ComplaintsforEddie Bauer, LLC

Retail Sportswear

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Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 25th I called Eddie Bauer customer service about a warranty issue with a fleece pullover. The stitching is coming apart. The garment had a 100% satisfaction lifetime guarantee when I bought it. I explained the garment was over ***************************************************************************** like new condition. They told me to pack it up and pay to ship it to them and that I would be reimbursed for the cost of shipping as well as the item repaired or replaced. Today April 26th I received my pullover back in the mail unrepaired with a note saying it was purchased more than a year ago and was not eligible for repair or replacement. I had a lengthy conversation with their customer service over a month ago in which I explained the age and condition and was reassured that it would be covered. I also included the original receipt which was not shipped back to me with the garment. I would like this garment either repaired or replaced and my shipping money refunded as I was told. This is totally unfair and violates their product guarantee/warranty. I was told today that their clothing warranty has changed in recent years and that is why it was returned. The warranty should be honored from what was offered at the time I made the purchase. Not something that changed after the fact.
Business response
05/02/2024
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
05/03/2024

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
04/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been disputing charges with Eddie Bauer for five days. This random charge showed up on my credit card overnight. I ordered nothing to account for this, they didnt contact me to explain it, and I did not authorize it. This is the second time this week that this company has put unauthorized charges on my card and they will not acknowledge this. I paid for my order already and they fought me for a week about it, even accused me if manipulating their website sale photos! They are condescending and do not answer me on why they again charged me! I do not owe them $26!
Customer response
04/26/2024
Ive tried multiple times today with multiple people at Eddie Bauer and they continue to blow me off, meaning, they dont read what I write and respond with the same responses, over and over, and hope this helps more times than I can relay. Very condescending.
I told them to keep the jacket I ordered. Then I get an email that it was shipped! They arent listening.
I can send screenshots of some of this craziness.
again, I told them to keep the jacket today, and then they ship it! I ordered it three days ago and Im sure they were holding it until they billed me that extra $26.

Customer response
04/30/2024
Eddie Bauer still has not taken the extra charge off my credit card of $26 as of today.
Tomorrow will be one week since they did this! They literally lied and said theyd take off $20 and 10%, so I ordered the jacket!
the SAME DAY they billed me AFTER the initial billing for $26 to take that discount back!!!
I then told them Friday to keep the darn jacket, after two days of getting nowhere with them, and at least 50 emails. Then, I get an email telling me it was shipped shortly after that!!
now, Im out $26 and $34, and have the jacket!! It was in my mailbox yesterday!!
Business response
05/02/2024
We are sorry to learn of ******************** recent order experience. We reached out to **************** 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 business.

Sincerely,
Eddie Bauer ****************
Customer response
05/04/2024

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
04/25/2024
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.
I placed on an online order on March 12, 2024 for multiple items from Eddie Bauer's webstore. My credit card was charged for the purchase on March 15, 2024. Eddie Bauer divided my order into multiple shipments. I had 3 items missing in the second shipment. Looking at the packing slip, it was marked that those 3 items were not packed. When I reviewed the order online, there was no mention of any further shipments containing the missing items. I called Eddie Bauer's customer service line and was told that I would need to file a police report for theft before they could assist me with the missing items. There was no theft. The parcel was delivered to a locked *********** mail box, I removed the parcel within 2 minutes of it arriving as I was following the tracking, and the box was completely sealed with no mention of a second box. At that point I asked to speak to a supervisor because there is no reason to file a police report as it was Eddie Bauer's packing error. I was told none were available and I would be called back in 24 hours. I was not called back. I called again, and when I explained the situation the representative hung up on me mid sentence. I called a third time and had to wait for a supervisor who again insisted I file a police report. A police report makes no sense as there was no theft. This supervisor finally understood and told me they would be refunding me for the missing items. She sent me an email on April 9 2024 telling me that she has credited the original method of payment for $479.97 and I would see it in 3-5 business days. It is now April 25, 2024 and I have not received the refund. I have had other stores post credit card refunds the same day, there is no reason for the delay. I suspect Eddie Bauer is baiting customers with sales on items they know they can't fulfill, and is then putting the burden back to the customer with an extremely difficult resolution process in order to keep their money without delivering goods.
Business response
05/02/2024
We are sorry to learn of ******************** recent order experience. We reached out to **************** directly to address his concerns so we can process his refund.

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 ****************
Initial Complaint
04/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I returned shoes .It has a *** tracking number Bauer claims that I didnt return them
Business response
05/06/2024
We are sorry to learn of **************************** recent return experience. We reached out to ************************ directly to facilitate her refund.

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
05/08/2024

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,

*****************************
Customer response
05/08/2024

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
04/06/2024
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.
I ordered medium Tall swear pants but the company sent medium, not tall. I took pics of the what was delivered and they still refused to exchange for the correct size
Business response
04/17/2024
We are sorry to learn of Mr. ***** exchange experience. Unfortunately,we were unable to locate previous contact information from ************. We ask that he reach out to our customer service team to facilitate an exchange of his sweatpants.

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

Sincerely,
Eddie Bauer ****************
Initial Complaint
03/29/2024
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.
I received an eddie bauer down coat as a gift. The label inside the coat under the eddie bauer name indicates, guaranteed for life. I emailed eddie bauer customer service. This is the last response I received from them:On Mar 29, 2024, at 1:11PM, Eddie Bauer Customer Support <*************************************************************************> wrote:?Dear Birdrn,Thank you for contacting Eddie Bauer. We are sorry you need a replacement part. Regrettably, we do not stock or sell replacement parts for any of our products sold in our stores or on the Eddie Bauer website. We are happy to provide you with additional options. If you purchased Eddie Bauer products from a third-party company, we recommend that you check with them regarding any possible refunds according to their timelines and policies. You may also wish to inquire directly with the manufacturer about replacement parts.As I can check the product you purchased is not showing on our website. However, we are sharing a licensed retailer's name and number for help. Names such as BJs, ************************** Maxx, ******, Famous Footwear, ***************** DSW, and ***'s Club sell them nationwide.Please, contact them once for your convenience, here is their contact information:Phone: ************** Email Address: ************************** We hope this information has been useful. If we may be of further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.Thank you for your continued loyalty to Eddie Bauer.Sincerely,***********Eddie Bauer **************** The coat was purchase over 6 months ago and no retailer is going to let me return a used coat with a broken belt buckle. Eddie Bauer is the company who is guaranteed the coat for life, not a retailer.
Business response
04/02/2024
We are sorry to learn of Ms. ********* defective jacket.We also apologize for the misinformation given to her about who to contact regarding her jacket. After reviewing the photos she submitted, we have determined that this jacket was purchased from Eddie Bauer in ******* which is a separate company from Eddie Bauer in the **. ******************** must contact the customer service team from ********************** ******* at www.eddiebauer.de regarding her jacket.

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

Sincerely,
Eddie Bauer Customer Service
Customer response
04/08/2024

Complaint: 21505368

I am rejecting this response because: the coat label states guaranteed for life. Eddie Bauer *** stated Eddie Bauer ******* is responsible and Eddie Bauer ******* stated Eddie Bauer *** is responsible. Im just trying to get a buckle replaced that is supposed to be guaranteed for life. The company does not want to take responsibility.

Sincerely,

***************************
Initial Complaint
03/19/2024
Complaint Type:
Product 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 purchased a coat at Eddie Bauer in ********* ** 2/15/24.Total price $133.44. I decided to return the coat. The coat was received at the warehouse in ********* **** on 2/28/24signed for by TMiller. The order # *********************. I have called them 3 times since the item was received by the warehouse. First they told me I could only get a gift card3/12/24. I told them that ,that was unacceptable. ******* said that she would send a message to her supervisor to process a refund. She said it would take 3-5 business days. I called again on 3/15/24, they said ticket is out to get my refund, call back on the 5th day. I called back today 3/19/24. For some reason it is still in the escalation ***** and will take ***** hours for a response. I have never received any response from eddie bauer. I told ******* tomorrow it will be 3 weeks since they have received the return, I do not appreciate my money being held hostage. I would like a credit to my account
Business response
03/20/2024
We are sorry to hear of Ms. ******* return experience. There was a systematic error; we have reached out to **************** directly to address her concerns.

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
03/26/2024

Complaint: 21454029

I am rejecting this response because:
I have received an email from ***** from Eddie Bauer Office of the President. She states that my payment information was not captured in their system so they were unable to process my refund on my credit card. She also stated that she is requesting that a refund be expedited to me. Normally checks take 3 weeks. Well, it will be a week tomorrow. So where is my check? I would expect at this point they could overnight me a check. I imagine I will still be waiting another two weeks. Now it has been 4 weeks since they have received my return. Please refer this to someone that can overnight a check to me. Thank you
Sincerely,

***********************
Business response
04/05/2024
Our records indicate a refund check was requested on 3/24/2024 and was requested to be expedited to the customer. She should have by the end of next week at the latest.
Sincerely,
Eddie Bauer Customer Service
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/5/2024, I placed order #******** on eddiebaueroutlet.com for pick-up at the Eddie Bauer Outlet Store in ************, **. The order was for a pair of Men's Swift Myth Thermal Pants for $29.99. I used a $10.00 Eddie Bauer Rewards certificate and paid the remaining amount including tax of $21.19 on my ***** As it ended up, the pants were much *********** when I tried them on. On 3/8/2024, I returned the pants to the Eddie Bauer Outlet Store in ************, **. I received a charge credit of $21.19 to my ***** In the past when I have returned an item paid for with an Eddie Bauer Reward, the value of the reward was put on a gift card. Today, when I asked about credit for the $10.00 Eddie Bauer Reward certificate, no one at the store could give an answer as to why I didn't get the $10.00 reward returned to me. In fact, they couldn't tell me when or if I would receive the reward credit. I am very disappointed that Eddie Bauer seems to have so many problems with the Rewards Program and it appears their employees are untrained on how to resolve any issues. In the interest of good customer service, I would like to request that Eddie Bauer manually issue a $10.00 Eddie Bauer Reward to my account or provide me with a $10.00 Eddie Bauer gift card that can be used immediately.Sincerely, *********************** . . . . . . . . . . . . . . .Loyalty Number : *********
Business response
03/14/2024
We have reached out to ****************** regarding his inquiry and have processed the $10 Eddie Bauer electronic gift card per his inquiry. We are happy that we were able to resolve his inquiry and thank him for shopping Eddie Bauer.
Sincerely.
Customer response
03/15/2024

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
03/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My complaint is against Eddie Bauer. In 2018, I purchased a green down jacket from Eddie Bauer. The complaint is about Eddie Bauer not honoring its warranty. At the time I purchased this jacket, Eddie Bauer had the so-called "Buy it for life" warranty. Among other things, it stated "Our products are built to last. If your Eddie Bauer product fails to perform as designed, bring it back and we will replace it." They have since changed this policy to 1 year. But at the time of my purchase, it was lifetime. Yesterday, when I tried to exchange my jacket which had a broken zipper, they did not honor it. I am complaining about Eddie Bauer and asking them to honor the warranty at the time I purchased. I am seeking a replacement of the jacket with the same or similar
Business response
03/15/2024
We are sorry to learn of ************************ experience. We have reached out to ******************** to address his feedback and advised of our resolution to resolve.
We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience he experienced.
Sincerely,
Eddie Bauer Customer Support
Customer response
03/23/2024
Good afternoon,
I have received 100 USD gift check and I bought a new jacket.
Thank you very much,
Best regards,
Initial Complaint
03/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a single transaction online purchase from Eddie Bauer and returned the product within the specified time. while expecting my refund I had to close my bank Account and cards related to the account which I initially used for the purchase as there was a entirely unrelated fraudulent transaction on account. I closed this accounts by 10th January 2025 before the refund was processed on 20th January 2024 and when I took this information to Eddie Bauer no one is concerned about this and each time I explain this to one of their customer service representatives they simply say that the refund was processed. It is highly impossible to make a transaction to a closed account.
Business response
03/04/2024
We are sorry to hear of **************** return experience. We have 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.

Sincerely,
Eddie Bauer Customer Service
Customer response
03/05/2024

Complaint: 21375734

I am rejecting this response because I am providing you with my bank statement in which it shows Eddie Bauer refunded me $271.65 on 29 December 2023 on the same day charged me again for $228.71 without my authorisation. Eddie bauer says that the funds are held at my financial institution but CIBC says that there is no way that a transfer can happen after closing the bank account.
Bank account closed on 05 January 2023 and Eddie Bauer refund date is 20 January 2024 which did not go through.

Sincerely,

*************************
Business response
03/15/2024
We have advised ************** that when he originally placed the order on 12/22/2023 a pre-authorized hold was charged to his account for $271.65. When the order shipped on 12/29/2023 a hard charge of $228.71 was charged and the pre-authorized charge for $271.65 was refunded. This is industry standard; the actual charge is not placed until the items are shipped out.
As far as the refund for returning the items, we processed a refund to the original method of payment for $228.71 on 1/20/2024.We have not received those funds back from his financial institution. He must contact the financial institution for the refund. Had the financial institution rejected the refund, Eddie Bauer would be able to issue him a refund check. We provided ************** with the transaction information for the refunds so that he could provide them to his financial institution.

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
03/15/2024

Better Business Bureau:

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

Sincerely,

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

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