Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

Eddie Bauer, LLC has 58 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2023

      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.
      Unfortunately, this is the only way to get in touch with someone in the ** at Eddie Bauer. Their non-US customer service doesn't really seem to understand more complex issues, so I would rather not deal with them. I received notifications today from PayPal that a shipment is on the way from Eddie Bauer, even though I didn't order anything. The amount is $402.50, which is the exact amount of an order that I should have received a partial credit from when I returned some of the items from it in January of this year, but initially didn't receive the credit. Eddie Bauer had since resolved that issue, but a delayed dispute on the $402.50 was filed through my credit card company because the their customer service told me that's what I needed to do to get my partial credit from Eddie Bauer. I filed that dispute through the mail, and ******** was slow to respond, so by the time the dispute was filed, Eddie Bauer had already resolved the issue with me directly. Citibank had given me a conditional credit of $402.50, but I closed the dispute so they were supposed to charge that amount back to my card, which they did, around March 3. Did something happen with Eddie Bauer's system when Citi charged that amount back to my card, such as triggering the same items I had ordered in January 2022 to be shipped out to me again, as if I had just purchased them? My PayPal and Citibank accounts look as expected - I was credited the $402.50 (the conditional credit for the dispute) then charged $402.50 (to undo the credit) leaving me with the expected net 0 charge. But it appears based on the PayPal notification, and checking the tracking number with ***** that a package is on its way to me from Eddie Bauer that shouldn't be. Again - apologies to file this as a complaint. But there is no other way to get in touch with anyone at Eddie Bauer who seems able to resolve issues like this besides going through Better Business Bureau. Thanks in advance for your helop

      Customer Answer

      Date: 03/14/2023

      Hi - I had sent an email canceling this complaint. The issue doesn't seem to be Eddie Bauer. It seems to be that Pay Pal triggered an old email - no shipment was actually sent. Sorry for any confusion. This issue has been resolved.
      Thanks,
      *************************
    • Initial Complaint

      Date:02/17/2023

      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 jacket October 26 2022 with **** tracking number 9202390100351531028491.Payments were deducted from my bank account with Klarna of $65.67 every two weeks. Eddie Bauer states that they didnt receive the jacket back and Klarna is not reimbursing my money back and threatening to keep deducting it from my account. After several phone calls to Klarna, Eddie Bauer customer service (Representative ****) and **** no one can help me resolve this matter. Original order number is ********. I am looking for my reimbursement of $65.67 and not to be charged for a jacket that I returned.

      Business Response

      Date: 02/24/2023

      We are sorry to learn of ************************ experience. We have reached out to ******************** to address her feedback and advised of our resolution to resolve her merchandise return refund. 

      We apologize for any inconvenience our customer experienced and appreciate her patience. 

      Sincerely, 

      Eddie Bauer Customer Care

    • Initial Complaint

      Date:02/16/2023

      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.
      order ******** I have been waiting for a return label for this order for two weeks!! and two contacts!

      Business Response

      Date: 02/27/2023

      We are sorry to learn of ************** recent return experience.We have requested that ***** email ************ a return label; he should receive within **** hours.

      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: 02/27/2023

       
      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:02/16/2023

      Type:Sales and Advertising 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 ordered an Eddie Bauer tote on amazons website and then had canceled it. I got an email stating it was canceled only to find it on my doorstep a couple days later and money withdrawn out of my account. I issued a return and Eddie Bauer approved my return so I sent it back. I kept checking my bank account for the refund and didn't see it so I turned to Amazon for answers. They told me that Eddie Bauer had received the return on the 10th and my refund would be given on the 15th. Today is the 16th and still no refund. I sent Eddie Bauer a message asking where my refund was and have not been answered. The return price was taken out of my refund amount which was stated when I was sent the return label on amazons website.

      Business Response

      Date: 02/27/2023

      We are sorry to learn of Ms. ****** recent return experience.Our records indicate Ms. ****** return was received on 2/13 and a full refund was processed back to the amazon 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
    • Initial Complaint

      Date:02/13/2023

      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 bought 4 pairs of hiking boots from Eddie Bauer online, on January 14, 2022. The charge for this purchase appeared on my CitiBank credit card on January 17, 2022. The total amount was $402.50. Eddie Bauer allows returns within one year, as long as the items are new and unworn and still in their original packaging. I created my return on 12/29/2022 to return two of the four pairs of shoes and they arrived back in Eddie Bauer's hands on January 3, 2023. So this was within the one year, and neither pair was worn. I received an email confirmation on January 3, 2023 stating that the return was received and that I would receive a credit for $94.50 and $105 (total of $199.50) within 3 to 7 business days. I never received the credit. I contacted Eddie Bauer customer service by email and between January 19, 2023 and January 20, 2023, and was told that they processed the credit and I should contact my credit card company if I still don't see it. I contacted ******** on January 20, 2023, and they have no record of me receiving a credit. The rep I spoke with at CitiBank suggested that I file a dispute through CitiBank on the original amount (the $402.50) for a partial credit for $199.50. I was told to send a letter to CitiBank, describing the issue, which I did, and I also provided copies of emails between me and Eddie Bauer to CitiBank. CitiBank never told me to fill out any forms. As of today, I do not have my credit, nor did I hear form CitiBank about my dispute even though my documentation arrived at CitiBank on January 27, 2023. Neither Eddie Bauer nor CitiBank is saying the money is not owed to me. It just never made it to my account. I don't know if Eddie Bauer is the problem, or if it's CitiBank. But I'll start the complaint at BBB with Eddie Bauer. I can provide additional documentation besides Eddie Bauer's email confirming they received my return, if it helps, Please let me know if I should.

      Business Response

      Date: 02/17/2023

      We are sorry to learn of ************** experiences.  We have reached out to ********** to address her 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 she experienced and appreciate her business.


      Sincerely, 
      Eddie Bauer Customer Care

      Customer Answer

      Date: 02/28/2023

      I'm so sorry I missed this email! Eddie Bauer contacted me, promised me a refund check (which I have yet to receive), and gave me a gracious and appreciated apology, and a $50 Eddie Bauer gift card. This complaint is resolved to my satisfaction.

      If for some reason I do not receive the promised refund check, I'll address it directly with Eddie Bauer. If another complaint is required, I can open a new and separate complaint.

      Thanks so much for your help!
      *********

    • Initial Complaint

      Date:02/11/2023

      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.
      Order date: 10/25/2023 Amount I paid: $105.15 What the business committed to provide me: refund back to the original form of payment after return with proof of purchase within one year What the nature of the dispute is: I sent back the item and I never recieved my refund. I need your help getting my refund. Whether or not the business tried to resolve the problem : I recieved confirmation that they recieved it back and that they would get back to me about a refund but never did.Account/order/tracking number: ORDER #:61446752

      Business Response

      Date: 02/15/2023

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

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

      Customer Answer

      Date: 02/16/2023

       
      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:02/11/2023

      Type:Sales and Advertising 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 have been trying to unsubscribe from Eddie Bauers emails for over 3 months now! It wont work, they keep emailing me and my husband. I even sent them a message through their website without any contact. They are in violation of CAN-SPAM Act.

      Business Response

      Date: 02/15/2023

      We are sorry to learn of Mrs. ***** 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 Service
    • Initial Complaint

      Date:02/10/2023

      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 or about Dec. 15, 2022, I ordered a coat from Eddie Bauer. I never received my order. I contacted the customer service department on Dec. 30, requesting a refund and was told a FULL refund of $132.91 would be processed. So far I've received only $125.91. I've contacted Eddie Bauer 8 different times by phone and email to no avail. Today when I insisted on speaking with a supervisor the agent, ******, disconnected me. I want my $7.00 as I never received my order and should not be charged for return shipping and handling.

      Business Response

      Date: 02/15/2023

      We are sorry to learn of Mr. ******** recent order experience.We have processed a request for a refund check for the return fee.

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

      Customer Answer

      Date: 02/15/2023

       
      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:02/09/2023

      Type:Sales and Advertising 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.
      Eddie Bauer will not stop sending me marketing emails. I had unsubscribed from their list months ago, then about a month ago they started sending me emails again on a daily basis, so I clicked their unsubscribe link to be removed again. For over a week I continued to receive daily emails from them so I contacted their support which said they have removed me from their list yet Im still receiving daily emails from them. I want removed from their email list today and want them to fix their email unsubscribe function so it meets the law of providing users the ability to unsubscribe.

      Business Response

      Date: 02/16/2023

      We are sorry to learn of **************** experience. We have reach out to ************ via phone and email to address his feedback and advised of our resolution to resolve.  Currently,we are pending a reply from ************ to verify if his email issue has been resolved, if not, our actions needed to further address his email issue. 


      We apologize for any inconvenience our customer experienced and appreciate his patience. 

      Sincerely, 

      Eddie Bauer Customer Care

      Customer Answer

      Date: 02/16/2023

       
      Complaint: 19373216

      I've replied to both of the emails from them and haven't heard anything back. They provided me a link to their do not contact form which I submitted my information only to receive an automated response email saying saying my request couldnt be processed. So I don't know if I've been removed or not.

      Sincerely,

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

      Business Response

      Date: 02/23/2023

      2-23-22: We attempted to reach back out to ************ via phone and email. We have provided another email address that ************ can reply to, and we requested a daytime phone number and time that we can reach him to assist with his Eddie Bauer Marketing email issues. Pending a reply from customer on the new email address provided. 

      Sincerely, 

      Eddie Bauer Customer Care

      Customer Answer

      Date: 03/02/2023

       
      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 have done what they asked to be removed from their lists and have so far not received any new marketing emails from them. 

      Sincerely,

      *******************
    • Initial Complaint

      Date:02/07/2023

      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 returned an item 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 was told I can only receive a refund in the form of an e-gift certificate. After waiting a month for a refund that never came due to an item I returned due to its lack of durability and being told via email I would receive credit to my original form of payment, an e-gift card does not suffice.

      Business Response

      Date: 02/08/2023

      We are sorry to learn of Ms. ******* recent return experience.**************** reached out to our customer service team and a refund check is being issued.

      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: 02/08/2023

       
      Complaint: 19348739

      I am rejecting this response because: 

      I would like a timeline as to when I will receive the refund as I have been waiting a month already. 

      Sincerely,

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

      Business Response

      Date: 02/15/2023

      We are sorry to learn of Ms. ******* rebuttal. Refund checks are issued by **************** which are done once a week. The customer should receive the refund check within 21 business days.

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.