Review Time
Similar story to many others. Ordered items 4 weeks in advance of Christmas. All in stock. 1/4 items purchased shipped in 2 days and arrived in 9. The other 3 items didn’t ship until the 22nd. Asked for an explanation. The “customer service” that the initial bot based screening sent me to was useless. Canned responses with no clarity and no offer of resolution. Simply they lie. Eddie Bauer claims they will ship in a period, don’t count on it (read others reply here), customer service is an absolute outsourced joke. Completely useless.
I wish I had come to Trustpilot before ordering from Eddie Bauer. On December 1st, I order three items for Christmas gifts. On December 15th, I have not received items nor an email to give me a shipping update. Since I am traveling for Christmas, I called customer service to check on shipping. I was told they didn't have a ship date. I asked to cancel the items but the customer representative informed me that they aren't allowed to cancel my item until December 20th and then only if they don't have a ship date by then. I will have left for my travels by the 20th, which I explained, but was again informed that customer policy did not allow me to cancel. I explained that I would just have to return the items, costing Eddie Bauer money, but that made no difference. I suggested that the customer rep report back to their supervisor that they just lost a customer for life. I simply will not ever order from Eddie Bauer again. (Also, corporate has obviously never looked at Trustpilot - or doesn't care - to see what buyers have to say about their experience with the company.)
I ordered four items on Nov 7. No notification that any were out of stock or on back order. I received one item 3 weeks after ordering, rec’d another a week and a half later. I used the Customer Service chat function to cancel the last two items but they couldn’t confirm. Ten days later I rec’d a shipment confirmation so I contacted CS via chat function again. Said they had a “technical issue” and my cancellation hadn’t worked. Said I had to wait until I rec’d the item then I had to send it back or take it to my local EB store. I took the item back to the store and surprise surprise the sales clerk was surly but processed the return. I’m so fed up and disappointed as I’ve been buying stuff from EB for years and this poor service has really changed my opinion of them. It’s a real shame.
Ordered parka. Lodge Cascade Down, XL. I am 40” chest and hip, narrow shoulders.The coat is tight across the back..stretches taut acroos the back as l lean forward. The armholes are small and are uncomfortably tight through the armpit. The sleeves are very narrow. The coat is maybe a medium in size.Frustrating to try and contact Bauer, as they really do not care. I would advise any buyer to be very aware of quality control problems. I am in Canada. Today l wore the coat with a turtleneck and thin wool sweater under neath. If it really gets cold, there is not room in the coat for layers. It was minus 10C today.
My lightweight puffer jacket developed a broken zipper. I bought it 12/2/23 and tried to return, exchange, or get credit on 12/13/24...10 days beyond the 1 year policy. Littleton, CO store refused and suggested I buy another jacket that was on sale. I'm done with this company.
Terrible customer service! I ordered Christmas gifts 3 weeks ago. I called 3 days ago to get updated information. The rep said it had been shipped on 12/6. The items have not come. I called again today and they said that rep was incorrect. They have changed warehouses and they cannot provide an update as to when it will ship. The rep I talked to today was very rude and condescending. They would not allow me to cancel my order but said I would have to wait until it was delivered. And then pay to ship it back?!
Never order from this company again. I have chatted, ben told "rest assured" my order will arrive but have waited over 3 weeks for my order to ship. Can not talk to management, can not cancel the order. They say allow 7 business days to ship - I am way beyond that. Customer service is no help whatsoever. They certainly charged my credit card quickly.
Reviewing from Canada. Terrible experience with online ordering. I ordered three items at the beginning of November (avoiding both the Black Friday rush and an imminent postal strike.) One item arrived and the other two, shipped separately, never appeared. I re-ordered the two missing items (one of which is the second piece of a pair) on November 26. The parcel was shipped on December 2 from Ontario. (Postal strike was in full swing as of November 14.) It arrived in my home city of Calgary on December 7, which is still the status as of December 13. Customer service by email wasn’t helpful, so today I tried by phone (with a dog barking in the background of the customer service representative’s location for the entire conversation.) Apparently Eddie Bauer’s shipping company partners with CanPar, which is Canada Post. So the parcel is now in limbo. Every other company has found shipping alternatives during the strike. Apparently this is “beyond Eddie Bauer’s control.” Hmmm. I don’t think your shipping partners are beyond your control. This is huge incentive for me to do what I should have been doing all along: buying from Canadian companies who have the sense to ship with non- Canada Post companies during a national postal strike. My bad for not checking who Eddie Bauer was shipping with during the strike. When you assume….Update: Package arrived December 20. CanPar apparently is not Canada Post, so no idea why it took so long. Hoping everyone else gets their orders too. Now I’m unsubscribing from Eddie Bauer.
Like the products but the customer service is beyond frustrating. I ordered a shirt that showed as "processing" in my account forever before the status changed to "canceled," even though I hadn't canceled it. I had called about the status a couple of times while I was waiting. I ordered the it again where is showed as "processing" for several weeks. When I called about it again, was told the order was canceled, even though on my side, it said "processing." Ordered it a third time and received 2 shirts. The second order was shipped even though they told me it was canceled. Rather than refunding me for one of the shirts and letting me donate the duplicate, I have to go through the hassle of returning it to get a refund.
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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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