I've had the most epic, awful customer service experience with Eddie Bauer and there literally seems to be no one who can resolve it. I ordered a pair of shoes in December.
When they arrived, they were the wrong size and so I exchanged and spoke to customer service asking that they be sent to a different address. The exchange took over a month, so the shoes arrived after we had moved to a different apartment, and were automatically returned without me receiving them. I called again and spent over an hour on the phone with customer service and finally asked for a refund. I was notified today that I've been sent a merchandise credit.
After three additional calls to customer service today, I've been told that I can't get a refund, for shoes that I ordered almost two months ago, and never have received or worn. The guarantee suggests a full refund if customers are not fully satisfied, and yet here I am two months and countless hours later with a merchandise credit and no desire to use it.
I spent hours on the phone with various customer service representatives. Three different times, calls were disconnected.
Twice, I was on the phone for over 30 minutes, and once for over an hour.
Finally, I was notified that I was getting a merchandise credit and there was nothing else they can do, which I just don't believe is true.
Unfortunately, at this point, my only recourse is to complain loudly to anyone who will listen. It's really been an awful experience.
Monetary Loss: $100.