"I would consider myself a client of HBC. I have a small business and thought it might be beneficial to do a Gilt City promotion, since it seemed a bit higher end than Groupon. Things were great, and then they did a fire sale and sold Gilt, and it ruined how I redeem my vouchers which in turn is affecting money owed to me. Once someone finally emailed me back, I was told to send the vouchers via email and they would be redeemed that way. I doubt this will happen correctly. This whole thing is mess. I will never buy or sell with anything linked to the HBC name, and I will find every outlet I can to make some noise and encourage people to steer clear. I can't afford to lose a couple hundred dollars, especially to a million dollar company who can obviously take a $166,000,000 hit and be fine. "

"I am too angry to write about this in detail, so will abbreviate the story. I purchased 4 items online, which were clearly described as "Set of 3". They did not send me the 12 I expected (4 sets of 3), but only 4 individual items arrived. Getting this issue understood by the customer "service" people was my first hurdle, but finally someone did acknowledge that they made an error (on the website), told me to go ahead and use the ones I got and they would send the rest. I then began getting emails about how I had to send the items back (used underwear?) and make a new order and they would give me a discount. I believe I spoke to at least 6 different "service" people over the next 6 weeks and each one of them had no idea how to sort through this mistake. I finally stated that there was only one solution, and that was to send me another 8 items in the 4 colours I had ordered. I was not going to reorder anything, nor was I going to return used undies, unless they insisted. I called them or emailed at least once weekly, and finally after 6+ weeks and no further ahead, I insisted on speaking to a manager. No surprise, the supervisors were all very busy and were not answering. One young lady finally said she would have the supervisor call me and promised it would be before the end of the day. No call, and now I am again on hold and have been for the past hour while they mess around trying to get someone in authority to speak with me. I am certain this must all be a scam and will report it as such, since there is no way to get any higher on the phone or by email than this junior CS person. The worst part for me is that when HBC was a Canadian company, the only bad experience I ever had was with a delivery, after they stopped doing their own deliveries and outsourced the delivery function. What a huge disappointment that our flagship company, in place for centuries, has turned into a dishonest business which treats customers so poorly.

Just to be complete, I finally got to speak with a supervisor and he has agreed to send me the missing items right away at no charge. The amount of time I had to spend to get to this result is totally unacceptable. Interestingly the CS reps are almost all Philippino, which I am sure is a strategic move by HBC because the Ph culture is so kind and friendly and never gets angry. So they get all the abuse caused by HBC bad policies and never complain. Yikes."

"They always seem to cancel my order with no reason given. It's like, why even bother selling online if you're just going to cancel every order? And as for my in store experience, the place is always disorganized, unfolded clothes everywhere covered in some other lady's makeup, and full priced 80$ tops are on a "up to 70% off" rack. It is beyond frustrating. Hudsons Bay get your crap together. You are failing miserably. "

"Ordered two Newport outdoor chairs, delivery was to have been 5 days ago. The order was taken by a U.S. individual who had no sense of geography. That took some work. When the email order receipt was received my phone number was wrong. That took four phone calls to correct. When the order did not arrive on the designated day, it took three different departments to find the order number; they then advised the order would come to the mainland not Vancouver Island where we live and from where we ordered. That was supposedly corrected. Called the 1-888 number again today as we had not received a call that the order was in. That took four more operator transfers only to be told the order was sitting in quote, “somewhere called Richmond”, which of course is the mainland. I advised the operator the chairs were to come to Vancouver Island and she said there was no pick up point here. Wrong of course. Called Richmond and the individual advised that the order had been sitting on Vancouver Island for five days. She was perturbed that once again the American call centre had ‘screwed up.’ Drove to the Nanaimo depot ( pronounced No-nee-mo by American call centre) and me t a great warehouse guy who relayed his own frustrations with similar American misinformation issues.
Except for this rant, there is of course no recourse or rebate for the time I took to track down our order.
We choose to buy Canadian for obvious reasons. Time to take the Canadian Beaver off the Bay logo; the service totally discredits the little guy. "

"Matress to be delivered Saturday the 9th of June in Gatineau never came in!
We only received a bunch of "sorry" but no new delivery date.
It's easy to predict that Hudson's Bay will soon go out of business. Store was empty when we paid the matress."

"I shop the Bay online as there are no department stores near me. The delivery is prompt and correct. However, returns are a NIGHTMARE!!! Every single time I return an item I have to FIGHT with them to get my full refund. The first time it took more than 30 days after the original email stating that they had received and processed my return (they claimed mastercard lost the refund (???)). The next time I received the confirmation of return email and LESS THAN HALF of the refund owing via PayPal. When I called after a week of waiting to see if the remainder would appear I was told it had been processed and I should wait. Oh, and there are no supervisors or managers that I could speak to. I emailed the company looking for the refund and no response. If you like having no product and no refund than shop thebay.com. Otherwise, shop anywhere BUT thebay.com."

"Never shopping at the bay again! I ordered a pair of shoes online and they never arrived. I contacted customer service and they said the package got damaged on the way and now they are out of stock so they will issue me a refund. I patiently waited almost a month and nothing. After several update attempts with customer service I still have no shoes and no refund almost two months later! "

"I was looking for a shower gift from the Bay's registry. Tried to order it on line. I did not want it shipped I was going to have someone local pick it up for me. First problem: After two days and 5 calls I got a call back. Second problem: I did not have the registry number but knew the names of bride and groom. I was told there was no registry for that person even though I had it up on my computer. Finally she found it and I explained I wanted to purchase a box of 4 champagne glasses, pay for it with my credit card and have my son pick it up. Third problem: I was told I could not do this I had to come in with my credit card, seems a little unreasonable to me as that means every guest must come into the Bay store to purchase a gift. When I told her I was disgusted with this plan and I was cancelling my Hudson Bay credit card. Her story changed and said if I was ordering on a Hudson Bay Master card she could do it. I proceeded with the order. Problem Four: A few days later I went back to the registry and found my purchase had not been taken off and there were still 2 boxes of champagne glasses available. I then called back to the store to request that it should be marked as only 1 box still needed. She informed me she would take care of it. Today I thought I would check and guess what I was able to go in and order 2 boxes even though 1 had been purchased!
I have given up dealing with the insane system and will explain to the bride and her mother my difficulties with The Bay. If I know of anyone else getting married in the future I would direct them to register with Bed Bath and Beyond!"

"The Bay used to be a dependable and trusted store, for about 350 years. Now the service is very poor. My experience today was either a shy and unhelpful sales person or a pushy saleslady who clearly wanted her commission for my sale. She demanded I hand over all the garments I was choosing from so she could put them in a fitting room. Then when I was ready to try them on the room was assigned to someone else with my clothes inside. Professional salespeople could turn their business around. If I wanted disinterested and unhelpful I'd just shop online. "

"I ordered on line for in store pick up.1st mistake. Item said in stock online. The customer service tells me it is not in stock 3 days later. Now the money I paid is on hold and will not be returned for 30 days. I phone to try to have the funds released with no luck. The money was taken in seconds. Forever to return. I will be making more reviews but it seems like everyone already know that The Bay is terrible."

"I recently made a purchase through HBC's online website. Although I tracked the delivery online, it did not deliver as indicated.
Here is the history of my communications with HBC:
April 13th - I contacted HBC of the missing package by phone and was told HBC will not action anything for 5-7 business days
April 13th - I called Canada Post who informed me that they can open a case but they need HBC to initiate the investigation as HBC is the sender, and they would need 5 business days to complete the investigation
April 13th - I emailed HBC my issue since the phone conversation was no help
April 14th - received HBC's email response (from Jules) with NO NEW INFORMATION
April 15th - I responded to HBC that I am NOT satisfied and would like my order cancelled and complaint escalated
April 16th - received HBC email (from Cheryl) that this is now with the Service Excellence team and it will take 5-7 business days
April 16th - I responded to HBC and reiterated that I am NOT satisfied and would like my order cancelled and money refunded
April 16th - received HBC email (from Emerald) that this has be escalated to management
April 17th - I responded mentioning that I hope to hear from management
April 17th - received HBC email (from Rochille) that HBC needs 5-7 business days
April 17th - I responded that HBC has still not given me any new information and it seems the response that this is with management was false information
April 17th - received HBC email (from Jillian) that HBC is experiencing a higher than normal case volume
I am tired of these templated emails all giving me no additional information on a resolution. I have received generic/templated emails from Jules, Cheryl, Emerald, Rochile, and now Jillian with no helpful information that a resolution is being investigated. HBC has my payment, I do not have my purchase, I have wasted 10-15 minutes on hold the first time I called HBC customer service line (which provided no resolution or action), plus I have now wasted much of my time with these frustrating and useless emails.
HBC refuses to expedite a resolution (no other online shopping retailer has ever NOT addressed a customer complaint immediately in my experience)
HBC refuses to expedite to management after NUMEROUS requests
HBC continues to send me templated emails with the latest one giving me an excuse that they are experiencing higher than normal case volume. To which I am NOT SURPRISED!"

" After days of talking with the sales representatives at The Hudson’s Bay the salesperson sold me on what I thought was the perfect couch. Little did I know that I would have to deal with the worst delivery service in the world. After five failed attempts in delivery for a variety of nonsensical reasons, I did not end up getting the mechanics that I paid $3K for. Every time, they were scheduled to deliver, I had to keep calling and following up to see if the item was actually on its way. Majority of the time there was some sort of error on their part, and after three months of sitting in an empty apartment with no furniture, I finally got really fed up and demanded delivery of the items. Finally, the fifth time they showed up, (not at the time or day they promised), they decided that it was not something they could carry up the stairs, even though I had told them from the very beginning that is what they would need to do in order to get it to my apartment. Despite the fact that the sales person and delivery service had agreed that they would carry it up the stairs, they refused to deliver, and I was left with no couch yet again. They wouldn’t even compensate me for all this which included 75 hours of my time utterly wasted, energy in following up and waiting on hold with their call centres, the fact that I had no furniture for months, or the fact that they couldn’t give me the product I wanted. That is truly taking advantage of an innocent person. I would NEVER suggest the Bay based on this service to anyone. "

"I am absolutely fed up with The Bay and the HBC credit card. I placed an order, and filled out my address which The Bay says "Did u mean blah blah as your address?" ...NO I MEANT WHAT I PUT, MY ADDRESS WHERE I LIVE!!. Anyway, get to payment, added HBC card info etc, clicked to pay and get an "error processing payment" Please try again. I tried again but chose the address The Bay wanted (They wanted "townhouses" in front of my address)...Like really??? so a person living in a house which isn't a town, do they put "Houses" then their address??, how STUPID!!. Let's continue anyway, so I chose THAT address and bam, same ERROR again...Now I get on the phone, they couldn't even do it on the phone!!. They says my local store has what I want if I wanted to go there. I decided to go there and yes they had the items so I thought great lets pay....DECLINED!!! what the $#@#...Called credit card, what is going on???, your limit is almost maxed....what?!! I have not even used the card it is all clear.. No I see multiple purchases from the bay....WHAT ARE YOU TALKING ABOUT, NOTHING WENT THROUGH!!!!. Well 2 hrs later I still got no answer to why payments had been put onto the credit card when the orders all gave an error even when I called and they tried. This is the worst company to deal with and for sure the worst credit card with the worst website which shows NOTHING but your balance!!!."

"I ordered a gift using the HBC Bridal Registry and received an email saying that my credit card had been charged and the gift sent. I then picked up a voice mail left a few days earlier by HBC stating that the gift selected was out of stock. I called to find out which message was correct and was told that HBC had charged my credit card and sent a gift card to the Bride without my permission - because “that is what we do”. When I complained I was told it was my fault for not having responded earlier tot he phone message (I was out of the country). After some back and forth the best they could do was to contact the Bride to claw back the gift card and refund my credit card “in a couple of days”. What a mess. Not the type of service I expect."

"Got a belt expected to be genuine leather but what I got was 100% polyurethane. I returned the item and expected a refund. However, a month and a half later I still haven't gotten the refund. After a few hours on the call, they promised that they will fix it. A month later, still nothing and called them again. They said that I need to contact my bank myself to figure it out and refused to provide assistance. The worst customer service I have ever encountered."