Long-term intermittent customer. Fortunately most purchases handled correctly. BUT: Ordered 2 items over 5 weeks ago. I was told both items were shipped several days later. 1 item received within about 1 week. Tracking showed 2nd item was at FedEx in CT several days after shipped. Never received. I used their chat and waited for close to an hour, then transferred, and told unable to process because not over 1 month--even though it already WAS over 1 month. I used chat again a few days later--unable to connect to person--waited over 30 minutes. Called Customer service--recording says use chat. 5 minute wait for chat, then 35 MINUTES! To process simple refund with a person. Eddie Bauer has big problems. I see pretty widespread agreement on line regarding bad customer service for things like refunds and returns. Service Value Shipping Returns Date of experience: January 3, 2024Wasted hours of my life trying to exchange a cloud cap 2.0 storm rain jacket that liner started peeling badly and failed only to be shuffled between their local locations and back to their nonsense 1-800 #. Mailed in the old item and because they have no tracing program got stuck with another useless C.S. Twat. Save yourself the headaches and time and shop anywhere else but Eddie Bauer Tip for consumers:They suck Products used:Cloud cap jacket Service Value Shipping Returns Quality Date of experience: November 22, 2023Went back to an Eddie Bauer store where I bought some capris for my wife. They would not do an even exchange because I did not have my receipt. The same capris were still for sale in the store. The capris had all the tags. I will never shop with them again. Products used:Stuck with capris that won't work. Service Value Returns Quality Date of experience: June 8, 2024Buyer Beware; Long story short – bought a coat from Eddie Bauer used Klarna for payments. Returned coat (too small) & bought another. Eddie Bauer claimed didn't get it. Klarna still taking out payments. Both Companies are uncooperative and will not help. Customers are not number one here. Treated better at other stores like LL Bean. Date of experience: February 17, 2023I bought 3 pair of shorts all the same size. One pair didn't fit so I had to return them. They charged me $7 for return shipping on overpriced shorts. This is why Amazon is taking their business…poor customer service! Service Value Shipping Returns Quality Date of experience: July 14, 2023I have bought several pairs of EB jeans over the years and nearly every pair has a flaw in the material that after a few washing the fabric begins to fray. Shortly after that happens a hole develops. The jeans look like new other than the hole. Since I don't wear the jeans that often I can't return them as they are over a year old. One picture shows hole other picture shows defects in material which will result in fraying after a few more washings. Products used:Jeans Service Value Returns Quality Date of experience: November 18, 2023Eddie Bauer doesn't mind taking your money but offers no way to cancel. Less than 5 minutes of ordering I realized I ordered the wrong color. On the site there is no option to cancel. I sent an email as the site suggests for the cancel and no one responded to me. I called the number and even though it was literally 5 minutes since I placed the wrong order they said it was impossible to cancel or change the order for me since it was being processed. In only 5 minutes? I will not order from them again. It's just not worth it when there are many companies out there that don't mind working with there customers. Never again Date of experience: December 5, 2023Ordered a jacket online that was in stock in 11/2023. I live in Seattle not some difficult place to deliver to. For the last three weeks everyday I get an update that today is the day it will be delivered. Never arrives. It is near impossible to actually speak to anyone who can actually sort this out. Eddie Bauer, UPS, and USPS all have a hand in the delivery. I called a store and the guy said that they get calls all day long with similar problems. They cannot assist. Doesn't bode well for them if they are getting calls all day long and this is only one store. My last resort is to contact my cc people and tell them that the charge is bad. Maybe that will get someone attention. Just pathetic. Thankfully it is not a gift and something that I can get along without. Products used:product never arrived Service Shipping Date of experience: December 11, 2023Purchased pair jeans approximately 30 days ago they split buy the back pocket. So I called the Wilkes barre store where I purchased them. Talked a person name of supposed to be manager hard to believe she's a manager. We don't do returns unless it's Zipper doesn't work. I said it was a default in the fabric. She said can't return unless it falls under one of our defects. So I said tell me what the defects are. No clue! Then she hung up. Canceling my credit card. Awful policy's. Service Date of experience: December 5, 2023I've been looking at their high priced items but I decide to wait for a holiday or other moment when stores cut down the prices. What Eddie Bawer does is increases the original price so that the usual price appears as a sale price. Boo! Boo! Date of experience: October 25, 2023I made an in store purchase last season on a First Ascent down jacket and I loved it. When I removed it from my closet this season, I noticed a small hole with feathers coming out. I was under the impression that the "product guarantee" would include this type of defect considering the quality of the material would in theory be poor if it could so easily rip being pulled out of my closet. I was told that because it wasn't a "factory defect" at the seams, it was not covered and they couldn't help me. It just sucks to spend $250+ on a jacket that only holds up for one year. I have down jackets in other brands that have held up several years. I won't purchase another down jacket from Eddie Bauer due to poor quality and lack of willingness to remedy such issue by the company. Products used:Down jacket Value Returns Quality Date of experience: December 5, 2023Not only is the refund process slow, you have to stay on top of it because they will not automatically refund you. You have to continually nudge them to get them to credit your account. I will never use them again. Tip for consumers:Very slow to refund money. And the refund fund only took place after several email requests asking them. Products used:Oants Service Value Shipping Returns Quality Date of experience: February 17, 2024Received a $10 off code went to use it at checkout & noticed it then added $10 to shipping costs. Shipping is free for anything $25 & over. When I removed the code the shipping costs went back to 0.00. So I reached out to cust service & asked about this shady $#*! & they said "go ahead place your order & then we'll apply the $10 discount" Yeah I think not. What a joke. Service Date of experience: November 9, 2023I called to change an online order within 30 minutes of placing the order. I waited on hold for 35 minutes and was then told "it was too late to change the order." So now I have to wait for the package to arrive just to return it. I called a 2nd time and waited on hold an incredibly ridiculous 45 minutes! Does this sound like a company that respects their customers? Bye Bye EB! Date of experience: October 31, 2023I ordered a pair of polar wind pants from Eddie Bauer. It took almost two weeks to receive a package and when it arrived, they had sent me a pair of shoes instead of the pants. I called customer service. The customer service rep was polite but the company refuses to cancel my order until I either take the wrong item back to an Eddie Bauer store or go through the multi step process of returning it by mail, both major inconveniences to me. It seems I am paying for their mistake and they refuse to credit my account until the item is returned. Won't be ordering from them again and should have read their awful reviews before doing so in the first place. Date of experience: December 6, 2021I returned a defect coat and got confirmation that Eddie Bauer had received it. I made a few calls in the past 6 months, but have not received the refund until now. They always said that the e-gift card will be sent to my email box with 48 hours, and also provided me a order number of the e-gift card, but never really send it out. The status is always "your shipment is being prepared ". It's so frustrating! Products used:Coat Service Value Shipping Returns Quality Date of experience: May 26, 2021EB deserves a 0 due to their complete lack of customer service. It is disappointing because I do love their many of their products (although the over-all quality has gone down in recent years). I have been a loyal customer for well over a decade and have recently been through a terrible ordeal with their deteriorating customer service department. Historically, I order a lot from them. I am a Gold Level member, but have ignored their recent rewards, eddiebauer.com sales, discounts, coupons, etc. It has been months since I returned five pairs of pants - and although they acknowledged receipt of the items in early April, they still have not refunded my money as requested (it is mid July). They claim that they changed systems and cannot do so, but I can see all of my order information and credit card info when I login to my account. It is total incompetence. And, good luck getting someone who can help over the phone! Tip for consumers:Do not order anything that may not possibly fit. You do not want to deal with returns or their customer service department. This used to be a wonderful company. But they have sold their souls for a complete lack of service. It is costing them their loyal base. Products used:In the past, I've ordered clothing/ shoes/ other from EB a lot. Most, I keep and love. But of course, sometimes there are disappointments or sizing issues. Service Value Shipping Returns Quality Date of experience: July 18, 2020This is the best ever site for outdoor clothing for camping and weekend play clothes. I have a pair of 15 year old leggings from eddie bauer that still look and fit great- they had the best quality and I hope they maintain this. The best leather gloves just perfect. My company use to give eddie b gifts at conventions which made these meetings bearable, hence my love for eddiebauer.com. I hope they never change as they really do customer service well. Many eddie stores closed a few years ago, but I found my self shopping on line more so no hard feelings. Eddie Bauer items are wonderful thus far. Date of experience: January 4, 2012If you do business with them, don't use your Credit Card. Mine has been hacked by one of their customers because they don't do proper verification of the cardholder. Furthermore, when you contact them, they make promises to correct the issue but, never follow up. If you contact their customer support you'll get some foreigner in (I think India) that 1) is hard to understand, 2) refuses to help unless you make threats and then 3) only get lip service. No matter how good the product or pricing, they are not worth dealing with. Date of experience: February 6, 2020At the Johnson Creek store, Amanda asked if I needed help, which I did. I could find only one pair of pants in my size, so she went in back and found two more pairs of pants in colors I liked. Since I like these pants, I bought all three pairs instead of the one I would otherwise have bought. Amanda also has a sense of humor, which makes shopping more enjoyable, and in our brief conversation about college, I got the impression she is very smart. Hang on to her; she'll be an asset to any company she works for. Date of experience: July 31, 2020I was recently in the Westfield Mall, San Francisco store. The staff there was very friendly and helpful. They suggested some shorts and pants (that i had ignored), and I found them to be the best choice for me. They obviously know their product, and work hard to assist customers with their needs. Can't remember their names, but I was there on 06/01/16 around 1:00 PM. Thanks again Date of experience: June 8, 2016I bought 2 coats and 1 jacket from Eddie Bauer. They all three have down inside the lining. I love these coats! I hate being cold, and these coats keep me warm and dry at ballgames while everyone else is huddled in blankets, and still freezing. Too bad there isn't an Eddie Bauer coat for my legs, or some super insulated leggings to wear under my jeans. Lol Date of experience: April 15, 2019Love the Silverdale, WA outlet store. Friendly greeting upon entering, knowledge of the merchandise and speed in checking out. Thank you Beverly and Lisa, the asst. Mngr. For another successful shopping experience. Sandy F. Date of experience: May 25, 2018I 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! Service Returns Date of experience: March 26, 2023When 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? Date of experience: October 17, 2017