Wasted hours of my life trying to exchange a cloud cap 2.0 storm rain jacket that liner started peeling badly and failed only to be shuffled between their local locations and back to their nonsense 1-800 #. Mailed in the old item and because they have no tracing program got stuck with another useless C.S. Twat. Save yourself the headaches and time and shop anywhere else but Eddie Bauer

Long-term intermittent customer. Fortunately most purchases handled correctly. BUT: Ordered 2 items over 5 weeks ago. I was told both items were shipped several days later. 1 item received within about 1 week. Tracking showed 2nd item was at FedEx in CT several days after shipped. Never received. I used their chat and waited for close to an hour, then transferred, and told unable to process because not over 1 month--even though it already WAS over 1 month. I used chat again a few days later--unable to connect to person--waited over 30 minutes. Called Customer service--recording says use chat. 5 minute wait for chat, then 35 MINUTES! To process simple refund with a person. Eddie Bauer has big problems. I see pretty widespread agreement on line regarding bad customer service for things like refunds and returns.

Buyer Beware; Long story short – bought a coat from Eddie Bauer used Klarna for payments. Returned coat (too small) & bought another. Eddie Bauer claimed didn't get it. Klarna still taking out payments. Both Companies are uncooperative and will not help. Customers are not number one here. Treated better at other stores like LL Bean.

I have bought several pairs of EB jeans over the years and nearly every pair has a flaw in the material that after a few washing the fabric begins to fray. Shortly after that happens a hole develops. The jeans look like new other than the hole.
Since I don't wear the jeans that often I can't return them as they are over a year old. One picture shows hole other picture shows defects in material which will result in fraying after a few more washings.

Eddie Bauer doesn't mind taking your money but offers no way to cancel. Less than 5 minutes of ordering I realized I ordered the wrong color. On the site there is no option to cancel. I sent an email as the site suggests for the cancel and no one responded to me. I called the number and even though it was literally 5 minutes since I placed the wrong order they said it was impossible to cancel or change the order for me since it was being processed. In only 5 minutes? I will not order from them again. It's just not worth it when there are many companies out there that don't mind working with there customers. Never again

I bought 3 pair of shorts all the same size. One pair didn't fit so I had to return them. They charged me $7 for return shipping on overpriced shorts. This is why Amazon is taking their business…poor customer service!

Ordered a jacket online that was in stock in 11/2023. I live in Seattle not some difficult place to deliver to. For the last three weeks everyday I get an update that today is the day it will be delivered. Never arrives. It is near impossible to actually speak to anyone who can actually sort this out. Eddie Bauer, UPS, and USPS all have a hand in the delivery. I called a store and the guy said that they get calls all day long with similar problems. They cannot assist. Doesn't bode well for them if they are getting calls all day long and this is only one store. My last resort is to contact my cc people and tell them that the charge is bad. Maybe that will get someone attention. Just pathetic. Thankfully it is not a gift and something that I can get along without.

Purchased pair jeans approximately 30 days ago they split buy the back pocket. So I called the Wilkes barre store where I purchased them. Talked a person name of supposed to be manager hard to believe she's a manager. We don't do returns unless it's Zipper doesn't work. I said it was a default in the fabric. She said can't return unless it falls under one of our defects. So I said tell me what the defects are. No clue! Then she hung up. Canceling my credit card. Awful policy's.

I made an in store purchase last season on a First Ascent down jacket and I loved it. When I removed it from my closet this season, I noticed a small hole with feathers coming out. I was under the impression that the "product guarantee" would include this type of defect considering the quality of the material would in theory be poor if it could so easily rip being pulled out of my closet. I was told that because it wasn't a "factory defect" at the seams, it was not covered and they couldn't help me. It just sucks to spend $250+ on a jacket that only holds up for one year. I have down jackets in other brands that have held up several years. I won't purchase another down jacket from Eddie Bauer due to poor quality and lack of willingness to remedy such issue by the company.

Not only is the refund process slow, you have to stay on top of it because they will not automatically refund you. You have to continually nudge them to get them to credit your account. I will never use them again.

Received a $10 off code went to use it at checkout & noticed it then added $10 to shipping costs. Shipping is free for anything $25 & over. When I removed the code the shipping costs went back to 0.00. So I reached out to cust service & asked about this shady $#*! & they said "go ahead place your order & then we'll apply the $10 discount" Yeah I think not. What a joke.

Went back to an Eddie Bauer store where I bought some capris for my wife. They would not do an even exchange because I did not have my receipt. The same capris were still for sale in the store. The capris had all the tags. I will never shop with them again.

I called to change an online order within 30 minutes of placing the order. I waited on hold for 35 minutes and was then told "it was too late to change the order." So now I have to wait for the package to arrive just to return it. I called a 2nd time and waited on hold an incredibly ridiculous 45 minutes! Does this sound like a company that respects their customers? Bye Bye EB!

I ordered a pair of polar wind pants from Eddie Bauer. It took almost two weeks to receive a package and when it arrived, they had sent me a pair of shoes instead of the pants. I called customer service. The customer service rep was polite but the company refuses to cancel my order until I either take the wrong item back to an Eddie Bauer store or go through the multi step process of returning it by mail, both major inconveniences to me. It seems I am paying for their mistake and they refuse to credit my account until the item is returned. Won't be ordering from them again and should have read their awful reviews before doing so in the first place.

I returned a defect coat and got confirmation that Eddie Bauer had received it. I made a few calls in the past 6 months, but have not received the refund until now. They always said that the e-gift card will be sent to my email box with 48 hours, and also provided me a order number of the e-gift card, but never really send it out. The status is always "your shipment is being prepared ". It's so frustrating!

EB deserves a 0 due to their complete lack of customer service. It is disappointing because I do love their many of their products (although the over-all quality has gone down in recent years). I have been a loyal customer for well over a decade and have recently been through a terrible ordeal with their deteriorating customer service department. Historically, I order a lot from them. I am a Gold Level member, but have ignored their recent rewards, eddiebauer.com sales, discounts, coupons, etc. It has been months since I returned five pairs of pants - and although they acknowledged receipt of the items in early April, they still have not refunded my money as requested (it is mid July). They claim that they changed systems and cannot do so, but I can see all of my order information and credit card info when I login to my account. It is total incompetence. And, good luck getting someone who can help over the phone!

Heading to Greece on 10 July, I order some shorts on 3 July paying extra for 2 day delivery. They finally shipped on 5 July. The delivery date is 11 July. This seems like a Bait-and-Switch tactic. I called Customer Service and explained the situation - they were sorry but offered no real help. As the people below state don't trust them.

The Eddie Bauer Website refuses to cancel your order unless you do so within 30 minutes. My reason for doing so is that they did not have the item in stock even though the website indicated it was available. It is on back order and I'll be forced to wait 5 to 6 weeks to return the item. I know of no retail outlet who refuses cancellation before the item has shipped. Disappointing.

I like Eddie Bauer's products and have shopped in their stores for years. However, Eddie Bauer customer service and institutional honesty has fallen on hard times. I ordered about $90 of sale items on Dec 20,2020. I received an automated confirmation and FedEx tracking codes. One month out FedEx was still indicating these tracking codes never entered their system, so nothing to track. After several emails to Eddie Bauer's CS I finally got a response and the rep said my MC would be refunded in 3 to 5 business days. Of course, that didn't happen and 3 weeks after the fake refund I'm calling my credit card company to reverse the charges. I don't know if Eddie Bauer are crooks or asleep at the wheel but the bottom line is I didn't get product or refunds due, so it would be wise to take your business elsewhere.