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:12/19/2022

  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 placed an order with Eddie Bauer on September 6, 2022. The total amount of the purchase was $80.80 with shipping.I had to return the items totaling $70.00 and expected to see a refund for the items in my checking account. Some time went by, and I checked my checking account. I saw I was refunded $10.80 for the shipping charges, but not the purchases. I telephoned Eddie Bauer customer service to report the error and tell them they still owed me $70.00. After the one email telling me they were issuing me a gift card instead of crediting me my money back, I telephoned them again. I told them I was not interested in the gift card and wanted the money credited to my checking account as that was my original method of payment.. They told me they would get back to me after looking into this. I did not hear back from them and called again. I was told I would receive a check within 3-5 days in the mail. The next day, I received an email telling me to expect a check in 28 days after I was promised it within several days. That was on December 5th. Today, December 19th I telephoned and again was told they are issuing me a gift card for the $70.00 owed. I was able to speak with a supervisor today who told me she will be checking further into sending me a check instead of gift card. She made no promises. I will expect a call or email from her this Friday. I wish my refund credited to my account the same way I purchased the items.

  Business Response

  Date: 12/20/2022

  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 inquiry. We apologize for any inconvenience she experienced and appreciate her business.
  

  Sincerely, 

  Eddie Bauer Customer Care

  Customer Answer

  Date: 12/22/2022

   
  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.
  
  ***************************************************

• Initial Complaint

  Date:12/14/2022

  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.

  Eddie Bauer has a glitch in their online app that processes an order without giving you a chance to review it before placing the order. When I went to reach out immediately (within 5 minutes) after realizing what had happened to cancel the mistake order, the phone and chat were not yet open (it was 6am and they didn't open until 9am), so I submitted via email the issue description and request to cancel the order that should never have been placed except for an issue with their app. I actually emailed twice. Then I reached out to chat as soon as they opened at 9am. When I finally reached a representative, they said they couldn't cancel the order as it wasn't within 30 minutes of the order being placed. When I explained the above, they still denied the cancellation request. Leaving me no choice but to report this fraudulent charge.

  Business Response

  Date: 12/16/2022

  
  We are sorry to learn of **************** recent order experience.We have confirmed that the order was cancelled.
  
  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:12/13/2022

  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.

  Ordered items end of November and my two orders have not been shipped but my Eddie Bauer credit card has been charged. Tracking numbers show that both orders have had Fed Ex labels created but have NOT been received by Fed Ex. If there is a delay in merchandise/inventory then that's fine provided my credit card is NOT charged. They shouldn't be confirming orders and charging credit cards and then NOT shipping the product. I have called customer service 2x and emailed support and someone in a foreign country answers and tells me exactly what I can see for myself via the Fed Ex tracking number and the web. There is no way for me to get information. The biggest issue that I have is that they CHARGED me without shipping the items and I can't talk to anyone that knows anything to resolve the situation.

  Business Response

  Date: 12/16/2022

  
  We are sorry to learn of ****************** recent order experience.We have reached out to ****************** to advise her that we refunded the orders that have not shipped and replaced her order complimentary. She should receive an email confirmation for the new 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

  Customer Answer

  Date: 12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I would like to keep this complaint open until I actually RECEIVE the items from Eddie Bauer.  I do appreciate their response and I'm really hoping the order does actually get shipped. 

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

• Initial Complaint

  Date:12/10/2022

  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.

  This is the second item that Ive ordered from Eddie Bauer that is used. I ordered a coat from them the second time. I have received it. The tags are cut off of it and theres a receipt from a eatery in ************* in the pocket. It is stained on the cuffs. It go around the fingers on the inside. Theres a pole on the far on the inside, and there is a stain on the sleeve. I want them to pay shipping on this item back to them. No money should come out of my pocket because they are sending used items out as new ones. This is the second time that it has happened. I called the one 800 number and the woman would not help me.

  Business Response

  Date: 12/13/2022

  
  We are sorry to learn of **************** recent order experience.We have reached out to **************** to provide a suitable resolution.
  
  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: 12/16/2022

   
  Complaint: 18555244
  
  I am rejecting this response because: I was told that I would receive a response from OTP.  I appreciate everything they have done. I am disappointed that I didn t experience that great feeling of getting a new Eddie Bauer product. They are wrap in Eddie Bauer plastic and logo is imprinted on it some where. The first product had no plastic and was stuck to the shipping bag. The second item was in plain plastic and had a sticker on it. The side zipper was broken.  I have a Eddie Bauer coat from ************************************************************************************************************ my whole life. It is too small because I ate cake during Covid because I got stressed. I am trying to learn to retire, and drive a school bus and have a dog sitting business. I was hoping that this coat would keep me warm while I walk to bus in the morning and it gets warmed up. It is cold when I open the door to let the students enter the bus. I also get cold when I walk dogs on a cold dreary day. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2022

  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 HAVE ORDERED FROM THEM NOV 22 A PANTS FOR MY DAUGHTR IN LAW. THE WEBSITE SAYS IT WILL BE DELIVERED IN 5 TO 7 BUSINESS DAY VIA ****** I HAVE BEEN FOLLOWING THE PACKAGE . IT HAS BEEN IN DALLAS ******* SINCE NOV 25. EVERY TIME I HAVE CALLED THEM THDY SAID YOU WILL GET IT DEC 1. SECOND TIME THEY SAID DEC 5 . THIRD CALL THDY SAIX DEC 8. I TOLD THM I BEILEVE THAT OACKGE HAS BEEN LOST. EITHER GAVE ME MY MONEY BACK OR SEND ME ANOTHR ONE ASAP. THEY REFUSE BOTH OPTION. I NEED YOUR HELP

  Business Response

  Date: 12/09/2022

  We have reached out to ******************* today via email and confirmed package delivery on Thursday, December 8, 2022, and advised if customer has any additional concerns regarding this inquiry to please advise. 

  Sincerely,

  Eddie Bauer Customer Care

• Initial Complaint

  Date:12/05/2022

  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 placed an online order on 11/27/2022 for two of the same item, fleece lined jogger sweatpants, size medium/tall. the tall cut for this item is $5 more. the two pairs of joggers were $45 each ($90 total), plus tax ($4) plus $9.99 shipping, for a total of $103.99. I used a $10 coupon code which brought my total to $93.99.upon receiving the items on 12/3/2022 I immediately tried on one pair to find they didn't fit at all and the size chart is completely inaccurate. I initiated a refund through the automated system only to find they were charging an $8 return fee. I decided to cancel the return and bring it to the local store to get it done faster.a friend offered me a ride to either the ***** store or the Eddie Bauer store and I chose the latter. when I got there the store clerk scanned my item and could only find the regular cut, not tall cut size, which was displaying at only $40 per pair. the clerk didn't try to find the proper item and told me "this is all the system would let them honor".the store manager then decided to step in and not only reiterate that they would not honor my original purchase price despite being shown the purchase receipt and the original product ad on the website, he attempted to manipulate and gaslight me into believing I had actually paid less than I did, so he could get away with issuing only a partial refund. according to multiple ****** reviews of this store location, this is a frequent game they like to play where they will not honor refunds for the price paid, even with tags attached and a receipt.

  Business Response

  Date: 12/06/2022

  We are sorry to learn of ******************** experiences.  We have reached out to **************** via phone and email to address her feedback and advised of our resolution to resolve. We are happy we had the opportunity to address our customer's feedback and reach a resolution suitable to all.

  
  Sincerely, 
  Eddie Bauer Customer Care

• Initial Complaint

  Date:12/02/2022

  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 placed my order (order #: ********) on November 12, 2022 and received a notification the the jacket was shipped on November 16, 2022 and indicated expected delivery to be 5-7 business days. It was initially through *** (tracking # **************************) and then dropped off at the **** for final delivery. Reached out to customer service from ********************** and was told to wait till Dec. 2nd till 9pm for delivery and there was still no package. This package must be lost somewhere. I request to either get a replacement or a refund. My order is for Women's StratusTherm Down Parka (Item #: ****; Size: Petite Small; Color: Dark *****) for a total of $94.50.

  Business Response

  Date: 12/04/2022

  
  We are sorry to learn of **************** recent order experience.Our records indicate the jacket was picked up from the customers local post office on 12/3/2022. This order was severely delayed. We have processed a refund for the shipping costs as well as applied a 30% discount to the customers 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

  Customer Answer

  Date: 12/04/2022

   
  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:12/01/2022

  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.

  On 7/29/2022 I filed for a warranty on a pair of pants. I have the email of the approval and received the warranty label to return the product. I sent it. I never heard from the company about 2 months later, so I called. They acknowledged they received the packed and sorry no one called. I asked for my exchange. The woman on the phone told me I had to buy a new pair of pants and then they will refund me. But paragraph 4 on my email states 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. She had me purchase the pants, told me I would receive a refund and I never did. I call back 11/29/22 was on the phone for almost 30 minutes for another lady to apologize and said Ill get my refund. Well she charged me for my pants again. I called back today, another woman. I asked for a supervisor, she said she would just help me. I explained my situation to her. Long story short she said this need to go into review and look for a refund in 7-10days after being on the phone for another 25min. I asked for a supervisor or manager, I was told there isnt one available and they will call me in 48hrs. So they charged me $61.25 when it should of been a refund and now owe me $122.50. Now I am expecting I will have to call back in a few days to do this all over again for 30 more minutes. This is unacceptable to be put through the same thing over and over when it was their mistake and they take more money from me and not follow their exchange or replacement policy. I feel like they are commission based, which gives me a bad taste for a clothing store. All they had to do was send me a replacement pair of pants and follow their policy!

  Business Response

  Date: 12/05/2022

  
  We are sorry to learn of Mr. ********** return experience.Our records indicate we never received the return of order ********. The customer never received an exchange item because we have no record of the return. When the customer contacted our customer service team in November, an exchange order was placed for a new pair at which time, the customer was charged. Our customer service team cannot place an order without payment. Our records show a return was processed to PayPal on December 1st for the return refund of order ********. The customer should have also received an email from PayPal.
  
  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 ****************

• Initial Complaint

  Date:11/29/2022

  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 bought a rain jacket from this company, as soon as I received it I had to return it because it wound up being too small. There policy states that you can't exchange an item, that you have to return it to get your money back, then you can buy another in the right size. I returned my jacket and waited the 7 business days they emailed me I would have to wait. I never received my money and every time I call they say I need to wait even longer. I paid $114.50 and they keep making excuses as to why they can't give me my money back.

  Business Response

  Date: 12/10/2022

  
  We are sorry to learn of Ms. ******** return experience.Our records indicate we processed a refund of $111.81 on 12/2/2022 to Ms. ******** PayPal account. She should have received an email from PayPal the same day.
  
  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:11/26/2022

  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.

  Placed an online order (#********). Needed to return items as they did not fit/did not like. Started a return for 5 of the 9 items I ordered. After a day or two, decided I needed to return the remaining 4 items as well. I still had not shipped the first 5 items back, so I figured this would be simple. I would just need a new label and could ship everything back in one package. I was unable to resolve the issue myself online since I had already created a return and the website would not let me edit it. Tried contacting customer service through the chat feature who assured me I would receive a new shipping label in ***** hours. When I had not received a new label after 48 hours, I called customer service. They told me the exact same thing as the first person and told me to wait another ***** hours. I tried speaking to someone on the chat feature again to make sure this was being handled properly. They assured me I would receive the label and wouldnt be charged an additional shipping return fee. It has now been 7 days since I have had contact. I never received my shipping label. **************** is full of non-native English speakers who only know how to do very basic things. Anything else and they just repeat the same 5 sentences over and over to you even if it makes no sense. I shipped my first 5 items back with the original shipping label. I am skeptical about ever receiving the money for those . I am now stuck with the remaining 4 items I want to return and have no means of getting a new shipping label. The closest store to me is an hour away. I feel helpless to resolve this as I have already wasted so much time with customer service and have gotten nowhere. I doubt I will ever see my money again. I dont understand how a business this well-established can get away with this.

  Business Response

  Date: 12/09/2022

  We are sorry to learn of *************************** experiences.  We have reached out to *********************** to address their feedback and advised of our resolution to resolve. We are happy we had the opportunity to address our customer's feedback and reach a resolution suitable to all.

  
  Sincerely, 
  Eddie Bauer Customer Care