“I ordered two pairs of pants on 12/15, and was told to expect delivery by 12/19 because I paid extra for two day shipping. It turns out these pants were not in stock, but it took three conversations with customer service reps for them to admit that. On 12/19, the status changed to ship on 12/22 and deliver on 12/24. This was a lie too, it shipped on 12/23 and now the UPS system says delivery on 12/27. I agree that their order system is deceptive. In the fourth conversation, they said they would credit my expedited shipping fee. One interesting thing is that even though I chatted with four live customer service reps, the texts they sent were identical. These guys are trained to try to pacify angry customers who were misled, but not to remedy any problems.”
“My mother ordered some Eddie Bauer gloves from their website. They were the poorest quality gloves I have seen and very surprised that the name Eddie Bauer was even on them. I expected much better quality, when I was in my 20's and 30's Eddie Bauer had very high quality merchandise, but not anymore. Sold out to China.”
“I wish I’d read the comments on terribly slow shipping and I would have bought elsewhere. Ordered a coat on Dec. 13, order did not prepare for shipment until the 19th, sat and did not ship until the 22nd or so it said, but it wasn’t updated until the 23rd. Saying it won’t be here until Dec. 27 - no updates or anything letting me know. No excuse this time of year not to put the shipment on truck - you had plenty of time Eddie Bauer company- I will mark you off my ordering list. You are not the only company out there with jackets!”
“Sadly, my experience is the same as others. I spoke to customer service after checking on my order. I was assured the items I ordered would be here in time for the holiday. That didn’t happen. I have purchased clothing from Eddie Bauer for 20 years. It ends this year. I can get the same quality of clothing from another store and it get to me on time.”
“Terrible customer service. They lie to your face. Borderline scammy behavior. Ordered something, was assured of 7 day shipping time, waited 10 days with no changes. Spoke to customer service three different times and was given three different responses so I waited over a month. Checked order status and now reads “back-ordered” as if I pre ordered the item (the item was in stock when purchased and continues to be in stock). Will never purchase from this company again.”
“Terrible customer service. No updates on my order and customer service response is that they "moved warehouses which created challenges." Umm...why did you think Christmas would be a good time to do that? Why did you not update me? And why, if it hasn't shipped and you don't know when it will, can't I cancel the order?
Good bye Eddie Bauer. You don't have anything that REI and LL Bean can't provide.”
“Terrible customer service - it's been 2 weeks and nothing has shipped from my order. No indication that anything was backordered and no one can answer any questions. I'm just assuming I will not get any of the gifts I ordered for CHristmas. It honestly feels like a scam!”
“I ordered and returned items to the Eddie Bauer store. WITHOUT MY PERMISSION the clerk, instead of initiating a return instead ORDERED 3 pairs of the same shorts I had just returned WITHOUT MY PERMISSION. I contacted customer service and they refused to pay for return shipping. I had to go back to the same store in horrible holiday traffic to fix their issue. Inexpensive goods, but no service. And apparently, little pride in their service.”
“Do not shop on Eddie Bauer.com.
I placed my order 4weeks ago and have received no updates on the order.
WhenI look online it just says in process and now one of the items show as back ordered.
I’ve called customer service twice and exchanged multiple emails and have been told they can’t cancel my order. Their business processes are non existent.
Direct quote from one of the emails-
We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.
The conduct of this company is unacceptable and so disappointing.”
“Ordered a gift for Christmas on December 6th and was told it shipped on December 10. Was then informed by the courier that they don’t have the package. Called Eddie Bauer only to be told it will actually go out on the 16th. Well I just called again to see and now was told if I don’t have a delivery date by Friday then to call back. Told me I may have to wait til after Christmas if I don’t request a refund which I fully intend to do if I don’t have a delivery date by Friday.”
“I placed an order and paid $16.99 for 2-day shipping. Two days later the item hadn't arrived. I contacted customer service and was told that the item was backordered and that the $16.99 was only for when the item shipped.
I then tried to cancel the order and was told that I couldn't.
I should have been informed that this item was backordered and that the $16.99 really wasn't a guarantee that I would receive the item in two days.
This was a Christmas gift and I paid the shipping because I was leaving the state to spend the Christmas season with my family. I should have checked their reviews beforehand and chosen a more reputable and customer-oriented
Business.....my bad”
“Absolutely Awful Company!
Purchased a coat on October 27th. Company delayed shipping for 2 weeks! I was NOT notified that the coat was back-ordered or delayed. I was given NO option to cancel the order. I was given NO option to change the shipping method from Canada Post due to the pending strike! The coat circled from the warehouse to Burlington, to Toronto, to Ottawa before becoming lost after the 13th. I live in Nova Scotia.
I have no coat. I am out the money for a coat I have never received! Let's be clear about this, EDDIE BAUER HAS MY MONEY! When I contacted customer service, I was told I can return the coat for a full refund when (IF) the coat is delivered. I bought a coat because I needed a coat! I can't buy another until I get a refund for this debacle! If Eddie Bauer can't take responsibility for its shoddiness and errors, they no longer deserve my money. And I'd recommend you spend your money elsewhere as well!
And just so we're clear on your pathetic semantic games, a strike that was announced and forecast a month in advance IS NOT UNEXPECTED! Get better messaging!”
“Their product has deteriorated over the years and their customer service is non existent. They tell you one thing on the phone and a follow up email contradicts everything they said and end result is really they will do nothing for you! I bought a couple of winter parkas in years past, but my experience with a lighter weight down filled jacket is that it was very poor quality and didn't last 2 years. This experience has left a very bad taste in my mouth and I don't expect I will shop there again.”
“Double charged and received two identical packages from .com. Never got emails with order number or shipping status. Didn’t even ask for refund but wanted to exchange one for a different size. Several cookie cutter emails disregarding the circumstances I communicated. 50 minutes on live chat, gave them delivery and billing names, addresses, emails, phone numbers but they couldn’t find the transactions. Will NEVER purchase from them again, online or in store. My money goes to companies who care about their customers.”
“Ordered a jacket on Nov 3. Got an email notification on Nov 4 that item shipped via Landmark Global. It is now Nov 10 and there has been no further updates. Tracking on EB’s own website claims item is “in transit” since Nov 4. Landmark Global’s own tracking link shows “shipping data received” on Nov 4. There has been no entries after Nov 4 on both EB and Landmark tracking sites. Calls to Landmark was not answered but email inquiry to Landmark got a reply that said: although shipping sticker had been created by EB, the item had not been received by Landmark yet and therefore they couldn’t begin the shipping process. Landmark suggested I contact EB to initiate an investigation. Multiple calls and emails to EB got the same response: that it takes 5-7 business days after item is shipped to receive it. The item was shipped from Burlington Ontario and I live 1.5 hours away. At this point, I have no idea whether the item had even left the EB warehouse or if it’s lost in transit. EB refused to look into it. They claimed there was no way they could check to see if it’s still in their warehouse or with Landmark. Every time I called or emailed, EB’s agents made no efforts to look into the matter. It’s like talking/writing to a robot: no matter how much I tried to make them see there’s something wrong since the 2 shipping links showed different things and that something was not right if the shipping label was created a week ago but the item wasn’t even in the courier’s hands yet, their response was to wait 5-7 business days after shipping. I have very little faith that the item is going to miraculously turn up at my doorstep if they don’t even have the item yet. Even if I do receive it 5-7 business days after shipping, who in this day and age takes so long to get goods to a customer, especially one who lives only 1.5 hours from them. Never buying anything from EB again.”
“I returned an item to Eddie Bauer for a full refund as directed by customer service. Tracking confirmed that the package was received on September 19th.
I contacted Eddie Bauer 1 week later to ask when I would receive the refund, I was told in 3-7 business days.
Since then, I have contacted the company 2, the last email suggested that I had been fully refunded, and if I did not receive the refund, I was to send them a screen shot of my last bank statement to prove I had not received it, before they could investigate!
Needless to say, I did not provide them with any such screenshot.
This company is corrupt and fraudulent!
Buyer beware.”
“I ordered a coat on October 13 and noticed it hadn’t been shipped yet so when I chatted with a live agent and I was told it wouldn’t be shipped until 21st and then take another 5 to 7 days to get it to me. That’s way too long and makes zero sense.”
