Business Profile

Retail Sportswear

Eddie Bauer, LLC

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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:10/28/2024
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.
When Eddie Bauer changed the register systems in the spring I stopped getting not only promotional but account and rewards emails. For the past few months I have reached out via phone, chat, ******** and even stopped and spoke to my local store manager. I have been promised multiple times in the last few months that I was resubscribed to emails and to wait 7 to 10 business days. However the emails never returned. I have multiple emails from multiple customer service Representatives that have referenced this issue going back months where I was promised it would be resolved soon. Every time customer service responds to me they do not actually answer my questions or concerns but just give General responses. In fact this has become such an issue that I have been offered Eddie Bauer gift cards over four times for my inconvenience. Finally it was mentioned to me that the issue could have to do with using my Hotmail address even though I have been subscribed to Eddie Bauer with it for well over 10 years. I was told it was being worked on and again would be finished soon. I have heard that at least 10 times and do have the email evidence different Representatives all promising the same thing. Now it shows that I am subscribed to getting text messages when I never did and I called customer service and was given the number to text the word stop to. This did not work either. I have tried to speak to someone in person at a level above customer service as I think a supervisor or manager would actually understand and be able to get something done. However customer service is reluctant to put my call through to someone above them and any email responses come from a general customer service account. I was able to find their corporate number but it seems the company is moving and is unable to be reached. I also reluctantly have to say the language barrier between me and the customer service individuals has hampered a resolution as they don't seem to understand what I'm asking for.
Business Response
Date: 11/21/2024
We are sorry to learn of Mr. ******** account and not receiving our emails. We have reached out directly to ********** to address his concerns.

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: 11/21/2024

Complaint: 22479743

I am rejecting this response because:
I am including a PDF screenshot of the most recent email from Eddie Bauer. ***** *. from the Office of the President reached out to me yesterday as we have been communicating. She asked for more time to sort my issues out and will touch base once she has some definitive answers. So until I hear from her and this has been resolved I do not consider this a closed complaint.

Sincerely,

***** ********
Business Response
Date: 12/03/2024
Correct. This is being worked on so this has been resolved.
Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 12/03/2024

Complaint: 22479743

I am rejecting this response because:
This issue again has not been resolved and not I have been told there is a potential problem with resolving it. I opened the account with a new email as specified. My rewards account was successfully transferred. I am now receiving rewards and store receipt emails. However I am not receiving marketing emails. Usually with a company it is hard enough to unsubscribe from an email list and I am actually wanting to get them. I am including a screenshot of the most recent email from Eddie Bauer. As you can see I was told that the person I spoke with doesn't have the capability to do the one thing that should be easiest. I myself tried to no avail. I think if not her the marketing team perhaps should be able to add me to their list. In the screenshot of the email I included I was told the email was added to the promotional list on 11/26 and I have not received any yet. Only once the account is in full working order will I consider the case closed. Once the promotional emails start arriving in my inbox is everything I started the case about resolved.

Sincerely,

***** ********
Business Response
Date: 12/18/2024
We provided Mr. ********** email address to our marketing team and asked that he be added to the promotional email list. This may take some time but has been done so we have addressed Mr. ********** concerns.
Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 12/19/2024

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:10/28/2024
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 #********. I placed this order on the Eddie Bauer website on 10/20/24. I never received it and it never shipped. I called and chatted with Eddie Bauer representatives several times with no resolution. I most recently spoke to ********, Supervisor in ****** today (10/27/24). She did not understand my concern and offered no resolution. I requested a call back from someone else and she refused this option. I paid for multiple products that I never received.
Business Response
Date: 10/31/2024
We are sorry to learn of Ms. ******** recent delayed order issue. We have reached advised Ms. ****** of her recent order shipment status and apologized for the delay and extended a service gesture on the order. Per the order tracking, the delivery is expected today, October 31st, 2024, by 7:00PM.
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her shopping with Eddie Bauer.
Sincerely,
Eddie Bauer Customer Care

Customer Answer
Date: 10/31/2024

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:10/25/2024
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 am a long-time customer of **********************. Historically, they had a return policy of one year after purchase. When I shop online, I typically order several items, keep what fits, and return the rest. Recently, I placed four separate orders totaling $546.30, which is a significant amount for me. I kept some items from those orders but planned to return the ones that didnt fit.Until recently, I confirmed that the return policy was still one year from the purchase date. However, today I discovered that the policy has changed to 90 days. When I attempted to return items from my previous orders online, I was unable to do so. I then called customer service, and they informed me that if I can't return items online, they can't assist with returns, either online or in-store. I requested to speak with a manager, but was told that even they could not process any returns since all returns are now handled ********* summary, I now have a number of brand-new, untouched items that I cannot return due to this policy change, despite spending a lot of money on them.
Business Response
Date: 11/05/2024
We are sorry to learn of Ms. ******* 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 Ms. ******* item was purchased over 60 days ago and not defective, 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 she experienced and appreciate her business.

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 11/05/2024

Complaint: 22475113

I am rejecting this response because:

Dear Eddie Bauer Customer Service,
Thank you for your response regarding my recent return inquiry. However, I must express my continued frustration with how this situation has been handled.
As stated in your reply, Eddie Bauers policy was changed to a 60-day return window in June. Unfortunately, I was not made aware of this significant change, which directly impacted my ability to return items from my purchases on June 26th and August 20th. I had always been under the understanding that the return policy was one year, as it had been for many years prior, and there was no communication from Eddie Bauereither through email, the website, or the packagingthat this policy had been altered.
Had I known about the 60-day policy change, I would have returned the items within the allowed time frame, as I now have several new and unworn items from both purchases that I would like to return. I believe it is unfair to apply this new, shortened return window retroactively without adequately informing customers about the change.
Given the circumstances, I respectfully request that Eddie Bauer honor a return for these items. I understand that the policy has changed, but I believe the lack of proper communication about this change leaves customers in an unfair position. I am requesting that you make an exception in this case to accommodate the return of my purchases.
I trust that Eddie Bauer values its customers and will consider a solution that reflects both fairness and good customer service. I would appreciate a prompt response to resolve this matter to my satisfaction.
Thank you for your attention to this issue.
Sincerely, ****** *****.
Initial Complaint
Date:10/23/2024
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 ordered a winter coat from them on October 13, 2024 and they still havent shipped it. Its in processing as they refer to it. Ive messaged them several times and theyve said in the past that it would ship on the 21st of October, but it still has not shipped so when I message them again, they said that they have warehouse issues and they cant tell me when or if its ever going to get delivered. Apparently this is a huge issue with people ordering from Eddie Bauer where you order something and pay for it and then they dont deliver it to you at all and sometimes its in limbo for two months and you never get it. This is shady. They also wont let you cancel the order.
Business Response
Date: 10/25/2024
We are sorry to learn of Mr. ******* recent order experience. What Mr. ***** was advised about opening a new distribution center is correct, which has caused some delays with shipping. We are happy to advise that the warehouse upgraded the shipping of his order to overnight delivery for today.

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 Service
Initial Complaint
Date:10/15/2024
Type:Product 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.
6/9/2024 - Date of purchase 8/13/2024 - Attempted to return. Online portal indicated item was not eligible for return. (Accompanying receipt said returns were accepted up to a year from purchase date. The dress was in original condition, new with tags.)8/13/2024 - 9/11/2024 - Exchanged upwards of 13 e-mails with customer service, attempting to resolve the issue. In addition, called the customer service line and utilized the chat function more than once. For whatever reason, they were unable to provide the return label, but each *** assured me the label would arrive within ***** hours. ( was instructed to watch specifically for a label directly from Eddie Bauer. This simply did not arrive.)9/06/2024 - Received return label via an alternate e-mail address (yes, I did check spam folder on personal e-mail for a label coming 'directly from Eddie Bauer'); advised the refund process would take up to 24 business days.10/14/2024 - As of this writing, no credit appears on my ****** account.I have never experienced such a difficult and lengthy return process, flawed from the start (the inability to return through the portal) and at multiple points through the process (inability of customer service to generate a return label). I am unhappy with the frustration on my end, but I feel additionally sorry for the customer service ***s (7+ and counting) who did their best to help me with this simple return but who were unable to fully resolve the issue. What a waste of time for all involved!
Business Response
Date: 10/15/2024
We are sorry to learn of Ms. *******' recent return experience. Our records indicate a refund of $90.00 was processed today to Ms. *******' Paypal account.

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 Service
Customer Answer
Date: 10/15/2024

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.
It is my heartfelt wish that all customer care employees involved in this issue (upwards of 7) be commended for their attempts to help. I am hopeful that those in a position to facilitate the customer care processes and protocols make the changes necessary to ensure both Eddie Bauer customers and employees are spared this unnecessary waste of time in future transactions.

Sincerely,

********* *******
Initial Complaint
Date:10/12/2024
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 have a pair of Eddie Bauer convertible pants. Two zippers have failed. I received this as a gift 5 years ago under the impression that there is a lifetime warranty. Eddie Bauer doesnt honor this warranty
Business Response
Date: 10/15/2024
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 5 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 Service
Customer Answer
Date: 10/25/2024
I do not accept there answer. They had a 100% satisfaction guarantee but phases it out. They pants have not been over worn but yet two zippers failed. I would like a replacement pair.
Initial Complaint
Date:10/12/2024
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.
I bought an expensive (at the time) laptop backpack for my husband years ago. I didn't belabor the purchase because it had a lifetime warranty from a reputable company. Now, when I needed to use the warranty, due to a broken zipper on an exterior pocket, I was offered a $20 credit because they no longer have lifetime warranties. I had an online chat and email exchange with customer service to verify, as I've never experienced such a practice. I will likely also file with the **** The cost of a new laptop backpack is not a financial hardship, of course. But not honoring a warranty that was in place at the time of sale - that is unethical. Purchases are often made in consideration of warranties.
Business Response
Date: 10/15/2024
We
are sorry to learn of Ms. Jasper's recent experience. We have reached out to Ms. Jasper and advised of the below:
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 Ms. Jasper's item was purchased years ago, we are unable
to offer a replacement or exchange.

We are happy we had the opportunity to address our customers’ concerns and come to a resolve. We
apologize for any inconvenience she experienced and appreciate her business.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22414370, and find that this resolution is satisfactory to me.

Sincerely,

Michele
Initial Complaint
Date:10/09/2024
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.
order from eddie bauer they took payment and rewards on sept 15 still have not recd they say *** is lying they shipped the item *** says they have not recd item to ship customer is useless they are lying about *** im sure just give me my shirt or a ***** store credit which is reg price
Business Response
Date: 10/11/2024
We are sorry to learn of Ms. ********** recent experience regarding her order shipment being lost in transit. We have attempted to reach Ms. ******** today, twice each by phone and email. Our attempted by phone, we have left a voice message, by email (see below), we are getting an error message causing the email to not transmit.
I regret to inform you that your order seems to have been lost in transit. Unfortunately, the item is no longer available. To rectify this, we will be sending you a $25 Eddie Bauer electronic gift card to cover the cost of your order. Your total order amount was $21.99, with $3.19 charged on your bank card. The $3.19 refund credit was processed on 10-1-24. The remaining $18.80 accounted for discounts and/or reward certificates applied to your order.
In order for us to send the electronic gift card, we need a valid email address. If we are unable to receive a valid email address within the next 3 business days, we will submit a request to have the $25 gift card mailed to the address noted on this BBB correspondence.
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced. If Ms. ******** would like to further discuss this inquiry, please response to this BBB inquiry with a daytime phone number and time we can reach you.
Warm regards,
Eddie Bauer Customer Care

Customer Answer
Date: 10/11/2024

Complaint: 22384416

I am rejecting this response because: they say my email is wrong not true i looked on all the eddie bauer accounts i have they are all correct i did get a message frrom a *** at eddie bauer saying they would give me a credit gift card which i would accept but i have got nothing and she said to call to confirm my email -- the phone number does not work sent a text to the number still does not work-- so seems like there customer service is terrible my email is -- ************************** it has been the same forever i can not verify if they give me numbers that dont work please let me know whats there answer now

Sincerely,

****** ********
Business Response
Date: 10/17/2024
On 10-15-24, we sent a $25 US electronic gift card to email address ********************** We have attempted to send multiple emails to the same email address, and it comes back as undeliverable. Because Ms. ******** is advising she is not getting our email or the $25 electronic gift card previously sent, we will void the electronic gift card and process a $25 gift card to be mailed to the address noted on this BBB inquiry.
We ask that Ms. ******** to respond to BBB or Eddie Bauer ASAP if she has not received the $25 electronic gift card sent on 10-15-24 before we void it and resend via **** mail. Also, please confirm Ms. ********** mailing address.
Sincerely,
Eddie Bauer Customer Care
Initial Complaint
Date:09/24/2024
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.
Please see the attached PDF "Eddie Bauer Complaint Documentation" which includes:-An email dated 9/2/2024 from Eddie Bauer **************** person ********* -My reply dated 9/2/2024 The only thing to add to the description of the problem is that as of today, 9/24/2024, I have not heard back from Eddie Bauer ****************.
Business Response
Date: 09/27/2024
We are sorry to learn of Ms. *********** recent order experience. We issued an electronic gift card for $125 to Ms. *********** email address, the refund for the lost order and an additional $20 for the delay.

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 Answer
Date: 10/03/2024

Eddie Bauer emailed me a gift card for $125 on 9/27/2024 as stated in their reply to my complaint. I am satisfied with the resolution.

**** *********
Initial Complaint
Date:09/23/2024
Type:Product 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 bought a hat at Eddie Bauer at the ****************** store in ******* sometime within the last year. I tried to return it yesterday 9/22/24. I didn't have a receipt because I never keep them or even usually get a copy because my credit card is my verification. I tried to give the credit card to substantiate my purchase and return. They told me the "system" had been changed and they could no longer use my card to find transactions. They told me to go home and look for the printed receipt. I told them I didn't have it. I have always used my card rather than keeping endless amounts of paper. They have "updated" their computers to my disadvantage without warning or notice. I suspect this update is to block returns. They have also changed their return policy to 60 days although they were "willing to honor" a year. Since I bought the hat with a card they should be willing to afford me the opportunity to try and prove it exactly as they have always done in the past. Had I known, I would have been more careful with this piece of paper.
Business Response
Date: 09/30/2024
We are sorry to learn of Ms. ********* recent experience. We have been in contact with Ms. ******* to address her feedback. Ms. ******* has advised that she will visit our store soon to process her merchandise return.
We are pleased to have had the opportunity to address Ms. ********* feedback and again, we apologize for any inconvenience our customer has experienced and appreciate her cooperation and patience.
Sincerely,
Eddie Bauer Customer Care

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Eddie Bauer, LLC is NOT a BBB Accredited Business.