Moshe Sanders sent a message to Michael Egeck that said:
I ordered 1 Infant Classic Down Snow Suit (in Blossom 3-6 M) over the phone so that I could request that the price be hidden. I also used a Gift Card for $45.38.
A charge for the full price ($50.87) shows up online on my credit card instead of the total I had been given when I checked out which was $5.49.
From your perspective it may not be a big deal but for someone who has a credit limit that is a very big deal, especially during what is arguably the busiest shopping season of the year. .
When I checked the order online under "My Orders" instead of using my name that I gave the rep he decided of his own accord to adress it to "Surprise Gift"! Again to Eddie Bauer Customer Service that may not seem like a big deal. To me it was. I had been planning on giving someone a "surprise gift"; I certainly didn't want that advertised on the label (Same household)!
After I had been told that my order could not be changed because "With regards to the other concern, we are unable to change or modify the order anymore since it's already on process and it is scheduled to be delivered to the shipping address any time soon. We apologize for the inconvenience." I appreciated the polite tone and assumed that everything would somehow eventually hopefully sort itself out.
The order was then delayed and then eventually cancelled.
The part that is really galling is the following email
I received from CustomerService@service.eddiebauer.com:
We owe you an apology.
One or more items in your order is no longer available. We're very sorry for any inconvenience this may have caused you.
You were not charged for this item(s).
Naturally, I assumed that EB was understocked and that the email I received was Truthful.
Lo and behold I found the exact same product in stock! As a matter of fact it is currently $8.49 less! I'm far from perfect but I try not to hold grudges so I said to myself "No big deal. I'll just buy it again". Sounds simple enough, right? WRONG AGAIN! I tried using the Gift Card again and.... "Sorry, this certificate has already been used and is no longer valid"!!!!!!!!!!! This is beyond reason. You take my money and cancel my order ! You don't have to agree with me and you probably won't, but I feel like I'm being taken advantage of. Although I generally try to "Never attribute to malice that which can be adequately explained by stupidity." I don't think that Eddie Bauer's policy is to be stupid.