"This company is horrible. I placed an order called because I didn’t receive my discount. Received a discount and expedited shipment but called to check on the order and was told it was canceled. No notification. Spoke to an account manager who was rude and not helpful. Would not listen, would not look over the account to understand what went wrong and very snappy with answers. This company’s customer service is terrible. I was dumb for purchasing the coat again because they messed up the second order. The first and last time I will ever deal with Eddie Bauer. "
"If I could rate Eddie Bauer’s online experience as a 0/5 stars, I would. I had to contact Eddie Bauer’s Customer Service to find out my order was cancelled. I never received any sort of notification regarding the cancellation of my order. They couldn’t tell me why and then later told me my bank account did not authorize it (despite the fact that I used Affirm to purchase the order and that I had already been charged) and also that my order was on back order and then later cancelled. They told me to contact my bank and Affirm, as they could not assist me with the refund for the order THEY cancelled. "
"I have to give one star at least, which they don't even deserve..
On Nov-27-2019, I initially ordered 2 items with 40% discount, then cancelled entire order, because they offered 50% discount NEXT DAY and re-ordered exactly the same items. There're simply 4 items that I had made payment for. After all I took only one item out of them. I've been expecting refund for 3 items. I don't think this is very complicated.
The silliest mistake they made is that they advised that I could bring reopened package (2 items in it), that I wish to return, to 'Canada Post'. The package was delivered by FedEx! On Dec-3-2019, Returning the packages was successfully done. Then I learned the refund process takes 14 - 21 days which was not told when I contacted CS on the phone. The person said 6 days.
On Dec-17-2019, I recognized a refund in my bank transaction. But the amount is much less than I paid! I realized that the amount was only one item (out of 3), WITHOUT HST. Which I have never experienced since I started shopping online in Canada. I tdid my investigation because the CS team never understood. Email communication was very poor. No one was able to answer my questions properly, or they did not get a point. This is the fact about their online system
Each order detail in your online account only shows 'original price', not showing AFTER DISCOUNT PRICE and not showing even HST (13%) I'm sure that their online-shop system may lead customers to HUGE confusion. I had to explain my case over and over again. They even did not seem to know how to calculate when you get 40%-discount, seriously. For example I wrote my calculation "$489 x 0.6 x 1.13 = " then, this staff replied, "it's 40% discount (not 60% discount)"
It's been almost one months since I started contacted them. Very frustrating.
On Dec-24-2019, I received 2nd refund $67.7. Which is less than the amount I'm expecting. They have not refunded the rest (for 2 items 'before tax amount')
I think this online store needs to close. Seriously.
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"Received an email 2 weeks after I ordered and was charged that the item was no longer available!!!! too late to get a new gift for Christmas. Spoke to customer service rep, then manager who out right lied to me and told me that I could order the same product and that he would give it to me for half price for the inconvenience-and that it would absolutely arrive for Christmas. I paid 10$ extra for rush delivery because it was too close to Christmas. I thanked him for his great customer service-only to check my email 2 days later and read an email to say that my jacket was due to arrive JULY 2020!!! Just not right. Shame on your Eddie Bauer-maybe your marketing team is just as bad-because if anyone took the time to look at these reviews-you'd know that you have to change something!"
"Order a pair of slippers as a gift on 12-3-19 with guaranteed 10 day shipping. Tried calling customer service 3 times and finally got through after incredibly long wait time. The person on the phone could hardly speak English and didn’t help me at all. I have spoke to fedex and the label has been made but they don’t have the item in there possession. Obviously not going to be here for Christmas like they “Guaranteed” Very disappointed! "
"I'm so disgusted with my recent shopping experience at Eddie Bauer. They had a sale on Thanksgiving with their cirruslite down jackets on sale. I got on their website to purchase them as gifts for Christmas. The website was down and my purchases were not going through. I tried several times and assumed they never went through
because it would error out before I paid, and also never got an email indicating that the purchases went through. I finally decided to call customer service to place the order and after waiting over an hour I got through. The rep acknowledged that the website was down and placed my order. A week and a half ago I called to find the status because I never got an email with a tracking number or a confirmation. I finally got the package almost 2 weeks later. Soon after I got another package (one that I never placed) but come to find out the orders that I thought never went through because of error pages actually did go through, but once AGAIN I never got an email with the order information. I called to see if I was going to get the petite sizes and the rep said no because they were back ordered so they were going to issue a refund. I asked if I could place an order for an XL womans jacket. The rep took my order, my credit card number and I gave them the address I wanted it shipped to. AGAIN, I never got an email with my order info, although he did give me an order number. He said it would arrive in 3 business days. We are now on the 5th business day and NO SIGN of it. So, once again I call and speak to a woman from EB Cust Svc and come to find out the order was never placed. WOW! I was irritated and explained all the issues I've had thus far, and she agreed that it was a horrible experience. She said she would check with her supervisor to see if I could get a gift cert for the trouble I had been through. All of a sudden the call is disconnected. After spending 40 minutes on the phone with her she was gone. And she never called back. I'm so frustrated, disgusted and irritated with my recent EB experience. I do alot of online shopping and this experience has been the WORST one I've EVER experienced!!
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"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 caled again.
This time I taled 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.
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"I contacted BBB on 12/13 after my terrible shipping/customer service experience. I received an e-mail from Eddie Bauer's CEO's office on 12/17. My credit card was reimbursed for my charge and my items were expedited shipped. Just received them today, 12/19. I wish it wouldn't have taken getting the BBB involved, but my issue was resolved quickly!"
"I ordered a single item online, and my credit card was charged multiple times. After calling to cancel my order, it turned out my order was going to be 9 days late after paying for expedited shipping. I had to send the order to a new location because of this delay, after which I was told my previous order had been sold out. As it turns out, the new item customer service switched my order to was also sold out! I was not informed that the item I had purchased was sold out - I figured that out when it never came. After calling customer service they were completely clueless about what had happened, and it seems customers ordering sold out items is something that happens daily. Stay as far away as possible."
"Keep track of your orders!
Item in stock online, but notated backordered on order history! Had to cancel both backordered and find alternates. They gave me windows when I might receive.
Gave me some story about how it's available to ship in warehouse, but it might ship before Christmas which is a pretty wide berth window, but still. I can't take the chance and the story was odd in a way to me at least.
Customer rep and I went at it a little when he started whining, but had to tell him that he has no right to be frustrated with me for something I am frustrated with - like really?
In the end, I was able to cancel both backordered items. Hopefully I don't get charged for it and run into other issues like others did!
Good luck.
UPDATE AS OF 12/16/19:
I posted another review a few days ago. This is a follow up to it because now I am more **** than I was before.
Like others, I was charged MULTIPLE times for an item. I am now in the works to dispute the charge with them and/or if I do NOT hear from them by tomorrow, I am disputing both charges with the credit card company.
BEWARE OF YOUR ORDERS & YOUR STATEMENTS!
Seriously, you need to QUADRUPLE check this scam of a company! If you don't, they'll get away with it!
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If there is a way to give them -5 stars I would. Placed an order on December 3 and still no sign of the package and no tracking information available. Waited on hold for an hour to get a customer service rep that barely speaks English and could not help me with my order. After I finally got a hold of this person I waited another hour Trying to process a refund and no supervisor was available to help so I finally just gave up. I’m still waiting for a refund 15 days after I placed the order with no tracking information available."
"I made this account specifically to warn others about how terrible and frustrating this company is. I wish I read prior reviews before ordering from them..
They sell items on their website that say "In Stock" .. that is a lie. your item is not in stock and is likely on a backorder. SO do not expect to get your item in a reasonable amount of time like normal companies. If you are okay waiting weeks, then maybe thats no problem for you.
I attempted to cancel my order seconds after I made an order. I called ( waiting 20 mins to get through and it was some call centre in the Philippines I think). They said "SORRY, I CAN'T CANCEL IT. BUT YOU CAN TAKE IT TO THE STORE THAT IS HOURS AWAY AND RETURN IT. MINUS THE SHOPPING COST OF COURSE."
This company is a joke. Will not ever deal with this terribly ran company again. Learn from me, buy elsewhere. "
"This company has gone down hill in a very big way. They shipped a shirt instead of fleece lined pants then charged me again to ship the correct item. Then they charged me again for this item but finally refunded one of the charges. Then they decided to charge me again and emailed saying "here is your order confirmation", meaning they illegally charged my credit card, without my permission, for an item i did not order. Their call center in the Philippines is worse than talking to an IVR as they cannot think on their own and do not understand the issues. Eddie Bauer does not allow customers to call them directly, only the call center, which is pretty shady given i cannot stop them from fraudulent charges or continuing to ship me items i did not order."
"When speaking with customer service and asking when my order would be shipped bc I already had a pending transaction, she said soon. I asked to cancel it since it hadn't even shipped out. She said she could not. I asked to speak to a manager and I continue to wait for 10 minutes. When someone finally came on the line he said he was a supervisor and he could not cancel my order as well. I asked if there was somewhere else I could go to have that done as I will not get the product I ordered in time for what I needed it for. The answer again was no. To me this is unacceptable customer service. It is totally possible to cancel a pending payment when the order has not been shipped yet. I will never shop Eddie Bauer again. "
"This company is a cheat! First, you buy something that is not cheap at all and then wait a hundred years until they notice you have placed an order because they cannot pick the right shipping company to deliver their items, which in this case is “Fedex”. In the end, after waiting for 15 days, they decide to give me a refund!!!!!"