Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

249 total complaints in the last 3 years.
103 complaints closed in the last 12 months.

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

Initial Complaint
Date:11/29/2024
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 an Eddie Bauer parka. The fur around the hood became clumpy. I contacted the company and they said to return it which I did on Oct. 9, 2024. I did so requesting a refund for it be given to me, or an identical replacement be sent to me. We have the tracking information demonstrating my parka was hand delivered to their offices and we have supplied this information to them. They said they would respond in two to three days but did nothing. I contacted them several more times with the same response from them. Now they say it had not been returned within 60 days but their written email instructions said nothing about that. They said the parka had been returned to me but I have not received it. When I called them, they said they would find a tracking number and return the parka. I have not received it and I have not nor any evidence that they sent it. It has been weeks with no contact and no follow up. Our weather has changed and I need my parka or a refund to but a replacement or an identical replacement.
Business Response
Date: 12/02/2024
We are sorry to learn of Ms. ********** recent return order. Our records indicate Ms. ********* contacted our customer service team in January of 2024 regarding her defective parka. At that time, we were advising warranty claims to be returned to our ***************************. We have since made changes to our warranty and where they should be returned. All warranty claims sent to the ****** ** address are being returned to the sender if any identified information is included in the package. If there was no identifying information included in the package, the warehouse would be unable to return to the sender.We ask that Ms. ********* wait for the parka to be returned to her if she provided such information in the package with her parka.

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: 12/03/2024

Complaint: 22618525

I am rejecting this response because: I believe I have already waited long enough for a package to be returned. (since Oct. 9, 2024). The temperature is now 22 degrees. I need
my parka. Please send either my parka, an identical replacement, or a refund so I can buy another parka. Thank you.

Sincerely,

****** *********.

Business Response
Date: 12/11/2024
Again, we are sorry to learn of Ms. ********** recent return order. Our records indicate Ms. ********* contacted our customer service team in January of 2024 regarding her defective parka. All warranty claims sent to the ****** ** address are being returned to the sender if any identified information is included in the package. If there was no identifying information included in the package, the warehouse would be unable to return to the sender. We ask that Ms. ********* wait for the parka to be returned to her if she provided such information in the package with her parka.

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: 12/12/2024

Complaint: 22618525

I am rejecting this response because: I have been waiting over two months for the return of my parka or a refund for my parka or a replacement of equal value and type for my parka. As previously sent, there was a label with information taped onto the outside of the package AND a paper with the required information placed INSIDE the package. Unless Eddie Bauer lost both pieces of identifying paper, there should be no problem in returning the parka.
If, in fact, the warehouse was closed, why was not the parka simply sent "return to sender" and immediately returned to me?
I am needing the parka, or its replacement. It is now 11 degrees Fahrenheit.
Thank you for your time.

Sincerely,

****** *********
Initial Complaint
Date:11/29/2024
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 paid for two day shipping for a product. When I received the confirmation email it said its going to take 7 days to process. It didnt say this anywhere while I was ordering. When I asked them to cancel the order, they said I couldnt.
Business Response
Date: 12/02/2024
We are sorry to learn of Ms. ****** recent order. We reached out to the warehouse to request Ms. ****** order be cancelled. We reached out to Ms. ***** directly to advise her.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 01/07/2025
Hi there,

Im emailing regarding my case ******** which hasnt been resolved. They emailed me saying they would try to cancel the order and the order still shipped and I received no follow up information from them.

I ordered the item on November 27th and paid $17 for expedited shipping. The item didnt ship until December 6th. Its ridiculous to have paid that much for shipping and not receive the item for a week and a half. I was not informed that processing would take 7 days until I placed the order and it was too late to cancel. I cant make it to a store for the return and they want to charge me $7 for return shipping.

I would like to be refunded my original shipping cost and receive a free return label.

Thank you for your help,
*****

Business Response
Date: 01/14/2025
We have processed a refund for the expedited shipping. We also advised Ms. ****** once she returns the parka, we will ensure she is not charged the return shipping as well.

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:11/27/2024
Type:Customer Service 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 backpack from Eddie Bauer back in 2018 when it was sold with lifetime warranty, and a a few months ago I brought it to their *** ***** store for some minor repairs on the zipper for the first time ever. Yet their store manager told me straight up that they won't do any repairs because they unilaterally chose to not honor any of their lifetime warranties and that there's nothing I can do about it. How can a business sell a product/service, collect payment, yet not deliver on its promises? If I had known they wouldn't honor it/try to deny it based on unreasonable terms in fine prints, I would have surely bought other quality brands that cost much less.
Business Response
Date: 12/03/2024
We are sorry to learn of Mr. ****** recent experience. We 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 only may exchange or replace it with a similar item at an Eddie Bauer store for up to one year from the purchase date. Since Mr. ****** item was purchased 6 years ago, we are unable to offer a replacement or exchange.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 12/03/2024

Complaint: 22611055

I am rejecting this response because:

The business is not addressing the complaint issue - not honoring the lifetime warranty that I paid for.
Sincerely,

******* *****
Initial Complaint
Date:11/26/2024
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 order on November *******, order #******** in the amount of $90.08. The email indicates that orders may take up to 7 business day due to high demand. On November 17, 2024 I received an email indicating one of the items from the order had been shipped. That item was received. Since I hadnt received an email updating me on my order I called on November 25, 2024 and was told by a representative that there were issues with their truck which caused a delay. He would contact the appropriate department and someone would email me the same evening or the next day. I advised of I didnt receive any updates if call back to cancel the order. No correspondents was received so I called back today, November 26, *********************************** process. I was told my order was still be processed and to allow more time. I advised I wanted to cancel the order as the items were no longer needed due to the delay. I was told I couldnt cancel the order until December 3rd, which makes no sense. The representative started to over talk me. You cant complete my order, so you hold the customer hostage and wont process a refund. I asked for a supervisor and was placed on hold for several minutes only for the representative to return advising a manger wasnt available. This is unacceptable, if the company cant handle a large amount of orders the customer shouldnt be penalized. They were given the 7 business days as their email indicates. If they cant fulfill a promise that is written in black and white a refund should be offered. I would like a refund and the company needs to learn hours to plan accordingly for sales during the holiday season.Thank you for addressing my concern.
Business Response
Date: 11/29/2024
We are sorry to learn of Ms. ******** recent order. Our records indicate the remaining items from Ms. ******** order shipped on 11/27 therefore we are unable to cancel 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 Answer
Date: 11/29/2024

Complaint: 22610000

I am rejecting this response because: I requested the order to be cancelled when I called on 11/26 because the items hadnt shipped. I was told my order couldnt be cancelled. Now Im being told the order cant be cancelled because the items have shipped . Why wasnt the order cancelled when I requested it, thats the question? I no longer need the items as I needed them prior to 11/28. The order couldve been requested when I asked to avoid this. I just saw the items are scheduled to be delivered on 12/4. I will be away on a work trip until the end of the week. Meaning these items will be outside for days. When I get back Ill return the items and want a full refund and a paid label to ship the items back or my shipping expenses refunded as well.

Sincerely,

***** *******
Initial Complaint
Date:11/24/2024
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 size large coat on July 12, 2024. Did not realize return policy had shrunk from 1 year to 60 days. Before winter arrived and I actually would wear my coat, I lost weight. I saw the jacket was on sale again and so ordered a medium, figuring I would deal with the return for the larger coat later, but didnt want to risk missing the sale for an official exchange. Today, 11/24/24, I talked to chat who refuse to allow a return. Truly it is in essence just an exchange, I still want to keep the coat, just the size that fits me. I am requesting a refund of the original order - $174.50
Business Response
Date: 11/25/2024
We are sorry to learn of MS. ******** jacket. Eddie Bauer no longer offers a lifetime guarantee. We now offer a warranty for 60 days from the date of purchase, if proof of purchase is provided. We will not be able to refund her for her jacket.

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: 11/25/2024

Complaint: 22600242

I am rejecting this response because:
It is not reflective of the concern. I am not asking for a lifetime guarantee or a warranty. I want to receive a refund for returning an unused, unworn jacket that is still being sold currently.
Sincerely,

***** *******
Initial Complaint
Date:11/19/2024
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.
On 11/11/24I placed an online order for a MicroTherm 2.0 Down Vest with Eddie Bauer. During the checkout process, there was no clear indication that this item was on significant backorder. Had I known the true shipping timeframe, I would not have completed the purchase.After 10 days, I contacted customer service and was informed that the item would not ship for several weeks, well beyond the Christmas delivery window. This lack of transparency is deceptive and potentially illegal, as it misleads customers about the product's *************** add to my frustration, I used a $15 reward card to partially pay for this order. Upon canceling the order due to the undisclosed backorder, my reward card balance was not immediately reinstated. This has left my account short the $15, which is unacceptable.Desired Resolution:I demand the following:Immediate reinstatement of my $15 reward card balance.A clear explanation of why the backorder status was not prominently displayed during checkout.Assurance that Eddie Bauer will improve its website to provide full transparency regarding product availability and shipping timeframes.I urge the Better Business Bureau to investigate this matter and take appropriate action to ensure that Eddie Bauer adheres to ethical and legal business practices.
Business Response
Date: 11/21/2024
We are sorry to learn of Mr. ****** recent order backorder item issue. We attempted to contact Mr. ****** by phone, no answer, so an email was sent to address his feedback and our action to resolve.
We are happy we had the opportunity to address our customers concerns.We apologize for any inconvenience he experienced and appreciate his business.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 11/21/2024

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:11/18/2024
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.
Shipping To: ******************************************* Order Number: ********************* Order Date: 11/8/2024 Shipping Method: *** Order Total: $52.47 Track Your Order The wrong size was sent to me and didn't realize item was wrong size until I had put item on to wear. I noticed item feeling too small after I had prepared to wear. I requested a XL to send to my home address and a large was sent to me which a large was in store. The sells representative checked in back area and asked the manager if an extra-large was in stock. She checked the computer and said the item could be shipped to my home in a extra large in a few days. When I realized that the jacket was fitting a little smaller the size in jacket was so tiny and difficult to read. I tried to return item in store with the original package and forgot to bring the sales slip. I had the postal bag but forgot the packing slip are no longer slipped in bag because people steal bag when delivered. The sales personal brought two employees because she said item tags must be attached to item as if I was a thief. They refused to correct their mistake of sending the wrong item and correcting the problem by reordering the correct size. Now, I see why the store have very few people entering the store. Rude and unprofessional managers in store that are not properly trained along with poor training of sales representatives. Claiming the customer lying and saying there is no record of your transaction because I didn't want to join their club. I was told no refund will be issued or they would not resend item and I although the bag was proof of this company sending item to my home they didn't have any proof, and tag was not attached to item. Although, I had the purchased tag there with bag, paper as proof.
Business Response
Date: 12/02/2024
We are sorry to learn of *** ******** recent experience. We have communicated with *** ****** that her feedback has been forwarded to our District Sales Manager (DSM) who oversees the *********** area for further review and handling. If not already, our DSM will be in contact with *** ******.
Again,we apologize for any inconvenience our customer has experienced and appreciate her cooperation and patience.
Sincerely,

Eddie Bauer Customer Care
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 21st I made an online purchase for a Women's Cirruslite Down Hoodie. I received an email stating they had received my order and would be shipping shortly. A few days later, I still hadn't received notification. When I went to check my order online, it said it did not exist so I called customer service. **************** did find my order, corrected it online but said it would be shipped in a couple of days. When it had not been shipped in the time I was told, I called customer service again and they told me that yes, it had been shipped. When I asked them for a tracking number, they put me on hold for quite some time and then came back to tell me it actually had not been shipped. This does not ****** any confidence. I spoke to several customer service representatives and no one could really help me, in fact it is the worst customer service I have ever encountered. On November 1st, I finally received an email that it finally had been shipped with ***************. It has nearly been one month since I made this order, I check my tracking daily on Landmark Global and it says It was received on November 1st but has not shipped. This purchase was a birthday gift and that birthday is now long gone. I can not return it because I do not have it. Apparently I can't cancel it because it has been shipped. And in any case, their customer service makes it virtually impossible to do either. I make a lot of online purchases from different places across the globe and this is the worst experience I have ever had. Usually, I look up company's ratings before I order anything but I believed because Eddie Bauer is an established business, that they were trustworthy. I am shocked by their business practice.
Business Response
Date: 11/14/2024
We are sorry to learn of Ms. ******* recent order experience. Our records indicate the order did leave our warehouse but is lost in transit. We have processed a full refund for the order and reached out to Ms. ****** to inform her.

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: 11/15/2024

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:11/07/2024
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.
See in account order my statement
Business Response
Date: 11/14/2024
We are sorry to learn of Ms. ***** recent order experience. We have processed a refund for the $7 return shipping fee. We would like to ask that Ms. **** not use the vulgar and abusive language she used with our customer service associates to continue a mutually beneficial relationship.

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: 11/17/2024

Complaint: 22528622

I am rejecting this response because: I did receive my refund of 7.00 dollars for shipping fee along with the prolonged delay of my full refund over increments. My concern here was I was not vulgar nor abuse language towards your customer representative. I was very patient for 4 weeks being in the middle between customer service along with Klarna ( i was the middle man). I purchased an item a jacket but ad to return do to the size. I reordered the item in large size and the price was a bit hire but customer service stated they would adjust the price difference. I informed them if it was charged the original higher amount would be sent to ****** (Klarna is advertised on your ordering status). So the price should have been adjusted prior to being sent to ****** because Klarna I was being charged full amount and I was told between **************** between ********************** and Klarna that it wasn't there responsibility. The customer service from ********************** stated it wasn't their problem and they don't like Klarna. Eddie Bauer did send and email stating they readjusted on their end but it wasn't adjusted on Klarna end so I was getting billed a higher amount. When I had spoke to another customer service representative on ********************** I was told they could changed the amount prior to my ordering but it is to late now since I was already charged . There is a lot of inconsistencies with the customer service at **********************. ****** had an investigation with Eddie Bauer but yet again I was told it was on my end to fix it. Then again when I called Eddie Bauer finally stated I will return them Item the customer service put down it was changed mind but did not explain why I was returning the item. I never ever was informed about shipping charges by customer service nor in the email. There is inconsistency with customer service. Then customer service was bribing me in a gift card and false advertisement . Yes finally after 4 weeks dealing with a simple order I swore but it was never directed at the customer service so please do not make false accusations to make the company appear innocent in regards to what the company actually did wrong on their end and their behavior. **************** was not following what I was simple stating and providing evidence and I had to constantly repeat myself more than once for 4 weeks. I did receive my money in the full amount however it was over a course of in increments my hope is that customer service will be better prepared and not offer Klarna as an option when ordering. Please do not provide false statements that I was vulgar or used abusive language Have a great day

Sincerely,

******** ****
Initial Complaint
Date:11/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase on October 22, 2024. I have contacted customer service numerous times, because most items still say "processing" and have not shipped. They first promised a ship date that came and went, then they lied and said the items had shipped despite the system not indicating this had happened, then later told the truth that they hadn't shipped at all, and then could not give me a ship date. I have now asked twice for them to cancel the order. The first time, they told me it would take ***** hours for the cancellation to occur. The second time, when I contacted them 2 days later, they said 5 business days to cancel. They claim they cannot cancel the order on demand and have to escalate to someone else to cancel. It's like they keep punting and nothing happens. I have a pending charge on my credit card for almost $300 that I need removed. This is absolutely unacceptable. It's been more than 2 weeks and still no ship date, and seemingly no ability to cancel the order.
Business Response
Date: 11/12/2024
We are sorry to learn of Ms. ******* recent delayed order. We have advised Ms. ****** of the delivery status dates, time and delivery location per below:
Delivered, Front Desk/Reception/Mail Room
Tracking #********************** (USPS)
**************************;
November 4, 2024, 12:47 pm

Delivered On:
Friday, November 08 at 2:42 P.M. at Front Desk
Tracking #1ZF21K550308317514 (UPS)
We are happy we had the opportunity to address our customers concerns.We apologize for any inconvenience she experienced and appreciate her business.
Sincerely,
Eddie Bauer Customer Care

Customer Answer
Date: 11/13/2024

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,

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.