"I have had the worst experience ever finding a winter coat. I made a purchase online February 10th. I used a gift card. I realized after I made the order, I miss spelled my address. I called immediately to fix the address. The customer service rep was one of the rudest people I’ve ever delt with. She says she can’t edit the order but she will “try” to cancel it. She said that my card would not be charged til it was shipped so I was free to go reorder it with the correct address. I never got an email that it was cancelled. I did however get an email that I ordered was no longer available and my card has not been charged. I went into the Eddie Bauer store in Wichita Kansas to try and order a different coat. It says my card only had $16 on it. It had $147 before! She called customer service and they said that they mail me another store credit and may take 2 weeks to get. By the time I get it, winter will probably be over. And to top it off, the 60% off sale has gone to a 40% off sale.
I never want to deal with this company again if this is how we are treated. The lady on the phone on February 10th was so snide and snotty. I think her name was sanureka or something like that.
"
"In store, the service was horrible with an associate misleading us over the possibility of ordering the correct size over the phone. Online, another terrible customer service experience with two different agents/two different days. They were extremely rude and condescending to my husband when he placed the order and then to me the next day as i was inquiring about my order not showing on my account 24 hours later but already showing on my credit card statement. This is my last purchase at Eddie Bauer."
"This fall I bought five flannel shirts. Two from Eddie Bauer and three from LL Bean. Both in size medium. Both meant to fit size 10 which I have been for many years. The one from L L Bean are great, good quality, fit well and wash well. No shrinkage. The Eddie Bauer ones fit snugly and shrank slightly, did not dry them, hung them after washing in cold water. I regret not sending them back in the beginning. Now they only button in the middle, not too comfy. Have to wear over a camisole. Probably will donate them. Only worn a couple times. Lesson learned, I will never purchase from Eddie Bauer again. "
"Canadian returning a coat. Took 50 minutes on hold to get customer service but fine they provide a return label by email. 28 days since they got it back and no refund. Phone wait better ( only 40 minute hold) to follow up. Still waiting for refund. Never again !"
"I am now retired, but when I was employed there were a number of Eddie Bauer items (pants and shirts) that I ordered and re-ordered on a regular basis. More often than not the website was very slow to load pages, or would simply not load. In Jan 2019 I attempted to order some items, and it is worse then ever this weekend. (Yes - I have good internet speed). I have tried for 3 days and clicking on most pages gives me an error code. I can understand any website having an occasional issue, but when a site has an issue for 3 days without being fixed I think it says a lot about the company."
"I placed an order for an item that was back ordered in December for shipping Jan 1. Jan 3 came along and they cancelled my order saying they weren’t getting more in. So I placed another order for the same item but different color (I got the original pair at almost half the price of the new pair so I asked them to give me the sandals at the original price and they said you have to pay full price then I’ll issue you a refund so I did, then she goes and says I have issued you the $10 shipping cost you will get it back in 10 days and then she issued a SECOND refund for the shoe discount which I had to wait for 10 days for as well!) then the next day they got the item I originally wanted back in stock!!! So I called and asked them to refund me or issue me the correct sandals they said we cannot cancel your online order we will ship it out to you and then you can return the item and re purchase the correct one, not to mention their refund process takes WEEKS! So I said can you just cancel my order and I’ll go in store and buy it myself they said no problem! Order cancelled! So I go buy it in store.... few days go by I get an email saying my sandals have shipped and my card has been charged!! I called customer service back and they said no refund can be issued until we get the item back (not to mention I found out they never even issued me my second refund on the shoe that they said they would refund me for!!) I told them give me my money back and call your postal service and get them to bring it back to you I don’t care it’s your fault! They denied me and said sorry no refund today, bye. Like seriously!! They didn’t even care that I told them I would spread the word of their horrible service. Shows how much they really care!
Never again will I buy from this company online or in store. Over priced, cheap items and horrible workers. "
"Buyer beware! You better get your order right, because shame on you if you don't. If I could give them no stars, I would. It's no wonder they don't offer reviews on their website...if they did, no one would shop there. I've been trying to get a response from customer service for over a month now. Any time, and I mean ANY time I call (early, late, weekdays, weekends) I get an automated response saying they're experiencing a "higher than normal call volume" and have been placed on hold forever. I've waited at least an hour on more than one occasion. Emailing isn't any better. If your lucky enough to actually get a response, and you reply, then no one responds to your reply. I will NEVER shop Eddie Bauer again!"
"extremely long wait times.....
rude people
terrible doing business with them
returns not showing up as being returned --- no way to talk to anyone... the worst."
" Have yet to talk with a customer service agent... how can you run a business like this? On hold for hours. They shipped the same thing 3 times. "
"I bought a coat from them. It was fine, but ever since registering with them (a necessary part of the process) I’ve received 2-3 email/day from them. They say to stop I should reply with UNSUBSCRIBE in the subject line. I’ve done it repeatedly by the email keep coming. I called customer service and was told they will gladly remove me from the mailing list. But, IT WILL TAKE 2-3 MONTHS.
Stay away. Use LL Bean. I’ve bought from them. I received 1-2 email a month.
RIDICULOUS!"
"I ordered a custom down jacket online that was on sale for 50% off back in October and their website wouldn't allow me to check out. I called and was on hold for over an hour before an agent said they couldn't take my order over the phone and instructed me how to place my order online. I tried for another hour and each time could not check out. I tried again a month later and had the same. I called and was on hold an hour AGAIN and was told the same. I asked for a supervisor who was able to place my order but I was charge full price. I called again, was on hold for an hour AGAIN and asked for my refund. I was told they would process it. Nothing! No credit. I called AGAIN and was on hold for over an hour before I finally hung up. I emailed them and got a reply email saying to either reply back to their email or call them. I tried replying to the email but it came back undeliverable and I was NOT about to spend another hour on hold. I emailed them AGAIN from their website explaining that my jacket was a month overdue and that I still hadn't gotten it and nobody had apologized or offered any kind of compensation. They emailed back and said I could call or respond back to their email. Done. 8 weeks after double charging me and still no credit and no jacket! THIS COMPANY ****!!!! Too bad, because the products are good but their service is the WORST!"
"I had a simple exchange to make and spent over 5 hours on hold over six different sessions.
They simply do not answer the phone...and shut down all other links to access to customer service.
The people at the retail locations are extremely helpful and seem to have the same poor service issues with the catalog division as their customers. My issue seems like it will never be resolved...so Eddie Bauer has lost a customer for LIFE!
"
"I would have to pay $7.99 to ship an $8.99 pair of little socks. "
"If you ordered something from eddie bauer, you get what you get. whether you ordered something by accident and attempt to cancel it 30 seconds later. or you get the wrong item weeks later. your stuck with it. customer service is virtually non existent. It took me 4 hours of waiting on the phone just to have someone tell me they could cancel the order I made online that hadnt event been processed yet."
"billing the wrong item i never receive
calling for a month and can not reach the customer services
bad experience ever
bad customer services"