ComplaintsforEddie Bauer, LLC

Retail Sportswear

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Initial Complaint
02/16/2024
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.
Order #: ******** Jeans lasted 1 week, damaged and defective...sent pictures and all Was told to discard and would get refund Never got refund after weeks of asking Then promised $75 giftcard instead in writing, never received that either company is hiding behind previous adjustment they made which was for price error and not appeasement I have all the documents in writing saying I would get full refund and now $75 GC i want my $75 GC ASAP!!!
Business response
02/20/2024
We have contacted ****************** regarding his inquiry and have provided him with our resolution to resolve. We also advised that should he have any additional questions/concerns that he will be directed to the office as needed for additional review/assistance/monitoring.
Sincerely,
Eddie Bauer Customer Support
Business response
02/29/2024
The Eddie Bauer electronic gift card was sent to ****************** on 2-20-24, to his noted email address on file. Please check spam and/or junk folder if not visible in his regular email thread. ****************** was advised that we will continue to review the activity on his account to determine a continued business partnership.
Sincerely,
Eddie Bauer Customer Suupport
Initial Complaint
02/15/2024
Complaint Type:
Billing 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 on line order with Eddie Bauer. My credit card was over charged compared to the total on the purchase summary. I called their customer service and they stated a credit would be issues for the overcharge. I checked my credit card account and one day later I see no credit but I see the overcharged transaction is still there, plus there are two other charges placed on my credit card totalling $686.21 and the amount for my order should have been $255.09. I called customer service again today and they said they were only pre-authorizations and that the credit I will receive in 3 to 5 business days and that these pre-authorized amounts would be removed sometime in the future. They claim they originally pre-authorize, then pre-authorize again every time they ship and in this case they split the shipment up in 3 shipments. If in this case they do remove the pre-authorized amounts they are still using up my credit card credit limits and are also charging my credit card for amounts I did not authorize.
Business response
02/27/2024
We are sorry to learn of *********************** recent experience. We have been in contact with Mr. *************;to address his feedback and provided information regarding his inquiry. Again, we apologize for any inconvenience our customer has experienced and appreciate his cooperation and patience.

Sincerely,
Eddie Bauer Customer Support
Initial Complaint
02/11/2024
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 ordered an Eddie Bauer Storm Ops jacket on Jan 6th, 2024. The jacket I received does not have the reflective strips shown in their web site pictures and listed as features in the product listing. Other customers are also complaining about the same thing in reviews on the EB site. I decided to purchase this jacket as the reflective strips would allow me to be seen when walking at night, crossing streets, and such. I'd like to get the jacket pictured and described on Eddie Bauer's web site, with the reflective strips, rather than a refund.
Business response
02/29/2024
We are sorry to learn of **************** order experience. We have reached out to him directly to provide a suitable resolution.

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

Sincerely,
Eddie Bauer ****************
Initial Complaint
02/06/2024
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 am in shock that Eddie Bauer now has this reputation. I sent back one item and included all of the information in the package Dec 2024. The item was in a package that also had 3 coats in them. I received the refund for the coats. I never heard from them so I emailed to check in on 1/5 and they said it can take a maximum of 21 business days. So I waited. I emailed on 1/29. They asked for information (again) and I sent it. They said they had refunded me but gave ME a number to give MY BANK to get the refund? What in the name of? I waited a few days to make sure if it would reach my account. I emailed again starting 2/6 asking about this. They then replied asking for the order number and information AGAIN and I said you have that already, I am a rewards member. Then they said that there is a problem with my bank?! Too many excuses. This is archaic. What kind of service is this? Very disappointing. This is not how I remember them. This seems like such a scam. How can that be??!
Business response
02/27/2024
We are sorry to learn of Ms. *********** return experience.We have reached out to her directly to provide a suitable resolution.

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
03/12/2024
There has still not been a resolution on this. I have been reaching to Eddie Bauer since December and they keep having open promises and then reasons why I didnt receive a refund. This case needs to be remained open at this time.
Business response
04/05/2024
Our records indicate we mailed the refund check on 3/15/24 and the customer cashed the refund check on 3/18/24. We have attached an image of the check for reference.
Sincerely,
Eddie Bauer Customer Service
Business response
04/05/2024
Our records indicate we mailed the refund check on 3/15/24 and the customer cashed the refund check on 3/18/24. We have attached an image of the check for reference.
Sincerely,
Eddie Bauer Customer Service
Initial Complaint
01/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 30, ****, I went to Eddie Bauer store at around 2:30 pm in ************, ** to return a pair of snow pants. I ordered online two pairs of tan snow pants. One of the pants was a medium short the other was a large short.I received one pair of large short, tan snow pants, which was correct.The other pair I received was a royal blue large, regular snow pants in a different style.I went to the Eddie Bauer store in ****************** to return the blue snow pants in person. The sales associate refused my return because she reported to me that even though the wrong item was sent to me, I could not return it in the store because it would mess up her inventory.Eddie Bauer return policy is as follows: We want all our customers to be happy with our products. If you are unsatisfied with your Eddie Bauer product, you may return or exchange it in its original unworn/unused condition with proof of purchase within one year for a replacement or a full refund in the original form of payment.1. There is no mention of the restriction that stores cannot take returns when the wrong item is shipped.I explained all of the above to the sales associate, but she still refused to accept the return. Because Eddie Bauer accepts returns within 365 days of purchase, and this purchase was made within this timeframe, it should have been accepted by the store.Because the sales associate did not follow the store policy for returns I am seeking a refund of $121.00 (the cost of the item and sales tax.)
Business response
02/15/2024
We are sorry to learn of ******************** experiences. We have reached out to Ms. ***********;via phone and email to address her feedback to advise of our resolution to resolve. We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience she experienced.
Sincerely,
Eddie Bauer Customer Care
Customer response
02/16/2024

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
01/27/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a pair of pants with a gift card. the order number is #********************* My pair of pants are valued at $56.17. My order was canceled the pants were no in stock. I have called several times and EDDIE BAUER argues that they sent me an email with a new giftcard number and that I have to check the **** folder. I have done that religiously since January 16 and the company has not sent any email from consumercare. I have called several times inquiring and I am told that the customer representative based in ****** cannot do anything. The costumer rep keeps changing times. First they told me to allow 48 hours, now I called again and they told me that because the issue was ESCALATED I have to wait 5 business days. This was a Christmas gift and I ordered my pants from the EDDIE BAUER Store in ********* (order placed online on 12/29/23). When the order was cancelled I lost the pants and the value of the gift card. I need resolution either my pair of pants, refund or store credit to buy something else.
Business response
02/27/2024
We are sorry to learn of ************************ order experience.We have emailed a $75 gift card to her email address provided to you.

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
02/27/2024

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
01/25/2024
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.
Hello,I purchased a backpack from Eddie Bauer on November 25, 2011 for $51.46 under the condition of a lifetime warranty. The backpack has torn. I took it back to Eddie Bauer and they informed me that they don't have a lifetime warranty anymore and would not replace my backpack. I would like a replacement backpack of the same style as my backpack. Thank you to any help you can provide!
Business response
01/30/2024
We have attempted to reach **************** on 1-26-24, via phone and email. We are awaiting her reply to provide the requested information listed in our email to her.
Sincerely,
Eddie Bauer Customer Care
Initial Complaint
01/25/2024
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.
Have ordered for years, first time not to receive refunds. Refunds not processed from October 2023 to December 2023. Repeatedly went on Live Chat to get help & they would say: It will be refunded in 3-5 businesses days. They would all say they would help. Finally after many wasted hours, 1 call center guy said he had started the process. 4 weeks later & nothing. More hours online. **My Order History shows all orders which I returned were received at the depot in ***********. I also have records of the tracking numbers. ** I have attached the email trail. I think someone is stealing the refunds!! After I spent hours online & waiting for a live *************** Chat and after I said I was going to contact the police, finally 1 person said he processed ALL 8 refunds. NOT true...3 are still missing. I called ********** tracked today & indeed 3 are missing. (See email attached for missing refunds.)In total $853.76 is still owned to me. I am in my 70's and have bought at Eddie Bauer stores & now online for years. This is a terrible way to treat customers. I contacted BBB for help before reaching out to the ********************** *Please refund my money. *Please refund the 8 X $10 you charged on each order for the returns as an additional refund of $80.* Please explain why the *********** is not serving customers. * Please explain who is getting the customer's refunds.And finally...please explain why you continue to send emails for **************** but FAIL to say that you will not refund orders.Thank you,*********************************
Business response
02/09/2024
We are sorry to learn of Ms. ********** recent return experience. 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 ****************
Initial Complaint
01/24/2024
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 ******** was placed and when I received them the size 8 was too big. Took them to the store in ************** in **********, ** and the person there couldn't do the exchange. He said they had none in store and didn't seem to know how to do it on the computer. Returned the order there and said I would call in to get it done. Called today and was told by customer service they couldn't match the price and I'd have to pay the full $140 plus tax and shipping and then they could go into the back office at another time and price adjust it. This is not acceptable. I've had nothing but trouble with your customer service.
Business response
02/20/2024
We are sorry to learn of ****************** experiences. We have previously addressed and advised ************** of how she would need to proceed to receive a price match. We will reach out to ************** again and address her inquiry.
Sincerely,
Eddie Bauer Customer Care
Business response
02/26/2024
We have been in contact with ************** and reached a resolution suitable to all. 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 Support
Initial Complaint
01/16/2024
Complaint Type:
Billing 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.
In 10/2023 I ordered a rain jacket from Eddie Bauer, using my credit card issued by ************** When I received a confirmation email for the order, it included at $9.99 shiping charge. I have been an Eddie Bauer Friends member (608 951 208) for ************ are not supposed to pay shipping.I sent an email immediately requesting deletion of that charge. Days later, I received a message from their customer service indicating my due **** would be $38.16. I thought this was too low, but I pd. that **** on 11/2/23. A statement came with no deduction of shipping chg. I paid $21.69 on 12/1/23 for the balance of the rain jacket excluding the shipping. I then received an email from Eddie Bauer credit indicating I owed $97.84.I have called 3 different customer service nos. for EB 3-4x. 1/13/24 was the last time I called to get these extra finance charges dropped. I was on the phone 20 min. waiting for the women to come back on the call from collections, getting the finance charges dropped. The line went dead.I have read online that EB went out of business (chapter 11) & was bought by a holding co. The customer service has been screwy/non sensical. Next to last call to their customer service, I explained the situation, & said I wanted to close my account. The woman left my call to talk with her supervisor. She came back & said "if you will keep your account open, the finance charges will be removed." I just got another email saying my balance is $97.84. I have been trying to resolve this since Oct. when I placed the order. I have tried in emails and phone calls at least 7 times. Meanwhile they keep adding interest charges.I have an excellent credit score over 800. I pay my bills. I have read online other people have had similar experiences with Eddie Bauer and their customer service. I would like my acct. balance zeroed out. I have paid what the rain jacket cost. Please help me resolve this credit dispute.Thank you for your assistance.Best regards,**********************
Business response
02/05/2024
We are sorry to learn of ****************** experiences. We have reached out to ************** via phone and email and requested a daytime phone number and time that we may reach her to discuss her inquiry. We are awaiting her reply.
Sincerely,
Eddie Bauer Customer Care

Business response
02/06/2024
On 2-5-24: We had a conversation with ************** and realized that her issue with ************* is due ************** not paying the total amount due for her rain jacket order #******** placed on 9-10-23 not 10/2023, has noted. Also, ************** noted that she received a message from EB customer service advising an amount due that she even noted was too low and her bank statement noted the correct amount due for her order, but ************** did not pay the total amount due causing fees to her bank card account. Although ************** issue is with her financial institution, we are working to assist her with the bank in an attempt but no guarantee that any fees and interests can be removed due to the customer not paying the total amount due that was noted on her bank statement.
Also, we will provide ************** in writing the threshold that is required for EB Friends member to receive free shipping. This information is also noted on the EB website.
Sincerely,
Eddie Bauer Customer Care
Customer response
02/07/2024
I have spoken to a ********** the president's ****** of Eddie Bauer twice. I am waiting for her to respond to me after she speaks with the Comenity Bank.
I have not been speaking to the bank. Only customer service at **********************.
Thank you,
***********************

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