I haven't ordered from Eddie Bauer in a while because the quality of their clothes hasn't been good but I never had any issues with theor customer service until now. I returned a parka that was received and apparently processed but have yet to get my refund. Unfortunately it's now too late to do a PayPal dispute or else I would go that route instead of trying to get through on the phone. I've called daily for weeks and have never been connected to an actual person. Funny that the sales side still answers the phone.

Eddie Bauer has not a been doing well and was recently purchased by a private equity firm that merged it with Pac Sun so it's only a matter of time before Eddie Bauer declares bankruptcy again and dissolves. Good riddance.

Do not buy from this company!

It would be nice if you could pick up the phone and fix my order since that is the only avenue I have left in order to communicate with you. You declined my credit card last night over and over then accepted it but the order did not go through. It is not my bank I have spoken with them. Now today I have been on the phone for over an hour on hold and no one cares to pick up the phone... horrible customer service and will most likely never shop at EB again because of this. I could also not log onto my account last night with the correct login and password. Seems a little sketchy to me... and on a side note do you play the most annoying hold music in the world to piss people off in order to make them hang up the phone? Seriously... the voice of a girl comes on and whispers ( thank you for your patience we are currently experiencing a longer than usual wait time... blah blah blah followed by obnoxiously loud crappy music.
Thanks for the irritation and total lack of customer service. What a complete waste of time.

Received wrong color jacket and it looked used and had no tag. Bad quality. Customer service actually wanted me to order another online BEFORE I even return it and get my money back. I don't care to pay double knowing they couldn't get it right the first time and wondering if they would return my funds. They also sound bored with your problem. And the price changed after I purchased it and was cheaper than they originally claimed. All bad experience. Never ordering online again from Eddie Bauer. All other online purchases have been great from other brands

That's a good lesson for me: never order for Eddie Bower. I have placed an order via eddiebower.com, they've charged my account but never shipped anything back within one week. Then I've spent two more days trying to contact their customer support via email, phone and messenger. As a result, I've received an email saying my order was cancelled due to some vital data's absence. They cancelled my order without any word written and without returning my funds charged from my account. Status of my order is still "processed" and I still have no my money back (((
Really disappointing

Have shopped EB for years and even reached the "gold" rank and then 5 star to 0 in 1 month! I have been almost begging EB to respond to emails regarding an order they shipped with wrong items sent to me and missing items. I am not available to call during their hours and chat isn't working. At $75.00 for a pair of pants and the amount I've spent at their stores over the years you'd think someone could take 1 minute to respond to an email!

Visited the outlet store in Sevierville, TN on 5/27/2018. Went there because EB sent me an email with a $10 gift certificate. Can be used in store or online. No restrictions. Found something I wanted in the store, and took it to the register. Apparently that interrupted a clerk who was nearby folding shirts. Handed her the item I wanted to buy and showed her the gift certificate on my phone. "You'll have to buy something else in order to use that.", I was told. WHAT? It doesn't say that anywhere! "It's in the fine print, and you need to learn to read." was her response as she turned her back on me and walked away. WTH?

Sent in a complaint to corporate. Got an email from the store manager asking for a reply. I did. Nothing since. Looks like my assessment was accurate. Worst customer service I have ever encountered. Now I know why there were so few people in that store in an otherwise crowded outlet mall on a holiday weekend.

I tried using the certificate online. Website had no problems, and no requirement to buy something else, but it will cost me MORE because I'd have to pay shipping for the same thing I had in my hand a few days earlier. No thanks.

6/23/18 Follow-up. Just got a whopping $20 gift card, and I have NO plans to use it. That tells me they're not really concerned. AVOID this store.

Saw a Marmot flannel plaid shirt for $75 in a sports store and thought of my 2 on sale from EB for $25 each with an online coupon, membership, and being a military member. I hardly fit any clothes anywhere, but their XS shirts fit perfectly and the quality is excellent and the colors are beautiful. I have one not pictured that has pink (my unfavorite color), purpose, gray, bright blue and maroon in it, and it's beautiful. Have another that is dark green/black plaid and very classy. The shirts fit perfectly, aren't too long or shirt, and the little EB emblem is on the bottom at the front. I smile every time I even look at these shirts, and I love wearing them. I don't think I've ever lost a button or had anything break on any of my EB clothing, now that I think of it. Thank you so much, EB, for making affordable outdoorsy clothing that goes down to size XS and 2. Almost all my clothing is from EB now.

I waited over an hour and a half on the phone to speak with someone before I hung up. The reason for my call? I got a call from FedEx saying they couldn't ship my items to the address given. Eddiebauer doesn't concern themselves with this. You can put it any address into their computer system and they'll accept it. Whether their shipper will ship to that address is another matter. If not, the items go back to Eddiebauer. You're still charged.

Had a bad experience first time I ever ordered from them.

I bought a Christmas gift for my wife at 50% off on Black Friday (online.) I didn't want a package to come with just that, though, so I bought some jeans for myself as well. I used Shoprunner for the free 2 day shipping. 2 days later I got the jeans, and an e-mail stating that the gift for my wife had been 'cancelled.' I e-mailed customer service to inquire, and they responded that because I used Shoprunner and the item I had ordered was in a store, not the warehouse (no way for me to know that), they couldn't process, so they cancelled. What the...?

I told customer service that I wasn't happy with that, and expected to get what I ordered at the price I ordered it at. Instead, they send me a $10 gift card - in the mail. So in all, I wasted a week, never got the present for my wife, got jeans I only ordered as cover for the actual gift, and talked to customer service twice (zero help either time.) Oh, and the 50% deal expired by the time I heard back from customer service, so I missed that too. Pretty terrible service all around.

There are a ton of places to buy good outdoor-oriented gear, which makes deciding not to go with Eddie Bauer in the future an easy decision for me. Stick with REI, Backcountry, LL Bean, or relay anyone else. I'm giving 2 starts instead of 1 because I like the jeans.

I bought a BC Downlight Jacket for50% sale. But the zipper under the arm was sharp so I returned it after the assurance from the on line staff that she will replace it soon she receive the return item and everything is in the system. The item has reached their return facility in OH for 46 days already and still no sign of replacement or refund. Every time I called them they would advised me to wait for another one week. Just today at 46 days, they said they will mail $ 100.00 gift card for their store again? I lost $ 150.00 and more than month of back and forth communications. Please stay away from this store. Other outdoor store are way way better than this crap.

I bought an item on eddiebauer.com and realized within hours that I had used an old address that was saved on the site. I called immediately and was told they couldn't do anything about it, but maybe FedEx could. FedEx was unable to change the delivery address or hold it at a FedEx location (no explanation why). Now my package is being sent to an address I no longer live at, and I guess it's just my bad luck, according to Eddie Bauer. Thanks.

When you place a phone order, make SURE you follow up shortly after, to verify your order was processed, because you don't get a confirmation email, unlike every other company I know.

Placed an order for a coat on 10/16... checked the next day to verify the order was being processed... no record of the order with the confirmation number they supplied. Couldn't find the order with a phone number, name, or email. Someone took credit card info, so that was scary.

Had to place another order, and while I was compensated for the inconvenience - they took an additional percentage off a sale item, and expedited the shipping for no charge, I'm still left wondering how there was NO record of the order, and credit info was taken.

Had I not checked, and trusted the coat was coming (because they don't send a confirmation until the order SHIPS), I would have received no coat, and would have had to order again, possibly with no sale pricing, and possibly on back order - which would have been a tremendous inconvenience.

Send customers a confirmation email - after an order is taken, like everyone else does. It makes no sense to send NO record of an order, until it ships. What if a customer writes down the wrong confirmation number, or the agent gets the email wrong?

I have long enjoyed Eddie Bauer. Normally, we frequent stores, but lately we find that online purchases are the way to go (we live more than 2 hours from the nearest store).

I placed an order a couple of months before moving recently and received all items except one which was back ordered. I reached out to EddieBauer when I found it had been sent just as we were moving to see if it could be re-routed. Apparently it could not be and was advised that the USPS would forward the package. That was about Aug 17th. Now, a month later, I have not received the package. It was sent FedEx SmartPost & FedEx indicates it was delivered on the 23rd to our old address and FedEx does not show a forward. The new ownder of our house forwarded the package via USPS and there is no record of the package forward.

I ust wanted some help in getting the shirt, but received a cold but polite shoulder saying EddieBauer would not deal with anything that had been delivered and then forwarded. It seems that they are more concerned with one little item than with maintaining a long standing customer relationship.

Addendum: When I originally reached out, they gave advice to let USPS forward. OK. Then I used the web portal and asked for help. Crickets. The next time was calling their listed phone number. This is what really got under my skin: the help desk person would only say that since the shipment was delivered, that it was my responsibility to get the item that was now 3.5 hours away, even though it has been forwarded. The final attempt was to send an email to the corporate "help" email rather than use the web portal. At last, I got service. They helped me resolve the issue with the lost forward. The reason for 4 stars was that this email response was quick and courteous: The way I have always been treated by Eddie Bauer in the past. Perhaps the condescension I felt from the live call was an aberration. I hope so.

I, like many people, shop online because I don't have time to go to a store. This website is a mess! I found the product I wanted and tried to order. The site kept kicking me back asking me to put in a phone number I'd already put in. I tried the chat help service. It said I would be connected in 11 seconds, took several minutes and then the person on the other end was dumber than rocks and super slow. She had me refresh the page which meant I had to re-enter all the information again. I have a better idea - FIX THE WEBSITE! I then called the 800 number to give them a shot, and they were a mess too. No wonder this retailer is going under, they're staffing is horrible and their website is a mess. I'll shop elsewhere. Thankfully they're not the only game in town.