 28, 2023 I received an email from the Bay that the delivery is delayed to January 6, 2024 which was the original delivery date anyway. • In December I changed the delivery date to January 12, 2024 because my scheduled changed. • On January 8 I received a call and email from the Bay that my delivery is delayed to January 26, 2024. • On January 10 I received a call from the Bay that my delivery is delayed to February 2, 2024. • On January 28 I received a call and email from the Bay that my delivery is delayed to February 9, 2024. • On February 2 I received a call from the Bay that my delivery is delayed again and the new date is March 24, 2024. I refused to discuss the delay and requested the agent to escalate to a manager that can resolve the delivery issue and not just apologize for the delay. This delivery issue is shocking and I'm extremely frustrated and upset considering I'm dealing with the Bay and not a small business. The Bay provides delivery dates without the intention of fulfilling the commitment. The most frustrating part is that this is not a production issue but a delivery issue. The sofa bed was produced and is sitting in a warehouse in Richmond BC. I tried to escalate multiple times without avail. I even tried to call the corporate offices but couldn't find the phone number to call other the previous numbers that I tried previously. I want the sofa bed to be delivered on February 9, 2024 regardless of what the Bay needs to do to fulfil their obligation and if not then refund my money. Enough is enough.

  Business response

  12/02/2024

  Hello Mr. ******,
  
  This email is in regards to the order *********. We sincerely apologize for any inconvenience caused by the delay in the delivery of your order. We understand the frustration this may have caused, and we truly appreciate your patience and understanding during this time.
  
  As of now, we regret to inform you that deliveries and pickups have not yet resumed due to unforeseen circumstances beyond our control. We have been in touch with our delivery partner and have requested that they schedule the delivery of your order at their earliest convenience. We understand the urgency of your situation and are committed to ensuring that your order reaches you as soon as possible.
  
  We wish to inform you that the delivery has been scheduled for March 14, 2024. We are eagerly anticipating a response from our delivery partner, and upon receiving an update from the team, we will promptly notify you of any changes or developments.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I’d prefer to receive a refund than wait for a new promise date to deliver on March 14, 2024.

  This is the same message I have been receiving from the Bay since January 8, 2024.  I see no reason to trust that the delivery will actually be made on March 14, 2024.

  Let’s just stop this charade and refund the full amount.

  Sincerely,
  
  **** ******

  Business response

  13/02/2024

  Hello Mr. ******,
  
  This email is in regards to the order *********. We sincerely apologize for any inconvenience or frustration caused by the recent experience with your order. Your satisfaction is our top priority, and we regret any disappointment you may have experienced.
  
  We want to inform you that we have processed your refund, and you can expect to receive it back to your original form of payment within 10–14 business days. 
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at 1-866-809-8210. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  21/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

  However, I would have preferred delivery of the pullout sofa than receiving a refund 4 months after the original order date.  it is extremely unfortunate that the Bay will lose more customers as my family and I will never purchase anything from them.

  It is unfathomable to me that the Bay that was founded in 1670 couldn’t deliver a pullout sofa from the warehouse in Richmond to Victoria as promised within more than 2 months from the original delivery date and that wasn’t even guaranteed.

  Sincerely,
  
  **** ******

• Initial Complaint

  25/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have placed an order in December 2022 that I never received. (400$ + tx) I've been contacting TheBaie ever since to have an investigation ticket open, to have a supervisor look into it to have some kind of solution to the probleme. 14 months later, more then 15 calls, 8 request to speak with a supervisor and NOTHING. No one has ever called em back. I purchased an other item in December 2023 (250$ +tx), i asked for a refund and a return since the item is too big. The Baie gave me the runaround until the 30 days return period expired then sent me to the local seller of that item to have them resolve the issue. The seller contacted TheBaie to have them reimburse me however TheBaie refused since it has been more then 30 days. This is an ongoing issue, there customer service is not helpful, they have no solutions to offer, there level of management is definitely not in place. They refuse to reimburse you the money they owe you, they refuse to contact you back for a follow up, they refuse to give detailed informations regarding the situation. This is unacceptable and no one can help me

  Business response

  29/01/2024

  Hello,

  We located the customers order ********** placed on 11/29/2023. All items in the order are returnable due to the Holiday Return Period with the exception of the Marketplace item on her order which is the one she wants returned and refunded. 

  The seller has a 30 day return policy, no extensions for the holidays, this is why the item cannot be returned or refunded. The sellers policy is listed under the item when you click on the blue hyperlink.

  I believe this is the order ********** the customer claims she never received the 3 bottles of perfume in her order. We have searched everywhere and found no cases or contacts for this order until November 2024. The customer did have claims in 2022 for order **********.

  Order ********** cannot be investigated as it is over a year old, first case for the missing claim is November, 2023. We searched by her order, phone number and email address and found cases just none for this order.

  If the customer has emails, etc I ask that she forward them to **********@***.com for further review of order **********.

  We apologize for the frustration.

  Regards,

   

  Customer response

  29/01/2024

  
  Complaint: ********

  I am rejecting this response because:

  Order **********; I had called many times to ask why I wasn't receiving a return package, i was finally told that if the system is not issuing it, to simply go to the store which I did, they then referred me to the bay since it was an issue with the systeme. I called again for the 4th time for them to send me back to the store who wasn't able to do anything because a rep had told them I passed the 30 days. Keep in mind that the 30 days was passed due to a lack of good customer service from the hudson Bay. I had called the within the first days of the reception of the item and i had called many times since.

  Order ********** The case is definitely over a year old since I've been trying to get it resolved since then. After many multiple calls to their unproductive customer service. Every agent was lost in the case, I've asked for many follow ups, i NEVER received any, I always had to call back, I asked for a supervisor MANY time, no one had called me back. Every agent was giving me the run around. Nobody could find anybody's notes, **** *** **** **** ****** **** ********** * ******** ************

   

  I would like to get my money back for order **********

  I would like to get reimbursed for an item on order ********** since it was the Baie fault that the 30 days delay ended,

  
  
  Sincerely,
  
  **** ********

  Business response

  26/02/2024

  Hello,

  We apologize for our delayed response;

  The customers order ********** we reviewed all her cases and they were about getting a price adjustment on the ****** boots in her order. There are no cases about the customer wanted to return the MP item in the case. This item is not returnable or refundable and we sincerely apologize for the inconvenience.

  The customers order ********** as I stated previously had no cases for missing items before 11/2024. I previously asked the customer to email me directly at **********@***.com with any and all documents she has from us for this order and for her other order **********.

  We are requesting this information as we cannot confirm what the customer is advising and neither order is refundable.

  Regards,

   

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not have access to any of my previous orders since it was deleted from your system as I stated in my previous email. ***** ***** **** ********** *** **** I had called many times regarding this issue. there must me a way for the baie to find my purshases online. Records of calls or Complaint related to my adress or phone number.

   

  It is not realistic for you guys to ask yme to send you some kind of proof if everything was in your systeme.

  Now if it's not one problem, its an other. There is NEVER an ending to this situation.

   

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

   

  Please find myb orders and reimburse me the pproducts I never received.

   

  
  Sincerely,
  
  **** ********

  Business response

  14/03/2024

  Hello,

  We have tried to advise the customer several times why she will not be refunded for order ********** - we did not receive a request to return the item until January 18th and the item could not be returned as it is a Marketplace item and they only have a 30 day return window. This order was placed on 11/29/2023. The customer has other Marketplace orders so she should know they have their own return policies and Hudson' Bays policies do not apply to the Marketplace sellers as they have their own policies and procedures.

  For order **********, I asked the customer for any emails in regards to this order as we have no record on the customer contacting us about this order from 2022 until 11/24/2023. We did not loose anything, our system keeps the records of all cases submitted.

  We do apologize, however, neither of these orders are refundable and we will not be refunding them.

  Regards,

   

• Initial Complaint

  18/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 18, 2024, I purchased a pair of ***** ***** ankle boots with a regular price of $175 from Hudson's Bay Metrotown, with the intention of wearing them for a business function. The night of the function, I wore the boots for approximately seven hours, from the time that I left my condo until I returned. With the exception of the time that I spent walking from my car to the function and back to my car, I was indoors the entire time, almost exclusively seated. When I took got home and took the boots off, I saw that a large section of the leather had peeled on the top of one of the boots. When I looked more closely, I saw that the other boot had peeled as well. The covering on the heels had also begun to peel. On December 18, 2024, I took the boots back to the store for a refund because of the defective material. A man was called to the customer service desk for me to speak to. He said that since I had worn them outside, he would not do a refund. I pointed out to him that I had done nothing to cause the damage, that I had purchased to them to wear, and that the problem was the defective material. He then said that since he couldn't put them back out for sale, he wouldn't do the refund. He did offer a "small" discount, (he didn't specify an amount). After a lengthy argument, he said that if I wanted the discount, it had to be done that day and had to be another pair of shoes. I told him that given the quality of shoes that I had purchased, I didn't want another. He refused to help further. * ****** ** ******* *** **** ****** *** *** ********* ** *** *** ****** ** ******** ******** **** ******* ***** ***** ** *** ******* *** *** ******** ** *** ****** ******* *** ******** **** * *** ************ **** *** **** **** * ********** **** ** *** ****** ******** ***** * **** ***** ****** ** ***** * **** ***** ** *** ****** ** *** ***** ** * *** ******* **** ********** * *** **** ***** *** ** ****** ****** ** ***** ******** **** ** ******** ******* **** ***** *********

  Business response

  06/02/2024

  Hello,

  We sent this to the store and they have advised us they are issuing the customer a refund for the item. 

  Regards,

   

• Initial Complaint

  20/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We complained about this mattress almost immediately after it arrived...we are both not able to sleep in this bed anymore, our shoulders, back, neck and arms and even our knees are hurting because of how soft the bed has become, and that there is a big lump in the middle of the mattress with both sides collapsed… The frame is brand new from **** ******, it is a solid wood frame w/slats and middle support. We only wanted to buy the mattress from The Bay, but we had to buy the box springs so we could get the extended warranty, now we wish we didn’t buy it at all because we feel like we have been ******* by the company. Just so you know ??, we are both normal sized, healthy people and we have had king size beds before, our last one we bought from ***** lasted over 10 years, we are so disappointed that this bed has failed us and cannot believe the bad customer service we have experienced. It took the bay months to get a 'technician' to come and take pictures of the mattress, and when she came, she got us to lift the mattress off of the frame then put it down BEFORE she took the unscientific measurements of the collapsed mattress...which was a cd size disk on a stick put on the bed with a string across the mattress with little weights on each end holding the string while she measured the distance between the two, which was ridiculous, this unscientific 'made up' measurement showed nothing and resulted in us being denied a replacement! We have attempted 2x now to have a manager call us back, no one has called, and no one answers the phone when we try to call the department at the bay. We will never buy a mattress from The bay every again.

  Business response

  20/12/2023

  Hello Mr. **********,
  
  This email is in regards to order *********.  First and foremost, we would like to express our sincere apologies for any inconvenience you may have experienced with your recent mattress purchase. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter in a fair and satisfactory manner.
  
  Upon reviewing your case, we have noted that the depression on your mattress measures 3/4" on the left and 1/2" on the right. While we understand the concern you've raised, our investigation reveals that, according to the manufacturer's warranty, a defect must exhibit a depression of at least 1 1/2 inches to qualify for a return, exchange, or refund. Unfortunately, the observed depressions fall short of this criterion.
  
  Additionally, we must bring to your attention that the mattress appears to have stains. As per the manufacturer's warranty, mattresses with stains are not eligible for return, exchange, or refund. This condition is explicitly stated in the warranty terms, and we regret to inform you that we are unable to process your request under these circumstances.
  
  We understand the disappointment and frustration this may cause, and we genuinely apologize for any inconvenience. While we are unable to facilitate a return or exchange based on the current warranty guidelines, we are committed to ensuring your satisfaction.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST.
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  22/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  the mark on the mattress wiped away, and if the person whom took the pictures would have pointed it out to us, we would have wiped it then, it was not soiled.  ** **** ******** *** ****** *** ***** **** ***** *** **** *****.  The measurements that the person took are not accurate, you can see in the pictures how much both sides of the mattress have depleted. 
  
  Sincerely,
  
  *** * ****** **********

  Business response

  05/01/2024

  Hello Mr. **********,
  
  This email is in regards to order *********. We sincerely apologize for any inconvenience and frustration you may have experienced regarding the marks on your mattress. We understand how important it is to have a comfortable and pristine product, and we genuinely appreciate your patience and understanding throughout this process.
  
  We want to assure you that we take your concerns seriously, and we have taken immediate action to address the issue. We have already reached out to the manufacturer to investigate the matter further. We have transmitted the images to the manufacturer, informing them that the marks on the mattress have been cleared, and the mattress was not soiled.
  
  However, we are currently awaiting a detailed response from the manufacturer to provide a comprehensive understanding of the situation. We understand that this delay may be frustrating, and we want to assure you that we are actively working towards a resolution.
  
  Your satisfaction is our top priority, and we are committed to ensuring that you receive a mattress that meets our high-quality standards. As soon as we receive a reply from the manufacturer, we will promptly update you on the steps we plan to take to resolve the issue.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay. Have a great day.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay
  
  

  Customer response

  12/01/2024

  
  Complaint: ********
  Hello there and thank you very much for your last message, we are very appreciative that you are going to help us, we spent a lot of money on this mattress/box springs, and frankly this whole process has taken way too long (almost an entire year!), and we shouldn't have had to go to the BBB to get the customer service that we expected/deserved from The Bay when we purchased this bed AND the extended warranty.  We look forward to your prompt attention.

  Thank you very much for your time,
  *** * ****** **********

  Business response

  17/01/2024

  Hello Mr. **********,
  
  This email is in regards to order *********.We hope this email finds you well. We sincerely appreciate the opportunity you've given us to address the situation and make things right for you.
  
  Currently, we are in communication with the manufacturer to explore the possibility of making an exception to exchange the product for you, even outside the standard warranty guidelines. We understand the importance of resolving this matter promptly, and we are committed to finding a solution that meets your expectations.
  
  Once we receive a response from the manufacturer, we will promptly reach out to you with the next steps. Our goal is to ensure your satisfaction, and we appreciate your patience throughout this process.
  
  Thank you once again for your understanding and trust in our commitment to resolving this matter.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay. Have a great day.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  24/01/2024

  
  Complaint: ********
  
  Hello there and thank you for your message, we are glad you are going to exchange our mattress, however, we do not want the same mattress as it may come with exactly the same problems - we would like to either have a credit, choice of a different mattress of the same value, or a full refund including the extended warranty costs.  We look forward to hearing back from you with one of these choices. 
  Sincerely,
  
  *** * ****** **********

  Business response

  31/01/2024

  Hello Mr. **********,
  
  This email is in regards to order *********. First and foremost, we would like to express our sincere apologies for any inconvenience you may have experienced with your recent mattress purchase. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter in a fair and satisfactory manner.

  We are writing to inform you that we have received your case and that our team is actively working on it. We understand the importance of your situation and want to assure you that we are dedicated to providing the best possible resolution.

  As of now, we have forwarded the depression images to the manufacturer for review. Once we receive any updates, we will get back to you accordingly.

  If you have any other questions or concerns about this email, please do not hesitate to contact our Customer Care Department via email or phone at ###-###-####. We have representatives available to assist you 7 days a week from Monday to Saturday, 8:00 a.m. to 11:59 p.m. EST, and Sunday, 10:00 A.M. to 10:00 P.M. EST.
  
  Thank you for choosing Hudson's Bay.

  
  Simran S 
  Customer Care Representative
  Hudson's Bay

  Customer response

  31/01/2024

  
  Complaint: ********
  
  Hello there again, thank you for your update, this updating that you are still waiting for the response of the manufacturer is taking a very long time...in the meantime, we are still suffering on this collapsed mattress, we bought this from The Bay because we have been customers for many, many years and trusted them...it is very frustrating that we have to spend so much time and energy in sending emails just to get denied, then having to open this case in the BBB and having to wait again and again to hear back from ***** or whomever the manufacturer is that you are referring to.  Today we received a phone call from The Bay and the customer service agent had no knowledge of this BBB case and proceeded to tell us again that our claim is denied, I told her we do not accept that and told her what has been communicated here and she added that to her report and repeatedly apologized for our trouble.  Again, we look forward to either a credit or a replacement of a different mattress as we do not want this same brand as it cannot be trusted for quality.  It is unacceptable that this has taken so long, it has been almost a year now that we have complained about this mattress, from the first week it collapsed.  It is so disruptive to our lives this problem we have had with this $3100 bed and this process of waiting and waiting for 'the manufacturer' to get back to you, so you can get back to us.  It would be very appreciative if you just gave us what we want and need and resolve this.
  
  Sincerely,
  
  *** * ****** **********

  Business response

  06/02/2024

  Hello Mr. **********,
  
  This email is in regards to order *********. 
  
  We would like to inform you that the call you received came directly from the supervisor. We have received confirmation from the manufacturer that your request has been denied. Unfortunately, it does not meet the requirements to be classified as defective according to their guidelines.
  
  We understand how disappointing and frustrating this news can be, and we want to sincerely apologize for any inconvenience or disappointment it may have caused you. Providing exceptional service and ensuring your satisfaction are our top priorities, and we regret that we were unable to meet your expectations in this instance.
  
  Additionally, we apologize for the delay in our response. Your time is valuable to us, and we aim to address your concerns promptly. Please know that we are here to assist you further and explore any alternative options that may be available.
  
  If you have any other questions or concerns, please do not hesitate to contact our Customer Care Department via email or by phone at ###-###-####. We have representatives available to assist you 7 days a week Monday to Saturday, 8:00 A.M. to 11:59 P.M. EST Sunday, 10:00 A.M. to 10:00 P.M. EST
  
  Thank you for choosing Hudson's Bay.
  
  Regards,
  
  Sahil A
  Customer Care Representative
  Hudson's Bay

  Customer response

  09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Sahil A. (Customer care representative, Hudson's Bay);

  In your last correspondence you stated the following;

  1. The manufacturer has denied our claim.  This is something we already know, but does not state what The Bay is willing to do to rectify the issue.  

  2. 'Providing exceptional service and insuring your satisfaction are Hudson's Bay top priority'.  You state that The Bay is unable to meet our expectations, however, in reality you are not meeting your own expectations if exceptional service and customer satisfaction are The Bay's top priority.

  Again, you mention nothing about what The Bay is willing to do to rectify the situation.

  Since we purchased the mattress and warranty from The Bay not the manufacturer, we expect The Bay to rectify this situation as per your letter dated January 5, 2024.

  Please provide details on how The Bay is going to resolve this issue.

  Sincerely,

  Mr. ****** **********

  
  Sincerely,
  
  *** * ****** **********

• Initial Complaint

  15/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order # ********** with Hudson’s Bay on Nov 10, 2023 for seven items. When it got delivered one item was missing-it’s ***** baby boy’s set I purchased for my son. I phoned Customer Service on Monday Nov 13, 2023 to bring this issue to their attention. A Representative assured me this would be looked into and my credit card would be credited for the set’s price at $35.96 plus tax. To my surprise I later received an email from Customer Service declining an approval of my request, reference case number #********* **** **** * *** ******** ** ******** *** *** ***** *** * **** ********* ***** ***** **** ** ********* ** ******** This is the first issue I have encountered *** *** ********* ********** ** ***** * ******** ** *************

  Business response

  15/11/2023

  Hello,

  We have processed the refund for the missing item in the customers order **********. Refund transaction **** **** *** ********, amount $37.76, back to card ending in ***.

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

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

  Regards,

   

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent the following email having been dealing with this issue for the past five weeks! *URGENT: CASE NUMBERS ******** AND #********* I am emailing the only two emails I can locate on The Bay website, for being a Canadian wide company to only have a rewards and customer service line with no continuity of cases is deplorable. I have been unable to use my rewards since attempting to make a purchase on June 20th. I have patiently tried any of the solutions (changing my pin, trying to buy in store, etc.,) over the past five weeks. I have been told that my issue is complex and unclear without being told why that is so. I have $160.32 that is visible to myself and all agents I have spoken to. I deserve an answer as to why I can not use the money I have earned being a loyal Hudson's Bay customer with a Neo HBC *********** This is the worst customer service I have ever experienced. My case is evidently difficult to solve and I would appreciate being in touch with someone from Toronto, Ontario who can resolve this. I am sick of hearing about a "back office team". I would appreciate a prompt response.

  Business response

  01/08/2023

  Hello,

  We already received this from another department the customer escalated the same email to. We issued a $150 Hudson's Bay E gift card and our tech team is working on the issue with her Rewards account.

  Regards,

   

  Customer response

  01/08/2023

  
  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

  28/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 20, 2023 I was looking online at the Bay (www.*** *******) for dresses for a wedding. None of the dresses were available in any of the stores in the greater Toronto area, therefore I assumed that they must be using an online only model, order # **********. The dresses arrived on Monday July 24 in two boxes. I opened the first box and two dresses and realized that on the packing slip it identified my me of the dresses as Final Sale. I looked at the packing slip of the second box to see that two of the three dresses in that box are also final sale, so I have not opened the dresses from their packaging . I don’t think that they can be final sale when they aren’t available to try on in the store. I called the Bay customer service and explained the issue, but they said they couldn’t do anything. When I pushed further for escalation they advised that they could provide an additional 15% discount but that still doesn’t resolve the issue for me. I need to be able to return the dresses and be refunded. The dresses that I did try don’t fit me. The reference number with the Bay on this matter is ********. Thank you.

  Business response

  04/08/2023

  Hello,

  We reviewed this customers order **********, she ordered 6 items, 3 are Final Sale and 3 are not. Unfortunately, Final Sale is what is says Final Sale and they cannot be returned for refund or store credit.

  Yes, out customer service offered the customer a 15% discount on the order as a token of our apology.

  The rules on our Final Sale can be located under our Return Policy:

  Final Sale
  Clearance items purchased in-store or online labelled "final sale;" items with prices ending in $.96; underwear and swimwear (without the hygiene liner); car seats; breast pumps and face coverings are final sale. These are not eligible for a refund, exchange or store credit.

  We apologize for the confusion and inconvenience this may cause.

  Regards,

   

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of gold earrings from Hudson’s bay a few months ago. They turned out to be poor quality and one of their clasps broke off as I was about to wear them. I reached out seeking return or exchange. Bay support was anything but supportive. They said you can send it back and we will investigate. I sent them the earrings and they were returned back to me. I got them just today and when I opened the box, I noticed the broken clasp was missing. A Hudson Bay’s employee lost it and when I reached out to them, in response an employee says ‘try reaching out the manufacturer’ they have no desire to help any clients, no professionalism, and it is shocking to see how low this company has stooped in the past few years.

  Business response

  19/07/2023

  Hello,

  We have issued the customer a full refund for the earrings as a courtesy. The refund is for $133.20 refunded back to card ending in ****, refund transaction number is **** **** *** ********. 

  Please allow 2 to 4 business days for the credit to reflect on the account.

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

  Regards,

   

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Hudson's Bay, I bought a pair of slippers for my uncle for Christmas, but he became ill shortly before Christmas and he passed away. I was not able to give him the slippers as a gift. I was mourning his loss so I was not able to return the slippers back to the store within a short period of time. Could you kindly allow me to return these slippers for a store credit return, by placing the credit on my HBC rewards account. They are in new condition. Thank you kindly for your understanding. ******** ******* ** ********. I would prefer to return to the ******* ******* location please.

  Business response

  25/07/2023

  Hello,

  We are sorry for our customers loss. Unfortunately, as the slippers were purchased in 11/2022, they are not returnable or refundable even for a store credit.

  We sincerely apologize for any inconvenience this may cause our customer.

  Regards,

   

  Customer response

  25/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: This response does not solve my problem. 
  
  Sincerely,
  
  ** ****

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased patio set from the Hudsons bay company (The Bay) by calling them. Was purchased on July 2nd. On July 7th notice the price dropped on their website by an additional 25%. They have a 7 day price adjustment that if anything drops in price they will adjust the price within 7 days. Called on the 7th to take advantage of this. Called and they only adjusted price by 10%. And not 25%. The website clearly says 75% off. And we originally got 50%. We want the full 25% off

  Business response

  19/07/2023

  Hello,

  Below is our price adjustment policy for the customer and BBB to review. 

  Price Adjustments & Exchanges

  Price adjustments will be made within 7 days of purchase, as long as the original receipt is provided and the items weren't purchased on clearance. Clearance merchandise or items sold by Marketplace Sellers are not eligible for price adjustments. If merchandise is returned with an enclosed gift receipt, a refund will be issued on a Hudson’s Bay gift card.

  The items purchased are on clearance and are not eligible for any further discounts. 

  We apologize for the inconvenience this may cause.

  Regards,

   

*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. ↩