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:10/02/2023
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 was informed by the company that my refund would be issued in 3-5 business days. That information was given to me on 9/18/2023. When the refund did not appear, they then told me it would take 21 days.
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
I received my refund.
Initial Complaint
Date:09/28/2023
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 purchased couple of items from the online store of Eddie Bauer.After receiving them 3 of the items didn't fit and I tried to start online return.The system didn't allow me and I tried to contact the company via the advertised on their website phone number. Going trough sever prompts to start the return, automated voice mail advised me that due to COVID their staff is working remotely and is taking only orders.Finally I send and email ( again - listed on Eddie Bauer website) and the answer was that their order management system is updating (I was not given timeline when I asked) and the only option I have is to return the items to the closest physical store.I don't have the time to drive 20+ miles to return those items - that why I am ordering online and expecting to do the returns the same manner.I do understand that some times software need to be updated and systems go offline, but established business as Eddie Bauer should thought about doable online alternatives before they shut their systems.I would like to receive return labels for my items and be reimbursed when the company receives them.I can't attach a copy from the email exchange due to incompatibility with your system. Best Regards,**************
Business Response
Date: 10/02/2023
We are sorry to learn of Mr. ******* recent return inquiry. We are currently upgrading our internal payment processing systems which have caused delays in the processing of orders, and we cannot currently process return refunds. If he needs an immediate refund, he may return to the store. If he chooses to return through the mail, there will be a delay in the refund.

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

Sincerely,
Eddie Bauer Customer Service
Initial Complaint
Date:09/28/2023
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.
Ordered 3 pairs women's slacks. Order #********; #********; #********. None fit - called to return all in 1 package. Said okay & sent me return label via ****** Tracking #************ verifies return delivered to *********, **** on 8/28 at 2:21 PM signed for by ******. Called 9/7 and told refund would take 21 business days. Today, 9/28, called and told cannot send all back together but system is in process and should be finished 10/2 and refunds will be processed within 3-5 business days after that.Doesn't make any sense to me - I'm afraid I won't receive any refund from them.
Customer Answer
Date: 09/29/2023
Originally, on three separate order numbers, I spent a total of $202.65 ($66.65 and $56.79 through Paypal; $80.00 through TD ****** Just now I received an email telling me I have been sent a partial refund. I reviewed Paypal and see two refunds of $46. and $56. but nothing sent to TD Visa.
I emailed customer service requesting the full amounts of $66.65 and $56.79. I'm sure they are probably holding back the original shipping charges but I requested them back as well since I've had to fight to get my money back, several times, in a timely fashion. They've had the merchandise since August 28th - a full month ago.
I will alert you if I do receive the $80.00 payment still due.
Thank you,
*************************
Business Response
Date: 09/29/2023
We are sorry to learn of ******************* recent return inquiry. We are currently upgrading our internal payment processing systems which have caused delays in the processing of orders, and we cannot currently process return refunds. We have reached out to ******************* directly to address her concerns.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 09/29/2023

Complaint: 20668935

I am rejecting this response because: they only contacted me through email to say they were sending me a partial refund. They did send me two partial refunds - just today - but only after they realized I contacted your Bureau. I am still waiting for the additional $80.00 refund and the additional $20.65 that should have been included with the two partial refunds. I am concerned if I say I accept their response I'll never see the money. I truly don't trust them at all.
In addition, I saw the negative score of "F" for Eddie Bauer on your site once I contacted you earlier and was shocked. They seemed like a good company but after my experiences with them on the phone today - I spoke with four different people - and their excuses, I really don't have any faith in their response.

Sincerely,

***************************************
Customer Answer
Date: 09/30/2023
Here is the latest email I received from Eddie Bauer.
Eddie Bauer Customer Support Sep 29, 2023, 8:09?PM (12 hours ago) to me
Dear ***************************************,

Thank you for contacting Eddie Bauer. We sincerely apologize for any inconvenience caused due to the delay in receiving the refund. We will do our best to assist you further in this matter.
As we can see from our end, you have already been refunded $56, $46, $80 for Orders #********, #******** and #******** respectively. The amount will be reflected on your account within 710 business days. We will issue you a gift card of $20 as soon as our system update gets fixed, which we are anticipating very soon, or you can place your new order and we can refund you $20 from that order as a courtesy for the inconvenience.
We apologize once again for any inconvenience caused. If we can further assist you, please reply to this email or contact us via live chat at eddiebauer.com.
Thank you for your continued loyalty to Eddie Bauer.
Sincerely,
Sayani A.
Eddie Bauer Customer Service
I did respond telling them I do not want a gift card as I will never purchase from Eddie Bauer again. I just want my $202.65 refunded in total. I won't settle for anything less.
No one should have to fight to have their money returned. They took the purchase price from my account as soon as I ordered the items - now they have the items back and still much of my money - this just isn't right.

Business Response
Date: 10/11/2023
All refunds have been processed.
We are happy we had the opportunity to address our customersconcerns. We apologize for any inconvenience she experienced and appreciate her business.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 10/13/2023

Complaint: 20668935

I am rejecting this response because: the last refund, $*****, was finally attempted to be refunded to my **** on 10/2/23. However, that **** card, not the account, was closed on 9/28/23 because it was compromised. The bank sent me a new card to go with that account. When I finally found out that the money was refunded I called ******* to find out where the money went and they said it was returned to Eddie Bauer. I didn't find any of this out until I called Eddie Bauer and TD on 10/10/23.
On 10/12, I again called Eddie Bauer and was told they would not refund a different **** number; but, they could research this and send me a check for the *****. So, I'm still waiting for them to research the account and then send me back the refund. I received an email from them, on 10/12, stating that they put in a request to research this refund.
So, until I receive the final amount I cannot accept their response.

Sincerely,

***************************************
Business Response
Date: 10/24/2023
We have requested a refund check be expedited to the customer for $80. This is issued via the finance team so will take up to 21 days to receive.

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

Complaint: 20668935

I am rejecting this response because: Eddie Bauer sent the $80.00 to ******* on October 2nd; however, ******* returned the money because - believe it or not - that credit card was compromised on September 28th, so the account remained opened but they had to issue me a new credit card with a new number. I called and asked Eddie Bauer to refund the money to ******* on the new credit card but they refused. At that point they said they could issue me a check. Today is October 24th and I am still waiting for the check.
Wondering if I'm ever going to receive this $80.00.

Sincerely,

***************************************
Initial Complaint
Date:09/27/2023
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.
Supposedly my refunds for two separate return orders were authorized on 9/19/23. I was advised to allow 7 business days for them to post to my account. It has been past 7 business days and nothing has shown up. Eddie Bauer customer service has been useless with helping resolve this issue.
Business Response
Date: 10/05/2023
We are sorry to learn of ******************** recent experience. We have been in contact with **************** to address her feedback and to advise of our resolution to resolve. We are pleased that we have the opportunity to work with **************** and we sincerely apologize for any inconvenience she has incurred.

Sincerely,

Eddie Bauer Customer Care
Customer Answer
Date: 10/05/2023

Complaint: 20666070

I am rejecting this response because I will know that you have followed through when I see the refund credit post to my account. It seems to be taking a lot longer that what I was told on 10/2/2023.

Sincerely,

*****************************
Customer Answer
Date: 10/16/2023
They finally refund my money around the 1st part of October. I will not be shopping with them ever again.
Initial Complaint
Date:09/19/2023
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.
On 1 Sept 2023 I placed an order for three items. My credit card was charged and package was shipped on 5 Sept 2023. Eddie Bauer states 5-7 business days for shipping. Package was not received until 15 Sept 2023 (9 business days). I requested a return of two of the items which had arrived too late and was promised on 15 Sept 2023 that I would also receive a refund of the $7 shipping charge in 3-5 business days. Now Eddie Bauer is once again moving the goal posts and saying due to "performing maintenance on our order management system" they cannot issue refunds and I will have to check back after 26 Sept 2023. They have great quality products but the worst customer service response I have encountered in a very long time.
Business Response
Date: 09/20/2023
We are sorry to learn of Ms. *********** recent delayed order and return inquiry. We are currently upgrading our internal payment processing systems which have caused delays in the processing of orders, and we cannot currently process return refunds.
Our records indicate that ************************ is working with a customer service team member and a refund will be processed as soon as our limitations are lifted as well as a gift card for a future purchase.

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: 09/20/2023

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: 10/02/2023
This is the second complaint I am filing with the BBB. On Sept. 19 I was promised a full refund for items I ordered by Eddie Bauer (0rdered Sep. 1, 2023; shipped Sept. 5, 2023; received and returned Sept. 15, 2023). I was told this refund would occur on or after Sept. 26, 2023. This was after many emails with the company and so I agreed that my complaint was resolved. However, Sept. 26 came and went and no refund. I was then told their refund system was still down and would be operational on Oct. 2, 2023 when I could expect a refund. Eddie Bauer is now saying that the system is unavailable and no refunds can be completed until after Oct. 13, 2023. In other words they keep changing the "goal post" unless you are willing to accept a gift card. It seems remarkable that a major company has a system problem for more than a month, and I am suspicious of their unwillingness to refund the amount to my original form of payment (credit card).
Refund
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

Complaint: 20627738

I am rejecting this response because:
I have not been refunded the full amount of my purchase as promised by Eddie Bauer contrary to their response.

Sincerely,

*********************************
Business Response
Date: 10/24/2023
We have requested a refund check be expedited to the customer for $80.57 for the return and return shipping fee. This is issued via the finance team so will take up to 21 days to receive.

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: 10/25/2023

Complaint: 20627738

I am rejecting this response because:
I find it unacceptable that a major company takes 21 days to refund a credit card charge. It has already been more than a month since the items have been returned. Returned Sept 15.
Sincerely,

*********************************
Initial Complaint
Date:09/16/2023
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.
Long story... purchased a raincoat in 3 sizes on at a time was advised poorly and was promised full refund on two coats. 3rd coat was promised the lower cost, less ***** and free shipping after over ten different communications I am still not receiving my proper credits. company refuses to answer emails , chat and phone resulted in NO followup, credit or callback. this has cost me HOURS of wasted time and still not the proper credits. advised company 3x that I would file a complaint a random response came with another customer's name on it. this company should not be in business.
Business Response
Date: 09/25/2023
We are sorry to learn of ****************** recent billing inquiry regarding charges/credits and have been in contact with her to address her inquiry. During her initial inquiry we were in the process of upgrading our internal payment processing systems which may have caused delays in the processing credits. Although a current September 2023, bank statement of charges and credits was not provided from customer, we have honored the past ********* card statement customer provided.
We are happy we had the opportunity to address our customers inquiry and apologize for any inconvenience incurred. We now consider this inquiry closed.
Sincerely,

Eddie Bauer Customer Care
Customer Answer
Date: 09/25/2023
** business has agreed to refund me the remaining credits as they were NOT posted
I would prefer to keep this inquiry open until I receive the checks. ADDITIONALLY. how can you accept such a VAGUE response from them!!! no proof, no amounts or dates listed!! but at least they were forced to respond to me so thank you!
Initial Complaint
Date:09/05/2023
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 am a member of the Eddie Bauer Awards program (member #*********). For this past quarter, I earned a $30.00 certificate (reward # Q969878636788). A copy of the Eddie Bauer Reward Certificate is attached. On 9/4/23, I visited the Eddie Bauer Outlet Store in ************, **. I purchased a Men's Long ******************** Sweatshirt which totaled $27.50. The salesperson asked if I wanted to apply a portion of my reward funds to cover the purchase and I agreed. The receipt is attached showing the $27.50 in reward funds used. Since I had $2.50 in rewards remaining, I decided to purchase a second item. However, when I returned to the register, the salesperson who helped me with the first purchase tried but could not locate the remaining $2.50 in funds. When I arrived home, I checked my Eddie Bauer Rewards balance, and no reward funds were showing available. I should have $2.50 remaining to use on another purchase. I would like Eddie Bauer to correct this mistake and apply a $2.50 credit to my Eddie Bauer Rewards Account to use toward a future purchase.
Business Response
Date: 09/07/2023
We are sorry to learn of ****************** recent retail purchase with his rewards. Our rewards are a one-time use and use it all or forfeit it. This is posted on our website for our customers:
Rewards are valid one time and may be used only (1) at U.S. and ****** Eddie Bauer retail locations, (2) online at eddiebauer.com (for products to be shipped to a **** address) or eddiebauer.ca (for products to be shipped to a ****** address), or (3) on phone orders. May not be exchanged for cash, used for credit card payments, or replaced if lost or stolen, except as required by law. May not be sold, auctioned, transferred, or combined with any other offer. VOID if altered or reproduced. Not valid on gift certificates/cards, or on prior or pending purchases. We reserve the right to cancel an order for unauthorized use. We may modify or cancel this promotion due to an error or unforeseen problems. Unused Reward amounts not payable in cash or subsequently redeemable. Cash value: 1/100 of a cent.
As a courtesy, we have emailed the customer a gift card to use on a future purchase.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 09/07/2023

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:08/29/2023
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.
On July 26, 2023 I placed an online order with Eddie Bauer. Before placing the order, I changed my address in my Eddie Bauer account, because it had my old address and I had moved in February 2023. I put in my PayPal information, then I noticed that the shipping address was incorrect, it was still shipping to my old address. I clicked on the change address icon, and instead of letting me change the address, the website just automatically placed the order without my consent. I tried to call customer service three times to change the address or cancel the order, and all the customer service agents told me was that there was nothing they could do to change or cancel the order. So the order was shipped to my old address and I of course do not have access to anything shipped to that address. The order number is ******** and the amount of the order is $115.15. I want a refund, as I did not get the merchandise I paid for.
Business Response
Date: 08/30/2023
We are sorry to learn of Ms. ********* recent order experience.We reached out to ******************** to address her concerns directly.

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: 09/03/2023

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. They have sent me a refund, and I am very pleased with their response to the issue. I hope that they look into the problems with their website checkout programming, as I would like to order from them again in the future, but I am wary of doing so now.

Sincerely,

*********************************
Initial Complaint
Date:08/12/2023
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 returned an item and was notified that it was received on July 11th. They said my refund would be applied to the form of payment that was used which was a gift certificate and PayPal. I received $2.78 via PayPal on July 11th. I still have not received credit via gift certificate. I notified them on July 21st and wS told it takes **** working days. I notified them again on July 28th. They said it was sent via PayPal. I notified them again and told them that it was $2.78 and I am still owed $29.59. Then they wrote back and said it was sent via a gift card, gave a card number, and said to check my spam, etc. I told them I do check it daily. I never received it. They responded with this "Upon checking you order #********, we are sorry to inform you that due to some issue the refund was not processed yet, we have raised the issue to the relevant team, please allow us 3 to 5 business days to process the refund. We are very sorry for any inconvenience that this may have caused you." I wrote again on August 3rd. This was my response."Upon reviewing your order, we can confirm that the refund has already been credited to your original mode of payment on 07/11/2023 amount of $29.59 for this return item (Flex Wrinkle-Resistant Sport Chinos, Classic). As you have mentioned, you still have not received your refund amount to your original mode of payment. Please allow us 3 business days to resolve this issue. We have received the request and are working on it." August 5th they again told me that they issued a certificate and again told me to check spam. I said I have received nothing and received this response.?"We would like to inform you that we have submitted the request to reissue or resend the gift card to your email address ****************** which is associated with your order. Please be advised it takes 9 to 14 business days to receive it. Please allow us the stipulated timeframe to resolve your issue."
Business Response
Date: 08/14/2023
We are sorry to learn of Ms. ******* recent return 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: 08/14/2023

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 will say, however, that no customer should have to go to these lengths in order to get a credit for a return.

Sincerely,

*********************
Initial Complaint
Date:07/22/2023
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.
On 07/22/2023 I placed an order for 4 pairs of pants in which should have totaled under $200. I then was charged $638.77! I immediately contacted the company and they refuse to cancel the order or correct the issue. Order number ********. Please help me and make sure they are not getting away with doing this to others.
Business Response
Date: 08/09/2023
We are sorry to learn of Mr. ******** recent experience.Our records indicate ****************** was able to cancel the order as soon as it was placed. We are no longer able to see the order to determine what happened or why his items were duplicated.

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

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.