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.

Ordered a turquoise women's downlight jacket on 11/10. Received a white tee shirt on 11/19 (which is not what I ordered) with the following note: "Dear Valued Eddie Bauer Customer, One or more of your items are not available to ship as planned. You will soon receive a corrected order summary updating you on the status of your order, along with a new ship date for the item(s) omitted from your original shipment. We apologize for any inconvenience this delay may cause." So... the package shows its been delivered, but all there was inside was a cheap white tee shirt. Where is the product I ordered? Nowhere to be found. Called customer service and they had the audacity to say they would have to charge me again to send me what I ordered! Eddie Bauer does not value or appreciate their customers.

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 have been a 30 year customer of EB and have never experienced such total chaos and poor customer service. Purchased a jacket for my daughter on Oct. 29,2019, that was in stock according to their website. As of of Nov. 22,2019 it has not arrived. 3 calls to their customer service dept. has yielded nothing. Tracking # shows "pending", otherwise known as they have printed a shipping label but nothing has physically shipped. Their customer service team has very little information and absolutely no power to do anything.
Despite descent apparel I will unfortunately will never shop with EB again.

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 have been using Eddie Bauer for over 25 years I will never shop from them again. I could not place an online order had to call and be on hold over and over with a person in the Philippines who had to put me on hold for every single item. This happened October 10 I still have not received an order number or any of my merchandise. This was a $700 order comparing 29 Christmas items. I have been using Eddie Baller for over 25 years I will never shop from them again. I could not place an online order had to call and be on hold over and over with a person in the Philippines who had to put me on hold for every single item. This happened October 10 I still have not received an order number or any of my merchandise. This was a $700 order containing 29 Christmas items. I've spent four hours on the phone this week to no avail. I was able to talk to a supervisor once and now the woman won't even put me through to anyone else. They promised to call me back but didn't twice. No explanations of why this happened they just keep telling me the back office is taking care of it. Do not order online or by telephone i'm pretty sure they're going out of business.

How can a company go so downhill. I placed an order over a month ago and they said it shipped 2 weeks ago. It never shipped and they never credited my charge card. I've spent hours trying to track a non existent package. They moved all the customer service to asia and all they say is "sorry" as they are awful. Fed Ex the package never existed. I had 2 supervisors tell me they would replace the shipment. 4 days later a rep admitted there is no more of what I ordered. So they say ok "sorry" we will credit you back but it's 9 days later and I had to file a claim with my bank. They are just sooo bad!

Eddie Bauer recently (and discreetly) got rid of their lifetime guarantee. I used the Wayback Machine to narrow it down to sometime between March 27,2019 and May 30,2019. That explains why I haven't received refunds on certain items, the last few months, even though I bought my items when the guarantee was still in effect.

You can no longer find this on their site...

"Eddie was one of the first retailers to offer an unconditional guarantee in writing-he was that confident and committed to the quality of his products. And after 50 years in business he said, "My greatest contribution to the consumer was our 100% unconditional lifetime guarantee. That guarantee was part of what I sold." Eddie's philosophy guides us to this day. Every product we sell is designed to be the best and built to last. If anything you buy falls short of those standards, you're invited to return it at any time."

They clearly no longer standby their product. It's also shady that this was removed, discreetly, and replaced with a one year return policy.

I ordered several items online, got an email telling they have shipped and when they will be delivered. So far so good... Then I get an email today telling me that they won't be coming in till the next day and by the way some of the stuff we said we would send you is now unavailable so too bad so sad. How can they tell me they have it, it's being shipped then tell me later ooopsy I guess we made that $#*! up earlier... Never ordering from them again.

I purchased a jacket from Eddie Bauer and I was so
Frustrated trying to return it I ended up just giving it away. I called and sat
On hold for an hour before hanging up, I sent numerous emails they do not
Respond to and I ended up writing a letter to the corporate office complaining
About the service. Some time later I received an envelope from corporate. No
Letter, no explanation, no apology, just a gift card for $30. I decided to use
The card and ordered a pack sack online in Feb. I called today because I still
Have not received it and the email I sent on March 4th is still unanswered ( no
Surprise there). Now they tell me they are having trouble with their gift
Cards and my order was cancelled. They want me to buy it, pay the entire amount then call them ( which means sit on hold) and ask them to credit my account for the $30. Not
Happening.

I like the products but I will never deal with this outfit
Again

I have had been dealing with Eddie Bauer for more then 4 months now over an order that went awry in September 2018. Dealing with their call centre(s) has been excruciatingly frustrating -- numerous calls that have gone on for more than an hour, almost always getting passed from one agent to another and if lucky eventually ending up with a supervisor or someone "in leadership", always having to explain the problem over and over again, and on several occasions having the call dropped after a long time getting to someone prepared to address the issue. Based on this experience, it is hard to believe the company is still in business. Or that it has any future? The issue, unbelievably, remains unresolved despite many attempts and promises from Eddie Bauer to make good. It seems some of the problem lies in Eddie Bauer's IT system. I write this review as I wait on-hold on the phone once more -- this call approaching the 55 minute mark. There was a time when Eddie Bauer was a blue chip retail company with great products and first rate customer. Right now I would not recommend any one buy from them. And certainly, do not think of investing in it...

I placed an order on 11/26 for a men's puffer jacket. I arrived 15 days later than they said it would. The color was wrong so I sent it back with the exhange aperwork inckuded.
On Dec 20th, or so, I got an email that my exchanges had been received and that my account would be credited.
They also said that my new merchandise would be mailed. I was only able to get thru by phone once. The girl said the new item would ship in 21 days.
Really For next Christmas?

They don't answer emails for weeks a ta time either.
This is an awful company to business with. I'm still waiting!
NEVER again!

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!

I paid for two-day shipping for an online order. After two days, I went back to the website to track my order. It hadn't even shipped yet. I called customer service and waited on hold for 52 minutes.

I was told that two-day shipping is from the day the order is shipped, not the day it is placed. When I asked when my order would ship, I could not be provided with a date and was told, "It should ship in a few days."

I asked that my order be cancelled and was told it was. Now Paypal is telling me it wasn't.

I've never dealt with an online merchant with such incompetence and complete disregard for the customer.

You have been warned.