Men's Pathfinder 6-Pocket Water-Resistant Cargo Pant

Extremely Disappointing Customer Service – Unfair Cancellation of Return Request and Misleading Pickup Updates

I am extremely disappointed with my experience with Eddie Bauer India. What should have been a simple return and exchange request turned into a frustrating experience due to the company’s failure to manage its logistics partner, Delhivery.

I had requested an exchange because the product I purchased was slightly oversized and I wanted a smaller size (Size M). My return request was accepted, and I received confirmation that the pickup would be arranged on 5 November.

However, despite the confirmed pickup schedule, nobody turned up at my residence on 5, 6 or 7 November. My parents were present at home on the first two days, and I was personally available on 7 November. No delivery executive visited, and I did not receive any call from the assigned executive. I even attempted to contact the delivery executive multiple times, but my calls went unanswered.

To my absolute dismay, Delhivery repeatedly updated the tracking status to claim that pickup attempts had failed because nobody was available at the address. These updates were completely false and misleading.

Even more unacceptable is that Eddie Bauer India subsequently cancelled my legitimate return request based on these fabricated pickup failure reports.

What is particularly appalling is Eddie Bauer India’s complete failure to take ownership of the issue. Delhivery is a logistics partner appointed by Eddie Bauer India. As a customer, I should not have to bear the consequences of the negligence, poor coordination or inaccurate reporting of a third-party agency engaged by the company.

A reputed international brand like Eddie Bauer should understand that customer service does not end once a product is delivered. It also includes providing a fair, transparent and hassle-free return and exchange experience.

Cancelling a customer’s legitimate return request because its own logistics partner failed to turn up is simply unacceptable. Instead of resolving the issue, the company has left the customer chasing its customer support team and delivery partner.

I have retained the pickup confirmation, tracking updates and communication with Delhivery as evidence of what transpired.

My experience has been extremely disappointing, and I would caution prospective customers to think twice before purchasing from Eddie Bauer India, particularly if they anticipate needing an exchange or return.

A brand’s reputation is built not just on the quality of its products but also on how it treats customers when something goes wrong. Unfortunately, Eddie Bauer India has failed miserably on that front.

I expect the company to take accountability rather than shift responsibility to its logistics partner.

It is good