Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Eddie Bauer, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

249 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed my Eddie Bauer World Mastercard in September 2024. They have yet to issue me a refund check for my credit balance. I request that what is mine is returned to me. Please promptly send check to address on file, expedited WITH tracking.Additionally they are intermittently adding remarks to the account on my report despite it being closed and as aforementioned, overpaid.I request the removal of these invalid remarks from my reports with written confirmation of completion, whether they harm credit or not is irrelevant as my account was properly managed.
Business Response
Date: 05/29/2025
We are sorry to learn of Mr. ******* issue with closing his Eddie Bauer credit card. Eddie Bauer has no access to his credit account information. He will need to contact the credit card company directly for further assistance.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 05/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******
Initial Complaint
Date:05/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order# ******** placed 6/11/2024 $500.23 for 13 items trying to return 10 items. My invoice received with order states I have 1 year to return items for a full refund. I contacted customer service 4/24/25 for a return shipping label. I was advised their return policy has changed to 60 days from date of purchase. Fine. However, my items were purchased with the understanding I have 1 year to return and those were the terms I am asking them to honor. They did not reach out to me and let me know this change was in effect. They advised me to "try" to return to a store, but I am more than an hour away from a store and from others who have similar experiences, I can tell it would probably be a frustrating waste of time. I will soon be outside the original 1 year return window if they keep giving me this run-around. I have asked for a supervisor to contact me, but am still waiting. Really unhappy customer!
Business Response
Date: 05/22/2025
We are sorry to learn of ********** recent experience. Per Ms. ******* request, we have processed her a return shipping label. If not received, she may contact us. We are happy we had the opportunity to address our customers concerns.
Warm regards,
Eddie Bauer Customer Support
Initial Complaint
Date:05/13/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing regarding an ongoing issue with my recent order for Eddie Bauer Kids items, which has once again been returned to sender.Heres the timeline of events:April 8th: I placed my order for Eddie Bauer Kids items.April 23rd: I reached out to inquire about my order, only to learn that it had been sent back with no prior updates. I was informed that it was due to a "delivery issue."April 24th: The items were sent again, but after tracking the package, I noticed the same issue had occurred and it was being returned to sender once more.I attempted to call customer service, but the number provided has a busy tone.May 6th: I emailed customer service regarding the issue, but I received no response.May 9th: I submitted a customer contact form through your website, yet I still have not received any ************** is May 13th, and I am still waiting for assistance.This is now the second time this issue has occurred. The first time, I was told that packages are usually returned due to address issues or the use of PO Box/APO addresses. However, my shipping address is a valid physical address, and the package didnt even make it to ****** for a delivery attempt. This explanation seems inaccurate and doesnt apply to my case.After the first return, I was told a replacement would be sent. When I requested expedited shipping, I was informed that this was not an option, and the replacement would proceed with standard shipping. Unfortunately, this second order has been returned as well, under the same circumstances.I reached out to the main Eddie Bauer support team for assistance and was told to contact Eddie Bauer Kids support, which I had already exhausted all options with.
Business Response
Date: 05/29/2025
We are sorry to learn of Mr. ********* with his EBKids order. Eddie Bauer has no access to ****** order information. He will need to contact ****** directly for further assistance.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.

Sincerely,
Eddie Bauer ****************
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to my local Eddie Bauer location to try to return some items. They said due to a change in policy they weren't able to do any returns unless it was 60 days after the date of purchase. They wouldn't even do an exchange or store credit either. I went and chatted online and they told me the policy date of when it changed. Purchases before the change in date the store wouldn't honor the you had a whole year to return it unless you actually had the barcode they can scan on receipt plus date it tells you. It's ridiculous that I did some purchases in store pick up before the date of change in policy and because they never gave me the bardcode that said I had a year to return I can't return these items. Yet, if I didn't do in store pick up but shopped and paid in store I would have had the whole year to return it still. It's also false advertising that on all of my orders online that it says based on my status I can do free returns and it has a button that says start return. Yet when you click everything is grayed out. The store said they couldn't do anything because the system was blocking it. I chatted with someone online and they said the system has updated to do the new policy.
Business Response
Date: 05/29/2025
We are sorry to learn of Ms. **** recent return issue. At Eddie Bauer, we take great pride in designing high-quality products that are built to last. If you happen to encounter any issues with your Eddie Bauer product due to defects in materials or workmanship, we are happy to offer you a replacement or a credit back to your original form of payment within 60 days of purchase with proof of purchase.

If you find yourself in a situation where your product is deemed defective, but you do not have proof of purchase or it falls outside of the 60-day return window, we still want to help. You can exchange or replace the item with a similar product at any Eddie Bauer store within one year from the purchase date. We leave the final decision up to the store to ensure that you receive the best possible assistance as they can physically examine the item. Ms. **** items are not defective and therefore cannot be returned.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 05/30/2025

Complaint: 23286243

I am rejecting this response because: this is a standard auto generated response. Again my complaint is for purchases that happened before return policy changed. I had orders before 6/11 and my local store won't honor them because I don't have the original barcode that says returns for a year. In addition, it is false advertisement to promote that I get free returns. But then click the link and it shows order not eligible because its' past 60 days.
Sincerely,

*** ***
Initial Complaint
Date:04/30/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The last two times I've made orders with Eddie Bauer, the orders have been cancelled because at least one of the items that appeared to be in stock was later to be determined to be out of stock. Both times, I used $10 adventure rewards certificates. By the time the orders are canceled, those certificates have expired. It really wastes a lot of my time to make orders that are later cancelled.The 2 orders in question are Order #: ******** and Order #: ********. I believe a fair resolution would be either $20 credit or $20 adventure rewards cert.
Business Response
Date: 05/20/2025
We are sorry to learn of Mr. ***** recent order experience. Our records indicate only gift cards were used on his order.If an order is cancelled and a gift card was used to purchase it, we replace the funds on a gift card. Should an order be cancelled when a rewards certificate is used, the reward is refunded to the customer during the next redemption period.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.

Sincerely,

Eddie Bauer ****************
Customer Answer
Date: 05/21/2025

Complaint: 23270683

I am rejecting this response because:
They state: "Should an order be cancelled when a rewards certificate is used, the reward is refunded to the customer during the next redemption period."
I don't believe this is true. I get the rewards certificates from time to time anyway. If I make an order that is then cancelled because it's later determined the item is out of stock, then that reward certificate is forfeited. I might get another one in the future that I would have gotten anyway. But I've lost the opportunity to use that one. That one doesn't come back to me later.
I'm still very frustrated that 2 orders were made and then cancelled because it was later determined that the item is out of stock. This is terrible customer service and a waste of my time, regardless of the issue of expired/wasted reward certificates.

Sincerely,

***** *****
Business Response
Date: 06/09/2025
We are sorry to learn of Mr. ***** recent order experience. Our records indicate only gift cards were used on his order. If an order is cancelled and a gift card was used to purchase it, we replace the funds on a gift card. Should an order be cancelled when a rewards certificate is used, the reward is refunded to the customer during the next redemption period.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.

Sincerely,

Eddie Bauer Customer Service
Customer Answer
Date: 06/10/2025

Complaint: 23270683

I am rejecting this response because:
They obviously don't take these complaints seriously. They just copied and pasted the exact same text, and didn't address any of the issues I raised.

Sincerely,

***** *****
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction date: 1/25/25. Tried to return items in store and said it was an online only return. Then I try to return items online and it said I missed my return window (60 days), yet I didnt receive a full *************************** hand, if you include processing and shipping time, which was 7-10 days. If this was taken into account, I would have had made it in time. It is not an equal and fair policy for customers that place order online.
Business Response
Date: 04/07/2025
We are sorry to learn of Ms. ***** recent experience. We have been in contact with Ms. *** to address her feedback and to have reached a resolution suitable to all.
Again, we apologize for any inconvenience our customer has experienced, and her feedback is essential as we work towards continual enhancement of the customer experience.

Sincerely,

Eddie Bauer Customer Care
Initial Complaint
Date:04/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order#******** placed on 04/01/2025. I called today to cancel order and this lady said the system gi es them about 30 minutes after that they cant cancel because order is already sent to the warehouse! Well I did not get the memo to can el w/i 30 min, then she says the order will go out on April 08, 2025. Today is April 3rd I want this order cancelled and my $$$ refunded, it does not make any sense For an order to be shipped out 8 days later and Im told the order cant be cancelled! Bullshit! Cancel this **** order and I will never in my life order from this store again! 8 days to send out an order tells me you don't have it in stock. the order is being sent out in 5 days just so I can return it and NO I have not received a tracking yet- so cancel the order and refund me!!!!!!
Business Response
Date: 04/04/2025
We are sorry to learn of Ms. ***** recent experience.
Ms. **** has been advised that her order is in process, and we are unable to process a cancellation at this time. Once it arrives, she may choose to return the order by mail or to any Eddie Bauer store location for a refund. Our complete return policy can be found on our website.
For U.S. Standard Shipping please allow 7-10 Business days. Please note business days are MondayFriday, excluding weekends and major US holidays. Ms. **** should receive your order within 7 to 10 business days after the ship date.Once the order ships, she will receive another email with the tracking number. Ms. **** may track it at the ****** ****, or *** websites.
Also,please be advised that after an order is placed and before an order ships, she may see a pre-authorization hold on your bank card to ensure the funds are available.However, this is not a charge. A billed charge will not be submitted until the order ships. If for any reason, the order is not processed, her financial institution will remove the pre-authorization normally within 5-7 business days, but the time frame can vary by the financial institutions.
We are happy we had the opportunity to address our customers concerns. Again, we apologize for any inconvenience Ms. **** has experienced and appreciate her business.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 04/04/2025

Complaint: 23158068

I am rejecting this response because: Ni where on the website foes it state the timeframe I have to cancel this order! If the order was processed I should have a tracking number. but I don't because the agent said the order would not ship until Aptil 8th. 8 **** day! This order should have been cancelled! Its no wonder this company went bankrupt and has been sued many time- whatever, waste more trees mailing packages just to have the item returned-

Sincerely,

******** ****
Initial Complaint
Date:03/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of boots from Eddie Bauer listed at $299.00 which was the regular price. 2 weeks later, the site had them listed as $220 for the regular price plus they had them on sale for 1/2 price, $110. When I contacted the company I was told they only do price adjustments within 7 days of purchase so I was out of luck. I will try to return the boots as I have no desire to support this company who obviously uses fraudulent price fixing. Removing their ****** reviews shows what they think of their customers experiences.
Business Response
Date: 04/01/2025
We are sorry to learn of Ms. ******* dissatisfaction. Our Policy for sale price adjustments is up to 7 days after the order is placed. Unfortunately, it is well past that 7-day period.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.

Sincerely,

Eddie Bauer Customer Service
Customer Answer
Date: 04/18/2025
I am still waiting for a refund, although they say I should have received it within 5 business days after theyve received the merchandise, Its been 2 weeks. This is not closed until I receive the refund. I would appreciate your follow up. Eddie Bauer used to be a trustworthy company, this is very frustrating.
Business Response
Date: 04/21/2025
We are sorry to learn of Ms. ******* recent order issue. Our records indicate that her return and refund was successful processed on April 11, 2025, to her original payment method. If Ms. ****** has any further questions regarding her refunds, we ask that she please contact her Financial Institution.
We are pleased that we were able to address Ms. ******** inquiry and sincerely thank her for shopping Eddie Bauer.
Warm regards,
Eddie Bauer Customer Care.
Initial Complaint
Date:03/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau Representative:I am writing to formally file a complaint against Eddie Bauer, a national clothing retailer, regarding unjust treatment that my spouse and I have recently experienced. My wife and I have been loyal customers of ********************** for many years, shopping both in-store and online. However, an incident in November, 2024 caused us emotional distress and has left us feeling wrongfully treated. During a call to their order center, a sales representative initially claimed they could not locate the item I wished to purchase. She told me she would look for it, and call me back. After a while, I called back, and the same representative stated that my spouse and I were not permitted to make purchases any longer. Subsequent communication with upper management failed to resolve the issue. While we were sent two pairs of jeans as a portion of compensation for the initial inconvenience, the company later informed us in December that we were no longer welcome as customers. Despite multiple attempts to address this matter amicably including writing to the companys ****************** ******) as well as the CEO of its parent company, *** **** ***** we have been ignored. We strongly feel that their treatment constitutes possible discrimination and possible acts of malice against us, especially since my wife and I are elderly, have excellent credit, and have done nothing to warrant such exclusion from their business. The companys actions have caused undue stress and harm to us, and to our dignity as valued customers. We seek your offices assistance in holding Eddie Bauer accountable for their discriminatory actions and unfair business practices. Please find attached my writings, including email correspondences to support our claim. We hope your office can help us seek justice. Sincerely, *** and Mrs. ******* and ****** ******** Note: many more emails are available upon request
Business Response
Date: 03/25/2025

We are disappointed to see that *** ******** has submitted a complaint with the BBB as a resolution was already provided. We understand that *** and ************ are displeased with the communications with our team and the efforts that have been made to resolve their concerns. Eddie Bauer has already provided two complimentary pairs of pants that were accepted by *** and ************ to resolve their initial concern. *** ******** previously asked for $200 in Eddie Bauer gift cards for his perceived inconvenience and now has escalated that request to $10,000. *** ******** has not provided anything to justify this request.

In addition, our executive leadership has been sent multiple communications from *** ******** and we respectfully request these communications to cease immediately as they are inappropriate. As communicated multiple times, we are unwilling to reconsider our position at this time.
Sincerely,
Eddie Bauer
Customer Answer
Date: 03/25/2025

Complaint: 23059426
My wife and I find that our complaint with the Better Business Bureau has served as our attempt for the BBB organization to have focused upon its consumer advocacy in this matter and we find it appropriate to do so.

Realize that Eddie Bauers responding representative, ******* *. states that a resolution was already provided, but we disagree. The two pairs of womens jeans sent for my wife had only partially satisfied what we believe to be unsatisfactory consumer service. We additionally requested $200.00 for the unnecessary time which was spent in our attempt to resolve this matter. However, when ***** of Eddie Bauers Office of the President emailed us in December, 2024 and advised us that we are no longer welcome to shop as customers with this retailer without specifying any good cause, her action in our mind constituted unfair business practice. As we stated previously, we felt this is deeply unfair. Nonetheless, we dropped our request for the $200 demand for our time just so that we would be reinstated. Like we indicated to this company in our prior writings, my wife and I had never been rejected by any company.

Unfortunately, Eddie Bauer has failed to provide us with a substantial reason why this rejection occurred and, also, has failed to respond to a number of our later email communication writings to resolve this matter with them.

All we ask is that Eddie Bauer reconsiders their position and re-instates us as customers in good standing so that we can put this behind us. Please note that we have been valued Eddie Bauer customers for many decades.

Thank you for the attention that you give in this matter.

Sincerely,

******* ********
Business Response
Date: 05/15/2025
Eddie Bauer has exhausted all options in attempting to serve the customer to their satisfaction. We value our customers and do not enjoy having to ask someone not to shop with us, but based on past experiences we have no choice. Eddie Bauer stands by our decision and the customer will not be reinstated. If customer would like to continue shopping. ********************** will not be responding to further correspondance from this customer.
Customer Answer
Date: 05/21/2025

Complaint: 23059426

I am rejecting this response because:
My wife and I are honorable, professional people and we absolutely did nothing wrong. It seems that this company acted in prejudice / or has discriminated against us for no reason whatsoever. Plus, some of their workers were not honest with us. We should not have been subjected to such treatments. So, please escalate this and determine the reasoning behind such behavior. We deserve to be treated with respect.

We should also like to mention that we would appreciate if Eddie Bauer would specifically cite any and all poor behavior from my wife and I which would justify our having been rejected from this company that we patronized as excellent customers for 40 years or more. Kindly ask them to be specific. As far as ****** and I know, we do not believe that they can do so.
Lastly, we are not seeking compensation for these issues at the present time...and we have not sought this for many months now. We just want a rightful letter of apology and to be re-instated at this time.

Sincerely,

******* ********
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought the thermal flask with the logo Eddie Bauer and ******* from the Eddie Bauer shop at ************** in *******. After using for over one year and there is awful smell when put in hot water. We connect the manufacturer ******* as ******* said their product is lifetime warranty. But ******* after investigation said that this thermal flask is not made by them and is not their product. This thermal flask is counterfeit. That means Eddie Bauer sell the counterfeit product not made by ******* but using the ******* logo. Please see the photo with **** Bauer and ******* logo. We have showed the thermal flask to the staffs at Eddie Bauer , **************, **************. They confirm the hot water in the flask have awful smell. they said this thermal flask is over one year and no warranty. We doubt if this flask is good and made by ******* should be good quanlity and why it has awful smell? The staffs just saying it is over one year warranty and can't replace it but they don't admit the flask is counterfeit. If this flask is made by ******* should not have this awful smell. Here we want to know what action we should take? We just want to have the thermal flask replace.
Business Response
Date: 03/19/2025
We are sorry to learn of Ms. *** recent experience. We would first like to say this is not a counterfeit issue, but more likely a licensed product that we are selling. We have made recent changes to our guarantee. At Eddie Bauer, we take great pride in designing high-quality products that are built to last. If you happen to encounter any issues with your Eddie Bauer product due to defects in materials or workmanship, we are happy to offer you a replacement or a credit back to your original form of payment within 60 days of purchase with proof of purchase.
If you find yourself in a situation where your product is deemed defective, but you do not have proof of purchase or it falls outside of the 60-day return window, we still want to help. You can exchange or replace the item with a similar product at any Eddie Bauer store within one year from the purchase date. We leave the final decision up to the store to ensure that you receive the best possible assistance as they can physically examine the item. We are unable to replace this item.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.

Sincerely,

Eddie Bauer Customer Service
Customer Answer
Date: 03/19/2025

Complaint: 23044221

I am rejecting this response because: We have ask the ******* to verify that flask and they said it is not their product made by ******* and it is counterfeit. As we had bought this product in 2023 and the Eddie Bauer store at *******************; ******* admit there is awful smell inside the flask. We trust the brand name Eddie Bauer and *******. Their reputation is well known. It is the defect of the flask not made by ******* otherwise ******* no matter what will replace it as ******* said life time warranty. As Eddie Bauer said that flask is not counterfeit then does ******* tell lies. Eddie Bauer should not take responsibly of their defect product with logo of ******* not really made by *******? Does ******* tell the lies ?

Sincerely,

Summer Ho

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Eddie Bauer, LLC is NOT a BBB Accredited Business.