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Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Last week, I bought 3 pants online from Eddie Bauer. They notified me that my shipment might arrive in 3 packages. I did receive three different packages. The only problem, although the first 2 were fine and pants I ordered, the last package they sent me a mens shirt (freedry ************* tee), that came instead of the pants I ordered. I called customer service and the representative told me that the easiest thing would be to go into a store, but shipping a return was also an option, although it may take 21 days to get a return packing slip. I drove half an hour to my closest Eddie Bauer store with the shirt still in the package with the packing slip and the customer service there - which was very overwhelmed and rude - told me that they could not do a return in their store for *********************, whatever that means, and that they had no inventory need for the shirt i was returning, and to call the national number again. they ended up calling and said they could send me a shipping slip for return of tee but that I wouldnt get a refund before then. . I called the number again and the same representative answered and told me you didnt want to ship so I said go to the store. This was not true - he presented both as options and even the store as a better option for return. I asked for a manager and he said he doesnt have one. I have never had an issue issue, returning an item to a store, especially when it is the fault of the company who should have sent me something different. The workers at the store clearly saw that they sent me a T-shirt and not pants, I showed them all the packaging and the barcode. now, apparently its a process of probably weeks to a couple of months to get a refund. If you ship back the item they wrongfully sent you. *** never had to go through these hoops. I started a dispute with my credit card company - first one i have done in my life. I just want my $35 back for the pants that I never received - at this point its the principle.

      Business Response

      Date: 07/12/2024

      We are sorry to learn of ******************** order and return experience.We have refunded her in full for the incorrect merchandise she received. We reached out to **************** directly to advise her of this. We also advised her there is no need to return the incorrect merchandise.

      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: 07/13/2024

       
      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:07/02/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      On May 15, 2024, I made multiple returns at Eddie Bauer. The cashier processed the returns, ran my card, and I was given a receipt for the refund for these returns. There were four separate receipts ($37.10, $121.90, $84.80, and $90.08). Only two of these were processed ($37.10 and $121.90). The other two ($84.80 and $90.08) were not processed. Thus, I am still owed $174.88. Attempts to have refunds for these two returns issued have failed. I keep getting told that the card was credited $121.90. This is accurate, but it was for a different return. Please have Eddie Bauer issue the two refunds for $84.80 and $90.08 (total of $174.88) as they items have been returned and I have receipts showing the credit should have been issued. Thank you!

      Business Response

      Date: 07/24/2024

      We are sorry to learn of Ms. ******* return experience. We reached out to **************** directly to advise her we reprocessed the 2 refunds she was missing.

      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: 07/24/2024

       
      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:06/14/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 #: ******** Order date: June 2nd 2024 Item price $139.99 Requested price adjustment on June 13th via email. Response from customer service stated that the adjustment could not be made as the order has exceeded 7 business days from the date of purchase. I shared the price adjustment policy listed on eddiebauer.com - "Price Adjustments We will honor a sale price adjustment if an item goes on sale or clearance within 14 days after the ship date. Just present the original receipt or order number and the difference will be refunded to the original tender. Promotion code discounts cannot be applied to past or pending purchases."No response received. Called eddie bauer customer service number, spent 22 minutes on the phone. The agent could not determine current sale price on the website and requested a screenshot from eddiebauer.com demonstrating discounted sale price, which I provided. They still proceeded to tell me that I was wrong about the sale and that I would not be able to purchase the item at the sale price displayed in cart. I went ahead and processed a new order, and then sent another screenshot showing that the item in fact was offered at 50% discount. Did not get a response and no price adjustment was processed.

      Business Response

      Date: 06/20/2024

      We are sorry to learn of ************************** recent experience. We have reached out to ********************** via email on 6-15-24 and advise of our resolution to resolve her request for a price adjustment on her order 67804743. 

      We are happy we had the opportunity to address our customer's inquiry. We apologize for any inconvenience she experienced and appreciate her business. 

      Sincerely, 

      Eddie Bauer Customer Care

       

       

    • Initial Complaint

      Date:05/21/2024

      Type:Product Issues
      Status:
      Answered
      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.
      On September 18th 2023, we bought six pairs of pants from Eddie Bauer. Order Number ********. Four pairs of them were returned. Eddie Bauer supposed to refund $237.43 to our credit card account. Instead, they charged us $237.43. After lengthy communications over the phone and email, they are yet to return the amount. Finally, we gave up and never purchased any Eddie Bauer products again.

      Business Response

      Date: 06/14/2024

      We are sorry to learn of **************** return experience.Our records indicate we refunded $237.43 to **** ending 2537 on 11/29/2023. If the customer did not receive these funds, they need to inquire with their financial institution.

      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: 06/14/2024

       
      Complaint: 21739592

      I am rejecting this response because: Although they refund for the returned four items out of the six items I bought, they did not refund their mistake of charging me the same amount. This is an error in their system. They acknowledged their mistake in my communications with them, but they fail to correct their own mistake. They can search the same amount in their system to see that they charged me the same amount without any purchase from me.

      Sincerely,

      ***************

      Business Response

      Date: 07/11/2024

      We are sorry to learn of **************** return experience. Again, our records indicate, and we verified with our accounting team that we refunded $237.43 to **** ending 2537 on 11/29/2023. If the customer did not receive these funds, they need to inquire with their financial institution.

      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: 07/23/2024

      Hi *******,

      Before I contacted BBB, Eddie Bauer failed to deliver an electronic gift card of $******. 

      The message below from Eddie Bauer on 03/21/2024 acknowledged their mistake and has sent the gift card. But we never received the gift card message. (*********************** is my wife, who made the purchase.) I am sure the message is saved in their system. They could have sent us a physical gift card in regular mail.

      It appears that they have a different person managing this because they did not acknowledge their mistake in their subsequent messages. 

      Regards,

      Fang Miin Sheen



      From: ******************************************* on behalf of Eddie Bauer Customer Support
      Sent: Thursday, March 21, 2024 9:46 PM
      To: *******************
      Subject: Re: Eddie Bauer Contact Us Form: Returns

      Dear ***********************,

      We are happy to inform you that your gift card has been issued for USD $ ******. 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.

      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 your continued loyalty towards Eddie Bauer.

      Sincerely,

      Md **************
      Eddie Bauer Customer Service

      Business Response

      Date: 07/23/2024

      Again, our records indicate, and we verified with our accounting team that we refunded $237.43 to **** ending 2537 on 11/29/2023. The same customer service representative advised the customer of this, on March 28th after the email was sent that the customer would receive a gift card. Again, if the customer did not receive these funds, they need to inquire with their financial institution which we continue to advise.

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

      Sincerely,
      Eddie Bauer ****************

      Customer Answer

      Date: 07/23/2024

       
      Complaint: 21739592

      I am rejecting this response because: *********** refunded the amount through credit card, after I returned the purchased items. The right amount was credited in my credit card account. A totally separate issue is that they made a mistake in charging me the same amount for no reason. Because it is the same amount as the refund, so it is confusing. In one of the emails, they acknowledged they made the mistake and said they will send me an electronic gift card of the same amount. I never received the gift card. If they did issue the gift card, their system should have a record of whether the card has been used. If not, they can send me a physical gift card. The problem is that they changed their mind and did not want to do anything. They suggested that I ask my credit card company to solve the issue.  

      Sincerely,

      Fang Miin Sheen

    • Initial Complaint

      Date:05/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Two returns have not been processed correctly. I returned eight items from Order *******. I have contacted the company three times asking about the refund to be issued to me, $341.43, and have yet to see the credit issued back to my card, as discussed in my prior customer service chat. This situation is not only frustrating but also causing me significant inconvenience as I have to continually check my credit card and contact you again. It has been several weeks now.RE: ORDER ********. I should have received a refund of $44.00 back to my Eddie Bauer Credit Card, but have not received it despite the email confirming it was received and processed.I expect this issue to be resolved promptly and my full refund to be processed without further delay.

      Business Response

      Date: 05/16/2024

      We are sorry to hear of Ms. ***************;recent experience. We have reached out to ******************** via email to address her feedback, extend an apology and advised that her refunds due to a system error were delayed. We have now been able to successfully process the refund credits. We provided detail refund information via our email to her.

      Again, we apologize for any inconvenience our customer has experienced and appreciate her cooperation and patience.

      Sincerely, 

      Eddie Bauer Customer Care

    • Initial Complaint

      Date:04/26/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On March 25th I called Eddie Bauer customer service about a warranty issue with a fleece pullover. The stitching is coming apart. The garment had a 100% satisfaction lifetime guarantee when I bought it. I explained the garment was over ***************************************************************************** like new condition. They told me to pack it up and pay to ship it to them and that I would be reimbursed for the cost of shipping as well as the item repaired or replaced. Today April 26th I received my pullover back in the mail unrepaired with a note saying it was purchased more than a year ago and was not eligible for repair or replacement. I had a lengthy conversation with their customer service over a month ago in which I explained the age and condition and was reassured that it would be covered. I also included the original receipt which was not shipped back to me with the garment. I would like this garment either repaired or replaced and my shipping money refunded as I was told. This is totally unfair and violates their product guarantee/warranty. I was told today that their clothing warranty has changed in recent years and that is why it was returned. The warranty should be honored from what was offered at the time I made the purchase. Not something that changed after the fact.

      Business Response

      Date: 05/02/2024

      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: 05/03/2024

       
      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:04/26/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Ive been disputing charges with Eddie Bauer for five days. This random charge showed up on my credit card overnight. I ordered nothing to account for this, they didnt contact me to explain it, and I did not authorize it. This is the second time this week that this company has put unauthorized charges on my card and they will not acknowledge this. I paid for my order already and they fought me for a week about it, even accused me if manipulating their website sale photos! They are condescending and do not answer me on why they again charged me! I do not owe them $26!

      Customer Answer

      Date: 04/26/2024

      Ive tried multiple times today with multiple people at Eddie Bauer and they continue to blow me off, meaning, they dont read what I write and respond with the same responses, over and over, and hope this helps more times than I can relay.  Very condescending.

       I told them to keep the jacket I ordered.  Then I get an email that it was shipped!  They arent listening.  

      I can send screenshots of some of this craziness.

      again, I told them to keep the jacket today, and then they ship it!  I ordered it three days ago and Im sure they were holding it until they billed me that extra $26.  

       

       

      Customer Answer

      Date: 04/30/2024

      Eddie Bauer still has not taken the extra charge off my credit card of $26 as of today.

      Tomorrow will be one week since they did this!  They literally lied and said theyd take off $20 and 10%, so I ordered the jacket!

      the SAME DAY they billed me AFTER the initial billing for $26 to take that discount back!!!

      I then told them Friday to keep the darn jacket, after two days of getting nowhere with them, and at least 50 emails.  Then, I get an email telling me it was shipped shortly after that!!

      now, Im out $26 and $34, and have the jacket!!  It was in my mailbox yesterday!!

      Business Response

      Date: 05/02/2024

      We are sorry to learn of ******************** recent order experience. We reached out to **************** directly to address her concerns.

      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 Answer

      Date: 05/04/2024

       
      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:04/25/2024

      Type:Delivery Issues
      Status:
      Answered
      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 on an online order on March 12, 2024 for multiple items from Eddie Bauer's webstore. My credit card was charged for the purchase on March 15, 2024. Eddie Bauer divided my order into multiple shipments. I had 3 items missing in the second shipment. Looking at the packing slip, it was marked that those 3 items were not packed. When I reviewed the order online, there was no mention of any further shipments containing the missing items. I called Eddie Bauer's customer service line and was told that I would need to file a police report for theft before they could assist me with the missing items. There was no theft. The parcel was delivered to a locked *********** mail box, I removed the parcel within 2 minutes of it arriving as I was following the tracking, and the box was completely sealed with no mention of a second box. At that point I asked to speak to a supervisor because there is no reason to file a police report as it was Eddie Bauer's packing error. I was told none were available and I would be called back in 24 hours. I was not called back. I called again, and when I explained the situation the representative hung up on me mid sentence. I called a third time and had to wait for a supervisor who again insisted I file a police report. A police report makes no sense as there was no theft. This supervisor finally understood and told me they would be refunding me for the missing items. She sent me an email on April 9 2024 telling me that she has credited the original method of payment for $479.97 and I would see it in 3-5 business days. It is now April 25, 2024 and I have not received the refund. I have had other stores post credit card refunds the same day, there is no reason for the delay. I suspect Eddie Bauer is baiting customers with sales on items they know they can't fulfill, and is then putting the burden back to the customer with an extremely difficult resolution process in order to keep their money without delivering goods.

      Business Response

      Date: 05/02/2024

      We are sorry to learn of ******************** recent order experience. We reached out to **************** directly to address his concerns so we can process his refund.

      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 ****************

    • Initial Complaint

      Date:04/25/2024

      Type:Product Issues
      Status:
      Resolved
      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 returned shoes .It has a *** tracking number Bauer claims that I didnt return them

      Business Response

      Date: 05/06/2024

      We are sorry to learn of **************************** recent return experience. We reached out to ************************ directly to facilitate her refund.

      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 Answer

      Date: 05/08/2024

       
      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,

      *****************************

      Customer Answer

      Date: 05/08/2024

       
      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:04/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered medium Tall swear pants but the company sent medium, not tall. I took pics of the what was delivered and they still refused to exchange for the correct size

      Business Response

      Date: 04/17/2024

      We are sorry to learn of Mr. ***** exchange experience. Unfortunately,we were unable to locate previous contact information from ************. We ask that he reach out to our customer service team to facilitate an exchange of his sweatpants.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.
                                                              
      Sincerely,
      Eddie Bauer ****************

    Eddie Bauer, LLC is NOT a BBB Accredited Business.

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