Eddie Bauer
reviews and complaints

Eddie Bauer lounge jogger pants xxl bought at the COSTCO on Hamilton blvd in Allentown PA. Around March 7th.

I washed my Eddie Bauer jogger for the first time, and the string broke. I wasn’t able to get the broken string out, so I can’t buy a string to replace it. I would just return it to COSTCO, but I’m a XXL and they might not have a replacement, plus I would have to return both pairs, which puts me down two pairs of joggers. I just want 1 pair of black joggers to replace the pair that broke. I don’t even have a dryer that has center agitator. I’m hoping it was a freak accident.

Ordered $160 worth of items online feb 12/22. Got an email on Feb 14/22 saying the items shipped with tracking number and to allow 5-7 business days .on February 25/22 I decided to track the shipment as I had not yet received the package . It said it was delivered February 23/22. I tried called customer service and they insisted I need to give them 15 business days after the item was shipped regardless of the item saying it was delivered before they would process my refund . I then contacted the shipper they used which was intercom express and they were useless . Told me it was delivered and to contact the company I ordered from for a full refund . Needless to say I will never ever order anything from Eddie Bauer for the rest of my life nor will I buy from any online company that uses Intel on express as the shipper. Both total garbage companies .

ORDER#:[protected] ORDER DATE:12/23/2021
SHIP TO:
Betty Melnik
216 N Woodlawn Ave
Decatur, IL [protected]
Subtotal $149.50
Shipping $9.99
Discount $-9.99
Estimated Tax $13.83
Total $163.33
TRACKING #:

9261299992247546774534
SHIPPING METHOD: FedEx Smart Post
EXPECTED DELIVERY TIME: 5 to 7 business days

Saturday, January 8, 2022
1:11 PM Decatur, IL Delivered Left at front door. Signature Service not requested.
5:49 AM CHAMPAIGN, IL On FedEx vehicle for delivery
5:39 AM CHAMPAIGN, IL At local FedEx facility Delivery scheduled via FedEx Ground, not US Postal Service
5:39 AM CHAMPAIGN, IL At local FedEx facility
Friday, January 7, 2022
8:35 PM CHAMPAIGN, IL Arrived at FedEx location
8:28 PM CHAMPAIGN, IL Arrived at FedEx location

I want my order resent, requesting my signature to receive. Or I want my order cancelled and a full credit given at once. I have spoken to fed ex. and the delivery driver has no recall of the delivery, yet it says it was delivered. I was here all day waiting on it & it was never delivered, I have contacted Eddie Bauer customer service and relayed all of this information to them and they just keep giving me the run a round. I have told them that the way they shipped it I can not file a complaint with fed ex, that they would have to do that.

Bungee cord Hood tightening instructions on Sundara down duffel coat.

I ordered a Jacket today ( in person ) at the Forest Hills, New York store.
The sales clerk said they would order the garment online...Ok I said... No Problem, I then paid for the garment via credit card.
After the fact,
I then realized after checking my email from Eddie Bauer, that the Color was wrong. They loaded the wrong information.
I asked for Navy Blue, Size -XXL TALL .
The email/Invoice listed the color as Dark Smake. ( Wrong )

Mens Glacier Down Parker. Item # [protected]

I realized the sales clerk ( Allen ) made a mistake with my order. This is after I paid for the Coat.
I'm now told that you can't change the order. ( AS per this RUDE Store MANAGER )
This is the mistake of Eddie Bauer personal. Not myself !
This happened - Only- three hours ago.
I think this service is really poor.

Also, The young women who calls herself as the " Store Manager" is extremely RUDE.

Today has been a total waist of time shopping at Eddie Bauer. I've been a customer for many years.
It's going to take a month before I get the article I paid for. Have a nice day!
Cell # [protected]
Bill Urquhart
[protected]@GMAIL.COM

My wife and I shop with Eddie Bauer stores all the time and would like to share the worst experience ever. We were shopping at store number 00452 the cashier Regan was very rude to the customer in front of my wife and I and also then to us. She demanded our personal information name address and email. She said that was the only way to return items or the sale is final. I have never heard of such a stupid requirement.
Your company has no business to ask for our personal information or returns would not be accepted. The receipt even says on the bottom that all returns must be in unused condition and be accompanied by the original receipt. She was way out of line by demanding our personal information. Before I post this horrible experience with that store at Foxwoods Tanger Outlets and state of Connecticut I would double check with you on your policy if this is true that you would demand our personal information. this really upset my wife and I for the day.

You used to carry camis - they were soft, fit like a glove and came in every color imaginable - I have quite a few but they are getting old and I want new ones and can't get them anymore. Now you only carry a couple colors and you changed the way they're made. They were perfect the way they were - why did you get rid of / change them?

I did a reservation online and I was told I need to pick up at 1850 29th Street Boulder, CO 80301 in 24 hours. I drove 35 mins from Golden to Boulder today to pick up. However, the store was temporarily closed for weather reason on a sunny day. It was "Open" on google map and I have not been informed about the closure at all. All other shops in Boulder are open today except Eddie Bauer. I understand there was some snow last night. But at least I should be informed about the closure as I made the reservation. I made the trip for nothing.

I called the customer service and the store the other day. They refused to trans the product to a closer store and asked me to make another one hour round trip or pay extra for shipping. They want me to take the full responsibility.

On February 4th, 2021 in the afternoon, my wife and I visited the Eddie Bauer store at the Chinook Centre location in Calgary, AB. Normally I purchase EB items at the Market Mall location which, I must say, has excellent customer service. On this day I was returning a pair of First Ascent pants because the front zipper was broken. This is not the first time this has happened to me, I have had to return a couple of pants in the pass for the same reason. This is the first time for me returning an item at Chinook location and I was quite shock at how rude one of the clerks was especially to my wife, arguing that they don't take back items without a receipt and that according to this person she has never seen pants returned because of zipper breaking. My wife pointed out that she was being rude and she said to my wife that she can leave the store. I said to her that's enough of this kind of behaviour and everything became quite from then on. Lucky for us the other clerk in the store took my EB loyalty number and was able to see that the pants were purchased a few months ago and she got me a new pair right away, no receipt was needed. I work as a health care provider in ICU and I use EB pants for work as well as for hiking. I love the pants, very comfortable and the design is excellent, all I would say is the achilles heel of the pants are the zippers. They can break sometimes a little to soon. That being said EB at Market Mall has always repaired or taken back pants for an exchange. The staff at Market Mall are excellent and in the future I will be shopping only there for my EB products. I will never return to the Chinook location again.

Sincerely Alfred

I would like to present my concern regarding the rudeness of one of your employees at the Grandview Corners location in South Surrey.
At 11:45 this Morning I entered the store to return an item. The procedure to do so is involved and the young woman was giving me instructions that I found difficult to hear as she, of course, was wearing a mask, there is a screen between her and I and she spoke very quickly and softly. When I asked her to repeat a second time, she was very annoyed. I said to her: "I find it hard to hear you due to the mask and that the other cashier is speaking loudly". She replied rather angrily: "That is not my problem!". This rude reaction took me by surprise to the point that I did not know what to say. I have not been talked to like that since I had teenagers! I had planned to spend my returned money, plus whatever more would have been necessary, buying a new winter coat but, as I browsed around I became more and more upset and left the store very disheartened by this abusive treatment. I doubt that I will be back any time soon.

I have been waiting for 2 jackets that I order 4 weeks ago from Eddie Bauer.
The jackets were shown in stock. I received confirmation of the order. Told shipping details would follow shortly. I have received no confirmation of shipping. Live chat does not answer. They don't answer the phone. They don't answer emails. You can still keep spending your money on line though. Poor customer service!

At the Santa Fe store #268, I went in to do an exchange for a jacket that had a defective zipper and did not zip up all the way. I didn't have the receipt and they were unable to look up my item. I was told by Nidia I couldn't exchange/no store credit as the item was no longer manufactured (it was a fall 2018) and the warranty year had past. I was fine with that, so I left. I then called customer service to verify if the stores had access to look up my receipt in their system, they said they did. The jacket was also still part of the lifetime warranty as it was purchased in 2018. Therefore, I called Nidia and she mentioned she needed to verify that information with EB customer service. I asked if she would like my call back number or if I should call her back once the information was obtained. Nidia told me to call her back in an hour because she "was busy right now". Then, an hour past and I called back. I was told she was on her lunch hour, and to call her at the top of the hour when she returned. Nidia was not very profesional when I came to helping. It was obvious she wanted to avoid the issue and didn't take the time to ask the right questions. As for now, no further action needs to be taken. I have figured out how to obtain my receipt from the EB credit card.

Wanting to return an order, of which all 3 pairs of shoes are much too large, currently emailing the company up to 3 times a day. Told to wait 24-48 hours for FedEx to email return shipping label, have never received a label in nearly 2 weeks. And if I get a reply it's typically 4 days in between emails sent from me before I get a reply.

Still waiting on a refund from an order sent back in August.

I went to a local store in Colorado Flatirons mall to find an EMPTY STORE with two clerks. 1 insisted she could Not look up my account!? and she wasn't able to see reward dollars$$$ so I know your wrong! And with her refusal to check her computer for my account etc. I simply stated you've wasted my time, trip to store mall & you lost a sale and customer for life!

I have a serious issue and I have yet to have any resolution. I have called multiple times, I have emailed multiple times and had several chats. I was told I placed an order Monday night for 97 dollars. received a verification through paypal after there was a weird error on the checkout though EB. Tuesday comes and I have been charged 18 times, yes 18 times, by EB. Totaling over 1, 000! I have had to move money from savings to pay bills. I am being told I have no order (what?) and that these pre-auths (for what order?) will take 3-5 days to fall off!
Honestly, at this point I only want the items I ordered delivered to me in 3-5 days. Since I have to wait 3-5 days for my money to return to my account because of their "glitch" (that is what I was told, it's just a glitch).

Ordered 10 items in October. Got two. Rest never shipped. Used my Eddie Bauer credit card. Paid for order in full. Called multiple times to get a refund. Long waits and no help. Was told five times they were going to refund me and three months later still no refund. Employees blame their "back office" and even supervisors can't get things done here. I've now gone to the BBB and escalated stateside to get help. Their customer service is the absolute worst. Go into the store if you need to buy anything or need help. Their online service and 800 number is staffed overseas and those people are useless.

Horrible service at Eddie Bauer. Customer service like this is why more people shop with Amazon. I sent a return at the end of November and have never received a refund. I called 9 days ago to inquire and after much persistence was told that she spoke to the "email department" and they had in fact received my package and the refund would be in 5-7 business days. Still no refund today so I called and was told the package was not received and there was no note of my previous call like there should be, of course. Still no idea where the package is and can't do anything about it. The excuse of being busy during the holidays is getting old.

Let me start out by saying that the level of incompetence I am about to detail is, but far, the worst Customer Service experience I have ever had in my life. This complicated and convoluted circus of a story is going to take a minute to explain, but I'll detail the events in chronological order to the best of my abilities for the sake of clarity.

Friday, 11/08: I place an online order for a coat. The order goes through. I get an order number (#[protected]) for my coat, for which I have paid extra for expedited shipping, and am excited that I may have my new coat in time for the cold snap Chicago is now experiencing.

Saturday, 11/09: I receive an email thanking me for contacting Customer Service (which I have not) and cancelling my order. Obviously I am perplexed by this. I contact Customer Service to inquire as to why my order has been cancelled. I find out that the issue is the billing vs. shipping address. Having moved recently, the credit card I used to place the order is still linked with our old address (billing address). Somehow when I entered these two different addresses, or perhaps forgot to do so, (the details are a bit hazy at this point) the order bombed out. So instead of contacting me, the order is simply cancelled? Fine. I straighten out the issue over the phone, which is highly inconvenient, considering that the representative I am speaking with cannot access the old order and is asking me for things like item numbers, which I obviously do not have memorized. She assures me that the order will be expedited for free for my inconvenience, and I hang up the phone irritated but content. She assures me I will see an email confirmation of my "new" order.

Sunday, 11/10: Still no email confirmation, but I figure it's a Sunday and I will wait until Monday.

Monday, 11/11: Still no email confirmation. I call Customer Service again. I hold for 5 minutes and finally get a representative on the line who is completely confused and has to place me on hold for another 5 minutes while he "pulls up my order." He tells me (again) why my original order was cancelled and that the reason there is no email confirmation for my "new" order is because they take 48 hours to process. BUT he gives me my "new" order number to record (#[protected]) and assures me that it is "processing" and should arrive as promised on Wednesday, but I can continue to call back to check, if I prefer.
Also, I should get that confirmation tomorrow.

Tuesday 11/12: Still no email confirmation. I call Customer Service AGAIN. This time I provide my "new" order number. He, too, cannot find my new order. He, too, looks up my original order number and places me on hold for 5 minutes while he investigates. He comes back and also runs through the same story about my billing/shipping address being the original issue. After I bring him up to speed, admittedly irritated at this point at the level of ridiculousness this process has garnered thus far, he tells me, in a not so empathetic tone, that while he cannot tell me WHY I have no confirmation email, or why my order does not appear in the system, he CAN tell me that it is "processing" at this point. He also tells me that he has no idea who would have taken an order on a Saturday, that they do not process orders on Saturdays, so that's impossible. When I ask him what I am supposed to do besides cross my fingers that my coat eventually shows up, he says he cannot help me. Great.

Wednesday, 11/13: Still no confirmation email. Today is the day I was supposed to receive my coat. I call Customer Service for a final time. The representative who helps me explains to me that A) again, the billing/shipping address issue (got it, thanks), and B) there is no second order; it was never placed, it was never charged, and he'd be happy to do that for me now. So while I have been without a coat in the 7-degree weather, not purchasing one because I was awaiting my delivery, no coat was ever heading in my direction.

Needless to say, there is no chance in hell I am placing that order. I cannot begin to express how frustrating this process has been. I am a full-time high school teacher and mother of two. The hours of time I have spent on this circus is time I do not have to spend and cannot get back. I want you to know that there were times in this process where I was legitimately concerned that I was somehow being duped, defrauded out of my money, Punk'd, something... the level of either intentional deceit or straight-up incompetence has been on a level the likes of which I have never experienced. I sincerely suggest that you reconsider whomever you have outsourced your Customer Service department to. I will never place another order with your company again and I will encourage my friends and family to avoid doing so as well.

UPDATE: Thursday, 11/14: My debit card was charged today for the full price of the coat! And this is after I was repeatedly assured that it had not and WOULD not be charged! This is officially now an unauthorized charge which we will be disputing. Just when I think this experience couldn't get any worse!

I attempted to make an order via phone. The customer representative that I was speaking with could hardly speak English or understand it. The customer representative spent 15 minutes trying to pull up my account in which I had to spell my name 10 times. I asked to speak with a manager or asked if someone could assist him, he told me no one was available. Have since learned that Eddie Bauer has outsourced all their customer representatives via phone in the Philippines. Very disaapointed with Eddie Bauer's decision. Will never deal with the customer service number again! Eddie Bauer will continue to lose business when they hire people who are not able to assist others on the phone.

Experience with Eddie Bauer online shop https://www.eddiebauer.com is my worst customer experience ever. I placed and order and entered ny creadit cards details to pay for it. The money was charged. Then imagine my surprise when a week later the same amount was charged from my card by eddie bauer for the second time! all of a sudeen and completely unauthorised! I checked with my bank and they confirmed that there were 2 transactions fro the same amount and the money were actually billed!
Communication with the custom service was most helpless and useless. First the unswer was that the billing would initially "fall off" whatever that means I have no idea. The last message I got from the customer service after a week of mail exchange was that they are unable to proceed my request and asked for my contact details! In imail, when all my information was provided several times. including in my account on eddiebauer!
This is really a fraud!
I would like to have my money back!

PS. Unfortunately, cannot attach a copy of the correspondence (it's not a photo), but can be provided upon request

Yulia Sotnikova
[protected]@gmail.com