Review Time
CATCH - 22 That has to be on purpose directed by the idiots ruining Eddie Bauer.I buy boots online and notice a major defect the 2nd time I go to wear them 62 days after receiving and 70+ since ordering. ProblemNo returns online after 60 days EVEN FOR FOOTWEAR. Customer service call center can't do anything to initiate a return as they are bound to 60 days as well.BUT I can drive two hours to the nearest physical store to replace in kind WHEN THE STORES DON'T CARRY SHOES. THERE ARE NO WAREHOUSES LEFT, JUST STORES SHIPPING FROM THEIR BACK ROOM. So now I have worthless boots that I can take to a store that doesn't have them. As their policy is to replace in kind after 60 days, but I have to drive to a store THAT DOESN'T HAVE THE BOOTS!!!I feel like I'm losing my mind. I fell for their holiday "sales" and spent a lot of money. But guess I won't do that ever again. It'll be sad when this iconic brand is no more due to either incompetence or more likely some greedy bastard in an office milking the brand for all it's worth before it's gone forever.
If ordering online, I would suggest that you be completely positive you will keep the item. I ordered a coat for my daughter online. It did not fit. I requested a return on 01/05/2025. The email response stated the return was being processed, an email would be sent once it was completed. After not receiving a response for over 3 weeks, I tried to return the item to a store location. They said the could not accept it and suggested a different location. The second location stated they could not accept the return. During my attempt to contact customer service, one of my phone calls was answered by a man who seemed unable to figure out his audio situation, or did not realize he answered the phone. There was music and highly bothersome noise in the background. After being placed on hold and waiting for the audio situation to be cleared up, was again informed that he was unable to help me. I was finally given a phone number and did not reach anyone, however I was able to leave a message. It was not until 02/11/2025 that I finally received a response that my return had been initiated. As a working mother of 3 children, the time and effort I put in to try to make this return timely (I was afraid they would deny my return due to the timeframe that passed before finally receiving a response), was not minimal, nor convenient. This day and age, with the amount of online shopping that occurs, it feels offensive to be charged $10 to return the product. They do offer the full amount in store credit though. After being an Eddie Bauer customer for years, this experience has completely changed my view of the company. It feels there is no appreciation, loyalty, or respect to customers.
This company is not serious about online shopping. Half of my order was delivered but the other half was lost. My complaints: It takes too long for them to ship (they say they will get around to it within 1 week!), compare with Amazon where I usually get the item the next day. In Canada they use one of the worst shipping companies (Landmark Global - check their reviews on Trustpilot) which handles it, then gives it to Canada Post. So no matter how short the distance, it takes forever. Not only that, but Landmark is notorious for "losing" shipments, so you're lucky if you even get it. On top of that, they don't even give you an estimated delivery date, so no way of knowing when it should arrive. And, it that weren't enough, their online tracking is inaccurate, not up to date and error prone.
Sent me a pair of women's pants when I ordered 2 pair of mens. Not even the same product line. When I told them about it, they wanted to charge ME to ship it back to them, despite the fact they screwed up. Private Equity bought Eddie Bauer out of Bankruptcy and they've made it worse. It deserves to go out of business again.
I really like the flannel lined jeans they make but the service is appalling, like many people mentioned. I live in Europe, I ordered well in time for my order to get to my cousin's house in the US. They randomly cancelled my order - no explanation, no apology. When I contacted customer support with a politely phrased WTF, they suggested I order again - but I have a plane home to catch. When I tried to complain later, they said they passed it to the 'appropriate department' which is the same black hole of where my order went.
I am only leaving a one-star because there is no option to leave 0 stars! I ordered a smart heated electric wi-fi enabled throw blanket at the beginning of November. Once I received the throw I learned that the app for wi-fi was not available anymore and was not even an Eddie Bauer product. No biggie! In less than three months the throw has stopped working. I paid well over $100 for this throw and now it does not work. I promptly went online to support and emailed Eddie Bauer with the issue and explained I only wanted to exchange the item. I was told I would have to drive over an hour and half away to exchange in the outlet store closest to me and that was not a guarantee they would have it. I ordered online and not at a store. I explained in my follow up email that would not work for me and was pretty much told oh well, your problem not ours. If I had wanted my money back I could maybe understand driving to the store (and I still wouldn't like it) but I only wanted an exchange for my item. All of the responses are canned responses from a customer service hub in another country. WILL NEVER PURCHASE FROM THIS COMPANY AGAIN!
If zero were an option, Eddie Bauer would earn it. DO NOT shop their online store unless you are okay with never having an option to make a return and actually see your refund. Unlike other retailers in the outdoors space, Eddie Bauer does not let you return all items at a physical store (it's convoluted rules about which specific items are eligible for in-store returns) and then when you do take the time to pack and drive to UPS to send a return (at your own expense) because Eddie Bauer takes three+ weeks to process your order and it misses the holidays, so you have to buy alternate gifts elsewhere, they do not honor your return, pretending they never received what you clearly sent via their UPS label. Done shopping with them and strongly encourage others to seek alternate retailers for your outdoor items.
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Eddie Bauer offers premium-quality clothing, accessories and gear for men and women that complement today's modern outdoor lifestyle.
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