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Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

This profile includes complaints for Eddie Bauer, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eddie Bauer, LLC has 58 locations, listed below.

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    Customer Complaints Summary

    • 249 total complaints in the last 3 years.
    • 103 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Only July 9th I purchased clothing for a trip I'm taking starting July 13th. I paid for overnight shipping on my order and it said it was expected to be delivered by the 11th. As long as it was delivered by the 13th I could make it work so I placed the order. On July 12th it still hadn't shipped so I reached out to customer service to ask when it would ship. They said it was scheduled to ship on the 16th. This is too late and I'll be out of town with no one to collect packages at my house so I requested that either they cancel the order or change the delivery address. I was told that they couldn't do either of those things, but that once the order shipped I could come back and request a refund. That didn't make any sense to me - even if Eddie Bauer is okay with reimbursing me for a package stolen off my porch because no one is there to get it - I am not okay with having such an obvious signal on my porch that no one is home. I reached out on ******* as well to see if they could help me there, but after being asked for my order number haven't heard back for hours. I still need the items for my trip so I've placed a second order to the address I'll be staying at but still haven't managed to cancel the first order. Just an hour ago I got an email saying 4 of 5 items are shipped and will arrive on the 14th. I'll be gone before they arrive and now they will sit on my porch and get stolen eventually and show people that I'm not home. But at least I can get my refund now that they've shipped right? Wrong. Multiple attempts to chat with a live agent have received no response. This has been the worst customer service experience of my life. I just wanted to cancel my order before it shipped after a shipping delay on their end, and was told it couldn't be done.

      Business Response

      Date: 03/20/2024

      We are sorry to hear of Ms. ******** order experience. If a customer selects overnight shipping, that only upgrades the shipping timeframe not the processing time. The order was placed on a Sunday and was shipped out within 3 days. The delivery process was done overnight.

      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:07/10/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife bought a pair of pants that were defective and came apart at the seams due to poor sewing/manufacturing. We sent the pants in via ***** as suggested by their customer service and were promised a credit or replacement pair in lieu of the defective pair of pants. We have email correspondence with the company to prove it and we still have not received any re-compensation or replacement for the manufacturing defects/stitching in the pants. We have tried calling and emailing on many occasions only to be put on hold or passed on to someone else and still have not received any resolutions. Their customer service is terrible and they are making it difficult on purpose in hopes we give up and they do not have to replace their inferior product.

      Business Response

      Date: 07/14/2023

      We are sorry to learn of ****************** experiences.  We have been in contact with ************** to address his feedback and advised of our resolution to resolve. 

      We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience he experienced. 

      Sincerely, 
      Eddie Bauer Customer Care

      Customer Answer

      Date: 07/14/2023

       
      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. Am disappointed that in order to get the business to try and replace their defective merchandise I had to go through the *** and it took me 9 months to do so. They tried to make it so difficult that they were hoping I would not follow through and they would be the only ones to benefit. With all the proof and email correspondence with the company, it should have been an easy fix and resolved a long time ago  through customer service and should not have needed to take so long and get this far. It would be nice if companies actually stood by their products and had better customer service.

      Sincerely,

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

    • Initial Complaint

      Date:07/05/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      The purchase of t- shirts from Eddie Bauer online was made June 30, 2023.I received an email advertisement that day stating a July 4th 50% off sale. I checked out online with 8 t/ shirts, $25 each. At checkout however, I was not being credited with the 50% off. I tried several times, went back & looked for a code to enter but website said I didnt need any code. Now I had spent much time trying to complete the purchase as they advertised & saw that there was a code being offered for 30%. I completed the purchase with my credit card, with the intent that when I called customer service & explained the bait & switch false advertising, theyd credit my card back with the difference I should have received. That did not happen. After speaking to a customer service ******************* they refused to credit me saying it was a previous sale?! I would like the 50% sale as advertised credited for $40 back on my card.

      Business Response

      Date: 03/20/2024

      We are sorry to hear of **************** order experience. Our records indicate a 50% discount was applied to the customers order, ******** on 7/11/2023.

      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:06/28/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife purchased a $100 gift card on 6/14 as a father's day gift for me. The money was deducted from our bank and we have a receipt, but the gift card was issued at $0. The cashier at the store recalls the transaction and advocated for us on a phone call with "corporate". After visits to the store, countless calls and emails, we still have no resolution. At best our experience indicates incompetence and a broken corporate culture, although I suspect fraud.The card was purchased in-store at the ****************. I have uploaded a receipt.

      Customer Answer

      Date: 06/30/2023

      Today the company has issued a gift card above and beyond what was originally purchased to compensate for their errors.  I am satisfied with this outcome.  Thank you for the support and kindly close this request. 

    • Initial Complaint

      Date:04/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/14/2023 I placed an order for 3 pairs of boys sweatpants. Package got shipped, but I never received it(tracking shows delivered), I ordered previously many times from EB and always received my goods, never had issues. So on 3/27 I contacted customer service and they replied that will resent the items. Items never got shipped again. I contacted EB second time 4/11 and customer service rep said they do not have certain color available anymore and I had choice of different color or refund. I replied that please change the color of original order. Nothing, absolutely nothing. Today is 4/29 and I have no good and no refund.

      Business Response

      Date: 05/02/2023

      We are sorry to learn of Ms. ******* recent order experience.We have reached out to Ms. ****** 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 ****************

    • Initial Complaint

      Date:04/10/2023

      Type:Product Issues
      Status:
      Resolved
      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 9/14/2022 I ordered three tops from Eddie Bauer. Order no ********. I paid through Paypal $86.37, I returned all three around the 23 of Sept. I received tops a day apart. 2 in one in 1 bag, 1 in one bag the next day. However I returned all three tops in one bag using one of the return shipping labels. When I went on their website they have 2 item returns listed on 9/29/22 and one return on 10/10 2022. I have made numerous calls and sent emails asking where my return on my Paypal account is. Finally on Feb 8 after one of my emails threatening contacting BBB they refunded $32.99 (which is the cost of the one top that I used return shipping label from) telling me they are checking on the balance. I kept inquiring when is the balance going to be credited. They keep saying they are checking it out and I should have an answer within **** business days. This never happened. On 3/15/23 I sent another email saying I think I might have figured out what happened. Since I used shipping label from the one order that only had one top in it and returned all three in bag it got logged in there business as one return. I told them they should check with their people about what happened to other 2 tops. Got email back saying are sorry I haven't received refund and they are happing to investigate. They needed order number and item numbers (really??). which if found incredulous, but I did give them detailed information AGAIN. I am so fed up with this and I would appreciate any help getting my $53.38 additional refund back.

      Business Response

      Date: 04/12/2023

      We are sorry to learn of Ms. ******** 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 and appreciate her business.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 04/13/2023

       
      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:03/29/2023

      Type:Product Issues
      Status:
      Answered
      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 previously opened Complaint ID #******** for this issue. I returned a jacket on 12/19/22 and received an email from Eddie Bauer on 1/9/2023 that my return had been received and "Credit to your original form of payment will be posted within 3 to 7 business days." By 2/7/23, I had yet to receive my refund, so I contacted Eddie Bauer's customer support chat and it did not help. I opened Complaint ID #******** with BBB for help on the matter and received the following response from the company: "The customer should receive the refund check within 21 business days." I still have not received the refund and so I am opening another case with BBB. A full refund is expected at this point, but for waiting 3 months, I also expect the below:1. An apology for the negligence and extended wait time 2. An immediate issuing of the refund with a case ID number from ********************** to follow up with them directly on the payment 3. A tracking number for the delivery of the check 4. An additional reimbursement beyond the refund amount for the withholding of my money for all this time

      Business Response

      Date: 03/31/2023

      We are sorry to learn of Ms. ******* refund 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 and appreciate her business.
                                                              
      Sincerely,
      Eddie Bauer ****************

    • Initial Complaint

      Date:03/22/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 January or February of 2020, I placed an order with Eddie Bauer on line. I received the item, but it was damaged. I immediately returned it and it was received by their *******, ********** Warehouse. Then COVID restrictions were implemented. I never received a full reimbursement. At one point they sent a gift card, but not for 5he full amount. I felt that since they sent a damaged item, I should receive a full refund. I tried for over 6 months to get the refund, but only received messages saying something like, due to COVID there will be a delay in our responses . In September of 2020 I got very sick with kidney failure, but continued to communicate with Eddie Bauer, but always got the same response regarding COVID. In January of 2021 I ended up in the hospital and a Skilled Nursing facility for 6 months. I did contact them again, but still got their COVID response.. It upsets me that a company like Eddie Bauer would treat its customers like this. Can you help me?

      Business Response

      Date: 03/28/2023

      We are sorry to learn of Ms. ********* 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 and appreciate her business.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 03/28/2023

       
      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 said they would send me a check for $110.50, but it could take as long as 28 days for me to receive it. They did say they will try to expedite it. I will let you know when I receive the check so you can close the complaint. Thank you so much for helping with this matter. Its not just the money, but the lack of respect I felt as a customer and the hoops I jumped through in trying to take care of the issue myself. Thank you

      Sincerely,

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

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 two jackets that were within the warranty period when they started leaking and were supposed to be replaced per the warranty agreement. However, when I mailed the jackets back they sent them right back without replacement or refund. I do not trust this company as they do not stand behind their products.

      Business Response

      Date: 03/30/2023

      We are sorry to learn of ******************** recent experience. We have been in contact with **************** to address his feedback. We apologize for any inconvenience our customer has experienced and appreciate his cooperation and patience as we work with him for a resolution.


      Sincerely, 

      Eddie Bauer Customer Care

      Customer Answer

      Date: 03/31/2023

       
      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:03/18/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife ********* (name the account is under) bought me a coat in January, 2022. On March 3, the down in the coat got lumped in the wash even though I followed instructions. I started a chat with ***** from EB to see if there was a way to fix it. I got the information, and then she offered a 20% off discount on the account. I said thanks, but Id likely not use it. She then said, as a one time courtesy, I could return the product at my expense and get an account credit. I was surprised and asked a few more questions. I can do math, so of course I opted for the return. A few days later, I opened another chat with Jersey to double-check the ability to return before spending money to send it. She confirmed, and provided the return address. I then went to *** with the parka boxed and spent over $60 to return it to the ******** address provided. I tracked the package and saw that it was received on March 15. I kept checking my wifes email to see if the credit was processed and in March 17, I checked the tracking again and saw that it had been refused. I opened another chat and explained to **** and asked him to read the other chats after he said it was refused because it was more than a year ago. He read the chats and saw the offer of a one time courtesy return but said he was sorry for the confusion. I asked to a supervisor and was told one would call (hasnt happened yet). Today (March 18) I received an invoice fir another $50 from *** for the return. Now I am out $110 based on the instructions of an Eddie Bauer agent. This isnt even about the which I hadnt expected to return and only did after the option was provided video as a one time courtesy and then confirmed by somebody else. I now just want my $115 back that I paid *** over this fiasco. And not in the form of an EB credit. Other scenario is just send me a new winter jacket.

      Business Response

      Date: 03/27/2023

      We are sorry to learn of Mr. ***** recent return experience.We have reached out to ************ directly to address his concerns.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced and appreciate his business.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 03/27/2023

       
      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. Thanks to Eddie Bauer for clearing this up. 

      Sincerely,

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

    Eddie Bauer, LLC is NOT a BBB Accredited Business.

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