Eddie Bauer Outlet — Local services in Troutdale

I have not had a worst customer experience at any store, in my entire life. I wish I was exaggerating.

Long (very long) version: On 9/06/17 mid afternoon I went in to return some stuff I bought at Eddie Bauer's (online) for my wife. I wasn't sure of exact sizing so I had purchased double's of a couple things with the intent of returning the ones that didn't fit (tags still on). My wife had misplaced the receipt and I did not have my member number but gave them my info so they could pull up my account. The sales associate couldn't find my account (still don't know why) and kept asking me for yet more information (email, address, order date, etc) which I gave her.

After taking over a half an hour to fail to pull up my account the lady said that they can refund me but only on a gift card and at 50% of the lowest price they have sold it. Gift card was NOT what I was going for but I said ok because I just wanted to get out of there. (I had come here from the dentist because it was nearby and my numbness was wearing off and my mouth was starting to really hurt) At this time the manager of the woman helping me came out and was trying to access my account. Where the sales associate had been civil, if incompetent, the manager was extremely cold and demanding and asked the same questions of me over and over (as if I was lying). Another 15min goes by with the sales associate finally getting the ~7 items refunded and giving me the gift card. I then purchased a pair of shorts I had previously found. After buying the shorts, the manager turns to me and says "you need to give me the gift card back, you can't have it". I am totally confused at this point and the manager tells me that they may have another way to look up my account and I can't leave until they do. She then asks why I'm not giving it to her (I was trying to figure out what in the world was going on and really needed to leave). Both the manager and the sales associate are saying "give it to us now" and "You have to give it back" etc. So I asked them how much longer it would be (it was 50min at this point). They said they couldn't tell me how long. . . And I was stupid and gave them the card back and went outside and sat in my car and waited. After another 10ish minutes I went back to ask if they've gotten any further. The manager is on the phone with coorperate. I told her that I needed to go and to just give me the gift card (its been over an hour now for what should have been a simple return!!!) and she said her boss is on the phone and her boss said that she can't do that. The manager then said "if you just had your member number this wouldn't have happened". As if it my fault that their antiquated systems couldn't pull up my account with my name, address, email, drivers license info, etc. She then asked me for my information AGAIN!!! I was a bit ticked by this time and sarcastically said that I appreciated the great EB warranty and customer service. Another 10 minutes or so (felt like an eternity) went by and I asked how much longer it would be. She said she didn't know and I told her I had to go and to give me the gift card. She again said she couldn't do that and went back to talking on the phone. I managed to not lose my temper and start swearing at her which I am still happy about. However, I had had enough and noticed she had the gift card back behind the counter within reach. I took the gift card and receipt when she wasn't paying attention and said goodbye. Her response was "Your just going to walk out of her?! Just like that?!?". Umm. . . yes?

I still don't know why this happened. Supposedly you don't even have to have a membership or receipt to return something to EB so if someone wanted to falsely return something they would just have to say that it was a present.

I am really sorry I was too busy working on controlling my temper to get the name of this manager. I have never been more harassed by someone before and I hope nothing like this happens to anyone else that goes here thinking to...

Used to like this store and was able to find good deals, but now the prices had gone too high even for clearance items. Got a coupon in the mail for 50% off entire purchase, so I went there last week. The store was running a 50% off promotion in store too. I wanted to make sure if I can still use the coupon, so I asked one of the associates. She was very rude and replied:" No, we are already running the 50% off promotion, so you can't use the 50% off coupon. If you used the coupon that means we are giving the merchandise for free, and we can't do that." OK. For additional 50% means I still have to pay 25% off the original price, in no sense customers are getting merchandise for free. She has no clues on how to run in-store promotion, and someone needs to retake her math class!

With so many new store opening around the airport area, I will never come back to this Eddie...

Eddie Bauer outlet is a great store. Employees are always helpful and friendly. Great sales and valued product. We always visit when we come it. Always find some treasure we need! Enjoy! Only reason for less than 5 stars is that the mall it's in is outside and at the end of the gorge, which is usually cold and windy. If you dress for the weather, I would definitely makes Eddie Bauer a stop on your shopping...