How are they still in business? The experience I just had with them was so poor, I wish I could give them less than one star.

On Cyber Monday, I ordered two items. My purchase was based on their ADVERTISED delivery dates. I paid extra for their three-day shipping. One of the items was intended to be a birthday gift. I calculated that I would be able to receive the item, wrap it, get it in the mail, and the recipient would have it in time for his birthday, if not two or three days before. When I received notification that it was SHIPPED on the same day I should have RECEIVED it, I called Eddie Bauer.

First, I spoke with the customer service rep who answered. After she was not going to do anything and had no suggestions, I asked to speak with a supervisor. Little did I know, the person she transferred me to was NOT a supervisor! (I found that out today.) But it wouldn't have mattered if he had done what he said he was going to do. But he didn't. (I found THAT out today too.) He offered to call Fed Ex and re-route the item, since the two items were not shipped in the same package. I gave him the gift recipient's address. I told this "supervisor" that it must be received by Tuesday, which was yesterday. I wasted 26 minutes on that call.

I was angry and disheartened when the package—that should have been re-routed—arrived at my doorstep yesterday—on my cousin's birthday. My cousin has been staying at home during this pandemic, as he is over 60, overweight, has diabetes, high blood pressure, and cancer. If times were normal, we would have taken him out to eat and celebrated his birthday in person with many presents. It was so important for Eddie Bauer to do the right thing, which, sadly, they could not. I immediately wrapped his gift and packaged it to be picked up by the USPS, along with two other packages. Then I called Eddie Bauer. They closed at 2 PM PST, and I had missed them by one minute.

Today I called them. I asked to speak with a supervisor. But first, I had to explain to the customer service rep why I needed a supervisor. As I told her, 1) I last spoke with a supervisor, and 2) I have a comment and question.

Comment: I am very disappointed in Eddie Bauer. Question: How did this happen? That is how I began my conversation with the supervisor today. After telling her the sequence of events, she said, "How do I say this?" I said, "Fed Ex was never called?" She said, "No, they weren't. But Dane is not a supervisor. You were not speaking to a supervisor." So, to make matters worse, the person I was transferred to a few days ago, who OFFERED TO RE-ROUTE THE PACKAGE, not only did not do so, but also was not a supervisor! Then I asked her, "So he just POSED as a supervisor?" She said, "Yes." He also never issued the refund of the faster shipping amount, like he said he would, which I found out later.

Who knows if I was really talking to a supervisor today. She said she was "dismayed" by what had happened. Near the end of our conversation, she said, "I will refund you $10 for all you've been through." I thought—$10, are you kidding me? I wasted 47 minutes on the phone with them this time and 26 minutes the first time. Oh, and she said she would refund the shipping fee for the faster shipping, which I didn't receive. It was only then I discovered that Dane never did that either. Then, she said, in case I changed my mind about doing business with them again, she would give me 20% off my next purchase.

Well, there will be no next time. NEVER AGAIN! As I said to her, this is my first and last time with Eddie Bauer. I wish I hadn't had a first time. If I had only seen these reviews BEFORE I made my purchase, I would have shopped elsewhere. SAVE YOURSELF STRESS, FRUSTRATION, AND TIME! FIND ANOTHER COMPANY TO DO BUSINESS WITH! PLEASE! BUYER DEFINITELY BEWARE!

I went to an Eddie Bauer store to return some stuff I bought at Eddie Bauer's (online) for my wife. I wasn't sure of exact sizing so I had purchased double's of a couple things with the intent of returning the ones that didn't fit (tags still on). My wife had misplaced the receipt and I did not have my member number but gave them my info so they could pull up my account. The sales associate couldn't find my account (still don't know why) and kept asking me for yet more information (email, address, order date, etc) which I gave her.

After taking over a half an hour to fail to pull up my account the lady said that they can refund me but only on a gift card and at 50% of the lowest price they have sold it. Gift card was NOT what I was going for but I said ok because I just wanted to get out of there. (I had come here from the dentist because it was nearby and my numbness was wearing off and my mouth was starting to really hurt) At this time the manager of the woman helping me came out and was trying to access my account. Where the sales associate had been civil, if incompetent, the manager was extremely cold and demanding and asked the same questions of me over and over (as if I was lying). Another 15min goes by with the sales associate finally getting the ~7 items refunded and giving me the gift card. I then purchased a pair of shorts I had previously found. After buying the shorts, the manager turns to me and says "you need to give me the gift card back, you can't have it". I am totally confused at this point and the manager tells me that they may have another way to look up my account and I can't leave until they do. She then asks why I'm not giving it to her (I was trying to figure out what in the world was going on and really needed to leave). Both the manager and the sales associate are saying "give it to us now" and "You have to give it back" etc. So I asked them how much longer it would be (it was 50min at this point). They said they couldn't tell me how long... And I was stupid and gave them the card back and went outside and sat in my car and waited. After another 10ish minutes I went back to ask if they've gotten any further. The manager is on the phone with coorperate. I told her that I needed to go and to just give me the gift card (its been over an hour now for what should have been a simple return!) and she said her boss is on the phone and her boss said that she can't do that. The manager then said "if you just had your member number this wouldn't have happened". As if it my fault that their antiquated systems couldn't pull up my account with my name, address, email, drivers license info, etc. She then asked me for my information AGAIN! I was a bit ticked by this time and sarcastically said that I appreciated the great EB warranty and customer service. Another 10 minutes or so (felt like an eternity) went by and I asked how much longer it would be. She said she didn't know and I told her I had to go and to give me the gift card. She again said she couldn't do that and went back to talking on the phone. I managed to not lose my temper and start swearing at her which I am still happy about. However, I had had enough and noticed she had the gift card back behind the counter within reach. I took the gift card and receipt when she wasn't paying attention and said goodbye. Her response was "Your just going to walk out of her?! Just like that?!?". Umm... yes?

I still don't know why this happened. Supposedly you don't even have to have a membership or receipt to return something to EB so if someone wanted to falsely return something they would just have to say that it was a present.

I am really sorry I was too busy working on controlling my temper to get the name of this manager. I have never been more harassed by someone before and I hope nothing like this happens to anyone else that goes here thinking to return something.

Note: store was the EB outlet store in Portland Oregon and I went on 9/06/17 around 2ish.

My husband really like there Polo shirts