Eddie Bauer's customer service is the worst ever. I ordered a rain parka on a Monday and paid the extra $15.00 for expedited shipping. I needed the item before Saturday. I called Tuesday, Wednesday, Thursday and Friday - and I talked to three supervisors. I was assured by them that the item would come the next day and that the $15.00 shipping fee would be waived. Rain parka never came. On Friday they said that there were no notes that I had ever called and that the item would come next week (leaving on the Saturday for vacation). I told them to cancel the order - and THEN Saturday morning before I left I got an email from them saying the order had shipped. I talked to the bank and explained this was not an approved purchase so the bank will take action. Unbelievable...

I was an Eddie Bauer customer for more than 20 years. Lately the quality of their products is very poor but they will still charge $30.00+ for a plain white cotton t-shirt. Most of the clothing I have bought from them in the last few years (not much), I have had to throw them away or use for car rags within a year. Wouldn't think of donating because it would be insulting. Just ordered two cotton sweaters for a Christmas 2015 gift. They have been washed twice (cold water and no dryer) and look like faded, pilly rags. My husband wore them a few times. On sale, I paid over $40.00 for each one. I went to their outlet last summer and bought a cotton T-shirt for $5.00. The original price was marked as $54.00... talk about mark-up. Done with Eddie Bauer.

I bought a BC Downlight Jacket for50% sale. But the zipper under the arm was sharp so I returned it after the assurance from the on line staff that she will replace it soon she receive the return item and everything is in the system. The item has reached their return facility in OH for 46 days already and still no sign of replacement or refund. Every time I called them they would advised me to wait for another one week. Just today at 46 days, they said they will mail $ 100.00 gift card for their store again? I lost $ 150.00 and more than month of back and forth communications. Please stay away from this store. Other outdoor store are way way better than this crap.

I made the mistake of accepting an Eddie Bauer credit card, and had my credit ruined as a result. Eddie Bauer doesn't handle their own credit. Their accounts are handled by a company called "Comenity." Comenity is notorious for late billing, poor account handling, and suspicious account activity. If you ever have a problem with an Eddie Bauer product, and you made the mistake of charging it to your Eddie Bauer account, you'll never get your money back.

I ordered an Eddie Bauer gift card for my 84-year-old mom's birthday. EB said email gift certificates were not available. Fine, but after I placed my order, it was cancelled because that item (gift card!) was no longer available! Three emails to customer service with no reply. EB no longer accepts phone calls. They have a generic covid 19 recording which directs customers to live chat but screen indicated that option was not available either. Live chat finally gave me a mystifying response that they couldn't verify some info on my order, so they had cancelled it. What the heck is wrong with this company?

I ordered a single item online, and my credit card was charged multiple times. After calling to cancel my order, it turned out my order was going to be 9 days late after paying for expedited shipping. I had to send the order to a new location because of this delay, after which I was told my previous order had been sold out. As it turns out, the new item customer service switched my order to was also sold out! I was not informed that the item I had purchased was sold out - I figured that out when it never came. After calling customer service they were completely clueless about what had happened, and it seems customers ordering sold out items is something that happens daily. Stay as far away as possible.

Bought my child a jacket online and they charged me twice and sent two jackets. Did the online chat and was told that they cannot issue refunds and made an inappropriate joke asking if I could give one of the jackets to him since I got two. Then they said to call my bank. I was beyond frustrated since it was their fault I called customer service and was on hold for 30 minutes or so and was told that they couldn't issue a refund since the status was on process. I then spoke with a manager and they started asking me questions about why I thought their website was faulty and that they would pass on my request for a refund to the corporate office and I'd get a call the next day. Of course I never got a call. They told me to ship it back for a refund but they take out six dollars for shipping. They are the absolute worst and will NEVER shop their brands again in my lifetime. I've never been so disgusted with a company before. Buyer beware.

I will never buy an Eddie Bauer product again. I returned a shirt that had small holes in them. After waiting 3 months they sent my shirt back and said it was normal wear and tear. Seriously the shirt was 5 months old and that is normal wear and tear. You have lost my business forever.

I ordered three pair of pants, received a confirmation. Checked my checking account and found they had debited me twice! They also charged me a dollar for some card I didn't order. Contacted customer service (actually I was considering buying all six pants) received a letter from customer service saying because of Covid 19, there may be a delay in shipping. Got a confirmation of a FedEx shipping... the tracking number wasn't real. So disappointing. I told them to send my money back, I'll go to the damn mall to buy pants. Terrible customer service.

I ordered a product for $242.39. Men's superior down bomber jacket and I had paid extra money for shipping Nov 30th but the confirmation email came on Dec 1st. On Dec 3 I got a confirmation email my item was shipped. Its now Dec 15 and I've called into eddie bauers customer service portal over 15 times since then. I keep getting mixed up messages from every reply I speak to. I was asked to wait and wait and wait and so I did. Today I spoke to 3 different reps and all say different stories. One told me to wait till Friday and one told me my item is lost. I'm super frustrated with the service I have received and no one has once sent me an email or call about an update on my order. I had to call and spend hours getting false answers as each rep said a story that best suited their situation.

I would never order from them again. Stay away from them

Exchange/return process is terrible and EXPENSIVE
Exchange/return process is terrible, convoluted, and expensive. I made two orders of four shirts in each on-line order. I tried to make a straight exchange for all items. Eddie Bauer's policy is to make you return the item, then go back on line to re-buy the item, and if there is a price differential, you have to contact customer service again after you re-buy. In addition, you have pay a $7 return fee for each order, even if you want to exchange them for the same items! So, they wanted me to pay $14 fee to get the same things! Not a great way to treat your customers who want to shop at your store. I will never shop with them again as long as they have this policy, since you will lose money unless you know your exact size the first time you order. Due to the above, Eddie Bauer has lost me as a future customer, and I will be returning the items rather than exchanging them. So instead of making $160, Eddie Bauer is making $14 from me instead. I am sure I am not the only customer they have and will lose because of this policy. Expensive lesson for me and them.

I went to the Lynnfield store, Ella was very helpful. She made the transaction very smooth and easy for me. She provided excellent customer service, I will definitely give her five stars!

An memorial day 2020 my bank account was fraudulently charged 3400 dollars from eddie bauers website. I tried to get into contact with them, sent them multiple emails, called them, and used the live chat on there website and was never given any help. I noticed them of the fraudulent charges and they blamed it on one of my family members. Basically saying that I'm $#*! out of luck. They then asked me for some information on my account so they could cancel the order and refund my money. After I gave them what they asked for I found out they were lieing and told me there was nothing they could do. Now i have no money at all in my account and cant pay rent which will probably lead me to getting evicted. Also cant pay my car insurance so I'm going to lose my coverage. My bank account is locked down and my job wont give me a paper check, only direct deposit. So now once I run out of gas in my car I am literally out of a job. Thank you eddie bauer

TRANS ASIAN HATE

We are representing the family who was told the jacket is from 2020. The family has written a sworn statement indicating it was bought in 12/2022. The price has not changed or depreciated in 2 years? They just want a refund. The Asian community center in Colorado advocates for situation within the community in Colorado and all throughout the USA. Treating an Asian Trans woman egregiously in 2023 is unacceptable. We will look at complaints and company policy and practices. We will look at state and federal laws. We will start with the AG and Dora. Make the settlement quick and we will not have to do this in the court of public opinion from Asians all across America. I am Jimmy and I will be the advocate in this case.
Date of experience: January 26,2023

We reached out frequently in regards to the status of our order as our delivery date had come and gone. They continued to say that it was packed and ready to be shipped out. 1 month later we had enough and requested to cancel order, in which they said it was ready to go out and couldn't cancel order and that if we wanted a refund we would have to mail it back.
Another month goes by and they finally reached out and said they were out of stock and cancelled our order.
This was some of the worst customer service we have even had and will never order their products again.

So a little while ago, I bought my husband a shirt, because he is skinny and tall (6'6") long sleeved shirts are hard to find for him. EB has a large tall that fits him perfect and for over 10 years I was purchasing him a couple a year, Now these shirts cost over $80. When you add on the shipping, One of them ripped right down the seem on the side, I was sent a voucher, I sent the shirt back, waited over a month, finally called customer service, do you know what I got, Attitude!
I called the next day and got a whopping $30. Voucher. For a 80 dollar shirt. SERIOUSLY! LLBean gives you brand new item, even after 10 years!

NOT HAPPY

I ordered several items over three different orders. I was called because their system charged the wrong amount (they said it was a "known error" on their part) and wanted authorization for the balance. I gave it to them. What happened? They charged the same error amount. Again. I tried to cancel the order and was told that once you place an order, you can't cancel. Called back and was told they could cancel it.

I asked when another order would ship and was told that I would receive it the next day. Then they said it hadn't shipped. I asked how I was supposed to get it the next day when it hadn't shipped and got silence.

I was also charged twice for the same item. I would never again order anything from this company. I think their customer service is the worst.