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Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

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

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Eddie Bauer, LLC has 58 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/28/2022

      Type:Product Issues
      Status:
      Answered
      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 womans shirt for $30 and paid for it with a $20 gift card and a $10 rewards certificate.The shirt which I received is defective.The pattern is a plaid and the pattern on one of the cuffs doesnt line up with the rest of the sleeve properly and doesnt look right.I have been trying to return this defective merchandise ever since I received it unsuccessfully.I have emailed and called Eddie Bauer customer support multiple times.All the support is offshore and thus far has been incompetent and unsatisfactory.I cannot print an emailed return label because I do not have a working printer.One supervisor, named ************, misinformed me when he told me and insisted that the ** Code which he emailed to me last time can be used at my local post office. It cannot be used there. I wasted more than an hour waiting in line one day at the post office only to find out that the ** Code is not a post office code and that it was not scannable and could not be used there.I need a ** Code emailed to me or an even exchange for a different color, (which the supervisor previously refused to do); and an accommodation for the hours I wasted at the post office, on the phone, and writing emails back and forth trying to return this shirt without any success whatsoever.I do not want to hear from or deal with ********** again because this time he insisted that it works at the post office, even though it cannot be used there.The ** code can only be scanned at **************** also told me to pay to return this defective shirt, by paying for my own postage, which I am not willing to do.I am a guide level rewards member and I am not getting good or competent customer service.I still have no way to return this defective shirt.I want my money back.I dont want to waste more hours emailing and calling.I refuse to pay to return it and I refuse to go back to the post office with a ***** ** Code.

      Business Response

      Date: 03/20/2024

      We are sorry to hear of ****************** order experience. Our records indicate our customer service team issued her a $35 electronic gift card for the item and did not make her return it.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 03/20/2024

       
      Complaint: 18143963

      I am rejecting this response because:

      1. Isnt this complaint closed? Why is Eddie Bauer responding in March when I originally filed my complaint last September 2023?


      2. I received an email stating that $20 was deducted from my refund of $32.50.

       

      3. I do not think the business is referencing the correct order.

       

      4. because the business refused to give me a full refund of $32.50, i had to file a dispute with Pay Pal, which I won.

      5. I spent and wasted numerous hours emailing the business which refused to call me and to honor their supervisors promise to me.

       


      Sincerely,

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

      Customer Answer

      Date: 03/20/2024

      What is the balance on the $35 gift card to which the merchant is referring?

      I barely remember this dispute.

      My most recent dispute was for a **** recent order through Chase and PayPal.

      i cannot afford to keep losing time and money when I shop with EB.com.

       

      their customer service is unsatisfactory and often sub par.

       

      i do not have the time or energy to fight for every refund and to not receive competent customer service.

      Their emails are very frustrating and aggravating and the reps refuse to call me.

       

      i had a similar problem with Fitbit.

       

      the last time they took away a $20 accommodation from a supervisor and said that the $20 was really an advance refund.

       

      that was the last straw unfortunately.

       

       

       

       

    • Initial Complaint

      Date:09/21/2022

      Type:Product Issues
      Status:
      Resolved
      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 pants from Eddie Bauer through Amazon Order# ***-1906412-4637001. I returned the pants on September 11, they approved the refund but did not credit my account. I contacted them on Setpember 19. they received the pants, they will credit my **** account on September 20. I have not received the credit.

      Customer Answer

      Date: 09/27/2022

      This complaint has been resolved, Amazon refunded the money that was due to me by Eddie Bauer.  

    • Initial Complaint

      Date:09/21/2022

      Type:Delivery Issues
      Status:
      Answered
      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 9/16/2022 for a backpack via Eddie Bauer's website. I had received a coupon code for $10 off purchase. I used it on a product that was marked clearance, priced $15. The total after coupon and taxes came to $5.20 including shipping, as I selected the "Free Shipping" option. I received a confirmation email for Order# ******** After one day, I received an email update that my order was being cancelled. I then tried to reach out to customer service but was unable as it was weekend. Finally today 9/21/22 I was able to chat with one agent (******) who baffled me with her response. As per her, the EB site does not allow using coupons and free shipping, and any order less than $10 will be automatically cancelled by the system. If this is the case why did you sell a product less than $10 in the first place. If you say coupon cannot be used with free shipping, should that be made obvious while placing order? I was allowed to place order and am told I cannot order because of some policy that should have prevented me from placing order?I had asked for the transcript of our chat, but was told EB cannot do that, so took a screenshot of response. I was told you keep record of all conversations, so you should be able to verify this. I chatted on 9/21/22 1pm Eastern time I would like the backpack be sent to me for $5.20

      Business Response

      Date: 03/20/2024

      We are sorry to hear of ****************** order experience. Our records indicate the customer attempted to use 2 promotions on the order, one for $10 off and one for free shipping. Yes, our system allowed this, but it should not have. We reserve the right to cancel any order received. We cancelled the order due to multiple promotions entered, all our promotions state, cannot be combined.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 03/20/2024

       
      Complaint: 18057376

      I am rejecting this response because: this is not beat practice to allow use of multiple coupons then state we have right to refuse. No further thing needed from this company. Already stopped shopping there

      Sincerely,

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

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 attempted to call Eddie Bauer to return a recalled baby carrier. The product was recalled due to safety issues for the buckles unbuckling and babies falling out of them. This carrier is a danger to my child. When I called, they told me it wasn't available on the website----therefore unreturnable. When I explained that it was recalled by the govermnment I was then told it needed to be unopened in new condition to be returned. I was then instructed to call the manufacturer where the product was made "in *******" for a refund.There are a plethora of websites stating that this was in fact recalled. Here are a list of just a few of them...Search ******* "Eddie Bauer baby carrier recall 41881"Thursday September 12, 2019 This recall involves Gold Inc.'s Eddie Bauer fabric infant carriers sold in Target stores on at target online. The carriers subjected to the recall are black with grey "Eddie Bauer" and "First Adventure" visible on the front.1. https://www.cpsc.gov/Recalls/2019/Gold-Recalls-Eddie-Bauer-Infant-Carriers-Due-to-Fall-Hazard-Sold-Exclusively-at-Target 2. https://goldbuginc.com/eddie-bauer-infant-carrier-recall/3. https://kidsily.com/eddie-bauer-baby-carrier-recalls/4. https://www.cbsnews.com/minnesota/news/eddie-bauer-baby-carrier-recall/5. https://www.legalreader.com/eddie-bauer-infant-carriers-recalled-due-to-fall-hazard/6. https://recall.report/recall/*********/I also called Target's customer service number to ask but no luck. I was told that they have no notes about any Eddie Bauer carrier that was recalled.

      Business Response

      Date: 03/20/2024

      We are sorry to hear of Ms. ******* item issue. All car seats, strollers and carriers were licensed items manufactured by Dorel *** and sold through 3rd party retailers. We no longer sell these items. If there was a recall, the customer should follow the recall instructions; stop use and discard of the items.

      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:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 items online and they never arrived after waiting a month. I contacted customer support to cancel the order and after getting the runaround for two hours they agreed to cancel the order. I have a text exchange that guaranteed me they would cancel the order and not ship it. The next day instead of canceling the order, they shipped it.

      Business Response

      Date: 03/20/2024

      We are sorry to hear of ******************** order experience. Our records indicate that our customer service team emailed the customer advising the request was made to cancel 3 items on the order but that it was a request and not a guarantee that they could be cancelled.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 03/20/2024

       
      Complaint: 17899713

      I am rejecting this response because: your company operated in bad faith. ***** apology years later does not fix this. 

      Sincerely,

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

    • Initial Complaint

      Date:09/02/2022

      Type:Delivery Issues
      Status:
      Answered
      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 an absolute shame! It's about ORDER#:60865401. I placed the order on August 31st way before 12pm, and I paid for a $21 "OVERNIGHT SHIPPING". The employee told me it would be sent the same day since it was before noon. The day after, I'm now receiving an email saying that it has been shipped and that it would take 2 days. Which means that in the end it took 4 days! This is an absolute scam, Eddie Bauer is ran like an absolute joke. I want my money back now!

      Business Response

      Date: 03/20/2024

      We are sorry to hear of ****************** order experience. Our records indicate that the package was undeliverable and returned to us,customer was refunded in full.

      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:09/01/2022

      Type:Product Issues
      Status:
      Answered
      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 2 orders with Eddie Bauer in the first quarter of 2022. 1st Order #******** was placed on 02/22/2022 for $346.80 and 2nd ORDER #******** was placed on 03/01/2022 for $320.75. I ended up returning Item # ******** and ******* from 1st Order for a total of $69.99+$189.99 = $259.98 excluding taxes and Item #******** from 2nd Order for $149 excluding taxes. The total refund is $408.98 excluding taxes. The returned items were received by Eddie Bauer on April 6th 2022 and April 12th 2022 as shown in the attached pictures. It has been 142 days or almost 5 months but I haven't received my money back yet. We as a family were going through a lot and I finally remembered to reach out to Eddie Bauer on July 26th 2022. I emailed ************** (Eddie Bauer Office of the President) on her email ********************************** about this and gave her all the details but I haven't heard back and seen my money yet. I also emailed ********************************** about this situation and just received a generic email saying that my request was being reviewed. I haven't heard anything yet. I am attaching all the files here with the details of what happened. Eddie Bauer needs to refund $408.98 + ****% taxes = $442.72 total amount including taxes ASAP.Please help me in getting my money back ASAP.Thank you *****************

      Business Response

      Date: 03/20/2024

      We are sorry to hear of Mr. ***** return experience. Our records indicate that we emailed ************ a gift card for $345 for his return.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.
                                                              
      Sincerely,
      Eddie Bauer ****************

    • Initial Complaint

      Date:08/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      My name is ************** purchased 6 items on June25 but have not received any items. I called Eddie bauer customer by phone and the person named *** did not want to give me the refund unless I report to the police.It is not listed on Eddie bauer's website that in case the package is lost in transit that the buyer has to file a police report in order to get the refund. They only gave me a refund for 3 items but to get the refund for the rest of 3 items I have to report to the police. I never agreed that I will report to the police if the package is lost in transit when I made the payment for these 6 items. Please help me to the full refund. Thank you so much.06/25/2022 ****** CAD Order# ******** - Refund not received 06/25/2022 **** CAD Order# ******** -Refund received:

      Business Response

      Date: 03/20/2024

      We are sorry to hear of *********************** order experience.Our records indicated that we shipped and delivered the order in question. The police report was required because of the delivery. Our records indicate the customer filed the police report and a full refund was given.

      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:07/25/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Morning, I am a Eddie Bauer customer credit card holder,I am having difficulty with my profile online to pay my **** or on phone too, their is a pop up stating that my profile is foreign and refusing to take my payment. I have try for 1month to correct and call for help with this problem. I am trying avoid being charged late fee, customer care representatives unable to comprehend and help me with computer problems. I am retired and do not want negative on my credit report. Can u please have the company contact me to correct this computer glitch.i have been a Eddie bauer card holder for years. No response I have left emails for helps no response and no answer when I call customer care.

      Business Response

      Date: 03/20/2024

      We are sorry to hear of Ms. ****** attempts at paying her Eddie Bauer credit card. Our customer service team is unable to assist with credit card payments or anything pertaining to the website to make payments.The customers must reach out to the credit card company, Comenity, directly for such inquiries.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                              
      Sincerely,
      Eddie Bauer ****************

      Customer Answer

      Date: 03/20/2024

       
      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,

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

    Eddie Bauer, LLC is NOT a BBB Accredited Business.

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