"Package was mailed with only Town and State on address label. Package has been lost since October 21, 2021. Numerous calls and on-line chats with CS with no results. Order was billed to credit card on October 21, 2021. Can not speak with anyone in US. All CS is offshore.
Eddie Bauer has the saddest management team in retail. On October 28, 2021, I received the most hilarious email from CEO, Damien Huang encouraging me to shop early for Christmas. I'm still waiting for my order from October 20, 2021. Today is November 8, 2021. They need to stop shipping immediately and concentrate on building a better model. The one they are currently using with FedEx is a looser. SO very disappointed. "
"In the last months I did two online shopping from Eddie Bauer, both of which ended with cancellation due to Eddie Bauer's poor choice of courier and their malfunctioning system or incompetent staff. The first one was cancelled because the courier said "delivery attempted but the receiver was not at home," which was a complete lie. First I was tracking the shipment thus was waiting at home, second they even didn't leave a notice (because, indeed, they had not bothered coming and knocking on the door). Second was also cancelled, because they created a wrong address label (I know it for sure, because the order was sent in two batches; the first arrived, but the second didn't. The address is supposedly to be correct as they were the items of the same order). After I spent "over" an hour (no exaggeration) on the phone, they offered me to return the amount I paid, but the amount was $20 less than what I had paid. I got frustrated and told the customer rep that I would go to the Better Business Bureau after which she agreed to consult her supervisor (upon my request). I could finally get my money back (not yet, but they sent a confirmation email)! I even checked my bank account to see the transactions to make sure that I was right, and I sure was! Horrible vendor to make an online shopping. Having said that, I have had no issues in the store. "
"This is for EB Management -
I am a decades long customer in Alberta Canada. I mainly shopped in stores (always great service) but with Covid and more size and variety available online, I have become an EB online shopper. I've made 3 multi item online purchases in the past 4 months and really want to continue to make more, but I cannot risk it. EB Canada online is too unreliable as there is a lack of accurate tracking information and delivery notification plus certain items can take over a month to arrive which would be acceptable if I knew that from the start or even during with some sort of communication updates.
Where your online management is concerned, the left hand has no clue as to what the right is doing. I think you're going to lose a terrific amount of business if you don't achieve the quality of online service that so many other companies successfully have, like; Amazon, The North Face, Sail, MEC and many other businesses who offer similar products online and with far superior service. I really hope you can hire someone to help whip your online business into shape before you are no longer in business. Good luck.
P.S. Your customer service department are too focused on customers completing a survey about their experience with calling in, that should not be their primary concern when customers call for assistance. I'd give them all a FAIL."
"Purchased an item that took longer then promised to arrived it was returned upon arrival and now 9 days after the parcel was confirmed having been received on the 13012021 by this retailer the refund as still not been processed on my credit card. A message sent to them two days ago went unanswered. Would definitely not make any more online purchases from this retailer "
"I returned their jacket back in July 2020 after 4 months of follow up I received a gift card whereas I told clearly that I need a cheque and I have been following up with them since then to replace it with a cheque which is still not done and now that I checked the amount on gift card it is not even half of the amount they had to return. To be honest it is one one of the worst customer service I have ever come across. Shame on you Eddie Bauer. If anyone wants to reach out to me for more details my phone number is ***-***-****"
"EB indicated via email that my order shipped 2 weeks ago. However, I have not yet received the order. I've tried to do a "Live Chat" as EB's website suggested, but there is no longer a link for "Live Chat" on their website. Next I called their "Customer Service" line, but have been on hold for over 45 minutes. This is the last time I will shop at EB."
"I Have been buying clothes from Eddie Bauer for 10 plus years. Always had great customer support and always resolved all my issues. In this past year, everything has changed and all customer service seems to be in another country. 30 min to just try and place an order. Get your **** together because I will take my business elsewhere!!!! "
"They make good products. However, they run their online business very poorly. I ordered a $300 jacket but got a $10 tshirt shipped to me. Returning the item was a nightmare, took me hours on the phone. I sent the item back and waited 5 weeks for my refund. The refund was never processed. I had to call them, wait on hold for 45 minutes, then they refunded my order.
Dealing with Eddie Bauer online was a full time job. I feel had I not tracked them down, I would not have gotten a refund. It was a full job getting my refund. All this headache, and still don't have a the jacket to show for it. I'm just back at square one.
Their web team needs to get their act together.
They make great products, but their online system is very poor. "
"I bought 2 items from the website on Oct 25. One of the items arrived after 4 weeks. I have called their customer service line to ask for the status of the second item. They haven’t been able to track my order despite charging my credit card for the whole thing. Here I am on Dec 23 with no product in my hand and Eddie Bauer not having been willing to process a refund to me. I am a Gold status customer with 15 years of buying from the. But after this experience, I will ever never buy from them again. "
" I have a complaint to raise on the quality of service I have received from Eddie Bauer these past couple of days.
I placed an online order on November 30 2020 but I think it got reflected into the system late as I placed it after hours.
I ordered a product for $242.39 .. men's superior down bomber jacket and I had paid extra money for shipping Nov 30th but the confirmation email came on Dec 1st . On Dec 3 I got a confirmation email that my item was shipped. Its now Dec 15 and I've called into eddie bauers customer service portal over 15 times since then. I keep getting mixed up messages from every one I speak to.
Over the days, I was asked to wait and wait and wait and so I did. Today I spoke to 4 different reps and all said different stories. One told me to wait till Friday and one told me my item is lost. I'm super frustrated with the service I have received and no one has once sent me an email or call about an update on my order. I had to call and spend hours getting false answers as each rep said a story that best suited their situation.
Many reps have hung up on me. I felt like certain reps were just transferring thr calls to each other when I asked them to transfer to a higher authority above them.
Amanda hung up on me. Donna, Paul, Regi were some of the reps today who played with my time by transferring to each other when I simply asked to speak to someone above their pay grade who can better assist me.
I even asked to speak to a different facility especially one in the America's and they couldn't even give me a number or transfer me.
I would be told lies and I would have to pester to even get them to transfer to a manager. First they would say we can't transfer or they are on a call or they even lied to me that they spoke to Canada Post when they didn't. I spoke to Canada Post and they advised me that they only created a label for my order but as far as she see, they did not receive an order from Eddie Bauer to ship out yet.
Im confused. All I wanted was my order in my hands in the next 1 or 2 business days because I was told I could a new jacket expedited to me with overnight shipping. But I did not want to pay extra as Eddie Bauer already has my money so I just asked them to apply that money for a new expedited jacket and for you to recall the one that was sent out and in a limbo somewhere.
One agent even laughed at me and said get a different jacket then. I feel infuriated at the support I got. Especially since I paid extra for a faster delivery...its obvious I wanted the jacket on time.
I ordered a jacket to wear in the winter but at thr rate its going winter will probably wrap up in Canada before the jacket arrives.
Can you please look into my order and also take into heed that the service provided by the Philippines call center will honesty make your company lose sales. They have no care of helping or going above and beyond for customers satisfaction.
This is the one company that I've encountered issues with ordering online. Products I have online before and after have arrived with Canada post like Guess, L L Bean, Sephora, Zara, Michael Kors, Adidas, Puma, Toys rUs, Walmart and etc..
At the end of the day I just want my product and I fear I won't get it on time or...worse..I might not get it at all."
"How are they still in business? The experience I just had with them was so poor, I wish I could give them less than one star.
On Cyber Monday, I ordered two items. My purchase was based on their ADVERTISED delivery dates. I paid extra for their three-day shipping. One of the items was intended to be a birthday gift. I calculated that I would be able to receive the item, wrap it, get it in the mail, and the recipient would have it in time for his birthday, if not two or three days before. When I received notification that it was SHIPPED on the same day I should have RECEIVED it, I called Eddie Bauer.
First, I spoke with the customer service rep who answered. After she was not going to do anything and had no suggestions, I asked to speak with a supervisor. Little did I know, the person she transferred me to was NOT a supervisor! (I found that out today.) But it wouldn’t have mattered if he had done what he said he was going to do. But he didn’t. (I found THAT out today too.) He offered to call Fed Ex and re-route the item, since the two items were not shipped in the same package. I gave him the gift recipient’s address. I told this “supervisor” that it must be received by Tuesday, which was yesterday. I wasted 26 minutes on that call.
I was angry and disheartened when the package—that should have been re-routed—arrived at my doorstep yesterday—on my cousin’s birthday. My cousin has been staying at home during this pandemic, as he is over 60, overweight, has diabetes, high blood pressure, and cancer. If times were normal, we would have taken him out to eat and celebrated his birthday in person with many presents. It was so important for Eddie Bauer to do the right thing, which, sadly, they could not. I immediately wrapped his gift and packaged it to be picked up by the USPS, along with two other packages. Then I called Eddie Bauer. They closed at 2 PM PST, and I had missed them by one minute.
Today I called them. I asked to speak with a supervisor. But first, I had to explain to the customer service rep why I needed a supervisor. As I told her, 1) I last spoke with a supervisor, and 2) I have a comment and question.
Comment: I am very disappointed in Eddie Bauer. Question: How did this happen? That is how I began my conversation with the supervisor today. After telling her the sequence of events, she said, “How do I say this?” I said, “Fed Ex was never called?” She said, “No, they weren’t. But Dane is not a supervisor. You were not speaking to a supervisor.” So, to make matters worse, the person I was transferred to a few days ago, who OFFERED TO RE-ROUTE THE PACKAGE, not only did not do so, but also was not a supervisor! Then I asked her, “So he just POSED as a supervisor?” She said, “Yes.” He also never issued the refund of the faster shipping amount, like he said he would, which I found out later.
Who knows if I was really talking to a supervisor today. She said she was “dismayed” by what had happened. Near the end of our conversation, she said, “I will refund you $10 for all you’ve been through.” I thought—$10, are you kidding me? I wasted 47 minutes on the phone with them this time and 26 minutes the first time. Oh, and she said she would refund the shipping fee for the faster shipping, which I didn’t receive. It was only then I discovered that Dane never did that either. Then, she said, in case I changed my mind about doing business with them again, she would give me 20% off my next purchase.
Well, there will be no next time. NEVER AGAIN! As I said to her, this is my first and last time with Eddie Bauer. I wish I hadn’t had a first time. If I had only seen these reviews BEFORE I made my purchase, I would have shopped elsewhere. SAVE YOURSELF STRESS, FRUSTRATION, AND TIME! FIND ANOTHER COMPANY TO DO BUSINESS WITH! PLEASE!!! BUYER DEFINITELY BEWARE!!!"
"Eddie Bauer today, is like a Porsche performing just like a **** 10 year old Kia... Complete GARBAGE.
The talking heads in corporate are not going to save this company, with their outsourcing shaninigans to the Philippines... Eddie Bauer's loyal customers are fleeting FAST.
I don't need to go into detail, because all the customers here are ****, and are complaining about the same issues. I will spare myself the agony of writing about how I got ptsd dealing with the f***ing morons that have as much competence, as Helen Keller would being a spotter for a U.S. Marine Corps Recon sniper...
Eddie Bauer, and many other companies in the United States... Lost pride in a quality standard. L.L Bean should send their executives to Eddie Bauer, and teach the children with m.b.a's who think they know what they're doing- how to run a company, & retain a customer base!!!
That's what happens when you let pompous children sit in driver seats of reputable companies. They run it into the ground...
Yours Truly,
A **** off ex-loyal customer.
Customer service is like a bad one night stand, and then you find out you have HIV...
DO SOMETHING TO FIX THIS COMPANY!!!
"
"I have placed multiple orders and after waiting days for a tracking number finally received an email the items were sold out. I needed these items for an upcoming trip. I had to scramble to find from somewhere else. This has happened to me on other occasions too. Customer service basically just said sorry there is nothing I can do. "
"Ordered online 3 items, after a couple of days got a tracking number and expecting all items on the same package. Only one item arrived, the next item 3 days after the second item. Still one item undelivered. When I contacted the customer service they said the last item is backordered and won't be available after 4 weeks. After I filled up a survey, I can no longer access my profile/order status/history on their website. "
"If you return an item, don't expect to get your money back without a struggle. The received my item on June 19th 2020, and we are August 5th, 2020, and I still haven't received my refund. Beware of this company if the shoe doesn't fit. I will make a complaint to the BBB. By the way, check the BBB, it has over 380 complaints in the last 12 months. "