Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

249 total complaints in the last 3 years.
103 complaints closed in the last 12 months.

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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:11/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December 2021, I contacted Eddie Bauer because I was unable to access my rewards account. **************** tried to tell me that my account was under a different email with a different address and state of residence. They told me that no account existed with my email address; however, when I tried to open a new account, their system told me that my email was in use. I became suspicious that either my account had been hacked, or merged with another customer's account. I asked to have my account deleted. Eddie Bauer insisted for months that I was a different person and refused to do anything. They finally admitted that my email was in use and merged my account with the suspicious one. This is a horrible solution to the problem and I refuse to use this new account. I want the account associated with my email completely deleted, and I have been promised this by multiple Eddie Bauer reps but the account is still there. I want this account deleted. Eddie Bauer does not take account security seriously and I do not want any of my information in their system.
Business Response
Date: 12/08/2022
We have attempted to reach ****************** via email and phone to address her inquiry on Thursday, December 1, 2022, at 2:36PM/EST and on Tuesday, December 6, 2022, at 4:19PM/EST. We have yet to receive a reply back from ****************** regarding her inquiry and if she is still requesting our assistance. We are unable to address her inquiry until we hear back from her.

Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 12/08/2022

Complaint: 18443170

I am rejecting this response because:
Eddie Bauer insists on calling me in the middle of the day when I am at work. They have been sending me emails from a bogus email account ************************************ asking me to tell them when to call me. This bogus email address does not seem to accept replies, because I have replied five times asking them to call me at noon.
In any case, Eddie Bauer does not need to "speak to me regarding my complaint." This has been going on for over a year. I am asking for a very simple thing - for Eddie Bauer to delete my account. If that is unclear to them, they can call me at MY convenience like I have requested.

Sincerely,

*************************
Business Response
Date: 12/15/2022
We are sorry to learn of ********************** experiences. We have reached out to ****************** to address her feedback and in writing have advised of our resolution to resolve as noted below. Also, please note that our email address provided is not bogus but instead very valid.
Dear ******************,

Thank you for your inquiry and speaking with me regarding your Eddie Bauer Adventure Reward Account Inquiry.

Please advised that we cannot delete an Adventure Reward account entirely but we can pause the account and that has been done. You will not receive emails/mail regarding the account.

We appreciate your patience and apologize for any inconvenience this has caused. If I may be of further assistance regarding this issue, please reply to this email or I can call you at your requested date and time.

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

Customer Answer
Date: 01/10/2023

Complaint: 18443170

I am rejecting this response because:
If Eddie Bauer cannot delete a compromised account, they should not be creating accounts. Over a year later, I still have no access to my account, and it is ridiculous that I had to cancel a credit card because rather than help recover the account, Eddie Bauer decided that I don't know my email, address, state of residence, or phone number. Eddie Bauer is not interested in account security.
If the email that Eddie Bauer asked me to reply to was valid, they would have received my numerous responses to their messages. Instead, both customer service reps who used that email over the last year while I've been trying to resolve this told me that they never received my responses. The email account is bogus. Eddie Bauer is not interested in dealing with customer issues.

Sincerely,

*************************
Initial Complaint
Date:11/19/2022
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.
Eddie Bauer was my favorite catalog I have shopped here for years and spent a lot of money. I have several gift certificates I held on to for a rainy day. I am in the military I save things because I am often out of the country. I want to use my gift certificate to buy Christmas gifts this year and I really am not too happy with Eddie Bauer anymore no catalog the selections are poor and the customer service takes forever on the telephone. I consider myself a good customer and if things would change I will stay I cannot accept the fact that Eddie Bauer has taken my gift certificates from me and cash them out. Gift certificates do not expire in ***************** the law has changed. I want my money return to me so I can use it for Christmas gifts this year. This is an outrageous move from a company that I have Pat ****. $50. And **** were cashed out by Eddie Bauer for non use. Please return my over $140 to me thank you
Business Response
Date: 11/29/2022

We are sorry to learn of Ms. ****** recent experience. Our records indicate that the 3 old certificates were voided and reissued as one new one in November 2021. That new certificate was used on 11/19/2022 to place order ******** which is being shipped to the same address as **************.

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:11/17/2022
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.
Returned an item for a refund. Refund was processed 10/26/2022, according to companys website. Have not received refund. Used chat function and called several times. Finally told 11/13/22 that company rep would call in two days with specifics about when and how refund would be paid. No one has called yet. Called them again today. After 20 minutes on phone, assistant would not let me talk to a manager and said only would submit a refund for review.Want Eddie Bauer to process my refund at once and contact me with details at once.
Business Response
Date: 12/20/2022
We are sorry to learn of ******************** experience. We have reached out to **************** by phone and emails (12-12-22 and 12-20-22) to address her inquiry. As of today, Tuesday, December 20, 22, we have not received a reply from the customer to advise if an issue still exists. Currently, our status is pending until **************** replies back.
Sincerely,
Eddie Bauer Customer Care

Customer Answer
Date: 12/20/2022

Complaint: 18431743

I am rejecting this response because:I responded to their contact (*** from the Office of the President) with two emails. One was on the day he originally contacted me, about a week ago, in which I reiterated my phone number and gave him a window of time to call me. I did not hear from him, so yesterday, 12/19/2022, I sent another email, asking why I never got a response to my prior email. Today I received a duplicate of his first email, asking for a phone number and a time to call, which I had already sent a week earlier. I responded immediately with the same information I sent the first time. Now in his information to BBB he states I never responded. That is simply a lie. I responded three times. All he did was send a duplicate email.
He obviously has no intention of following through or making this right. Hes only pushing papers around on his desk until he can blame the holidays for causing a delay.

Sincerely,

***********************
Business Response
Date: 01/06/2023
Second reply to BBB that we have reached out to **************** to address her inquiry and her inquiry has been resolved. 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: 01/13/2023

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. The business maintained that they never received any of the numerous emails I sent and that they did not receive the BBB contact for several weeks. Once they received the contact, a representative called me.

Sincerely,

***********************
Initial Complaint
Date:11/16/2022
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.
Order Number: ******** Oct 31, 2022: Order is placed, shipping information indicates delivery in 5-7 business days.Nov 2, 2022: Package was marked as "shipped" by Eddie Bauer and tracking number LPR0014790060021973646 was provided for Landmark Global. Tracking information shows "Data Received".Nov 8, 2022: I call customer support inquiring as to why my package is still sitting at the "Data Received" state which indicates to me the shipper has not been provided with a physical package. The customer service agent informs me that shipping companies are experiencing delays.Nov 11, 2022: Package is still sitting at "Data Received" state. ******** service agent on phone will not answer whether or not Eddie Bauer has actually shipped my package. Told to expect to wait 11 days for delivery and if not to call back.Nov 14, 2022: Package is still sitting at "Data Received" state. ******** service agent on online chat will not answer whether or not package has been sent to the shipper. Attempts to contact Landmark Global are unsuccessful.Nov 16, 2022: BBB complaint regarding Landmark Global with the tracking number provided solicit a response from Landmark Global indicating that Eddie Bauer has not yet provided them with the package.It's now been 17 days since I placed my order and Eddie Bauer continues to play dumb about the whereabouts of my package.I wish to speak to someone who can tell me a straight answer as to why my package has not been shipped. I find it insulting to be strung along by customer service agents when the answer could be as simple as "we actually don't have the items you ordered, here's your refund".
Business Response
Date: 11/29/2022

We are sorry to learn of Mr. ******* recent order experience.We are aware that a lot of packages have been delayed in ****** by Landmark Global. We are shipping the items and they are sitting at the border for quite some time. We have advised our representatives to inform customers to wait to allow additional time for delivery. Our records indicate we shipped Mr. ******* order on 11/2, Landmark did not show any movement until 11/18. Our customer service team refunded Mr. ******* order on 11/23 in full. Landmark shows the package was finally delivered on 11/28.

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: 11/29/2022

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:11/12/2022
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.
Eddie Bauer for the Holidays is selling gift cards. The website clearly states 20% off gift card purchases of 100+.I ordered $200 worth of gift cards and expected to pay $160. I was charged the full $200 and Eddie Bauer will not refund my purchase or refund me the $40 (20% of 200), I have reached out and received emails back stating that I am stuck with the gift cards and the full $200 charge. They claim the 20% off is only e cards. The website does not say this. Also when I click on the terms and conditions, it states that I can get a refund. Please help me get this resolved. As of now (Nov 12 2022) the offer is still on the website. Totally deceiving.
Business Response
Date: 11/29/2022

We are sorry to learn of Mr. ************ recent order experience. When gift cards (physical or electronic) are purchased on our website, the customer is redirected to our third-party contractor, ******* to complete the purchase. This is provided to the customers during checkout. The customer must contact ******* directly at ***************************************** or ************** to address any concerns. The promotion for 20% off was automatically applied during checkout and only for the purchase of electronic gift cards.

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:11/10/2022
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 ordered a dress (total cost was $48.51) and when the packaged arrived, it was a shirt ordered from a lady in ******, **. So my order went elsewhere, which means my personal information was compromised. I called Eddie Bauer and was on the phone for over an hour with a lady who was foreign and hard to understand. She could not understand my issue, and instead of ordering me another dress at no cost (in turn I would return the shirt sent in error), she said I had to pay for another dress and when they receive the return, I would be credited. She proceeded to order the dress and then I get a notification on my phone that a charge of $89.81!!! I told her that I should only be charged the exact same price, and I then got emailed the order and she charged me shipping and also did not take off the $10 rewards certificate that I used on my first order, plus the dress was higher as she didn't give me the sale price. I told her to cancel that order and she said I would not be charged. I looked on my card today and I have been charged. I then send an email to the owner of Eddie Bauer and received an email from a girl who said she works for the **** and she said the dress is now out of stock, and she sent me a $50 gift certificate. I go online today, and the dress shows in stock so I go to order it and the gift card is NOT valid!! This has been such a mess!! My name and address is out there in someone else's hands and that is NOT right. I have spent hours on this mess and I want it all resolved! I want my refund plus a gift card that is worth my time and my compromised information sent to me that is VALID, along with an apology for this whole mess. I tried to do an online chat but after 30 minutes of waiting for someone to come on, I stopped it. My documents are in order as the events happened (starting with the first front page and going back from there).
Business Response
Date: 11/29/2022

We are sorry to learn of Ms. ********** recent order experiences.Yes, ********************** was initially sent the incorrect merchandise for order ********; a representative from our Office of the President issued her the $50 gift card as well as processed the refund for the order. Our records indicate that the same gift card was used to place order ******** on 11/10/22 for the correct item. Yes, the item price was higher then when it was initially ordered;we have processed an adjustment today, 11/29 which should reissue the balance on the $50 electronic gift card as well as refund Ms. ********** credit card in the amount of $15.49.

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:11/05/2022
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 received as a gift a pair of Men's Men's Guide Pro shorts that were too large. I contacted **************** and after many weeks of struggling, was given a return shipping label. I was told that in 2-3 days I would receive a gift card to use at Eddie Bauer (because I didn't have the original purchase receipt. They were returned 10/17/2022 ***** tracking number **********************x I have not received this gift card and no one at **************** will answer my emails. If they do, it's to reexplain the entire situation and they request the same information that I have put in the body of the email. The product quality is excellent and expensive so I'd really like to have this resolved. PLEASE HELP
Business Response
Date: 11/29/2022

We are sorry to learn of Ms. ******** return experience.We did receive her return last month, however there was no contact information in the package for our returns center to process the refund. We have provided the customer with an electronic gift card to order the shorts in the correct size.

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: 11/29/2022

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:11/04/2022
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.
Made an online purchase and was charged more than the item amount which was immediately reversed. Then the appropriate charge of ****** went through on Oct 21.Item did not fit and returned it to store where there were machine issues and was refunded in cash. Out of the blue on Nov 2nd I was charged ****** again. Contacted online support who is giving the runaround and not refunding me or removing my card info from their website. They also put my account in the negatives causing me additional charges.
Business Response
Date: 11/29/2022

We are sorry to learn of Youssra Boutayas recent order experience. Our records indicate order ******** was placed online on 10/20, a pre-authorized charge or hold was placed on the card for $120.01. The hard charge of $120.01 was completed on 10/26 when the order shipped to the customer. It may not have appeared on the customers side until 11/2. We can confirm that only one hard charge has been completed.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience they experienced and appreciate their business.

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 11/29/2022

Complaint: 18360880

I am rejecting this response because as you can see in the attachments, the charge went through on the same day after the initial reversal and then was charged again on 11/2. The initial $130 charge was reversed but the $120 was charged completely without reversal on 10/21 and then again on 11/2. Please refund the charge on 11/2.

Sincerely,

Youssra Boutaya
Business Response
Date: 12/05/2022

We apologize the customer is seeing a duplicate charge. We have confirmed with our accounting team that only one charge for $120.01 processed on **** ending **** with authorization code ******. The customer will need to dispute the charge with her financial institution.

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:10/20/2022
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.
Its regarding order ********. I updated my address in the Eddie Bauer system. Once I placed the order and got the confirmation I noticed it used an old address I no longer live at. I called 6 times, tried to chat and sent an email telling them to either change the address or cancel the order. They were given the correct address. They failed to take the appropriate action and the package has now shipped to the old address where I no longer live. The customer service center seemed to be overseas and the women did not understand what I repeatedly told them about the incorrect address.
Business Response
Date: 03/20/2024
We are sorry to hear of Ms. ****** order experience. Our records indicate a full refund was processed for the order on 10/21/2022 because it was shipped to the incorrect address.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.

Sincerely,
Eddie Bauer Customer Service
Initial Complaint
Date:10/17/2022
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.
The Eddie Bauer return policy claims that "All products that are deemed defective without proof of purchase, as well as defective products older than one year, are only eligible for exchange or replacement with a similar item." This information is from their website. I tried to get an exchange or a replacement of the product that I had purchase two years ago at an Eddie Bauer store that had defective craftsmanship and spoke to an Eddie Bauer customer service rep however, I was informed this was no longer their company policy, however their IT service was slow to take this information down from their website. This seems deliberately misleading as they still advertise this policy but it's no longer valid. I have photos of the defective product and chat transcript with customer service.
Business Response
Date: 03/20/2024
We are sorry to hear of ************ item issue. Our website states:
We want all our customers to be happy with our products.If you are unsatisfied with your Eddie Bauer product, you may return or exchange it in its original unworn/unused condition with proof of purchase within one year for a replacement or a full refund in the original form of payment. If you checked out using your Adventure Rewards number, we are happy to look up your proof of purchase. We design all our products to last, and we test and manufacture them 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 older than one year, are only eligible for a merchandise credit to use toward the purchase of a new item.

Eddie Bauer's customer service department is not able to resolve guarantee claims past one year from the date of purchase. We ask that you return your item to a local Eddie Bauer store for a manager evaluation. If the item is deemed to have normal wear and tear, it will be returned to you.

Eddie Bauers Product Guarantee excludes normal wear and tear and damage caused by misuse or accidents.

We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.

Sincerely,
Eddie Bauer Customer Service

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Eddie Bauer, LLC is NOT a BBB Accredited Business.