Complaints

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

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  Eddie Bauer, LLC

  2200 1st Ave S Ste 400 Suite 400 Seattle, WA 98134-1452

• 

  Eddie Bauer, LLC

  10401 NE 8th St Ste 500 ATTN: Office of the President Bellevue, WA 98004-4346

• 

  Eddie Bauer, LLC

  3000 184th St Sw # 294 Lynnwood, WA 98037

• 

  Eddie Bauer, LLC

  1600 N Riverside Ave Unit 2113 Medford, OR 97501

• 

  Eddie Bauer, LLC

  204 Briarwood Cir Ann Arbor, MI 48108

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  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 placed an order on 11/28/23. Eddie Bauer had a year long return policy, and due to some personal issues, I had to drop off the return close to the deadline but it was within the 1 year deadline.They are not allowing me to get a refund even though I clearly returned the item by the permitted date in their deadline.I spoke to multiple **** before this as well and was ensured that dropping off the item would allow me to get a refund. I chatted in 5+ times about this issue and also called, who all assured me that I would get my money ******** the **** are telling me that because the item was RECEIVED after the yearlong deadline that it would not qualify. I cannot predict how long items take to be shipped back, but I have proof from *** that the item was dropped off before the year, as per the policy.They did change their policy in the past few months to only have a 60 day return policy and because of that, I even had to chat in because they were denying my return request even though I made my original purchase BEFORE their policy change.HORRIBLE COMPANY I need help with this issue and the **** are just running in circles, refusing my refund even though they told me previously that I would.Horrible business that only wants your money and lies to their customers.I can provide multiple *** names of people who are just lying to my face and refusing my refund.

  Business Response

  Date: 01/23/2025

  We are sorry to learn of Mr. **** return issue. Our records indicate Ms. *** was issued an electronic gift card when the return was received as it had been over a year when the return was received. Our system purges payment information at the year **** for safety precautions,we cannot issue refunds to original method of payments, only gift cards.
  
  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: 01/23/2025

   
  Complaint: 22812344
  
  I am rejecting this response because: 

  Hi *****,

  This is unacceptable. I have included the email of when the purchase was made 11/28/2023 and screenshots that the item was dropped off before the year deadline 11/27/24.
  
  I have phone call records of representatives assuring me that I would get my refund back to my card and also chat correspondence about getting a refund back to my card.
  
  I do NOT want a gift card. Please send the money back to my card.
  
  UPS tracking here: ****************************************************************************************************************
  
  Best,
  

   

• Initial Complaint

  Date:01/06/2025

  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 ordered 2 base layer shirts on Nov 28th. A filler item was also added to the cart to get free shipping. On Dec 4th, I was told via email that the shirts are on backorder. On Dec 5th (discovered retroactively), the shirts were cancelled without any notification to me. And I was charged shipping fee for the filler item that has already been shipped (and subsequently delivered before I knew the main items were cancelled). I only found out about it on Jan 5th. Tried to contact on 6th and was told they have to cancel because of lack of stock. But no refund will be provided for the filler item or the shipping. It also took away $15 coupon I used on the order. The *** I was in contact with refused to take any responsibility, citing "I was not charged for items that were not shipped". Amount entered below does not include any value of the lost $15 coupon.

  Business Response

  Date: 01/13/2025

  We are sorry to learn of Mr. ***** recent order issue. We applied the coupon correctly and issued a refund of $15 to Mr.****.
  
  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:01/03/2025

  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 the jacket on black Friday it was supposed to be delivered in 5-7 business days i reached out multiple times and they told me it was shipped i checked the shipping tracking and it was only a label created the product was never shipped. On January 1 2025 i reached out again and they f8nally told me it was lost i had to reorder the jacket however they didn't have my size available in the color I wanted. I believe they were sell8ng product that they did not have inventory for and should have been better at handling the situation. I feel like I was scammed from the beginning and missed out on other deals with different retailers. I would like a full refund due to the frustration and lack of visibility and trust.

  Business Response

  Date: 01/13/2025

  We are sorry to learn of Mr. ***** recent order issue. Our records indicate Mr. **** contacted our customer service team regarding this item he never received and a full refund was issued on 1/1/25 for the Mens jacket.
  
  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:01/03/2025

  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.

  Received a men's puffer vest as a gift. Gifter did not provide gift receipt. on 12/26, went through Eddie Bauer (EB) chat with ***** explained I wanted a gift exchange for a different size (I need a large not medium). He instructed EB does not do exchanges but he took my name, email, address, etc and said within 48 hours I would receive a *** return label to return item. Once item received by **, a gift card would be issued so I could purchase the size i needed. After 3 days passed, still no label. I call EB cust svc and spoke to Machineah on 12/29. She saw the notes from my chat with **** but didn't see any action was taken to provide me label. She updated the ticket to reflect my concerns and noted specifically that I need a return label, I will send back item and then received gift card. She looked it up by my email and phone number and all info regarding this was in the system. She said I should receive label to my email in a few days. It is now 1/3/25, still no label. I have spend more than 2 hours between the chat with ***** the call I made to EB customer service, and now this complaint. This is ridiculous, please send me a return label so I can return this gift I received and get the appropriate size I need. Make this right, do the right thing and please do it in a timely fashion. That fact that I have spent more than 2 hours on this already is unacceptable. I don't deal with Eddie Bauer and their products too often, now I see why.

  Business Response

  Date: 01/13/2025

  We are sorry to learn of Mr. *********** recent return issue. We have reached out to Mr. ********** directly to address his concerns and replace his vest.
  
  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:01/02/2025

  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.

  Early this morning, I ordered 2 thermal crew neck shirts online from Eddie Bauer, one black and one dark blue, I received an immediate confirmation email but it was for FOUR shirts 2 each of each color I wrote them immediately advising I only ordered 2 shirts, I should mention they also put a hold on my bank account for the cost of the 4 shirts Hearing nothing more from them I reconnected around 11 this morning, I was told there was nothing they could do, the ordered was processed Their solution was when I received the shirts I would have to return them then when they received them back they would issue a refund which I would have within 7 days of their receipt Since the fault was entirely theirs, I believe theyve lowered the bar on customer service to the loan shark level

  Business Response

  Date: 01/02/2025

  We are sorry to learn of Mr. ****** recent order issue. At Eddie Bauer, we try to process orders as soon as they are placed. We only have a 30-minute window once an order is placed to cancel before it is sent to the warehouse for fulfillment. We did not change his order;he ordered a quantity of 2 thermals in each color. In the interest of customer service because we cannot cancel the quantity shipping to him, we processed a 50% discount to the order and removed the $9.99 shipping fee. He may choose to keep all 4 shirts or return them, the choice is his.
  
  
  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: 01/03/2025

   
  Complaint: 22759128
  
  I am rejecting this response because:
  When I made my order my cart was empty, I certainly did not order 2 of each color and notified Eddie Bauer immediately after receiving a confirmation email showing 2 of each color, this was well within 30 minutes of placing the order, and Im sure they have a copy of it This is more and more to me deceptive business practices

  Sincerely,
  
  ***** Story

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Eddie Bauer Kids on a Friday night. I immediately realized that I had placed an order for the wrong size. My research showed that I was not able to change it online, since they had no way of doing this. I called their customer service line and was informed that they were out until the following Monday at 10 am but I could write them an email. I immediately wrote them an email asking for the change and letting them know of my mistake. On Monday I called at 10 am exactly (when they opened) and they let me know the order is not changeable and I was stuck. The woman said she would send me a return shipping label, which she never did. Eddie Bauer is using predatory techniques and going out of their way to not let consumers cancel or change their order. It is simply unacceptable. They have all over their site that once the order is placed, it cannot be canceled, even if it's a mistake. Stay away. They lost a customer for life.

  Business Response

  Date: 01/02/2025

  We are sorry to learn of Mr. ***** recent order issue. At Eddie Bauer, we try to process orders as soon as they are placed. We only have a 30-minute window once an order is placed to cancel before it is sent to the warehouse for fulfillment. Mr. **** can return the order once it is received.
  
  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:12/30/2024

  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 recently went to your store located at ************ in *********, **. To replace a coat I was unsatisfied with due to manufacturing error. I have never had any issues with replacing an item at Eddie Bauer and I purchase a lot of outdoor clothing from Eddie Bauer because you stand behind your clothing and have an outstanding unconditional lifetime guarantee. This is the coat I was replacing:*****************************************************'s-evertherm-down-jacket?sp=1&color=Black I brought the coat to the front desk and was told by your store manager that I needed a receipt and pointed me to your "return policy". I informed her that I didn't want a return i wanted a replacement which is stated on your website:PRODUCT GUARANTEE CLAIMS *** 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 60 days for a replacement or to have the original purchase amount credited to your original form of payment.?If your product is deemed defective but has no proof of purchase or was purchased outside of the 60-day return window, you may only exchange or replace it with a similar item at an Eddie Bauer store for up to one year from the purchase date." ******************************************************************************************************************* I then left as it was Christmas Eve. I returned today with documentation from your website. The store manager, who refused to give me her last name, "******," then told me if I didn't leave she would call security. I never raised my voice or even stated anything other than she should honor your policy. I did ask if she had a law degree, as she was more interested in arguing with me than helping me. I am disgusted by the way the store manager treated me and find this to be completely unacceptable but I also want Eddie Bauer to stand behind your warranty.

  Business Response

  Date: 01/02/2025

  We are sorry to learn of Mr. ************ return issue. 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 over a year 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 ****************

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22748045
  
  I am rejecting this response because:

   

  please revere your own companies satisfaction and re read my complaint this is not at all a reasonable response.  I want you to honor you policy that is listed.  I am beyond disappointed with Eddie Bauer this is a new management philosophy that is extremely short sited.  As a customer that spends several thousand a year at Eddie Bauer and Im only 44 you have successfully lost a customer for life!  
  

  This is listed on your website and Im not accepting this, nor do I plan on every shopping with you again!  Eddie Bauer used to stand behind their products this clearly isnt the direction of the organization anymore!!

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

• Initial Complaint

  Date:12/28/2024

  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 purchased an expensive jacket $329 and probably got at 1/2 off, through Eddie Bauer in Dec. 2018. I didnt wear it for years as I gained weight. Just last year I fit into it again and went to wear it last week and both front pockets are broken. I can send a photo. And they cant be sewn back like a regular jacket. I know they changed their lifetime guarantee policy in 2019/2020 but I purchased this jacket before and they are not honoring the Warranty. Or even offering close to what I paid for the jacket. They offered me a $35 gift card.

  Business Response

  Date: 01/02/2025

  We are sorry to learn of ************ recent jacket issue. 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. Ms. ********* jacket was purchased over a year ago and therefore cannot be replaced.
  
  
  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: 01/02/2025

   
  Complaint: 22740073
  
  I am rejecting this response because: When I purchased this Jacket in 12/2018 it had a lifetime guarantee. That should be honered more than saying nothing we can do. I am not asking for a full replacement but would hope they could give me a gift card  for more than $35 to go towards purchasing a new one. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/25/2024

  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 Jacket from Eddie Bauer at **************. In 2 weeks, feather started coming out from the sleeves. When I called the store, they said they cannot file a return because the label is already taken out. Now I am stuck with the jacket from which feathers keep coming out.

  Business Response

  Date: 01/14/2025

  We are sorry to learn of Mr. ******** recent return issue. Our records indicate Mr. ******* was refunded in full for the order number provided for the Mens MicroTherm 2.0 Down Jacket.
  
  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:12/23/2024

  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.

  Purchased a jacket. It was not the right size. Returned the jacket. I have the tracking number. I had to contact them after 2 weeks because they didn't bother to refund. They are charging for refund processing. Rip off company. I want my refund in full.

  Business Response

  Date: 12/27/2024

  We are sorry to learn of Mr. ***** recent return issue. We have processed a refund for the $7 return shipping fee 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 ****************