Started exchange process on a jacket (purchased for $297) for a manufacturer defect in early March. It is now late May and remains unresolved. The exchange process has been the most awful EVER experienced. Will never deal with Eddie Bauer again. 1/30/2018 Purchased jacket for $297 3/1/19 Started exchange process because waterproof glued seam came apart on sleeve 3/5/19 EB received returned defective jacket for exchange per tracking info 3/19/19 - emailed EB for status update. Informed that Merchandise Credit was issued to my card on 3/11. Replied questioning why a credit was issued instead of a new jacket getting sent. notified that since I removed tags return dept unable to process exchange. Told that once the merchandise credit is received by me I can order a new jacket and they will adjust the price to the merchandise credit received and apply the merchandise credit. NOTHING should remain on my card. 3/28/19 No credit received. Told it was issued on 3/20/19 and can take up to 10 business days, should be on my card by 4/02/19. 3/29/19 Received Merchandise Credit for $115.10. Jacket is now $149.50. Asked how I should proceed. Told to place the order and email the order number and they will assist with the purchase. 3/30/19 Placing the order requires paying the full amount. Told it will only put a hold and not charge until order is completed, that when I send the order number they will adjust amt. Sent order number. 4/04/19 Received a shipping notification but he full charge went through on my card. Emailed and was told that the adjustment was not completed until 4/4/19, to allow 3-5 days for the $ to be credited back to my card. 4/10/19 Have not received a refund on my card. Received the jacket. 4/11/19 Emailed again after not receiving a reply from 4/10/19 inquiry. Response was "You will not see the credit until it is finalized by the Order Verification Department. Once it is processed you will see the credit on your VISA ending in 9180. This is only the 5th business day and it can take anywhere from 7 to 10 business days for the credit to be processed. Business days do not include the weekend or holidays." 4/15/19 Received a credit for $34.50 not the expected $149.50. Was told that I was credited the difference between what I was charged and the Merchandise Credit I was sent. They requested the Merchandise Credit number in order to apply it to the order and issue the rest of the refund. *I thought they would have this info and apply it. 4/17/19 Emailed the Merchandise Credit to them and they replied I should see the refund on my card in 3-7 business days. I ordered the jacket in the wrong size. Sent it to them for exchange to medium. 4/30/19 No refund received. 5/1/19 reply from 4/30 email - Told that the Merchandise Credit was applied on 4/19, told the accounting department had an issue pushing funds, that I should have refund shortly. 5/6/19 Refund received. Emailed to let know that I received the refund and to check status of the exchange. 5/7/19 Reply to 5/6 email - Told exchange not processed yet and that it may take up to 14 business days. 5/09/19 Received an email with confirmation that jacket has been received for exchange. 5/20/19 Emailed them - I got no communication from you until yesterday. Yesterday in the post mail I received a letter saying my order could not be processed because my credit card was declined (please see attached). Why on earth would you be charging my credit card, yet again? *My bank flagged it for fraud and issued a new card* Reply from EB - your exchange was processed as a return on 5/8 for $115, card was credited, then when the exchange was processed they tried to re-charge my card and it was declined. If I want to receive the coat I need to call them and they would be happy to honor the original $115 price. I called same day, spent 1 hour and 5 minutes waiting to talk to a supervisor. After a brief conversation, with me telling them I would like a full refund, that I am fed up with this process, I was told I needed to provide the original purchase receipt. Prove that I originally paid the $279. I asked for them to look it up as I am an EB reward member and it should be in their records. During that conversation I was either disconnected or hung up on. 5/22/19 I logged onto my EB Rewards account and pulled up my original purchase. I emailed a screen shot of the original purchase and requested a full refund including NYC sales tax. 5/23/19 No response yet. I can tell you that this is the most painful transaction ever experiences. A waterproof seam came out of the jacket, it could not be self-repaired. I only wanted to exchange it! It took 67 days to exchange the defective jacket. It is now 23 days since I sent the replacement jacket for a different size. Someone should really look at how they handle returns and exchanges. Brand loyalty is seriously damaged by experiences like this!