Major brands are not on sale. Dead escalator going up. No one in the booths at all to help. Go online to shop instead before the store goes down, nothing is worth here. read more

Occasionally, I find some items on sale worth buying. The quality is usually better than cheaper store alternatives. Today I found a winter jacket. There was a staff member at the entrance of the store to remind people to use hand sanitizer. However, I barely saw anyone else working and the store was a bit messy in the clothing sections. It would be great if the store had a couple staff members in charge of cleaning up the aisles. read more

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I'm not a department store girl. I like to be in and out of a store fairly quick and with or without the help of a sales staff. I usually cannot find anyone to help in department stores because it's just too darn big. However, this past weekend The Bay has changed my shopping experience. I had to buy a bath towel set so I decided to drop in. I found a set of hand, face and bath towels but the price tag had fallen off. As I turned around to look for assistance, the sales staff asked me if I needed help and started to walk toward me. Wow, that was quick! She told me the price she said she will grab the other set on the high shelf for me because the one in my hand had a loose thread. Thanks! After I decided to go with the bath towel set, I went to go check out. I remember being tired and grumpy since I had a very long day. The gentleman at the cash register was extremely patient and kept his cheerful mood. He asked me if I had an HBC card, which I did, but never remember to bring out. He proceeded to look up the number and when he finally found it, the transaction wouldn't go through. He called into the credit department to figure everything out for us. It took quite a bit of time to get it completed, but he kept calm and told me not to worry and he would fix it. Everything was finally resolved and the transaction was completed. He also explained to me that if we had our points card along with the credit card, we would get extra points. I forgot about that, so that was a good reminder from him. This is definitely the best customer experience I've had in a long time. The Bay is a Canadian company so I will definitely be shopping here more in the future to support Canada and The Bay! You've changed my mind! read more

I'm not really a fan of this location as the fragrance department are quite stingy with samples and sometimes very snobby. When you order online usually you would get 9 small samples when you spend over $200. But on these locations they only give you 3 and no gift with purchase even though on other locations you get a small pouch or something even when you buy the set. I learned my lesson and change to just buying always at Granville as the staff there are nice and accommodating and will make you want to come back every time you need to buy perfume or cosmetics. But lately the staff at the topshop department change my mind. Athea has helped me out and was very accommodating and knowledgeable. She was very nice and helpful. The clothing department is not that bad, and shoe department are sometimes accommodating... read more

Avoid this location as much as possible. Was trying to return something with a receipt and demanded my email. When I resisted the associate argued and insisted that I have to. This store have the worst customer service on this planet and hope the store manager does something about it if they want to stay afloat. read more

Slow as hell. No service. Not helpful at all. Avoid if you can.

I've been trying for 11 days in a row to contact the Bay at Metrotown by phone. I have purchased a gift that is on a wedding registry. I did not purchase this item at the Bay but would like it taken off the registry list. As I do not live near this location I had hoped a simple phone call would get this taken care of. Not so much! For the first 10 days I couldn't get the phone answered by anyone.....in any department. I tried all different times of the day but no luck. Finally today I pressed 0 for the operator - still no answer but it did transfer me to the manager on duty. This manager was able to go upstairs to see if they had any staff on but was unable to tell me when someone could call me back. I would love to stay by the phone to wait but this is not possible. I had just hoped to save the bride a trip to exchange this item but I don't think that it's going to happen. read more

OK, This is going to be wierd. I came here to buy Mac cosmetics Studio Tech NW15. I always get it at the Bay, either this location, the Richmond or the Oakridge location. Service is good, Men always seem to get quick and efficient service without all that girl talk. In and out, efficient shopping and no embarrassement for the male ego. You enter and leave intact. It's bad enough I had to look all over town to find some Hair masque from France. (which I did find later, just not here). So, guys, if you, for some reason, have to go on a Makeup Run for your significant other. Go to the Bay and save yourself some trouble. They've been in business for eon's, so they should know their business by now. DON"T waste your time trying to buy makeup at a corner store or superstore or Costco. Seriously, if you do. You'll be wearing the makeup and making your own bed. Eventually you'll end up owning a Murse (probalby bought at the Bay) which will lead you to understanding and appreciating the value of a $2,100.00 Fendi or Prada or $6,000 LV limited edition bag. **not typed by dreaded I-phone. read more

I recently shopped at the bay at Metrotown, and had very rude customer service experience with the cashier Neil. He needs to learn how to respect his customers. read more

The Bay has been my favorite store since I moved to Canada 25 years ago. At that time I lived Vancouver Downtown and shopped at DT location. Their products were often too expensive for me then but I enjoyed just window shopping. Strolling around the store always made me feel good. It was so fancy, all dressed up and clean and smelled of expensive perfumes. Their staff was excellent, always there to help with patience and expertise. Then we moved away and my closest store is now Metrotown. I literally stopped shopping there almost entirely. Why? That store is a mess. Clothes are just piled up. I always wonder how is it sorted as it is not sorted but type, size or colour. I find that Value Village is better organized. I literally can never find anything at the Metrotown Bay store. If I buy something, I must have ran into it by chance. It is too bad because I love shopping at the Bay. I wonder if the management is bad or they simply do not have enough staff. read more

Not a fan of this bay location as it just seems old and outdated. Customer service at the cosmetics department is good, cant say that there's any customer service in any other department. The bay downtown is far superior with selection and the amount of designer brands. I personally LOVE shopping at the bay online. It's so convenient and easy and I love the one day sale items, such a good deal. Today I just bought a Le Creuset Dutch oven in Cherry 3.3 L on sale for an incredible $ 159.99 reg $430.00. A great addition to my collection. Check out the bay online, I highly recommend. read more

This Bay is pretty small though. But the make up section is good enough. I came for a spring coat the other day and noticed they were having huge sale. 50-60% off many coats! 60% off Betsy Johnson!! Alas, none of the Betsy Johnsons worked for me for one reason or another. However, I did leave with 2 spring jackets! But only one of them was on sale so I was a little dismayed. But they still have Olympic gear on sale! read more

A classic, a staple here at this mall. Truthfully, I still use them, literally, to get through the mall, and in this case, the food court, it's right by the inside entrance. And parking here by Kingsway is a lot easier underground than the surface lot where tons of commuters are circling around by that small section by the toy store and sushi place. The men's on the upper floor is quite extensive, and so's their kitchen/bath departments. Usually good sales by signing up for their Bay card, and on weekends, further discounts on sale items. Service here can be hit or miss. Washrooms could use a better upgrade, located upper floor by the china department lol but it's pretty deep in, so not the best if you need it in a jiffy. read more

The Bay seems like one of those dying department stores. It's always so empty compared to places like Wal-Mart and Target. In any case, I've always had a beef when it comes to sales. The number of exceptions and the number of rules applied. When you have a full range of sizes of one style of clothing on a rack that says "40%" off, you'd expect it to be set up correctly. This wasn't something misplaced by another shopper. In any case, the items scanned in at full price. We complained, the salesclerk looked over and agreed to give us the discount. She was very friendly about it so I'll give them points on that. I do like shopping here. They tend to carry higher quality brands and honestly, the service levels are just better than many brand stores I've been in. read more

I went into the store yesterday and the ladies clothing section was a mess. I walked through different sections and found clothes on the floor or draped across racks all over the place. It was very similar to shopping in a bargain bin style store but paying a heck of a lot more for the items tossed around like garbage and not picked up. I would have complained to a staff member about the state of the store but I couldn't find anyone. read more

I've noticed , at every The Bay stores customer service is extremely poor and slow. They take on average 15 mins per customer to serve , even when it's just pay and go. Their system is slow and doesn't update as sales advertised, reason I avoid coming here. To buy 1-2 items, I would strongly recommend NOT to come here. read more

jessica from ladies shoes was so helpful. She was alone on the floor in the women's shoe area one evening and she was on top of everything! every customer was being helped and she was controlling the line, this is really the only positive experience i have had at the bay, thank you jessica you are super helpful and knowledgeable and made my sale easy! i walked out with a pair of converse that i didn't even know you guys had in stock, plus, they were on sale. read more

Came here looking for a real fur parka for the winter. I found out many things are missing price tags and scattered all over the place. Also very long lines as there aren't many cash registers and employees. Also needs more mirrors and change rooms. read more

I just had the most horrible shopping experience at HBC Metrotown. In Gift Registry Area, no sales staff to assist! We finally located an item to purchase on our own then tried to locate an associate for assistance. I used internal phone twice to call for an assistant and two people who said they didn't work in this dept came by. No help ever showed up - even when we said we'd just leave rather than try to shop in this store. They must be making lots of money since they didn't want any of ours. I suggest if you go there to shop, allow lots of time read more

I recently shopped at the Bay in Metrotown Burnaby and one of the cashier staff was extremely rude. She was unprofessional and did not respect the customer. When I forgot something at the counter and came back to ask for it, she was unhappy and show bad attitude by saying "I don't understand...I didn't see it". When she saw me as a foreigner, she didn't even care about my issue and totally ignored. Why should I spend money here to get a bad customer service like this !? I will never shop in this location again !!! read more

Is there a way to give a negative star? I sure wish they were more competition so The Bay can smarten up. Maybe then we will get decent department stores. Service is slow and surly at best. Store is disorganized and changing rooms are disgustingly gross let alone washrooms. Yet, they charge prices way higher than Macy's for last year's fashions at this year's price (shake head) read more

The only reason I really come here is to buy perfume for my mom during mother's day or her B-day. As a chain I appreciate what they're going for, however, it makes no sense for me to shop here when there are other stores that sell similar things that are more boutique and individualized in the mall. My mom and I come here for beauty nights. Service is weird in the perfume department, they come to you like shit on flies. I buy Bay gift certificates in person 'cause my mom finds clothes here. read more

It's great when you can find staff but this location has been drastically understaffed for years. For gift registry purchases you get great service but have to wait at least 15 minutes for someone to help you. The men's dresswear and cosmetic sections always seem well staffed, everywhere else is a ghost town. read more

Finally - a store that has good customer service. I can't say great service, because they do have some staff that are unpleasant and unhelpful, like any place, really. It is peaceful, not crowded, I usually find what I am looking for, and 75 percent of the time if I want some assistance finding an item there is someone, though I may have to search a bit. This is a nice surprise for a Bay store - the one downtown, with some exceptions, seems to be one gigantic loony-bin- they play horrific noise that passes there for music at ear splitting levels on the main floor, and way too loud on the other floors. I had to quit shopping there, the noice made me literally feel neauseated. Furthermore, if the have any staff actually working on the upper floors, I can never find them. Nor does anyone usually answer the phones if I have to call to check if an item is there. I did write a letter of complaint to management and got some silly reply the indicated quite clearly there would be zero changes and that no one really cared all that much about customer feedback. So fine, lose another customer. However the other two smaller Bay stores in Metrotown and at Oakridge are the opposite - meaning pretty good shopping. read more

Kept me on hold for 20 minutes, finally answers the phone and unprofessionally rants about how they are not at a computer to assist me and how they were annoyed for being asked to take my call when they couldn't help me in the first place. The customer service is just as terrible in person AND over the phone. read more

This is place is a my playground when it comes to shopping for clothes. You might think I'm a chic, but I'm actually a guy The market I am after is mens designer, such as Buffalo, Diesel, CK, Ralph Lauren Levis you name it they got it. The difference is that I can go there and not have the pressure of some sales rep pressuring me for a sale of a pair of jeans. At this place I just grab a few pair of jeans, go to the change room, and try it on, don't like? I will go back and keep trying until I find something I like. There is no sales pressure, it's just awesome place. Very underrated Suits section, walked by, trying on a few 500 dollar suits without sales pressure, it's just great to shop here. read more

I recently came into the Bay at metrotown and ended up in the shoe department. An associate named Jessica was tremendously helpful with the fit and sizes in the running shoes I tried on! I left with a great pair of shoes and a wonderful customer service experience. I will definitely be back! read more

The service is still horrible. Several people in the shoe section waiting for service and no staff and had to go into the cashier lineup for service. This is a management problem. read more

Awful, just awful. I came here one time on a Wednesday afternoon to look at some Mac products for my friend and had one of the sales girls help us out. Her make-up looked amazing so I asked about their make-up services. I was informed that I can schedule an appointment and it will be $50 of products that I'd have to buy. I scheduled an appointment for the coming Saturday and made sure that they would put me down with that sales girl specifically. It was a huge event I had to go to and I was very excited for the appointment. When I called in on Saturday to see if I could push up the time they said "Oh we actually don't have you scheduled at all but you could still come but it'll have to be at 2:00 pm (the time I originally thought they put me down for) When I arrived, there was a different sales girl there who looked right at me seeing that I needed help and literally ignored me until I came up to her and told her that I had an appointment. She was neither friendly or helpful. She said that since I'm not scheduled and she was almost finished her shift I couldn't have all of my make-up done so I'd have to choose between eyes or face. I chose to have my eyes done. At which point she sat me down (not the girl I specifically came to have my makeup done by) and started asking me exactly what I wanted, I said "I'm open to suggestions as I am not a professional, as long as I look good" Since that is what I'm paying money for. She told me that "Well how do you expect me to know if you don't know?" So she went with some sparkly purple "smoky" shadow, didn't prime my eyes, didn't put a drop of concealer under my eyes (I have excessive pigmentation underneath my eyes" and when I asked for some concealer she put a shade that was completely off. On top of all of that her HANDS SMELT like MARIJUANA as she was touched my face, I was appalled. I walked out of there humiliated and extremely upset and disgusted. This awful experience is the reason I made a Yelp account. Better of going to the upstairs MAC and just spending $55. read more

Sales clerks are helpful and friendly, most of them. The Store Manager (?) is the most unknowledgeable, incompetent, rudest, I've encountered for a chain this size. I feel sorry for the employees. read more

I booked a appointment to get my makeup done at the mac counter at the Bay. The girl who was doing my makeup was very young. I was a little worried but I didn't have time as I had a event I had to get to. A little over a hour Into my session she stopped and said she was off now and she had to go. My face was less then half done. She told me I had to wait and someone else would come to finish my makeup. I was shocked. I find this very unprofessional. I waited for 15 minutes for another makeup artist to come over to me. By this time I was very upset. Why would i be scheduled with her if she had to leave half way through? The new makeup artist didn't know what was going on. She didn't know what products were used and the look I was trying to achieve.I ended up leaving with half my makeup done That I had to fix my self. So what did I pay for? I will not be going back to this location. I'm in shock this is the worst makeup experience I have had. read more

Horrible service! There's not enough cashiers and they are slow and don't care. Clothes look like people have worn them for a few weeks and then returned them. Will avoid shopping here. read more

On 12/30 I went to the men's dept at the Bay Metrotown to return 2 sweaters that I received as gifts, and I had a full receipt. I was immediately asked "where are the tags?" Had no idea, because when sweaters were received they apparently had the tags removed. Salesperson: we cannot take this return because there is nothing to scan They paid no attention to my repeat that they were gifts, and I never saw any tags. They refused return until I insisted that they had to take them back. More conflict ensued, and there was a long line of customers behind me. Finally after more than 25 minutes they "agreed" to try and find a "comparable". 20 minutes more, and they located one, then had to call someone to get permission to return both with only one tag they found. Okay. Then they went to offer me a gift card, which I refused because I wanted the buyer to get normal credit for a return. Then the next mess - the gift had been charged to Visa, "but there is nothing we can do unless you present that Visa card to process the refund". I informed them that I had no access to the Visa used for the purchase - another standoff, and 15 more minutes. Again they had to call someone, waited quite a while, and repeated that no return was feasible!! Finally, in desperation, I asked if the refund could be processed with MY Visa card - a really stupid and inconvenient "solution". I had to give in, otherwise the continued refusals and rudeness would never end. What a disaster of crummy, rough '"service" Incidentally I returned a shirt to Sears, also one without tags but with a full receipt, and they credited the donor's credit card immediately (without seeing all the #s). I NEVER THOUGHT I WOULD SEE THE BAY REFUSE TO RECOGNIZE THE POSITION OF THE PERSON WHO WAS GIFTED - it was really embarrassing as your clerks repeatedly threw obstacles in what was a very standard retund. Aren't you ashamed to compare your challenge to my truthfulness, and to see that Sears was totally accommodating in a comparable situation? What might I do next time I receive a gift and try to return it without the "necessary" tags which I never saw when receiving the gift?? A totally discouraging example of crummy Bay service. read more

I pop in here every once in a while to pick up something quick like socks, underwear, shorts, dress shirt, etc, 'cause they have all the men's clothing in one place and it beats walking the Mall. But, this place is under staff and badly in need of a major renovation. The clothing are always tossed and trashed all over the place; It's difficult to find sizes and get help. The escalator hasn't been working for awhile. If you have arthritic knees, then skip shopping here. Only come here if you are desperate or if they have a pretty good sales. read more

Me and my parents bought new fridge back two months ago the sales was very helpful with us making the purchase but the delivery team they contracted was absolutely horrible, they came back and forth 5 times 5 TIMES and they are just useless in trying to bring the fridge upstairs they didn't even try and say we can't bring it up stairs there's not enough room they even switch out a smaller fridge and they still couldn't do it. Finally my dad had enough and just decided to move it upstairs himself, me and my dad and two other guys lifted it upstairs without too much trouble. Their delivery team is suppose to be professional but they couldn't get the job done. They are just completely incompetent. An advice for the bay if you want to actually make money from your sales instead of losing money hire a more professional and competent delivery team to do your work you'll save a lot of headache and money for yourself read more