Eddie Bauer
Reviews and Complaints

Started exchange process on a jacket (purchased for $297) for a manufacturer defect in early March. It is now late May and remains unresolved. The exchange process has been the most awful EVER experienced. Will never deal with Eddie Bauer again.

1/30/2018 Purchased jacket for $297

3/1/19 Started exchange process because waterproof glued seam came apart on sleeve

3/5/19 EB received returned defective jacket for exchange per tracking info

3/19/19 - emailed EB for status update. Informed that Merchandise Credit was issued to my card on 3/11. Replied questioning why a credit was issued instead of a new jacket getting sent. notified that since I removed tags return dept unable to process exchange. Told that once the merchandise credit is received by me I can order a new jacket and they will adjust the price to the merchandise credit received and apply the merchandise credit. NOTHING should remain on my card.

3/28/19 No credit received. Told it was issued on 3/20/19 and can take up to 10 business days, should be on my card by 4/02/19.

3/29/19 Received Merchandise Credit for $115.10. Jacket is now $149.50. Asked how I should proceed. Told to place the order and email the order number and they will assist with the purchase.

3/30/19 Placing the order requires paying the full amount. Told it will only put a hold and not charge until order is completed, that when I send the order number they will adjust amt. Sent order number.

4/04/19 Received a shipping notification but he full charge went through on my card. Emailed and was told that the adjustment was not completed until 4/4/19, to allow 3-5 days for the $ to be credited back to my card.

4/10/19 Have not received a refund on my card. Received the jacket.

4/11/19 Emailed again after not receiving a reply from 4/10/19 inquiry. Response was "You will not see the credit until it is finalized by the Order Verification Department. Once it is processed you will see the credit on your VISA ending in 9180. This is only the 5th business day and it can take anywhere from 7 to 10 business days for the credit to be processed. Business days do not include the weekend or holidays."

4/15/19 Received a credit for $34.50 not the expected $149.50. Was told that I was credited the difference between what I was charged and the Merchandise Credit I was sent. They requested the Merchandise Credit number in order to apply it to the order and issue the rest of the refund. *I thought they would have this info and apply it.

4/17/19 Emailed the Merchandise Credit to them and they replied I should see the refund on my card in 3-7 business days. I ordered the jacket in the wrong size. Sent it to them for exchange to medium.

4/30/19 No refund received.

5/1/19 reply from 4/30 email - Told that the Merchandise Credit was applied on 4/19, told the accounting department had an issue pushing funds, that I should have refund shortly.

5/6/19 Refund received. Emailed to let know that I received the refund and to check status of the exchange.

5/7/19 Reply to 5/6 email - Told exchange not processed yet and that it may take up to 14 business days.

5/09/19 Received an email with confirmation that jacket has been received for exchange.

5/20/19 Emailed them - I got no communication from you until yesterday. Yesterday in the post mail I received a letter saying my order could not be processed because my credit card was declined (please see attached). Why on earth would you be charging my credit card, yet again? *My bank flagged it for fraud and issued a new card* Reply from EB - your exchange was processed as a return on 5/8 for $115, card was credited, then when the exchange was processed they tried to re-charge my card and it was declined. If I want to receive the coat I need to call them and they would be happy to honor the original $115 price.

I called same day, spent 1 hour and 5 minutes waiting to talk to a supervisor. After a brief conversation, with me telling them I would like a full refund, that I am fed up with this process, I was told I needed to provide the original purchase receipt. Prove that I originally paid the $279. I asked for them to look it up as I am an EB reward member and it should be in their records. During that conversation I was either disconnected or hung up on.

5/22/19 I logged onto my EB Rewards account and pulled up my original purchase. I emailed a screen shot of the original purchase and requested a full refund including NYC sales tax.

5/23/19 No response yet. I can tell you that this is the most painful transaction ever experiences. A waterproof seam came out of the jacket, it could not be self-repaired. I only wanted to exchange it!

It took 67 days to exchange the defective jacket. It is now 23 days since I sent the replacement jacket for a different size.

Someone should really look at how they handle returns and exchanges. Brand loyalty is seriously damaged by experiences like this!

I originally ordered a $12.50 Web Plaque Belt, they sent me an $80 pair of Guide Pants that I called and informed them of and they sent me a free return label and I shipped the pants back. They acknowledged the return and told me they cancelled out the order and I had to order a new one, well this time I ordered 2 new belts and the next day ordered 4- 1/4 zip womens fleece tops for $61.80 with tax or $15 each. First the belts came in like child size and the buckles were all marked up and the finish(buckle color) was bare in spots, they were sent back and it took them weeks to credit my account the $25 they cost. Then the 4 Fleece came and 2 were also like kid sizes and ran exceptionally small and like the belts all from China. I wanted to exchange the 2 that didn't fit for 2 larger sizes but instead they took another over 2 weeks and multiple calls and emails as they said they couldn't locate my returns even though I had the receipts and tracking #'s that said they did. Well after much frustration and continual calling complaining, they refunded only a portion of my original purchase price after sending me an email(which I still have) stating they were sorry for all my inconvenience and they were refunding my entire $61.80 for my troubles, not only was that a TOTAL LIE but they even took money from my 2 fleece I wanted to exchange! Then get a load of this, now there is a pending charge of $12.50 from my original 1st order of the Web Belt back on my PayPal account. This once good company now is THE WORST, avoid them like the plague. Crooks.

Went to the outlet store in spokane valley washington today. Had several items that I was purchasing for christmas presents. The line was very long. I had to use the restroom and it was urgent as I take medication that is a diuretic. I asked to use the restroom and was told, "we don't have one". I said, "yes you do, i've used it many times and it's right there"and pointed. She said, "well you can't use it". I said, "it's urgent due to my medication. I'm going to pee my pants". Her response was, "sorry it's corporate. Go use petsmart's". I said, "so corporate is happy to take my money but I can't use the restroom when it's urgent"? Her reply was a very cold and rude, "nope"!
I dropped my stuff and said, "I won't be shopping here then".
Her reply, "whatever" as she turned and walked away.
I'm done with the rude treatment that i've gotten at eddie bauer lately and I won't be back. The things i've already bought for christmas are going to be returned later today. I'll go buy gift cards at rei instead! They have great customer service... And a bathroom!
Dana l. English
510 e 18th ave
Spokane, wa 99203
509.496.6338

This has gone beyond anything I have ever experienced, and I would like to start off saying I will NEVER be ordering from Eddie Bauer again. I placed a very small order - just one fleece pullover - on November 22nd. The item was shipped on November 25th and had an estimated delivery date of December 6th. I am aware it is Christmas and that shipping takes longer at times.

However, that is not so much my frustration as much as the fact I have been keeping track of this order since it was shipped - as it is a Christmas gift - and noticed that it said "delivered" very early. Long story short, I contacted FedEx regarding the "delivery" and was told it was actually delivered to USPS via SmartPost. So, I waited a bit longer I continued to check the USPS tracking, and it has never changed from "not received from carrier".

After noticing this was not changing, I decided to contact Eddie Bauer directly since it seems to be lost in the mail. I first contacted them via email on December 7th - yes, only one day after estimated arrival due to the strange nature of shipment. I waited for a response from them for 5 days before deciding to try calling. I called yesterday, December 11th, and waited for 20 minutes with no answer. Today, I gave them one more chance, and out of curiosity, waited on the line for not 20, but 30 minutes! Still no answer... I am beyond appalled at their lack, no, NON-EXISTANT, customer service.

Since, they have not the courtesy of responding to customers, I have disputed the transaction with my bank and will now continue to report them on every available platform. This is not a professionally run business, and I am beyond disappointed. I have purchased many items from this company in the past because I appreciate their quality. Unfortunately, I will have to forego the quality and find a new brand since I know that they do not take care of their customers.

I am getting unauthorized charges from Eddiebauer.com. I did place an order but Eddie Bauer charged me a lot more than I should have and also charged me multiple times. I tried to contact them several times by phone and emails, but no one ever picks up the phone or will email you back. My only option is to dispute the charges with my CC company. If there were price changes, they should have contacted me first. The only reason I purchased so many items was because of price.

Absurd!
I bought several items from them with an expedited delivery that would take 2 days. On the next day I got a message from them saying that they back ordered it due to an unforeseen situation (what is it, I wonder) and delayed the delivery for several months. SEVERAL MONTHS! It is simply crazy. You mean your clothes are so great that I will wait for [protected] months? Of course not.
Getting a refund is another story that brought me nothing but a headache. At first, they said that the refund is impossible because my order is on hold (what?) and cannot be canceled. I can tell you more: anything in this world can be done if you want. Obviously, the company doesn't care about anything, so I am still trying to get in touch with them and each time I ask the same questions regarding the refund. I will not stop unless I get what I want.

I placed an online order with Eddie Bauer on 4 Sep using a debit card for the amount of $584. They put a hold on my account for the same amount until they shipped my order. On 7 Sep they did a hard charge for the amount to my account and shipped the merchandise--but never lifted the hold until 14 Sep! That is, during that week they had already charged me but still kept the hold on my account for the additional $584 (total $1068 tied up from my account). They told me this was standard practice for on-line merchants (I do business all of the time on-line and I know this is not true).

After two unsuccessful calls to their customer service center to get them to take the hold off, I asked to speak to the supervisor. She told me that I had to call my bank to get the hold taken off.

I spoke to my bank and they informed me that they cannot remove a hold from a merchant--it is a merchant transaction--I could only file a dispute if they converted that hold to a hard charge.

I contacted EB again and told them what my bank had said and they again informed me they would not remove the hold, that it would go away eventually, and that allowing this hold to extend a week past the hard charge was standard business practice.

In the meantime, this duplicate hold on my account caused three overdraft transactions because I had never planned for a $1068 debit from my account.

I feel that this business practice by EB may be illegal, or at least it is unjust, and something should be done to cause them to adjust their business practice.

What a messy site! Buggy and stupid. It asked me to put some information and I did. But when I were scrolling the pages down and kept constantly popping up asking me to enter this information.It pissed me off, so I contacted their support who gave me absolutely stupid advice about what to do. Really.
You know your website better, you should work on it and improve it every day, hire people who would do it. Your customers give you enough money to do it. So don't hesitate.

I bought the eddie bauer jogging traveling system stroller for $250.00! I and so disappointed with how much i spent and how terrible it is! It does not steer, and no it is not locked in the front. The tire never goes the direction you want it to go and you're usually just dragging the tire. I think I spent a decent amount of money on a stroller it shouldn't drag across the pavement.

I received the jacket I ordered on sale via Bauer website and found a restaurant receipt from a town in Laureltown NY in a coat pocket. The jacket had obviously been worn and used. There were no tags on the jacket so clearly the item was sent as a used item although I bought it new from the website. When I called customer service to complain they said they would need to charge me for a replacement jacket and then when the return was received they would credit my account in a later billing cycle. The customer service rep made no effort to repair the situation or to apologize. Instead she made the excuse that there is no way for them to know if they are sending a used item (no tags are a sure sign!) and that she doesn't work in the department that sent it! What awful customer service. And when I said her response was less than adequate she said alternately I can send the jacket back and then reorder it after the exchange goes through to avoid carrying simultaneous charges. Unfortunately the item I purchased was the last one in stock when I ordered. I will never order from Eddie Bauer again and I will make a point of describing what happened to any shoppers I see at Eddie Bauer at our local mall. Beware used items sold as new! This company has no intention of taking responsibility for shoddy business practices.

What would make a difference to me at this point is a $50 reduction in price for a used item sold as new. order # [protected]

I've ordered a shirt from www.eddiebauer.com and it was very poorly made and quality was terrible. It was just a simple shirt but it did cost a lot just because it was a EddieBauer shirt.
It was a birthday present for my brother so I really did not mind the price.
When it arrived it looked nice but after first wash it looked terrible!
I tried to return it but they refused to refund my money because it was already worn and washed. Well, lesson learned! I will never buy anything from EddieBauer again!

My wife bought me a suit and white shirt. The shirt was small for me, so I went to the store of www.eddiebauer.com. I asked the sales person to change the purchase, and she told me to choose something from their collection. However, I didn’t find anything and decided to get money back. To my surprise, the lady refused to pay me back and said to take anything from the collection. Guys, I was disappointed. I didn’t understand the reaction of the sales person.