Lindon Pierce sent a message to Michael Egeck that said:
Dear Mr. Egeck,
I am writing to make you aware of a serious issue with your internet store/fulfillment process. Over the past 12 months, I have placed multiple online orders with Eddie Bauer and not once have the items arrived on time. In some cases, I paid for overnight shipping when items were listed as IN STOCK and AVAILABLE, only to wait a week before receiving notification that the items are on back order.
In many cases, the items will arrive a month later, but my online order status only shows "Processing" and is never updated with shipping information, et cetera.
I live 90 miles from Groveport, OH, where all my items are shipped from, and a mere 40 miles from your Toledo, OH store. In some cases, I have traveled to the Toledo, OH store and found the items I ordered, in my size/color, readily available on the hanger, but it takes a month to process and ship when ordering from your website.
While the quality of the clothing I purchase is excellent, the internet order fulfillment and customer service process at Eddie Bauer is unacceptable. You have a serious customer service issue on your hands and I suggest you prioritize this and make it your first priority in 2020. If you let competitors like LL Bean and Duluth Trading continue to exhibit 5-star internet order service, it is going to seriously impact your business.
All you have to do is spend 10 minutes on Google searching for this issue and you will find thousands of complaints. My multiple instances of ineptitude from Groveport, OH are not isolated issues.
Thank you for your time and good luck correcting this major problem.
Mr. Lindon D. Pierce
