When you place a phone order, make SURE you follow up shortly after, to verify your order was processed, because you don't get a confirmation email, unlike every other company I know.

Placed an order for a coat on 10/16... checked the next day to verify the order was being processed... no record of the order with the confirmation number they supplied. Couldn't find the order with a phone number, name, or email. Someone took credit card info, so that was scary.

Had to place another order, and while I was compensated for the inconvenience - they took an additional percentage off a sale item, and expedited the shipping for no charge, I'm still left wondering how there was NO record of the order, and credit info was taken.

Had I not checked, and trusted the coat was coming (because they don't send a confirmation until the order SHIPS), I would have received no coat, and would have had to order again, possibly with no sale pricing, and possibly on back order - which would have been a tremendous inconvenience.

Send customers a confirmation email - after an order is taken, like everyone else does. It makes no sense to send NO record of an order, until it ships. What if a customer writes down the wrong confirmation number, or the agent gets the email wrong?

In November I ordered a winter jacket that looked good in the Eddie Bauer photo on their website. The description also suited my needs. The jacket was on sale so I thought it was an opportunity to buy a jacket that was lighter than my Canada Goose coat for really cold days and would be suitable for milder winter weather. When the jacket arrived I was very disappointed in the poor quality. It was so light and cheaply made that I wanted to return it immediately. I went through proper procedure to return the jacket for a refund. I checked the tracking and noticed the company had received the jacket almost a month ago and still I had not received a refund! It was impossible to speak to anyone in the company's customer service department: I was put in a loop that ended with a statement that because of Covid, employees were working from home. Fortunately for me, I had made my purchase using Paypal. I entered a dispute with Eddie Bauer through Paypal, providing copies of receipts of purchase, return label and Canada Post tracking of the return. Thankfully, I finally received a refund, because of Paypal. I will never but anything from Eddie Bauer again!

I ordered an item on Nov. 7 for my wife's birthday at the end of November. Several days after placing the order Bauer's tracking still showed "in process"; when I contacted them I was told that the item was actually out-of-stock until Dec. 2. This was too late for her birthday, but would work for Christmas so I made some adjustments. On Dec. 3 I contacted them again by email as the item still showed "in process" and I needed to know if I would receive before Christmas or should I cancel the order. The first response from Customer Service was that the item was "in process" (hardly helpful or informative); I sent a second message saying that they hadn't answered my question and only told me what I already knew. Second response said they had received their stock and that my order was being prepared for shipping. ONE WEEK later it still hadn't been shipped although Bauer issued a Tracking Number on Dec. 10 which wasn't valid and didn't provide any tracking information. This was followed a day later with a second message quoting a Canada Post Tracking Number that said they CPost had received "electronic notification" from Bauer about my item and would deliver it on Dec. 14. No package on Dec. 14 and new info from Canada Post that item would now be delivered on Dec. 16. However, upon checking the tracking history, my item WASN'T actually in Canada Post's possession until Dec. 15. I finally received it on Dec. 21 — 7 weeks after placing the order. I will never order from Bauer again.

I haven't been a Eddie Bauer customer for long. On my first purchase, the items were sent to the wrong address and they were not received by me. I even received a picture from the carrier showing me where they were delivered but it wasn't my home. I realize that it's not EBs fault but after contacting them about this, I didn't hear anything from them for over a week. When I did hear from them, they asked me for information that I had already provided in my email to them (just prolonging the issue). So I ended up finding my items at a distant neighbors and I let that situation go. I liked the lined pants I got so I made a second order. It was delivered in a timely manner, however, the brand new boots I ordered were previously used and ripped apart. If anyone would have opened the box and looked to see if the right item was in there, they would've noticed they are bad boots. They could have and just sent them anyway. Who knows these days when apparently it's hard just to get someone to show up for work. So, now the stats are 2 out of 2. Both negative. With this order I called and spoke with an apologetic foreigner with an American name, reading from a script. They want me to send the boots back and then once they get them they will process my refund. My thoughts for good customer service would be, we will send you out a new pair, and then when I get them, I send the other ones back. I paid for the boots up front so why am I to be without my money and my purchase. This weekend I plan on going to a EB store and getting what I'm owed. My money or a new pair of boots. I would recommend to anyone thinking about buying from EB to look in to other options. I've had great luck with LL Bean. Their products seem to be just as good or better. Plus they us UPS. EB uses FedEx which everyone knows has gone to crap.

Deceptive Businesses practices. Decent clothing but what does that matter if you do not get it when needed. Plenty of other places for same quality or better now. Ordered something for my son's Christmas present well in advance of Christmas. (About 4 weeks ago). The order page did NOT state it was out of stock. If it had, I would have ordered something different. (Different color perhaps). Received an Order confirmation directly after I placed the order which stated: "Estimated Arrival: 5 - 7 business days". It said "ARRIVAL". Of course I believed that it meant arrival to me. Not arrival to one of their warehouses,... whenever the heck that would be. Why would customers care about that? Called about the order and the foriegn customer service rep (probably working for $2/hr in a large call center somewhere were wages are terrible) told me that it was back-ordered and they would not receive it until after Christmas. Then it would ship to me. Well after Christmas. This is just plain deceptive. I'm sure their MRP/ERP system is totally automated and they could (if they wanted to be honest) program the system to alert the customer at the confirmation that the item is not in stock. Seems they do not want to chance loosing a sale, so they would rather be deceptive. It's a shame because that is a sure fire way to loose customers. I am also quite sure that they could locate the item in one of their stores through their MRP/ERP system and have it sent out from a store... but I guess that would cost them more and the bean counters have calculated that it is preferred for them (profit wise) to take a chance and upset a customer.

I definitely do not recommend dealing with Eddie Bauer. In early 2020 I brought 2 pairs of pants in to exchange and some boots that had started getting bubbles on the toes after wearing them one time. They had been in storage for about 4 years, but I had purchased them when they still had the no-time-limit exchange guarantee. A sales rep at the store (1) lied to me about the exchange policy, (2) lied to me about the availability of the pants and boots, and (3) lied to me about the credit that could be applied. When I caught him in the lie about the exchange after I got his manager, he admitted the items were grandfathered into the old exchange policy. But then he told me they didn't make the style of pants I had (cargo convertible pants/shorts) or the same boots. He then made me take a measly amount as credit, not even enough to buy one pair of pants. After I got home, I found that they (of course) were still selling that style of pants and that they still carried the exact same boots (online). I contacted EB customer service, even providing the name from the receipt. Now, nearly 3 years later, they still refuse to respond at all to my complaint. Their customer service reps just say, "Sorry about your experience. Thank you for being a loyal EB customer." I removed myself from their spam list, but I still keep getting junk from them. I reported this problem, too, telling them I used their unsubscribe process and it didn't work, and also reminding them of the original issue. They just say, "Sorry about your difficulty. Use this link to unsubscribe. Thank you for being a loyal EB customer." It is the same link I used repeatedly to try to be removed which wasn't working. They don't bother to read messages, they don't take responsibility for their agents' misconduct, and they don't care about customers. Needless to say, I haven't shopped at EB for 3 years, even though almost all of my casual clothes were from them prior to that. I am only writing this now because I just got ANOTHER spam message and it got me heated up again! This review is NOT about their products, just their service.

All my interaction with Eddie Bauer was in the November-December 2019 period.

My advice is to avoid Eddie Bauer and save yourself a lot of money and aggravation.

I spent at least 2 hours of my life and had a lot of aggravation trying to get back the money I paid Eddie Bauer.
It was all for $20 but I was doing it as a matter of principle.

This is my story.

I ordered 3 kids backpack from Eddie Bauer for around $35.
Finally I received the package but when I opened it I could find only 2 backpacks.
I checked the backpacks and decided that their quality was seriously lacking.
I decided to return them.

The first time I contacted Eddie Bauer customer support I talked with a lady with a thick Indian accent who did often not seem to understand what I was trying to say.
I explained to her that I received only 2 of the 3 backpacks and I wanted to return them because their quality was bad.
In the end she was supposed to send me a free return shipping label.

After about a week when I did not receive the shipping label I called again.
This time I talked with another lady with a heavy Indian accent.
I explained again the entire matter and she stated that they will send the free shipping label.

A few day later I finally go the shipping label and sent the 2 backpacks back.

2-3 weeks later I receive an email from Eddie Bauer stating that they received 1 backpack and they refunded me the money for 1 backpack.

Realizing the incompetence/indifference/shadiness of Eddie Bauer and its customer service I decided to contact PayPal which are usually much better.
At this time I am still dealing with Paypal and Eddie Bauer.

So at an Eddie Bauer sale I was offered a 10 % off deal for my purchase if I signed up for an Eddie Bauer credit card. They took every bit of personal info including ssn for that privilege. The associate took my credit card for that purchase so I thought the purchase was paid for plus getting the promised 10%. Two months later I got a notice from the bank service for Eddie Bauer that I was in default of payment for the purchase I made at the Kansas city "legends" outlet store. I responded that I paid for that already. But they had not charged my original credit card I offered at that time, but rather put the charge on the Eddie Bauer card without my knowledge. After the charge went past the time for payment, again without my knowledge, I was charged $31.00 dollars for a late fee. Hurrying to set up a payment for that charge, I made a mistake setting up the bank pay, and the payment was returned. Eddie Bauers (comity) bank charged me another fee because their charge was returned by my bank. Another $31.00. So on a $85.00 purchase I was charged $62.00 in late fees, one being fraudulent charge put on me without my knowledge, and I never received the original 10% off for getting the junk card in the first place. Eddie Bauer defrauded me with a bait practice. They never fulfilled the bargain that I signed up for because I never got a discount for my purchase. Then changed the purchase to a card without my knowledge, and wrongfully charged me a fee almost half the cost of the original purchase. They were deceptive, predatory and took advantage of an older customer. They refused to give me the 10 % off so lied about that. Frauds and cheats, crazy for a name brand company. I will never do business with their company again.

I have long enjoyed Eddie Bauer. Normally, we frequent stores, but lately we find that online purchases are the way to go (we live more than 2 hours from the nearest store).

I placed an order a couple of months before moving recently and received all items except one which was back ordered. I reached out to EddieBauer when I found it had been sent just as we were moving to see if it could be re-routed. Apparently it could not be and was advised that the USPS would forward the package. That was about Aug 17th. Now, a month later, I have not received the package. It was sent FedEx SmartPost & FedEx indicates it was delivered on the 23rd to our old address and FedEx does not show a forward. The new ownder of our house forwarded the package via USPS and there is no record of the package forward.

I ust wanted some help in getting the shirt, but received a cold but polite shoulder saying EddieBauer would not deal with anything that had been delivered and then forwarded. It seems that they are more concerned with one little item than with maintaining a long standing customer relationship.

Addendum: When I originally reached out, they gave advice to let USPS forward. OK. Then I used the web portal and asked for help. Crickets. The next time was calling their listed phone number. This is what really got under my skin: the help desk person would only say that since the shipment was delivered, that it was my responsibility to get the item that was now 3.5 hours away, even though it has been forwarded. The final attempt was to send an email to the corporate "help" email rather than use the web portal. At last, I got service. They helped me resolve the issue with the lost forward. The reason for 4 stars was that this email response was quick and courteous: The way I have always been treated by Eddie Bauer in the past. Perhaps the condescension I felt from the live call was an aberration. I hope so.

Worst "customer service" I've EVER had. Sent a Christmas gift (coat) back for exchange for one size larger. Clearly filled out the paperwork with the exchange info and paid to sent USPS priority mail. One week after it was delivered back to them I called to see the status. Nothing, still "processing". Couple days later was told it was refunded, then after more time on the phone they changed their mind and said it was still in process of exchange. Emailed a couple of more times to check on it. Still processing. 1 1/2 weeks later, still processing. I demanded it be processed while I was on the phone and it supposedly was (rep verified item, color, size, etc).
Was told it would be shipping in a couple days. I was sent an email that showed our call recap and stated "your exchange for order xx has been processed", because I demanded proof of the exchange when I was on the phone. A week later now, so TWO ENTIRE WEEKS SINCE THEY RECEIVED THE RETURN, no coat has shown up so I called again, only to be told the order was processed as a return and refund (the day after the call & email stating it was exchanged). WHAT? I called several times, emailed several times, and each time was VERY clear about needing the exchange. Sorry, but nothing they can do. My only option was to place another order, and pay them again. Mind you I checked with the gift giver and they had received no communication about a return or refund they were getting. As if I would place another order and give them more money when they haven't even refunded the money from the first order?! In all I spent LITERALLY over 4 hours of my life on the phone with these people, who speak poor English and do not deviate from scripted responses, for a simple exchange from one size to another and somehow they still managed to DO THE EXACT OPPOSITE OF WHAT I WANTED. I have NEVER EVER EVER dealt with such incompetence and total lack of concern or accountability by so many different employees. This company makes a big deal about being headquartered in the USA, but outsources it's customer service team to other countries instead of supporting our US economy by employing them here. THIS COMPANY IS HORRIBLE.

I feel compelled to share my less than great experiences with Eddie Bauer. Although the customer service is always friendly when I call, there seems to be more problems than answers.

A year ago I received Eddie Bauer clothing items as a Christmas gift. The items were purchased in store. I needed a different size in one of the items, and when I contacted them they said because the item was purchased in the store I could not return it online, which makes no sense because Eddie Bauer should be one company. I was told I would need to go into an actual physical store which does not exist in the state I live in. Inconvenient and not possible. After many phone calls, talking to several representatives on different days who said it was not possible, finally I got one to agree to accept the item back to the online return center, but I had to write a lengthy letter explaining why I was doing it this way and include a lot of detailed information inside of the package. It took 2 months before I got my item in the new size, and it was a huge hassle.

Fast forward a year later and I again get Christmas gifts of clothing from the same person who now ordered it online due to the problem in the past. I needed to return one of the items because it did not work out. It took 4 months for me to get the gift card in the mail for the returned item. By the time it came I had lost hope that it was ever coming. I went online the next day to use the gift card to purchase a new item and the online system took the money off the gift card leaving the 30 cents balance from the order but did not process my order. Frustrating to say the least. I emailed customer service and got no response so called them and they agreed help, but I had to give them my credit card so they could make the order again and charge my credit card for it. They said on the back end they would email the billing office to apply the gift card to my order after the fact and refund my credit card a week later. Why they could not just issue me a new gift card or credit when they could see that I had not placed an order with that gift card number, I do not know. I was upset to be charged for an order that should have been on a gift card, but they left me no other choice.

Never, ever would I choose to do business with Eddie Bauer. They take forever to get things done and it is inconvenient for the customer. Dealing with them has been nothing but a time consuming headache.

To the upper mgt team at Eddie Bauer: I purchased online a ski parka jacket on March 16th. Item is located in Groveport Ohio, which is 5 hours away from Buffalo NY.

Now here it is March 25th, 9 days later AFTER I PLACED MY ORDER and FedEx tracking says:

Thursday, March 24,2022
2:15 PM BUFFALO NY DISTRIBUTION CENTER
In transit
In transit to local Post Office - Allow two to three additional days for delivery

So, I may not receive my jacket for another 2-3 days, possibly not until March 28th. That would mean item took 12 days, to travel a route that is 5 hours by a motorized vehicle.

Why would you ever treat and subject your customer base to such a customer service shipping nightmare?

Why would you ship ANYTHING " FED EX SMARTPOST " AND TREAT YOUR CUSTOMERS TO SUCH SHIPPING DELAYS?

WHY WOULD ANYONE BUY ANYTHING FROM YOUR WEBSITE?, AGAIN, JUST REALIZE WHAT I SAID AND LET IT SINK IN; 12 days WAIT PERIOD TO RECEIVE A PACKAGE THAT HAS to travel a route that is 5 hours BY TRUCK, WTF?

YOU OBVIOUSLY HAVE DO NOT CARE ABOUT YOUR CUSTOMER BASE AND ECOMMERCE AS A BUSINESS STRATEGY. GOOD LUCK WITH YOUR BRICK AND MORTAR RETAIL BUSINESS PLAN AS I WILL NEVER MAKE ANOTHER ONLINE PURCHASE WITH Eddie Bauer!