Eddiebauer Avis 7

the Eddie Bauer at Limeridge mall in Hamilton Ontario is excellent. Tina, one of the associates is so very helpful and willing to go out of her way to assist us with finding an item that may be in other stores. She is always very pleasant and a pleasure to chat with her.
If she isn't already, she should be the manager!

I live 1 1/2 hours away from the closest Eddie Bauer store and have been a customer for many years. Because of the distance I order online and most of the time, do not have to do a return on line if I know I will be travelling to the city. I returned a parcel on January 9/25, tracked my return and was aware that the return was in their possession on Jan 13th. Still no credit on my card. Their policy states it can take up to 30 days to receive my credit. Really!! Why? They've had the merchandise for two weeks and no credit pending. They also charge for the return. Alot of online stores do not charge to mail back the returns.

When a parcel didn't arrive, they totally refunded my money and made sure I could order the same items again at the same sale price as before. Very quick and impressive service.

I’ve seen the comments about their online customer service being non-existent and have no problem believing those reviews are true. My experience with EB has been through their retail outlets and can’t say I have an issue with how things such as, e.g., returns are handled there. That said, generally speaking I like the quality and prices of their clothes. So, no complaints on that front. However, in this day and age of online shopping being so prevalent, poor customer service is unacceptable for a company of this scale. I’ve looked at ratings for the .com and .de EB websites (along with this one for Canada) and it’s unanimous that EB misses the boat when it comes to customer satisfaction and service — and it’s turning a lot of people off the brand. There’s really no excuse for such poor — even non-existent — after-sale support. People are frustrated, angry and shopping on other sites where they are receiving the follow-up they deserve as paying customers. When I see a few one star reviews for a company that’s one thing; however when I see more than 95% of reviews flagging their customer experience as being negative, I see a company that’s not paying attention to the most important asset they have: Their customers. Frankly, I can only see their customer service decline before it gets any better. And to see that EB hasn’t addressed any of these reviews or complaints tells me nothing is likely to happen anytime soon. So, at the end of the day my two stars is for price and quality alone. It’s so disappointing to see big brands ignore their customer base. Guess we’ll have to wait and see: 1. If EB makes changes to their customer service. 2. How much longer they’ll be around whether or not #1 actually happens.

Poor online delivery & customer service
I ordered the same jacket 3 times for black friday and they lost the package 3 times. each time they issued a refund without figuring out what happened. All the black friday deals are now over for other brands.

never ordering again.

Skip it. I had ordered a parka before that was of a good quality, but didn't include sufficient care instructions - neither there, not the website. As a result, i had to replace it, and that's where things get nutty bananas.

Ordered during the 2024 Canada Post strike. They sent it using a shipping company (Landmark) that outsourced to the WORST local carrier ever (Raven Source) and my first package is lost, 3 weeks after the first time they tried to deliver (I came done they left, and it's been 3 weeks of no replies via any means - web inquiry, email, text, phone, voicemail, etc).

The 2nd order shipped, they didn't apply the customer service credit I got when my first order was lost, and when it arrived, they shipped my parka in a mailer. It's flat and not really usable now. (FYI - this is WILD. My first parka is unwearable since I didn't know you had to keep them from being squished. Parkas can't be squished in transit.)

When I called in, they offered me a refund and 20% off - didn't offer to help me place the order, match my pricing, or add the promo I was supposed to get, but didn't. In store is probably okay, but online is a mess. You know what, just skip it in general.

I bought a coat for my daughter in British Columbia. For some reason, they sent it somewhere in Etobicoke. I still can't find out where or why.

Customer service is a joke. They give you a link that supposedly lets you track your package, but the link leads to some dodgy website that is always under maintenance. If you want to talk to someone live, forget about it. It says for the quickest answers, click the chat button. Guess what? There IS no chat button. Even if there were, other reviewers point out that all you get is a bot which can't help you anyway. Telephone? You're on hold for an hour while a recorded voice makes excuses about why they can't take your call. Email? If you're lucky, you'll get a response three days later from someone in India who's just reading off a script. Then they add insult to injury with the rote line "I hope this information was helpful."

If only Trustpilot allowed me to give zero stars.