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

  9524 Sw Washington Square Rd Portland, OR 97223-4449

• 

  Eddie Bauer, LLC

  801 Friendly Center Rd # A Greensboro, NC 27408-2026

• 

  Eddie Bauer, LLC

  595 w linmar lane b-40 Johnson Creek, WI 53038

• 

  Eddie Bauer, LLC

  1254 Government Street Victoria, BC V8W 1Y3

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:12/09/2024

  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.

  Hello, I placed my order on December 1, 2024. I contacted support on Monday, December 9, 2024. I have not recieved any confirmation on shipping and was told by support staff that they have no idea when/if my order will arrive due to "shipping issues". I was told the order could not be reversed, yet a pending charge was put on my credit card. The associate I spoke to on a support chat refused to provide their name and that of their superior. Also refused to provide information related to head office support. Also refused to provide a copy of the chat for my records. The website mentions no issues related to stock, shipping delays etc. They have intentionally stolen my money and I am advising that I am exploring my legal options. This is quite possibly the worst customer service I have ever recieved from any company over my lifetime. They have essentially stolen my money during the holiday season without providing what they charged me for nor any updates or resolution. I just want help and an update and their is no way to get it.

  Business Response

  Date: 12/10/2024

  We seriously apologize for the inconvenience caused in the delay of Mr. ******* order. We have reached out to Mr. ***** by email to address his feedback. We advised that due to recently relocating our warehouse, this has caused delays with fulfilling 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. We apologize for any inconvenience he has experienced and appreciate his business.
  

  Eddie Bauer Customer Care.

• Initial Complaint

  Date:12/07/2024

  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.

  I bought a jacket from this store. They sent me a pair of slippers instead. They will not provide me a refund for my jacket which I did not receive unless I return the slippers. There is currently a Canada Post outage which is the shipping supplier they use so I cant return the item. They will not use other shipping carriers and are using my refund as hostage.

  Business Response

  Date: 12/09/2024

  We are sorry to learn of Mr. *********** order issue. We would be more than happy to look into this further if he could provide the email address he placed the order under, the order number and his mailing address. The information provided in his complaint does not provide an order.
  
  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: 12/09/2024

   
  Complaint: 22654212
  
  I am rejecting this response because:

  My email address is ***************************.

   

  you have lied to me and my family for over a period of 3 hours in support calls. Where is the voucher I was guaranteed for my troubles, as well as my refund? You are thiefs.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/18/2024

  We appreciate ***************** Dolma) providing the email address associated with order ********. Our records indicate that our customer service team refunded Mr. ***** in full for the order on 12/7 without requiring the incorrect merchandise he received being returned to us.
  

  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:12/06/2024

  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.

  Placed order on 11/26 for items advertised in a Black Friday sale. Items are to be Christmas presents. Checked order for third time today (12/6) and order still shows as in process. I have reached out via online chat, twice, to inquire about shipping. Have been told they cannot tell me when (or if?) products will ship due to an "issue with their warehouses." I see ORDER BY 12/14 FOR ARRIVAL BY CHRISTMAS prominently displayed on their website.False advertising and I question if they even have the products I ordered! From what I see online, Eddie Bauer has an extensive list of disgruntled customers due to similar issues. I question if their business practices are bordering on illegal.Since I am not able to cancel my order, I can do nothing but "wait and see" if my order arrives on time, or ever....

  Business Response

  Date: 12/10/2024

  We seriously apologize for the inconvenience caused in the delay of Ms. ******** order. Due to recently relocating our warehouse, this has caused delays with fulfilling orders, and we are unable to cancel the order. Please note that we have stressed the importance of getting orders out ASAP!

  Also, please be advised that after an order is placed and before an order ships, our customers 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 customersconcerns. We apologize for any inconvenience she has experienced and appreciate her business.
  

  Eddie Bauer Customer Care.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22652593
  
  I am rejecting this response because:
  While I appreciate an issue with warehouse relocation, I fail to see the logic in offering items for a Black Friday sale that apparently are not available.  It has been almost three weeks since I placed my order.  I would anticipate my items to be processed in that amount of time.  A charge was also placed on my credit card almost two weeks after placing my order but Eddie Bauer still shows the order as in process.  These items are a Christmas gift and I have no recourse but to wait and see.  I have no confidence I will receive my items in time or if I will receive them at all.

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

  Business Response

  Date: 12/20/2024

  We seriously apologize for the inconvenience caused in the delay of Ms. ******** order. Again, 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: 22652593
  
  I am rejecting this response because:
  This is a canned response and is the same one they give each time I enquire about my order.  The last time I spoke with someone, they assured me I would have my order by Christmas.  I received notice today my order has shipped.  Unfortunately it is not my complete order.  I will be receiving 3 of the 6 times I ordered.  
  

  Bad form Eddie Bauer!!

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

  Business Response

  Date: 01/09/2025

  We seriously apologize for the inconvenience caused in the delay of Ms. ******** order. Again, as we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. We are continuously working any outstanding issues. 

  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.

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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 2 items from their online store which I want to return due to size issue. Currently there is ongoing strike for *********** and they provided me return label of *********** for which they are charging $10. I contacted their support request some other mean to return the items they said they have increased the return window until the strike ends. However, I am not willing to wait till that time as there is no *** on when the strike will end. I am going out of country for approx. 2 months and no one is here to make a return during that time what if the return window ends during my travel and also I money is stuck with them. I suggested them instead of charging $10 just give me full refund and I can make a return through ***, store drop off or any other mean. But never got any response. I am not will wait till canada post is sorted out it is the business responsibility to find other mean they are shipping the product through different company so they should allow the return as well.

  Business Response

  Date: 12/09/2024

  We are sorry to learn of ******* **** recent return issue. Due to the current Canada Post strike, we are asking that customers not make returns online, at this time. We are working with our partners to monitor the strike and offer contingency plans as they become available. Once we know more information about both the impact to shipped orders and returns, we will email Canadian customers with that information. The customer always has the option to return the items to our stores if there is one nearby.
  
  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: 12/10/2024

   
  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:12/05/2024

  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 online order on Nov 29 with the order #********. And my order is not making any progress even up to now. I contacted the chat support a couple of times and they said that it appears that my order went on pre order the time the order was placed. No indication on the website that says preorder or whatsoever! Who would want preorder btw?! At first the chat support says, estimated ship date was Dec 5, the day came by and it has not yet ship, i contacted the chat support again and promised that it will be ship on the 6th, there is no way to even cancel the order. I want it cancel because this is getting nowhere and the wait is absolutely ridiculous on when will it ship. Please I want my refund!

  Business Response

  Date: 12/06/2024

  Dear *** *******,thank you for reaching out to Eddie Bauer regarding your order number ********. We made an attempt to contact you today, December 6, 2024, at 9:25 AM/EST concerning your order.After reviewing the status of your order, it appears that you have expressed your preference to wait for the full processing of your order. Additionally, we have received a BBB inquiry requesting the cancellation of the order, and we are currently working to address this with our warehouse. Could you kindly confirm whether you would like to proceed with the complete order processing or if you prefer to have the order canceled as per your BBB request? We await your prompt response.Sincerely, Eddie Bauer *************

• Initial Complaint

  Date:12/05/2024

  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.

  I have done business with this company in the past, providing my email address to them to faciliate communication regarding status or orders,m inquiring about merchandise. Several months ago, I began receiving an incredibly large number of emails from them. As they only inccreased in number over time, approximately two weeks ago I contacted them via 'customer service' (not so accurateP requesting that the emails cease (if indeed they were actually coming from the cmpany and not SPAM). The company representatives state the emails ARE from them but won't stop sending them until sometime in the future (one date I was given was December 23!). They refuse to move any faster, probably hoping I will develop a tolerance from them. I have ask MANY TIMES, even forwarding back to them all the emails (it has increased to at least three a day!). Having my email address does NOT give them the right to do whatever they want! I CAREFULLY UNCHECK boxes on all websites which are by default checked giving them permission to harrass me with tons of emails!This USED To be a good business with great customer sevice. Rather NOT buy everything fromAmazon but won't do business with a company that doesn't respect a customer in this simple way!

  Business Response

  Date: 12/09/2024

  We are sorry to learn that Mr. ***** no longer wishes to receive our promotional emails. We are happy to remove him from all marketing lists. We have provided his email address to our marketing team and requested they remove his email from all lists to ensure he does not receive anymore promotional emails.
  
  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: 12/09/2024

   
  Complaint: 22636109
  
  I am rejecting this response because:

  I does not acknowledge the incredible amount of time we have wasted trying to convince a previously reuputable business to stop inundating their customer with unwanted communication. First, these should not be sent without customer consent. Second, they should be of reasonable quanitty (like once a month, not multiple times a day). Even if a customer DID ask for the emails, and then requests they be stopped, it should be done promptly! (like 1-2 days, not months!)..  Asking a customer to click 'unsubscribe' is not adequate--the customer does not know if these emails are legitimate (and since they weren't requested, there is high likelyhood they are SPAM) clicking on a link will result an such an onslalught of SPAM that the email address will often become useless for regular business.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/02/2024

  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 ordered a pair of boots and they sent me a pair of jeans. They told me I shouldnt exchange the jeans for the boots I ordered, so I had to send back the jeans and order the boots again. The customer service person ordered the boots for me and ordered the wrong size. Once I got the boots, I had to mail them back for a refund. They received both of my returns on October 28th and the email told me I should get a refund in 3 to 7 business days. I didnt receive the refund and called them and they told me it would be 21 business days. Then I called yesterday and they said they were refunded on October 28th. I called my bank and they told me I have never received a refund. I called them back and they said they couldnt help me figure this out. Now Im out $200.

  Business Response

  Date: 12/03/2024

  We are sorry to learn of Ms. ****** recent return experience. We have 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 Service

• Initial Complaint

  Date:12/02/2024

  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.

  Order in Question: ******** I ordered a jacket from the Eddie Bauer online store (**************************************) last November 15. I made a follow-up on ***** since I noticed there was no movement on my order. It was not processed or anything. They told me they will ship it Nov22. I waited for shipping info but still nothing. I made another follow-up Nov27 and they said they will ship my order. I decided to just cancel my order since it's very frustrating to wait for a jacket that I need to use for my winter daily commute. I could have used this to buy another jacket had my hopes not been kept up. This kind of customer service is really beyond expectations for a brand of their level and size. They have not processed a refund either. Basically, they just took my order, never shipped it, kept saying that they were on it but has not been even until today.

  Business Response

  Date: 12/03/2024

  We are sorry to learn of **************** recent order. Our records indicate the order did ship out of our warehouse on 12/2 with tracking number LPR00147900002576551 through Landmark Global. There was not a hard charge for the order only a pre-authorized hold that was released so no refund is due. The customer should still receive the jacket at some point.
  
  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: 12/03/2024

   
  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. They only processed my order after I have submitted this complaint to the Better Business Bureau.
  
  Sincerely,
  
  ******* Dan *******

• Initial Complaint

  Date:11/30/2024

  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.

  On 9/3/24 I placed the order#********(2items/$100.70.) I received the order but returned the 2items from this order. E.Bauer *********** received my return on 9/18/24. I didn't receive the refund but found out the order was never charged to my credit card and that's why I didn't get the refund. So I thought all was good. But on 10/16/24 I was charged the same amount, $100.70 on my credit card. I contacted E.B. customer service on 10/20 and provided the *** return tracking number. My order history shows that they received my return on 9/18/24. I exchanged emails with E.B. customer service every week for 5 weeks explaining the problem and asked for the refund. I explained that if this 10/16/24 charge of $100.70 was for order #********, I should get the refund because I returned it and they received my return. However, if this is for something else I would like to know what. They never answered it. I haven't ordered anything from E.Bauer for over two months and they can also see it in my order history that such order doesn't exist. On 11/8/24, E.B. customer service responded that they have processed a refund of $100.70 on 10/25/24. But I never received it. They asked for a screen shot of my credit card statement so I did. It shows E.Bauer charge of $100.70 on 10/16/24 but doesn't show any credit/refund of that amount by Eddie Bauer. I responded that this was an "unauthorized charge" and that I would contest the charge with my credit card company. I contacted my credit card company and they suspended the charge for 90 days. On 11/20/24, E.B customer service responded "they confirmed that all the authorizations will be reversed today. It should be removed from the account within 3-5 business days. Kindly wait till 5 business days to receive an update." It's been more than 5 business days and I haven't yet received the refund or that 10/16 charge of $100.70. I am extremely frustrated and would be grateful if BBB can help solve this problem. Thank you.

  Business Response

  Date: 12/03/2024

  We are sorry to learn of ****** Smiths recent order experience. We have confirmed with our accounting team the charges and dispute. We have advised the accounting team to accept the dispute which will return the funds to Mr. ****** Please allow 3-5 days for the refund to show on his end.
  

  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: 12/09/2024

   
  Complaint: 22621559
  
  I am rejecting this response because: as of 12/09/24 I haven't received the refund. On Dec. 4th, E.Bauer **************** emailed me asking for my address because they now determined that the original charge couldn't be reversed so the refund check would have to be issued and they needed my address. I provided my address but so far there is no refund check. I am skeptical of receiving the refund check either because last 6 weeks they promised for a quick resolution and nothing has happened. Every time I asked for an update for over last 6 weeks, their go-to reply is they are directing this case to "relevant" or "appropriate" team and that I should wait 3 to 5 days to hear from them.  Then they said that this "unauthorized charge" would be reversed in 3 to 5 days. Nothing happended. Then latest was that they would send me an refund check. Am I supposed to believe that? I am just beyond frustrated that they are  continuously delaying to solve this issue. Their responses have been so completely insincere and dishonest. I don't know why they can't just reverse the charge.  Does Eddie Bauer not concerned about their reputation that this is how they deal with a customer when they made an illegal and unauthorized charge to a customer's credit card?  I don't know if I am just supposed to give up and let them keep the money they illegally charged to my credit card. And I don't know if there are any options available to me so I can take any further actions to get my money back. I just can't believe Eddie Bauer would not do the right thing by reversing the charge or issue a refund check promptly. 
  
  Sincerely, 
  
  ****** *****

  Business Response

  Date: 12/18/2024

  Mr. ***** filed a dispute with his card company and we accepted the dispute on 12/11 which returned the funds to the card company. No refund check will be issued because the funds have been taken from Eddie Bauer.

  Sincerely, 

  Eddie Bauer Customer Service

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22621559
  
  I am rejecting this response because: there was no refund issued to my credit card as of 12/18/24. This reminds of another email I received from E.Bauer customer service on 11/8/24 stating that the refund was issued on 10/25/24 which didn't happen. Then there was an email from 11/20/24 stating that  the charge will be reversed but it didn't and the charge of $100.70 is still there. Then on 12/4/24 I received an email stating that the refund check would be issued but I haven't received anything. And now they are stating that they have issued the refund on 12/11/24? I really don't know if I believe anything they said they would do to solve this in their responses to my complain. So far all the promises they have made in their emails, nothing has happened. They made an unauthorized charge to my credit card and I am asking them to fix it by reversing the charge or issuing an refund. It seems simple enough. So I am really flabbergasted that a company like Eddie Bauer has so much trouble fixing this problem which they caused. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/14/2025

  As previously stated, Mr. ***** filed a dispute with his credit card company and we accepted the dispute on 12/11 which returned the funds to the card company. No refund check will be issued because the funds have been taken from Eddie Bauer. Mr. ***** needs to contact his financial institution if the funds have not been returned to him.
  

  Sincerely, 
  Eddie Bauer Customer Service

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22621559
  
  I am rejecting this response because: as of 1/14/25, there hasn't been any refund issued back to my credit card company. That unauthorized charge ($100.60, 10/16/24) is still there. Please show me the proof that Eddie Bauer refunded this amount to my credit card company. At the same time, on 12/28/24, my credit card company informed me that as a result of their research they determined that an unauthorized transaction did occur; therefore, I am not responsible for that unauthorized charge. But if "merchant (E. Bauer) applies a credit to the same disputed charge, they will remove or adjust the amount credited to your account."   It's been almost 4 months of exchanging emails back and forth with Eddie Bauer **************** and there is still no resolution. I am beyond frustrated with Eddie Bauer but at lease I am not responsible for that unauthorized charge. I hoped that with Better Business Bureau's help, this issue would have been solved by now but I was wrong.  I am beginning to think that Eddie Bauer customer service is either too incapable to correct the problem or had no intention to solve this problem. It is just incredible that a company such as Eddie Bauer doesn't seem to care about it's reputation. 

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

• Initial Complaint

  Date:11/30/2024

  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.

  Date of transaction 11/30/2024. Order was canceled instead of being corrected as asked, then they refused to honor sale price despite them canceling my order and then asking me to pay more in charges. ******* *. decided to cancel my order, and then I lost my reward points because she took it upon herself to cancel the order. I have spent over an hour on the phone trying to rectify the situation but they are now saying that rewards points are non-refundable but I never wanted them refunded, I wanted the color of pants changed, something they can do when the color is incorrect, and instead my entire order was canceled against my request. I have a full email chain as well as a call with customer service and then later ****** trying to rectify yet again all of this.

  Business Response

  Date: 12/03/2024

  We are sorry to learn of Ms. ******* recent order experience. We have confirmed that the sale prices were honored on the new order and the $25 rewards certificate was applied. The first order had to be cancelled as the customer service team cannot make changes to orders once they are placed.
  

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