"First of, I would like to point out that this was my first and LAST order with Eddie Bauer. I place an order via your website on 11/12/2019 (Order number: 28677477). I paid an additional fee, $10.00, for 2 day shipping. After the two days were up and I followed up on my order, it indicated it was still "under process". I called and spoke with a representative who indicated that due to "high demand and weather" the items were delayed. I asked to cancel order in which she indicated she was unable to do so and said my order would take 1 to 2 weeks to receive. At this point I requested to speak with a supervisor who indicated the item would actually arrive in the next 24-48 hours and offered to waive the $10.00 fee I had paid and offered to send me a $25.00 gift card. Two days later my item did not arrive but instead I got an email from Eddie Bauer indicating the item would arrive by December 7, so 3 more weeks. The next day I received an email indicating the item has shipped and the following day an email from Eddie Bauer apologizing because mt item was no longer available.

I personally do a lot of my shopping online. I have had some good and bad experiences but never this terrible. I am beyond upset and disappointed with this company. I will ensure this email goes further and also get placed on various review websites.

Very unprofessional and untrustworthy company. Will steer clear from every placing an order with them again. "

"I purchased 5 shirts and 1 down throw on October 1st. As soon as I received it I noticed the quality was not there. I took it the same days to a UPS drop off to return. A week later I called to check on the return. They said they didn’t have it. I gave them the tracking number that when pulled up showed it had been returned. They said to call back within a few days. After calling back again and being on hold 25 minutes before they answered the phone a rep let me know they had received the items “ in the back office” and money would be returned within 3 business days. Here it is almost 2 months and I still do not have my credit. After asking for a supervisor I was put on hold for 40 minutes and as soon as the supervisor answered they hung up the phone. Such a sham company. Terrible customer service "

"Worst ever customer service I have ever experienced. Surprised they are still in business . Please do not ever order from this company. Their customer service location is in the Philippines and they have no clue how to deal with customers. I’m surprised that corporate does not see all the terrible reviews that they get . Can’t list all the issues I’ve had with them . Damn ridiculous!!!! "

"3 orders- all incorrect- customer service ****, they are clueless with poor english speaking skills. I spent 45 minutes trying to get an order correct. I did request to speak with a manager. Better english skills but it still was not solved correctly. DO NOT BUY FROM THIS COMPANY! It the same as buying from a Facebook scam. Ironically, they seem to have a 4.8 approval rating until you scroll down. "

"I placed an order on 11/03/19 and received one item 12 days later. Their customer service basically told me to ask for a refund on the other item because they claimed it was not "lost" even though another person told me it's boxed and waiting to ship? Constant lies from EB."

"I placed an order five days ago and called today to find out the status of my order. The person on the other end of the phone who spoke very poor English told me that the product has been shipped yet and that I would receive an email when it shipped and that was supposed to happen Friday. I said great today’s Friday she replied no it won’t go out until next Friday and then it will take 7 to 10 business days to arrive. I will never buy anything online from Eddie Bauer ever again and honestly may not even go into their stores."

"I placed an order on 10/26/19 and received it about 10 days later. No packing slip or return label included in the package. A few items didn’t fit and needed to be returned which prompted the first in a series of HORRIBLE customer service interactions. I’ve been calling nearly every day for 2 weeks to inquire about the label and kept getting told I’d receive it via email in “24-48” hours. No label has been sent. I’ve been lied to by the reps who impersonated managers, two reps hung up on me, and there were no records of any contact! I couldn’t be more disappointed. This company has died. When I was kid, it was considered the best of the best. That’s definitely not the case anymore. Now I’m stuck with clothes that don’t fit, no proper way to return them, and really bad opinion of a once-awesome store."

"Ordered merchandise which was supposedly in stock. Two weeks later the website still said “Available, processing”. Called customer support to get a planned shipping date and after an extremely difficult time with a representative that had marginal English skills, I finally understood the merchandise was back ordered. Throughout the exchange the rep kept asking me if I wanted to cancel the order. This seemed to be his preferred solution, rather than actually checking the status of the order. A few days later, the website was updated to reflect the order had shipped, then it was 10 days in transit from Ohio to Oklahoma! Over three weeks total time is unsatisfactory, I will never use Eddie Bauer online again."

"Wow unbelievably horrible experience with people from who knows where. They don’t even know how to put in an American address. It was way down hill from there. I’ve called 4 times with no results and they charged my credit card wrong to boot. "

"My God, what has happened to this once exceptional company? If you have become frustrated with the recently outsourced-to-India customer service and the fulfillment warehouse in Groveport, OH.( now, ran by Trilogy which was also purchased recently) then you're not alone. You can make an attempt to call corporate in Bellvue, WA. regarding your problems, but you will only be redirected to India, once again.
I would strongly advise you to shop elsewhere, perhaps Columbia Sportswear. It's evident, EB has destroyed their stellar reputation and I don't believe a significant number of customers will be returning.
In conclusion: With long fulfillment times and frustrating customer service interactions due to poor communication skills and a lack of knowledge for the company they represent, I won't be returning. EB needs to restructure quickly, beginning by replacing the chief operating officer."

"This happened in early Sept. I have now called 6 times asking for the refund if my nonexistant purchase. I hear the same script over and over... No one understands English. It is so ridiculously obvious they arereading from a prepared script and they sound like idiot robots. If you interrupt them they get flustered and begin reading the same script from the beginning. My request each time to speak with a supervisor was denied saying a supervisor wasn't necessary because they could help me themselves. I have been promised a refund would be credited within 7-10 business days only to call on day 7 to find out my refund was mot processed but that they will process it "at this moment" Ha! 7 days later same story. This is pathetic. I have been a huge EB customer for 30 years and generally do my Christmas shopping through them. Ironically each time i call customer service i am thanked for being an Adventure Rewards club member at the highest level. What a joke. I am so disgusted with EB online. It is obviously handled as a separate entity from the physical store which continues to be high quality with exceptional customer service. I will havento figure out how to do my shopping at an EB store far from my home. Ugh!"

"OMG, I called to exchange a pair of pants I received. Should be an easy process. I spent 25 minutes with the first rep who clearly had no clue what she was doing. I called again and spent another 20 minutes with another rep who was charging me more for the same order and could not do math. I then proceeded to call and discontinue my account with them. That rep tried ro help me and came up with another amount ro charge me for the exchange. After one hour of my time ( I know, shame on me) I got 3 different answers for 3 different charges for an even exchange which was more than the original order! WTH!"

"I placed an order on 21-October-2019. The website informed me it would process in 24 hours, a bit longer due to hemming of pants. Today, 29-October-2019, as I had received no updates on the order, I called. The first customer service agent read to me the order page, which I was reading. I asked him to find out why the order had not shipped and when it would ship. He connected me to a supervisor who after re-reading the page to me told me that hemming delays the processing, which I knew. I asked her, "by how long?" she told me 2-3 days. When I explained it had been far longer than 2-3 days already, she told me to call back in 2-3 days!!
"

"I ordered a down parka thru their website. Everything went well actually. I was a bit of anxious while waiting for it. I used their live chat to know every other updates of my order. The jacket's really nice. Excited to use it this coming winter! "

"absolutely the worst customer service I have ever experienced. They lost my return. I provided the tracking number and tracking information ( from their provided label) showing that they received the return. they just keep sending back automated response that the return was not received. it's been a month. tried to call, their customer service agents don't speak English.

Clearly this is not the Eddie Bauer we used to know. I will never shop with them again.
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