ComplaintsforEddie Bauer, LLC
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Complaint Details
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Initial Complaint
12/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Returned a jacket november 3 2021 and Eddie Bauer was to issue a refund check within 3 to 5 business days. No refund check yet. Customer service says they are waiting for the finance dept to locate the check. Its Been over a month. I did receive a call back from Amber at head office after weeks of discussions with customer service dept that went no where and only after making a complaint to the better business bureau. Amber at head office had no resolution as she also says she is waiting to hear back from the finance dept on locating this check. Any normal business would stop payment and reissue a check immediately and send it priority courier. Amber from head office re assured me she would call me on Monday about this as her call to me was late friday afternoon how convenient. TO DATE no return call back from head office a week later. Terrible customer service nothing but a run around. Eddie Bauer Customer SupportBusiness response
12/14/2021
We are sorry to learn of **** ****** recent experience. We have communicated with **** **** via phone to address their feedback and **** **** has been advised of our resolution to resolve. The check **** **** advised was not received was voided and a new check was issued. If the new check has not yet been received it is in route with FedEx tracking #************ to the address we were provided on correspondence.
We also extended a service gesture to **** **** via their email address provided and records show it has been successfully received and viewed.
We again apologize for any inconvenience our customer experienced and appreciate their patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer CareCustomer response
12/14/2021
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
12/07/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 10/25 I ordered (Order # ********) three Item #******** t-shirts during a sale @ $20 each. After receiving the t-shirts I discovered that one was defective (cuts in a sleeve & bits of hardened glue on the inside). On 11/17 I attempted to do an exchange online & discovered that the website doesn't support exchanges. I called EB customer service & they said EB no longer directly supports exchanges & that I needed to instead return the defective item & order a replacement. I told them that the price of the same t-shirt was now $40. They told me that once I made the order, paid for the replacement, & received the replacement, I needed to call EB again & ask for a price adjustment. I then initiated the return of the defective item & saw that I would be changed $7 for return shipping & I informed the EBCSR of this; I was told that the shipping cost would be adjusted when I called in for the price adjustment. I performed the return (Order # ********) & ordered the replacement (Order #********). I received the replacement t-shirt on or around 11/22. I waited to see if EB would perform the pricing adjustment without me needing to call, but they did not, so today I called Eddie Bauer to receive the pricing adjustment (shipping cost was in fact not charged on the return item) & EBCS performed the pricing adjustment. EB has designed their systems to make exchanges very difficult. EB frequently has sales & they must know that exchanges will often occur after a sale as ended. By making the exchange process convoluted, they are increasing the chance that customers will ultimately not call for the price adjustment. Additionally EB states you will be charged for the return shipping, EVEN IF THE RETURNED ITEM IS DEFECTIVE, thereby further lessening the chance that the customer will proceed with an exchange. I consider these business practices to be borderline fraudulent since Eddie Bauer claims they support exchanges.Business response
12/08/2021
We are sorry to learn of Mr.******’s recent experience. The Eddie Bauer website is designed to make returns and exchanges easy and convenient to process. The way that exchanges are handled is that the customer can navigate online to our Linc tool on the Eddie Bauer website and process the exchange. This process allows the customer to print a return label marked for exchange. Once the customer fills out this information, the customer will additionally select a Return Reason Code. Depending on the reason for the return, a return fee of $7 ($8.50 if over 5 lbs.) may be assessed. The return shipping fee is assessed based on the reason for the return. If the item qualifies for free return, this fee is not assessed. The Return Reason code for Mr. ******’s exchange was for a defective item so the fee was automatically waived. Once the customer has processed the initial setup for the exchange and obtained a return label, the customer can then either order the replacement item online manually at our website or call our Customer Service department to have the reorder placed by an Eddie Bauer rep.
If a price adjustment is needed, an Eddie Bauer agent can either adjust the price of the replacement item upfront or the customer can contact us to have a price adjustment performed retroactively within 14 days of the shipping date, depending on circumstance. Mr. ****** contacted us after the replacement order was processed and received a price adjustment for the exchange order, ********. This price adjustment should be reflected on his credit card within 3-5 business days
As a token of good faith for the inconvenience and any confusion the customer experienced, we have sent Mr. ****** an electronic gift card to the email address on file for $40. This electronic gift card can be used online or in-store for future purchases.
We are happy we had the opportunity to address our customers’ concerns. We apologize for any inconvenience he experienced and appreciate his patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer ServiceCustomer response
12/08/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I appreciate EB's quick response and gift card, do not think their response captures the situation fully. Here is my response that I sent to EB when they connected me directly:"Thank you for your prompt response as well as for the gift card. While I appreciate both, perhaps my complaint to the BBB was incomplete (2000 characters on the BBB site was not enough to fully describe everything that happened). So to clarify, I spoke to a EBCSR before I processed the exchange and was told there is no way for the EBCSR to process the price adjustment at the time of my order and that I would need to do so afterwards. Also, while there was indeed a return code for defective product, the website doesn’t clearly state that the return shipping would not be charged. It said it might be charged and the EBCSR said the same.
So the net of my experience, in spite of my seeking to resolve everything on one call, was that I needed a total of three calls to resolve defective merchandise sent to me. Your competition, whether ******, The ***, ***** ***, ** ****, etc. do not require multiple phone calls to resolve defective product being sent to their customers. And since CSR time is far from free, it leads me to suspect that EB has this process in place in hopes that many will not bother and will either not return their defective products, or will not bother to seek a price adjustment in those situations where one is warranted.
I continue to struggle to comprehend why EB doesn’t support a simple online defective product exchange process."
Sincerely,
**** ******Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Terrible customer service as the associate at the store location could not take my jacket back on a return as the item number and order number on my paid reciept was not found in the system. How convenient to avoid a return right. They pushed me to customer service toll free number that asked me to return the jacket with the reciept for the full refund which would be mailed and delivered within 3 - 5 business days. Promised call back from a manager at customer never happened as well. That was November 2 2021 still waiting for the refund check and a call from head office as they will not provide me with a direct number to contact myself. No jacket and no refund! Terrible service for a company that sell ****** jackets. They are unethical and lie to customers be aware.und follow up ?You replied on Wed 2021-12-01 4:10 PM You replied on Wed 2021-12-01 4:10 PM Eddie Bauer Customer Support <*************************************************************************>Fri **************** PM Dear ***********************,Thank you for contacting Eddie Bauer regarding the status of your return. We apologies you still not receiving your refund. It is my pleasure to check the status of your return. we tried you however we fail to have a successful call.We are happy to inform you that we received your return on November 3, 2021. We created a request to process a refund check amounting ****** CAD, you should see the check to your address ??*********************************************************************. We wanted to set your expectation that the check go out today and it should arrive within 3-5 business days.We feel sorry to tell you that we're still waiting for the tracking information of the refund check. The moment we receive an update, we will send another email. We apologise for the delay.We hope this information has been useful. If we may be of further assistance, please reply to this email or reach out to us via live chat online at eddiebauer.com.Thank you for being a member of Eddie Bauer Rewards Program.Sincerely,??**** ******************Business response
12/03/2021
We are sorry to learn of ********************* recent experience. We have attempted to reach ************** by phone and have received no answer and there is no voice message box to leave a message. We also are unable to send an email because a valid email address for customer was not provided.
Upon review of ****************** inquiry a $123.17CAD check was processed on 11-11-21. We are trying to reach ************** to verify if he received the check. If the check was not received we will verify with the bank it has not been cashed. If not cashed, we will void and reissue the check with expedited mailing to the address ************** provides.
Please reply back with the requested information via this correspondence.
Sincerely,
Eddie Bauer Customer CareInitial Complaint
12/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order on 11/2/21 for my husband's birthday. Assigned order number #********. The availability date that was shared was acceptable for me to get him his gift in time. Now the ship date is a month late. I'm finding the item elsewhere, so I went to cancel. Unlike other retailers (***** ***, *******), they do not provide a way to cancel the order. They say to just send the item back if/when it shows up- shipping costs incurred by customer! That is basic customer service and I find it unacceptable that they do not provide the option to cancel an order-especially with their months long customer service challenges that they have been having. A simple ask: please cancel this order. Thank youBusiness response
12/02/2021
We are sorry to learn of Ms. *****’s recent experience. We were attempting to obtain stock in order to fulfill the customer’s order, ********. Ms. ***** had mentioned she would like to have the order canceled and we were able to successfully cancel the order today, 12/2/2021. We have issued the customer a $50 electronic gift card as a token of our sincere apologies for the inconvenience.
We are happy we had the opportunity to address our customers’ concerns. We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer ServiceCustomer response
12/02/2021
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
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
ORDER#:57016422 I paid $81.39 for A coat from Eddie Bauer on 10/21/21. I have tried to return the coat since November 3. However Eddie Bauer has refused to give me a refund. I have called them and spent 15 minutes on the phone with a customer service agent and email eight times and they have refused to provide me a refund or to give me a return label so at this point I have no other option but to enlist the help of BBB to try and get my money back. I even asked Eddie Bauer to print off the return label and mail it to me or to have ***** pick up the package from my house and provide a return label at that time and they refused both options. I want a refund of $81.39 from eddie bauer.Business response
12/06/2021
We are sorry to learn of ********************** experiences. We have reached out to ************** via email to address her feedback and advised of our resolution to resolve. On 12-3-21, we sent ****************** the requested prepaid return shipping label with instructions via the ***** website.
We are happy we had the opportunity to address our customer'sfeedback and apologize for any inconvenience he experienced. We appreciate his patience as we work through this unprecedented time.Sincerely,
Eddie Bauer Customer Care
Initial Complaint
11/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Was told I would get a discount once I made the purchase for Item# ******** November 30/2021. All i had to do was contact rep and give order and someone will manually take it off. when I did was told it could not been done. The item was new and already had a discount I said website stated all coats 50% off nothing about new items etc. She said can you hold for a second please I said ok! which i did she came back ask me to verify my whole life. Then said due to item being first ascent cant be done so I said just cancel my order because I do not have the money I calculated the difference when told the discount was gonna be applied. First rep i spoke to i ask her several times are she sure she said everything is recorded and that's all you have to do. I been shopping with eddie bauer over 18 years dont make since a coat i wanted and need. Point i was tricked and promise and website putting up false advertisement to get to buy other things for higher prices. Would i would like is what i was promise I was offered I feel manipulatedBusiness response
12/01/2021
We are sorry to learn of Ms. *****’s recent experience. The BC StormDay coat is a First Ascent item. First Ascent is almost always an exclusion in regard to our promotions. The ad that Ms. ***** mentioned in her complaint for 50% off contains a ‘Details’ link that can be clicked on to view the offer details. Therein it states that First Ascent items are an exclusion to the offer. However, we currently have an online promotion that is 50% off any one item using promo code ‘******.’ This newer promotion applies even to First Ascent items and has no exclusions. The customer subsequently canceled her order after not being able to apply the original discount to her order, ********. Ms. ***** can place a new order online at www.eddiebauer.com or via chat online on our website or via phone at 1-800-426-8020 and reorder the BC StormDay Coat and apply promo code ‘******’ to receive the same discount amount she was originally seeking.
As a token of good faith, we are issuing the customer an electronic gift card in the amount of $40 that will be emailed to the email address on file that she can use online or in-store for the confusion and inconvenience.
We are happy we had the opportunity to address our customers’ concerns. We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer ServiceCustomer response
12/01/2021
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. Thank you yes I do will continue shopping
Sincerely,
***** *****Initial Complaint
11/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Order #******** was never received. CS was made aware of this via chat on Nov 4th. CSR was incredibly rude and told me to wait 15 days. I followed up with CS via email on Nov 12th stating a deadline that these items were needed by Nov 16th COB. I received a follow up email stating that the item was shown as delivered but it is "known issue" that this might not be the case. I responded on Nov 22nd requesting a refund and and an apology for not taking responsibility for their "known issues". As of Nov 26th, this refund has not been issued back to my OP method. Considering the time and effort it has taken, I will now require a phone call explaining why the company cannot find a reasonable courier to work with and how they are unable to process a simple refund. This refund will need to be processed no later than Nov 27th, 2021.Business response
12/02/2021
We are sorry to learn of Ms. ******** recent order experience. We have processed an expedited refund check and reached out to her directly to address her concerns.
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer ****************Initial Complaint
11/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
ORDER#:******** - Refund amount due $80.66. I purchased two pairs of pants through Eddie Bauer online on 4 August 2021. I returned them because they didn't fit through the mail and received an email from Eddie Bauer stating they received my return on 9 August 2021. A refund was supposed to be issued in 3 to 7 business days. In late August I called Eddie Bauer and they apologized for not issuing a refund and said it would be 7-10 business days. In September I called Eddie Bauer and they apologized for not issuing a refund and said it would be 7-10 business days. In October I called Eddie Bauer and they apologized for not issuing a refund and said it would be 7-10 business days. In November I called Eddie Bauer and they apologized for not issuing a refund and said it would be 7-10 business days. I asked to speak to a manager and they would not allow me to speak to a manager. I submitted an email request for assistance in September and never received a reply. In November I submitted an email request for assistance again and received a reply stating they are following up with their accounting department, which would take 3 days, and then to allow an additional 7 to 10 business days to receive a refund. How does a major company get away with not giving refunds for 3+ months and I am sure I will have to call again for the refund? Each time I call I spend approximately 30 minutes on hold. Additionally, I was not advised before purchasing the pants that in the case of the return I would be charged shipping. I will never purchase from this company again. I need assistance in obtaining MY money back - they have the product and are still retaining my money.Business response
11/24/2021
We are sorry to learn of Ms. ********* recent experience. We refunded her order. ********, via PayPal in the amount of $85.60 net. We are issuing her a $40 electronic gift card for the inconvenience.
We are happy we had the opportunity to address our customers’ concerns. We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer ServiceCustomer response
11/24/2021
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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Customer Complaints Summary
245 total complaints in the last 3 years.
91 complaints closed in the last 12 months.