"Every experience I have had with Hudson's Bay Online has been disappointing. some examples, waiting over an hour on the phone for service to be told 'Didn't you read our website".... well lady... i wouldn't be calling if I had figured it out off of the webpage...
Packaging is VERY POORLY DONEE. I ordered a bunch of stuff during the black friday sale, I got sweaters packed in large boxes and watches thrown in a plastic bag... so the fossil cases we all damages... luckly the actual watches were fine. Overall very wasteful.
The sales are ridiculously scheduled. Poorly labeled, no notice of upcoming sales.
I understand Hudson's Bay doesn't need to be polite or considerate of their customers to have them, they will always have clients. That being said, the old school saying still goes, customers are always right. And even if the client is wrong, at least be professional and kind.
But when a company is known for having EXTREMELY poor customer service, they usually make an effort to improve their errors. While on the other hand, HBC thinks they are above that, and customers must bend over backwards for them to even purchase a product.
Nothing good to say about HBC.. I hope they change their ways soon."
"I read many of the reviews below and totally agree with them. When you call customer service you are speaking with people in the Philippines and with no disrespect they have no idea what they are talking about. Part of my order was cancelled - don't know why they show it in lone if its not there; and then I received and e-mail stating that I would be charged for the individual shipping as the rest of the order is coming separately. The shipping was supposed to be free and when I called one person said yes you will be charged, that's after repeating and repeating something that had no relevance to my question. I demanded a manager who wasn't much better. Decided no more on-line shopping with the Bay and I also see that nobody has received a response from the Bay on these issues. That itself tells me they don't give a ****. by the way you only speak to someone in Canada if you speak French.. REALLY! "
"I've been shopping online for years, using various site's from over the world. I have to say that this company is totally inept in all facets of its online business that I've had the misfortune to interact with. Not one item in stock; order cancelled; then still billed: then wasting my time chasing up various lines of enquiry to sort the mess they created out. I would suggest to anyone thinking of using their site; go somewhere else. Cheers Peter."
"Placed an online order November 6. Order never arrives. Received an email saying my items were returned and should get a refund within so many business days. Never received a refund. Tried to call their customer service line. Waited on hold for 30 minutes and then the line disconnected. Sent an email, no response. By mid-December I called my bank to dispute the charge. Lo and behold, I receive a refund two days later--but it's not for the full amount. So the entire story is repeated."
"i ORDERED A DUVET AND COVER FROM THE hUDSON bAY ON LINE. The Duvet I got and the cover I did not. When I called the customer service number the operator on the other end of the phone did not understand anything I said to her. I had to explained three times a very simple concept. I received the duvet and not the cover and wanted to know if the items were shipped separate. I asked for a tracking number for the duvet cover and she disconnected the call. This is the worst on line service I have had. Most companies trying to break into this market give excellent customer service. Al;l this after being on hold for 20 minutes. Will not order on line again. Very bad!!!!"
"I bought a cologne gift set for my boyfriend for Christmas. I was excited bc it was in sale and I had been looking everywhere. The next day I get an email that my order has been cancelled due to website error and out of stock. ! Tell me this they still charged me ! I emailed them three times and no response. I called once and they dont listen I'm planning to call again and say that I will open a case with the bank bc my time was wasted and I'm just very disappointed, I expect my money back , I worked hard to get it. "
"Placed an order on December 2 and was supposed to be delivered on December 8. Delivery was missed. After numerous calls to Canada Post, they informed me they never received the package. Placed a call to HBC and they created a case. Was supposed to receive contact within 3-5 days. 2 weeks later they cannot tell me anything other than they are working on it. It's been 4 weeks and I still have not received my order nor do I have any idea when it will be received. They will not let me cancel it either so I am stuck waiting. "
"Boxing week sale, ordered and payed for an item then they just sent you an email "Your Bay Order has been Cancelled, your order was cancelled due to items being out of stock, inventory issues or website error.
After receiving this cancellation email I had just visited their web-site and the same item is still up and available on sale. I think many more of their customers like me will order and get the same service that I just received.
This never happen with Amazon or Simons, how could a big company like Hudson's Bay set up a online sale web-site as bad as this? Take care of your customer(s) and stop doing stupid things like this if you want your customers to do business with HBC again!"
"i ordered 4 shirts 1 winter jacket and a winter boots but only thing i received was 2 shirts , my winter jacket order got cancelled due to out of stock and the winter boots looks like Canada post gets the label but they never given the product to canada post. "
"Thebay.com offers one of the worst shopping experiences you can find online these days. It's amazing that this company in 2016 still can't seem to figure out that a poor shopping experience both online or in store means the customer will go out of their way next time to use a competitor. I'm not sure why they haven't figured this out yet. The frustration with their pathetic customer service has demonstrated that they are only interested in giving you the run around and whi
The Experience Ordering online
Using the ordering process on the website, I tried to order a bag that I had my eye on. It was on sale and the website listed it as available to purchase. Initially, I had some trouble placing an order because the website would take me through the whole process of filling in customer details, shipping info, credit card info and then at the review stage it would state that there wasn't enough inventory. So it was a huge waste of time for me to go through that process and then find out that the website wouldn't take me any further. The next day, the same bag was listed as available to buy. It was a bag I really wanted, so I figured I'd give it another attempt at ordering. This time it let me go through the whole process and even the check out. I was sent an email that they would emailing the product before sending it out. Unfortunately, two days later they told me that the product is out of stock and they won't be sending it. But guess what, that same bag is still on their website.
The Experience dealing with their terrible customer service
I spoke to 2 women in the customer service department and they are polite. The problem is they are also vacant and incapable of answering even the simplest questions. It actually seems as if their call center may be located in a country outside of Canada / North America and therefore fairly detached from the products sold at the Bay, offeringing no real support or help. It was like I was talking to a parrot. I'd start by asking them why they were posting products online to sell if they were not actually available to buy and why the website would allow me to go through the whole process of buying the products, then tell me last minute that it wasn't available. Their responses were always to 1. ignore what I said then ask me the simplest question, like, "Hi, what product are you trying to buy?", "Did you put it in your checkout basket?", "Did you add your credit card details?", then repeat my answer each time I said it - it was mind blowing how bad their phone support is. Just useless. I'd probably get more support from a house cat.
The effect of this experience
I will avoid shopping at the Bay, online or in store because they have failed to provide any sort of positive shopping experience. There are so many great alternatives to the bay right now that I don't have to shop there to get anything. Instead, I can choose another retailer who understands these simple customer services. I will also advice those around me to choose better options, especially those with usable online and phone customer services.
Alternatives to the Bay
Here are some BETTER alternatives to the bay that I will be using and telling people to use instead:
Beauty
- Shoppers Drug Mart Beauty Boutique
- Sephora
- MAC
Home
- Best Buy
- The Brick
- Costco
- Ikea
Clothing
- You can find all their clothing offerings at matched prices at any smaller retailer. They have nothing unique or hard to find, all easy mass produced garments.
How the bay can solve their issues
They need to actually buy a proper online point of sale system or get their warehouse tracking in order. Plenty of companies have gotten themselves together and offer great online shopping experiences. Clubmonaco.com and Bestbuy.ca offer fast, reliable, not confusing shopping experiences.
They also need to properly train their customer service representatives and give them training on how to actually provide information that would help the customer, not overdo the politeness. A polite clueless representative is just as annoying, frustrating and useless as one that's rude.
Never again will I shop at The Bay."
"Horrible experience, ordered only In Stock items, then on the date they should have arrived...in two separate e-mails 5 different items from my order of 8 items was cancelled due to lack of stock right before Christmas. Because I used Paypal, I no longer have the money...the refund will take forever and I am 5 gifts short right before Christmas. Will never ever use again, not recommended unless you like disappointing your Friends and Family."
"the bay should either drop out of online retail or revamp their website. terrible retailer. i encourage everyone to stop using and comment as much as possible. they will continue with false retail until they are forced to properly advertise and follow thru with orders."
"I ordered a Christmas gift for my wife a pair of boots on December 14, 2016 I checked my email for a shipment confirmation I waited until the 19th as I did not see any update and decided to call customer service. I spoke to Joyce who did her best to check and said she would email a manager in the warehouse and email me back. The following day the 20th I received no email but when I went online my order was listed as "back ordered" so again I call this time the customer service person I spoke to said that back ordered means they are going to cancel my order !!! what backwards system are they using at The Bay ?! so now in panic mode I ask to speak to a manager and all she could do was give me 15% off ! I told her to refund my order asap ! and I will never do business with the Hudsons Bay again. I went to Nordstroms in Vancouver and bought her a pair cost me more but at least I know I'm dealing with a company that knows what they are doing. Buyer Beware in dealing with the Bay online !"
"I try to be loyal to a Canadian company but ordering anything online is always a nightmare. There are many glitches in the system and it feels like it's 1996. Sometimes I succeed but most times I move on to another retailer. It's too frustrating. I tried calling a few times and just got rude people on the phone who simply don't care. I predict The Bay will go bankrupt soon, more and more people are choosing to shop online and with the competition out there, The Bay will simply fail. "
"I've never shopped online with the Bay before, and never will again.
1) December 7: Trying to order my daughter a dress to wear in 2 days. Online dress said $65, and on sale for $39. When going to cart, the dress showed on sale for $39, however it was still charging $65 plus tax and shipping.
2) Called 800 number to do it that way, and she managed to make the price work on their end.
3) Paid $20 for Next Day Delivery.
4) No email confirmation.
5) Still hasn't come (December 15 end of day).
6) Cannot find out order status online by using the order number and postal code even though I have verified my information is perfect.
7) I called December 8 to see the status, is it coming on time, and they said no, it's not, but should be there the following day (December 9). They created a case file to refund my $20 next day delivery fee and said they would be calling me early next week about it (no call came, and no refund yet).
8) Called December 15 4pm and she said the dress has just been "released" from their warehouse waiting for pick up. She asked me if the dress was on sale, and that that is the reason it can get delayed. WHAT?!
9) She told me to call back tomorrow to see if it's been shipped yet. Keep in mind you are on hold a minimum of 15 minutes to begin with (sometimes longer) then with the call itself I've been on the phone for 45 minutes. Since I've been disconnected a few times now, the first thing I tell them is to take down my name and number and call me back if we get disconnected (highly suggested!!!)
I forgot to mention, I've emailed them 3 times, and have never received a response. (sent to ****@****)
I have bought pretty much every single Christmas gift this year online, and these dinosaurs have NO IDEA what they are doing. It's quite insane, and a very painful experience.
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