"I feel compelled to share my less than great experiences with Eddie Bauer. Although the customer service is always friendly when I call, there seems to be more problems than answers.
A year ago I received Eddie Bauer clothing items as a Christmas gift. The items were purchased in store. I needed a different size in one of the items, and when I contacted them they said because the item was purchased in the store I could not return it online, which makes no sense because Eddie Bauer should be one company. I was told I would need to go into an actual physical store which does not exist in the state I live in. Inconvenient and not possible. After many phone calls, talking to several representatives on different days who said it was not possible, finally I got one to agree to accept the item back to the online return center, but I had to write a lengthy letter explaining why I was doing it this way and include a lot of detailed information inside of the package. It took 2 months before I got my item in the new size, and it was a huge hassle.
Fast forward a year later and I again get Christmas gifts of clothing from the same person who now ordered it online due to the problem in the past. I needed to return one of the items because it did not work out. It took 4 months for me to get the gift card in the mail for the returned item. By the time it came I had lost hope that it was ever coming. I went online the next day to use the gift card to purchase a new item and the online system took the money off the gift card leaving the 30 cents balance from the order but did not process my order. Frustrating to say the least. I emailed customer service and got no response so called them and they agreed help, but I had to give them my credit card so they could make the order again and charge my credit card for it. They said on the back end they would email the billing office to apply the gift card to my order after the fact and refund my credit card a week later. Why they could not just issue me a new gift card or credit when they could see that I had not placed an order with that gift card number, I do not know. I was upset to be charged for an order that should have been on a gift card, but they left me no other choice.
Never, ever would I choose to do business with Eddie Bauer. They take forever to get things done and it is inconvenient for the customer. Dealing with them has been nothing but a time consuming headache."
"Usually do returns to a store an hour from us, but couldn’t this time. Mailed this large $ return back. I received confirmation email that item was received and credit to be issued in 3 business days. Two weeks later still had not received the refund, so I emailed about it. Took two days to get a response and they requested more info. I provided the info and never heard back. Opened a chat - thought I had it resolved. They got the amount correct and told me it’d take 7-10 business days to show up in PayPal. Long past that now. Have turned it over to PayPal to get my refund. Totally disgusted. They have no intent of refunding money. This used to be a great company, now it qualifies as a pit of fraud and theft. "
"Ordered a backpack which never came. Tried to track with Fed X. # I was given. They said was never received. No one will answer online or phone."
"Do not order online. They barely speak issue and are unable to resolve issues. Been trying for 2 weeks. Charged for out of stock items and only sent bottoms of pajama set. Still no refund!!"
"This is my third web order from Eddie Bauer. Could have been 4th but the retail store was incapable of placing an order, directing me instead to the web. Each of the three orders were extremely slow to ship. Placed this order over the weekend and it showed estimated delivery on Thursday. Items didn't even ship until Wed with an estimated delivery the following Tuesday. I like their products but in a similar product line, LL Bean is much more efficient at shipping orders. Bottom line-- buy from them because you like the product or the price and prepare to wait far beyond the estimate given at time of order."
"I would give no stars, but it's not an option.
I was looking for a quality winter coat on clearance and I stumbled upon the Eddie Bauer website. They had some really good deals on some nice jackets. I found one that I really liked. There were only 2 remaining in the size and color that I wanted. I put the jacket in my shopping cart and went to checkout. I put in all of the required information and hit submit. Nothing happened. I got submit again. Still, nothing happened.
I exited the website and returned to try again. Now, the jacket was no longer available. I checked my email and there was no email from Eddie Bauer. I checked my bank account and there was a child placed for twice the amount of the jacket.
I called Eddie Bauer customer service and was told to call back if I hadn't received an email within 24 hours.
After 24 hours and no email, I called customer service. This time I was informed that there was no record of me making a purchase and that the hold on my bank account would expire within 48 hours.
2 days later I decided to try making another purchase from the Eddie Bauer website. I found another jacket that I liked and added it to my cart. There were 5 remaining in my size at this time. I went through the checkout process again and hit submit. This time I received a notification of a successful purchase.
A little while later I received an email confirming my purchase and it contained an order number.
The following morning, when I checked my email, I had a new email from Eddie Bauer. The email informed me that the item that I had purchased was no longer available. I was livid.
I now had 2 holds against my bank account for items that I did not purchase.
I made another call to customer service. This time I asked to escalate the call and eventually I was transferred to a manager. Long story short, I was told that the hold on my bank account would expire in 3-5 days, and he apologized for the inconvenience.
No coupons, discounts or any other methods were offered to make up for their improper handling of online purchases.
Do yourself a favor and shop elsewhere!
"
"Worst worst worst customer service... I ordered a jacket over live chat. I was told, the order is place and i will receive in a week. I was charged on my credit card and I never received a confirmation email. I again reached out on live chat (twice) and they were unable to locate my order number. I called them and after 1 hr, i was told i had wrong order number and Mr Jason gave me my new order number and also gave me additional 20% and said i will get my order in 2 days. After 2 days, nothing yet.. I reached out on Live chat again (2 hrs during my work hrs) and i was told that your order doesnt exist and that jacket is also not available as well now... I called back on phone again and after 1 hr of talking and holding, i was told customer service do not record the transcript of previous chats which is ridiculous as everytime you call them, you have to give entire information for 15 -20 min.. anyways... i asked him to call his supervisor ..and after 30 min of waiting, he hung up my phone. .WTF!!!
this is the worst service I had ever got esp from such self claimed high brand!!! "
"If you do business with them, don't use your Credit Card. Mine has been hacked by one of their customers because they don't do proper verification of the cardholder. Furthermore, when you contact them, they make promises to correct the issue but, never follow up.
If you contact their customer support you'll get some foreigner in (I think India) that 1) is hard to understand, 2) refuses to help unless you make threats and then 3) only get lip service.
No matter how good the product or pricing, they are not worth dealing with."
"Returned a pair of pac boots that I had purchased for a refund. Customer service rep had told me to return and I would receive a check for full amount since I had purchased using a merchandise credit for a previous return. It has been over 30 days since I returned the item using Eddie Bauer return label and I have sent 4 emails to inquire as to my refund with 4 different answers. One said package received and refund check would be mailed in 5-7 days. When I followed up after not receiving refund they said they would contact my bank (?) even though I used a merchandise credit! Then they said something about me using paypal (which I did not use) and they were looking into how to get me a refund! Then another email asked for my order# name and address etc. which I sent to them in reply. Still no refund and still getting run around as to when or how I will be refunded. I will never buy from Eddie Bauer as their customer service is overseas and there is no one in the United States that you can call."
"I agree with the horrible service at Eddie Bauer. Customer service list this is why more people shop with Amazon. I sent a return at the end of November and have never received a refund. I called 9 days ago to inquire and after much persistence was told that she spoke to the "email department" and they had in fact received my package and the refund would be in 5-7 business days. Still no refund today so I called and was told the package was not received and there was no note of my previous call like there should be. Still no idea where the package is and can't do anything about it. The excuse of being busy during the holidays is getting old."
"This company is horrible. I placed an order called because I didn’t receive my discount. Received a discount and expedited shipment but called to check on the order and was told it was canceled. No notification. Spoke to an account manager who was rude and not helpful. Would not listen, would not look over the account to understand what went wrong and very snappy with answers. This company’s customer service is terrible. I was dumb for purchasing the coat again because they messed up the second order. The first and last time I will ever deal with Eddie Bauer. "
"If I could rate Eddie Bauer’s online experience as a 0/5 stars, I would. I had to contact Eddie Bauer’s Customer Service to find out my order was cancelled. I never received any sort of notification regarding the cancellation of my order. They couldn’t tell me why and then later told me my bank account did not authorize it (despite the fact that I used Affirm to purchase the order and that I had already been charged) and also that my order was on back order and then later cancelled. They told me to contact my bank and Affirm, as they could not assist me with the refund for the order THEY cancelled. "
"I have to give one star at least, which they don't even deserve..
On Nov-27-2019, I initially ordered 2 items with 40% discount, then cancelled entire order, because they offered 50% discount NEXT DAY and re-ordered exactly the same items. There're simply 4 items that I had made payment for. After all I took only one item out of them. I've been expecting refund for 3 items. I don't think this is very complicated.
The silliest mistake they made is that they advised that I could bring reopened package (2 items in it), that I wish to return, to 'Canada Post'. The package was delivered by FedEx! On Dec-3-2019, Returning the packages was successfully done. Then I learned the refund process takes 14 - 21 days which was not told when I contacted CS on the phone. The person said 6 days.
On Dec-17-2019, I recognized a refund in my bank transaction. But the amount is much less than I paid! I realized that the amount was only one item (out of 3), WITHOUT HST. Which I have never experienced since I started shopping online in Canada. I tdid my investigation because the CS team never understood. Email communication was very poor. No one was able to answer my questions properly, or they did not get a point. This is the fact about their online system
Each order detail in your online account only shows 'original price', not showing AFTER DISCOUNT PRICE and not showing even HST (13%) I'm sure that their online-shop system may lead customers to HUGE confusion. I had to explain my case over and over again. They even did not seem to know how to calculate when you get 40%-discount, seriously. For example I wrote my calculation "$489 x 0.6 x 1.13 = " then, this staff replied, "it's 40% discount (not 60% discount)"
It's been almost one months since I started contacted them. Very frustrating.
On Dec-24-2019, I received 2nd refund $67.7. Which is less than the amount I'm expecting. They have not refunded the rest (for 2 items 'before tax amount')
I think this online store needs to close. Seriously.
"
"Received an email 2 weeks after I ordered and was charged that the item was no longer available!!!! too late to get a new gift for Christmas. Spoke to customer service rep, then manager who out right lied to me and told me that I could order the same product and that he would give it to me for half price for the inconvenience-and that it would absolutely arrive for Christmas. I paid 10$ extra for rush delivery because it was too close to Christmas. I thanked him for his great customer service-only to check my email 2 days later and read an email to say that my jacket was due to arrive JULY 2020!!! Just not right. Shame on your Eddie Bauer-maybe your marketing team is just as bad-because if anyone took the time to look at these reviews-you'd know that you have to change something!"
"Order a pair of slippers as a gift on 12-3-19 with guaranteed 10 day shipping. Tried calling customer service 3 times and finally got through after incredibly long wait time. The person on the phone could hardly speak English and didn’t help me at all. I have spoke to fedex and the label has been made but they don’t have the item in there possession. Obviously not going to be here for Christmas like they “Guaranteed” Very disappointed! "