Complaints

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

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  Eddie Bauer, LLC

  2200 1st Ave S Ste 400 Suite 400 Seattle, WA 98134-1452

• 

  Eddie Bauer, LLC

  10401 NE 8th St Ste 500 ATTN: Office of the President Bellevue, WA 98004-4346

• 

  Eddie Bauer, LLC

  3000 184th St Sw # 294 Lynnwood, WA 98037

• 

  Eddie Bauer, LLC

  1600 N Riverside Ave Unit 2113 Medford, OR 97501

• 

  Eddie Bauer, LLC

  204 Briarwood Cir Ann Arbor, MI 48108

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:09/18/2024

  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 received an Eddie Bauer adventure reward of $10.00 on August 21, 2024. I received an email from Eddie Bauer on August 30 saying that if I redeemed the reward by September 4, I would receive another reward on September 14. I made a purchase using the $10.00 reward on August 30. However, as of today September 18, the reward I was supposed to receive has not been credited to my Adventure Rewards account. I contacted Eddie Bauer **************** in an effort to resolve this issue since it seemed pretty straight forward. I received the following response on Sunday, September 15th ................Dear **** *******,We are happy to inform you that your gift card has been issued for $10. Please expect to receive your gift card in the next 48 hours at the email address we have on file. We ask that you check your spam and junk folders to ensure your gift card did not arrive there.We sincerely apologize for any inconvenience. We hope this information has been helpful. If you need further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.Thank you for being a member of the Eddie Bauer Adventure Rewards Program.Sincerely,***** *.Eddie Bauer **************** .................However, as of today, September 18, no gift card has been received and it has been longer than 48 hours. I have attached a copy of the August 30 email with the promotion. Also attached is a copy of the receipt for my purchase on August 30. My adventure rewards number is *********. Please either credit a $10.00 reward to my Adventure Rewards Account or actually send me a $10.00 gift card via email as EB **************** was supposed to do.Thank you.**** *******

  Business Response

  Date: 09/27/2024

  We are sorry to learn of Mr. ******** recent reward promotional experience. Our records indicate customer service did request a $10 electronic gift card be emailed to him on 9/15. We have requested a new $10 electronic gift card be emailed to him today, 9/27. He should receive this gift card almost immediately if not within an hour at most to the same email address associated.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced and appreciate his business.
                                                         
  Sincerely,
  Eddie Bauer ****************

  Customer Answer

  Date: 09/30/2024

   
  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:09/17/2024

  Type:Sales and Advertising 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.

  At Eddie Bauer in the ***********, *********, *******:2'x3' red and white sign in the store window "EVERYTHING ON SALE 50%OFF EXCLUSIONS APPLY"From that description, you might think 10-15% of the merchandise would be excluded. On the contrary, the only items at 50% off were clearance items and a smattering of other clearly marked "50% OFF" items interspersed throughout the store. Rather than "everything" half off, I will conservatively estimate that 85% was excluded. When I asked the on-duty manager about this, the manager replied, "That's how they get you."This is a blatantly deceptive business practice, designed to draw people into the store, knowing that their expectations will not meet their experience. This goes beyond "puffery" and into false advertising.Have I been financially harmed? No. I didn't purchase anything.(I took a photo of the window sign but cannot upload it)

  Business Response

  Date: 09/23/2024

  We are sorry to learn of Mr. ******* experience. We have reach out to Mr. ***** via email to address his feedback and advised of our resolution to resolve and extended a service gesture. We apologize for any inconvenience our customer experienced and appreciate his shopping with Eddie Bauer.
  
  Sincerely, 
  
  Eddie Bauer *************

• Initial Complaint

  Date:09/15/2024

  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.

  November 24th, 2023 I purchased a pair of Eddie Bauer leggings for ***** at the ******************* in ***************. When I purchased the leggings I was verbally reassured that they had a LIFETIME warranty. On September 14th, 2024 I attempted to exchange or return the leggings at the ************* in *****************. I was told ,with rudeness, that they no longer honor the lifetime warranty. I bought the leggings because of the warranty. If I wanted to spend money to be ***** I would have bought elsewhere. I was lied to and stolen from.

  Business Response

  Date: 09/16/2024

  We are sorry to learn of Ms. ******** recent experience. We have been in contact with Ms. ****** to address her feedback to extend an apology and offer a service gesture in our effort to resolve. Our service gesture was pleasantly declined. We will though be further addressing Ms. ******** feedback regarding her service experience received at our store with our staff. Her feedback is very relevant and will be reviewed for further staff coaching and/or up-training. 

  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:09/14/2024

  Type:Delivery 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 purchased two beach chairs from Eddie Bauer on June 20, 2020 (Order #********). The chairs have since fallen apart. I contacted Eddie Bauer customer service via chat on two separate occasions in May/June time frame this year. After providing my order details, I was advised to return the chairs to their product guarantee department at my own expense. I followed the instructions, and the chairs were packaged, shipped, and mailed at my expense per the customer service instructions. The chair were then returned back to my stating the the chairs were outside their satisfaction guarantee / warranty window. If this was their policy, this was clearly knowable when I contacted their customer service agents on two separate occasions and provided my order number to them when discussing my concerns. Separately, I chatted and called on two more occasions to speak with customer service. Both are representative of the quality one can expect from outsourced customer service. I am requesting replacement beach chairs as the chairs I was sold not only fell apart, but have wasted countless hours and money following their instructions only to be told the chairs were too old (something that was knowable from the start).

  Business Response

  Date: 09/17/2024

  We are sorry to learn of **************' recent return experience. We reached out to ************** directly to address his concerns.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced and appreciate his business.
                                                         
  Sincerely,

  
  Eddie Bauer Customer Service

  Customer Answer

  Date: 09/17/2024

   
  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:09/07/2024

  Type:Sales and Advertising 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 placed an order for 11 pairs of pants from Eddie Bauer on Saturday, August 17. Because I was leaving on a trip on Wednesday, August 22, I paid $21.99 for overnight shipping to ensure I received the pants in time. The pants would ship out on Monday, August 19 and be delivered on Tuesday, August 20. However, by close of business on Monday, only one pair of the pants had actually even left their store/warehouse. I called customer service and was repeatedly assured that if the pants did not arrive overnight by Tuesday as promised, I would be refunded the $21.99 overnight shipping AND the $7 return shipping due to the items arriving late and not next business day as promised by Eddie Bauer. Eddie Bauer did not even SHIP OUT several of the pants until Wednesday meaning they were not delivered until Thursday, multiple business days after the next business day I paid for. However, their customer service is refusing to refund the shipping cost that I specifically paid for NEXT DAY/OVERNIGHT and refusing to refund the return shipping and basically stealing $28.99 of my money in shipping costs given they shipped me useless pants arriving after Id already left on the trip I was buying them for

  Business Response

  Date: 09/18/2024

   

  We are sorry to learn of Ms. ************ recent order experience. Our records indicate that customer service did refund the customers $21.99 shipping fee. We also see that she returned the entire order, we charged her a $7 return fee which we have refunded as of today. She should see this refund within 3-5 days or as soon as her credit card company releases it. When customers select a shipping method, this only pertains to the shipping time, not the processing time. 
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                         
  Sincerely,
  Eddie Bauer Customer Service

• Initial Complaint

  Date:08/13/2024

  Type:Delivery 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.

  Order shipped to incorrect address. Had same issue several years back and requested address be updated in system. Spent great deal of time on phone! Want refund since customer service not functional.

  Business Response

  Date: 08/19/2024

  We are sorry to learn of Ms. ******* recent order experience. Our records indicate the customer placed the order online herself. We processed a return refund as a one-time courtesy as we will not be able to going forward. **************** will need to update her shipping address in her online account.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
  
  Sincerely,
  Eddie Bauer ****************

  Customer Answer

  Date: 08/19/2024

   
  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.
  

  I see refund processing. Sad to not get the items, as I love EB clothes. Will try order in future after reverifying address. (Thought it was updated per last customer service attempt.)

   

  Thank you for addressing. 
  

   

   

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/07/2024

  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.

  Purchase on 10/10/2023.Order # ******** Adventure Rewards # ********* Item: Reversible CirrusLite down hooded jacket. Color - Iron.Issue: Eddie Bauer offers a guarantee on their products. This product tore, making it unusable.When we contacted the company to get a shipping label to return it for refund, repair or replacement, we were informed the company no longer sells children's clothes. We originally received an email saying we could bring it to a local store for processing. We took it to a store and were immediately told that EB no longer sells children's clothing and they would not accept it. This is despite the fact that the email we received saying we could bring it to a store mentions the product as a children's coat.When we reached out again, we were offered a free shipping label to send it back, and a refund when it was received.Since we did not receive a label, we reached out again. This time we were told that Eddie Bauer does not give free shipping labels for children's items, because they no longer sell these items. However, we are still obligated to return the item if we want a refund. Given that the warranty/guarantee existed at the time of purchase and we were no notified that anything would be changing, we believe that the company should either 1) not require the item to be returned. We can send photos that clearly show the issue, or 2) provide a label for us to use to send it back, just like they would have if they still sold children's clothing.I think both of these potential solutions are completely reasonable, especially since the change in policy could not be found on their site and a customer service rep would not agree to supply a copy of the policy change when requested in online chat on 8/7/2024.

  Business Response

  Date: 08/08/2024

  We are sorry to learn of ****************** defective jacket. Our records indicate our customer service team refunded **************** in full to his original method of payment on 8/6/24 for $39.99. He should see the refund in 3-5 days. He may discard of the jacket, there is no need to return.
  
  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: 08/08/2024

   
  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:08/02/2024

  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 placed an online order for two low profile camping chairs that fold into a bag for easy storage and transport on 7/29, Because I need the chairs for a trip ill be taking on 8/4 I paid for 2 day shipping and the online order processing showed guaranteed delivery by 7/31. The chairs never arrived so I contacted customer service via chat and was advised they are sorry for the inconvenience but the order is still in process and I should get a response email in 24/48 hours. I explained this is well after the guaranteed delivery date there company promised and this is not a shipping issue with a third party company as they haven't even attempted to ship the products at this point. I asked to just cancel the whole order as I wont need the chairs if they are not able to deliver them by 8/3. They advised the can not cancel the order??? I will have to wait for the chairs to ship and then return them and then request a refund after they have there products back. So at this point I'm out the $25 in expedited shipping and there is a possibility I will not get the products or if I do I will not be refunded for them because they are in process again. The whole ordeal seams to be a scam to get consumers to make purchases online with false promises. The customer service agent advised they DO NOT guarantee any shipping dates when it was clearly advertised online for a fee. The customer service agent disconnected the chat when I asked for contact information to file a complaint with the company directly. This leads me to further believe this was/is a scam being perpetuated by the company.

  Business Response

  Date: 08/02/2024

  We are sorry to learn of Ms. ******** recent order experience. We have refunded her in full for the delayed order. We reached out to ****************** directly to advise her of this.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
  
  Sincerely,
  Eddie Bauer ****************

• Initial Complaint

  Date:07/31/2024

  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.

  I made two in-store purchases at Eddie Bauer. I provided my phone number, ************, which is used to identify my rewards account, for both purchases. I decided to purchase another pair of shorts like the ones I bought in the store, online. When I tried logging in, the website said either I didn't have an account or my login info was wrong. I tried the reset my password feature; nothing happened. I then tried setting up an online account - when I did that, it showed previous online purchases in my history but didn't show my rewards points for my in-store purchases. I also noticed that the rewards account number was different than the one on my in-store purchases (*********). I sent a message, through the Eddie Bauer website, to see why the online number was different and if there were actually two accounts, to merge them into one using my original rewards number. I got an email that contained extremely bad English, stating my issue had been forwarded. Today I got an email that the two accounts were merged into my original account *********. When I tried logging in, it said my login info was wrong. I reset my password twice and each time it kept telling me my login information is incorrect. I want someone to call me and explain what the problem is and how to correct it. I spent almost $300 this month and I have no way of knowing if all of my rewards points were added to my account nor do I know how to access my account online. I have been an Eddie Bauer customer since the 90s and have always used the same email ********************** for my rewards account and have always had the same rewards number (********).

  Business Response

  Date: 08/08/2024

  We are sorry to learn of **************************** recent experience. We have reached out to Mr. ********** via email and phone to address his inquiry and provide various options to correct the issue(s). Our latest contact via phone we were unable to leave a message due to mailbox being full, so another email was sent to customer. We will continue to make every attempt to work with customer to resolve his inquiry. 

  Sincerely,

  Eddie Bauer Customer Care

• Initial Complaint

  Date:07/30/2024

  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.

  A family member purchased one of Eddie Bauer's luggage for me some years ago while under the no questions asked, unconditional lifetime warranty. A wheel recently exploded, though the rest of the bag almost looks new as I don't travel very much. After the pandemic, I had heard they canceled their warranty for new purchases and likely no longer honor prior purchases. With this in mind, I thought I'd try contacting customer service anyway to see if there were any options to get it repaired. Upon doing so, I was informed that the warranty was replaced by an exchange policy, where stores can still exchange without a refund, even if outside of the 1-yr warranty period. Surprised, but skeptical, I took a transcript of this recorded call with me to my nearest store (**********, *******). The manager told me this wasn't true (until the transcript was shown) and then that she would check with her area leader and get back to me by phone (she would not give me contact details for the next manager up the line). I called in a few days later and was assured they were waiting for a response and would still get back to me. They haven't bothered getting back to me within a month, so here we are with no other way to escalate. Emailing customer service also yields repetitive, unintelligent template responses that are not relevant to my contact attempts. This dishonesty and complete lack of service is not characteristic of excellence, or anything close. As a long-time, frequent customer for over a decade, I have no reason to return.

  Business Response

  Date: 08/02/2024

  We are sorry to learn of ************* broken luggage. Eddie Bauer no longer offers a lifetime guarantee. We now offer a warranty for 60 days from the date of purchase, if proof of purchase is provided. We have never provided parts or pieces of items to ship out. We encourage ************ to watch for some upcoming sales on our current luggage.
  
  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: 08/02/2024

   
  Complaint: 22069116
  
  I am rejecting this response because it contradicts the transcript of my recording with customer service, and therefore sidesteps the issue.
  
  Sincerely,
  
  *****************