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

  9524 Sw Washington Square Rd Portland, OR 97223-4449

• 

  Eddie Bauer, LLC

  801 Friendly Center Rd # A Greensboro, NC 27408-2026

• 

  Eddie Bauer, LLC

  595 w linmar lane b-40 Johnson Creek, WI 53038

• 

  Eddie Bauer, LLC

  1254 Government Street Victoria, BC V8W 1Y3

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:02/06/2023

  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 unsubscribed from Eddie Bauers marketing emails multiple times, but they are still sending me multiple emails everyday. This is a violation of the CAN SPAM Act. Please stop emailing me.

  Business Response

  Date: 02/08/2023

  We are sorry to learn of Mr. ******* recent experience. We 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.
                                                          
  Sincerely,
  Eddie Bauer Customer Service

• Initial Complaint

  Date:02/05/2023

  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.

  A while ago I purchased a jacket from Eddie Bauer website and this experience was ok, however my email used at checkout was automatically added to mail list and I started receiving regular marketing emails sometimes 2 a day. Every time I tried to unsubscribe but emails still are coming. I filed a DoNot Contact Form and I received an automated message that it cannot be completed. This predatory aggressive marketing strategy from Eddie Bauer shows a complete lack of respect for ones privacy and definitely prohibited me from doing business with them ever again. My mistake was that I used my valid email. Thank you,******

  Business Response

  Date: 02/10/2023

  We are sorry to learn of Mr. ************* experience. We have reach out to Mr. ****************;via phone and email to address his feedback and advised of our resolution to resolve.  Currently, we are pending a reply from Mr. *********** to verify if his email inquiry has been resolved. 

  We apologize for any inconvenience our customer experienced and appreciate his patience. 
  
  Sincerely, 
  
  Eddie Bauer Customer Care

  Customer Answer

  Date: 02/14/2023

   
  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.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:02/05/2023

  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 have unsubscribed from Eddie Bauer's marketing emails numerous times, but I keep receiving them.

  Business Response

  Date: 02/08/2023

  We are sorry to learn of Mr. ******* recent experience. We 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.
                                                          
  Sincerely,
  Eddie Bauer Customer Service

  Customer Answer

  Date: 02/08/2023

   
  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:01/26/2023

  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 tried to return a jacket my parents bought me December and I could not return it because it is from 2020. Thats an expensive jacket bought 2 months ago. The manager is rude as h***

  Business Response

  Date: 01/27/2023

  
  We are sorry to learn of Ms. ******* recent return experience.We reached out to Ms. ****** directly to address her concerns so she may return her jacket.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                          
  Sincerely,
  Eddie Bauer Customer Service

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18905099
  
  I am rejecting this response because: I need a refund or an exchange 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/08/2023

  We are sorry to learn of Ms. ******* recent return experience.We reached out to Ms. ****** directly on 1/27/23 as well as today. We need additional information from Ms. ****** in order to assist her further.
  
  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: 02/13/2023

   
  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,
  
  ***************

  donated the jacket!!

• Initial Complaint

  Date:01/26/2023

  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 12/9 I purchased a coat from Eddie Bauer. I'm a loyal customer for years and usually are very pleased with their products. I read the reviews before purchasing so when the coat arrived and it was very lightweight I believe the reviews that it was still warm -- it was not. Not sure if this particular coat is defective or if it is just the design but anyway, I wore it a few times to see if it was warmer than it looked -- its not. I initially wrote a reviewing stating just that and they contacted me and told me that I could return it for any reason if I was not satisfied in response to my review and to call this number. I did and then was informed I could not return the coat because I had worn it. I believe they just wanted to post a response to my review to mislead others that they have this wonderful customer service. Well the fact that the coat was not as advertised I was able to accept that my bad but to mislead people into buying something and if they don't like it they can return it is false advertising. Then they offered me $10 gift card which I declined telling them I'm never buying from them again and I won't but I still want to return and be reimbused for the coat which is in like new condition just no tags.

  Business Response

  Date: 01/27/2023

  
  We are sorry to learn of Ms. ****** recent order experience.We reached out to ************** directly to address her concerns so she may return her jacket.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her business.
                                                          
  Sincerely,
  Eddie Bauer Customer Service

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  I accept their response however I would like the complain to remain open until I actually receive the promised refund.  I'm packing up the coat and will drop it off at a ***** location Monday as it is too late today to do so.  I will then notify you when I receive the refund.  Thank you for your assistance.

   

   

• Initial Complaint

  Date:01/18/2023

  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#:57836042 I am extremely dissatisfied with the quality of the Women's Superior Down Stadium Coat (ORDER#:57836042). It is not up to the quality and expectations that I have for Eddie Bauer. I would like to return this jacket for a full refund.

  Business Response

  Date: 01/27/2023

  We are sorry to learn of Ms. ************* experiences. After a failed phone call attempt, we reached out to ************************** via email to address her refund inquiry and advised of our resolution to resolve. 

  
  We are happy we had the opportunity to address our customer's inquiry and apologize for any inconvenience she may have experienced.  

   

  Sincerely, 

  Eddie Bauer Customer Care

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18834685
  
  I am rejecting this response because:I responded to that email which indicated that I would receive a gift card as the refund. The return label that was directly provided on Eddie Bauers website indicated that the refund would be issued to the original payment method. See attached for the return label which clearly says that the refund would be not be a gift card but would be to my credit card.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/03/2023

  We are sorry to learn of Ms. ************* experiences.  We have reached out to ************** on 2-2-23, via phone to address her feedback and advised of our resolution to resolve per her request.
  We are happy we had the opportunity to address our customer'sfeedback and apologize for any inconvenience she experienced.  We appreciate her patience and thank her for shopping Eddie Bauer. 

  Sincerely, 

  Eddie Bauer Customer Care

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18834685
  
  I am rejecting this response because: I am waiting to receive the refund as part of the resolution. As soon as I get this, I will close this case. 
  
  Sincerely,
  
  Evrim Altinkaynak

  Business Response

  Date: 02/16/2023

  We are fine with Ms. ************* reply, she provided us with her rebuttal when we advised her of our refund resolution. 

  Again, we apologize for any inconvenience our customer experienced and appreciate her patience. 
  
  Sincerely, 
  
  Eddie Bauer Customer Care

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18834685
  
  I am rejecting this response because: I am still waiting to receive the refund. I would be more than happy to close the complaint as soon as I receive it. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/27/2023

  We have been in contact with Ms. ************* regarding her inquiry and our resolution to resolve. ************************** should have received her return refund in full by now. As of today, February 27, 2023, we have not been contacted by ************************** advising that her refund was not received.

  
  Again, we apologize for any inconvenience our customer experienced and appreciate her patience. 
  
  Sincerely, 
  
  Eddie Bauer Customer Care

  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,
  
  Evrim Altinkaynak

• Initial Complaint

  Date:01/16/2023

  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.

  I purchased an Expedition 21 duffel bag from Eddie Bauer about 10+ years ago. All purchases from Eddie Bauer came with a Lifetime Warranty. Sometime since the pandemic, Eddie Bauer has changed their warranty to 1 year. One of the wheels have broken on my duffel bag and I would like to get it fixed. I took the duffel bag into the Eddie Bauer store in **************** in ******* ******** only to be told that it only has a 1 year warranty. I explained to them that when I purchased the product, it had a lifetime warranty, but they stated they no longer honor that.

  Business Response

  Date: 01/17/2023

  
  We are sorry to learn of Mr. ***** recent return experience.We are sorry to learn that one of the wheels broke on his duffle bag. The Eddie Bauer Guarantee was designed to reinforce our commitment to the quality and performance of our merchandise. It is not intended to offer lifelong protection against the causal effects of normal wear and tear, as this is not a promise any retailer can reasonably offer. We made the change to our warranty from a limited lifetime period to one year for these reasons. ************ has had his duffle for 10+ years; the wheel breaking off is considered normal wear and tear and will not be replaced.
  
  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: 01/17/2023

   
  Complaint: 18821412
  
  I am rejecting this response because:

  Eddie Bauer has responded by stating that it is "normal" wear and tear and they will not honor their original warranty. Eddie Bauer states that they have changed their policy from "lifetime" to one year because "We made the change to our warranty from a limited lifetime period to one year for these reasons (customer trying to get support for failure of one of their products)". In other words, too many people were having them stand by their warranty of their products, so they decided to change their warranty from "lifetime" to one year.

  I contacted Eddie Bauer to find out how I could get the wheel repaired. I did NOT ask for a new replacement. Eddie Bauer told me that they do not offer repair to their products and that they do not sell the parts to repair on my own. All I want is to be able to use my duffel as intended.

   

  I am attaching a copy of the chat conversation I had with an Eddie Bauer representative on 1/16/23. She stated that ************** discretion, all products that are deemed defective without proof of purchase, as well as defective products older than one year, are only eligible for a refund in the form of an electronic gift card.". After that statement and with additional questions about how that works, I find out they will send me a $10 gift card. That's not what their original statement was. Then after that, there was a statement about a gift card worth 50% of the last known value of my duffel. Luckily I had grabbed the conversation from the chat before the representative ended the chat session. Once the chat session ended, everything from the conversation disappeared.
  

  I just want a straight answer and really just want my duffel fixed.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/14/2023

  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 2022-18 I ordered a parka on sale from Eddie Bauer. The price was reduced from $293 to $209. When I received my order confirmation email I saw that I had been charged the original higher price and had to email them to adjust the price. I decided to return the item and after 6 weeks still had not received any refund or confirmation that my return had been processed. I again had to email them and they did not even apologize. They said they could see that the return was received and processed my refund.My question is why are these processes not happening automatically? It seems like the company is hoping to coast on the inattention of customers and charge them higher prices and not issue refunds and just hope they don't notice.

  Business Response

  Date: 01/20/2023

  We are sorry to learn of ******************** return experience. We have reached out to ****************** to advise of her return refund status that was processed on January 14, 2023. We also extended a service gesture to ****************** for any inconvenience in the processing delay.   
  
  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: 01/20/2023

   
  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,
  
  *********************************

• Initial Complaint

  Date:01/13/2023

  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 two Eddie Bauer coats through one of the Eddie Bauers approved vendors. Upon getting the coats home, I noticed the down was leaking from both of them (Manufacturer defect). I did attempt to see if I could exchange at the retailer, however they were sold out. I checked Eddie Bauers website which lists the following warranty policy - Eddie's Product Guarantee We design all our products to last, and we test and manufacture to the highest quality standards. If your Eddie Bauer product has a defect in materials or workmanship, you may return it with proof of purchase, within one year, for a replacement or refund back to the original form of payment.All products that are deemed defective without proof of purchase, as well as defective products purchased more than one year earlier, are only eligible for exchange or replacement with a similar item.Eddie Bauers Product Guarantee excludes normal wear and tear, and damage caused by misuse or accidents.I called the company on 01/13/23 to initiate an exchange for the replacement jacket(s) purchased on 01/09/23. I advised the company of the above / stated that I did have proof of purchase and wanted to exchange/replacement with a similar item due to the coats being defective within one year of purchase. I stated that I did not want a refund - simply,that I wanted to exchange for the same or similar jacket(s) as outlined in their warranty policy listed above. The customer service supervisor (***) advised that what I was asking for was not within their policy and they were unable to help, I advised them of the Eddies policy per their own website. Again, *** stated he was unable to help because of internal policies.This is clearly an act of illegal false advertising/ misleading warranty information for an item that Eddie Bauer has distributed/ allowed to be distributed on their behalf.

  Business Response

  Date: 01/16/2023

  We are sorry to learn of Mr. ******** recent ***'s Club (License Product) merchandise purchase experience. We have reached out to ****************** advising that Licensed product purchases are not covered by the normal Eddie Bauer guarantee. Eddie Bauer for many years licensed out the brand name and logo to be included on products manufactured and sold by other companies, in this case ****************** Since Eddie Bauer does not sell these products directly, we cannot accept returns, exchanges and/or replacement of these products. Licensed product returns are handled by the retailer and/or manufacturer purchased from and subject to their return policies.  

  We have advised ****************** to return his merchandise with receipt to ***'s Club where it was purchased for proper handling. 

  We are happy we had the opportunity to address our customers concerns and hope the information was received helpful.

  Sincerely 

  Eddie Bauer Customer Care

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18807964
  
  I am rejecting this response because:?A product that you license is still your product and whether you are selling your brand directly or the naming rights to said brand/product - Eddie bauer controls those product rights directly. I would assume there is a very detailed licensing contract with your vendors that advises of what they can sell / what quality standards must be in check / pricing. Meaning Eddie Bauer is still in control of that product.
  
  
  I bought two Eddie Bauer jackets. Simple. I did not know all of the above walking into your vendor / or even when googling your warranty policy. It is your job as a company to advise your customers of these things clearly and thoroughly.  
  
  
  I am simply asking for an even exchange as stated by your companys posted policy. Not what I am being told when trying to act upon it.  
  Your warranty is very misleading to the general consumer as I stated. You have even apologized for said misleading policy. If you warranty stated excludes licensed products, we wouldnt be having this conversation. You cant add undisclosed information after the fact when it is in your advantage.
  
  
  You have the exact same coat with the exact same retail price on your website. You could easily exchange it / update your warranty policy to avoid future miscommunication with your customers. 
  
  
  Men's Stratuslite Down Hoodie
  eddiebauer.com
  
  
  
  
  I want to exchange them per the terms of your posted warranty policy. As stated 3 times before, your warranty does not specifically state anything I was advised over the phone or in these emails. In my opinion these are very unethical business practices that can be easy amended but you are choosing not to. 
  
  
  I will be waiting until the attorney general has reviewed my this situation before taking further action.
  
  Please just do the right thing, honor your policy and update its wording so that no other customers have to go through this hassle. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/10/2023

  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 received a text message from the business advertising a promotion: buy a $100 gift card and get a $20 gift card free. There was no end date given. I went to buy the gift card but did not see the promotional $20 added at check out so I called. the customer service representative told me it would be emailed to me after purchase. I bought the $100 gift card and never got the promotion. I called back and the next customer service representative said the deal had ended several days prior. I asked if I could return the gift card but they would not allow it. I would prefer just getting the $20 promotional credit since I do want to buy something from their online site, but I would take either a return for the $100 or the $20 promotion at this point.

  Business Response

  Date: 01/13/2023

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