We finally made a complaint with the BBB, as recommended by our attorney. Here is that complaint:

We are at our wits end in trying to get assistance from Eddie Bauer's extremely mean-spirited customer service agents. We have tried NUMEROUS times via their website and via email but have met with extremely rude people -- some of whom do not understand English well.

The latest one, a "Claudine P" simply kept sending the same email stating to call your number (which we did but gave up due to how long we were on hold). Claudine P seemed to revel in being annoying, as she responded right away with the same reply (we'd previously waited days for a response).

After literally dozens of emails, we were told to "file a police report" because we did not receive one single shirt valued at less than $50. This is the kind of nonsense Eddie Bauer subjects customers of 30 years to. Eddie Bauer uses delivery companies that are unreliable in our area, and who regularly mis-deliver or throw packages in or around the street. It is left to the consumer to sort all of this out.

We also returned an item weeks ago but no receipt, no refund. It has disappeared into the Black Hole of Eddie Bauer's criminal bilking of its customers.

Purchased down coat and realized sewn wrong on the hood elastic. Told they no longer repair or fix their products-bad move. I have 25 year old jacket where when the zipper broke, EB sent coat back all fixed. Not standing behind product-going to competitor to buy from now on. Disappointed

I ordered an item on Nov. 7 for my wife's birthday at the end of November. Several days after placing the order Bauer's tracking still showed "in process"; when I contacted them I was told that the item was actually out-of-stock until Dec. 2. This was too late for her birthday, but would work for Christmas so I made some adjustments. On Dec. 3 I contacted them again by email as the item still showed "in process" and I needed to know if I would receive before Christmas or should I cancel the order. The first response from Customer Service was that the item was "in process" (hardly helpful or informative); I sent a second message saying that they hadn't answered my question and only told me what I already knew. Second response said they had received their stock and that my order was being prepared for shipping. ONE WEEK later it still hadn't been shipped although Bauer issued a Tracking Number on Dec. 10 which wasn't valid and didn't provide any tracking information. This was followed a day later with a second message quoting a Canada Post Tracking Number that said they CPost had received "electronic notification" from Bauer about my item and would deliver it on Dec. 14. No package on Dec. 14 and new info from Canada Post that item would now be delivered on Dec. 16. However, upon checking the tracking history, my item WASN'T actually in Canada Post's possession until Dec. 15. I finally received it on Dec. 21 — 7 weeks after placing the order. I will never order from Bauer again.

I ordered a product for $242.39. Men's superior down bomber jacket and I had paid extra money for shipping Nov 30th but the confirmation email came on Dec 1st. On Dec 3 I got a confirmation email my item was shipped. Its now Dec 15 and I've called into eddie bauers customer service portal over 15 times since then. I keep getting mixed up messages from every reply I speak to. I was asked to wait and wait and wait and so I did. Today I spoke to 3 different reps and all say different stories. One told me to wait till Friday and one told me my item is lost. I'm super frustrated with the service I have received and no one has once sent me an email or call about an update on my order. I had to call and spend hours getting false answers as each rep said a story that best suited their situation.

I would never order from them again. Stay away from them

Ordered product in November. Contacted them in December advising not received. Advised lost in transit even though tracking number not registered with FedEx. Advised they would process refund. I would have to reorder products, pay whatever current price was and then contact them for price adjustment. Are you kidding me? Way to make their problem not only an inconvenience to me financially while the monies cross but leaving it up to me to fix.
Never again!

I ordered one single item from their website with a gift certificate for $10 off. The item was ordered with overnight shipping with a guarantee of the delivery the very next day. Looked at my confirmation email, but they removed the $10 certificate from my total. Contacted customer service who then claimed to have applied the certificate. Waited for second email verifying the item had shipped (overnight means should have been shipped same day as purchase) but never received email. Contacted customer service again, they said the "lost" my order. Made sure they had my order number, and asked for an update immediately. They claimed that because my item never shipped out on time (due to their own negligence) my order would take 5-10 business days to process?! Oh but they waived the overnight fee which in the website was a mere $12, but the representative said he took off $21?! So basically they lie about their shipping fees and then refuse to actually do their job. Pathetic.

I had no idea Eddie Bauer sizes run about two sizes smaller than other companies. So stupid me, I order my normal comfortable size. And I couldn't even pull it up over my arms. Now it's cold here and I need a coat. So when I call CS, it turns into a three day nightmare trying to get things straightened out after the first rep charges me another 200 instead of depositing a promised discount. So now, I sit here with no coat, and they have the money I paid initially plus money for a second coat that got stuck in fedex land. I beg the Phillipines agents to put me in touch with an American who isn't reading from a script that says "We are so sorry you are frustrated, but that's our policy.". Apparently the policy involves telling customers with tiny coat problems to give them a credit card number so they can give you a discount, and meanwhile you get overnight shipping on a replacement. Just put the coat in the mail when you can. But instead of that, what actually happens is they charge you full price plus the cost of overnight shipping. No refund of a discount. No overnight shipping, free or otherwise. And a weekend of hell worrying the rent check won't clear your account because you just paid a ton for two coats and you have none!

I ordered several items over three different orders. I was called because their system charged the wrong amount (they said it was a "known error" on their part) and wanted authorization for the balance. I gave it to them. What happened? They charged the same error amount. Again. I tried to cancel the order and was told that once you place an order, you can't cancel. Called back and was told they could cancel it.

I asked when another order would ship and was told that I would receive it the next day. Then they said it hadn't shipped. I asked how I was supposed to get it the next day when it hadn't shipped and got silence.

I was also charged twice for the same item. I would never again order anything from this company. I think their customer service is the worst.

I definitely do not recommend dealing with Eddie Bauer. In early 2020 I brought 2 pairs of pants in to exchange and some boots that had started getting bubbles on the toes after wearing them one time. They had been in storage for about 4 years, but I had purchased them when they still had the no-time-limit exchange guarantee. A sales rep at the store (1) lied to me about the exchange policy, (2) lied to me about the availability of the pants and boots, and (3) lied to me about the credit that could be applied. When I caught him in the lie about the exchange after I got his manager, he admitted the items were grandfathered into the old exchange policy. But then he told me they didn't make the style of pants I had (cargo convertible pants/shorts) or the same boots. He then made me take a measly amount as credit, not even enough to buy one pair of pants. After I got home, I found that they (of course) were still selling that style of pants and that they still carried the exact same boots (online). I contacted EB customer service, even providing the name from the receipt. Now, nearly 3 years later, they still refuse to respond at all to my complaint. Their customer service reps just say, "Sorry about your experience. Thank you for being a loyal EB customer." I removed myself from their spam list, but I still keep getting junk from them. I reported this problem, too, telling them I used their unsubscribe process and it didn't work, and also reminding them of the original issue. They just say, "Sorry about your difficulty. Use this link to unsubscribe. Thank you for being a loyal EB customer." It is the same link I used repeatedly to try to be removed which wasn't working. They don't bother to read messages, they don't take responsibility for their agents' misconduct, and they don't care about customers. Needless to say, I haven't shopped at EB for 3 years, even though almost all of my casual clothes were from them prior to that. I am only writing this now because I just got ANOTHER spam message and it got me heated up again! This review is NOT about their products, just their service.

I ordered three pair of pants, received a confirmation. Checked my checking account and found they had debited me twice! They also charged me a dollar for some card I didn't order. Contacted customer service (actually I was considering buying all six pants) received a letter from customer service saying because of Covid 19, there may be a delay in shipping. Got a confirmation of a FedEx shipping... the tracking number wasn't real. So disappointing. I told them to send my money back, I'll go to the damn mall to buy pants. Terrible customer service.

At the Johnson Creek store, Amanda asked if I needed help, which I did. I could find only one pair of pants in my size, so she went in back and found two more pairs of pants in colors I liked. Since I like these pants, I bought all three pairs instead of the one I would otherwise have bought. Amanda also has a sense of humor, which makes shopping more enjoyable, and in our brief conversation about college, I got the impression she is very smart. Hang on to her; she'll be an asset to any company she works for.

We reached out frequently in regards to the status of our order as our delivery date had come and gone. They continued to say that it was packed and ready to be shipped out. 1 month later we had enough and requested to cancel order, in which they said it was ready to go out and couldn't cancel order and that if we wanted a refund we would have to mail it back.
Another month goes by and they finally reached out and said they were out of stock and cancelled our order.
This was some of the worst customer service we have even had and will never order their products again.

EB deserves a 0 due to their complete lack of customer service. It is disappointing because I do love their many of their products (although the over-all quality has gone down in recent years). I have been a loyal customer for well over a decade and have recently been through a terrible ordeal with their deteriorating customer service department. Historically, I order a lot from them. I am a Gold Level member, but have ignored their recent rewards, eddiebauer.com sales, discounts, coupons, etc. It has been months since I returned five pairs of pants - and although they acknowledged receipt of the items in early April, they still have not refunded my money as requested (it is mid July). They claim that they changed systems and cannot do so, but I can see all of my order information and credit card info when I login to my account. It is total incompetence. And, good luck getting someone who can help over the phone!

Don't think that you will get money back if you return a product. I got a gift card instead because of the "system upgrade" they had at the time... and that somehow has made them unable to return my money... RIDICULOUS
I was dealing with this issue for 6 MONTHS! They don't reply to emails and people on live chat tell you that someone will contact you... and obviously that never happens.
I will NEVER buy anything again from this company

Eddie Bauer has terrible customer service. I recently placed and order on 28 June for 2 down jackets for a trip scheduled on 10 July. After not receiving a confirmation for shipping by 1 July I contacted Eddie Bauer Customers Service who informed me my package was indeed ready to ship and would take 5-7 business days from the order date to arrive. I specifically asked if it would be here by 7 July to be sure it will arrive for my trip. The customer service rep said yes. I recently just checked the shipping status of my order and it is not predicted to arrive until 10 July! Missing my trip. I am so angry I don't even know where to begin. I understand the "delay due to Covid, which is why I specifically asked that the package would indeed arrive for my dates. A perfect example of the hand not knowing what the mouth is doing.

I attempted to use a 50 % off discount code on an online order but it kept coming up as invalid. I was finally able to reach as CS rep who assured me my account would not be charged until it shipped and would then be the correct amount. What actually happened was they charged me the full amount immediately and then charged me for each item as it shipped. For one item they charged me both the sale amount and the original amount. I used a debit card which was a huge mistake because now it will be more difficult to get my money back. It is very scary that they have my information and don't seem to mind putting random charges on it. It is also sad that such a reputable company has stooped to this. From other comments it looks like returning the items will get me absolutely nowhere so I should just hold on to the greatly overpriced items I do have. I will be sharing this information anywhere I can to help keep people from getting scammed. It is also pathetic that they are using a tragic pandemic to take peoples money.