HBC.com (Canada) Customer Service Issues

I received Jones New York pajamas as a Christmas gift from my husband who bought them at The Bay in Pointe Claire, Quebec. After carefully following the washing instructions by washing in cold water and tumble drying on low, the pajamas shrunk and no longer fit. When I returned to the store to exchange them, the sales associate declined the return due to them being washed. They directed me to Jones New York's online contact, which was not helpful and led me to HBC support for online purchases only. I now have been given an email address to address my concerns. I have the receipt and am seeking a full refund for the unsatisfactory product.

I visited your New-market store yesterday to return items and was shocked by the process in place. Despite being a loyal HBC cardholder, I was appalled at the treatment of customers, especially seniors like myself, who were forced to wait outside in high temperatures due to social distancing measures. Having only one slow cashier for returns and a staff member controlling entry made me feel humiliated. I spoke to a manager about my concerns and hope you will reconsider your approach during these times. It seems many are returning rather than buying, and having just one cashier may not be sufficient. I expect better service and care for customers, particularly seniors, in the future. Unfortunately, I may not return to the store now but would appreciate an emailed return label for my recent purchase. Sincerely, M. Madsen

Order # [redacted]63 for Lounger, Ashford.CH1903-LG was placed on June 16, [redacted] with a scheduled delivery for July 8th. Despite being informed I would receive a call on July 7th to confirm delivery time, I received no call. On July 8th, when I inquired, HBC stated they couldn't find my item and provided no new delivery time. This lack of communication is unacceptable after waiting for 3 weeks without warning. Adjusting plans to receive the delivery, I was left waiting the whole day without any notification of the change. HBC's actions do not reflect good customer service, especially considering the "Customer Responsibilities" list provided to customers. I expect HBC to promptly resolve this issue. A response today is requested. Thank you, F. Dewar.

Subject: Urgent Order Issue with Hudson’s Bay - Request for Resolution To the Customer Service Team at Hudson's Bay, I am writing to express my extreme disappointment with the recent ordeal I faced regarding my order. On October 3rd, I encountered technical difficulties while attempting to purchase a waffle iron online. After contacting customer support, the order was eventually placed on October 16th, with stock availability confirmed. Despite multiple setbacks such as order cancellations and delays pushing the estimated arrival date from October 21st to October 30th, only the towel portion of my order arrived on October 31st. The status indicated the waffle iron was still pending, labeled "in progress." After reaching out for updates, I received conflicting information. First, an email claimed my order was delivered, then another message stated the waffle iron was discontinued. This experience has been frustrating and time-consuming, leaving me dissatisfied with Hudson's Bay's service. Given the challenges I have faced and the disparity in costs for a replacement product, I believe it is fair to request a store credit from Hudson's Bay to compensate for the inconvenience caused. I appreciate your prompt attention to this matter and hope for a timely resolution. Warm regards, Dorothy T.

Regarding my order # [redacted], I purchased a Maxx Digital Air Fryer Oven via Paybright on November 25, [redacted]. Upon seeing the same item at a lower price shortly thereafter, I decided to order the less expensive fryer. Hudson Bay staff suggested returning the original purchase via the post office for a refund from Paybright. However, I was not informed about the return postage costs, which I am reluctant to cover. I am seeking urgent assistance on this matter. Thank you.

I received an email coupon on November 20, [redacted], offering $20 off a purchase of $50 or more at HBC. Today, I visited the store in Kelowna, BC, attempting to use the coupon. Despite printing the coupon as directed, the clerk had trouble scanning the barcode and entering the code. The manager suggested I pay full price and return later with the coupon and receipt for a refund, leading me to leave empty-handed. Since HBC was acquired by an American company, I've noticed a decline in communication quality. I also received a $10 coupon but am now hesitant to use it. The clerk was very apologetic, but the problem was not her fault. I wish HBC could match Costco's efficiency at the checkout without any issues.

I ordered the teardrop necklace with order number [redacted] on December 22. Initially, it was purchased for $[redacted], then I noticed a sale for $[redacted] two days later, and eventually, on Boxing Day, it was on sale for $[redacted]. I reached out to customer service asking for the Boxing Day price adjustment, which seems reasonable. After contacting multiple customer service representatives, including a lady named Jillian, my package arrived on January 5, but it was the wrong necklace. I returned it the next day using the provided shipping label but was then informed that I would not qualify for free shipping since I returned the item. Despite explaining the situation to a representative in Africa, I was told I needed to pay full price for the correct necklace. Disappointed with the experience, I have decided to stop shopping at The Bay. It is now February 1st, and I am still awaiting my refund. Sincerely, Melody Stansfield.

I have been shopping at The Bay for many years, both in person and online. While I have appreciated the quality, selection, and value of your products, I must bring to your attention some concerns regarding your online service during the covid pandemic. I recently encountered issues signing into my account, and even your customer service department had trouble assisting me. Additionally, the checkout process was not user-friendly, especially when trying to apply discounts. Despite contacting customer service regarding a missing 20% discount on my order (#[redacted]), I have yet to see the price adjustment reflected on my statement. I believe these issues may be driving customers away from your brand during these challenging times. I urge you to address these issues promptly to retain customer loyalty.

Hello, I'm seeking assistance regarding my recent customer service experience with The Bay. I reached out to The Bay's customer service on December 25 about price adjustments for two orders I made on December 19 via online chat. I was advised they would process the adjustments within 15 days. As of February 17, I have yet to receive an update. I contacted customer service twice for information, but they seemed uninformed and unhelpful. Despite numerous emails, the responses lacked details or order references. I'm unsure of my next steps after trying the provided contact methods with no success. I hope you can provide guidance. I'm willing to offer further order details if needed. Thank you, Josee

I have been a customer of The Bay for many years and got their credit card when I moved to Canada in [redacted]. Despite understanding the challenges of the current Pandemic, I ordered an Art Deco Silk Scarf Fraas Orange on May 27 for my niece's special 50th birthday. The online purchasing process was tricky, but Shannon Pandoosi from The Bay assisted me, which I appreciated. The package arrived today from Hudson's Bay, but it contained the wrong scarf, a substitute that was completely different from what I had ordered. I live in Hamilton, Ontario, and noticed the package came from Scarborough. Renata Braithwaite from Scarborough Town Centre helped me resolve the issue and was very kind in her assistance. I was disappointed by the mix-up and hope The Bay will improve its customer service in the future. I was assured by Renata that I could return the item within 30 days once the store reopens. As much as I want to support Canadian businesses like The Bay, I am reconsidering my loyalty due to this experience. - Mary S. [redacted] [redacted]

Last week, I attempted to buy a gift from my niece's wedding registry as a guest, but I encountered a frustrating issue with the city field on the form. It only accepted town names like "[redacted] Mile House" that didn't seem relevant to Ontario or other common city names. After reaching out for help, I got transferred to customer service and unfortunately got disconnected multiple times. Today, I called again, waited for 20 minutes on hold, and eventually hung up due to the long wait. Trying to sign up and log in seemed to be geared towards registry setup, not for guests like me trying to select and pay for a gift. I just want to complete my purchase without unnecessary complications. If the website doesn't want my money, I'm sure my niece would prefer cash instead.

Dear Forum Members, I recently utilized the watch repair service at The Bay in Masonville Mall, located at [redacted] Richmond Street, London, Ontario, for a watch and a clock. Each received a new battery, costing approximately $75 for the watch. While the watch was fine after the battery replacement, the clock continued to malfunction, leading to multiple returns. Unfortunately, the employee handling the returns did not return the receipt, which caused further complications during subsequent visits. Despite providing my Neofinancial statement as proof, the employee declined to assist without the physical receipt, claiming uncertainty about the battery cost. I am seeking a refund for the non-functional clock battery and requesting proper credit for my Bay reward points from my initial Neofinancial card use. Any guidance on resolving this matter would be greatly appreciated. Thank you, Carroll I.

I am looking for clarification regarding the inconsistent application of sales discounts in-store and online. The discrepancy in the order of applying discounts before or after taxes for the same sale is confusing. My attempt to contact customer service was frustrating due to the automated system's complexity and lack of direct options for complaints or issues. When I successfully reached a representative, they were unhelpful. Despite requesting a supervisor callback, I was abruptly disconnected with no follow-up. Attempting to address this in person at a store also proved unsuccessful as the manager was reportedly unavailable. I am willing to share more details to resolve this matter effectively. As I await a response from the company, I have alerted CTV for further assistance. Sincerely, Ms. G.

I purchased a Sam Edelman winter coat online from Hudson’s Bay at the end of last winter. I received it, tried it on, and it fit well, so I decided to keep it. However, as I wore it recently due to the cold weather, I noticed some discomfort in the back. Upon inspecting the coat at home, I discovered that it is sewn crooked at the bottom in the back, making it completely off-balance. I paid $[redacted] for it last year, so this defect is disappointing given the price. Even the label is sewn on unevenly. It appears that there was a lapse in quality control. I have already contacted Sam Edelman, who advised me to reach out to you for assistance. I appreciate any help you can provide. Thank you for your attention to this matter. Sincerely, D.F.

I applied for the Hudson Bay credit card in mid-October and made some purchases. I was expecting my statement to pay for my purchases but was surprised to get a call from NEO Financial stating that my account was overdue. They had entered my email incorrectly, causing me to miss the statement from Hudson Bay. On December 7th, [redacted], NEO Financial called to say they would charge me to receive a statement by mail, which I find disappointing as my other credit card companies do not have such fees. As a result, I would like to request the closure of my account. I used to shop regularly at the Bay but will now take my business elsewhere.

I recently applied for a position in fine jewelry at Saks Fifth Avenue in Houston, TX. I bring years of experience in sales operations with a focus on fine jewelry, which spans three generations in my family. I am passionate about the products in your department and can demonstrate strong sales skills with excellent references. In a recent interview, I was asked about having a book of customers. While I do have one, I appropriately mentioned that it would be unethical and morally wrong to bring that customer base to a new employer. This response unfortunately led to not being hired, despite my explanation. I seek to work for a company that values ethical practices and customer relationships. I have shared my concerns with individuals in your organization but have not received a response. I value integrity in customer interactions and would like to contribute to the team, yet the lack of understanding during the interview process has left me hesitant to pursue employment opportunities with your company.

I am an applicant for a job at a Saks Fifth Avenue location. During the interview, I was asked if I have a book of customers. While I do possess such a list, I was uncomfortable with the request to bring it to contact and sell to my previous clientele. In my previous job at a jewelry store, I had built a customer base through genuine customer service, and I have ethical concerns about leveraging these relationships for sales at Saks. I have also signed an agreement in Texas that prohibits me from such actions. Despite the store manager's insistence that this is common practice, I am unwilling to compromise my ethics. Unfortunately, I did not get the job I applied for, as I refused to bring my existing customer list from my previous employer. I hope this situation can be resolved so that I can demonstrate my sales skills without compromising my values.

I recently bought luggage from The Bay and was enticed by the 25% off offer if I signed up for their Neo credit card. I bought two different sizes without seeing them first. When they arrived, one size suited me better and I wanted to return the other. I contacted customer service about the missing receipt/packing slip. The representative said I could return the luggage to the store or ship it back. Since the box was large, I inquired about the shipping cost. The representative kindly offered to waive the fee, and I appreciated it. However, The Bay later charged me for the return shipping, which upset me as I had chosen to ship it back based on the waived fee. I am disappointed in the company's lack of honoring the waived shipping fee. I will not shop with them again and will caution my family and friends. I received an email praising my value as a customer, but I want my waived shipping cost refunded.