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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.
    • 103 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:12/20/2024

      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 placed an online order on Dec 9, 2024. Have contacted them via their chat and email numerous times Ive received two computer generated excuses. One indicating delay due to overwhelming orders, the other due to moving warehouse locations. I have not received any shipment status, tracking number, nothing. Status simply says in process. Ive asked to cancel numerous times and am told I cannot cancel after 30 minutes of placing order. Mostly foreign agents that respond with scripted reply.

      Business Response

      Date: 12/21/2024

      We are sorry to learn of Ms. ********* recent order issue.We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      We deeply regret this situation and appreciate their continued patience as we work to ship their order.

      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:12/19/2024

      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.
      I ordered two shirts for my husband for Christmas on December 5. The order still has not shipped out. I requested cancellation. I was told they cannot cancel the order.

      Business Response

      Date: 12/20/2024

      We seriously apologize for the inconvenience caused in the delay of Ms. ********** order. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      Also,please be advised that after an order is placed and before an order ships, you may see a pre-authorization hold on your bank card to ensure the funds are available. However, this is not a charge. A billed charge will not be submitted until the order ships. If for any reason, the order is not processed, your financial institution will remove the pre-authorization normally within 5-7 business days, but the time frame can vary by the financial institutions. 

      We are happy we had the opportunity to address our customers concerns. Again, we apologize for any inconvenience she has experienced and appreciate her business.

      Sincerely,
      Eddie Bauer Customer Care.

      Customer Answer

      Date: 12/20/2024

       
      Complaint: 22709022

      I am rejecting this response because I don't want to receive a charge on items I have contacted you to cancel numerous times. Why would I want Christmas presents after Christmas? I placed the order December 5, and was told it would ship within 7 business days. I was never notified of any delays in the process, until AFTER i contacted you MULTIPLE times. 

       


      Sincerely,

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

    • Initial Complaint

      Date:12/18/2024

      Type:Sales and Advertising 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 am writing to express my deep disappointment with the service I received at Eddie Bauer ********* location during a recent visit to exchange a coat purchased online.I had purchased online on 12/7/2024, the **** ****** Down Duster in size M, which ran large, so I contacted your Burlington store on 12/19/2024 to inquire about exchanging it for a size S. I was informed they did not carry the item and I called the Lynnfield store. After confirming with an associate named Lily that they had the size I needed and that she would hold it for me, I drove nearly an hour to the store, only to be told that the coat was not available.This experience was made worse by the following issues:1. I was incorrectly blamed for providing the wrong coat name, despite having provided the same information to the Burlington store without issue.2. The staff offered no apology for their error or the inconvenience caused.3. Conflicting pricing and malfunctioning checkout machines made the process of finding an alternative coat unnecessarily difficult and frustrating.4. When I asked to speak with a manager, the same staff members claimed to be the managers, offering no resolution or accountability.Ultimately, I decided to return the coat I had purchased online and left the store feeling very upset. I spent 1.5 hour in the store, almost fainting from hunger and the emotional distress caused by the experience.Eddie **** owned an apology to me, I hope some higher manager could look into this incident and provide an explanation for the poor service.

      Business Response

      Date: 12/19/2024

      We are sorry to learn of **** ****** recent experience. We have emailed Meng Hong with an apology. We appreciate you taking the time to share your feedback about your recent experience with our company. We are sorry to learn that we disappointed you and that you had to invest your time in contacting us to bring it to our attention.  
       
      Thank you for reaching out and reminding us why you have been a part of our success for many years. We hope you give us another opportunity to be of service to you in the future.
       
      Sincerely,

      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/19/2024

       
      Complaint: 22707280

      I am rejecting this response because:

      Sincerely,

      **** ****

    • Initial Complaint

      Date:12/18/2024

      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.
      Ordered item on 12/04/24. Received confirmation email for purchase. My order number is #********. I have called customer service three times in last week. Im told its due to a moving warehouses delay. I have never received email regarding out of stock/backorder. Item still shows s in stock. **************** has even told me that today. ***** promises thus far on getting my order shipped to me. I need to know if item is even actually available or its not so I can cancel the order if it is not getting shipped ever. Please help on this order problem.thank you.

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ******** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      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:12/17/2024

      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 two shirts on November 28 and a few days later they sent 1 and updated the status on the other to shipping soon and then closed the order and never shipped the second shirt. I have contacted them several times and they just send me the same form letter full of excuses. But they refuse to investigate, they arent shipping it, and they are refusing to refund my money. I really just want what I paid for but if BBB cant get through to them I ask that you can help me file a fraud complaint.

      Business Response

      Date: 01/02/2025

      We are sorry to learn of Mr. ******** recent order issue. We were experiencing delays with shipping orders out prior to the holiday season. Our records indicate the second shirt ordered was cancelled on 12/26 per Mr. ******** request.

      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: 01/02/2025

       
      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:12/17/2024

      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.
      Placed an order on 28-Nov for 3 pieces and was advised of a ship date of 5-Dec. As of today (17-Dec) order is still showing in process and after multiple failed attempts with Eddie Bauer customer service have no resolution. They have blamed a new distribution center, a new warehouse etc and have assured me that nothing is back ordered yet I believe Im being lied to as the website now shows the items as unavailable. They have refused to escalate the issue and have kept a charge on my credit card for the full amount and have told me they cant cancel the order.

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ****** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes currently. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      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:12/17/2024

      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.
      Placed an online order, order has not shipped in stated amount of time to ship from seller and I have not received communication on the order. Seller has both the item and my payment with no intention to allow for cancellation or shipping time update.

      Business Response

      Date: 12/19/2024

      We seriously apologize for the inconvenience caused in the delay of Mr. ************ order. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      Also,please be advised that after an order is placed and before an order ships, you may see a pre-authorization hold on your bank card to ensure the funds are available. However, this is not a charge. A billed charge will not be submitted until the order ships. If for any reason, the order is not processed, your financial institution will remove the pre-authorization normally within 5-7 business days, but the time frame can vary by the financial institutions. 

      We are happy we had the opportunity to address our customers concerns. Again, we apologize for any inconvenience he has experienced and appreciate his business.

      Sincerely,

      Eddie Bauer Customer Care.

    • Initial Complaint

      Date:12/16/2024

      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 12/10/24 for 2 items. On 12/16, I followed up via chat with *********** (on the chat function on the ************************** website). After confirming my identity, shipping address, and order number, I was informed that "Our system is experiencing some delays due to the high volume of orders placed during our recent sales and promotions. Please be assured that our shipping team is working diligently to ship your order so that you will receive it soon." and "We are pleased to inform you that the estimated ship date for your order is 12/17/24, using the same delivery method you used on your order. Once it ships, you should receive an email with updated tracking information." Because the order had not yet shipped, I asked if I could change my shipping address so it could be received where I will be spending the holidays. I was informed that "The order is being processed, we are unable to cancel or edit the order at this time. Once it arrives, you may choose to return the order by mail or to any Eddie Bauer store location for a refund."Because of the delay in shipping, I will not be home to receive my order or give these items as Christmas gifts. Furthermore, it is likely that my apartment building will return the package because I will not be home to claim it within ************************************************************************************* so that I can receive it on 12/19/2024 at no additional charge.

      Business Response

      Date: 12/18/2024

      We are sorry to learn of ***** ********* recent order issue. We sincerely apologize for the inconvenience they are experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

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

      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/18/2024

       
      Complaint: 22693197

      I am rejecting this response because:
      I was informed by customer service that I my order will not be delivered by the holidays or by the time that I leave to travel. Because my apartment will only hold packages for 48 hours, it is most likely that my apartment will automatically ship the package back at my expense.


      Sincerely,

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

      Business Response

      Date: 01/14/2025

      Our records indicate ***** ******** received the order and we are currently awaiting the return of one of two items received. Our customer service team waived the return shipping fee of $7.

      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:12/16/2024

      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.
      I placed an order on 12/1. On 12/11 my order had no shipped. I called and was told there was a problem with the warehouse. Today I called again as the website still says "in process" for my order. I was told something about I placed my order with standard shipping. Yes I did because I believed 23 days was enough time to receive my order. They just say it'll ship but cannot tell me when and when I said I wanted to speak to a manager they disconnected me after keeping me on hold for approximately 30 minutes.

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ********* recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes currently. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      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: 12/23/2024

       
      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,

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

    • Initial Complaint

      Date:12/15/2024

      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.
      My order, bought 12/1, is still In Process despite it being 2 weeks later. The confirmation email said due to high demand processing could take up to 7 days. I contacted customer service through the website and got no response, so a few days ago I chatted with a customer service agent who could only say they are having warehouse issues because they moved and would not offer to help at all. He did not say anything was back ordered. My order continues to be In Process.Order Date: 12/1/2024 Amount: $171.03

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ****** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.
      In the interest of customer service,we have applied a 50% discount to your order as well as removed your shipping charge.

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

      Sincerely,
      Eddie Bauer Customer Service

    Eddie Bauer, LLC is NOT a BBB Accredited Business.

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