"Buyer beware. It should be a sign when there is no way to email the company direct with a question or complaint, and they never answer a call in less that 1+ hours. I was on hold one time for 1 hour 45 minutes and the other time for 2 hours and 5 minutes. I bought a coat for my son and paid extra to get it shipped on time for our Christmas celebration. I got an email right away saying that my order was process, but the link to check progress kept saying that it was not yet processed. After 4 days, on the day my coat should have arrived, i decided to stay on hold as long as it took. 1 hour and 45 minutes, When you check your order via their automatic phone prompts, it says, "If you are inquiring about your order, do not worry. It will arrive on time, we GUARANTEE it, even if it requires expense on our part." FYI..that is not true, as the "customer service" person told me. In fact, when i finally got a person to talk to, and asked about my order, she shouted at me, "Do you know how busy our warehouse is! We will get to it when we can!" When i asked about the policy that guarantees delivery, and she said, well, it is what it is. Your order is still sitting in our warehouse and has not ever shipped out. I asked that it be shipped overnight for our Christmas and she said no. I asked for Saturday delivery and was told no. It arrived the following Monday night, 4 days late. This company is rude and i will never order from them again. Beware, if you order, it might be the last time for you too. But give yourself an extra week to get your order and don't expect to ever talk to anyone at Eddie Bauer if you have questions or problems with your order."
"Eddie Bauer's on-line sales service is UNBELIEVABLY bad. Made some purchases on-line in September. Some issues. After escalation, they were apologetic and tried to rebuild goodwill with a couple of merchandise credits. Nearly four months, many prolonged phone calls to their call centres later, we are still trying to get the purchases using the credits, to work. I have only kept going out of stubbornness. But really, considering how much time I've wasted on this, wish I'd just cut my losses at the outset. But who would have thought Eddie Bauer, a company with a long solid retail history, would have been such a disaster. Yes, quite unbelievable and we still have not got things fixed, spent 80 minutes on the phone yesterday with Brenda and Nakita (supervisor) in their call centre. Things are still not going through. Wish I'd never tried buying anything from them to begin with........
"
"I found a clearance item online and decided to order it 3 days before Christmas knowing I was ordering late. I was not willing to pay the extra fee to expedite shipping. When purchasing, I put in the code which gave me an additional 50% off the already clearance price and proceeded to check out. Much to my surprise, I received a note saying that Eddie Bauer would expedite the shipping at its own expense to make sure the item was received by Christmas! I happen to live in a rural community in Southern Colorado and never expected to see it on time, but it landed in my mailbox December 24th! Kudos to Eddie Bauer (and the Post Office) for going the extra mile. I love the stocking cap and am delighted with the customer service. I will continue to shop with Eddie Bauer."
"EB sold me a "new" slipper that was clearly used. The slippers were delivered in a torn-up box that had been taped together. Obviously, they had accepted a return on a pair of used slippers and put one of the used ones in the box they sold me (the other slipper was new). Customer service (using the term loosely) agreed to let me return them, but offered ZERO accommodation to find me a new pair -- 5 days before Christmas. "
"Purchased 2 sweatshirts from Eddie Bauer 2 weeks ago after receiving a 60% off e-flyer(I had an account with them). Great deal, right? WRONG! 2 days later I receive another e-flyer for only 50% off...except now the price point on the sweatshirts is cheaper by $10. I contact Bauer for a refund. No reply. I receive another e-flyer. Now the sweatshirts are $20 cheaper??!!! Again I contact Bauer. No reply. AVOID BAUER AT ALL COSTS! I have had no issues with them until they started cheating. Now I'm done and I have contacted a media consumers group to investigate."
"I recieved an emil with a good promotion and i tried to order online.. but when i go ahead and try it, it doesnt work... so i called in the sales department and the guy is not aware of the promotion at all !!! Awesome !! i was able to find a woman through chat service but she could not do anything cause they are customer service and not sales department!!! (What !!).. she asked me to go ahead and order online and they will adjust it backed. I was stupid to believe and placed the order.... to get the adjustment, i called atleast 15 times and was put on hold for 30.. 40.. 50 min... 2hours 43 min.... they havent answered my call yet.. "
"I know Eddie Bauer hasn't been doing well financially but this is not the way to come back from years of slumping sales. I returned a parka that I had purchased online and I have yet to receive my refund after 4 weeks. Online chat is disabled, emails go unanswered, and I have not been able to get through to customer service no matter what time of day I call. My record for waiting on hold is one hour. Out of desperation, I connected to the sales side (funny that they have enough people working sales) and got into a shouting match with the rep who insisted my refund was issued. She basically blamed my bank but my bank says no refund was issued and now I am done. Eddie Bauer has lost me as a customer forever. Nothing they produce is amazing or unique enough to make me ever forgive the utter contempt and disregard they have shown for their customers. I have told everyone I know to avoid Eddie Bauer and I will be filing a formal complaint with the FTC after leaving negative online reviews everywhere.
If you can get to a store, please just return what you've bought and don't even think about doing an exchange or return through the mail. At this rate, I don't think Eddie Bauer will last much longer so that 100% lifetime guarantee isn't going to do you any good after they go bankrupt. It's just a matter of time."
"Customer service is a joke they overcharged me for items then sent me a email saying one of my items was back ordered until the middle of next year but still charged me I have been calling for three days and not able to talk with anyone "
"i have ordered the product but not received and called Customer service it too 1 hours :45Minutses hrs to catch the executive but she disconnected the call before the discussion over.
if you not trust me then call @ @ 1-***-***-**** ..will see whats happening."
"I even can’t estimate the quality of products because EB unable to receive it for 20 !!! days. Before sell products learn how to do it! No clothes no money back. Excellent, EB!!!"
"On November 26 I put in a large order to Eddie Bauer's online store. I have to admit I thought they were great deals and I have liked Eddie Bauer quality. After I submitted my order the message said that I should receive my order between Nov 29 and Dec 5. I also received an email saying my order was being processed and giving a confirmation #. When it had not arrived and I had not received any further shipping information by December 7 I emailed them to find out what had happened to my order. I thought probably it had been delayed by the Canada Post strike action so was prepared for that. I just wanted confirmation that the order had shipped. I got no response. On December 10 I "chatted" with a customer rep online. She told me my order had been cancelled because "vital data" was missing. However, she could not tell me what data was missing and why I had not been notified. She just kept repeat that vital data was missing, that my order had been cancelled and I would have to reorder. She said she could "see" my order but that it was cancelled and there was nothing she could do about it. If she could "see" my order I don't know why it could not be shipped. I asked her to send me a list of the items I had ordered and she said she would send it right away. Of course I never heard from her again. This morning I got a robot email from the company president saying they were sorry for all the technical problems they were having and to be assured that my shipment would arrive on time (today is December 13 so this is already 8 days past their latest delivery time.) Now I don't really know whether they are shipping my order (unlikely) or it has, in fact, been cancelled. With my luck I will spend hours at the mall replacing the missing items and then they will ship the order."
"This has gone beyond anything I have ever experienced, and I would like to start off saying I will NEVER be ordering from Eddie Bauer again. I placed a very small order - just one fleece pullover - on November 22nd. The item was shipped on November 25th and had an estimated delivery date of December 6th. I am aware it is Christmas and that shipping takes longer at times.
However, that is not so much my frustration as much as the fact I have been keeping track of this order since it was shipped - as it is a Christmas gift - and noticed that it said “delivered” very early. Long story short, I contacted FedEx regarding the “delivery” and was told it was actually delivered to USPS via SmartPost. So, I waited a bit longer I continued to check the USPS tracking, and it has never changed from “not received from carrier”.
After noticing this was not changing, I decided to contact Eddie Bauer directly since it seems to be lost in the mail. I first contacted them via email on December 7th - yes, only one day after estimated arrival due to the strange nature of shipment. I waited for a response from them for 5 days before deciding to try calling. I called yesterday, December 11th, and waited for 20 minutes with no answer. Today, I gave them one more chance, and out of curiosity, waited on the line for not 20, but 30 minutes! Still no answer... I am beyond appalled at their lack, no, NON-EXISTANT, customer service.
Since, they have not the courtesy of responding to customers, I have disputed the transaction with my bank and will now continue to report them on every available platform. This is not a professionally run business, and I am beyond disappointed. I have purchased many items from this company in the past because I appreciate their quality. Unfortunately, I will have to forego the quality and find a new brand since I know that they do not take care of their customers. "
"Everything was ok until I had to exchange for another size. It's been over 2 months now and I'm still waiting for them to "process my order."
I've called twice - the first time required two calls, as after waiting on hold for just over an hour, I was disconnected. The second call got me connected in 55 minutes and the rep wasn't able to find the order and told me to call back in a week (I had sent it 6 weeks earlier).
I just got off the phone after waiting for 45 minutes and the rep said that they received it on Dec 5, but it takes two days to process the exchange. I pointed out that it's now December 12, but he simply told me that i'll have it within a week. When I asked him to confirm what they were sending (to make sure it was the right item and size), he told me he was unable to see that information but I'd get it soon.
I asked him if it had been sent and he wasn't sure. I told him that their return email stated I'd get an email confirmation when an exchange was on its way and I hadn't received one yet.
He told me that I will but had no information to confirm when.
When I asked him how he could promise me that i'd have it within a week, he just repeated the promise.
A complete waste of time. This is easily the worst online major retailer in the U.S.
Pathetic."
"I ordered a Christmas item on sale at the beginning of December. A week later I received a "this item is on backorder until March" email despite it still being listed as in stock on the Eddie Bauer website. No online chat was available so I spent 56 mins on hold to speak to a customer service agent and inquire about the problem. The agent said the system showed that my item was indeed on backorder despite it also suggesting they still have inventory (and thus it was still allowing new orders online). After several minutes on an additional hold I was told that since they may still have some in stock and because I ordered the item a week ago that I should ignore the backorder email I received and that it would likely ship out anyway.
We'll see what happens. I'm not encouraged and I likely won't waste the time or effort again. What a terrible shopping and CS experience. "
"If you want to call Eddie Bauer, be prepared to wait ONE HOUR on hold! So I bought a coat and it was too small. I used the pre-paid label and marked exchange for one larger size in the same color and dropped it off at the post office (ALWAYS ask the postal employee to scan the barcode and issue you a receipt, NEVER just drop it off). I waited. And waited. Finally after three weeks I called and I was told there was no record of my return and it can take up ONE MONTH OR MORE for them to actually get the item I sent recorded into their system. By this time the color I wanted was sold out in my size. So I asked to cancel the exchange and just issue me a refund. Was told it would be done. One week goes by. Then two. Nothing in my bank account. I called and was told the refund was "just processed" for what I paid MINUS SALES TAX. I asked why and the person said I don't know. She put me on hold a few times and said she was issuing a refund just for the sales tax. But, no coat for me in the color I wanted. So, if you want to exchange, DON'T. Just place another order and send your item back for a refund. Eddie Bauer makes great clothing but their customer service is THE WORST IN THE UNITED STATES OF AMERICA."