Complaints

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

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  Eddie Bauer, LLC

  2200 1st Ave S Ste 400 Suite 400 Seattle, WA 98134-1452

• 

  Eddie Bauer, LLC

  10401 NE 8th St Ste 500 ATTN: Office of the President Bellevue, WA 98004-4346

• 

  Eddie Bauer, LLC

  3000 184th St Sw # 294 Lynnwood, WA 98037

• 

  Eddie Bauer, LLC

  1600 N Riverside Ave Unit 2113 Medford, OR 97501

• 

  Eddie Bauer, LLC

  204 Briarwood Cir Ann Arbor, MI 48108

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:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around 2018 I purchased a Weatheredge jacket from a physical Eddie Bauer store in the ************ area. The jacket cost approximately $200 at the time and came with a "Lifetime warranty". I remember being hesitant to purchase the jacket because of the cost but the salesperson pressed the lifetime warranty and so I made the purchase because it felt like a safe investment. I am very petite and this is one of the few jackets that fits me well and so I have taken great care of it and don't wear it often. The zipper on the jacket was always temperamental but I didn't run back to an Eddie Bauer store to have it looked at because I figured having the lifetime warranty meant the zipper would be covered if there was ever a major issue. Fast forward to a few weeks ago when I wore the jacket the zipper got stuck at the bottom and won't come off. I called Eddie Bauer's customer service and was informed that ********************** no longer has a lifetime warranty on clothing and that they couldn't help me. I pressed that the jacket was purchased during a time when they DID have a warranty and as such they should honor it but was told to try my luck at talking to a manager at a physical store. I took my jacket to a local Eddie Bauer store and was told the same thing, if anything the whole situation was even ridiculed because why would Eddie Bauer's customer service send me to a physical store where they wouldn't be able to do anything to override their current no lifetime warranty policy. While I understand why Eddie Bauer may have chosen to do away with their lifetime warranty, as a customer who bought an item BECAUSE of the warranty I feel like they should still honor it. I have asked customer service to look up the purchase of this jacket on my account but was told they cannot go that far back to verify that it was during a time when they did have the warrant nor would it make a difference. Eddie Bauer should stand by items sold that fell during their warranty period.

  Business Response

  Date: 03/06/2025

  We regret to hear about Ms. ******** jacket. Please note that Eddie Bauer no longer provides a lifetime guarantee. If an Eddie Bauer product exhibits a defect in materials or workmanship, it may be returned with proof of purchase within 60 days for a replacement or a credit to the original form of payment.

  Ms. ******* has been informed that if her product is determined to be defective but lacks proof of purchase or was acquired outside of the 60-day return window, an exchange or replacement with a similar item can be made at any Eddie Bauer store within one year from the date of purchase. Unfortunately, as Ms. ********* item was purchased 7 years ago, we are unable to offer a refund, replacement, or exchange.

  As a goodwill gesture, we sent Ms. ******* an Eddie Bauer gift card service gesture to her email address on February 19, 2025, in the hope that it reflects our genuine concern and regret for any inconvenience caused.

  We appreciate the opportunity to address our customers concerns and sincerely apologize for any difficulties she has encountered. Thank you for your understanding and for choosing Eddie Bauer.

  Sincerely,

  Eddie Bauer Customer Care

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23024470
  
  I am rejecting this response because: 7 years ago Eddie Bauer sold merchandise offering a lifetime warranty - that means the item was warranted for manufacturer's defect for the life of the garment. By purchasing the item at the time Eddie Bauer and myself as the customer entered into an agreement that were there to be a manufacturer's issue with the item I purchased Eddie Bauer would be responsible for correcting the issue - that contract does not disappear just because Eddie Bauer chooses to no longer offer that warranty - it was in effect when I bought the item and should be honored. The gift card Eddie Bauer sent my account was for $35 a fraction of the cost of the item in question so it does not satisfactorily address my issue.

  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/05/2025

  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.

  2/18/25; Customer placed order with earned Rewards and did not get email with **************** **;Team member reassured item would arrive 2/27/25; item not received Customer contact **; Team member mentioned item may be pre-ordered or back ordered Received email! Customer should contact ** to confirm request for refund or receive item. Customer directed team member to Not Cancel order, or likely would not get earned Rewards ($20 value)3/1/25 Customer received email from EB ; order canceled Customer contacted EB; item is available. Team member reassured Rewards refund may take 3 business days and could be applied to future order. Team member wanted Customer to order item again at Sale price, yet unable to resubmit order that was cancelled by ******* member forwarded call to Supervisor for support; **************** Supervisor also encouraged Customer to repurchase item and utilize Rewards on future order. Supervisor was expediting concerns to EB to review Dissatisfied Customer has had 2 other transactions of Rewards and orders submitted were not processed (past 3 months) without Customer contacting EB Customer has lost Rewards earned as Guide Member, orders canceled, delayed delivery and inconsistency with Team members trying to assist Customer. Assistance to resolve issue with EB is necessary and greatly appreciated!

  Business Response

  Date: 03/07/2025

  We are sorry to learn of Ms. ******** recent order experience. When an order is cancelled, if rewards are used, the rewards are returned to the account to use during the next redemption period.Our records indicate 2000 points were added back to her account on March 1st which will be redeemable during the next redemption period. Our customer service team advised Ms. ******* of this.
  
  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: 03/07/2025

   
  Complaint: 23008194
  I am rejecting this response because:Eddie Bauer cancelled the order. The customer should not have to wait until next quarter to use Rewards($20) previously earned. This same scenario happened with another purchase in the past 3 months.
  EB limits offers for their errors to accommodate the customer and improve quality service.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/28/2025

  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.

  Eddie Bauer issued me a refund for $70 I did not receive the refund They are giving me a royal runaround about contacting Master Card . Master Card is giving me a runaround.I want Eddie Bauer to tell Master Card to give me the $70 for the return

  Business Response

  Date: 03/06/2025

  We are sorry to learn of Ms. *********** recent return experience. We directly assisted Ms. ********** with her concerns. She had multiple returns processed on the same day for multiple orders.
  
  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: 03/06/2025

   
  Complaint: 23004099
  
  I am rejecting this response because:
  I have to double check the refund amounts for accuracy
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:02/28/2025

  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 placed tracking received checked tracking as product never received. Was returned to sender said by customer. This package never even made it to ********* Alaska it was turned around in **************************************** kids reached out to me in messenger and said that the delivery address was a PO Box which it clearly is not

  Business Response

  Date: 03/06/2025

  We are sorry to learn of Ms. ****** recent EB kids order experience. We are not able to answer why the package is being sent back to the sender. However, the replacement order is on its way with tracking number, 1ZGH6235YW01055028.
  
  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: 03/11/2025

   
  Complaint: 23000110
  
  I am rejecting this response because:
  Eddie Bauer reshipped the jacket but it never made it to the addresss again it gets as far as Federal Way Wa and says its delivered but never arrives in ********* Alaska the destination. I really believe this to be a scam 
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/26/2025

  I did receive the refund for the jacket.

• Initial Complaint

  Date:02/27/2025

  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.

  **Date of Transaction:** November 30, 2024 **Amount Paid:** $166.53 **Business Commitment:** Eddie Bauer committed to delivering my order (Order #********), which was successfully shipped and received in December 2024. **Nature of Dispute:** On February 21, 2025, Eddie Bauer placed **two separate authorization holds** of **$166.53 each** on my account. While one hold was settled, the second hold failed to be reversed, resulting in an **unauthorized hold** on my funds. Despite multiple attempts to resolve the issue, Eddie Bauer has **not returned the additional $166.53**. Their customer support team initially claimed the hold would be released once the order was shipped, but the order was already delivered in December. They later advised me to dispute the charge with my financial institution instead of rectifying the issue on their end. **Resolution Attempts:** I have engaged with Eddie Bauers customer support multiple times via email. Their responses have been inconsistent, often copy-pasted, and **have not addressed the issue directly**. They have acknowledged the incorrect charge but **refuse to refund my money directly**, instead suggesting that I either dispute it with my bank or request a check refund, which could take **up to 30 business days**. **Advertising Involvement:** Not applicable. **Desired Resolution:** I seek **an immediate refund** of $166.53, as this was an unauthorized hold on my account. *********************** delay in processing this refund is **unacceptable**, and I request BBBs assistance in facilitating a prompt resolution.

  Business Response

  Date: 03/06/2025

  We are sorry to learn of Dhvijen Shahs recent order experience. Our records indicate only one hard charge processed for $166.53 on 2/21/25. The order was placed on 11/30/24 and shipped on 12/12/24, however we did not receive the payment until 2/21/25. We had placed an immediate hold on funds of $166.53 (temporary authorization, which is industry standard) on 11/30/24. The temporary hold timed out by the time the order shipped on 12/12/24 so we reattempted it on 12/6/24 and the hold was denied. Due to a systematic error, we did not reattempt the charge until 2/21/25 for $166.53 at which time, it was finally approved, and a hard charge came through. There was no duplicate charge for this order.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience they experienced.
  
  Sincerely,
  
  Eddie Bauer ****************

• Initial Complaint

  Date:02/12/2025

  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 ordered a coat from Eddie Bauer on 12/9/24. The coat was on sale for $129.50. I used a $100 gift card and paid the remaining balance of $29.50 on my debit card. I received the coat but about 2 weeks later I had a new charge from Eddie Bauer in the amount of $259.00. I called and they explained that for some reason the $29.50 charge did not go through and due to a glitch in their system, they mistakenly charged me $259.00 instead. My first phone call to them was on 12/31/24. The representative I spoke to informed me she would not be able to issue a refund as she did not have the authorization and that I would hear back from them with a solution in 3-5 business days. 3-5 business days passed and I did not hear back. I called again and was told the same thing. I then received an email from Eddie Bauer customer service stating that they could not refund my card and that I would need to file a dispute with my bank. I was not happy with this solution as it involved more work on my part but I filed the dispute. My bank denied the claim as Eddie Bauer would not confirm their mistake. I called Eddie Bauer again on 2/4, again I was told I would hear back in 3-5 business days. I never received a follow up call or email after this time passed. I called again last night and was once again told they would call me back in 2-3 business days. According to customer service, the financial department needs to handle this but they have been completely unresponsive. This company essentially stole money from my account and has refused to refund me. I have spent way too much time dealing with this and I want it resolved immediately.

  Business Response

  Date: 02/14/2025

  We are sorry to learn of Ms. ******** order issue. Our records indicate there was a duplicate charge, we have requested a refund check for $229.50. Please know this check will be issued by our finance team and will take up to 28 days to process but we have requested the check be expedited to her.
  
  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: 02/20/2025

  Eddie Bauer has reached out to me and has agreed to issue a check for my refund. Also, the disputed amount you have listed is incorrect, they charged me $359 when they should have only charged me $129.50 so the disputed amount is $229.50. 

• Initial Complaint

  Date:02/11/2025

  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.

  On December 27, 2024, I contacted Eddie Bauer to inquire about a size exchange for a pair of Eddie Bauer pajama pants I had received as a holiday gift. Eddie Bauer offered me the option of sending the pants to them with a prepaid label and receiving a gift card equivalent to the full value of the pants. They allowed me to do this even though I explained that I did not have the order number for the pants, since I received them as a gift. I shipped the pants and they were received in early January.A few weeks passed and I called multiple times to inquire about the status of the gift card delivery. Eventually, a supervisor told me the return was still being processed. To make up for the trouble, they emailed me an additional $30 gift card. A week later, I received an email from Eddie Bauer stating that because I did not have the order number, I would only receive a gift card equivalent to 50% of the pants' value. (The full value was $51.99.) Since this was different from what I had been offered when I shipped the pants to Eddie Bauer (a gift card equivalent to 100% of the gift card value) I called to complain. The supervisor I spoke with offered a resolution of the 50% gift card ($25.99) AND an additional $25 gift card to make up the difference. I accepted the offer. The $25 gift card was delivered to my email. But as of today, the $25.99 gift card is still *************, when I called Eddie Bauer to complain again, I was told that the $25 gift card I received was the gift card equivalent to 50% of the pants value, and that I would not receive another gift card. Once again, Eddie Bauer had reneged on the terms of an offer I agreed to. So I am filing this complaint with the expectation that Eddie Bauer promptly deliver the $25.99 gift card that I am still owed. As it stands now, they have not refunded me enough store credit to replace the pants that I sent back to them, and the amount of backsliding that's happened here is just ridiculous.

  Business Response

  Date: 02/13/2025

  We are sorry to learn of Mr. ******* return issue. Our records indicate that an electronic gift card was emailed to Mr. ****** on 2/13 for $26.99, as well as one for $30 on 2/4 and one for $25 on 2/6.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.
  
  Sincerely,
  Eddie Bauer ****************

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  jacket bought 12 23 online, worn very little because too tiny toothed zipper would open from the bottom! We are in northern ********. The reply from Eddie Bauer was that they would not replace "for normal wear and tear". It was not worn normally. The zipper, in addition to being too fragile from the beginning was horrible to replace, an odd size at 33.5, so had to be custom made. I cannot get an employee to even look at the zipper. How can we just get an engineer or vendor contractor to assess this unfortunate zipper? My son is wearing the jacket after I replaced the zipper; but alas! we deserved a replacement jacket with BETTER zipper. sheesh. MOM

  Business Response

  Date: 02/18/2025

  We are sorry to learn of ***** Huffs recent inquiry. At Eddie Bauer, we take great pride in designing high-quality products that are built to last. If you happen to encounter any issues with your Eddie Bauer product due to defects in materials or workmanship, we are happy to offer you a replacement or a credit back to your original form of payment within 60 days of purchase with proof of purchase.
  
  If you find yourself in a situation where your product is deemed defective, but you do not have proof of purchase or it falls outside of the 60-day return window, we still want to help. You can exchange or replace the item with a similar product at any Eddie Bauer store within one year from the purchase date. We leave the final decision up to the store to ensure that you receive the best possible assistance as they can physically examine the item. ***** item was purchased in 2023 and therefore cannot be replaced.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience they experienced.
  
  Sincerely,
  Eddie Bauer ****************

• Initial Complaint

  Date:02/07/2025

  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.

  Missing refund for item returned

  Business Response

  Date: 02/20/2025

  We are sorry to learn of **** ************* recent experience. We have been in contact with **** *********** and have reached a resolution suitable for all. We are happy we had the opportunity to address our customers concerns and apologize for any inconvenience incurred. 

  Eddie Bauer Customer Care

  
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22900192
  
  I am rejecting this response because: I have not received a tracking number for the cheque nor the cheque itself.
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 02/27/2025

  Mr. *********** has been advised of the tracking number for his issuing check. 

  Sincerely, 

  Eddie Bauer Customer Care

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22900192
  
  I am rejecting this response because: the cheque is not in my hands 
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:02/05/2025

  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 had made online purchase but did not receive I. Timeline provides and item was not as described. I had returned item and ***** Bauer refuses to give me refund. I had to send bank statements of showing them No refund as they say they sent it on January 14. I keep gets g told I will get one and dont. I have asked for manager to call back and no one will. I just want my money back for returned item It was online order placed

  Business Response

  Date: 02/18/2025

  We are sorry for the inconvenience caused to Ms. ******* We have been in communication with Ms. ****** and have advised her that there was an error in processing the refund, so we will be sending Ms. ****** with her agreement a check.  
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced. 
  
  Sincerely,
  Eddie Bauer ****************