Watch out
Watch out: as of 2/1 they've cut from 60 day to 30 day return policy, regardless of any lifetime return or warranty purchased.
sheila masterson
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Customer Reviews
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60 reviews
Terrible customer support
Product broke (zipper on jacket) after less than two months. I called and they said they are not willing to repair defective products and will not offer exchanges. Only option is to send it for refund to original credit card, then purchase again. It was a gift and I don't want my relative to have to purchase another jacket for me. I tried calling and emailing Eddie Bauer customer support to ask them to either exchange or to refund my card so I can replace my jacket without having to inconvenience my sister-in-law. I repeatedly got curt replies that they're unwilling to make exceptions, so take it or leave it. Eddie Bauer should take a look at its competitors if it wants to see customer service done right.
Thomas Daley
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Appears to have discontinued the lines…
Appears to have discontinued the lines of shorts, pants, and lined pants that are staples of my wardrobe--can't get them now. Prior to that, sizing became VERY inconsistent--the same size of the same model that I ordered in previous years does not even come close to fitting. Extremely disappointed to see what was once a quality product disappear.
Areta Masters
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Do not believe their shipping times
Do not believe their shipping times. What is listed when you check out is absolutely incorrect and when asked for a refund they stated that is how fedex words it. It was on their check out which doesn’t list who is shipping. Advertised next day and it shipped 3 days later with two days of shipping. Horrible customer service. Will not be doing business with them anymore.
Alyssa
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This is awesome bankrupt
This is awesome bankrupt Everything is MADE IN CHINACHINOCHINAthis is great news
Daryl Kitteringham Comfort Env
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Eddie Bauer. Do Better!
Think twice about making ANY ON LINE orders! I placed an order on 1/30/26 and mistakenly sent it to the wrong address. I knew I made the mistake right away. I tried contacting EB but it was a Friday evening after 10:00pm and they were closed. I called FIRST thing on Saturday (1/31/26) and chatted with a LIVE AGENT via EB.com. I was told they couldn't cancel or modify the shipping address and the advice given was to try and contact the shipping carrier to divert it to the correct address. I wasn't happy with that answer since it was LESS THAN 12hrs since I placed the order. I called their customer service line and spoke to a representative who said he would TRY and get it cancelled or have the shipping address changed. He said I would be notified in 24hrs of the status of the request. On 2/1/26, I sent an email to customer service explaining what happened and requested an update. CRICKETS. Not to mention they are under new management and I couldn't see any of my past orders via EB.com. Fast forward to Monday 2/2/26, I still haven't received any update, but after two attempts of being on hold for 40min each, I finally got a hold of someone on 2/3/26. At that point I was told the package has shipped and I could NOT change the address or cancel the order. I tried contacting UPS to try and divert the package, but they gave me a long list of items they needed from EB, which I knew wasn't going to happen. For a company to be more than 100yrs old, you would think they could update their cancellation policy that would coincide with current industry standard. This isn't the first time someone will make an honest mistake when placing an order. Their policy is, let's just make the customer pay for it. So, if you want to purchase from EB on line, make sure you are meticulous about the ordering steps and/or make it during BUSINESS hours where you have a 30MIN WINDOW to cancel it if you make a mistake. I will no longer be purchasing items from EB.com
Laura Kelly
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Private equity killed Eddie Bauer
Private equity killed Eddie Bauer. I’m an actual mountaineer. The First Ascent gear was top of the line, the absolute best. Premium stuff. I preferred it over Patagonia, North Face, AT, you name it. My older EB/First Ascent gear is great. Everything following the PE takeover lost its mojo. First Ascent should be spun off and returned to its former glory. The rest of the brand is redundant.
DJ Spellman
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Eddie bauer kids products cheaply made
Eddie bauer kids and adults products are made cheaper and are not worth what you pay. Nylon around the zipper pockets will often peel off, leaving no zipper. Manufactured cheaply , avoid their products and good luck to get someone at the company that cares.
Eric Atwood
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Buyer be aware that returns are impossible
Got an order. They changed their sizes so nothing fit. Cost me 10 to return which is ridiculous. Sent my item right away with tracking. It was delivered a week later. 3 weeks passed and nothing. I called today and they said returns take 30 days to process. So not only do they charge you to return, but they might never actually give you your money back. Very disappointed. After years of ordering with them I will never order again
Jesse Stein
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BAD DESIGNS and NO CUSTOMER SERVICE
Been a customer of EB for over 40 yrs. and have NUMEROUS products. Their designs have not only gone downhill - they've fallen off the cliff. We're not all college students looking for wide, cropped sweaters and fleece with ridiculously short sleeves. Long sleeve and fleece should give it away EB - we buy these clothes for warmth. They're closing the store by me and they were told by corporate not to take returns in the store. So, another huge inconvenience. And customer service is non-existent. Chat button doesn't work, and the contact us buttons keep taking you to the same page, and you get nowhere. I'm done. Adios EB!!!!
Linda
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No refund was provided more than one…
No refund was provided more than one month the product was returned.
waldemar niski
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Rain Gear from EB are not as advertised
I have purchased rain gear from EB a few times... and I have pretty much given up on EB. None of their rain jackets were water proof at all... within an hour in a drizzle they always soaked through. They never met the specs as advertised. Unable to get a customer service contact. I am not looking for a refund (but that would be great). I simply want to know why the advertise technical water proof specs that are absolutely undeniably not true.
Michael Orchard
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Terrible Customer Service and Misleading Information
I've been a loyal Eddie Bauer customer, but after this experience, I'm done with this company.For three days, I received emails about a $20 coupon that had to be used before 1/5. Today I drove to their Round Rock store to use it, only to be told the coupon wasn't valid. Frustrated, I left empty-handed and contacted customer support.The support representative told me to go back to the store, make a purchase, and they would refund me $20. I returned to the store, made my purchase, and went back to the chat. That's when they dropped the bombshell: the offer was only valid for online orders. This critical detail was never mentioned when they sent me back to the store.When I returned to the store the second time, the cashier was noticeably unfriendly—likely because I had reported the issue to their headquarters. Professional customer service shouldn't change based on whether a customer complains about a legitimate problem.This isn't the first time Eddie Bauer has pulled something like this with me. The combination of misleading promotional emails, wasted trips, incompetent customer service that gives incorrect information, and poor in-store attitude is inexcusable.I've deleted my loyalty account and requested all my personal information be removed from their system. I will never shop at Eddie Bauer again.
Mustafa Hepekiz
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Questionable quality. Zero warranty.
Eddie Bauer has changed their product warranty. My very expensive Evertherm Jacket failed within a year or two of purchase, with zippers delaminating from the jacket shell. They directed me to take it somewhere else for repair.
Phillip
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Glitchy orders with no recourse
Wrong address was listed on the order page. I clicked "edit" on the address, which confirmed the order! I never clicked the order button!Talked to customer service, they cannot cancel or modify "processing" orders. When you place an order, it is immediately "processing", so they effectively have a no-cancellation policy on all orders. And their checkout WILL use the wrong address (this is a documented issue).This feels blatantly fraudulent. I will never order from this company again.
AB
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We went to store on gunbarrel
We went to store on gunbarrel, the lady blonde hair w/ glasses, she was churlish rolling her eyes toward us telling we needed to leave it was 8:00 my son was ordering a shirt, then she brought his jacket to register as if he had disease, she should havre kept her hands off it, the entire situation was pathetic, I wouldn’t go back for hell love or money she was unfriendly & abnoxious, so was her son who worked with her. I like the store & their item but the experience was disgusting & humiliating.
Sandy
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Eddie Bauer--bad experience
First of all, they need to improve their website which hops all over the place trying to return you to a place where you sign up to get text messages. Then, when trying to address my order, I was connected after an intermediary step to Rohan who did not listen to my issue. Is he a robot? Then after a bit--he did not reply. I guess he thought that the conversation was at an end--and it was. Very disappointing.
James Hudgings
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Inconsistent sizes makes it impossible to buy online
My first Eddie Bauer jacket was a EB650 duvet type, it was thin, warm and as an XXL it fitted perfectly. I loved it. So I decided to buy 2 more jackets online, different types, but despite all being XXL, none of the others fit. The first from Sri Lanka is too small with arms that don't even reach my wrists, and the second from Nicaragua is too big in the body and with arms that exend past my fingers. If you are going to use subjective sizes like L, XL or XXL, the least you can do is make them a consistent size within your own brand. Apparently that's too much to ask, and it must be just pot-luck that the jacket that fits was Made in China.This means that it's impossible to buy an Eddie Bauer jacket, or anything else, based on its size. What's the point in saying its XXL if XXL means completely different things every time?
David MacDougall
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If I could give Eddie Bauer a negative…
If I could give Eddie Bauer a negative star, I would. Do not buy from them their customer service is terrible and I will not be buying from them again. I usually don’t leave reviews but I am warning others so they won’t waste their money or have to go through what I went through. Never again!!!
Counseling & Services
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EB sent my order to the wrong address
EB sent my order to the wrong address. I saw this right away, called them immediately, since they have a 30 minute window to correct their mistake. The rep said I need to call the carrier once I receive an email that my order is shipped. Thus began 7 calls back and forth between EB and UPS who wouldn't change the address. I've lost money on this order.
Timothy Mangin
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