"We purchased Furniture over $15,000.00 at The Bay sometimes in September 2017. First we had problems with delivery finally, everything was delivered on Dec22, 2017 and a mattress was picked up on the same day as we were not happy with that. I was promised that when the order will be finished they will compensate for the inconvenience we went through due to the defective products delivered at first place and also, furniture not delivered on promised dates. Till today, have not received the credit for my mattress and any compensation as promised. Spend numerous hours with store managers( as three of them have changed in three months) wrote enough emails , called customer services. No RESULTS. They don't want to give the name of the senior Manager who has the authority as it is against their companies policy. No idea what to do with this. "
"Today the sales associate named Saman at the Park Royal Bay Department Store was handling my business!
She was very curtius, helpful and patient!"
"Tried ordering 2 items online and there was an error message. I emailed to find out what the error code was and was told call and someone in customer service to place order which I did. I re created an account over the phone with a customer service rep found the item codes and again tried to place the order it was then I was told by the person I was speaking with, that his computer was updating and I’d have to call back. He said he would continue to try and place the order. I called again the next day to see if the order was placed and another service rep told me that it had not been placed and one of the items were no longer available. I will never order from them again. Customer service was useless!! If I could give less than 1 star I would!!"
"I ordered an outfit for my son on HBC's website; he was to wear it to his bday party. Fast forward almost 3 weeks (yes thats how long it took to arrive) and the package arrives in my mail. I think - oh finally! I open up the package and it is some RANDOM item that i did NOT order. It is a cheap Osh Kosh hoodie for a 3 month old baby ?? And it is filthy and covered in dirt to boot. The invoice in the box notes the item I DID purchase.
I phoned the Bay extremely irritated. I spent over 1 hour on the phone with customer service and management, and all they repeatedly told me to do was to take it back to a Bay store for a refund... I bought this item online so I could avoid driving 20 minutes to the nearest Bay store!! They then told me in the alternative, mail it back and they will refund me within 3-4 weeks. So let me get this straight - the Bay messes up my order, now I have to inconvenience myself, and take time out of my very busy life, to either to a Canada Post (and wait 4 weeks for a refund thereafter), or drive 20 minutes to a Bay store, and hope they believe my story at the store and issue a refund right away. This is ridiculous - they offered NOTHING in exchange for my time and inconvenience, and refused to issue the refund until the item was received by the Bay.
I dont get whether the imbeciles they hire at their warehouse dont know how to read or what. I buy absolutley everything online from toiletries to groceries to clothes; anytime an online retailer makes a mistake they are quick to rectify the situation. HBC refused to do anything because of their "policy." Get with the times HBC - if you cannot adapt to the online retail industry you are headed in the same direction as SEARS.
I will never shop with HBC again. You have lost my business.
"
"I made a large purchase on Cyber Monday (November), for all me Christmas gifts - I immediately received a confirmation notice. Excited that I could check things off my list so early by being productive (I was SO wrong). After a few weeks of seeing that my tacking ID showed the same location for several days I contacted Customer Service. They let me know that someone would contact me with more information in 5 business days. 5 days later – no phone call, no email. I contacted them again and they let me know this has been escalated to their Customer Excellence Team. 10 business days later – nothing. With Christmas now only a couple of days away I went out and did my shopping during the most inconvenient and hectic time (which I was trying SO hard to avoid). Christmas came and went still nothing – please note that my credit card was charged hours after I placed my order. How nice.
After countless emails, phone calls and my package sitting at Yellowknife for over I week I was told via email that I should receive a refund in 7-10 business days without even an apology for the inconvenience which should just be added to their signature line. No wonder HBC is floundering. They could have had $500 of custom from me, and I would have gladly told friends what a good experience I had shopping on line with them. Instead, I got nothing but frustration and will never again try to purchase anything from them. Take your business anywhere but here!
"
"On phone with Customer Service overseas for 20 minutes and they could not find my order even though it shows on my credit card statement. They asked for my name three times, and the amount of the transaction. I gave address, phone number, date of transaction, HBC credit card number to access account. After 20 minutes of wasted time I asked to be transferred to someone in Canada. No such luck, transferred to a representative in Pennsylvania and after another 15 minutes still no resolution. I was told 'cannot find you in the system'. Not comforting when you have shared personal information with a company and they have no idea who you are. I spend thousands of dollars a year at the Bay, I have a credit card, rewards card since, 1986, and received daily emails of sales...but I am not in the system. Called again tonight, and again, call redirected to the Philippines. When I gave my order number they thought I was 'Elizabeth'. When I said my name is not Elizabeth, the customer service representative insisted I had the order number wrong. Um, no, I don't. If there were 0 stars, it would be too generous."
"Just need to exchange size, the lady tell me without recipe, she charge me 90% stocking charge. Myself I will not buy from Hudson bay. Thanks for her information. "
"I was ordering pj's for myself through the website for the one-day sale, I tried paying online with my gift card and it wouldn't go through. So I called in to get some customer service. The guy I spoke to transferred me after asking me if there was enough balance to pay the total. I told him that I didn't remember using the card and was pretty sure there was a significant balance. He transferred me to gift card balances before trying to help me. So I went through and confirmed there was sufficient funds on the gift card I was trying to use. Then she had to transfer me back to the department I had originally called... after one hour and 20 minutes on the phone, he said he couldn't help me. Promised me a supervisor would call me back within 24-48 hours. I received no calls. I called back a few days later (after the 48 hours) and my order was still not processed. She said she could put it through for the regular price and not the price I was promised would be from the one-day sale. I was so unhappy with the "service", I said forget it, and cancelled the order. Yes, the customer service people apologized for not being able to help me and and for no one calling me back, but I felt like they didn't hear why I was unhappy, and they did nothing to help me. I felt like they were just trained to apologize even if they don't know why the customer is unhappy. I don't shop here and received the gift card from my boss for Christmas. If I could have given zero stars, I would have."
"Wow.
When you place an order during a 1-day online sale... and they e-mail you a week later saying "order not filled" ... and they give you no reason, and no rain check... and the only good news they have is "rest assured, your account will not be charged" (F***ING DUH!!) ....
... you start to get a sense of how this company views its clientele.
And just in time to not be able to order sh## else by Christmas!
"
"Horrible service in Kiehl's. I had bad shopping experience on Dec 17th.
When I came to Kiehl's, there were 2-3 girls stand there, and kept talking. Actually, they saw me, but they ignored me. So, what I did was wait for them to finish their talking. I even confused are they work in Kiehl's, or they are also customers. Finally, a girl gave me a very rude facial expression like, I was bothering her. She said I am in the break. I hated that face and tone. Actually, I did not know she was in the lunch time. It was not obvious. I think she is supposed to have polite manner even if she was in lunch time. Otherwise, she did not care customers. For me, if I am in break, I will tell my customer I gonna have someone else help him/ her with nice attitude. That is basic manner, not because of your job. I felt so angry. Anyway, I WONT shop in STC Kiehl's."
"Tried the watch repair service. I was told over the phone that they would be able to change the battery in my Tissot T-touch watch. I asked twice as I had been to another jewelry store who stated they had to send it to Tissot and the cost would be $150. They assured me it would be $45 and an two weeks. If there would be any additional costs, they would call with a quote. I dropped off the watch Nov. 21st and heard nothing back for over 3 weeks. After unsuccessfully trying to get through to the Bay, I contacted the Time Shop who informed me they sent it away to Tissot as they could not do the job and the cost was $250... ludicrous. I told them to not do a thing and send it back immediately. They informed me, since they sent it to Tissot (without my permission), I wouldn’t be getting it back until the new year! A month and a half and no watch and no battery change. The Bay is a joke and so is the Time Shop. I’m still waiting for the reply from the Bay, from the email I sent them earlier this week about my experience."
"Third world countries' service is even better than this.
I am very disappointed about the online shopping experience. I purchased online twice, but both times have problems. The first time, they sent the wrong product (on black Friday sale). The second time, one piece is missing(on cyber Monday sale). Their only solution is asking me to drive to the store and return and get the refund. It never occurred to them that I shopped online so I didn't need to go to the store? It is very annoying, instead of going back to store, I wanted my missing part of the product, I wanted the thing I bought was correct. I don't want to drive all the way to the store. If it was a gift and I sent directly to my friend? The gift was either wrong or missing a part. What the receiver would think? Something serious wrong with the warehouse there, before they ship things to the customers, they seemed never check. A big company like the Bay, I don't feel they treat the customers seriously. I am extremely disappointed. "
"I made a large purchase on black Friday, and immediately received a confirmation notice. That night, just as I was about to fly out of town for a holiday, I received an email (which had many grammar errors and broken links) saying my order had been cancelled. Given that it was the same 800 phone number as was given in the original order, I assumed it was indeed HBC and called. After being put on hold for 15 minutes, I spoke with a customer service representative whose native language was not English. He informed me that the reason for the cancellation was that my credit card had been refused.
I immediately went back on the website and reordered the items using my husband's credit card. We immediately received a confirmation, but again, one day later, another poorly written email arrived telling us the order had been cancelled. Both my husband and I called our credit card companies, who assured us that the problem was not with our cards.
When I returned to Canada a week later I called customer service again. After another 15 minute hold I spoke with another person who was clearly at a call centre outside of north america. She apologized and told me that the problem had not been with our credit cards, but rather that their security needed to verify that we had actually made the order before it could be processed. She asked if we had received a call from their security firm, which we had not.
At first, she said she would resubmit the order, but then found that the items were all sold out (this was, of course, 10 days later). As such, she informed me that my order could not be reprocessed.
When I expressed my frustration at the process and asked with whom I could speak, she said that she was the only one. I said I was annoyed that the items had been in stock 10 days earlier and if the original call centre person had told me that the problem was one of verification I could have easily verified my identity. Instead, I was told an untruth about the reason for the cancelled order. I asked if I could speak with someone to discuss how this process had gone so wrong and she said she was it. No one else. No name of the head of customer services, HBC exec, nothing.
No wonder HBC is floundering. They could have had $500 of custom from me, and I would have gladly told friends what a good experience I had shopping on line with them. Instead, I got nothing but frustration and will never again try to purchase anything from them. Take your business anywhere but here!"
"I ordered several items on Black Friday. I received a confirmation of my orders followed by an email the next day that my order was cancelled. Perplexed I called customer service to ask why my orders were cancelled and they told me that my credit card would not approve the transaction. I than called BMO MasterCard to ask why they declined my order. They told me that they approved the order and that they have not withdrawn the funds. I than called back HBC customer service with the authorize transaction number and there reply was well there’s something wrong with your card....ughhhh!! Two hours picking items..2 hours to talk to customer service with no resolution!
So I called back again to re-try with another agent. We decided to just re-order the same items again... Guess what?! Order cancelled again.
Today I tried for the third time with a different credit card. Spent 3 long hours of my life which I will never get back to be told ..”I’m sorry we are on a new system this has never happened before. Unfortunately I can’t process your order”. WTF.. a large company like this and you can’t sort this out. Imagine how much lost revenue you must have. To boot...there call Centre is in the Philippines with reps that don’t understand proper English. I repeated myself repeatedly... horrible experience
Thanks HBC for wasting my time!!!"
"After ordering online from The Bay I had received some of the order, while majority of it was lost in transit. After contacting the Bay through email (which was never replied to) I contacted via telephone, a refund was issued and I thought that was the end of it. About a month later that refund was withdrawn from my bank account by Hudson's Bay because they believed they issued the refund twice - which they did not and they took a large sum of money from my account for this. A sum that would take days to get back after sorting out with The Bay's terrible customer service.
My assumption is that this was looked into twice, once from the email and once from my phone conversation. However, only one refund was processed while the company believed that two were processed at which point they withdrew the funds from my account. Because this is not the case I'd say the Bay's lack of communication with customers and overall poor customer service is to blame.
Moreover when I emailed about tax exemption the before the order was lost I was not helped. When I called the customer service representative had no idea what I was even talking about even though it is clearly outlined in the Bay's FAQ on their website.
I had placed the order in September 2017, and am still dealing with it in December 2017. Safe yourself the grief and just don't order. "