Long-term intermittent customer. Fortunately most purchases handled correctly. BUT: Ordered 2 items over 5 weeks ago. I was told both items were shipped several days later. 1 item received within about 1 week. Tracking showed 2nd item was at FedEx in CT several days after shipped. Never received. I used their chat and waited for close to an hour, then transferred, and told unable to process because not over 1 month--even though it already WAS over 1 month. I used chat again a few days later--unable to connect to person--waited over 30 minutes. Called Customer service--recording says use chat. 5 minute wait for chat, then 35 MINUTES! To process simple refund with a person. Eddie Bauer has big problems. I see pretty widespread agreement on line regarding bad customer service for things like refunds and returns. Service Value Shipping ReturnsPurchased pair jeans approximately 30 days ago they split buy the back pocket. So I called the Wilkes barre store where I purchased them. Talked a person name of supposed to be manager hard to believe she's a manager. We don't do returns unless it's Zipper doesn't work. I said it was a default in the fabric. She said can't return unless it falls under one of our defects. So I said tell me what the defects are. No clue! Then she hung up. Canceling my credit card. Awful policy's. ServiceWasted hours of my life trying to exchange a cloud cap 2.0 storm rain jacket that liner started peeling badly and failed only to be shuffled between their local locations and back to their nonsense 1-800 #. Mailed in the old item and because they have no tracing program got stuck with another useless C.S. Twat. Save yourself the headaches and time and shop anywhere else but Eddie Bauer Tip for consumers:They suck Products used:Cloud cap jacket Service Value Shipping Returns QualityI have bought several pairs of EB jeans over the years and nearly every pair has a flaw in the material that after a few washing the fabric begins to fray. Shortly after that happens a hole develops. The jeans look like new other than the hole. Since I don't wear the jeans that often I can't return them as they are over a year old. One picture shows hole other picture shows defects in material which will result in fraying after a few more washings. Products used:Jeans Service Value Returns QualityI 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.Not only is the refund process slow, you have to stay on top of it because they will not automatically refund you. You have to continually nudge them to get them to credit your account. I will never use them again. Tip for consumers:Very slow to refund money. And the refund fund only took place after several email requests asking them. Products used:Oants Service Value Shipping Returns QualityEddie Bauer doesn't mind taking your money but offers no way to cancel. Less than 5 minutes of ordering I realized I ordered the wrong color. On the site there is no option to cancel. I sent an email as the site suggests for the cancel and no one responded to me. I called the number and even though it was literally 5 minutes since I placed the wrong order they said it was impossible to cancel or change the order for me since it was being processed. In only 5 minutes? I will not order from them again. It's just not worth it when there are many companies out there that don't mind working with there customers. Never againI ordered a coat on January 13 I ordered a coat on January 13. I contacted the company on about February 7th because I thought that was more than enough time that I should have received at least an email stating that it had shipped. During the first chat with customer service they told me it would ship by February 9th. On February 13th I talked to customer service again via chat. They told me the item was out of stock. Selling things you don't have is fraud. They said it would ship by the 20th. I don't know how that's possible. I imagine I'll be disputing the charge to my credit card company. Service Shipping ReturnsI went to the Lynnfield store, Ella was very helpful. She made the transaction very smooth and easy for me. She provided excellent customer service, I will definitely give her five stars! Service ReturnsReceived a $10 off code went to use it at checkout & noticed it then added $10 to shipping costs. Shipping is free for anything $25 & over. When I removed the code the shipping costs went back to 0.00. So I reached out to cust service & asked about this shady $#*! & they said "go ahead place your order & then we'll apply the $10 discount" Yeah I think not. What a joke. ServiceOrdered a jacket online that was in stock in 11/2023. I live in Seattle not some difficult place to deliver to. For the last three weeks everyday I get an update that today is the day it will be delivered. Never arrives. It is near impossible to actually speak to anyone who can actually sort this out. Eddie Bauer, UPS, and USPS all have a hand in the delivery. I called a store and the guy said that they get calls all day long with similar problems. They cannot assist. Doesn't bode well for them if they are getting calls all day long and this is only one store. My last resort is to contact my cc people and tell them that the charge is bad. Maybe that will get someone attention. Just pathetic. Thankfully it is not a gift and something that I can get along without. Products used:product never arrived Service ShippingI called to change an online order within 30 minutes of placing the order. I waited on hold for 35 minutes and was then told "it was too late to change the order." So now I have to wait for the package to arrive just to return it. I called a 2nd time and waited on hold an incredibly ridiculous 45 minutes! Does this sound like a company that respects their customers? Bye Bye EB!I made an in store purchase last season on a First Ascent down jacket and I loved it. When I removed it from my closet this season, I noticed a small hole with feathers coming out. I was under the impression that the "product guarantee" would include this type of defect considering the quality of the material would in theory be poor if it could so easily rip being pulled out of my closet. I was told that because it wasn't a "factory defect" at the seams, it was not covered and they couldn't help me. It just sucks to spend $250+ on a jacket that only holds up for one year. I have down jackets in other brands that have held up several years. I won't purchase another down jacket from Eddie Bauer due to poor quality and lack of willingness to remedy such issue by the company. Products used:Down jacket Value Returns QualityBuyer Beware; Long story short – bought a coat from Eddie Bauer used Klarna for payments. Returned coat (too small) & bought another. Eddie Bauer claimed didn't get it. Klarna still taking out payments. Both Companies are uncooperative and will not help. Customers are not number one here. Treated better at other stores like LL Bean.The Eddie Bauer Website refuses to cancel your order unless you do so within 30 minutes. My reason for doing so is that they did not have the item in stock even though the website indicated it was available. It is on back order and I'll be forced to wait 5 to 6 weeks to return the item. I know of no retail outlet who refuses cancellation before the item has shipped. Disappointing. Tip for consumers:You "can" get a refund but may need to wait 5 to 6 weeks until it is mailed. Then, you need to return it and likely wait a while for your refund. Products used:Women's jacket Service ReturnsI've been looking at their high priced items but I decide to wait for a holiday or other moment when stores cut down the prices. What Eddie Bawer does is increases the original price so that the usual price appears as a sale price. Boo! Boo!I returned a defect coat and got confirmation that Eddie Bauer had received it. I made a few calls in the past 6 months, but have not received the refund until now. They always said that the e-gift card will be sent to my email box with 48 hours, and also provided me a order number of the e-gift card, but never really send it out. The status is always "your shipment is being prepared ". It's so frustrating! Products used:Coat Service Value Shipping Returns QualityHeading to Greece on 10 July, I order some shorts on 3 July paying extra for 2 day delivery. They finally shipped on 5 July. The delivery date is 11 July. This seems like a Bait-and-Switch tactic. I called Customer Service and explained the situation - they were sorry but offered no real help. As the people below state don't trust them. Tip for consumers:DO NOT ORDER ON-LINE Products used:Shorts Service ShippingThis is a pretty good site. The searches are easy. And, if I needed to return anything, the store's gladly accepted it.I bought 3 pair of shorts all the same size. One pair didn't fit so I had to return them. They charged me $7 for return shipping on overpriced shorts. This is why Amazon is taking their business…poor customer service! Service Value Shipping Returns QualityWhen 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 buy most of my nicer outdoors clothing, sweaters, hats, socks, etc. at Eddie Bauer. Shipping and customer service are both better than average.TRANS ASIAN HATE We are representing the family who was told the jacket is from 2020. The family has written a sworn statement indicating it was bought in 12/2022. The price has not changed or depreciated in 2 years? They just want a refund. The Asian community center in Colorado advocates for situation within the community in Colorado and all throughout the USA. Treating an Asian Trans woman egregiously in 2023 is unacceptable. We will look at complaints and company policy and practices. We will look at state and federal laws. We will start with the AG and Dora. Make the settlement quick and we will not have to do this in the court of public opinion from Asians all across America. I am Jimmy and I will be the advocate in this case. Date of experience: January 26,2023 Service Value Shipping Returns QualityI have spent 100's of dollars on Eddie Bauer lined ski pants (3 pairs), T shirts (5), flannel shirts, and one T shirt has a defect and they refuse ($29) to give me a refund. I can mail it ($), drive to UPS to mail ($ gas 4,25 gal) and maybe they will make a decision to replace it (or not). What a terrible company. Will never do business with them again and will tell all my friends what a s--- a-- company they are. It is less then a one star company JIm Service ReturnsOnline orders included used clothes as "new". Customer supports doesnt resolve problems but giving false information. I probably will not buy from them anymore. It used to be very good company...sad Service Value Shipping Returns Quality