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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:12/14/2024

      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.
      On 12/2/24 I placed an order during a Cyber Monday sale for 6 items. Promptly, the website showed that two of the items were shipped and I received them in a timely manner. The remaining 4 items showed 'in process'. After a week I chatted to see what the issue was and was told that they would be shipping out in 3 days, that the website would reflect that the shipping label had been created. None of that happened, so I called after the 3 days and was told that it had shipped and I would be receiving it any day. I did not recieve it and chatted again today and was told that there are major issues with the new warehouse and that they don't know if and when it will ship, if at all!!

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. *********** recent order issue. Our records indicate all items have shipped and as of today, 12/18 have been delivered to Ms. *********** We sincerely apologize for the delay.

      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:12/13/2024

      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.
      I ordered ****** worth of product for my husband on 11/29. As of 12/14 I have still not received my items nor a refund. I have contacted the chat bot as well as gone into a store as well as reached oit to the "contact us" email address. They have refused to give me my money back stating the order is processing and they are unable to give me a refund. They refuse to call me back or address any part of the situation. I have asked numerous times to get my money back and all they offer is a ***** credit.

      Business Response

      Date: 12/13/2024

      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.

      We are happy we had the opportunity to address our customers concerns.  

      Sincerely,
      Eddie Bauer Customer Service

    • Initial Complaint

      Date:12/12/2024

      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 cant get any information about a gift card I ordered on the 4th (8 days ago) I can see that Eddie Bauer took out $100 from my bank account. I followed their link to their website (and can still see the offer for this gift card on the website etc) but was told by customer service that it must have been a fake site, because she has no record of it. I have spoken to two customer service representatives, and my confirmation number isnt coming back as anything. I never received a confirmation number It seems whoever bought this company either is t aware of how to run a company, or else they are purposely taking money and not delivering services or goods? Is the company is some sort of upheaval or something? A lot of people are experiencing similar issues (you can find this sort of complaint on multiple sites). What is going on?

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ****** recent order 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: 12/18/2024

       
      Complaint: 22680619

      I am rejecting this response because:

      I received my $100 gift card, but not the $20 gift certificate that was meant to also be sent along with it. 

      I am glad to have received the gift card, but disappointed that the $20 they claimed I would receive hasnt arrived yet.

      This isnt the most important part, but I do think a company should do what it says it will do in a promotional deal. 

      I hope this is just a fluke and that other customers dont experience the same!! I like Eddie Bauer, and I would like to continue to shop there but Im a little put off by what has happened. If others experience this same issue, it could really cause damage to the brand. 


      Sincerely,

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

      Business Response

      Date: 01/14/2025

      Our records indicate we reached out directly to ******* ***** on 12/13/24 and advised that the $100 gift card that was purchased was being mailed per their request and that the $20 bonus card was emailed to them. We received a response from ******* on 12/16/24 stating they saw the email and hope to receive the physical card in the mail.

      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:12/12/2024

      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 Nov. ******* for 2 items. The items are men's shearling slippers and a women's parka. They had still not shipped on Dec. 4 so I placed another exact order in hopes one might get shipped. I have repeatedly called and emailed Eddie Bauer customer service and received numerous excuses. Their primary excuse is the relocation of their warehouse. During the holiday season? ***! These items were to be Christmas gifts for my family in ******. I just want these items SHIPPED! Hard to understand that no person at Eddie Bauer can provide a shipping date after 15 days.

      Business Response

      Date: 12/12/2024

      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.

      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:12/12/2024

      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 for 4 clothing items on Nov 26, 2024. It has been 17 days, and my order still has not shipped. I contacted Eddie Bauer twice, Dec 4 by email and Dec 10 by phone. Both times, customer service gave me the generic reply, saying to check order status and order will ship soon. I am still waiting for order to ship. Please expedite order shipping. This is a poor way to treat your customers as 17 days wait time to ship an order is not acceptable. Thank you.

      Business Response

      Date: 12/12/2024

      We are sorry to learn of E Callahans 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 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 they experienced.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/12/2024

       
      Complaint: 22678689

      I am rejecting this response because: The response was to E ********, who is not related to me. I asked for order to be shipped, not cancelled, so their response doesn't even apply to my complaint. Eddie Bauer, please read the complaint before replying. 

      Sincerely,

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

      Business Response

      Date: 12/18/2024

      We are sorry to learn of ********** 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

      Customer Answer

      Date: 12/18/2024

       
      Complaint: 22678689

      I am rejecting this response because: it's now 23 days since I placed the order for 4 products. Please provide tracking number. It's unacceptable to charge me for a delinquent order. 

      Sincerely,

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

      Business Response

      Date: 01/16/2025

      Our records indicate Ms. ******* received all 4 items she ordered. We received 3 of the 4 items back as returns.

      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:12/12/2024

      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 jacket on Nov 29th. Still have not shipped jacket. I asked to cancel order after they still had not shipped last Monday. They told me it had processed and they couldn't cancel. It's 4 days later and they still have not shipped. So why couldn't I cancel. Terrible service!!!

      Business Response

      Date: 12/13/2024

      We are sorry to learn of Smiths recent order issue. We sincerely apologize for the inconvenience he 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 his continued patience as we work to ship his order.

      We are happy we had the opportunity to address our customers concerns.  

      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/13/2024

       
      Complaint: 22677071

      I am rejecting this response because:
      You are a large retail company. Why would you take the payment if you knew there was gonna be problems with shipments. Most companies charge when items ship. Try this to avoid these problems!
      Sincerely,

      ***** *****

    • Initial Complaint

      Date:12/12/2024

      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 order online with Eddie Bauer on 11/27/24, order number ********. For a week I heard nothing about my order. I contacted the company via live chat I was told it hadnt shipped and to check back in a few days. I checked with them again and was told they moved warehouses and had no idea when it would ship when I said I need a timeframe since this is a gift the agent then told me he looked into it and it was about to ship. I asked to have a supervisor contact me, they refused to call me and sent an email telling me that again they have no idea or time frame of when it would ship. I wrote back saying if there is no time frame of when this is shipping I will need to cancel or I will refute the charge on my card. I did not hear back so I tried to go onto live chat again. They would not answer my chat but when my husband went on his phone they answered his chat he told them to cancel the order and they said they can not. They were refusing to cancel my order but yet have NO idea or time frame of when it will ship. This is unacceptable. I wrote on my live chat that I will be contacting better business bureau and then all of a sudden they decided to answer my chat. The agent told me my order shipped on 12/4 which was a complete lie because at the exact same time another agent told my husband it had not shipped. They have no tracking at all! because this is a scam! It never shipped! I have looked online and found countless customers with the same story as mine. This company needs to be out of business they are liars and scammers, they take money and refuse to cancel the order. The agent on live chat ended the chat when I questioned him. Yesterday I saw a credit on my account but it is completely gone today. I am worried that at some point they will charge my card or ship the order. I want the order completely cancelled and my card deleted from their system. I have placed a new order with another company. Thank you so much.

      Business Response

      Date: 12/12/2024

      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.

      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: 12/12/2024

       
      Complaint: 22677020

      I am rejecting this response because:
      No one at the company has provided any time frame of shipping out the order.  Not only have they not given any type of shipping date but multiple people have told me totally different things. They have lied regarding my order on multiple occasions. One person told me the order shipped on 12/4 but had no tracking, another person told me it was supposed to ship on 12/6 but never did and yet another person said they had no idea when the order would ship. None of this information about shipping delays was conveyed to me before placing my order. All the company tells me is to keep waiting, and that is not acceptable, especially when this is needed before Christmas. I have gone ahead and ordered with a trustworthy company and I want this order cancelled. If this order ends up shipping, Eddie Bauer can take responsibility and reroute the order back to them. 
      Sincerely,

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

    • Initial Complaint

      Date:12/11/2024

      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.
      We ordered two coats on December 1st. The website says up to 7 days shipping. Our coats were not shipped after 7 business days, so I emailed customer service with the order number. No response. Today I called customer service. One ****** hung up while I was reading the order number (?), one ****** said nothing until I hung up, and the third ****** who answered told me that it shipped but has no tracking number. I told him this means it has not shipped. Then he told me it actually takes 11 days to ship, which is not what it states on the website or we would not have ordered. The website has misleading information, customer service is purposefully misleading because they have no real information, and furthermore, a status of shipped is incorrect if it is not actual traceable through ****. Unacceptable to lie to customers through incorrect information on website and on shipping status. While we await actual shipping status with tracking, we want to encourage this company to correct their information online and increase customer service abilities to escalate cases that were not shipped as told to the customer.

      Business Response

      Date: 12/12/2024

      We are sorry to learn of E Callahans 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 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 they experienced.

      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/13/2024

       
      Complaint: 22675308

      I am rejecting this response because: customer service told me eleven days and now you are telling me there is no estimated shipping date at all; customer service indicated that my information was wrong (the very information I got from the website regarding seven day shipping) and that the coats are NOT delayed; and you have a repeated pattern of this lying behavior bases on complaints we can see; you have not updated your website to reflect any accurate information; no one asked about canceling my order, you were asked to have accurate information on your website and through customer service yet now I just have a third set of mismatched statements (mismatched from website and my order status that literally states shipped but has not; mismatched from customer service). I will report your business practices to the *** for bad business practices and fraud upon submitting this complaint. 

      Sincerely,

      E ********

    • Initial Complaint

      Date:12/10/2024

      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 coat from Eddie Bauer kids on 30 November 2024 and noticed it did not ship out. I have been speaking to them about this issue and they have NO IDEA when it will be filled at all. So I called today and requested to cancel the order. They refused. They said I HAVE to give them since I KNOW its the busy season. I informed them I am supposed to have this between 5 -7 business days and they NEVER disclosed that the "you have to give us more time because its busy" clause. And on top of that theu cant even tell me when it will be filled. I just want my money back and it is impossible to get past the call center. They WILL NOT give an address to a corporate office...they said for safety reasons.

      Business Response

      Date: 12/10/2024

      We are sorry to learn of Ms. ******* recent order issue. Due to overwhelming demand over the Black Friday and Cyber Monday weekend, order processing took longer than anticipated for some orders. Ms.******* order has shipped and is expected to be delivered on 12/11.
      .

      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: 12/10/2024

       
      Complaint: 22650199

      I am rejecting this response because: it got worse! I tried to cancel the order..now they are sending me a bill! Unbelievable! 1st one is where I paid, then they werent sending the coat so I asked to cancel the order. So now I guess they are sending it (STILL NOT HERE AND I DONT WANT IT. I PAID DOUBLE FOR ANOTHER COAT) and they are now sending me a bill for it? So I should pay twice for a coat I never received? 

      Sincerely,

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

      Business Response

      Date: 12/20/2024

      Our records indicate the order was shipped, the customer saw a hold for funds until the order shipped, and a hard charge was processed. The hold on funds should have been released once the order shipped. In the interest of customer service, we went ahead and processed a refund for the 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:12/10/2024

      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 with Eddie Bauer online on December 1st. 2024. As of 12/10/24 the order has not shipped. I did a live chat with a customer service agent. I was informed that because they recently moved warehouses, my order has been delayed with no update of a ship date. I requested to cancel the order. The agent told me that I can't cancel my order with no explaination of why.The order contains Christmas gifts for my husband. So not onlhy do I have the order but I also don't have the cash to buy another present(s)

      Business Response

      Date: 12/10/2024

      We are sorry to learn of Mrs ********* recent order issue. We recently relocated our warehouse and are experiencing some shipping delays. To fulfill our requirements, we are not able to cancel these orders. We have asked the warehouse to process these orders as quickly as possible. We understand that there is a hold on funds for $167.99 until the order ships when the actual hard charge will process. For the inconvenience, we have applied a 50% discount to the order as well as removed the $9.99 shipping fee. This should reflect on Mrs. ********* end within 3-5 days. The hold should now only be $84.38. Again, we have stressed the importance of getting this order out to the customer so she should have within a few days.

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

      Sincerely,
      Eddie Bauer ****************

    Eddie Bauer, LLC is NOT a BBB Accredited Business.

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