Business Profile

Retail Sportswear

Eddie Bauer, LLC

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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:02/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a very expensive 4 season sleeping bag because Eddie Bauer *** assured me that its worth the high price due to Eddie Bauers lifetime warranty that will cover the bag for any defects for its lifetime. Now Eddie Bauer has changed its warranty policy to only protect items for 1 year from the date of purchase. While that apply for new purchases, they need to honor their old warranty for items sold under that policy. My sleeping bas has a fabric issue that has developed and its leaking down filling. I need it ***laced per my warranty at the time of purchase.
Business Response
Date: 02/07/2025
We are sorry to learn of Mr. ******** recent inquiry. At Eddie Bauer, we take great pride in designing high-quality products that are built to last. If you happen to encounter any issues with your Eddie Bauer product due to defects in materials or workmanship, we are happy to offer you a replacement or a credit back to your original form of payment within 60 days of purchase with proof of purchase.

If you find yourself in a situation where your product is deemed defective, but you do not have proof of purchase or it falls outside of the 60-day return window, we still want to help. You can exchange or replace the item with a similar product at any Eddie Bauer store within one year from the purchase date. We leave the final decision up to the store to ensure that you receive the best possible assistance as they can physically examine the item. Mr. ******** item was purchased 9 years ago and therefore cannot be replaced.

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:01/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 11/26/2024 for $82.59 for 4 pairs of leggings (as a Christmas gift for my mother in **********). All 4 leggings were on clearance with an additional 60%, I had a $15.00 reward credit, and free shipping, totaling $82.59 (as seen in the screen shots of my emailed receipt). I received an email on 11/27/2024 stating the magenta and the patriot blue leggings shipped and was charged $46.68 (which is correct for these two items). I received no communication in regards to the two pairs of dragonfly green leggings, but I kept checking my account to see that they were backordered. One pair of dragonfly green was eventually shipped and received on 12/17/2024, the second was never shipped or received and is no longer shown on the order in my online account. On 01/02/2025 my card was charged an additional $156.32 for this order, and my online account reflects that, they removed the sale prices and discounts from my initial purchase and added a shipping charge, but under payments shows the initial order total of $82.59 (see screenshot). Upon receiving the credit card statement, I called customer service on 01/28/2025 where the representative argued with me on the price of the items even though I provided my initial receipt with proof of initial discounts, rewards credit and free shipping. I was placed on hold for a supervisor who was never available and never received a call back in the agreed upon time frame. In short, I was over charged approximately $141.88 for the items I received, and customer service refused to acknowledge or try to correct the overages.
Business Response
Date: 02/14/2025
We are sorry to learn of Ms. ******** order issue. Our records indicate there was a duplicate charge, we did receive the dispute from her bank and accepted it today, 2/14/25. It may take 5-7 days for her to see the funds from her bank, but we have accepted the dispute to return the overcharge of $156.32 back to her.

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: 02/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:01/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had been having numerous issues with my Eddie Bauer Rewards Account for almost a year now. I had been contacted and working with ***** ****** from the office of the president. After much back and forth and time we seemed to have worked out most of the issues. It wasn't the most convenient as I had to change the email associated with my account to one I use less but the promotional emails were being received, my rewards account had been fixed and my information transferred. Any online purchases I made were linked to the correct account, my ******************** I had my rewards number and everything seemed resolved. I went into a store as opposed to online and made a purchase. There were new issues that needed to be addressed. When giving the phone number to the associate to reference my new account when I received a copy of the receipt it was showing linked to my old email with the defunct Rewards Account and not my new one. This is important as purchased accrue points on you account and with those not reflected correctly it affects your account status which can lower the threshold for shipping, among other things. I immediately reached out on 12/28 to let ***** know of this issue. She had been quick to respond but there was no answer as of 1/3/2025. I emailed general customer service on the 9th and didn't hear back until 1/13. Ms. ****** had been out of the office ill and said she would get this sorted out and get back to me shortly. As of a week later on 1/20 no response. I am tired of dealing with this situation. I know it has been a hassle to correct but this issue will be going on for a full year in a couple of months. I'm tired of dealing with this ongoing problem. Until I was finally put in contact with Ms. ****** for months I had been dealing with customer service associates who were uncertain what I was asking, would constantly reassure me my issues would be corrected when they were not and problems with language barriers.
Business Response
Date: 02/06/2025
We are sorry to learn of Mr.Perrottis rewards account issues. We reached out to Mr. ******** directly to resolve his concerns.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 02/07/2025

Complaint: 22866834

I am rejecting this response because: This issue in a couple of months will have been going on for almost a year. I have done everything I can to cooperate and be patient with the situation however the representative who had been helping me, after being out for a while ill from work, has not returned any of my messages for over two weeks. She only reached out once I opened another BBB complaint.

Sincerely,

***** ********
Business Response
Date: 02/18/2025
Again, as previously stated we are sorry to learn of Mr. ********* account issues. We reached out to Mr. ******** directly and are trying to actively resolve his concerns.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 02/19/2025

Complaint: 22866834

I am rejecting this response because: New issues have arisen in the process of fixing my account. This has been going on for almost a year now with no resolution. This is the most recent contact I received from Eddie Bauer directly:
Hello *** ********,

Confirming receipt. I am forwarding to the marketing team as I am at a loss anymore. I will follow up once I know more.

Sincerely,

***** *.
Eddie Bauer Office of the President

If the *********** Liason is unable to get their marketing team to resolve this I do not have much hope this can or will be fixed. I had mentioned to ***** that I debated having all my information deleted and start a new account from scratch however there are so many snippets of information floating out there attached to multiple accounts I fear the marketing team won't address the removal of all information. I fear it could make it worse.

Sincerely,

***** ********
Business Response
Date: 02/26/2025
Again, as previously stated we are sorry to learn of Mr. ********* account issues. We reached out to Mr. ******** directly and are trying to actively resolve his concerns.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 02/27/2025
I have been in contact with ***** *. at the office of the President with Eddie Bauer. I did receive an email that she was advised the account was corrected. There had been a promotion available where if I used a $15 loyalty discount I would receive a second $10 one free in my email. Once that arrives I will be heading to my store to make a purchase with my rewards account. Then I will be able to confirm that everything is corrected via my receipt and I will be happy to close the case.
Customer Answer
Date: 03/06/2025
I was in contact with ***** from Eddie Bauer and last emailed her on 3/3/25 with no response as of yet. This issue has gone on for well over a year with no resolution. I have tried to be patient but I have invested too much time and effort as a customer into having my account issues resolved. On February 25, 2025 I was advised all was corrected. A subsequent trip to one of their locations proved this to be wrong. But this issue is not resolved nor does it seem that it will anytime soon. I am so frustrated with this entire process. I am including a PDF of part of our email chain so it is documented not only where I was told everything was corrected but also a summary of my most recent experience.
Business Response
Date: 03/06/2025
Again, as previously stated we are sorry to learn of Mr. ********* account issues. We reached out to Mr. ******** directly and are trying to actively resolve his concerns. Yes, he is not receiving emails daily with status updates, but we are staying in contact with him.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 03/06/2025
I am actually receiving the emails daily. The issue currently is that my account online on their website is connected to a different rewards number than if I shop in-store. My receipts are emailed to an old address when they should be coming to my current one I receive the daily emails at and my phone number brings up the wrong rewards account. I will close this case once it is resolved but it just seems it cannot be fixed by the company. It just does not seem like that hard of an issue for a marketing team that works with computers to actively fix. This is not a systemwide problem but merely one account. I am baffled how much has to be done to correct it.
Business Response
Date: 04/01/2025
Again, as previously stated we are sorry to learn of Mr. ********* account issues. We reached out to Mr. ******** directly and are trying to actively resolve his concerns.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 04/01/2025

Complaint: 22866834

I am rejecting this response because:
I am not sure that the issue is fixed. ***** from the office of the President said they were having meetings and it would be worked on. Until I next shop in store I will not know if it has been resolved. However I did reach out to ***** on March 20 to check for a status update and never received a response.

Sincerely,

***** ********
Business Response
Date: 04/03/2025
Again, as previously stated we are sorry to learn of Mr. ********* account issues. We reached out to Mr. ******** directly and advised him that we are trying to actively resolve his concerns. Yes,there are upper-level management meetings being held to identify/solve the issues. Nothing further at this time can be done by customer service.

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

Sincerely,

***** *.
Eddie Bauer Office of the President
Customer Answer
Date: 04/04/2025

Complaint: 22866834

I am rejecting this response because: I have been having this issue for well over a year now. I have put much time and effort into resolving this on my end, and have nothing to show for it. Now every time I shop in-store and use their loyalty account, which rewards you for your purchase, I will not receive credit unless I attempt to reach ***** every single time. If ***** should move on for some reason from Eddie Bauer I would have to start over. If there is nothing that can be done and I still have to put much time and effort into every single transaction I make in-person from now on I believe after all this I should receive some compensation for my trouble. I do not think that is unreasonable and certainly out of the question. I am still shocked that a company as large as Eddie Bauer cannot fix one account issue.

Sincerely,

***** ********
Business Response
Date: 04/11/2025
Again, as previously stated we are sorry to learn of Mr. ********* account issues. We reached out to Mr. ******** directly and advised him that we are trying to actively resolve his concerns. Yes,there are upper-level management meetings being held to identify the issues.Nothing further at this time can be done by customer service.

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

Sincerely,

***** *.
Eddie Bauer Office of the President
Customer Answer
Date: 04/12/2025

Complaint: 22866834

I am rejecting this response because:
I had emailed ***** on 3/20 and never heard a response besides what was done here. If customer service is unable to fix my issue then can Eddie Bauer purge any and all of my information from their system? Then if I wish to remain a customer I can start from scratch. But if the important part of their rewards programs is earning points for purchases then if I am unable to that is unfair. As I stated before then I would have to reach out every time I shop instore to get the points I earned. Not only do I want all my information deleted from Eddie Bauer so I can start a new account but if I have any issue after and can prove my information is still in the system to have ***** respond to my emails. The last email I got from here said all this is being worked on with no date. Especially with all the times I reached out and was told by customer service it was or would be fixed next time I shopped then just let me start fresh. I don't care at this point about trying to keep emails, numbers, points, status, etc. Trying to keep anything in the system would just become a problem. But please have ***** be available if needed. If all this information can be removed, I can create a new account from scratch and shop in store or online and get the points on a brand new account I will accept a resolution.

Sincerely,

***** ********
Business Response
Date: 04/22/2025
I have been advised that the customers account has been corrected. Our IT/Marketing team had to determine why our stores registers were not linking with our online records and correct it. I have been advised that this is complete and all purchases, online and in store should reflect in Mr. ********* correct rewards account.

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

Sincerely,

***** *.
Eddie Bauer Office of the President
Initial Complaint
Date:01/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/31/24 I purchased a childrens coat from Eddie Bauer Kids online. I paid $59.49 total, $9.99 of which is shipping, and $49.50 for the coat. When it arrived, it did not fit my daughter. I immediately attempted to return the coat, and saw that I would be charged an additional $9.99 return shipping. That seemed extreme, so I decided to return it to a store. I drove to an Eddie Bauer store on January 8, only to be told they no longer accept childrens items in stores. I then called the customer service line for **********************, who told me the Eddie Bauer Kids has a different phone number. I then had to look up a different customer service contact number, and talked to someone who said something akin to oh well, itll be $9.99 return shipping. When I asked to speak to a supervisor, to file a complaint, then they offered to waive the shipping fee. But there was a problem with the system so they couldnt send me a return label yet. Ive emailed literally about 10 times trying to follow up. Only today, more than 3 weeks later, did I finally get a return shipping label. Im the mean time, I could not file a complaint with BBB because nowhere on their website is there a physical address, and the company was not listed in the BBB system yet. I want my full amount refunded for this ridiculous ordeal, including the original shipping.
Customer Answer
Date: 02/11/2025
I see the message from the BBB, but I can close the complaint, because I have been refunded in full at this time. I was disgruntled at the slow pace of my interactions, but it was eventually resolved.
Initial Complaint
Date:01/25/2025
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.
At checkout we paid Eddie selected the 2 day $16.99 option at checkout. It could still take 10 days to get your items, however this is not mentioned where this option is selected. It is misleading t9 consumers who pay for expedited shipping that is presented as 2 day.
Business Response
Date: 02/19/2025
We are sorry to learn of Mr. ***** recent order issue. Expedited shipping charges and times refer to the shipping time only, not the processing time. Mr. ***** provided a screen shot that states above the continue button Order may take up to 7 business days to ship due to heavier order processing time. Pre-order item(s) will ship when available. We have refunded the shipping charge as a courtesy.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 02/19/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****
Initial Complaint
Date:01/23/2025
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 made this purchase in December 2023 and received the items around mid December; I had not even opened them when I became ill with vertigo and I did not recover for several months. This fall I opened the packages and found the coats too big. I had a year to return them and requested a return November 28th. The return label was for *********** which was on strike so I printed it, but also called Eddie Bauer to see what I should do since the return period could be up by the time the strike was over; I was told to call back after the strike and a new label would be issued.I posted the return after the strike was over and Eddie Bauer received it December 27th. I contacted customer service by email January 4th and was told that a refund was issued to my credit card and I would see it within 3 to 7 business days.January 14th I sent another email to let them know that no refund had been issued. In response, they said that they had issued a refund January 4th and to call them, they would like to see my bank statement. I called, and was told that a gift certificate had been issued (I did not receive one) because the purchase was more than a year old. I explained about the strike and being told that I could return the items afterwards, and I was told that the gift certificate would be cancelled and the refund issued. Within three to five days.January 18th, I sent another message; this was being investigated and I had to wait three to five ********** I checked in again. I asked them to please not ask me to wait another three to five days; but, same message, another three to five days.I have all of these emails if you want to see them.
Business Response
Date: 01/29/2025
We are sorry to learn of Ms. ******** return issue. Our records indicate the order was returned after one year and therefore we cannot process the refund back to the original method of payment.We have requested a refund check be issued for the return, but it will take ***** days to process by our finance team. We have requested the check be expedited once it is processed.

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

Sincerely,
Eddie Bauer ****************
Initial Complaint
Date:01/21/2025
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.
On Monday Jan. 13th I made order number: ********. The next day on Jan. 14th, I was emailed that my order had been shipped. Eight days later the tracking information still said that label was created and that ************ was still awaiting my package. *** cannot find that they ever received it. I tried through the phone and email to get customer service at ********************** to help, but they want me to wait. I need the item that I ordered. It has been over a week, and it appears they messed up and made a label but never shipped it out. The order was less than $15, but the customer service act like I am pulling something or just arent listening to me. I would like them to ship another out. I got the top at a special sale price with reward dollars that I want to use towards this top.
Business Response
Date: 01/29/2025
We are sorry to learn of Ms. ****** order issue. Our records indicate the item Ms. ***** ordered did ship, however it is lost in transit. Our customer service team issued a full refund for the order. We have emailed Ms. ***** a gift card for a future order as a goodwill gesture as the item she ordered is no longer available. We hope that she can find something else to love.

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: 01/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:01/21/2025
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 some clothing for my son for a snowboarding trip. I returned the order as they did not fit. Since the clothing all shipped at different times, I returned them at different times. One of my returns was never refunded, even though it was received by Eddie Bauer over a month ago. The website states 3-7 business days for refunds to be credited back to the form of payment, once items are received. Eddie Bauer is always unavailable when calling the phone number provided. The date of this transaction was 10/26/24. The order # is ********. The amount owed for the return which included 2 pairs of ski pants...Powder Search 2.0 Insulated Waterproof Ski Pants in Black, Medium and Powder Search Insulated Waterproof Ski Pants in Storm, Medium is $219.42 ($99.00 each plus the tax). The *** return tracking # to show these were received back to them on December 18th 2024 is #1ZF21K569010737730. I would like my money back for these returned items.
Business Response
Date: 01/29/2025
We are sorry to learn of Ms. ******** return issue. Our records indicate 4 items were refunded to Ms. ******** ****** account on 12/12/24 and the additional 3 items were processed on 1/9/25. All 7 units that were returned have been refunded to her ****** account in the amount of $594.27.

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: 01/30/2025

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 amounts refunded were split into smaller increments as opposed to the one price paid for each item, so I did not catch the entire refund given and had to add all the smaller amounts equaling the price paid to verify. I am still missing a refund though for a pair of Voyager fleece lined jeans totaling $54.58 from Order #******** that was received back to you on January 8th. Hoping to see that refund soon without having to open another case.

Sincerely,

******** *******
Initial Complaint
Date:01/17/2025
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.
Orderded several item before Thanksgiving for Xmas gifts for my husband. After a few weeks, finally received part of the order and promptly returned as it was ill fitting. Never received the rest of the order so called to cancel as they had charged me the entire order of $171,12. I finally received the refund for the returns of $106.96, but they still havent refunded the rest which was never delivered to me for $64.16. I have called numerous times and have been told theyd handle this in ***** hrs and each time Ive never heard anymore from them. Its been weeks and I just want the refund Im due. Please help resolve this and thank you.
Business Response
Date: 02/19/2025
We are sorry to learn of Ms.Edmistons recent refund issue. Our records indicate we were able to complete the adjustment successfully and a refund of $64.16 should be received within 3-5 days.

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: 02/21/2025

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,

**** Sue ********
Initial Complaint
Date:01/15/2025
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 ordered 4 items in June 2024, returned two of them for fit immediately. One of the 2 remaining items ("hempify shirt"), with very little wear, had the button hole stitching start to unravel on multiple buttonholes. (The stitching basically wasn't attached to the fabric well enough.) In Nov I began to follow the online instructions to instigate the return process but was unable to find my order on my account. When I called a day later, the ***resentative said I couldn't return it but I could mail it in for an exchange, but he was unable to see my order, either, so he referred it to the IT department. IT emailed me Dec 12 with "Thank you for contacting Eddie Bauer regarding issues seeing your ecommerce account online. The ecommerce account appears to be corrupt that your Adventure Rewards account, ********* is linked to. We will surely help you find a solution to accessing your account." Meanwhile I had other contacts from EB expressing "sincere apologies" and doing nothing other than telling me that I couldn't return the order, but the original customer service person I reached definitely said I could, and if the company pulls up that phone record (late Nov/early Dec) I know it will be recorded there. Nor has my account been corrected, or my original order attached to it. There is no record in my profile of having ordered at ****** sum: I ordered online in June, and it's my understanding that it is only after that that EB changed it's exchange policy to a requirement that exchanges can only occur in a physical store. I'm 6 hours away from a store, so this is pretty unreasonable, plus the customer service person obviously was not aware that the policy had been changed, either. I want to exchange an item with a factory defect, in the mail, the way I purchased it, as the customer *** said I could.
Business Response
Date: 01/23/2025
We are sorry to learn of Ms. ************** issue. We reached out to Ms. ******** directly to address her concerns.

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: 01/24/2025

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. Eddie Bauer made a full refund of the item; thank you.

Sincerely,

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.