The Bay Customer Service Issues

I recently made an online purchase with Order# [redacted]. Unfortunately, the product was delivered to the wrong address. Despite reporting this to the Support phone line at 1-[redacted] and being informed that an investigation was underway, I have not received any updates or resolution. What concerns me most is that my contact information was shared with the incorrect recipient without my consent, leading to a situation where I am expected to rectify the delivery error myself rather than the company handling it appropriately. It is disappointing that The Bay has not taken swift action to retrieve the product or provide me with a satisfactory solution. I am eager to have my purchase delivered in pristine condition without delay or to receive a full refund promptly. At this point, I am seeking to escalate this matter to a higher authority within the company to ensure a swift resolution and prevent further mishandling of customer data and orders.

Subject: Follow-Up Request Regarding Clinique Offer - Cambridge Store Tracking Number: [redacted]-[redacted]-[redacted] Dear Jade Oporto, I hope this message finds you well. I am following up on my previous complaint regarding the lack of inventory on the flyers at the Cambridge Store. I kindly request for one of the Clinique offer kits to be added to the stock at the Cambridge ON Bay location under my name. This is necessary as I need to select a different shade of Almost Powder than the one I currently use (as the online options are not satisfactory for my needs). I would also like to purchase a lipstick and eyeliner to qualify for, receive, and enjoy the aforementioned offer, especially given that the online offer is valid until the end of the month. Thank you for your attention to this matter. Sincerely, Barbara Allum

I have been attempting to return order #[redacted] since December 5. I encountered issues with your phone system redirecting me to the wrong departments like the Digital Dept, and after being transferred to the Philippines Call center, I eventually spoke to "Erika". Although it took a while, she mentioned Purolator was closed for scheduled pickups. Despite her assurance of an email on December 6 for a pickup on December 11th or 12th, I have not received any communication. On my latest call today, "Vincent" repeated the Purolator situation and after requesting a supervisor, I got disconnected while on hold. The "email us" link from my order confirmation showed "Access Denied," leading me to try gethuman.com for help. I am seeking a Canadian phone number or email that works, as both the contact us link and the Philippines call center have been unhelpful. I urgently need the pickup scheduled for December 11th or 12th. Additionally, I require guidance on disassembling the pedestal for packaging purposes. The wide base and top part seem inseparable. Could you provide a contact for the "Distinctly Home" department linked to HBC or assist in obtaining a larger box from Purolator for repackaging? Thank you for your support in resolving this issue. D. Malott

I visited the jewelry counter intending to buy diamond stud earrings with item no. [redacted]17 (1.92 TW) during the sale at noon as advertised in the Gazette. However, I was informed that the item was not available despite my willingness to make an immediate purchase. To my frustration, the earrings reappeared on the Bay.com website before noon without the sale price. I am deeply disappointed with how I missed out on this sale opportunity.

I received the email and a phone message regarding my recent order from thebay.com. I am currently in Mexico and have tried calling the provided [redacted] number, but I only reach a recording prompting me to leave a phone number, which is not functional here. I have also emailed customer service, but I received an automated response stating they will reply in 48 hours, which is beyond the 24-hour timeframe given. My order number is [redacted], and I have a case number [redacted]9. I am eager to resolve this issue, and I kindly request assistance to ensure my order is processed successfully. Thank you.

Case number: [redacted]2 and Order number: [redacted]. I purchased a coat as a gift on Nov 27 with an expected delivery of Dec 1. It's now Dec 11 and there's been no update. Today, customer service mentioned the gift is in the Mississauga warehouse. I requested to speak with a supervisor, Irene Cumod, who I was informed was busy and could call me back in 1-2 days. The recipient was informed of the gift with a picture but never received it. After contacting Customer Service, they assured me they would fix the situation. Subsequently, the recipient received a Customer Satisfaction survey. This whole experience has been unsatisfactory, and I would like prompt contact from a representative. - Vic Dumbleton

I am looking to clarify my order from November 16. I think I purchased a Portola reversible hooded robe from Ugg. I didn't receive any order confirmation or shipping details but noticed a charge on my Visa statement for $[redacted].08, which I assume is for the robe. It seems the item might be sold out as I can't find it on the website anymore. I just want to confirm if the charge is indeed for the robe I intended to purchase. Thank you.

I returned a Ladies sterling silver bracelet by Limoges because it was too large and fell off my wrist. It was shipped back on January 4, [redacted], along with two other items, but I haven't received a refund for it on my credit card yet. The bracelet was well-packaged in a small envelope inside a Bay shipping box with a separate invoice and a photo of the bracelet attached to the outside as instructed. Although the original invoice was included in the return package, I can provide details from it - the bracelet was charged on December 8th for $[redacted]. The total invoice amount with tax was $[redacted].20, which also included a facecloth and a Men's blue Chaps fleece that I kept. I hope you can locate the order and process the refund accordingly. Thank you.

I am seeking assistance with obtaining my refund from Saks OFF 5th for an item I returned a month ago. I purchased a necklace on 12/14/20 using PAYPAL, Order #[redacted]51, totaling $[redacted].09. The necklace was smaller than expected, so I returned it via UPS with tracking number 1Z19Y89E[redacted] on 12/21/20. Despite Saks OFF 5th confirming receipt via email on 12/24/20 and assuring a PAYPAL refund, I received a gift card instead. After multiple calls to customer service and promises of a refund, no action has been taken after a month. I am seeking resolution. Thank you. -Alexandra C.

I purchased an ELIZA J. SIZE 2 DRESS for $[redacted].00 plus tax with ORDER #[redacted], which I received today. It is now on sale for $[redacted].00 with an additional 20% discount. I would like to return it and repurchase it at the current sale price including the discount. Additionally, I used my AMEX card to buy two dresses from the Bay, but I returned both due to poor quality. I am awaiting a full refund. On another note, I am looking for an elegant white "dress collar" in white to pair with my ELIZA J. LACE DRESS. I have searched the Bay website without success. Does the Bay carry any elegant silk dress collars or should I explore accessories? Please assist me in finding this item. Thank you for your help. Looking forward to your response. Sincerely, Carla

As a 67-year-old Bay shopper, this morning on August 5th, [redacted], I accompanied my sister to the Vernon Branch at The Village Green Mall. My sister, who struggles with serious breathing issues, required assistance to purchase essential items. Due to her limited mobility amidst the ongoing COVID-19 concerns and numerous wildfires, we requested a shopping cart for her oxygen tank and for support while walking. To our dismay, we were informed that she would need to surrender her government driver's license to a 20-year-old employee, who would keep it out of her sight during our shopping trip. This experience left us feeling demoralized and shocked. Despite our appearance and behavior not warranting such treatment, we were taken aback by this policy. We are considering refraining from shopping at our local Bay due to this unpleasant encounter. - Jane Morrow

I was encouraged by the Bay store to sign up for a new NEO card. I paid off my first statement in full, but then received an email stating there was an outstanding balance. When I tried to log into my account, my password was not recognized. Even after attempting to reset my password, I am still waiting for the verification email. I tried calling customer service directly but gave up after being on hold for 2 hours. I left a negative review, but it was not posted. I am very disappointed with the NEO card and their lack of customer service. I have decided to cut up the card and take my business elsewhere where I can use a regular credit card and receive discounts. It seems like good customer service is a foreign concept to both the Bay and NEO.

I encountered a problem with The Bay Mastercard (Neo) when attempting to place an order. A message suggested using an alternative credit card, despite my desire to benefit from the 20% discount associated with the Neo Mastercard. I have already activated my Neo card and see no valid reason for it to be declined. After being on hold with The Bay customer service/Neo hotline for three hours, I am growing frustrated. I am considering closing both my Neo account and Bay rewards account due to this unsatisfactory customer service experience. The item I wished to purchase was part of a Black Friday sale ending at midnight, but I was unable to reach The Bay as their office was closed by the time I tried to contact them last night.

I recently visited The Bay at Queen and Richmond and purchased a bottle of Amarige perfume from the perfume department. Despite expressing doubts to the salesperson about its authenticity compared to what I usually buy, they reassured me it was genuine. However, upon returning home and comparing the scent to my usual bottle, I noticed a significant difference. I am disappointed and would like a refund or a genuine bottle of Amarige. My contact number is [redacted]. I am prepared to visit the store to exchange it for the correct perfume. Thank you.

I have been using The Bay's app to shop online for a while now, ever since it was launched. However, recently, I've been encountering an error message every time I try to submit my order. The message prompts me to check my shipping address and payment details, which are both accurate in my account. I've tried deleting and re-entering the information, as well as uninstalling and reinstalling the app, but the issue persists. Even customer service has verified that my details are correct. While I can place orders over the phone, I prefer the convenience of ordering online. This situation is frustrating, and I hope for a prompt resolution. -Arlene B.

Dear Customer Service, I recently purchased four sets of the Gluckstein queen-sized white sheets during your Spring Weekend Sale in April [redacted] at the Market Mall store in Calgary, Alberta using my credit card. After moving to Comox, Vancouver Island, I opened two sets for our guest rooms and found them to be heavy and not cool despite being [redacted]% cotton. After washing a set for myself, I agree with their assessment. Although the return period has expired, I am wondering if I can return two unopened sets in exchange for store credit at your Nanaimo, BC location next week or through mail. I would appreciate your assistance on how to proceed promptly. Thank you for your attention to this matter. Sincerely, P. Moult

Subject: Concerns Regarding On-line Order #[redacted] Dear Customer Service, I would like to bring to your attention an issue with an order placed by my daughter, Joanna Ledgerwood, on April 18 for swimsuits and accessories from The Bay. While she received the Anne Cole bikini bottom through Canada Post before her vacation on May 1, the other items, totaling five or six, were to be delivered by Intelcom but have not arrived. The delivery number for the Intelcom package is HBC[redacted]82. Despite assurances from Intelcom about delivery attempts by their driver Kumar, the items remain undelivered, leading to frustration and a loss of approximately $[redacted]. There seems to be a discrepancy in the postal code provided to Intelcom, leading to delivery issues. It is imperative that this matter be rectified promptly. I kindly request one of the following actions: a phone call to discuss resolution at [redacted], a full refund, or the successful delivery of the missing items to Joanna Ledgerwood at [redacted] W16th Ave, Vancouver, BC, V6J 2L9, or to myself at Suite [redacted], [redacted] Yew Street, Vancouver, BC, V6L 0C4. I have attempted to contact Intelcom regarding this matter without success. Any assistance from your end to resolve this situation would be greatly appreciated. Thank you for your prompt attention to this matter. Sincerely, Dr. Doug Ledgerwood

I made a purchase at the Polo Park store in Winnipeg and used my Neo Mastercard through the app on my phone. Upon realizing the items were not suitable and returning them on June 9, the staff required my physical card for a refund. They offered a gift card as an alternative, but I wanted a refund. It seems inconvenient that I couldn't return the items through the app if I could purchase them that way. I now have to go back to the store for the return, despite having the receipt and intact tags. The staff should be more informed about return procedures, especially for straightforward transactions like this one. The Bay at Polo Park may benefit from coaching their employees on handling returns efficiently to improve customer experience.

I am experiencing difficulty accessing my account with a new email address. Despite reaching out to customer service multiple times via email and phone, I have received generic responses or encountered language barriers that hinder effective communication. When attempting to input my rewards account number and old email address, it is showing up as "undefined." I am eager to either regain access to my existing account or establish a new one, but the process has proven extremely challenging with this company. I am left questioning whether my business is valued. Thank you, Sandra W.