ComplaintsforEddie Bauer, LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order shipped to incorrect address. Had same issue several years back and requested address be updated in system. Spent great deal of time on phone! Want refund since customer service not functional.

  Business response

  08/19/2024

  We are sorry to learn of Ms. ******* recent order experience. Our records indicate the customer placed the order online herself. We processed a return refund as a one-time courtesy as we will not be able to going forward. **************** will need to update her shipping address in her online account.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
  
  Sincerely,
  Eddie Bauer ****************

  Customer response

  08/19/2024

   
  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.
  

  I see refund processing. Sad to not get the items, as I love EB clothes. Will try order in future after reverifying address. (Thought it was updated per last customer service attempt.)

   

  Thank you for addressing. 
  

   

   

   

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

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase on 10/10/2023.Order # ******** Adventure Rewards # ********* Item: Reversible CirrusLite down hooded jacket. Color - Iron.Issue: Eddie Bauer offers a guarantee on their products. This product tore, making it unusable.When we contacted the company to get a shipping label to return it for refund, repair or replacement, we were informed the company no longer sells children's clothes. We originally received an email saying we could bring it to a local store for processing. We took it to a store and were immediately told that EB no longer sells children's clothing and they would not accept it. This is despite the fact that the email we received saying we could bring it to a store mentions the product as a children's coat.When we reached out again, we were offered a free shipping label to send it back, and a refund when it was received.Since we did not receive a label, we reached out again. This time we were told that Eddie Bauer does not give free shipping labels for children's items, because they no longer sell these items. However, we are still obligated to return the item if we want a refund. Given that the warranty/guarantee existed at the time of purchase and we were no notified that anything would be changing, we believe that the company should either 1) not require the item to be returned. We can send photos that clearly show the issue, or 2) provide a label for us to use to send it back, just like they would have if they still sold children's clothing.I think both of these potential solutions are completely reasonable, especially since the change in policy could not be found on their site and a customer service rep would not agree to supply a copy of the policy change when requested in online chat on 8/7/2024.

  Business response

  08/08/2024

  We are sorry to learn of ****************** defective jacket. Our records indicate our customer service team refunded **************** in full to his original method of payment on 8/6/24 for $39.99. He should see the refund in 3-5 days. He may discard of the jacket, there is no need to return.
  
  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 response

  08/08/2024

   
  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

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order for two low profile camping chairs that fold into a bag for easy storage and transport on 7/29, Because I need the chairs for a trip ill be taking on 8/4 I paid for 2 day shipping and the online order processing showed guaranteed delivery by 7/31. The chairs never arrived so I contacted customer service via chat and was advised they are sorry for the inconvenience but the order is still in process and I should get a response email in 24/48 hours. I explained this is well after the guaranteed delivery date there company promised and this is not a shipping issue with a third party company as they haven't even attempted to ship the products at this point. I asked to just cancel the whole order as I wont need the chairs if they are not able to deliver them by 8/3. They advised the can not cancel the order??? I will have to wait for the chairs to ship and then return them and then request a refund after they have there products back. So at this point I'm out the $25 in expedited shipping and there is a possibility I will not get the products or if I do I will not be refunded for them because they are in process again. The whole ordeal seams to be a scam to get consumers to make purchases online with false promises. The customer service agent advised they DO NOT guarantee any shipping dates when it was clearly advertised online for a fee. The customer service agent disconnected the chat when I asked for contact information to file a complaint with the company directly. This leads me to further believe this was/is a scam being perpetuated by the company.

  Business response

  08/02/2024

  We are sorry to learn of Ms. ******** recent order experience. We have refunded her in full for the delayed order. We reached out to ****************** directly to advise her of this.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
  
  Sincerely,
  Eddie Bauer ****************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made two in-store purchases at Eddie Bauer. I provided my phone number, ************, which is used to identify my rewards account, for both purchases. I decided to purchase another pair of shorts like the ones I bought in the store, online. When I tried logging in, the website said either I didn't have an account or my login info was wrong. I tried the reset my password feature; nothing happened. I then tried setting up an online account - when I did that, it showed previous online purchases in my history but didn't show my rewards points for my in-store purchases. I also noticed that the rewards account number was different than the one on my in-store purchases (*********). I sent a message, through the Eddie Bauer website, to see why the online number was different and if there were actually two accounts, to merge them into one using my original rewards number. I got an email that contained extremely bad English, stating my issue had been forwarded. Today I got an email that the two accounts were merged into my original account *********. When I tried logging in, it said my login info was wrong. I reset my password twice and each time it kept telling me my login information is incorrect. I want someone to call me and explain what the problem is and how to correct it. I spent almost $300 this month and I have no way of knowing if all of my rewards points were added to my account nor do I know how to access my account online. I have been an Eddie Bauer customer since the 90s and have always used the same email ********************** for my rewards account and have always had the same rewards number (********).

  Business response

  08/08/2024

  We are sorry to learn of **************************** recent experience. We have reached out to Mr. ********** via email and phone to address his inquiry and provide various options to correct the issue(s). Our latest contact via phone we were unable to leave a message due to mailbox being full, so another email was sent to customer. We will continue to make every attempt to work with customer to resolve his inquiry. 

  Sincerely,

  Eddie Bauer Customer Care

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A family member purchased one of Eddie Bauer's luggage for me some years ago while under the no questions asked, unconditional lifetime warranty. A wheel recently exploded, though the rest of the bag almost looks new as I don't travel very much. After the pandemic, I had heard they canceled their warranty for new purchases and likely no longer honor prior purchases. With this in mind, I thought I'd try contacting customer service anyway to see if there were any options to get it repaired. Upon doing so, I was informed that the warranty was replaced by an exchange policy, where stores can still exchange without a refund, even if outside of the 1-yr warranty period. Surprised, but skeptical, I took a transcript of this recorded call with me to my nearest store (**********, *******). The manager told me this wasn't true (until the transcript was shown) and then that she would check with her area leader and get back to me by phone (she would not give me contact details for the next manager up the line). I called in a few days later and was assured they were waiting for a response and would still get back to me. They haven't bothered getting back to me within a month, so here we are with no other way to escalate. Emailing customer service also yields repetitive, unintelligent template responses that are not relevant to my contact attempts. This dishonesty and complete lack of service is not characteristic of excellence, or anything close. As a long-time, frequent customer for over a decade, I have no reason to return.

  Business response

  08/02/2024

  We are sorry to learn of ************* broken luggage. 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 have never provided parts or pieces of items to ship out. We encourage ************ to watch for some upcoming sales on our current luggage.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.
  
  Sincerely,
  Eddie Bauer ****************

  Customer response

  08/02/2024

   
  Complaint: 22069116
  
  I am rejecting this response because it contradicts the transcript of my recording with customer service, and therefore sidesteps the issue.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last week, I bought 3 pants online from Eddie Bauer. They notified me that my shipment might arrive in 3 packages. I did receive three different packages. The only problem, although the first 2 were fine and pants I ordered, the last package they sent me a mens shirt (freedry ************* tee), that came instead of the pants I ordered. I called customer service and the representative told me that the easiest thing would be to go into a store, but shipping a return was also an option, although it may take 21 days to get a return packing slip. I drove half an hour to my closest Eddie Bauer store with the shirt still in the package with the packing slip and the customer service there - which was very overwhelmed and rude - told me that they could not do a return in their store for *********************, whatever that means, and that they had no inventory need for the shirt i was returning, and to call the national number again. they ended up calling and said they could send me a shipping slip for return of tee but that I wouldnt get a refund before then. . I called the number again and the same representative answered and told me you didnt want to ship so I said go to the store. This was not true - he presented both as options and even the store as a better option for return. I asked for a manager and he said he doesnt have one. I have never had an issue issue, returning an item to a store, especially when it is the fault of the company who should have sent me something different. The workers at the store clearly saw that they sent me a T-shirt and not pants, I showed them all the packaging and the barcode. now, apparently its a process of probably weeks to a couple of months to get a refund. If you ship back the item they wrongfully sent you. *** never had to go through these hoops. I started a dispute with my credit card company - first one i have done in my life. I just want my $35 back for the pants that I never received - at this point its the principle.

  Business response

  07/12/2024

  We are sorry to learn of ******************** order and return experience.We have refunded her in full for the incorrect merchandise she received. We reached out to **************** directly to advise her of this. We also advised her there is no need to return the incorrect merchandise.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer response

  07/13/2024

   
  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,
  
  ***************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 15, 2024, I made multiple returns at Eddie Bauer. The cashier processed the returns, ran my card, and I was given a receipt for the refund for these returns. There were four separate receipts ($37.10, $121.90, $84.80, and $90.08). Only two of these were processed ($37.10 and $121.90). The other two ($84.80 and $90.08) were not processed. Thus, I am still owed $174.88. Attempts to have refunds for these two returns issued have failed. I keep getting told that the card was credited $121.90. This is accurate, but it was for a different return. Please have Eddie Bauer issue the two refunds for $84.80 and $90.08 (total of $174.88) as they items have been returned and I have receipts showing the credit should have been issued. Thank you!

  Business response

  07/24/2024

  We are sorry to learn of Ms. ******* return experience. We reached out to **************** directly to advise her we reprocessed the 2 refunds she was missing.
  
  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 response

  07/24/2024

   
  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

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order #: ******** Order date: June 2nd 2024 Item price $139.99 Requested price adjustment on June 13th via email. Response from customer service stated that the adjustment could not be made as the order has exceeded 7 business days from the date of purchase. I shared the price adjustment policy listed on eddiebauer.com - "Price Adjustments We will honor a sale price adjustment if an item goes on sale or clearance within 14 days after the ship date. Just present the original receipt or order number and the difference will be refunded to the original tender. Promotion code discounts cannot be applied to past or pending purchases."No response received. Called eddie bauer customer service number, spent 22 minutes on the phone. The agent could not determine current sale price on the website and requested a screenshot from eddiebauer.com demonstrating discounted sale price, which I provided. They still proceeded to tell me that I was wrong about the sale and that I would not be able to purchase the item at the sale price displayed in cart. I went ahead and processed a new order, and then sent another screenshot showing that the item in fact was offered at 50% discount. Did not get a response and no price adjustment was processed.

  Business response

  06/20/2024

  We are sorry to learn of ************************** recent experience. We have reached out to ********************** via email on 6-15-24 and advise of our resolution to resolve her request for a price adjustment on her order 67804743. 
  

  We are happy we had the opportunity to address our customer's inquiry. We apologize for any inconvenience she experienced and appreciate her business. 

  Sincerely, 

  Eddie Bauer Customer Care

   

   

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 18th 2023, we bought six pairs of pants from Eddie Bauer. Order Number ********. Four pairs of them were returned. Eddie Bauer supposed to refund $237.43 to our credit card account. Instead, they charged us $237.43. After lengthy communications over the phone and email, they are yet to return the amount. Finally, we gave up and never purchased any Eddie Bauer products again.

  Business response

  06/14/2024

  We are sorry to learn of **************** return experience.Our records indicate we refunded $237.43 to **** ending 2537 on 11/29/2023. If the customer did not receive these funds, they need to inquire with their financial institution.
  
  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 response

  06/14/2024

   
  Complaint: 21739592
  
  I am rejecting this response because: Although they refund for the returned four items out of the six items I bought, they did not refund their mistake of charging me the same amount. This is an error in their system. They acknowledged their mistake in my communications with them, but they fail to correct their own mistake. They can search the same amount in their system to see that they charged me the same amount without any purchase from me.
  
  Sincerely,
  
  ***************

  Business response

  07/11/2024

  We are sorry to learn of **************** return experience. Again, our records indicate, and we verified with our accounting team that we refunded $237.43 to **** ending 2537 on 11/29/2023. If the customer did not receive these funds, they need to inquire with their financial institution.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer response

  07/23/2024

  Hi *******,
  
  Before I contacted BBB, Eddie Bauer failed to deliver an electronic gift card of $******. 
  
  The message below from Eddie Bauer on 03/21/2024 acknowledged their mistake and has sent the gift card. But we never received the gift card message. (*********************** is my wife, who made the purchase.) I am sure the message is saved in their system. They could have sent us a physical gift card in regular mail.
  
  It appears that they have a different person managing this because they did not acknowledge their mistake in their subsequent messages. 
  
  Regards,
  
  Fang Miin Sheen
  
  
  
  From: ******************************************* on behalf of Eddie Bauer Customer Support
  Sent: Thursday, March 21, 2024 9:46 PM
  To: *******************
  Subject: Re: Eddie Bauer Contact Us Form: Returns
  
  Dear ***********************,
  
  We are happy to inform you that your gift card has been issued for USD $ ******. 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.
  
  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 your continued loyalty towards Eddie Bauer.
  
  Sincerely,
  
  Md **************
  Eddie Bauer Customer Service
  

  
  

  Business response

  07/23/2024

  Again, our records indicate, and we verified with our accounting team that we refunded $237.43 to **** ending 2537 on 11/29/2023. The same customer service representative advised the customer of this, on March 28th after the email was sent that the customer would receive a gift card. Again, if the customer did not receive these funds, they need to inquire with their financial institution which we continue to advise.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience they experienced.
  
  Sincerely,
  Eddie Bauer ****************

  Customer response

  07/23/2024

   
  Complaint: 21739592
  
  I am rejecting this response because: *********** refunded the amount through credit card, after I returned the purchased items. The right amount was credited in my credit card account. A totally separate issue is that they made a mistake in charging me the same amount for no reason. Because it is the same amount as the refund, so it is confusing. In one of the emails, they acknowledged they made the mistake and said they will send me an electronic gift card of the same amount. I never received the gift card. If they did issue the gift card, their system should have a record of whether the card has been used. If not, they can send me a physical gift card. The problem is that they changed their mind and did not want to do anything. They suggested that I ask my credit card company to solve the issue.  
  
  Sincerely,
  
  Fang Miin Sheen

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two returns have not been processed correctly. I returned eight items from Order *******. I have contacted the company three times asking about the refund to be issued to me, $341.43, and have yet to see the credit issued back to my card, as discussed in my prior customer service chat. This situation is not only frustrating but also causing me significant inconvenience as I have to continually check my credit card and contact you again. It has been several weeks now.RE: ORDER ********. I should have received a refund of $44.00 back to my Eddie Bauer Credit Card, but have not received it despite the email confirming it was received and processed.I expect this issue to be resolved promptly and my full refund to be processed without further delay.

  Business response

  05/16/2024

  We are sorry to hear of Ms. ***************;recent experience. We have reached out to ******************** via email to address her feedback, extend an apology and advised that her refunds due to a system error were delayed. We have now been able to successfully process the refund credits. We provided detail refund information via our email to her.

  Again, we apologize for any inconvenience our customer has experienced and appreciate her cooperation and patience.
  

  Sincerely, 
  
  Eddie Bauer Customer Care

*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. ↩