I ordered an Eddie Bauer gift card for my 84-year-old mom's birthday. EB said email gift certificates were not available. Fine, but after I placed my order, it was cancelled because that item (gift card!) was no longer available! Three emails to customer service with no reply. EB no longer accepts phone calls. They have a generic covid 19 recording which directs customers to live chat but screen indicated that option was not available either. Live chat finally gave me a mystifying response that they couldn't verify some info on my order, so they had cancelled it. What the heck is wrong with this company?

It's been since April 2020, that I ordered two shirts which I received and paid for. However, Eddie Bauer keeps putting another charge on my credit card since April for a third item I NEVER ordered. I've call, chatted, email and spoken with Customer Service and Billing departments. Customer service told me to call my credit card company to have the pending charge removed for the last 3 Months - which we all know the credit card company can't remove a pending charge until it gets charge at which point they will dispute the charge. Customer service didn't know how to clear up the issue. The Ordering Dept realized there was a problem and assured me the problem would be resolved within 5 business days. Well, today Eddie Bauer put another charge on my credit card. Obviously, Eddie Bauer's main concern to is make money but doesn't care about charging people for items then never order. Beware!

Second time I've tried ordering online with EB and both times were just horrible. There won't be a third time. Email is not answered, customer service phones simply disconnect you and the "chat" function is disabled. Order status online showed a "Shipping Date" and "delivery date" were identical and were non-sense. Someone had just entered data to have something in there - it had no relationship to my order. Save yourself some grief, shop elsewhere.

An memorial day 2020 my bank account was fraudulently charged 3400 dollars from eddie bauers website. I tried to get into contact with them, sent them multiple emails, called them, and used the live chat on there website and was never given any help. I noticed them of the fraudulent charges and they blamed it on one of my family members. Basically saying that I'm $#*! out of luck. They then asked me for some information on my account so they could cancel the order and refund my money. After I gave them what they asked for I found out they were lieing and told me there was nothing they could do. Now i have no money at all in my account and cant pay rent which will probably lead me to getting evicted. Also cant pay my car insurance so I'm going to lose my coverage. My bank account is locked down and my job wont give me a paper check, only direct deposit. So now once I run out of gas in my car I am literally out of a job. Thank you eddie bauer

I placed an order last night and their system duplicated my order. I immediately tried calling and emailed them but they were closed. I called first thing the next morning. And I am told I will have to return it to them to get a refund. In the midst of Covid, to have an extra 250$ on my credit card is unacceptable for an error on your part. Secondly to expect me to carry the cost until its returned for your system error is not good business.

I will be contacting the better business Bureau.

I placed an order on a sale they were having. Charged the CC and never received the item. The charges went on and off the CC numerous times.
I called and due to the virus I had to have an online chat, waited over 25 mins sitting in front of the computer and when I finally got down to 3 in the que, it said, no one was available and it disconnected me.
Sent numerous emails and never received 1 response (sent to different areas of the company)
Believe me, i understand the virus thing, but for a company of this size, one would think they had there stuff together.
I keep seeing ads, no way would i even try to buy anything ever again from this company.
Good luck on your purchases.

I feel compelled to share my less than great experiences with Eddie Bauer. Although the customer service is always friendly when I call, there seems to be more problems than answers.

A year ago I received Eddie Bauer clothing items as a Christmas gift. The items were purchased in store. I needed a different size in one of the items, and when I contacted them they said because the item was purchased in the store I could not return it online, which makes no sense because Eddie Bauer should be one company. I was told I would need to go into an actual physical store which does not exist in the state I live in. Inconvenient and not possible. After many phone calls, talking to several representatives on different days who said it was not possible, finally I got one to agree to accept the item back to the online return center, but I had to write a lengthy letter explaining why I was doing it this way and include a lot of detailed information inside of the package. It took 2 months before I got my item in the new size, and it was a huge hassle.

Fast forward a year later and I again get Christmas gifts of clothing from the same person who now ordered it online due to the problem in the past. I needed to return one of the items because it did not work out. It took 4 months for me to get the gift card in the mail for the returned item. By the time it came I had lost hope that it was ever coming. I went online the next day to use the gift card to purchase a new item and the online system took the money off the gift card leaving the 30 cents balance from the order but did not process my order. Frustrating to say the least. I emailed customer service and got no response so called them and they agreed help, but I had to give them my credit card so they could make the order again and charge my credit card for it. They said on the back end they would email the billing office to apply the gift card to my order after the fact and refund my credit card a week later. Why they could not just issue me a new gift card or credit when they could see that I had not placed an order with that gift card number, I do not know. I was upset to be charged for an order that should have been on a gift card, but they left me no other choice.

Never, ever would I choose to do business with Eddie Bauer. They take forever to get things done and it is inconvenient for the customer. Dealing with them has been nothing but a time consuming headache.

I ordered 4 items. They sent a confirmation for all four and locked up the funds in my bank account. When I received the shipment there were only three items - with no explanation of the shortfall - not an email, not a back order, notice, not a credit.

Now - three weeks later, I do not have the missing item. Nor do I have any explanation. They still have their lock on my funds.

I attempted to contact them to sort out the issue. First I called, their answering system whined about COVID-19, then told me to use their chat system, and hung up on me.
When I jumped onto their chat "service" they placed me at # 48 in the queue. I held on for 15 or 20 minutes until I reached # 1 - at which point they told me they had no capacity - please try again later.

Do not order from these people!

If you do business with them, don't use your Credit Card. Mine has been hacked by one of their customers because they don't do proper verification of the cardholder. Furthermore, when you contact them, they make promises to correct the issue but, never follow up.

If you contact their customer support you'll get some foreigner in (I think India) that 1) is hard to understand, 2) refuses to help unless you make threats and then 3) only get lip service.

No matter how good the product or pricing, they are not worth dealing with.

Worst "customer service" I've EVER had. Sent a Christmas gift (coat) back for exchange for one size larger. Clearly filled out the paperwork with the exchange info and paid to sent USPS priority mail. One week after it was delivered back to them I called to see the status. Nothing, still "processing". Couple days later was told it was refunded, then after more time on the phone they changed their mind and said it was still in process of exchange. Emailed a couple of more times to check on it. Still processing. 1 1/2 weeks later, still processing. I demanded it be processed while I was on the phone and it supposedly was (rep verified item, color, size, etc).
Was told it would be shipping in a couple days. I was sent an email that showed our call recap and stated "your exchange for order xx has been processed", because I demanded proof of the exchange when I was on the phone. A week later now, so TWO ENTIRE WEEKS SINCE THEY RECEIVED THE RETURN, no coat has shown up so I called again, only to be told the order was processed as a return and refund (the day after the call & email stating it was exchanged). WHAT? I called several times, emailed several times, and each time was VERY clear about needing the exchange. Sorry, but nothing they can do. My only option was to place another order, and pay them again. Mind you I checked with the gift giver and they had received no communication about a return or refund they were getting. As if I would place another order and give them more money when they haven't even refunded the money from the first order?! In all I spent LITERALLY over 4 hours of my life on the phone with these people, who speak poor English and do not deviate from scripted responses, for a simple exchange from one size to another and somehow they still managed to DO THE EXACT OPPOSITE OF WHAT I WANTED. I have NEVER EVER EVER dealt with such incompetence and total lack of concern or accountability by so many different employees. This company makes a big deal about being headquartered in the USA, but outsources it's customer service team to other countries instead of supporting our US economy by employing them here. THIS COMPANY IS HORRIBLE.

I would select 0 stars if that was an option!
I am extremely disappointed in their customer service. I placed an order on 12/27/19 and received a thank you email for order #*******. This was the last that I heard from Eddie Bauer. I tried to log in today 1/6/2020 to inquire about the status of my order and was told via chat, that the order was on backorder and that they couldn't receive authorization from my CC and tried 3 time, yet I see that $126.98 was authorized to Eddie Bauer. My order was cancelled with no notification to me and doesn't even appear in my Order history. This was a Christmas gift and my daughter will be leaving soon to go back to school and does not have this gift. I am very upset with the way this was handled and I still never received an email letting me know that my order was cancelled. I will never order from here again!

Like others, I ordered in mid December. I got confirmation, and a follow up email that shipping was behind, but I would still get it in my 7-10 day time window. When I had heard nothing by Christmas Eve, I contacted customer service who advised me the item was back ordered with no certain ship date. I was advised I should be getting a post card with that information soon?! Asked to cancel order, was advised that this would be a request, not a certainty. Last time I will do business with them. Future on line buyers, beware!

I ordered a jacket online Dec 1 as a Christmas gift-2 weeks later I realized that I had heard nothing from them so I went to track my package. I had received an email that day saying the item was no longer available-AFTER 2 WEEKS! That left me no time to replace it before CHristmas. I checked online it was not there. I called customer service. I told them that it was a mistake on Edie Bauer's part and that if the item was not available they should have not taken my order or told me right away! Long story shortened -I ended up speaking to a manager who nicely offered me the same jacket-miraculously it was now available! And he offered it for half price. I asked outright, "you mean now you are willing to give me the same jacket that was not available-and now is-you're giving it to me at half price and it will arrive for Christmas?" The manager told me yes of course! I even chose rush shipping and paid extra to make sure. Three days later I received a confirmation saying that my jacket would arrive in JULY 2020! Unbelieveable. You would think that such a large company would do its best to treat it's customers well-never again. I ended up to pay more for a jacket at another company because I will never shop Eddie Bauer again. Dominic T

All my interaction with Eddie Bauer was in the November-December 2019 period.

My advice is to avoid Eddie Bauer and save yourself a lot of money and aggravation.

I spent at least 2 hours of my life and had a lot of aggravation trying to get back the money I paid Eddie Bauer.
It was all for $20 but I was doing it as a matter of principle.

This is my story.

I ordered 3 kids backpack from Eddie Bauer for around $35.
Finally I received the package but when I opened it I could find only 2 backpacks.
I checked the backpacks and decided that their quality was seriously lacking.
I decided to return them.

The first time I contacted Eddie Bauer customer support I talked with a lady with a thick Indian accent who did often not seem to understand what I was trying to say.
I explained to her that I received only 2 of the 3 backpacks and I wanted to return them because their quality was bad.
In the end she was supposed to send me a free return shipping label.

After about a week when I did not receive the shipping label I called again.
This time I talked with another lady with a heavy Indian accent.
I explained again the entire matter and she stated that they will send the free shipping label.

A few day later I finally go the shipping label and sent the 2 backpacks back.

2-3 weeks later I receive an email from Eddie Bauer stating that they received 1 backpack and they refunded me the money for 1 backpack.

Realizing the incompetence/indifference/shadiness of Eddie Bauer and its customer service I decided to contact PayPal which are usually much better.
At this time I am still dealing with Paypal and Eddie Bauer.

I ordered a single item online, and my credit card was charged multiple times. After calling to cancel my order, it turned out my order was going to be 9 days late after paying for expedited shipping. I had to send the order to a new location because of this delay, after which I was told my previous order had been sold out. As it turns out, the new item customer service switched my order to was also sold out! I was not informed that the item I had purchased was sold out - I figured that out when it never came. After calling customer service they were completely clueless about what had happened, and it seems customers ordering sold out items is something that happens daily. Stay as far away as possible.