How We Got Screwed-Over By The Bay (Hudson's Bay Co.)

On April 30 I purchased the most expensive bed that The Bay offers for sale. The purchase price was $5332.99 + tax and The Bay set up delivery for May 27 between 4-9pm. On May 27^th  I took my old bed apart and moved my furniture to accommodate the delivery. At 8:30pm, I called the 1-800 number and was told that the delivery was still on for that night. At 10:00pm I put my old bed back together so I had somewhere to sleep. No one called to cancel delivery.

The following morning I called the store to ask what had happened to my delivery and why wasn’t I notified? I was informed that one of the mechanical box springs was damaged and they will "rush" a replacement. I was informed that someone should have called but the system failed.

A delivery date of June 20^th between 12 and 6pm was set which meant I would have to take time off from work to meet their schedule. Subsequently, a salesman called and left a voice message to arrange an earlier delivery day of June 14 between 8am and 1pm still requiring time off work.

When the delivery truck showed up the mattress and mechanical box springs were tossed off the back of the 3 ton truck allowing them to fall to the ground. The mattress box was split open and the ends of the box spring boxes were smashed. The scrawny delivery men could not lift any of the pieces and asked if they could unwrap the pieces to make it easier for them to carry. They did so and were still unable to lift any of the three pieces. The three pieces were dragged thru my yard, up the front steps of my house which were extremely dirty due to road and sidewalk construction, and then across my wood flooring leaving a trail of dirt and scratches!

The men struggled with the box springs and while dragging them across my floor,  boxes of parts were falling out from within. You'd think with all of these components falling out of the box springs and littering my hardwood that the load would have lightened somewhat but still the delivery men were unable to lift the box springs and just continued to drag them across my hardwood, then onto the carpeting and up the stairs to my bedroom. Needless to say, there are numerous scratches on the floor and dirt on the walls and a trail of dirt and dust on the carpet. What a fiasco! By this time, I had recovered my lost appreciation for my old saggy bed!

Once the two pieces were laying side-by-side in my bedroom, it was then noticed that the box springs were not the same and neither of them were what I had ordered! Unfortunately, most of my old bed had already been tossed out on the front lawn along with all the garbage from the new bed as the delivery and set-up cost also included hauling away my old bed. The metal frame from my old bed however, was left on the living room floor and was not removed from the house, in spite of the fact that The Bay had charged me to haul it away.

Once the delivery-men had this bed that I had not ordered upstairs, they setup the new bed in the middle of the room and then announced that they did not get paid for setup and would not move it any further or set up the wiring! I arranged for my two grown sons to come quickly to help to move the bed into a place where it could be used. When they were moving the bed they noticed there was no legs for one of the box springs! Set up, with or without payment to The Bay, could not be completed anyway! As my sons were moving the bed against my bedroom wall they noticed that the mattress had a 8-10 inch rip on the underside!  This was likely done when the delivery men caught the fabric on the handrail coming up the stairs.

 

 Lets sum up our experience with The Bay to this point shall we?

• We purchased the most expensive bed they sell.
• I disassembled and re-assembled my old bed because they missed their own delivery schedule.
• They delivered a bed and damaged it getting it out of their truck.
• They damaged my wood flooring dragging the bed across my house.
• They damaged my carpet and walls dragging the bed through my house.
• They refused to set up and function-test the bed as they had been paid to.
• They delivered the wrong, mismatched box springs.
• They damaged my new mattress.

Obviously, I called The Bay to complain and was told that they would "make it right once the correct bed was received". A claim for the damages to the walls and floor and the clean up required was submitted by The Bay on my behalf to Dynamex, the contracted delivery company. I was contacted by someone from Dynamex who eventually came to the house to look at the damages and the mess. On June 24^th I was offered a settlement of $100 from Dynamex for the "inconvenience" of the delivery.

I declined and took it up with The Bay who suggested that they were not responsible as the work is contracted to Dynamex. I made it very clear to The Bay that I did not hire Dynamex nor did I enter into any contract with anyone other than The Bay and that whom ever they hire is their problem.

A couple of weeks later, now fully 2 months since I had paid for my new bed and arranged delivery,  another two delivery men arrived with a new mattress and 2 box springs. The delivery time was originally set for between 6 and 8 pm but they called me at work at 12:30 pm on the delivery day to ask if I could rush home because they wanted to do the delivery immediately. I rushed home and they delivered the new pieces still in the boxes. They did not however, want to take the "old" at that time, instead agreeing to come back before 3 pm to assemble the new and remove the old.

At 6:30 pm I called them to confirm that they were in fact coming back. They arrived at 7:30 pm and loaded the "old" box springs and damaged mattress and unboxed the new stuff. Again! The box springs are not what I ordered but hey, at least the mattress was not damaged or dirty! During the setup it was realized that the 9 volt batteries for the bed remotes were not included and again setup could not be completed and once again I had no functioning bed.

I have had many lengthy conversations regarding the box springs that I originally ordered and have subsequently been told that as of July 23^rd they are no longer available. The Bay took 3 months to figure out the product they are selling is no longer available?

After all of this, I decided that I just want to get a bed that is what I want, not what The Bay decides I should have and I asked them to remove the bed and refund my money. However, after 15 phone calls and conversations with The Bay "customer service department", I was informed on August 1^st that the mattress that I purchased could not be returned as it was over 30 days old.

Unbelievable!

 I spoke to The Bay on August 1^st and after three phone calls and a lengthy conversation, recapping all of the errors, damages and the apparent "Bait & Switch" I was offered $856 for my time, my son's time & travel, the damages to my home and oh, by the way, the bed still isn’t set up or the old bed completely hauled away in spite of the fact that we charged you for the setup ($69.99)and removal of the old bed ($25) and did not complete either. And no you can’t return it because we have successfully dragged this matter out long enough so that the mattress is now over 30 days old!

When I asked them how they came up with $856 I was told to "get a lawyer to request the breakdown" as they would not release their calculations to me.

To summarize what will be my last purchase ever, from THE BAY:

• We purchased the most expensive bed they sell.
• I disassembled and re-assembled my old bed because they missed their own delivery schedule.
• They delivered a bed and damaged it getting it out of their truck.
• They damaged my wood flooring dragging the bed across my house.
• They damaged my carpet and walls dragging the bed through my house.
• They refused to set up and function-test the bed as they had been paid to.
• They delivered the wrong, mismatched box springs.
• They damaged my mattress.
• They cost me time off of work.
• They charged me for set-up of my new bed and didn't.
• They charged me to haul away all of my old bed and didn't.
• They said they would "make it right" and didn't, offering what amounts to a 16% discount.
• They dragged-out negotiations until the mattress was beyond their 30 day period for return.
• They sold me a bed that was no longer available at the time of purchase and won't take back the one that they delivered in it's place. I believe this is what Consumer Affairs calls "Bait & Switch".

Yesterday it took me about 3 hours but I finally got the bed working!

Cutting-up my Hudson Bay card took considerably less time but was equally satisfying.