The death of Eddie Bauer... The experiences listed here are all too familiar. However, the Philippine-based customer service is not the only problem. I have been in touch with the "Office of the President" of Eddie Bauer. I spoke to three different ladies (without accents) who, in each instance, gave me the feeling that they were going to handle my issue, which was to replace faulty merchandise. They apologized for the poor service and assured me that they would handle my problem. In each case there was zero follow through.

If any of you want to hear this story please contact me and I will fill you in on the entire sad story. The important thing is to NOT patronize this company. Their days as a reputable purveyor of high quality are over.

I ordered a coat on January 13

I ordered a coat on January 13. I contacted the company on about February 7th because I thought that was more than enough time that I should have received at least an email stating that it had shipped. During the first chat with customer service they told me it would ship by February 9th. On February 13th I talked to customer service again via chat. They told me the item was out of stock. Selling things you don't have is fraud. They said it would ship by the 20th. I don't know how that's possible. I imagine I'll be disputing the charge to my credit card company.

I ordered a jacket online for CHRISTMAS in November. It still has not arrived and has been "in transit" a week. Customer service was no help and would not offer a refund until after the item arrives. This is why people shop Amazon.

I bought a coat from Eddie Bauer. As part of the process you have to give your email. Ever since I've received 2-3 email/day from them. They say to stop I should respond with UNSUBSCRIBE in the subject line. I've done so repeatedly. The email keep coming. I called customer service and waited on hold for over an hour. When I got an agent I was told the request would take 2-3 months.
Avoid this company. Use LL Bean instead. I've bought from them as well. I receive 1-2 email a quarter.
RIDICULOUS!

Have shopped EB for years and even reached the "gold" rank and then 5 star to 0 in 1 month! I have been almost begging EB to respond to emails regarding an order they shipped with wrong items sent to me and missing items. I am not available to call during their hours and chat isn't working. At $75.00 for a pair of pants and the amount I've spent at their stores over the years you'd think someone could take 1 minute to respond to an email!

I went to E-B tonight with the family. Everything in the store was 50% off. Cool. I asked the clerk, Rachel, if i could use a bonus certificate that expired 11/14 and a rewards certificate (does not appear to have an expiration date). The clerk's response surprised me. She accused me of already using them, saying she had seen me in the store a while ago. That answer floored me. It ruined my night and my shopping experience at E-B. That was the worst customer service experience i have ever had.

I ordered one single item from their website with a gift certificate for $10 off. The item was ordered with overnight shipping with a guarantee of the delivery the very next day. Looked at my confirmation email, but they removed the $10 certificate from my total. Contacted customer service who then claimed to have applied the certificate. Waited for second email verifying the item had shipped (overnight means should have been shipped same day as purchase) but never received email. Contacted customer service again, they said the "lost" my order. Made sure they had my order number, and asked for an update immediately. They claimed that because my item never shipped out on time (due to their own negligence) my order would take 5-10 business days to process?! Oh but they waived the overnight fee which in the website was a mere $12, but the representative said he took off $21?! So basically they lie about their shipping fees and then refuse to actually do their job. Pathetic.

I have tried desperately to return a pair of shoes…I made two mistakes…first, believing in their "easy return policy", second thinking their employees know the definition of customer service. Never again will I believe that bull crap.

It's been since April 2020, that I ordered two shirts which I received and paid for. However, Eddie Bauer keeps putting another charge on my credit card since April for a third item I NEVER ordered. I've call, chatted, email and spoken with Customer Service and Billing departments. Customer service told me to call my credit card company to have the pending charge removed for the last 3 Months - which we all know the credit card company can't remove a pending charge until it gets charge at which point they will dispute the charge. Customer service didn't know how to clear up the issue. The Ordering Dept realized there was a problem and assured me the problem would be resolved within 5 business days. Well, today Eddie Bauer put another charge on my credit card. Obviously, Eddie Bauer's main concern to is make money but doesn't care about charging people for items then never order. Beware!

Online orders included used clothes as "new". Customer supports doesnt resolve problems but giving false information. I probably will not buy from them anymore. It used to be very good company...sad

I haven't ordered from Eddie Bauer in a while because the quality of their clothes hasn't been good but I never had any issues with theor customer service until now. I returned a parka that was received and apparently processed but have yet to get my refund. Unfortunately it's now too late to do a PayPal dispute or else I would go that route instead of trying to get through on the phone. I've called daily for weeks and have never been connected to an actual person. Funny that the sales side still answers the phone.

Eddie Bauer has not a been doing well and was recently purchased by a private equity firm that merged it with Pac Sun so it's only a matter of time before Eddie Bauer declares bankruptcy again and dissolves. Good riddance.

Do not buy from this company!

I have loved EB products over the years, however dealing with their customer service department is a joke. Not to mention they are not professional enough to reflect true stock on their website. I ordered an item and they kept changing the "estimated" shipping dates by days, sometimes a week or more before it would POSSIBLY ship. I contacted customer service and they told me I couldn't cancel my order. I would have to wait for the order to process entirely and then return it at my own shipping expense. I was promised correspondence by a CSR as well as a supervisor, neither of which were fulfilled. I spoke with another CSR today and they informed me I would be called back within the day, but it's not looking too hopeful.

I have spent 100's of dollars on Eddie Bauer lined ski pants (3 pairs), T shirts (5), flannel shirts, and one T shirt has a defect and they refuse ($29) to give me a refund. I can mail it ($), drive to UPS to mail ($ gas 4,25 gal) and maybe they will make a decision to replace it (or not). What a terrible company. Will never do business with them again and will tell all my friends what a s--- a-- company they are. It is less then a one star company JIm