I have been attempting to return a BC MicroTherm StormDown Jacket for over a month. Initially, I went to my local Eddie Bauer store in Naperville, IL, where I was told there is no such thing as an unconditional lifetime guarantee- this was shocking to me, as eddiebauer.com clearly states the terms of the guarantee. The sales associate was extremely rude and was of no help.
After that failed attempt, I called Eddie Bauer customer service, where I was told that I would be able to receive a repair or replacement for my jacket, rather than a monetary exchange, as I no longer had a receipt. The jacket, which was originally over $400, has been leaking down excessively, and has lost much of its water repellency. The customer service associate stated that they would send me a shipping label, and the jacket would be repaired or replaced with the newest model upon arrival at Eddie Bauer.
I have not yet received a shipping label. 3 times I have spoken to a new person over the course of the last 4 weeks, and each time there is NO record of my calls, and I start the entire process over from the beginning. Please someone help!
Product or Service Mentioned: Eddie Bauer Shipping Service.
Reason of review: Poor customer service.
Monetary Loss: $429.
Preferred solution: Replace jacket.