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:12/28/2023
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.
Locked out of account.
Business Response
Date: 03/20/2024
We are sorry to hear of Ms. ******* online experience. Our records indicate our customer service team had Ms. ******* online account deleted so that she could create a new 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 Service
Initial Complaint
Date:12/26/2023
Type:Billing 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 was gifted a gift card and have used it before with no problems. I know there is a balance on it and have tried using it a few different times and the card is not accepted. I know there is a balance on there and I called customer service like I was told to do and I had 2 different people tell me 2 different amounts on my card. One told me I had $56 on it and one told me I had $25 on it. Even though they told me difference amounts, and I know there is some sort of balance on it, I tried going to the store again to use it and again, it does not get accepted. It shouldnt be this hard to get a simple balance of a credit card that someone bought with their own money. And now I cannot use the money on the gift card because I cannot get a resolution to the problem or for someone to actually tell me how much is on the card. I go to Eddie Bauer very often, to where the employees know me by name. I want this card issue resolved and then I plan on never going back to Eddie Bauer again. This has been a headache and nightmare dealing with this for a few months now. This was a birthday gift to me and I cannot even use it.
Business Response
Date: 12/26/2023
We are sorry to learn of ************ recent 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.

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 12/27/2023

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:12/21/2023
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 made an online purchase that was $141.44 on September 14, 2023 using PayPal. The order was processed on September 20th 2023. It was 3 pairs of pants that didnt work out and were returned within the 1-year timeframe. I mailed them back and, according to the package tracking, they were received on December 5th 2023. When I emailed customer service on December 20th I received an email the following day that said: The credit to your account cannot be processed because of system errors. In order to obtain the refund, please contact your financial institution and submit a Credit Not Received dispute for the amount to be refunded. In response to this dispute, we will promptly accept it, allowing the funds to be returned to your account.This feels like a scam and I am not very confident that my refund will happen.
Business Response
Date: 12/22/2023
We are sorry to learn of Ms. ******** return experience. We have reached out to ****************** by phone and email to advise that our records indicate we processed a refund on 12/21/2023 to Ms. ******** PayPal account. She should have received an email from PayPal the same day.
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 Care
Initial Complaint
Date:12/21/2023
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 made an order (********) on 10/18/2023. I received an email on 10/25 saying the order shipped. The order never did ship. Tracking number they provided was invalid. I never did receive this order. I contacted their customer service and can not get thru to anyone. They do not answer their phones or respond to emails.I really feel like Eddie **** stole my money. Its been over 2 months and I never received what I paid for and I never received a refund. Now I am out what I ordered and I have to pay interest on their mistake.I will need them to make a full refund.
Business Response
Date: 12/22/2023
We are sorry to learn of **************** experiences. We have reached out to ************ via phone and email to address his feedback and advised of our resolution to resolve and to extend a service gesture.
We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience he experienced.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 12/27/2023

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 as long as they follow through with the proposed solution. If not, I will have to file again.

Sincerely,

*******************
Initial Complaint
Date:12/15/2023
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 had something very bizarre happen to me tonight. I am a nurse I am 69 years old I work full time. I discovered an email after my shift from Eddie Bauer. The email accused me of foul language and calls to Eddie Bauer. I find this flabbergasting because I was working in the ** all day and did not make a call to Eddie Bauer. I'm thinking somebody got into my Eddie Bauer account and attempted to use my account. I think this is very scary that someone breached into my account but more disturbing is the fact that they impersonated me and attempted to order something evidently. I can't really understand the email. I do shop with Eddie Bauer I've shopped with Eddie Bauer probably since I lived in ******* back in the '80s. I'm hoping you could help me resolve this issue. I am hoping my credit card did not get breached by this breach into my account. It looks like someone attempted to order something. Once upon a time ago I had a relative who worked for Eddie Bauer and I could have called her but she retired years ago. Please help me get to the bottom of this issue and please help me find out where they're my personal credit card information and personal information for that matter has been breached. I also am offended that anyone would connect me to something of this bizarre nature. Thank you
Business Response
Date: 12/23/2023
We are sorry to learn of Ms. ******* confusion. Our records indicate that *********************, ********************* and ***************** are one in the same. We wish to no longer do business with these people due to the abusive and vulgar language used towards our associates.As this decision is final, we will not be responding to her emails or calls going forward.

Sincerely,

Eddie Bauer ****************
Customer Answer
Date: 12/31/2023
I wish for you to open back up my complaint. My name is *************************** I am 77 years old I am not connected to any of the people that Eddie Bauer complains about here. What in the world is going on? Please explain. Thank you. If I have to contact an attorney to get to the bottom of this I will because I have $150 credit at stake here. Please explain and advise. Thank you
Customer Answer
Date: 12/31/2023
My name is *************************** I have a complaint against Eddie Bauer. Your response was inappropriate to me. I did not hear from the business nor is there anything in your email to respond to. I did not hear from the business. I want you to open back up my complaint and next time please contact me properly or have the business contact me properly. This is ridiculous I have been a customer of ********************** for years and years and years. I am a senior citizen I don't understand what happened here all as I know is somebody got into my Eddie Bauer account and tried to scam something out of someone because their response to me was absolutely inappropriate when I called. I would appreciate your assistance thank you. You also did not put my complaint number in your email to me so I cannot address this with the complaint number. If I don't hear from you and I am going to refile my complaint
Customer Answer
Date: 01/04/2024
I am replying to this email. I wish to have my complaint reopened. I am in the Coast guard I did not answer on time because I shipped out for training. I don't know what Eddie Bauer is referring to I have never had any trouble with Eddie Bauer and I have been a customer for ***************************************************************** maybe my credit I'm not sure what's happening but I have not had a conversation with Eddie Bauer and I have had no trouble with Eddie Bauer and I don't know how they could say that they are familiar with the name ****** because I just got married they would not even know my married name and they wouldn't know my maiden name either because this is ridiculous absolutely ridiculous I have a $150 credit with Eddie Bauer in the form of a gift card. If they are not going to honor my credit I suggest they refund my $150. If someone comes to my home and does not wish to do business with me anymore and they have a credit with me I am not ethically able to keep their credit and neither is Eddie bauer. I want my hundred $50 return to me in the form of a check immediately.
Business Response
Date: 01/04/2024
We are sorry to learn of Ms. ******* confusion. Our records indicate that *********************, ********************* and ***************** are one in the same. We wish to no longer do business with these people due to the abusive and vulgar language used towards our associates. As this decision is final, we will not be responding to her emails or calls going forward.
Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 01/05/2024

Complaint: 21010911

I am rejecting this response because: I am not connected to this person Eddie Bauer speaks about. I've been a good customer for over 30 years. This is bizarre. Nobody cursed at Eddie Bauer. I am a ********** I am thinking that my account got spammed? This is outrageous. Plus I returned a pair of boots and this company owes me almost $150. The boots got sent back because they did not fit. I would like my card credited please. This is absolute craziness. The attorney general has so many complaints against them in *******, I saw this. They're toll free number has apologized to me and they can't understand it either. They tell me somebody got into my account and spoofed me trying to get information and my credit? They told me to call corporate. There is no way to call corporates. Please help me straighten this out and get my money return to me. Thank you

Sincerely,

*********************
Customer Answer
Date: 01/12/2024
I have been an Eddie Bauer customer for over 30 years. Half my house is decorated with Eddie Bauer merchandise also. I purchased a pair of boots. I sent them back. I received an E Credit. I went to use my E Credit to buy something else and my credits had zero when they were supposed to have the exact amount refunded me. I have complained and complained to complain to every phone number I can find. Then I received this outrageous letter in the mail. My name has not been ****** for years and years. I did not curse at Eddie Bauer I am a ********* I am 72 years old and I am also a deacon in the church. I was told that someone spoofed my account and that there was a data breach and someone has been in there pretending to be me attempting to use my money IE credits. I did get that far with the information but I am being blamed for something here that did not occur and my $150 has been taken from me illegally. I have contacted the ************************* in ******* and I should contact them in ******** if this is not resolved. S p a r c owns Eddie Bauer. I have not been able to contact. I want this issue resolved I am scratching my head as to what happened over Christmas time here. If for some reason this business does not want me and they really don't have a good reason I would like my $150 return to me. This was a house credit that I have and it says good as cash so I would like my cash return to me at this point I am very disappointed in this company and if there was a data breach and someone is pretending to be me I should not be responsible. I am sick and disgusted over this and want it resolved. Thank you
Refund
Business Response
Date: 01/17/2024
If **************** would provide this order information that she is owed for, we would be happy to investigate further.

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: 01/20/2024

Complaint: 21010911

I am rejecting this response because: I have provided this order information a dozen times. I ordered a pair of boots for $140. The boots did not show. I used my Eddie Bauer gift certificates. They were supposed to send me my gift certificates back through cash star. They sent my gift certificates through Cash store when I went to use my gift certificates my gift certificates had no money on them and not by me! I did not use my gift certificates and Eddie Bauer took the certificates back evidently. This all started with a gift credit with a gift card whatever you want to call those things that I had for years and years that I saved and finally used. I do not have it anymore. I do not have my order number anymore. The boots did not show up. Therefore I want my $140 in credit returned to me

Sincerely,

*********************
Customer Answer
Date: 01/23/2024
Dear *******. I have been dealing with cash star and Blackhawk and Eddie Bauer. I had three gift cards. I used the gift cards to order my retired police officer ******* a rain jacket. The rain jacket did not come. I was charged. My gift cards have no money left and I did not receive the jacket. On top of all this Eddie Bauer states there was abusive language. I am a ********* I am a Mennonite and furthermore an eighth grade school teacher and I do not use abusive language. It is getting getting clear that someone has gotten into my account in order to obtain my information. Eddie Bauer has had breaches like this in the past I have read on the internet. If Eddie Bauer does not wish to do business with me anymore that does not excuse the fact I did not receive my jacket or credit back to my gift cards. I would like my three gift cards return to me in the form of a check and I will gladly accept this. It is myself and my ******* in my home no one uses abusive language I find this whole situation very perplexed and outrageous. I have sent you everything I have. these three gift cards are empty because I use them to buy a men's gray insulated rain jacket that did not arrive to my PO box **** Williamstown ********** *****. The entire post office has searched for the jacket right before Christmas because it was a gift. It is only fair I either received my jacket or my money returned. I have attached the letter from Blackhawk who owns Cash star who Eddie Bauer uses for their gift cards. I have attached my gift card balance and I have attached a photo of the same original gift cards with $94.28,11.07 and $22.12. clearly the money was used because you see my balance that Blackhawk sent me. You also see the better Business bureau complaint with Blackhawk were Blackhawk says to deal with Eddie Bauer and cash star. It's quite simple I did not receive the men's rain jacket. Either send me the men's rain jacket or refund this amount of money to me in the form of a check if Eddie Bauer believes I am part of some kind of bad language. Thank you I will be phoning the better Business bureau tomorrow to clarify this.
Business Response
Date: 01/23/2024
I spoke with ******* today. We are sending out a replacement jacket for the one that was canceled and we are issuing a refund check for $1.90 to cover the remaining balance of her gift card. We consider this matter to be completely closed and will not be replying to any additional BBB complaints, or contacts from this customer.
Initial Complaint
Date:12/14/2023
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 PURCHASED TWO ***** VIA MY CELLPHONE, USING MY CITIBANK CHECKING ACCOUNT DEBIT CARD, THE ***** FOR BOTH ***** INCLUSING TAX AND SHIPPING WAS $ ******. THAT WAS ON NOVEMBER 3, 2023.I RECEIVED THE PACKAGE WITH BOTH ***** ON NOVEMBER 9, 2023 AT THE ********** ******** POST OFFICE WHERE I RENT PO BOX 274, I OPENED THE PACKAGE, AND DID NOT LIKE THE ****** CLOSED THE ORIGINAL PACKAGE UP WITH TAPING FROM THE POST OFFICE EMPLOYEE AND MADE A LABEL THAT INCLUDED INSURANCE AND TRACKING. THE **** VERIFIED THAT THE EDDIE BAUER COMPANY, FROM WHERE THE PACKAGE ORIGINATED, RECEIVED THE PACKAGE BACK ON NOVEMER 11, 2023.I STILL HAVE NOT RECEIVED MY REFUND OF $ ****** IT HAS NOW BEEN TWENTY TWO BUSINESS DAYS, SINCE EDDIE BAUER COMPANY HAS THE ***** IN THEIR POSSSESSION. PLEASE NOTE I RETURNED THE ****** AT MY EXPENSE VIA ************* POSTAL SERVICE, INSURED , WITH TRACKING.I HAVE TRIED TO PHONE EDDIE BAUER, IT SEEMS THEY HAVE NO OFFICE, YOU READ IT CORRECTLY, A RECORDING GOES ON, SAYING THEY ARE WORKING FROM THEIR HOMES, DUE TO COVID 19, HELLO COVID 19 ENDED. IT SEEMS THEY ARE STEALING MY MONEY. PLEASE FORCE THEM TO REFUND THE FULL AMOUNT TO MY CITIBANK CHECKING ACCOUNT, ASAP. THANK YOU . SINCERELY, **************************************
Business Response
Date: 12/26/2023
We are sorry to learn of Ms. ******** recent experience.Our records indicate the refund for order ******** for $187.92 has been processed.

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:12/13/2023
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 returned a coat that I had purchased online, using EB's return label. The return request was made on 11/4 and the coat was received by EB on 11/7. I had not heard anything by 11/15 so I contacted EB via their online contact form and was told that the return would be processed by 12/4 (21 business days after the return request was made). It is now 12/13 and I have yet to receive my refund, even though EB has been in possession of the return for over 5 weeks. There has been NO response to my follow up inquiries via reply to the customer service email and through the online contact form. Order #: ******** Return tracking #: **** **** **** ****
Customer Answer
Date: 12/15/2023
This has now been resolved. Eddie Bauer has issued a refund.
Thanks very much for your help!
Initial Complaint
Date:12/11/2023
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 with Eddie Bauer on November 27, 2023 for a down coat. I returned this coat on December 1, 2023 by ***** and it was delivered to Eddie Bauer on December 4, 2023.Today is December 11, 2023 so they have had my return for 7 days and refuse to issue my refund for 21 DAYS! THREE WEEKS! Eddie Bauer has zero customer service now. I used their pathetic, useless chat feature on their web site. Of course they couldn't find my order number so the chat bot couldn't help me. How convenient for them. You can't facilitate a refund on their web site because it says your order number cannot be found. You cannot reach them by phone or email. I emailed them twice when trying to get a return label. I received no response to either email. I then called them on their "refund" phone number and was on hold for 40 minutes and ended up hanging up and calling their "ordering" phone number and was also on hold so I hung up, but immediately had a return phone call from them (because they thought it was for an order).I could then use that guy, who expected to take an order, to do my return label. Amazingly, he could find my order number and issued a return label. That was December 1, 2023. The same day I returned the coat.*****, tracking number:9202390100351534875375 Delivered my return to Eddie Bauer on December 4, 2023.This is December 11, 2023. They have had the return for 7 days. I want my refund NOW and they refuse to refund my money. My third and final email to them was asking for my money to be refunded now and their first response to one of my emails was to say no, you will get your money returned to you in three weeks!Please make them change their horrific business practices. They're just keeping my money to make profit on it. I'm not stupid.Eddie Bauer phone ************** 9 am - 12:00 am ET- good luck getting someone to answer the phone. If you choose the "place an order" option, you might get helped.
Customer Answer
Date: 12/15/2023
I received a refund from Eddie Bauer today, 12/15/2023.
The issue has been resolved.
Thank you for your help.
*************************;
Initial Complaint
Date:12/10/2023
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 purchased multple products from Eddie Bauer online.I did not receive 2 of the items. They were 2 pairs of snow pants.Eddie Bauer claimed it was delivered. It was not.The carrier took a photo of the delivery. It was one of the other orders.Eddie Bauer will not send the snow pants or provide a refund.I spoke with two separate customer service employees. Both said I had to file a police report to get a refund. One even acknowledged that there was no proof of the package being delivered.There is an apparent policy that a police report needs to be filed. This policy has not been provided. It is not on the website.I asked to speak to a manager. I was told one would call me. I have not received the courtesy.Eddie Bauer has breached its contract with me. While the amount is nominal ($300), it is simply unreasonable that a company will not comply with its obligations.I get that there are probably people who fraudulently say items were not delivered when they were. However, Eddie Bauer has proof that the package was not delivered.The order number and tracking number are in the attached photo.
Business Response
Date: 12/19/2023
We are sorry to learn of Mr. ******* recent online order. When an order is not received by the recipient when tracking shows delivered, our procedure is to obtain a police report. Our records indicate Mr. ******* did obtain the report and a refund was processed on 12/11/23.

We are happy we had the opportunity to address Ms. ****** concerns. We apologize for any inconvenience he experienced and appreciate his business.

Sincerely,

Eddie Bauer Customer Service
Initial Complaint
Date:12/07/2023
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.
This is regarding order ********. I received the coat today and want to return it. I've been on hold for customer service to get a return label for over one hour twice today. Nobody ever answers. Tried to hit "return" on the website and it says the webpage isn't working. This has been going on for a week ever since I placed the order. The wrong coat was sent.
Business Response
Date: 12/18/2023
We are sorry to learn of ****************** recent experience. We have been in contact with ************** to address her feedback. ************** has advised that her refund has been receive and have addressed any other concerns.
We apologize for any inconvenience our customer has experienced and appreciate her for shopping Eddie Bauer.

Sincerely,

Eddie Bauer Customer Care

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Eddie Bauer, LLC is NOT a BBB Accredited Business.