"My La Baie Master Card was canceled without sending me any notification.

I am 15 years La Baie loyal customer. I bought 99% of my belongings from your store.

THIS IS THE WAY YOU TREAT YOUR LOYAL CUSTOMERS?

"

"Free Shipping sounded great, so I placed a huge order for my daughter's birthday.
Then the receipt is emailed to me 5 minutes after I place the order with 202.50 of shipping on it - plus tax!
Okaaaaay. I call and inquire, they promise to fix it, and say it will ship in the morning (I ordered on a Sunday afternoon). Cool.
The next morning I have a message asking me to confirm the order or they will cancel it! Weird, but okay.
I call. No one answers. I call again. No one answers. I leave a very clear message with my name, phone number, and order number. I say I am calling to confirm and welcome a call back.
Three hours go by, and I get an email saying it's cancelled. WTF......
I email to the customer service dept. - what the hell, send me my order!
The next day I call to ask again, has it shipped - when will it be here?
They tell me the order's still cancelled. Wow, okay, so they just ignore emails to the customer service department.
Alright, let's re-order then!
Three days later now, has it shipped? No, sorry they tell me, insufficient funds! So I check my card - sure enough there are no funds left - they've used them up billing me for the original cancelled order that they never bothered sending!
Still waiting to get either some goods or my money back...
Apparently they don't actually WANT anybody to order anything from them - so I'd recommend shopping ANYWHERE else!

HANDS DOWN THE WORST CUSTOMER SERVICE AND ONLINE ORDERING EXPERIENCE I HAVE EVER HAD!!!!!"

"Sent a long detail about their horrible customer service and lack of professionalism via email. Also mentioned how I already got the product from different company and will never buy things from them. Got a reply from Kyle Leyson saying they didn't find any information on why order was cancelled and that I should check my financial institution to release funds. Basically they just ignored everything I wrote and sent their standard email basically blaming it on me.
P.S My bank has never rejected my card and I have made much more expensive purchases before without any issues"

"made online purchase and ever receive the item, called for a refund, only got half, told that the other half will be refund after 10 business days, after 10 business days, nothing, called back again, was told that it takes 30 business days for the other half, after another 20 business days, nothing, called back again, got hang up, called again, got hang up"

"THIS IS WHAT HAPPENED:

--- Original Message ---
From: xxxxxxx
Received: 3/18/19 3:19:08 PM EDT
To: ****@****
Subject: Adjustment

Order #1102473728, Zoltan-X jogger pants. Over the past month I have attempted to purchase this item at half price TWICE. Each time your site stated limited stock. Both times I received an advisory, hours later, that you were sold out. A week ago this item appeared again at $76.30. At that point I thought it was peculiar that now it was back in stock. I reordered again. Today I received the pant with the price sticker attached, ORIG $109.00 SAVE 50 percent NOW $54.50. It appears that The Bay was never out of stock. Please credit to my HBC account the difference of $21.80 plus tax.
Thank you,
xxxxxx

HBC:

On 3/19/2019 12:39 PM, Hudson's Bay Customer Service wrote:

> Hello xxxxx, (I was addressed by my first name)
> Thank you for contacting Hudson’s Bay.
> We apologize for the inconvenience caused. May you send a picture of the price tag showing that price? We will be more than happy to check if we can do an adjustment.
> Please contact our Customer Care Department via email or by phone at 1-***-***-**** (option 1) if we can be of further assistance to you.

> Thank you for shopping with Hudson's Bay.
Sincerely,
Lylan Claire Paradiang
Customer Care Center Associate

THEN I WROTE:
Madam,
I have provided an attachment for your perusal that demonstrates my claim.
It appears that The Bay has been dishonest in regards to this sale.
Furthermore, it appears that The Bay has been cavalier in doubting the word of a customer, for a mere adjustment, and as a result did not consider the consequences of said display of negligence in regards to customer service.
Over a period of time, a year or so ago, I had purchased in excess of $5000.00 worth of clothing on line at The Bay. I had just started purchasing again and noted that the records of my prior sales had disappeared.
As a result of this experience I shall refrain for considering any further purchases at The Bay.
Be advised in no uncertain terms of the following steps that you are required to take at this point in time:
(1) Forward this file, without delay, to a senior supervisor.
(2) Provide me, without delay, a postage paid sticker to RETURN this product for a credit to my account.
Mr. xxxxxx

CC:
Kerry Mader
Chief Business Operations Officer

HBC:

On 3/20/2019 8:42 PM, Hudson's Bay Customer Service wrote:

> Hello xxxxx, (uses my first name again)
> Thank you for contacting Hudson's Bay.
> Your order ***-***-**** has been submitted to our Service Excellence team to request a price adjustment credit. Please allow approximately 14 to 21 business days for your case 640403 to be processed, and you will receive an email confirmation upon completion.
> 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-***-***-**** [Call: 1-***-***-****] .
> Sincerely,
> Chris Quijano
> Customer Care Center Associate

I WROTE:
BE ADVISED:

Mr Quijano,
You are to address me as Mr. xxxxxx
It is apparent that this customer service is being handled OFFSHORE.
This is an example of what happens when the Bay does not handle customer service within our own country of Canada.
I require a postage paid sticker to return the product for credit to my account as already stated in my previous email. I have stated quite clearly that I do not want a credit at this point in time.
(1) Forward this file, without delay, to a senior supervisor.
(2) Provide me, without delay, a postage paid sticker to RETURN this product for a credit to my account.

Mr. xxxxxx
CC:
Kerry Mader
Chief Business Operations Officer
___________________________________
Every time you contact HBC OFFSHORE a survey letter is created. I have filled out three surveys to date, with ZERO STARS, directing whomever, to the file. Nothing happens. Today I called HBC offshore, (the Philippines), gave them the order number and asked for a supervisor. Person stated, what do you want a supervisor for. I asked again to be connected to a supervisor then the person HUNG UP THE PHONE! I have been buying from the HBC since 1950 and have noted over the years the DECLINE of said company. I will no longer purchase at the HBC. This is a BUYER BEWARE! Within days I will be in contact with Kerry Mader, Chief Business Operations Officer HBC."

"They made a mistake and sent me the wrong pair of eyeglasses. I was charged for return product shipping. Tried to leave a review on the website but they would not publish it. "

"I love the Bay and my latest ordeal really has me shocked and disappointed. I ordered a mini fridge from the bay and for this product they used Purolator Shipping company (horrible experience!) the start it seems that my unit # wasnt updated so Purolator couldnt find my townhouse ans shipped it back to warehouse, then when I requested for a reshipment the fridge was lost, so after almost 2 weeks of investigation I had to call back the bay ans re-order a new fridge and re-pay while they looked into the lost item. Now awaiting fridge again the driver never rang or knocked on our door and instead left a sorry we missed you note and where to pick it up. Following day, requested to have it shipped out and they couldnt do that for me instead I have to take day off to wait for fridge to arrive the following day. All for a mini fridge! Not impressed and never again."

"Terrible customer service. Was scheduled a 10am to 1pm window. I waited as one is suppose to. No phone call, no pre notification during that window. So I called HBC to speak to a customer service agent. He was less than helpful, very insincere, with a underlying tone close to being disrespectful. I asked him for a contact of the local delivery agent to figure out what's going on. Instead he called them (or pretended to call them while I was on hold) and told me I was the next customer on the list. 3 hours later, there was no deliver. Another phone call to HBC to the same agent yielded another stream of unhelpful comments and false promises. Finally, the local delivery truck showed up at 6pm at night, and apparently they were stuck in the snow for 4 hours in a different location. Listen, I know accidents happen. Just COMMUNICATE to your customers! Don't come up with useless excuses/ reasons. Some of us happen to have other important things to do in our lives, and prefer not to wait and wait. If you can't hold up your end of the bargain of delivering within a time window, then don't give the false expectation of a window. Just tell your customers "oh, it could be any time of the day, any moment!". At least I would set my expectations low. I am never, ever going to order anything from HBC from now on. There are better places to go to, and I have better ways to spend my time. "

"Where does one start? So many aspects of trying to purchase an area rug from them have been a nightmare.
I called the online number they provide to order an area rug. I was told that the rug would be non returnable. I said that seems unfair since it was expensive and it is hard to tell if the colours are as seen online. It was a difficult conversation because there was a very obvious language barrier. I was told I could view the rug at a store and they provided an address 4 hours away. Well they did not even carry rugs at that Bay Store. I came home and ordered the rug and I was told it was $75 to ship. I said ok I will think about it. I called back and I was told that I could return the item after all but they dont ship to my area. I contacted customer service and I was told they will ship to my area for $300.
So many different stories . I told them I will get my rug from Wayfair.
Good Luck with competing with other online stores.
"

"I don’t even know where to start.

We ordered a bedroom set from the Scarborough Town Center store. The delivery was scheduled to arrive a month later. We received a delivery notification the day prior but no one showed up. We rescheduled with them for a later date and again we received a call the night before. The next day they failed to arrive during the “guaranteed” window but instead came several hours late. The delivery workers refused to remove their shoes or unpack the items even though that is part of the HBC delivery “contract”. This meant I had to unpack and carry the items from the front porch to the bedroom myself. Also, an item was missing, not a small item, a dresser. They had no idea where it was. I contacted what HBC refers to as customer service. I use that term lightly. They reordered the dresser and promised me compensation for my two missed days of work. The compensation never came. A month and a half later I received a call that my new delivery window was the next day between 8 and 11. Of course they didn’t show up during that time, but I did get a call later that day telling me they were currently at my house. Thankfully I was in the area and made it home quickly. When I mentioned the shoes and unpacking they said they wouldn’t do either so they put the dresser back on the truck and left. Again I contacted “customer service”, they apologized and gave me a new delivery date. Again they didn’t show up at the indicated time. When I called “customer service” a rep named Kye #590570 told me he couldn’t do anything about it and when I asked to speak with his supervisor said, whatever man. His supervisors name was Lynn #995181, she too said it wasn’t their problem because it was a third party delivery service and HBC has no control over them. In other words, a company that HBC has hired to represent them can do whatever they want. I asked to speak with someone from HBC because, as I was told, the customer service people are just a third party contractor also. Lynn #995181 informed me that there was no one from HBC that I could speak to. I presume this is because HBC contracts off all their dirty work. I was passsed on to another supervisor, Crystal #C995160 who told me there was nothing HBC could do about ensuring deliveries because the third party delivery service was out of their control. Let me say that again, the company HBC hires to delivery its packages and provide customer service is completely out of their control. When I asked to speak with someone more senior she said she couldn’t and wouldn’t do anything more and instead told me she was just going to leave me on hold until I hung up. An HBC representative told me they were going to handle my problem by ignoring me and my issues. After she gave me this incredibly and almost unbelievably rude response I called back hoping to speak to someone in their ERA dept. This is the department that handles disgruntled customers and I’m assuming they are extremely busy. The person I spoke with said he sympathized with my situation and would provide compensation. All I had to do was call back after the dresser was delivered and they would sort it out. I had to call them back... so as to beg for compensation after HBC made me miss three days of work. Two and a half hours after my delivery window a truck arrived. The gentlemen were very nice, possibly the only two nice people that work at HBC, and unloaded my missing dresser. Of course the dresser was damaged, probably by the two individuals who refused to take their shoes off and instead threw it back on the truck. Once again I called ERA and spoke with a person named Shaheed. Shaheed proceeded to spend and hour and fifteen minutes evading my request for not only the compensation I was promised but also compensation for the damaged dresser. He offered me fifty dollars off the dresser because as he said, in his words, at least I got it this time. Shaheed then informed me that it was HBC prerogative how it dealt with customers and that the customer was not always right. Actually, he said he deals with customers all the time who arent right so it was his job to “negotiate” a settlement with me, although this negotiation basically consisted of him refusing to give me more then fifty dollars off a late and damaged dresser. He then tried to get me off the phone by claiming he would honour the original ten percent compensation the previous rep offered but would need to see pictures of the damage and that someone else would need to make that decision. Shaheed said, “we’ll credit your account”. The problem is, I don’t have an account. I had to force him to take my credit card number as he was about to hang up. I am positive I will never see this compensation, nor will I receive a response to the picture I sent.

The moral of this ridiculously long story is that HBC is a disaster. Long gone is the proud Canadian company that helped build this country. In its place we have an ignorant, incompetently run machine with the sole purpose of grabbing as much of your money and providing as little in return as humanly possible. "

"Their call centre is located in the Philippines which explains why the customer service is so horrible and ends up taking forever to get them to understand you! No one speaks English, I’ve gotten disconnected so many times, and the courier services they end up picking are SO bad. NEVER ordering online from them again, you’d think being a big department store like Nordstrom or Macy’s they’d have a better online platform and customer service but NOPE. Absolutely horrible. AVOID AT ALL COSTS. Oh and I still haven’t received my package. It’s in Lachine which is 1.5 hrs by public transit from my house. "

"Ordered a 24" washing machine over the Holidays only because they said they had it in stock and could ship it on Jan 22. On Jan 8th , I got a call that it is out of stock and will not ship until Feb 22. I cancelled the order. On Jan 16th they still have not issued a credit to my Visa for the washing machine they could not ship. They say it will be 30 days to cancel the charge.
How can I be charged for an item a company has not even shipped? Why does it take so long to issue a credit. I since bought a different 24" washing machine from Canadian Appliances , picked it up the next day and installed it on Jan 9th. Not a good experience from HBC on large ticket items."

"Several weeks ago (approx. December 1st ) I ordered a couch and was originally told it would be delivered on January 5, 2019. On the 4th I received a text and automated phone call stating my delivery would come the next day. I then received another call that it was not coming. I was told it would come on the 9th, I again received a text and phone call my delivery was confirmed to then receive an email with the wrong delivery address that it was postponed. I called again to be told it would be the 15th now but I am confident that will change too. No apology, nothing "

"Do NOT order from their online website! I placed an order on December 28th and they made me input the wrong postal code (I live in a new condo so clearly they haven’t updated their database). I called back to change my postal code less than an hour after the order was placed. This brings me to 40 minutes on the phone with a rep who said I’d have to cancel my order but the funds could be reapplied to the next order with the correct postal code. Ultimately, I was given misinformation (I’d have to pay again) and ended up being hung up on after I protested. 3 days later I get a requested call back after the horrible customer experience I had had from their supervisor. His resolution? He said that he had sent a “fax” to my bank to have the funds reversed which is extremely odd given that it’s their responsibility to release the funds. Keep in mind that I’ve also had the same bank for 5 years and typically pending charges are released back in less than 24 hours. 4 days later I call again because the funds hadn’t been reversed. I spoke with another rep who says that the authorization has “expired” and it will be in my account by the next day. Friday comes, nothing is in my account. It’s January 6th and I still haven’t been refunded. I called a third time and was told wait until January 11th. I’ve now had to place an investigation with my bank after reading reviews of the same case happening - some people have waited up to 2 months. Bottom line, don’t waste your time or money. The boots didn’t even end up being in stock in the first place. Shop somewhere else."

"Terrible online service. First I had to wait 1 1/2 days to purchase online because they had something wrong with their online service. I get that sites have issues. Then finally I placed an order and it was confirmed then 5 days later it was cancelled from them. So I called they had no reason why it was cancelled. I used two gift cards to help pay the total. Now I have to re wait for those gift cards to come back so that I can re purchase this order.. so now I’m waiting even
Longer for it that’s if they honour the price I got it. They wanted to re charge the entire total to my visa. I said no. Because I wanted the gift cards to pay for most of the total. They literally just sent me the email and they could get my new gift card number. Wtf."