Business Profile

Retail Sportswear

Eddie Bauer, LLC

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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.
103 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:03/29/2024
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 received an eddie bauer down coat as a gift. The label inside the coat under the eddie bauer name indicates, guaranteed for life. I emailed eddie bauer customer service. This is the last response I received from them:On Mar 29, 2024, at 1:11PM, Eddie Bauer Customer Support <*************************************************************************> wrote:?Dear Birdrn,Thank you for contacting Eddie Bauer. We are sorry you need a replacement part. Regrettably, we do not stock or sell replacement parts for any of our products sold in our stores or on the Eddie Bauer website. We are happy to provide you with additional options. If you purchased Eddie Bauer products from a third-party company, we recommend that you check with them regarding any possible refunds according to their timelines and policies. You may also wish to inquire directly with the manufacturer about replacement parts.As I can check the product you purchased is not showing on our website. However, we are sharing a licensed retailer's name and number for help. Names such as BJs, ************************** Maxx, ******, Famous Footwear, ***************** DSW, and ***'s Club sell them nationwide.Please, contact them once for your convenience, here is their contact information:Phone: ************** Email Address: ************************** We hope this information has been useful. If we may be of further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.Thank you for your continued loyalty to Eddie Bauer.Sincerely,***********Eddie Bauer **************** The coat was purchase over 6 months ago and no retailer is going to let me return a used coat with a broken belt buckle. Eddie Bauer is the company who is guaranteed the coat for life, not a retailer.
Business Response
Date: 04/02/2024
We are sorry to learn of Ms. ********* defective jacket.We also apologize for the misinformation given to her about who to contact regarding her jacket. After reviewing the photos she submitted, we have determined that this jacket was purchased from Eddie Bauer in ******* which is a separate company from Eddie Bauer in the **. ******************** must contact the customer service team from ********************** ******* at www.eddiebauer.de regarding her jacket.

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: 04/08/2024

Complaint: 21505368

I am rejecting this response because: the coat label states guaranteed for life. Eddie Bauer *** stated Eddie Bauer ******* is responsible and Eddie Bauer ******* stated Eddie Bauer *** is responsible. Im just trying to get a buckle replaced that is supposed to be guaranteed for life. The company does not want to take responsibility.

Sincerely,

***************************
Initial Complaint
Date:03/19/2024
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 purchased a coat at Eddie Bauer in ********* ** 2/15/24.Total price $133.44. I decided to return the coat. The coat was received at the warehouse in ********* **** on 2/28/24signed for by TMiller. The order # *********************. I have called them 3 times since the item was received by the warehouse. First they told me I could only get a gift card3/12/24. I told them that ,that was unacceptable. ******* said that she would send a message to her supervisor to process a refund. She said it would take 3-5 business days. I called again on 3/15/24, they said ticket is out to get my refund, call back on the 5th day. I called back today 3/19/24. For some reason it is still in the escalation ***** and will take ***** hours for a response. I have never received any response from eddie bauer. I told ******* tomorrow it will be 3 weeks since they have received the return, I do not appreciate my money being held hostage. I would like a credit to my account
Business Response
Date: 03/20/2024
We are sorry to hear of Ms. ******* return experience. There was a systematic error; we have 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.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 03/26/2024

Complaint: 21454029

I am rejecting this response because:
I have received an email from ***** from Eddie Bauer Office of the President. She states that my payment information was not captured in their system so they were unable to process my refund on my credit card. She also stated that she is requesting that a refund be expedited to me. Normally checks take 3 weeks. Well, it will be a week tomorrow. So where is my check? I would expect at this point they could overnight me a check. I imagine I will still be waiting another two weeks. Now it has been 4 weeks since they have received my return. Please refer this to someone that can overnight a check to me. Thank you
Sincerely,

***********************
Business Response
Date: 04/05/2024
Our records indicate a refund check was requested on 3/24/2024 and was requested to be expedited to the customer. She should have by the end of next week at the latest.
Sincerely,
Eddie Bauer Customer Service
Initial Complaint
Date:03/08/2024
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.
On 3/5/2024, I placed order #******** on eddiebaueroutlet.com for pick-up at the Eddie Bauer Outlet Store in ************, **. The order was for a pair of Men's Swift Myth Thermal Pants for $29.99. I used a $10.00 Eddie Bauer Rewards certificate and paid the remaining amount including tax of $21.19 on my ***** As it ended up, the pants were much *********** when I tried them on. On 3/8/2024, I returned the pants to the Eddie Bauer Outlet Store in ************, **. I received a charge credit of $21.19 to my ***** In the past when I have returned an item paid for with an Eddie Bauer Reward, the value of the reward was put on a gift card. Today, when I asked about credit for the $10.00 Eddie Bauer Reward certificate, no one at the store could give an answer as to why I didn't get the $10.00 reward returned to me. In fact, they couldn't tell me when or if I would receive the reward credit. I am very disappointed that Eddie Bauer seems to have so many problems with the Rewards Program and it appears their employees are untrained on how to resolve any issues. In the interest of good customer service, I would like to request that Eddie Bauer manually issue a $10.00 Eddie Bauer Reward to my account or provide me with a $10.00 Eddie Bauer gift card that can be used immediately.Sincerely, *********************** . . . . . . . . . . . . . . .Loyalty Number : *********
Business Response
Date: 03/14/2024
We have reached out to ****************** regarding his inquiry and have processed the $10 Eddie Bauer electronic gift card per his inquiry. We are happy that we were able to resolve his inquiry and thank him for shopping Eddie Bauer.
Sincerely.
Customer Answer
Date: 03/15/2024

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:03/08/2024
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.
My complaint is against Eddie Bauer. In 2018, I purchased a green down jacket from Eddie Bauer. The complaint is about Eddie Bauer not honoring its warranty. At the time I purchased this jacket, Eddie Bauer had the so-called "Buy it for life" warranty. Among other things, it stated "Our products are built to last. If your Eddie Bauer product fails to perform as designed, bring it back and we will replace it." They have since changed this policy to 1 year. But at the time of my purchase, it was lifetime. Yesterday, when I tried to exchange my jacket which had a broken zipper, they did not honor it. I am complaining about Eddie Bauer and asking them to honor the warranty at the time I purchased. I am seeking a replacement of the jacket with the same or similar
Business Response
Date: 03/15/2024
We are sorry to learn of ************************ experience. We have reached out to ******************** to address his feedback and advised of our resolution to resolve.
We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience he experienced.
Sincerely,
Eddie Bauer Customer Support
Customer Answer
Date: 03/23/2024
Good afternoon,
I have received 100 USD gift check and I bought a new jacket.
Thank you very much,
Best regards,
Initial Complaint
Date:03/02/2024
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 made a single transaction online purchase from Eddie Bauer and returned the product within the specified time. while expecting my refund I had to close my bank Account and cards related to the account which I initially used for the purchase as there was a entirely unrelated fraudulent transaction on account. I closed this accounts by 10th January 2025 before the refund was processed on 20th January 2024 and when I took this information to Eddie Bauer no one is concerned about this and each time I explain this to one of their customer service representatives they simply say that the refund was processed. It is highly impossible to make a transaction to a closed account.
Business Response
Date: 03/04/2024
We are sorry to hear of **************** return experience. We have 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.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 03/05/2024

Complaint: 21375734

I am rejecting this response because I am providing you with my bank statement in which it shows Eddie Bauer refunded me $271.65 on 29 December 2023 on the same day charged me again for $228.71 without my authorisation. Eddie bauer says that the funds are held at my financial institution but CIBC says that there is no way that a transfer can happen after closing the bank account.
Bank account closed on 05 January 2023 and Eddie Bauer refund date is 20 January 2024 which did not go through.

Sincerely,

*************************
Business Response
Date: 03/15/2024
We have advised ************** that when he originally placed the order on 12/22/2023 a pre-authorized hold was charged to his account for $271.65. When the order shipped on 12/29/2023 a hard charge of $228.71 was charged and the pre-authorized charge for $271.65 was refunded. This is industry standard; the actual charge is not placed until the items are shipped out.
As far as the refund for returning the items, we processed a refund to the original method of payment for $228.71 on 1/20/2024.We have not received those funds back from his financial institution. He must contact the financial institution for the refund. Had the financial institution rejected the refund, Eddie Bauer would be able to issue him a refund check. We provided ************** with the transaction information for the refunds so that he could provide them to his financial institution.

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: 03/15/2024

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:02/16/2024
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.
Order #: ******** Jeans lasted 1 week, damaged and defective...sent pictures and all Was told to discard and would get refund Never got refund after weeks of asking Then promised $75 giftcard instead in writing, never received that either company is hiding behind previous adjustment they made which was for price error and not appeasement I have all the documents in writing saying I would get full refund and now $75 GC i want my $75 GC ASAP!!!
Business Response
Date: 02/20/2024
We have contacted ****************** regarding his inquiry and have provided him with our resolution to resolve. We also advised that should he have any additional questions/concerns that he will be directed to the office as needed for additional review/assistance/monitoring.
Sincerely,
Eddie Bauer Customer Support
Business Response
Date: 02/29/2024
The Eddie Bauer electronic gift card was sent to ****************** on 2-20-24, to his noted email address on file. Please check spam and/or junk folder if not visible in his regular email thread. ****************** was advised that we will continue to review the activity on his account to determine a continued business partnership.
Sincerely,
Eddie Bauer Customer Suupport
Initial Complaint
Date:02/15/2024
Type:Billing 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 on line order with Eddie Bauer. My credit card was over charged compared to the total on the purchase summary. I called their customer service and they stated a credit would be issues for the overcharge. I checked my credit card account and one day later I see no credit but I see the overcharged transaction is still there, plus there are two other charges placed on my credit card totalling $686.21 and the amount for my order should have been $255.09. I called customer service again today and they said they were only pre-authorizations and that the credit I will receive in 3 to 5 business days and that these pre-authorized amounts would be removed sometime in the future. They claim they originally pre-authorize, then pre-authorize again every time they ship and in this case they split the shipment up in 3 shipments. If in this case they do remove the pre-authorized amounts they are still using up my credit card credit limits and are also charging my credit card for amounts I did not authorize.
Business Response
Date: 02/27/2024
We are sorry to learn of *********************** recent experience. We have been in contact with Mr. *************;to address his feedback and provided information regarding his inquiry. Again, we apologize for any inconvenience our customer has experienced and appreciate his cooperation and patience.

Sincerely,
Eddie Bauer Customer Support
Initial Complaint
Date:02/11/2024
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 ordered an Eddie Bauer Storm Ops jacket on Jan 6th, 2024. The jacket I received does not have the reflective strips shown in their web site pictures and listed as features in the product listing. Other customers are also complaining about the same thing in reviews on the EB site. I decided to purchase this jacket as the reflective strips would allow me to be seen when walking at night, crossing streets, and such. I'd like to get the jacket pictured and described on Eddie Bauer's web site, with the reflective strips, rather than a refund.
Business Response
Date: 02/29/2024
We are sorry to learn of **************** order experience. We have reached out to him directly to provide a suitable resolution.

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:02/06/2024
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 am in shock that Eddie Bauer now has this reputation. I sent back one item and included all of the information in the package Dec 2024. The item was in a package that also had 3 coats in them. I received the refund for the coats. I never heard from them so I emailed to check in on 1/5 and they said it can take a maximum of 21 business days. So I waited. I emailed on 1/29. They asked for information (again) and I sent it. They said they had refunded me but gave ME a number to give MY BANK to get the refund? What in the name of? I waited a few days to make sure if it would reach my account. I emailed again starting 2/6 asking about this. They then replied asking for the order number and information AGAIN and I said you have that already, I am a rewards member. Then they said that there is a problem with my bank?! Too many excuses. This is archaic. What kind of service is this? Very disappointing. This is not how I remember them. This seems like such a scam. How can that be??!
Business Response
Date: 02/27/2024
We are sorry to learn of Ms. *********** return experience.We have reached out to her directly to provide a suitable resolution.

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: 03/12/2024
There has still not been a resolution on this. I have been reaching to Eddie Bauer since December and they keep having open promises and then reasons why I didnt receive a refund. This case needs to be remained open at this time.
Business Response
Date: 04/05/2024
Our records indicate we mailed the refund check on 3/15/24 and the customer cashed the refund check on 3/18/24. We have attached an image of the check for reference.
Sincerely,
Eddie Bauer Customer Service
Business Response
Date: 04/05/2024
Our records indicate we mailed the refund check on 3/15/24 and the customer cashed the refund check on 3/18/24. We have attached an image of the check for reference.
Sincerely,
Eddie Bauer Customer Service
Initial Complaint
Date:01/30/2024
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.
On January 30, ****, I went to Eddie Bauer store at around 2:30 pm in ************, ** to return a pair of snow pants. I ordered online two pairs of tan snow pants. One of the pants was a medium short the other was a large short.I received one pair of large short, tan snow pants, which was correct.The other pair I received was a royal blue large, regular snow pants in a different style.I went to the Eddie Bauer store in ****************** to return the blue snow pants in person. The sales associate refused my return because she reported to me that even though the wrong item was sent to me, I could not return it in the store because it would mess up her inventory.Eddie Bauer return policy is as follows: We want all our customers to be happy with our products. If you are unsatisfied with your Eddie Bauer product, you may return or exchange it in its original unworn/unused condition with proof of purchase within one year for a replacement or a full refund in the original form of payment.1. There is no mention of the restriction that stores cannot take returns when the wrong item is shipped.I explained all of the above to the sales associate, but she still refused to accept the return. Because Eddie Bauer accepts returns within 365 days of purchase, and this purchase was made within this timeframe, it should have been accepted by the store.Because the sales associate did not follow the store policy for returns I am seeking a refund of $121.00 (the cost of the item and sales tax.)
Business Response
Date: 02/15/2024
We are sorry to learn of ******************** experiences. We have reached out to Ms. ***********;via phone and email to address her feedback to advise of our resolution to resolve. We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience she experienced.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 02/16/2024

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,

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.