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 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.

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.

Visited the outlet store in Sevierville, TN on 5/27/2018. Went there because EB sent me an email with a $10 gift certificate. Can be used in store or online. No restrictions. Found something I wanted in the store, and took it to the register. Apparently that interrupted a clerk who was nearby folding shirts. Handed her the item I wanted to buy and showed her the gift certificate on my phone. "You'll have to buy something else in order to use that.", I was told. WHAT? It doesn't say that anywhere! "It's in the fine print, and you need to learn to read." was her response as she turned her back on me and walked away. WTH?

Sent in a complaint to corporate. Got an email from the store manager asking for a reply. I did. Nothing since. Looks like my assessment was accurate. Worst customer service I have ever encountered. Now I know why there were so few people in that store in an otherwise crowded outlet mall on a holiday weekend.

I tried using the certificate online. Website had no problems, and no requirement to buy something else, but it will cost me MORE because I'd have to pay shipping for the same thing I had in my hand a few days earlier. No thanks.

6/23/18 Follow-up. Just got a whopping $20 gift card, and I have NO plans to use it. That tells me they're not really concerned. AVOID this store.

I returned the item two months ago and call them 2x still my money ain't show up.no dispute option neither to bank account or paypal option is thier website to buy more. GIVE ME BACK MY MONEY YOU GREEDY PEOPLE!

Eddi Bauer discriminates against tall guys
Today I try to buy a jacket.
The jacket has 40 % off only for "regular" guys; tall guys have a regular price.
I think is a mistake of eddi bauer or is a discrimination
This is the product
MicroTherm® 2.0 Down Jacket
Regular Price$229.00Sale Price$169.99
963
4 interest-free payments of $42.49. Learn More

40% off clearance with code TRAIL40
Regular

Color
Seapine

Date of experience: February 11,2023

It would be nice if you could pick up the phone and fix my order since that is the only avenue I have left in order to communicate with you. You declined my credit card last night over and over then accepted it but the order did not go through. It is not my bank I have spoken with them. Now today I have been on the phone for over an hour on hold and no one cares to pick up the phone... horrible customer service and will most likely never shop at EB again because of this. I could also not log onto my account last night with the correct login and password. Seems a little sketchy to me... and on a side note do you play the most annoying hold music in the world to piss people off in order to make them hang up the phone? Seriously... the voice of a girl comes on and whispers ( thank you for your patience we are currently experiencing a longer than usual wait time... blah blah blah followed by obnoxiously loud crappy music.
Thanks for the irritation and total lack of customer service. What a complete waste of time.

Soon after I placed order, I realized shipping address don't match what I typed in, so I called customer service to correct shipping address, the lady on the phone told me that my order was already in distribution center and being processed. REALLY, it's only 15 mins after I placed the order, so I asked her to cancel the order, and she told me she can't do it neither but she will email the department handling this matter to cancel it, and obviously she did nothing as she said, cause in 8 days later, I found my order made a round trip from point A, travel to B maybe C too, then back to A, Eddie Bauer, the sender.

KENNETH BREWER <*******@yahoo.com>
To:
Eddie Bauer Customer Support

Wed, Jan 12 at 8:02 AM

I was told this item **************, Superior Down Parka, Color Black and Size XXL Tall
Was shipping on 1/14/2022 and would be shipped overnight by your customer service rep last week.
THIS IS TOTALLY UNACCEPTABLE. I need someone from Eddie Bauer to call me
To clarify this. I ordered this item on 12/28/2021 of last year this is totally unacceptable.
I will NEVER order another item from Eddie Bauer in the future and I will make sure I let
Everyone know that this company has a horrible online ordering process.

I attempted to use a 50 % off discount code on an online order but it kept coming up as invalid. I was finally able to reach as CS rep who assured me my account would not be charged until it shipped and would then be the correct amount. What actually happened was they charged me the full amount immediately and then charged me for each item as it shipped. For one item they charged me both the sale amount and the original amount. I used a debit card which was a huge mistake because now it will be more difficult to get my money back. It is very scary that they have my information and don't seem to mind putting random charges on it. It is also sad that such a reputable company has stooped to this. From other comments it looks like returning the items will get me absolutely nowhere so I should just hold on to the greatly overpriced items I do have. I will be sharing this information anywhere I can to help keep people from getting scammed. It is also pathetic that they are using a tragic pandemic to take peoples money.

I ordered a jacket online Dec 1 as a Christmas gift-2 weeks later I realized that I had heard nothing from them so I went to track my package. I had received an email that day saying the item was no longer available-AFTER 2 WEEKS! That left me no time to replace it before CHristmas. I checked online it was not there. I called customer service. I told them that it was a mistake on Edie Bauer's part and that if the item was not available they should have not taken my order or told me right away! Long story shortened -I ended up speaking to a manager who nicely offered me the same jacket-miraculously it was now available! And he offered it for half price. I asked outright, "you mean now you are willing to give me the same jacket that was not available-and now is-you're giving it to me at half price and it will arrive for Christmas?" The manager told me yes of course! I even chose rush shipping and paid extra to make sure. Three days later I received a confirmation saying that my jacket would arrive in JULY 2020! Unbelieveable. You would think that such a large company would do its best to treat it's customers well-never again. I ended up to pay more for a jacket at another company because I will never shop Eddie Bauer again. Dominic T

I once bought most all my clothes at Eddie Bauer. No more. They seem to be struggling with what they want to be. They have nothing you can't get better versions at other stores.

Time for Eddie Bauer to sack Michael Egeck and hire a new CEO who actually cares about the company and customer retention. Right now, Eddie Bauer is a joke and offers lower standard than an online scam company.

I placed an order on 12/20 for a men's vest as a Christmas present. I paid an extra $12 for overnight shipping. I received confirmation on 12/21 that the product was now being sent 2-day FedEx. I checked the routing number everyday and it shows package is on its way but as of 12/27 I have not received the package and FedEx has NOT been updated since 12/21. I tried chat with no success and called EB Customer Service which is OFF-Shore and can only parrot the same information. I could barely hear the person with all the background noise. Obviously a huge off-shore call center. Each time I called they only could tell me my order was delayed with no specifics. A chat person told me it has been lost and to call customer service. I called again and asked for an ON-Shore customer service person and was told there is none as all of EB's customer service is all OFF-Shore. To say that I am frustrated is an understatement. If this is there indicative of how EB does business I would not be shopping online again.

I had no idea Eddie Bauer sizes run about two sizes smaller than other companies. So stupid me, I order my normal comfortable size. And I couldn't even pull it up over my arms. Now it's cold here and I need a coat. So when I call CS, it turns into a three day nightmare trying to get things straightened out after the first rep charges me another 200 instead of depositing a promised discount. So now, I sit here with no coat, and they have the money I paid initially plus money for a second coat that got stuck in fedex land. I beg the Phillipines agents to put me in touch with an American who isn't reading from a script that says "We are so sorry you are frustrated, but that's our policy.". Apparently the policy involves telling customers with tiny coat problems to give them a credit card number so they can give you a discount, and meanwhile you get overnight shipping on a replacement. Just put the coat in the mail when you can. But instead of that, what actually happens is they charge you full price plus the cost of overnight shipping. No refund of a discount. No overnight shipping, free or otherwise. And a weekend of hell worrying the rent check won't clear your account because you just paid a ton for two coats and you have none!

For $79, I couldn't ask for more. Thought the price was high until I tried then on. So comfortable. Could not be happier.