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:11/03/2023
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 returned a gift from my grandmother for a gift card / store credit. It has been over 3months with communication multiple times on all channels and still no response. Please help.August 1 - Visited store. Informed by the staff that I was unable to complete a return as this was a gift from my grandmother and I do not have a receipt or order number. Product is Mens Peak XV 2.0 Suit August 6 - Mailed return and letter to ******************************************************* **** Tracking Number 1Z7659F0031221xxxx)August 11 - Confirmed receipt at dock by "******"Sept 12 - Spoke to ***** at customer support Sept 14 - ***** responded and said gift card would be mailed on Sept 26 Oct 27 - Spoke to ********. No gift card received Oct 27 Separately emailed Eddie Bauer Customer Support. Received an autoresponse stating that a customer service agent would contact me in 24-48hrs November 3 Still awaiting update from ********. He said 3 business days and I still have not received any updates. Also no response from emailed request November 3 - Chatted with ******* on Eddie Bauer chat. He said to wait another 3 days November 3 Separately responded to the email thread with this history.No action is occurring.
Business Response
Date: 11/07/2023
We are sorry to learn of ********************** experiences. 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 customers concerns. We apologize for any inconvenience he experienced and appreciate his business.
Sincerely,
Eddie Bauer *************
Initial Complaint
Date:10/29/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made 5 orders with Eddie Bauer. Their return policy says the following: "Returns made to our distribution center are subject to a return shipping fee of either $7 for ** customers or $10 for ******** customers." and "If you use your own return carrier, you are responsible for the return shipping costs.".Now that I made the purchases, Eddie Bauer won't give me a return address so that I can be "responsible for the return shipping costs" and not pay Eddie Bauer's $10 fee on each order.
Business Response
Date: 10/30/2023
We are sorry to learn of Ms. ********* return issue. The address to return ******** returns on your own can be located on our website:
*********************************************************************************************************

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 01/23/2024
Hello,

A few days ago, I observed a significant change in the address provided on the webpage you referenced (*********************************************************************************************************). Previously, the address was listed as Eddie Bauer Returns, ***************, *****************************************************************************. However, it has now been updated to Eddie Bauer Returns, ********************************************************

I wish to bring two concerns to your attention:

1- I have two return packages awaiting shipment : one for order #******** (placed on October 15) and one for order #******** (placed on October 27). Due to the change in address from ******** to ***, I am unable to utilize the shipping service I previously accessed for free. Therefore, I request that Eddie Bauer provides a return label and covers the associated return shipping charges.

2-I have already dispatched a return package to the previous ******** address (return for order #********). Given the recent change in address, I am uncertain about the status of this package. Could you please clarify what will happen with this shipment now that the provided address is no longer current?

I appreciate your prompt attention to these matters,

Thank you,

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

Business Response
Date: 02/07/2024
****This is the 3rd complaint from this customer for the same issue!
We are sorry to learn of Ms. ********* return issue. The address to return ******** returns on your own can be located on our website:
*********************************************************************************************************

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 02/07/2024
What????
This the first "complaint" and I asked a follow up question to your reply to this complaint.
I am still waiting for an answer.
Business Response
Date: 02/27/2024
We are sorry to learn of Ms. ********* return issue. The address to return ******** returns on your own can be located on our website:
*********************************************************************************************************
Which is:
Eddie Bauer Returns
*********************************************************
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 02/27/2024
Eddie Bauer is a mess to deal with. They provide a wrong return address on their website and blame the customer for that. Buyer beware!
Business Response
Date: 03/14/2024
Things often change, yes, the return address changed since this complaint was first opened. As far as the return for order 65165745, we have refunded $107.09 to her PayPal account. She should also receive an email from PayPal confirming this. Going forward the customer should contact our customer service team for the current return address if she does not want to follow the return instructions provided on our website.
Sincerely,
Eddie Bauer Customer Care
Initial Complaint
Date:10/28/2023
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.
On 8/23/2023, I placed an order for two shirts. I paid a total of $30.58, funded by a $20.00 Eddie Bauer Loyalty Reward (issued on 07/21/23) and a $10.58 charge to my credit card. On August 30, 2023, the day I received the shirts, I returned them to the store as they did not match what I purchased them for. I received an immediate refund of $10.58 back to my credit card and a refund of the $20.00 reward (or equivalent points) to my rewards account. Before returning the item, I confirmed with the store that I would get my reward certificate back. The receipt (copy attached) specifically states that "Returning items purchased with Loyalty Rewards will result in a refund of applicable Rewards to the member's account from which they were originally redeemed." In early September I called EB to inquire as to why the rewards had not been credited back to my account. I was told to check in a few days. When I called a few days later, I was told it could take a few weeks. I called back on Oct 1, and was told the rewards are posted quarterly and that I should see the $20 reward back in my account by the middle of October. I called again today, 10/28/23, and the representative said nothing that I had been told previously was correct. (This also is what each prior representative has said.) Since the last reward was issued on 7/21/23, it has been over a quarter and I have not received any certificate for $20 or ***** points credited to my account - - nor does my reward balance indicate that I am owed a credit. (Also attached is a copy of my EB Loyalty Rewards history.) To the contrary, I get continual reminders that I need to spend another $90 something dollars to get my next reward. I have a valid receipt indicating I am owed a $20 reward (or ***** points) for use immediately on Eddie Bauer purchases, and Eddie Bauer needs to comply with its own written agreement.
Business Response
Date: 10/30/2023
We are sorry to learn of Ms. ******* rewards issue. 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 and appreciate her business.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 10/30/2023

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. I very much appreciate the BBB's service, as this resolved, in 24 hours, a straightforward issue that two months of phone calls to multiple customer service reps of the retailer could not.

Sincerely,

*************************
Initial Complaint
Date:10/27/2023
Type:Customer Service 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.
Online order purchase date 9/4/2023 for total amount of $59.49. $25 gift card and $34.49 via credit card. Item received was not item ordered, Eddie Bauer sent incorrect item. Returned to Eddie Bauer which was received on 9/12/2023. **************** guaranteed refund partial to credit card a new issued gift card within 7 days or receiving returned item. No refund applied until 10/5/2023 and it was a partial refund to my credit card of $19.48. No additional refund to credit card received or $25 replacement gift card issued. Several emails to customer service as well as written correspondence to the *** without resolution or acknowledgment. It has been 45 days since they have received the item.
Business Response
Date: 11/01/2023
We are sorry to learn of Ms. ******** return issue. 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 and appreciate her business.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 11/06/2023

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,

***************************
Customer Answer
Date: 11/19/2023
Eddie Bauer has not fulfilled their obligation to provide a full refund. Per the attachment they stated an expedited check of $15.01 would be sent. I have not received said check and Eddie Bauer continues to not respond to my inquiries for status updates. I would like to continue to pursue the complaint against the business.
Business Response
Date: 12/06/2023
Our records indicate the refund check was delivered on 12/1 via Fedex.
We appreciate the customers patience.
Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 12/07/2023

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:10/23/2023
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.
placed an order for parka online at 11/oct/2023. didn't receive it for 10 days. so I opened a chat and they said I would get an update soon and in return, next day I get an email that order was canceled from their end. I contacted live chat again and I was told I would be given free expedited shipping along with price difference pay and 20% discount. again I placed fresh order in good faith and when I asked them when it would be shipped, they said 29th and I was like how is that expedited shipping? now they said ok we can cancel your order. Now, I have paid 217$ for parka and expedited shipping and I get to know it has still not been shipped and I might received it by end of month and that is also not sure. how is it good customer retention?
Business Response
Date: 10/24/2023
We are sorry to learn of Ms. ****** recent attempt to place an online order. Our records indicate order ******** was placed on 10/22/2023 at 6:27 pm PST. The expedited shipping timeframes for ******** orders are 3 days for expedited and **** for standard.The customers order is shipping via expedited. The package made it to the border today, 10/24. The customer must wait to receive the order.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 10/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is alright. However, I had to go through 13 days of waiting including past order and 3.5 hours on live chat with business to get this sorted. This kind of mental harassment and torture should be avoided and if the company commits something they should do it promptly rather than waiting for the customer to budge in and talk with customer support for 1 hour just to get heard and get a resolution.

Sincerely,

*************
Initial Complaint
Date:10/21/2023
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 a Mens Mountain Town Insulated Parka jacket from Eddie Bauer and paid for expedited shipping on 10/13/2023 with an expected arrival date of 10/17/2023. The ***** tracking information shows that the jacket was never received by ***** (Eddie Bauer never sent it). ***** tracking number is ************. When I contacted Eddie Bauer, they refused to cancel the order. In addition, they said that I have to return the item (that I never received) to a get a refund. Half of the time that I call or email Eddie Bauer they ask me to call or email again the following day. Obviously, I can't return a jacket that they never sent. I want a refund for the $189.99 for the jacket that was never sent and $16.99 for the shipping costs.
Business Response
Date: 10/24/2023
We are sorry to learn of ****************** recent order experience. Our records indicate **************** reached out to our customer service team and they have refunded the customer for 3 items that did not ship. The package shows it was returned automatically to Eddie Bauer. A refund was processed to the original method of payment.

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: 10/24/2023

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:10/11/2023
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 bought clothing from Eddie Bauer and needed to return 2 shirts. They had a computer issue and assured me it would be resolved. It has not been resolved. i have wasted too many hours trying to return these items. One agent told me it would be resolved within 2 days. It was not. I waited a long time to speak with another agent who assured me over a week ago she would email a return label. She did not. I checked my junk mail as well. I have contacted them numerous times through email with no response. I have called many times only to wait 20 minutes and still not speak to an agent. I want a full refund at this point. My time has been wasted and my concerns have gone unanswered.
Business Response
Date: 10/12/2023
We are sorry to learn of Mrs. ******** recent return inquiry. We were recently upgrading our internal payment processing systems which caused us to have to turn off the option to print return labels on our website. We have reached out to ******************* directly to address her concerns and send her a return label.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 10/12/2023

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:10/09/2023
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.
Ordered 2 jackets and requested expedited shipping. Merchandise not received. Made repeated phone calls and was informed that "Eddie Bauer was updating their software" and they would contact me when they had information on my refund. After waiting weeks received an e-mail indicating the refund was issued --- but received only $22.41 of my $127.59. ORDER#:64785786ORDER DATE:8/24/2023 SHIP TO:***************** ********************************************************************* Subtotal$99.00 Shipping$16.99 Estimated Tax$11.60 Total$127.59
Business Response
Date: 10/12/2023
We are sorry to learn of ************ recent order issue. 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 and appreciate her business.

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 10/12/2023

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:10/05/2023
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 ordered a jacket from Eddie Bauer on 9/15/2023 (order #********). I didn't like the quality. I would like to return my jacket and get my money back. The online order return system is not working, although the system to order products is, of course. I chatted with customer service at the beginning of this week, and they said they had computer problems, and to contact them in a week or two! They said I could return the item to a store, but I don't have one near me. I asked if I could just send my purchase back to them, without using the online system and they said no. It seems very suspicious that there is no way to send back my order and receive a refund.
Business Response
Date: 10/06/2023
Dear *************************,

Thank you for contacting Eddie Bauer. We are happy to say that our system has been restored. Please ignore the above return label, it was send by mistake

We have created a correct return label for you. Here is the attached file in this email.

Please allow 24 to 48 hours for you to receive the label in your email. If the email didn't arrive in your inbox, be sure to check both your spam and junk folders. Please allow 14 business days for us to receive and make a record of your return. You will be notified via email once we receive it then, additional 7 business days thereafter for us to process your return.

We hope this information has been helpful. If you need further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.

Thank you for being a member of the Eddie Bauer Adventure Rewards Program.

Sincerely,
Eddie Bauer Customer Care

Customer Answer
Date: 10/07/2023

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:10/04/2023
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 made a purchase online and sent it back because it did not fit. I received an email stating that my return was received and i was issued a refund, however, when i checked my credit card online the refund was not there. I contacted customer service and was told the refund was issued on 9/25/2023. Today is 10/4 and as of today I still have not received my refund. My order number is ********. This will be the last time I purchase anything online from this company. It's very frustrating!!
Business Response
Date: 10/06/2023
We are sorry to learn of Ms. ******** recent return. We were upgrading our internal payment processing systems which caused delays in the processing of orders, and we were not able to process return refunds. This is not the normal time it takes for return refunds to process. All refunds have been processed.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 10/06/2023

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,

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.