"I place an order ten days ago and realized this morning that I never received a shipping confirmation. I logged into my account and viewed the order status to find that each item was marked "Cancelled - Added to new order". I have no idea what this means so I contacted customer service. I was told they couldn't help me because their systems were down. I called back two hours later, systems still down. Two hours later, systems still down. I asked if they could take down my information and call me back - they said absolutely not. I have been a long-time Eddie Bauer customer and I think this is the end. Completely disappointed with their level of customer service. "

"Do not order from Eddie Bauer online, they will continue to post charge your account even after you cancelled your order. I placed 2 orders and cancelled them both. The company continues everyday to post charge my account not just once but 5 times. So this affects your available balance. And when you try to get help with the issue and have them stop post charging your account they refuse to help, absolutely no customer service. They have tried to blame the bank saying it is on the banks end. It is not as they are the ones continuing the account activity. This has been going on since August. "

"Order processing and shipping is from the stone age at this place. Contacting CS via email, chat, and phone is absolutely useless, no one knows what is going on over there. It has been over 7 business days since I placed an online order for items listed as "in stock" and they still haven't even been shipped out! And here's the response from their CS, "Because the shipping method use on your order is Standard shipping and packages arrive within 3-6 business days." These guys are clueless, shipping times estimate how long the package will reach me from the moment they actually ship out. Not how long these jokers hold onto an order before actually doing something - like packing it up and getting it out the door.

Do yourself a favor, if you must buy from these guys, do it at their physical stores. It's 2019 and they still haven't figured out how ecommerce works yet."

"Eddie Bauer recently (and discreetly) got rid of their lifetime guarantee. I used the Wayback Machine to narrow it down to sometime between March 27, 2019 and May 30, 2019. That explains why I haven't received refunds on certain items, the last few months, even though I bought my items when the guarantee was still in effect.

You can no longer find this on their site...

"Eddie was one of the first retailers to offer an unconditional guarantee in writing-he was that confident and committed to the quality of his products. And after 50 years in business he said, "My greatest contribution to the consumer was our 100% unconditional lifetime guarantee. That guarantee was part of what I sold." Eddie's philosophy guides us to this day. Every product we sell is designed to be the best and built to last. If anything you buy falls short of those standards, you're invited to return it at any time."

They clearly no longer standby their product. It's also shady that this was removed, discreetly, and replaced with a one year return policy."

"Each time I called I received a foreigner who could not understand me and spoke terrible English! Kept me on hold for 30 minutes and I had to call back! Will never buy from them again!!"

"I ordered a polo t-shirt as well as pants.
The pants showed as they're in stock, when I receive the shipment turns out it was on back order and I have to wait an extra 25 days more that what was promised.

Also orders over $49 are supposed to be free shipping to Canada. However they charge you $10 and apparently you get $10 reimbursed at a later date?
I also called there customer support for more clarification for this, the representative was extremely rude and spoke like I inconvenienced her by calling. As someone who does a lot of online shopping, I don't think I'll be shopping with them.

They really need to step up their game in the customer service department. "

"Bought a pair of boots,200$us,300Aus . no , info, no tracking number,called twice,emails sent...still no idea where my stuff is...
Customer service,inept,barely articulate,so far a horrible experience...
And still waiting for my boots! Never again!"

"This is the second time I had to write to Eddie Bauer because this time my order had missing attachment for one of my items. I ordered sun valley down parka which comes with a fur attachment at the hat. The fur attachment is missing. The live chat representative was fine however could not help because apparently the company does not send the attachment separately. So my question is how hard is it to do proper delivery? Last time it was sent to me someone else's invoice and I had to wait for a long time for the company to send me my invoice for a return, which by the way even though Eddie sent me an email stating that my invoice is attached, nothing is attached. This time they could not send the whole item. What kind of incompetency is this? How many times do they need to mess with the deliveries in different ways. The reason I order online is that I do not want to go to the store because I do not have time to go for shopping. Every time I order something online, there is a problem and I have to go to the store to get it fixed. What is the point of creating online shopping for Eddie Bauer if the company cannot deliver properly? This is the last time I am doing business with Eddie Bauer. I will get it fixed at the store and then I am done. They may have nice products; however the online customer service and warehouse systems are horrible and incompetent. The store employees are nice, knowledgeable and competent if you have time to go to the store."

"Tried to return a gift because the sizing was too big. First they tried to get me to return in stre, but the reason I ordered online was because I live 400+kms from a store.

Then I had to phone 3 times before they emailed me the prepaid Fedex return printoff form. Then they had to refund onto my old expired credit card which I didn't have. Then they didn't have any in the same colour.

They blamed me for my credit card expired. At no point did they ever mention that the credit card needs to be refunded and then re-bought in order to do an exchange. If I'd know, we could have worked something else out, like I could just kept the shirt for myself.

(It's was a Christmas gift, I really didn't care which colour.)

Then they were to send me a refund cheque, but I have to phone them again if I didn't receive it.

Every phone call takes like a half hour from start to finish. No big deal if I didn't have to phone back multiple times. I have to phone on weekends because it takes so long. and I can't do it on my lunch hour.

The blame is always on the customer. If I'd known it was so bad, I would have just taken the loss. It's always a risk with online shopping, but Eddie Bauer reminds you why you should never, ever do it.

I should have given my dad $50 in cash. My time is worth way more."

"I paid for overnight shipping and the website said my order would be delivered Monday. It didn’t come, so I logged on and it said my order was processing?!? I called and was told that the website hasn’t been updated and since they don’t work on Sat/Sun my order wasn’t going to be processed until tonight, shipped tomorrow and arrive Wednesday. This is horribly misleading, and as I was traveling and shipping to my destination, it created a huge headache. "

"Ordered 2 items for my wife. She didn't care for one of them, and returned it to a local store for account credit. They didn't have anything in stock that she liked, so we ordered fleece trough their website.

They backordered the fleece for 3 months, then when the item became available, rejected the form of payment. IT WAS THEIR OWN CREDIT THEY REJECTED!!!

I called customer service to resolve with no help whatsoever.

I'll never buy EB again."

"I purchased a jacket from Eddie Bauer and I was so frustrated trying to return it I ended up just giving it away. I called and sat on hold for an hour before hanging up, I sent numerous emails they do not respond to and I ended up writing a letter to the corporate office complaining about the service. Some time later I received an envelope from corporate. No letter, no explanation, no apology, just a gift card for $30. I decided to use the card and ordered a pack sack online in Feb. I called today because I still have not received it and the email I sent on March 4th is still unanswered ( no surprise there ). Now they tell me they are having trouble with their gift cards and they want me to buy it, pay the entire amount then call them ( which means sit on hold ) and ask them to credit my account for the $30. Not happening.
I like the products but I will never deal with this outfit again."

"They shipped my item to the billing address not shipping, even tho I specified that the SHipping address is different than the billing. Now after wasting 30 min with overseas customer support, they told me to call USPS on my own and tell them to change the address, like wtf this is not my business it's your fault. I am thinking for a chargeback now, f*ck these guys... "

"I placed an order on line - I receive a confirmation of my order with a order number. A week later i went to look at my order status and could not find it. I reach out to customer service to find out about my order. when i called i was told that my order was cancelled - when i asked why i was told i need to call my bank. when i asked why Eddie Bauer did not inform me i was told i need to talk to my bank - when asked why i did not receive an notification from Eddie Bauer so i can resolve the issue and still get my order (as other vendors do ) again i was told i need to contact my bank as it's not their issue and they do not need to contact me - terrible response"

"I initially went to the Eddie Bauer store to purchase a men's superior down parka only to find out they ran out of my size which was fine. the customer service at the store was great the staff knew their stuff. The manager offered to check other stores and back stock which she did only to find out they were out of the item across the board. She went further and went online to check as well and stated that if they could get the jacket that she would have them expedite ship to the store. Again they were out of the size. Finally she advised me to keep pulse on the item online as sometimes people return them and the size might be available. I asked what if the 40% off sale ends before then and she stated that Eddie Bauer would take care of me. So that's the good part of this review. Now for the bad.

I finally was able to locate the jacket as it became available online again just as the manager from the store stated, however it was no longer on sale for 40% so i placed a chat with online customer service and advised them as to the situation and they honored the sale. I gave them my credit card info and they processed the order.....so i thought!!! Like many other reviews the order was placed an order number was given but never executed. A full week went by and I never received an email confirming the order or shipping notification. It took me to call customer service only to have them tell me that the bank stopped the payment and they declined the sale therefore Eddie Bauer canceled the order. I advised them that my credit card statement shows a charge from Eddie Bauer. After calling the bank they confirmed that the order was approved and it was pending. After calling customer service back the told me that even though it shows as pending/approved it wasn't really approved. I never heard of such a thing. Customer service stated that they can re--order it again for me i said yes. They came back and said sorry the jacket is sold out. I was livid. She apologized and offered me the 40% plus an additional 20% for another jacket i said no because it was not the one i wanted so she said that she would put the notes in the system just in case the jacket comes back available they would honor the 40%+20% discount. I said OK. A week later I get a notice that the jacket is back in stock i called again they honored the discount as noted and processed the order AGAIN they gave me a confirmation number AGAIN and my card was charged AGAIN. So a couple days go by no email confirmation AGAIN. I logged into my Eddie Bauer account online to check status and the order number they gave me was not valid so i called customer service AGAIN. I gave them the order number and they couldn't pull it up, they then used my telephone number couldn't pull it up finally my address worked....are you kidding me? So over all i was on hold for total of 45 minutes only to be told yet AGAIN that the order was cancelled due to the bank placing a stop on the charge yet my card showed the charge on my account. I again called my bank they stated that it was Eddie Bauer and that they cannot process a pending charge if it wasn't approved by the bank. So they offered to have a three way conference call with Eddie Bauer and give them the bank authorization number that was used for the approval which Eddie Bauer customer service refused to take part in. They stated there was no point in the conversation because the order was canceled and that there was nothing to discuss. Just TERRIBLE! apparently they don't want my business. So Customer service said that for the inconvenience they will be mailing me a $20 store gift card. What am i going to do with that when the sale was well over 70% off a $400 jacket! Like similar reviews i will never shop at this place again especially over the phone orders or chat orders. Eddie Bauer i would recommend you take a look at your poor performance reviews and fix the issue before you lose your customer base. Its no coincidence that the reviews have similar situations and outcomes. "