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:01/06/2023

  Type:Order 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 placed an order on Jan 4th with Eddie Bauer. In check out I paid extra for 2 day shipping. The item was shipped on Jan 5. But ***** wasnt paid for 2 day shipping. They said the item won't be there untill the 9th-10th. (The estimated time for regular shipping) Normally this wouldnt be a huge deal. But i specifically ordered this and paid the extra faster shipping because i leave on the 8th for a trip that the item was needed for. This shows Eddie Bauer is charging for service, collecting the money and sending a cheaper service. I contacted Eddie Bauer on chat and they said theres nothing they can do. Attached are screen shots of my order with the $16.99 shipping and second is a screen shot of Eddie Bauers website with the shipping costs

  Business Response

  Date: 01/06/2023

  
  We are sorry to learn of Mr. ******** recent ***** experience.We only ship Monday through Friday and this is posted on our website. Mr.******** ***** shipped on 1/5 for delivery on 1/9 which is 2 days later according to our shipping days. As a courtesy we have refunded the expedited shipping cost.
  
  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

• Initial Complaint

  Date:01/05/2023

  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 made a purchase mid December through Eddie Bauer. My item was to be picked up at my local Eddie Bauer store. I never received an email indicating my item was ready to be picked up. I never picked up and never received the item. Eddie Bauer has had a hold on my credit card for pending charge since December 17, 2022. I've reached out to Eddie Bauer via telephone a couple times already indicating to them I never received the item and they were still holding the $12.96 on my credit card for a purchase I never received from them, nor did I ever even receive a notification from them the item was ready and available to be picked up. They indicated the item was canceled and that the charge would be reversed or the pending charge removed. It hasn't been removed from my credit card. I need the hold on my credit card removed, as I never rec'd the item and my attempts to reach out to Eddie Bauer myself via phone to get this accomplished has not been successful.

  Business Response

  Date: 01/12/2023

  We are sorry to learn of ****************** experiences.  We have been in contact with **************, by phone and email with updates addressing her inquiry and on today, January 12, 2023, our resolution to resolve. 

  We are happy we had the opportunity to address our customer'sfeedback and apologize for any inconvenience she experienced.  We appreciate her patience and for shopping Eddie Bauer. 

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

• Initial Complaint

  Date:01/05/2023

  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 a winter coat from Eddie Bauer. I am a good customer with them and buy from their online store frequently. I spend at least hundreds of dollars every year with them. The coat I bought is the Womens Duvet Down Coat in black size large. I bought during black Friday sales. They sent me an email saying they shipped it out to me. Then they said it was undeliverable. That confused me because they delivery to my mailing address all the time. They then refunded me the purchase, I *** online to buy it again and it was sold out in my size and colur. I waited for days to see if they would restock this coat. Them they had a smaller sixe and I bought it right away. They sent me an email saying that have now shipped this coat to me. Then when looking at track your order, said it was undeliverable again. I called in to complain, spoke with a supervisor who told me that it is because the postal code is incorrect. I said to him then why did not someone call me to ask me what the proper address is because they have in fact delivered to this address several times. before. The supervisor said to me there is nothing he can do they must refund the coat to me. I said to him this is very poor customer service. I am very disappointed with them. This coat is not available in stores and is now unavailable online. I have been waiting over a month for this coat. I would like to send me my purchase and compensate me for this terrible delay and inconvenience.

  Business Response

  Date: 01/09/2023

  We are sorry to learn of ****************** experiences.  We have reached out to ************** to address her feedback and advised of our resolution to resolve due to the delivery carrier unsuccessfully delivering our customer's package. We have issued a full refund for the undeliverable package and extended an Eddie Bauer service gesture. 

  We are happy we had the opportunity to address our customers concern and come to a resolution suitable to all. We apologize for any inconvenience she experienced and appreciate her business.

  
  Sincerely, 
  Eddie Bauer Customer Care

• Initial Complaint

  Date:01/04/2023

  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.

  I purchased a flannel shirt on Nov 30, 2022 via PayPal. Order number ********. I paid Eddie Bauer $35.59. I returned the shirt and was told it would be refunded minus $7 for shipping. I only received $18 as a refund. It should have been $28.59. I called **************** and was not satisfied with the outcome. The **************** rep would not let me talk to a manager saying none were available. I emailed the company and the same **************** rep replied. See her response below:"Dear ********************* Thank you for contacting Eddie Bauer regarding your order number ********. We are sorry to hear that you did not receive the total amount that you expected for the item that you returned. We are happy to provide you with the information that you will need for your refund. After researching your order, we can confirm that you are returning Firelight Flannel Shirt Color Bayberry in the Size ** ******** amounting to $35.00, and we also confirm that you've been refunded $18.00 on January 3, 2023, on your Paypal. You only receive $18.00 instead of $35.00 because you were credited for the return shipping cost of $7 and your order has a $10 discount."I don't know what $10 discount she's talking about. Maybe the shirt was $10 off the original price but I paid $35.59. Also, I was not credited $7 for shipping but deducted $7. I should receive $28.59 as a refund.

  Customer Answer

  Date: 01/06/2023

  I would like to retract my complaint against Eddie Bauer. My complaint case number is 18685898. I found the original receipt and realized I made a mistake and did receive the correct refund amount.

   

  Im sorry for my error.

   

  Sincerely,

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

• Initial Complaint

  Date:01/04/2023

  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 purchased a pair of boots from Eddie Bauer, Order #: ********, and returned them. They issued the refund to the wrong card (a **** debit gift card), causing that card to be inactive. I spent numerous hours trying to get this corrected, with online customer service and in-store service. At first no response from customer service emails or in-store managers calling me back. After countless hours, I continued reaching out and finally got them to agree to issue a refund as a gift card. They said have issued it but it has never come. They continue to say it has been sent but nothing is being received by me. I have been an Eddie Bauer Rewards member for over 20 years and this is the worst customer service I have ever received. I am entitled to my refund. Attached are my original receipts, my return receipt (showing it put against the wrong card) and screen shots of online chat transcripts with customer service showing they agreed to issue a refund.

  Business Response

  Date: 01/06/2023

  We are sorry to learn of ****************** experiences.  We have reached out to ************** to address her feedback advising that her refund had been processed but apparently to an expired **** gift card. We advised ************** of our resolution to resolve and immediately proceeded with an alternative and requested refund process. We are happy we had the opportunity to address our customers concerns and apologize for any inconvenience she experienced.

  Sincerely,

  Eddie Bauer Customer Care

   

  Customer Answer

  Date: 01/09/2023

   
  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:12/31/2022

  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.

  Home for Christmas In ************, **. I am stationed at Fort **********, ** and live in **********, **. Wanted to purchase a travel bag to match my wifes from Eddie Bauer. Made the purchase online with my billing address in North Pole, and my Shipping address in ************. We intended to use the bag to carry gifts from our baby shower back to North Pole. I paid for expedited shipping to ensure the bag arrived prior to our return date. The bag was shipped to my billing address in North Pole. We requested a return, assuming that I had not entered a separate billing and shipping address, and figured we would reorder the bag with the correct address to ************. A second time we ordered the same bag, with expedited shipping. This time, my spouse watched from over my shoulder as I entered the correct billing and shipping addresses respectively. Again the bag was shipped to **********, **. This means that Eddie Bauer is most likely switching my billing and shipping address, which means I should have never been charged and the bag shouldve never been shipped. Their customer service line has been down for over a week, and their customer service chat line has blamed me for entering a wrong shipping address. However, if my shipping address was incorrectly entered, why then, did the item ship to my billing address? I would like my money back for expedited shipping because they shipped the item to the wrong address. I entered the correct address twice and they wont make an effort to ship the bag where it needs to be. Ive been very disappointed with their customer service and again, their customer service line doesnt even work.

  Business Response

  Date: 01/06/2023

  
  We are sorry to learn of Mr. ******** recent order experience.We have reached out to ****************** to address his concerns directly.
  
  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: 01/06/2023

   
  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:12/29/2022

  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 a water proof jacket on October 15,2022 at the ******* ******** outlet. I went and traveled abroad and it was not water proof. I got soaked with a simple light sprinkle of water. The seams are leaky. I tried two attempts at the local store to return (******, ar) and only have been met with rudeness. The manager at the local store literally told me to drive 4.5 hours round trip to go back to the store I purchased it at in *******, **. I live in ***********, **. I called the oulet phone number as well and no help there either. I am upset that I paid around $80 for the jacket and they are being very rude and difficult to send it in or give me a replacement. They could not find my receipt with the eddie bauer rewards, but I have my creditcard statement showing the purchase. I am very unhappy. The staff is extremely rude at the ****** store and very unprofessional. She finally found a transaction about after 20 minutes of looking. The lady's name on the return receipt was ********* (she was the older lady). I have loved eddie bauer brand for decades and this last experience was unacceptable. I really wanted a replacement jacket, but all she offered me was a refund and a lot of rudeness.

  Business Response

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/27/2022

  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.

  About 11 years ago, I bought a rain jacket from Eddie Bauer that had a lifetime guarantee. The jacket worked well until recently when the pockets started having water seep through them. Now nothing in the pockets stays dry. I went to Eddie Bauer and asked for a new rain jacket since a rain jacket that has a lifetime guarantee and stops being rain proof should qualify for a replacement. I was told that Eddie Bauer no loner has a life time guarantee policy anymore. This makes no sense... if Eddie Bauer offered a lifetime guarantee when I purchased the jacket then that guarantee should last forever. And certainly a rain jacket that no loner protects against rain should qualify for getting replaced.

  Business Response

  Date: 01/06/2023

  
  We are sorry to learn of Mr. ********** recent return experience. We are sorry to learn that his rain jacket pockets are no longer waterproof. 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 rain jacket for 11 years; the pockets no longer being waterproof are considered normal wear and tear and will not be replaced. We have sent ********************** a gift card to use towards the purchase of a ******** jacket, should he wish.
  
  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: 01/08/2023

   
  Complaint: 18644096
  
  I am rejecting this response because: what Eddue Bauer's current policy is towards a guarantee/exchanges is irrelevant. What matters is what their policy was when I bought the rain jacket as that is part of what I purchased and a big reason I bought the jacket from Eddie Bauer. It is difficult to find, but I believe this was their policy when I purchased the jacket:

   

  
  "UNCONDITIONAL LIFETIME GUARANTEE
  Eddie was one of the first retailers to offer an unconditional guarantee in writing-he was that confident and committed to the quality of his products. And after 50 years in business he said, "My greatest contribution to the consumer was our 100% unconditional lifetime guarantee. That guarantee was part of what I sold." Eddie's philosophy guides us to this day. Every product we sell is designed to be the best and built to last. If anything you buy falls short of those standards, you're invited to return it at any time.
  
  OUR CREED
  To give you such outstanding quality, value, service, and guarantee that we may be worthy of your high esteem.
  
  OUR GUARANTEE
  Every Item we sell will give you complete satisfaction or you may return it for a full refund."

   

  As is plainly obvious here, this WAS an unconditional lifetime guarantee. I am not completely satisfied (as it states right above), so I either want a new rain jacket or I want my money back. 

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

  Business Response

  Date: 03/20/2024

  We are sorry to hear of Mr. ********** defective item. We did make a change to our warranty from a lifetime to one-year limited warranty.We emailed the customer a $30 gift card to apply towards the purchase of a new rain jacket on 1/6/2023.
  
  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:12/22/2022

  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.

  I placed an order on Monday, December 19th with an Eddie Bauer customer service representative (order *********. I placed the order with an expedited, 2-Day shipping fee. I was told the 2-day timeframe would begin on Tuesday, December 20th, with arrival by Thursday, December 22nd. On Thursday, December 22nd I received an email from Eddie Bauer stating that my item had just been delivered to ***** and would not arrive until Tuesday, December 27th. When I contacted Eddie Bauer customer service, the representative simply offered a refund for the shipping cost and gave me the contact information for ***** customer service. The second representative I talked to had no explanation as to why the shipping took 5 business days longer than I had agreed to. He offered a refund, which I accepted. This caused me to rely on the promise from Eddie Bauer that I would have an item within the 2 day shipping frame, leaving me in a very tight spot.

  Business Response

  Date: 01/03/2023

  
  We are sorry to learn of Ms. ****** recent order experience.When you pay for expedited services, that is for the shipping time, not processing time. We shipped the order out on 12/22 and it was delivered on 12/24,2 days later. Our customer service team refunded the expedited shipping fee as a courtesy.
  
  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:12/21/2022

  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.

  I purchased 2 coats from Eddie Bauer online on 12/4/22 paying $400.68 for the total order. On 12/5/22 I received an email stating my order had shipped and would arrive within 3-5 business days. I received a link to track my order as well. I continually checked my tacking update and it always gave me the same message: A shipping label has been prepared for your item at 6:50 pm on December 5, 2022 in ************************. This does not indicate receipt by the **** or the actual mailing date .I called Eddie Bauer on 12/13/22- which was 7 business days after I had received the shipping notice and inquired as to where the package was. The associate THEN proceeded to tell me that they actually need 11 business days to consider the package as shipped and she assured me my package was coming and to give it the full 11 business days. This is misrepresented on their website as well. It is not stated anywhere on their website that 11 BUSINESS days is the standard. On 12/21/22 (13 business days following shipping notification) I called Eddie Bauer customer service again and the associate stated that my package had been stolen from the warehouse before it had reached the shipping carrier. He then proceeded to tell me that I needed to file a police report with MY LOCAL POLICE department in order to have my refund issued. He then said Eddie Bauer needed a copy of this police report in order to start my refund. I of course was told by our local police department when I tried to file a report that it was not a local issue (of course - because it isnt) and I could not file anything on this matter. The absolute absurdity of Eddie Bauer to think that this is how you handle customer service is criminal. Merchandise that was mishandled from their warehouse should in no way be placed in the customers hands to solve. I am requesting a full refund without having to file a police report in my local area as this issue was clearly on their end. Hold them accountable.

  Business Response

  Date: 12/24/2022

  We are sorry to learn of ******************** experiences.  We have reached out to **************** by phone and email 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