EddieBauer.com - I am never shopping here again.
Written: Nov 17 '03 (Updated Jan 04 '04)
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I used to be such a big fan of Eddie Bauer. The material was solid (the backpacks lasted all throughout high school, college, and beyond - well worth the $50+ amount they cost), the customer service was superb, and the delivery and returns were easy to do.
However, with the advent of Eddie Bauer's online store, I do not believe that this offers the same service as it used to. The site itself is easy to navigate around - you don't have to spend forever clicking from menu to menu to find a phone number to reach a service representative - it's listed right at the bottom of the main page.
Also, you don't have to click forever to find a store nearest you. That is also available right at the bottom of the page.
It isn't the website design that I have a problem with, actually. This is all very easy to manuever around. There are 4 main categories to chose products from: men, women, gear, and home store. To get the outlet, you have to be redirected into another website's main page.
A Quick Note About the Outlet Online Store
If you want excellent prices, don't buy from Eddie Bauer Outlet Online Store if you don't have to. I would go to your nearest (if there is one) brick and mortar Eddie Bauer Outlet. There, you get tons of more selection, and better prices. Backpacks, briefcases, sweaters, coats, jackets - all this can be purchased at a tremendously lower price than cost. Most of the gear available at the outlet stores are the traditional designs, but I can always expect an excellent bargain from the brick and mortar Eddie Bauer Outlet Store.
Now to a description of why I think the customer service with the online store is faulty.
Coupon Problems
First, when you order an item, sometimes it registers when you complete your order, and even when you receive both the order confirmation and the shipping confirmation. However!! When you receive the actual item, your credit card has been charged more. The discount you thought you received, you didn't get. I've had this happen to me.
Fees Not Charged on Other Similar Websites
Furthermore, Eddie Bauer Online Store charges a handling fee of $3.00. $3.00?? Now, some of you might say, "Heck, it's only $3.00." But I am an advocate of the consumer, and I think this is shady. Other stores do not charge a handling fee, and if they do, they add it into a reasonable shipping and handling fee. Not here. These are separate, non-refundable fees. So my question is: does the $3.00 pay the minimum wage worker's salary? What is the handling except a person taking the item, throwing it into a box, and letting the peanuts fall from a peanut falling machine? Adding peanuts into a box is automatic. And it shouldn't cost the consumer extra.
Caveat Emptor!
I don't believe I've ever stated in a review, "Buyer beware!", but I do on this one! When you return an item, you have to mail it back to the return center. I had lost my packing slip and original bag the item came in, so I just returned the item in a plain box.
Well, I sure got a surprise when I received the credit back onto my credit card! Of course, the original shipping fee is non-refundable. I completely understand that. I even understand that the handling fee is non-refundable (I just don't understand why it's charged in the first place.) However, they charged me another $6.00. They said they paid for return postage on my return. However, I didn't use the return slip - I sent this on my own! So even if you don't use the return slip but want to return an item, that $6.00 is going to be charged to your account. Maybe I should have just kept that item and sold it on ebay...
Bottom Line
I give the Eddie Bauer Online Store 1 star because I believe that since there are so many stores which sell similar items (clothing, gear, and home), that Eddie Bauer should improve the way they run their business. After all, the similar stores in their immediate category are Land's End (now owned by Sears) and LL Bean. Their competitors in the furniture business are stores like Pottery Barn and Crate and Barrel. Since their competitors have been more fair about the charges associated with shipping and handling and returns, I believe Eddie Bauer Online Store should adopt their example as well.
Be honest to the consumer. Don't try to trick us, because it just makes us unhappy.
Recommended:
No
What product did you purchase or try to purchase? Duffel Bag - Large
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Epinions.com ID:
bluefishie
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Location: Los Angeles, CA
Reviews written: 99
Trusted by: 5 members
About Me:
Brrrr!!! It's cold for LA!
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