ComplaintsforEddie Bauer, LLC

Retail Sportswear

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Initial Complaint
10/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
10/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
10/09/2024
Complaint Type:
Delivery Issues
Status:
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.
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
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 response
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
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
09/24/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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
Initial Complaint
09/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received an Eddie Bauer adventure reward of $10.00 on August 21, 2024. I received an email from Eddie Bauer on August 30 saying that if I redeemed the reward by September 4, I would receive another reward on September 14. I made a purchase using the $10.00 reward on August 30. However, as of today September 18, the reward I was supposed to receive has not been credited to my Adventure Rewards account. I contacted Eddie Bauer **************** in an effort to resolve this issue since it seemed pretty straight forward. I received the following response on Sunday, September 15th ................Dear **** *******,We are happy to inform you that your gift card has been issued for $10. Please expect to receive your gift card in the next 48 hours at the email address we have on file. We ask that you check your spam and junk folders to ensure your gift card did not arrive there.We sincerely apologize for any inconvenience. We hope this information has been helpful. If you need further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.Thank you for being a member of the Eddie Bauer Adventure Rewards Program.Sincerely,***** *.Eddie Bauer **************** .................However, as of today, September 18, no gift card has been received and it has been longer than 48 hours. I have attached a copy of the August 30 email with the promotion. Also attached is a copy of the receipt for my purchase on August 30. My adventure rewards number is *********. Please either credit a $10.00 reward to my Adventure Rewards Account or actually send me a $10.00 gift card via email as EB **************** was supposed to do.Thank you.**** *******
Business response
09/27/2024
We are sorry to learn of Mr. ******** recent reward promotional experience. Our records indicate customer service did request a $10 electronic gift card be emailed to him on 9/15. We have requested a new $10 electronic gift card be emailed to him today, 9/27. He should receive this gift card almost immediately if not within an hour at most to the same email address associated.

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 response
09/30/2024

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
09/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
At Eddie Bauer in the ***********, *********, *******:2'x3' red and white sign in the store window "EVERYTHING ON SALE 50%OFF EXCLUSIONS APPLY"From that description, you might think 10-15% of the merchandise would be excluded. On the contrary, the only items at 50% off were clearance items and a smattering of other clearly marked "50% OFF" items interspersed throughout the store. Rather than "everything" half off, I will conservatively estimate that 85% was excluded. When I asked the on-duty manager about this, the manager replied, "That's how they get you."This is a blatantly deceptive business practice, designed to draw people into the store, knowing that their expectations will not meet their experience. This goes beyond "puffery" and into false advertising.Have I been financially harmed? No. I didn't purchase anything.(I took a photo of the window sign but cannot upload it)
Business response
09/23/2024
We are sorry to learn of Mr. ******* experience. We have reach out to Mr. ***** via email to address his feedback and advised of our resolution to resolve and extended a service gesture. We apologize for any inconvenience our customer experienced and appreciate his shopping with Eddie Bauer.

Sincerely,

Eddie Bauer *************
Initial Complaint
09/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
November 24th, 2023 I purchased a pair of Eddie Bauer leggings for ***** at the ******************* in ***************. When I purchased the leggings I was verbally reassured that they had a LIFETIME warranty. On September 14th, 2024 I attempted to exchange or return the leggings at the ************* in *****************. I was told ,with rudeness, that they no longer honor the lifetime warranty. I bought the leggings because of the warranty. If I wanted to spend money to be ***** I would have bought elsewhere. I was lied to and stolen from.
Business response
09/16/2024
We are sorry to learn of Ms. ******** recent experience. We have been in contact with Ms. ****** to address her feedback to extend an apology and offer a service gesture in our effort to resolve. Our service gesture was pleasantly declined. We will though be further addressing Ms. ******** feedback regarding her service experience received at our store with our staff. Her feedback is very relevant and will be reviewed for further staff coaching and/or up-training.
Again, we apologize for any inconvenience our customer has experienced and her feedback is essential as we work towards continual enhancement of the customer experience.
Sincerely,

Eddie Bauer Customer Care
Initial Complaint
09/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two beach chairs from Eddie Bauer on June 20, 2020 (Order #********). The chairs have since fallen apart. I contacted Eddie Bauer customer service via chat on two separate occasions in May/June time frame this year. After providing my order details, I was advised to return the chairs to their product guarantee department at my own expense. I followed the instructions, and the chairs were packaged, shipped, and mailed at my expense per the customer service instructions. The chair were then returned back to my stating the the chairs were outside their satisfaction guarantee / warranty window. If this was their policy, this was clearly knowable when I contacted their customer service agents on two separate occasions and provided my order number to them when discussing my concerns. Separately, I chatted and called on two more occasions to speak with customer service. Both are representative of the quality one can expect from outsourced customer service. I am requesting replacement beach chairs as the chairs I was sold not only fell apart, but have wasted countless hours and money following their instructions only to be told the chairs were too old (something that was knowable from the start).
Business response
09/17/2024
We are sorry to learn of **************' recent return experience. We reached out to ************** directly to address his concerns.

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 response
09/17/2024

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
09/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I placed an order for 11 pairs of pants from Eddie Bauer on Saturday, August 17. Because I was leaving on a trip on Wednesday, August 22, I paid $21.99 for overnight shipping to ensure I received the pants in time. The pants would ship out on Monday, August 19 and be delivered on Tuesday, August 20. However, by close of business on Monday, only one pair of the pants had actually even left their store/warehouse. I called customer service and was repeatedly assured that if the pants did not arrive overnight by Tuesday as promised, I would be refunded the $21.99 overnight shipping AND the $7 return shipping due to the items arriving late and not next business day as promised by Eddie Bauer. Eddie Bauer did not even SHIP OUT several of the pants until Wednesday meaning they were not delivered until Thursday, multiple business days after the next business day I paid for. However, their customer service is refusing to refund the shipping cost that I specifically paid for NEXT DAY/OVERNIGHT and refusing to refund the return shipping and basically stealing $28.99 of my money in shipping costs given they shipped me useless pants arriving after Id already left on the trip I was buying them for
Business response
09/18/2024

We are sorry to learn of Ms. ************ recent order experience. Our records indicate that customer service did refund the customers $21.99 shipping fee. We also see that she returned the entire order, we charged her a $7 return fee which we have refunded as of today. She should see this refund within 3-5 days or as soon as her credit card company releases it. When customers select a shipping method, this only pertains to the shipping time, not the processing time.

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

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