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.
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:01/27/2024
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 bought a pair of pants with a gift card. the order number is #********************* My pair of pants are valued at $56.17. My order was canceled the pants were no in stock. I have called several times and EDDIE BAUER argues that they sent me an email with a new giftcard number and that I have to check the **** folder. I have done that religiously since January 16 and the company has not sent any email from consumercare. I have called several times inquiring and I am told that the customer representative based in ****** cannot do anything. The costumer rep keeps changing times. First they told me to allow 48 hours, now I called again and they told me that because the issue was ESCALATED I have to wait 5 business days. This was a Christmas gift and I ordered my pants from the EDDIE BAUER Store in ********* (order placed online on 12/29/23). When the order was cancelled I lost the pants and the value of the gift card. I need resolution either my pair of pants, refund or store credit to buy something else.
Business Response
Date: 02/27/2024
We are sorry to learn of ************************ order experience.We have emailed a $75 gift card to her email address provided to you.

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: 02/27/2024

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:01/25/2024
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.
Hello,I purchased a backpack from Eddie Bauer on November 25, 2011 for $51.46 under the condition of a lifetime warranty. The backpack has torn. I took it back to Eddie Bauer and they informed me that they don't have a lifetime warranty anymore and would not replace my backpack. I would like a replacement backpack of the same style as my backpack. Thank you to any help you can provide!
Business Response
Date: 01/30/2024
We have attempted to reach **************** on 1-26-24, via phone and email. We are awaiting her reply to provide the requested information listed in our email to her.
Sincerely,
Eddie Bauer Customer Care
Initial Complaint
Date:01/25/2024
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.
Have ordered for years, first time not to receive refunds. Refunds not processed from October 2023 to December 2023. Repeatedly went on Live Chat to get help & they would say: It will be refunded in 3-5 businesses days. They would all say they would help. Finally after many wasted hours, 1 call center guy said he had started the process. 4 weeks later & nothing. More hours online. **My Order History shows all orders which I returned were received at the depot in ***********. I also have records of the tracking numbers. ** I have attached the email trail. I think someone is stealing the refunds!! After I spent hours online & waiting for a live *************** Chat and after I said I was going to contact the police, finally 1 person said he processed ALL 8 refunds. NOT true...3 are still missing. I called ********** tracked today & indeed 3 are missing. (See email attached for missing refunds.)In total $853.76 is still owned to me. I am in my 70's and have bought at Eddie Bauer stores & now online for years. This is a terrible way to treat customers. I contacted BBB for help before reaching out to the ********************** *Please refund my money. *Please refund the 8 X $10 you charged on each order for the returns as an additional refund of $80.* Please explain why the *********** is not serving customers. * Please explain who is getting the customer's refunds.And finally...please explain why you continue to send emails for **************** but FAIL to say that you will not refund orders.Thank you,*********************************
Business Response
Date: 02/09/2024
We are sorry to learn of Ms. ********** recent return experience. 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 ****************
Initial Complaint
Date:01/24/2024
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.
Order ******** was placed and when I received them the size 8 was too big. Took them to the store in ************** in **********, ** and the person there couldn't do the exchange. He said they had none in store and didn't seem to know how to do it on the computer. Returned the order there and said I would call in to get it done. Called today and was told by customer service they couldn't match the price and I'd have to pay the full $140 plus tax and shipping and then they could go into the back office at another time and price adjust it. This is not acceptable. I've had nothing but trouble with your customer service.
Business Response
Date: 02/20/2024
We are sorry to learn of ****************** experiences. We have previously addressed and advised ************** of how she would need to proceed to receive a price match. We will reach out to ************** again and address her inquiry.
Sincerely,
Eddie Bauer Customer Care
Business Response
Date: 02/26/2024
We have been in contact with ************** and reached a resolution suitable to all. 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 Support
Initial Complaint
Date:01/16/2024
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.
In 10/2023 I ordered a rain jacket from Eddie Bauer, using my credit card issued by ************** When I received a confirmation email for the order, it included at $9.99 shiping charge. I have been an Eddie Bauer Friends member (608 951 208) for ************ are not supposed to pay shipping.I sent an email immediately requesting deletion of that charge. Days later, I received a message from their customer service indicating my due **** would be $38.16. I thought this was too low, but I pd. that **** on 11/2/23. A statement came with no deduction of shipping chg. I paid $21.69 on 12/1/23 for the balance of the rain jacket excluding the shipping. I then received an email from Eddie Bauer credit indicating I owed $97.84.I have called 3 different customer service nos. for EB 3-4x. 1/13/24 was the last time I called to get these extra finance charges dropped. I was on the phone 20 min. waiting for the women to come back on the call from collections, getting the finance charges dropped. The line went dead.I have read online that EB went out of business (chapter 11) & was bought by a holding co. The customer service has been screwy/non sensical. Next to last call to their customer service, I explained the situation, & said I wanted to close my account. The woman left my call to talk with her supervisor. She came back & said "if you will keep your account open, the finance charges will be removed." I just got another email saying my balance is $97.84. I have been trying to resolve this since Oct. when I placed the order. I have tried in emails and phone calls at least 7 times. Meanwhile they keep adding interest charges.I have an excellent credit score over 800. I pay my bills. I have read online other people have had similar experiences with Eddie Bauer and their customer service. I would like my acct. balance zeroed out. I have paid what the rain jacket cost. Please help me resolve this credit dispute.Thank you for your assistance.Best regards,**********************
Business Response
Date: 02/05/2024
We are sorry to learn of ****************** experiences. We have reached out to ************** via phone and email and requested a daytime phone number and time that we may reach her to discuss her inquiry. We are awaiting her reply.
Sincerely,
Eddie Bauer Customer Care

Business Response
Date: 02/06/2024
On 2-5-24: We had a conversation with ************** and realized that her issue with ************* is due ************** not paying the total amount due for her rain jacket order #******** placed on 9-10-23 not 10/2023, has noted. Also, ************** noted that she received a message from EB customer service advising an amount due that she even noted was too low and her bank statement noted the correct amount due for her order, but ************** did not pay the total amount due causing fees to her bank card account. Although ************** issue is with her financial institution, we are working to assist her with the bank in an attempt but no guarantee that any fees and interests can be removed due to the customer not paying the total amount due that was noted on her bank statement.
Also, we will provide ************** in writing the threshold that is required for EB Friends member to receive free shipping. This information is also noted on the EB website.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 02/07/2024
I have spoken to a ********** the president's ****** of Eddie Bauer twice. I am waiting for her to respond to me after she speaks with the Comenity Bank.
I have not been speaking to the bank. Only customer service at **********************.
Thank you,
***********************
Initial Complaint
Date:01/15/2024
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.
For 2 months they have been acting like they are refunding me for clothes sent back without actually doing anything.
Business Response
Date: 01/19/2024
We are sorry to learn of ************ 's recent experience. We have been in contact with Mr. *********;to address his feedback and apologized that due to a glitch in our system, his refund was not successfully refunded. He was advised that we have requested a check be sent to him as a refund for his returned merchandise.
Again, we apologize for any inconvenience our customer has experienced and appreciate his cooperation and patience for the delay.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 01/19/2024

Complaint: 21145794

I am rejecting this response because:
I read online that the cheque doesn't even arrive usually after they do this. So I'll believe it when I actually get my money back.
This is a common course of actions for returns to them apparently. I'd never have placed an order if I knew all this before.

Sincerely,

***************************
Customer Answer
Date: 01/25/2024
I have not received any refund cheque.
Business Response
Date: 01/26/2024
Please note the below emailed sent to customer on 1-16-24, advising customer of the complete processing time for check.
Upon review of your inquiry, we apologize that due to a glitch in our system, your refund was not successfully refunded for your return on order ********. Because we are unable to refund the credit back to your original method of payment bank card ending #****, instead, we have submitted a $424.50/CAD check request be issued and sent to you. Please be advised that complete check processing can take up to 21 business days to receive.

Again, we apologize for any inconvenience you experienced and appreciate your patience.
Customer Answer
Date: 01/26/2024

Complaint: 21145794

I am rejecting this response because:
There is no good reason why credit card transaction can't be reversed. From reading forums I can see this has been the norm for everyone (no refund followed by cheque promise). In any case after I get my money back via cheque or any other method I'll be satisfied. For now I am skeptical of seeing any cheque after 21 days so rejecting.

Sincerely,

***************************
Initial Complaint
Date:01/12/2024
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 two online purchases on July 17, 2023 in teh amounts of $60.32 and $333.07. I received the items and after trying them on, returned a number of them. I received a confirmation from Eddie Bauer that the returned items were received July 25, 2023. I have exchanged a significant number of emails with Eddie Bauer. I have contacted their customer service via phone a number of times (totalling several hours). They have confirmed that they owe me a refund in full for the $60.32 and a partial refund of $147.50 against the second purchase for a total of $207.82. However, they have REFUSED to credit me these funds. They specifically told me to go to my credit card issuer and file a complaint (absurd). I have done this, and will attach all the documentation I provided to **** of America (credit card issuer) for your review and backup; however, because I waited and waited and waited for Eddie Bauer to issue the refund my complaint with BofA is technically outside their dispute window, so they have not yet been able to act on my behalf here. So, I am hoping, perhaps the BBB can assist? It seems ridiculous to acknowledge that you owe someone a credit but refuse to issue it and ask them to get their bank to come after it. It's the equivalent of saying **** me"! Can you please help?
Business Response
Date: 01/19/2024
We are sorry to learn of Ms. ************** recent experience. We have reached out to Ms. ****** to address her feedback and to advise that due to a system glitch her refund did not successfully process. We advised that we will be refunding her via a check. We have extended an apology and sent her a service gesture for the delay.
Again, we apologize for any inconvenience our customer has experienced and appreciate her cooperation and patience.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 01/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
Want to note the credit being issued is a physical check due to system glitch; messages received indicated it could be up to 3 weeks for processing.
I am glad there is a resolution, but technically credit is pending/in process.

Thank you
Initial Complaint
Date:01/05/2024
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 and paid around $400 for two jackets (Order#: ******** & ********; 50% off on sale per advertising) as Christmas gifts for my family members on Dec 11 & 12, 2023 from Eddie Bauer. I received a confirmation of shipment from them after 3 days. However, I did not receive those two jackets until Dec 24, 2023. I called EB and got to know the two jackets have been sent back to EB due to failed shipment caused by EB system. I asked why EB did not contact me or send me any notice using my contact I left in their system regarding failed shipment. I got no reply. In addition, I requested EB to ship the two jackets back to me again on Dec 24. However, the answer was there is no way for them to ship jackets back to me again but making a new order for them. I was forced to cancel the order and get a refund by misleading information provided by EB on Dec 24 due to a failed shipment caused by EB. When they cancelled my original order in their system, they told me that two jackets paid by me were sold out already and they do not have any stock anymore. I asked how could they sell them without confirming with me as I paid them already? They do not care and did not give me any solution. I kept calling them so far starting on Dec 24, 2023, and no matter how many times I called them and repeat my request of getting the jacket back. I still did not get enough EBs attention on my case. I wish EB can respect customer and care about their rights.
Business Response
Date: 03/20/2024
We are sorry to hear of ********** order experience. Our records indicate we refunded the customer in full for both orders. Orders are placed 24/7 via our website and our customer service team. There are times when we run out of inventory to fulfill all orders.

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

Sincerely,
Eddie Bauer Customer Service
Initial Complaint
Date:01/04/2024
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 placed an order for pajamas and was charged *****. I did not receive the pajamas instead I received an order form from another person and different address. Inside the package was shirt. On the order form it said a backpack was in the bag. So there are huge issues with ordering.On 11/29 I was charged ***** and *****. The ***** was for a shirt that I did not order. They then sent me a refund on 12/9 for ***** and ***** and said it was for the pajamas that I never received. I keep telling them that they have not refunded me yet for the shirt ***** they charged me and I never ordered. I would like the ***** refunded to me. ASAP I have contacted them several times and we are going around in circles. This is horrible business. First charged for something I never ordered, receiving a packing slip with someone else's information.
Customer Answer
Date: 01/04/2024
The complaint has been resolved.
Initial Complaint
Date:12/31/2023
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.
I received a gift card last Christmas with the value of $100.00. I had not used it or even taken it ******************* until this December 4th, 2023. I tried using it at ******************* in ***********, **. The clerk could not get it to work. He never said anything about the balance, only that he could not get it to work. He gave me the number for customer service. I called a couple days later, after waiting on hold for 50 minutes, and was told that they had changed operating systems so some cards are working. She said she would send it to the appropriate people and they would issue or email a new card. I emailed later to find out why I hadnt heard anything, this time I was told that the balance was zero and it had been used December of 2022. I disputed that as I was going through some medical issues and would not have been able to use it. They didnt tell me where it had been used. And, why now all of a sudden was the balance at zero? Why am I getting two different stories? They have now said that out of the goodness of their hearts they would give me a $20.00 gift card. Even that hasnt happened. I now want to whole amount of my gift card. $100.00.
Business Response
Date: 01/17/2024
We are sorry to learn of Ms. ********* recent experience.Our records indicate that we reissued a new $100 gift card to ******************** on 1/4/2024. We also issued a $25 gift card today, 1/17 as she was promised by our customer service team.

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: 01/17/2024

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,

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.