"I ordered my dad (who is going to be alone on Christmas) a down jacket for him to wear when riding his motorcycle. I live 1/2 way across the country and wanted to get him something nice. I purchased a CIRRUSLITE Men's Jacket. Days later I received an email saying it was out of stock and would be shipping no later than 12/7/18. I then got an email days later saying the order was canceled. I thought that was strange bc when I went to the Eddie Bauer website, after getting that email, I could purchase the same coat in the same color in the same size. So I called to find out why it was cancelled due to backorder if it's still available (2 weeks later) on their website? I was assured over and over again that the order was NOT cancelled just delayed to 12/7/18. Well it's 12/10/18 and it hasn't shipped. I called customer service, after online chat was never available, and I waited on hold for 32min. The lady told me the order WAS cancelled due to being out of stock. At that point I asked to talk to someone higher up. I waited on hold for another 30min. to find out the order was cancelled but "should be" in stock 12/21/18 as the 12/7/18 shipment didn't arrive on time. So now I have no coat, horrible customer service advice (had the first moron I talked to known what she was talking about, I would have known this jacket was out of stock and truly cancelled 2 weeks ago), and a "possible in stock" date. I was on the phone with customer service tonight for over 1 hour and 8 min. Oh, and when I asked the last person I was on the phone with to tell me who I originally talked to about the order not being cancelled and it being shipped on 12/7/18, I was told "there doesn't appear to be any notes in our file you've called previously." go figure. "

"Don't dare to order something from Eddie Bauer to give as a gift, unless you are a good planner and buy 3 to 4 weeks ahead. Their order processing runs at a snails pace, then they use the slowest and cheapest shipping method possible (FedEx parcel post). Meaning they hand it off to FedEx and it takes the slow boat to your regional USPS facility and is handed off to the mail carrier.
My first order took 11 business days to arrive. My second order was backordered even though the website said in stock and wouldn't be delivered until after Christmas. Between two phone calls, I spent 108 minutes on hold.
Im really not sure how a company can operate like this. Their marketing and product departments are doing a great job, and the ordering/fulfillment division is dragging the whole company down.
I say its time to fire their entire fulfillment and customer service divisions and rebuild from the ground up.

Oh yea, look to your right, they respond to 0% of issues on ResellerRatings."

"Ordered a down jacket for my wife on Black Friday. Paid extra for 3-day to get it before her trip to New York. Well forget that. A shipping label was created but nothing ever shipped. Nearly two weeks later they have a return initiated (without notifying us) and did refund us the original purchase amount but kept the shipping charge! Called customer service, 5 minute wait for a rep that said she would transfer to someone who could help. Well 30+ minutes later and "all reps are busy" continues. Yeah right, like your phone lines are that busy. Then again with as many dissatisfied customers that have written negative reviews maybe I shouldn't be surprised.
"

"Agreed, this is a terrible shopping experience. Have been trying to return an item for weeks. The email address they provided doesn't work. No one answers the customer service home after waiting 30-40 mins multiple times. Why wouldn't they just provide a prepaid return label like everyone else? Not sure if they have designed their return experience so people give up on purpose or they just have never considered how stupid their system is but I'm never shopping there again! "

"Be aware if your looking for fast delivery, This Aint it Chief. I bought a Jacket in on sale in the week of Cyber Monday..Its takes about a whole week to process an order. I still havent received my order yet but Hopefully its worth the wait !"

"I have a lot of clothing items from this company and love all of them. Recently I decided to order a new winter coat for the holidays since my old coat just wasn't cutting it in the New England winter. I placed an order on Black Friday for a Women's Sun Valley Down Parka (a very nice coat) which was half off with the sale. The website crashed as the order was going through, so I was told it was canceled. I then placed another order because I wanted to **** up the coat before it sold out. That order was successful. I then checked my email to see two confirmation numbers, meaning two separate orders. I called customer service, only to wait for 45 mins on hold. The person who answered told me that the bank stopped my orders (not true) and that they were canceled. She then helped me place another order online, telling me that this order would go through. A few days later and I had still not gotten a confirmation email, I called again and waited on hold for an hour, they told me that the order I placed over the phone was canceled as well. They said that I should place an order on the website since it had crashed before but was fixed now. I did this, the order went through, and I got a confirmation. Great! Then, I got a shipping confirmation email which gave me a totally different order number than the one I had just made. I checked my order status online, and it turns out that I have THREE orders in progress. The first one is the one I placed over the phone, the second one is the one I placed online after calling, and the third is completely separate order that I didn't even make. Called and waited on hold for over an hour AGAIN and they told me I would have to wait for all three packages to be received and then mail them back for a return. This means that in the meantime, I will be out more than $300. No one at customer service has any idea what they are doing and the company itself is completely unreliable. DO NOT GIVE THEM YOUR MONEY! After countless times waiting on hold for over an hour, I am so frustrated to the point that I do not even want this coat anymore. At this point, I think they owe me a free coat for all the trouble they have put me through just to get a single item. I am never ordering anything from them again. "

"Last month I shopped for a new winter jacket. Landed on the Eddie Bauer Superior Down Parka. Opened a credit card with them, have a receipt for one price and was charged 16.**** dollars more. I was refunded that money eventually. I elected overnight shipping on the website as well for an extra charge of 13$,...5 days later i received my package. As for their customer service, good luck trying to get a hold of them. Like most people I work daily in sales. I tried Mon-Friday to get a hold of them during their hours. I was on hold each day for over 30 minutes and eventually had to hang up and do work. My last experience today i was on hold for 52 minutes to get a refund of the 13$ overnight shipping fee. I'd like to say the credit card company that issues the card is amazing!
I just bought boots for my wife for Christmas, the processing for this shipment is crazy long its been a week since I've ordered and they still have not shipped. I will no longer order anything online with them ever again. I will give a physical store a chance again. "

"BEWARE! I needed to call and ask about status of refund. CANNOT ACCESS CUSTOMER SERVICE! The return is stuck with USPS, I am short of $400 worth of items, and customer service does NOT exist! Noone responds to phone call (after 35 mins of waiting). Noone responds to emails. Online chat function is always grayed out. I will NEVER, EVER walk into their store or visit their website!

The quality of their down jackets is equal to or lower than North Face's, and certainly lower than LL Bean's, Patagonia's, Marmot's...etc.
"

"Horrible customer service! ...they make you wait until you give up.
Return my ugly jacket the next day that I got it via FedEx and 6 weeks later, I am still waiting for a refund.
Their excuse is that it still hasn’t been reviewed by their warehouse.
Stay away from this company!!!"

"Could have purchased a cost on Black Friday anywhete, but screwed out of a coat and a good price after the fact (out of stock notification days later).
"

"I have called 6 times and i have never spoke to a person. One time i called and waited for 40 minutes. All of the other times I waited for over 15 minutes each time. This is absolutely horrible and so disappointing. I would suggest NOT doing any thing with Eddie Bauer online. So bad. So sad. The Eddie Bauer himself must be shaking his head in pure disgust at the horrible service his company has come to."

"This was one of the worse customer service and online purchasing experience ever.
They take their time on processing orders, so don't waste your money paying for expedited shipping.
It takes an average of 30-45 minutes to get a customer service representation on the phone and when you do they are of now help.

We purchase some clothing for an upcoming trip and the order was not processed until days later. We even paid for 2nd day shipping. When we called to find out about the order they said it was not yet processed and the gave a estimated delivery date which was after we would have been gone for our trip. When we said that it would be too late and we would like to cancel, then they said that they have already have printed a shipping label so it can't be cancelled.

Will never purchase from them again, customer service provided no service.

Thank god we paid with our American Express, they could learn a thing or two from them in customer service!"

"I was promised an email from a supervisor two days ago that I would receive in 15 minutes . I never got it. I have been calling for 4 days! An hour wait each time and no one ever answers. I get in line on chat and when it gets to one it says none available try another time. I have emailed in over and over for days and no one ever gets back to me. I have experienced severe stress and chest pains over this. Original founder of Eddie Bauer would be so unhappy with what has happened to them. I need a response before I lose my mind. They have the worse customer service in the retail world of anyone out there!!!!!!!!!"

"I'm having a problem getting my credit for a return. I've tried many times on hold for over half an hour and still not able to get a person to assist me. DO NOT PURCHASE anything from them if you think you may need to make a return. BEWARE!!!!!!"

"Trash customer service and shipping vendor ****. Paid for overnight, justcalled shipping vendor to find out package is still at the airport.....ridiculous feel like returning the stupid item just to say “F.U.”"