Hudson's BayReviews 235

I will never shop with this company ever again…very bad experiencethey don't deserve even the 1 stars.

They have a bunch of indian customer service who barely speaks ANY english, and keeps transfering the call to another department if they can't deal with your issue. I was transfered in a huge circle, from Capital One to Hudson Bay, then back to Capital One, and then somehow to Neo Financials. Lol Not using any of these three providers in the future. Do not recommend.

I ordered online, return by post is required. There is no instruction after you start the process, I click' begin return process', then nothing, no NEXT, no link to copies for processing. No paper trail for you to ensure the return. Chat they solicit sucks (NO ONE), they send an email and ask you to 'reply to email if you have further questions, but then when you do it says not deliverable! UNbelievable this company of our heritage is poor with customer service. I do NOT RECOMMEND ordering clothing (anything) online from the BAY, it is hostile

Avoid their online store by all means, they have by far the worst delivery process and their support is an absolute catastrophe

DO NOT SHOP AT HBC. Save your time and money by shopping elsewhere. Anywhere else! Bought 2 pairs of boots 2 years ago, both arrived in damaged boxes, and looked as though they had been worn quite a bit. I returned one pair, and was charged a return fee, even though returns were free. It took 6 months to refund my money, as they had deposited my refund into someone else's account.

This February I purchased a seasonal Swatch watch. When it arrived, the gift/storage box it comes in was damaged. I immediately contacted HBC to try and get a new box. After a month of back-and-forth a manager told me the only way to get a new box was to return the watch I had and purchase a new one. She assured me she would personally make sure an undamaged box and watch would be sent. When I expressed my concerns about the refund process, she assured she would personally make sure the refund was deposited into my account. I believed her - my mistake. Instead of a refund, they sent me a gift card. I called repeatedly, sent emails, and filled out their online forms trying to get my refund as promised. When I called, the reps answering refused to let me speak with a manager; despite my numerous requests for a manager to call me back, no one ever did. Email replies constantly said different things. They tried to say I was past the return timeframe, so they would not give me my money back. I wrote lengthy emails explaining the situation, and how a manager told me to return the watch, with the promise of a refund to my original form of payment. I asked to speak with the processing unit to explain the situation, but the phone reps refused. Everything I requested was refused. Any form of help or decent customer service was refused. And to add insult to injury, the second watch also arrived in a damaged box, which HBC refused to acknowledge. What a horrible, horrible store. Never shop there - they are thieves and liars.

*Rating is one star only because I could not put ZERO!

I ordered shapewear from The Hudson's Bay. They delivered the wrong item so I called and they reassured me the item would be correct the next time so I not only gave them the benefit of the doubt and reordered, but still had to pay for the shipping on my first order. The second order arrived with the wrong item again, leaving me to pay for shipping twice on two orders I don't even want. Now (with these gas prices) I have to drive to The Bay to drop off these two packages to get my refund while still having to pay for the shipping of two items I don't want or need. Absolutely awful experience and never will I ever again purchase anything from this company.

I constantly receive letters from The Bay which contain some kinds of special promo codes, however most of the times that I am trying to apply them to my order, they simply do not work. Which is a waste of my time and simply not serious on the part of such a large company as The Bay.
Also, when I failed to receive an order from The Bay which the shipping information listed as "Delivered", I had to write twice to The Bay's customer service, and both times their replies were along the lines of "What is the product that is missing?" - the details which I have included in both my letters - and "Please check the area surrounding your mailbox, around the planters, the patios and with the neighbors" - and this was again simply not serious. It wasn't worth the price of the missing item to waste my time to write to them for the third time, so I just decided to let it go. Very dissatisfied.

Bought an online item from HBC in motivation of getting a free gift. I spent over $150 but didn't get a free gift. Later got an email from them advising me that the free items are sold out. Well I bought the value to earn a free gift HBC should have send me something else instead. Very disappointed

1. Never received online order but refuse to credit because they said an investigation is ongoing with the carrier. The fact that the customers never received their package does not matter!? (there's no logic to how their business is run).
2. The chat support is the worst I ever encountered. Constantly disconnects and have to start all over with a new rep. Every. Single. Time.
3. When I check on the status of the investigation, their reps will tell you that they will forward for an investigation and will take another 7 days! (basically back to square one with zero progress ie. My issue started April 25 and it's now May 10th= that's 7+ days and still didn't get my money back or offered to resend the package).
Based on this, you can see it's truly not worth shopping there because if something like this happens, your stress and frustration level will go through the roof!

I placed an online order and a used underwear was in my box of Calvin Kline underwear. The delivery bag was sealed and the box came opened already so it wasn't the delivery person - I suspect the person who assembled it for delivery took one of the fresh underwear and swamped it with his own dirty used underwear. His underwear was carelessly shoved into the box and he didn't even care to close the lid.

Il n'est pas possible d'échanger un cadeau, soit un item acheté avant les fêtes, pour un problème de grandeur.

I tried using my gift card at TheBay but it doesn't work. It's a Friday, and there is a sale. After an hour on the phone and via chat, I was told that the web site is undergoing "an update" and while that is happening, anytime between 24 to 48 hours, no gift card use is possible. There is no information about this ON THE WEBSITE itself, meaning you have to spend hours just to find out what is happening. I think they probably disable this on purpose, to make more money during busy times and sales.

Ordered perfume on December 10th 2021 and their order handling department sent me men's underwear instead. I followed their return procedure and dropped the package off at the closest Bay store and informed by the manager on site that day that the 'online order' manager would get back to me. They had my ship to address right but the items inside were meant to go somewhere else. I created 2 return processes so far and they keep telling me I should call the store for to settle their own mess. Somewhere along the interaction they will stop responding to you completely unless you restart the process. Didn't know their return procedure is such a total mess and that they can be so incompetent! I never even received a single email from the so called 'online manager'. I assume the 'manager' on site that took my inquiry just threw the box away so she doesn't have to deal with anything about it! From what she was saying, it sounds as if their online order are handled by a totally different department than store orders which make no sense. I work for a company that handles phone, email and online orders and they make sure that all processes are handled the same way regardless of how the order was placed. I've totally lost respect for this company!

I bought (expensive) pyjamas from Hudson Bay, advertised as manufacturer "Black Brown 1826". I purchased these because I had bought the same product six months prior and was satisfied. However, the actual product delivered was labeled "Sterling" not "Black Brown". In addition, I always wash new clothing before wear and after one wash these pyjamas literally fell apart... the interface material used disintegrated. Hudson Bay's response was to advise that they do not accept returns of clothing that has been washed... not surprising if this is their normal quality! They were aparently not concerned that the product delivered was not the same label as the manufacturer advertised. They offered a gift voucher, equivalent to 20% of the cost, for my problems. I will NEVER purchase from Hudson Bay again.

Waiting for a refund for an order made November 29.
Since that time I have lost four people to age and cancer which shows how slow the refund process works.
This once proud Canadian icon gives worse service than a dollar store... my apologies to the dollar stores.
Do not shop here as there are many better options.

Paul

Such a crazy experience... my wife was in the Oakville store in December doing some Christmas shopping and she had a few things to return as well. When she returned the items the cashier asked for her NEO Mastercard so my wife produced it. Only when my wife got home did she realize she had purchased those items with her Am Ex. This happened years ago and The Bay waited a month or two and then sent her a cheque so the account wasn't sitting in an overbalance. This time was very different. The Bay's NEO Mastercard has had almost $500 in a credit balance for 3 months now so we just called to have them send it to us. They refused. We escalated. They refused. They said you have to come into the store and spend that amount of money so your balance reduces to zero. We explained it isn't your money to do that, it is an overbalance of my money and it was due to a cashier error. She should have noticed the original purchase card wasn't the NEO and asked for the Am Ex. So we said we're closing the NEO and foregoing our Hudson's Bay Rewards VIP status, benefits and perks. At no point did they attempt to retain our business. You need to consider this before you head online to buy or drive to a store to shop. The competition in this sector is fierce and there are plenty of other places to go. Buh bye Bay!