"Extremely poor customer service. I placed the order on line and got order confirmation e mail. Two days later I received another email from customer service saying that they have cancelled the order as the item is no longer available. Why the hell was the order confirmation e mail sent to me in the first place. Moreover when I check the website it clearly shows the item in stock, though no longer on sale. Terrible people. I am waiting for this to be resolved and then I will take them to BBB to get what they owe me.
Update: I just finished talking to the customer service. They are unwilling to resolve the issue. I even talked to a supervisor but all I got was a hollow apology. I asked them to send me an e mail stating that they are unable to honour a confirmed order as I will proceed with litigation. I think that this made the supervisor **** in her pants and she hurriedly hung up. She was scared like anything. Anyway I will be lodging a complaint with BBB and also start legal proceedings against Eddie Bauer Canada. Meanwhile my advice is to stay away from the website. Better go to the physical store. On second thought there are retailers with much better products and customer service so why even bother to go to the store. I will be boycotting them and will ask everyone I know to do the same."
"They just lost me as a long time customer of over 30 years.
First they sold me an item that they state they no longer have available how do you sell something you don't have available it's like airlines overbooking just plain crooked.
Second the wait time for my other item is 2 weeks to be shipped.
I reached out to them by chat, email, and phone and none could give a crap.
Never again"
"Never shop at Eddie Bauer!! I placed an order on Black Friday that was supposed to ship the next day. When I checked the status a couple days later it said the item was on backorder. I called and cancelled the backorder, and then a few days later I received an email that the order shipped anyways and charged my card. When I called again, I was told that cancelling an order doesn't guarantee it doesn't ship?? Terrible customer service and business practices. I reported this as an unauthorized charge to Paypal."
"I like getting clothes from Eddie Bauer because, with a very few exceptions, the sizing is very consistent from item to item and in general they are very well made. But the mail order service is really poor and excruciating slow. I ordered an in-stock down jacket eight days ago and it still hasn't even been shipped. The shipment is still being "processed", whatever that means. When it finally does get shipped, they use the slowest hybrid shipper in the marketplace, often a few days lag between "shipped" date and any movement in the tracking..................I have not, however, had any problems with wrong items nor improper billing."
"Eddie Bauer charged me FIVE times for a $350.00 purchase and refuses to credit my account back. I have called them every day for the last seven days and they continue to tell me they are going to work on it, and then put me on hold for an hour and then conveniently disconnect my call. It has been seven days and Eddie Bauer is still holding my $1,500.00 hostage. This is so illegal. I will NEVER order from them again!!!! Worst Customer Service Ever!!!! "
"They charged my card twice for one purchase. Its been 10 days and still have not credited my account. Call everyday and they give me the same excuse. I will never but from them again"
"I am a 60 yr old female. I have 4 adult boys that grew up in New England. This means lots of coats and boots. I purchased a long coat with piping on it and the piping cracked and rubbed off the front of the coat and around the wrist. I know quality. This shouldn't have happened. I wore it and bought it 2017. It look shabby after a couple months, minded I have quite a few coats I wear. I'm not a child rolling Round in the dirt playing on a jungle gym. Very very poor customer service. I was told they would give me a 49.00 refund and give them the jacket. The coat was discontinued after a year, what a big surprise. And what I'm not surprised about is the 1 star review. I had a carriage full of christmas items for my boys and didn't purchase. I went to lands end. If a product is defective you refund or give a jacket of equal value. I will write are review to the BBB and the consumer protection agency "
"I placed an order for a women's downlight jacket on 11/10. On 11/19, I got a long sleeve white tee shirt with the following note: "Dear Valued Eddie Bauer Customer: One or more of your items are not available to ship as planned. You will soon receive a corrected order summary updating you on the status of your order, along with a new ship date for the item(s) omitted from your original shipment. We apologize for any inconvenience this delay may cause." So....my item showed as delivered, but I received a white tee shirt which I didn't order. It's now be about three weeks and I have received nothing. Called customer service and they said they would need to charge me again in order to get what I ordered! Seems like a scam to me. Asked for a refund. Hope I get it or I will be disputing the charge."
"I ordered a new women’s parka (XL tall size because I’m 6’2”) & paid expedited 2-day shipping. Item arrived 3 days late and was wrong item, wrong color, and wrong size (petite small). EB’s only remedy was to refund what I paid for the expedited shipping and re-order the original item... due to arrive 10 days after I first placed the order. No different than if the mistake had been mine.
I’ve been a customer for years, but my business is clearly not that valuable to them. This is the second order in a row that’s had an issue, and it’s not worth waiting weeks for resolution when I can get something tomorrow from Amazon."
"Read people review where they wait weeks for stuff they ordered...yet they pay workers to stand around for HOURS"
"I just purchased an item online only to be told hours later that is was actually sold out. No explanation, no information on if or when the item would be available, just that somehow, the item that was available when I bought it, wasn’t anymore. I’m extremely disappointed with this online shopping experience through Eddie Bauer. "
"I ordered a rain parka on a Monday - paid the $15.00 for expedited shipping because I was leaving for a vacation on Saturday. I called them on Tuesday, Wednesday, Thursday AND Friday to ask for a status because it never came. I talked to three supervisors who assured me that the parka would come before Saturday and the $15.00 expedited shipping charge would be refunded. When I called on Friday, I was informed that the item was not available yet and wouldn't arrive until the next week. I told that supervisor what the other supervisors had told me about Saturday delivery and that supervisor said there were no records that they received any calls from me. I then said cancel the order and noted that I would never shop at Eddie Bauer again. Saturday morning I received an email telling me that my item was SHIPPED!! I called my bank and explained the situation and they will not accept Eddie Bauer charges. Unbelieveable..."
"Ordered a winter jacket online that I wanted to exchange for another size at the discounted price I originally ordered at. After hours on the phone was told I had to reorder the size at the regular price and once I ordered to call back and they would discount the price. BS! Even after a CS manager promised the credit, I never received the discount. I received the new size at the full price and returned the jacket to the store. I have yet to receive the full credit for the return. I called customer service and they advised I must deal directly with the store. I have a signed receipt of the full credit but customer service says there is nothing they can do. Will not buy from Eddie Bauer again. EXTREMELY POOR CUSTOMER SERVICE, constant run around and employees who do not know how to satisfy customers and retain business!!"
"It took 10 days - 3 phone calls and 2 emails - before I was emailed a return label for a coat I had ordered and wanted to return. Each time I was told a label would be emailed with 24/48 hours. I finally called again today (3rd phone call) and insisted that I speak to a supervisor and refused to hang up the phone until I saw that the return label was emailed. Will never shop at Eddie Bauer again - online or in store."
"The death of Eddie Bauer...The experiences listed here are all too familiar. However, the Philippine-based customer service is not the only problem. I have been in touch with the "Office of the President" of Eddie Bauer. I spoke to three different ladies (without accents) who, in each instance, gave me the feeling that they were going to handle my issue, which was to replace faulty merchandise. they apologized for the poor service and assured me that they would handle my problem. In each case there was zero follow through.
If any of you want to hear this story please contact me and I will fill you in on the entire sad story. The important thing is to NOT patronize this company. Their days as a reputable purveyor of high quality are over."