ComplaintsforEddie Bauer, LLC

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For 2 months they have been acting like they are refunding me for clothes sent back without actually doing anything.

  Business response

  01/19/2024

  We are sorry to learn of ************ 's recent experience. We have been in contact with Mr. *********;to address his feedback and apologized that due to a glitch in our system, his refund was not successfully refunded. He was advised that we have requested a check be sent to him as a refund for his returned merchandise. 

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

  Sincerely, 
  Eddie Bauer Customer Care

  Customer response

  01/19/2024

   
  Complaint: 21145794
  
  I am rejecting this response because:
  

  I read online that the cheque doesn't even arrive usually after they do this. So I'll believe it when I actually get my money back.

  This is a common course of actions for returns to them apparently. I'd never have placed an order if I knew all this before.

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

  Customer response

  01/25/2024

  I have not received any refund cheque.

  Business response

  01/26/2024

  Please note the below emailed sent to customer on 1-16-24, advising customer of the complete processing time for check.  

  Upon review of your inquiry, we apologize that due to a glitch in our system, your refund was not successfully refunded for your return on order ********. Because we are unable to refund the credit back to your original method of payment bank card ending #****, instead, we have submitted a $424.50/CAD check request be issued and sent to you. Please be advised that complete check processing can take up to 21 business days to receive.
  
  
  Again, we apologize for any inconvenience you experienced and appreciate your patience.

  Customer response

  01/26/2024

   
  Complaint: 21145794
  
  I am rejecting this response because:

  There is no good reason why credit card transaction can't be reversed. From reading forums I can see this has been the norm for everyone (no refund followed by cheque promise). In any case after I get my money back via cheque or any other method I'll be satisfied. For now I am skeptical of seeing any cheque after 21 days so rejecting.

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made two online purchases on July 17, 2023 in teh amounts of $60.32 and $333.07. I received the items and after trying them on, returned a number of them. I received a confirmation from Eddie Bauer that the returned items were received July 25, 2023. I have exchanged a significant number of emails with Eddie Bauer. I have contacted their customer service via phone a number of times (totalling several hours). They have confirmed that they owe me a refund in full for the $60.32 and a partial refund of $147.50 against the second purchase for a total of $207.82. However, they have REFUSED to credit me these funds. They specifically told me to go to my credit card issuer and file a complaint (absurd). I have done this, and will attach all the documentation I provided to **** of America (credit card issuer) for your review and backup; however, because I waited and waited and waited for Eddie Bauer to issue the refund my complaint with BofA is technically outside their dispute window, so they have not yet been able to act on my behalf here. So, I am hoping, perhaps the BBB can assist? It seems ridiculous to acknowledge that you owe someone a credit but refuse to issue it and ask them to get their bank to come after it. It's the equivalent of saying **** me"! Can you please help?

  Business response

  01/19/2024

  We are sorry to learn of Ms. ************** recent experience. We have reached out to Ms. ****** to address her feedback and to advise that due to a system glitch her refund did not successfully process. We advised that we will be refunding her via a check. We have extended an apology and sent her a service gesture for the delay. 

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

  Sincerely, 
  Eddie Bauer Customer Care

  Customer response

  01/19/2024

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

  Want to note the credit being issued is a physical check due to system glitch; messages received indicated it could be up to 3 weeks for processing.

  I am glad there is a resolution, but technically credit is pending/in process.
   
  Thank you

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid around $400 for two jackets (Order#: ******** & ********; 50% off on sale per advertising) as Christmas gifts for my family members on Dec 11 & 12, 2023 from Eddie Bauer. I received a confirmation of shipment from them after 3 days. However, I did not receive those two jackets until Dec 24, 2023. I called EB and got to know the two jackets have been sent back to EB due to failed shipment caused by EB system. I asked why EB did not contact me or send me any notice using my contact I left in their system regarding failed shipment. I got no reply. In addition, I requested EB to ship the two jackets back to me again on Dec 24. However, the answer was there is no way for them to ship jackets back to me again but making a new order for them. I was forced to cancel the order and get a refund by misleading information provided by EB on Dec 24 due to a failed shipment caused by EB. When they cancelled my original order in their system, they told me that two jackets paid by me were sold out already and they do not have any stock anymore. I asked how could they sell them without confirming with me as I paid them already? They do not care and did not give me any solution. I kept calling them so far starting on Dec 24, 2023, and no matter how many times I called them and repeat my request of getting the jacket back. I still did not get enough EBs attention on my case. I wish EB can respect customer and care about their rights.

  Business response

  03/20/2024

  We are sorry to hear of ********** order experience. Our records indicate we refunded the customer in full for both orders. Orders are placed 24/7 via our website and our customer service team. There are times when we run out of inventory to fulfill all orders.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer Customer Service

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for pajamas and was charged *****. I did not receive the pajamas instead I received an order form from another person and different address. Inside the package was shirt. On the order form it said a backpack was in the bag. So there are huge issues with ordering.On 11/29 I was charged ***** and *****. The ***** was for a shirt that I did not order. They then sent me a refund on 12/9 for ***** and ***** and said it was for the pajamas that I never received. I keep telling them that they have not refunded me yet for the shirt ***** they charged me and I never ordered. I would like the ***** refunded to me. ASAP I have contacted them several times and we are going around in circles. This is horrible business. First charged for something I never ordered, receiving a packing slip with someone else's information.

  Customer response

  01/04/2024

  The complaint has been resolved.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a gift card last Christmas with the value of $100.00. I had not used it or even taken it ******************* until this December 4th, 2023. I tried using it at ******************* in ***********, **. The clerk could not get it to work. He never said anything about the balance, only that he could not get it to work. He gave me the number for customer service. I called a couple days later, after waiting on hold for 50 minutes, and was told that they had changed operating systems so some cards are working. She said she would send it to the appropriate people and they would issue or email a new card. I emailed later to find out why I hadnt heard anything, this time I was told that the balance was zero and it had been used December of 2022. I disputed that as I was going through some medical issues and would not have been able to use it. They didnt tell me where it had been used. And, why now all of a sudden was the balance at zero? Why am I getting two different stories? They have now said that out of the goodness of their hearts they would give me a $20.00 gift card. Even that hasnt happened. I now want to whole amount of my gift card. $100.00.

  Business response

  01/17/2024

  We are sorry to learn of Ms. ********* recent experience.Our records indicate that we reissued a new $100 gift card to ******************** on 1/4/2024. We also issued a $25 gift card today, 1/17 as she was promised by our customer service team.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer response

  01/17/2024

   
  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

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Locked out of account.

  Business response

  03/20/2024

  We are sorry to hear of Ms. ******* online experience. Our records indicate our customer service team had Ms. ******* online account deleted so that she could create a new 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 Service

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was gifted a gift card and have used it before with no problems. I know there is a balance on it and have tried using it a few different times and the card is not accepted. I know there is a balance on there and I called customer service like I was told to do and I had 2 different people tell me 2 different amounts on my card. One told me I had $56 on it and one told me I had $25 on it. Even though they told me difference amounts, and I know there is some sort of balance on it, I tried going to the store again to use it and again, it does not get accepted. It shouldnt be this hard to get a simple balance of a credit card that someone bought with their own money. And now I cannot use the money on the gift card because I cannot get a resolution to the problem or for someone to actually tell me how much is on the card. I go to Eddie Bauer very often, to where the employees know me by name. I want this card issue resolved and then I plan on never going back to Eddie Bauer again. This has been a headache and nightmare dealing with this for a few months now. This was a birthday gift to me and I cannot even use it.

  Business response

  12/26/2023

  We are sorry to learn of ************ recent 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.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer response

  12/27/2023

   
  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

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online purchase that was $141.44 on September 14, 2023 using PayPal. The order was processed on September 20th 2023. It was 3 pairs of pants that didnt work out and were returned within the 1-year timeframe. I mailed them back and, according to the package tracking, they were received on December 5th 2023. When I emailed customer service on December 20th I received an email the following day that said: The credit to your account cannot be processed because of system errors. In order to obtain the refund, please contact your financial institution and submit a Credit Not Received dispute for the amount to be refunded. In response to this dispute, we will promptly accept it, allowing the funds to be returned to your account.This feels like a scam and I am not very confident that my refund will happen.

  Business response

  12/22/2023

  We are sorry to learn of Ms. ******** return experience. We have reached out to ****************** by phone and email to advise that our records indicate we processed a refund on 12/21/2023 to Ms. ******** PayPal account. She should have received an email from PayPal the same day.

  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 Care

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order (********) on 10/18/2023. I received an email on 10/25 saying the order shipped. The order never did ship. Tracking number they provided was invalid. I never did receive this order. I contacted their customer service and can not get thru to anyone. They do not answer their phones or respond to emails.I really feel like Eddie **** stole my money. Its been over 2 months and I never received what I paid for and I never received a refund. Now I am out what I ordered and I have to pay interest on their mistake.I will need them to make a full refund.

  Business response

  12/22/2023

  We are sorry to learn of **************** experiences.  We have reached out to ************ via phone and email to address his feedback and advised of our resolution to resolve and to extend a service gesture. 

  We are happy we had the opportunity to address our customer's feedback and apologize for any inconvenience he experienced. 

  Sincerely, 

  Eddie Bauer Customer Care

  Customer response

  12/27/2023

   
  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 as long as they follow through with the proposed solution. If not, I will have to file again.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had something very bizarre happen to me tonight. I am a nurse I am 69 years old I work full time. I discovered an email after my shift from Eddie Bauer. The email accused me of foul language and calls to Eddie Bauer. I find this flabbergasting because I was working in the ** all day and did not make a call to Eddie Bauer. I'm thinking somebody got into my Eddie Bauer account and attempted to use my account. I think this is very scary that someone breached into my account but more disturbing is the fact that they impersonated me and attempted to order something evidently. I can't really understand the email. I do shop with Eddie Bauer I've shopped with Eddie Bauer probably since I lived in ******* back in the '80s. I'm hoping you could help me resolve this issue. I am hoping my credit card did not get breached by this breach into my account. It looks like someone attempted to order something. Once upon a time ago I had a relative who worked for Eddie Bauer and I could have called her but she retired years ago. Please help me get to the bottom of this issue and please help me find out where they're my personal credit card information and personal information for that matter has been breached. I also am offended that anyone would connect me to something of this bizarre nature. Thank you

  Business response

  12/23/2023

  We are sorry to learn of Ms. ******* confusion. Our records indicate that *********************, ********************* and ***************** are one in the same. We wish to no longer do business with these people due to the abusive and vulgar language used towards our associates.As this decision is final, we will not be responding to her emails or calls going forward.
                                                         
  Sincerely,
  
  Eddie Bauer ****************

  Customer response

  12/31/2023

  I wish for you to open back up my complaint. My name is *************************** I am 77 years old I am not connected to any of the people that Eddie Bauer complains about here. What in the world is going on? Please explain. Thank you. If I have to contact an attorney to get to the bottom of this I will because I have $150 credit at stake here. Please explain and advise. Thank you

  Customer response

  12/31/2023

  My name is *************************** I have a complaint against Eddie Bauer. Your response was inappropriate to me. I did not hear from the business nor is there anything in your email to respond to. I did not hear from the business. I want you to open back up my complaint and next time please contact me properly or have the business contact me properly. This is ridiculous I have been a customer of ********************** for years and years and years. I am a senior citizen I don't understand what happened here all as I know is somebody got into my Eddie Bauer account and tried to scam something out of someone because their response to me was absolutely inappropriate when I called. I would appreciate your assistance thank you. You also did not put my complaint number in your email to me so I cannot address this with the complaint number. If I don't hear from you and I am going to refile my complaint

  Customer response

  01/04/2024

  I am replying to this email. I wish to have my complaint reopened. I am in the Coast guard I did not answer on time because I shipped out for training. I don't know what Eddie Bauer is referring to I have never had any trouble with Eddie Bauer and I have been a customer for ***************************************************************** maybe my credit I'm not sure what's happening but I have not had a conversation with Eddie Bauer and I have had no trouble with Eddie Bauer and I don't know how they could say that they are familiar with the name ****** because I just got married they would not even know my married name and they wouldn't know my maiden name either because this is ridiculous absolutely ridiculous I have a $150 credit with Eddie Bauer in the form of a gift card. If they are not going to honor my credit I suggest they refund my $150. If someone comes to my home and does not wish to do business with me anymore and they have a credit with me I am not ethically able to keep their credit and neither is Eddie bauer. I want my hundred $50 return to me in the form of a check immediately.

  Business response

  01/04/2024

  We are sorry to learn of Ms. ******* confusion. Our records indicate that *********************, ********************* and ***************** are one in the same. We wish to no longer do business with these people due to the abusive and vulgar language used towards our associates. As this decision is final, we will not be responding to her emails or calls going forward.
  

  Sincerely, 

  Eddie Bauer Customer Service

  Customer response

  01/05/2024

   
  Complaint: 21010911
  
  I am rejecting this response because: I am not connected to this person Eddie Bauer speaks about. I've been a good customer for over 30 years. This is bizarre. Nobody cursed at Eddie Bauer. I am a ********** I am thinking that my account got spammed? This is outrageous. Plus I returned a pair of boots and this company owes me almost $150. The boots got sent back because they did not fit. I would like my card credited please. This is absolute craziness. The attorney general has so many complaints against them in *******, I saw this. They're toll free number has apologized to me and they can't understand it either. They tell me somebody got into my account and spoofed me trying to get information and my credit? They told me to call corporate. There is no way to call corporates. Please help me straighten this out and get my money return to me. Thank you
  
  Sincerely,
  
  *********************

  Customer response

  01/12/2024

  I have been an Eddie Bauer customer for over 30 years. Half my house is decorated with Eddie Bauer merchandise also. I purchased a pair of boots. I sent them back. I received an E Credit. I went to use my E Credit to buy something else and my credits had zero when they were supposed to have the exact amount refunded me. I have complained and complained to complain to every phone number I can find. Then I received this outrageous letter in the mail. My name has not been ****** for years and years. I did not curse at Eddie Bauer I am a ********* I am 72 years old and I am also a deacon in the church. I was told that someone spoofed my account and that there was a data breach and someone has been in there pretending to be me attempting to use my money IE credits. I did get that far with the information but I am being blamed for something here that did not occur and my $150 has been taken from me illegally. I have contacted the ************************* in ******* and I should contact them in ******** if this is not resolved. S p a r c owns Eddie Bauer. I have not been able to contact. I want this issue resolved I am scratching my head as to what happened over Christmas time here. If for some reason this business does not want me and they really don't have a good reason I would like my $150 return to me. This was a house credit that I have and it says good as cash so I would like my cash return to me at this point I am very disappointed in this company and if there was a data breach and someone is pretending to be me I should not be responsible. I am sick and disgusted over this and want it resolved. Thank you

  Refund

  Business response

  01/17/2024

  If **************** would provide this order information that she is owed for, we would be happy to investigate further.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer response

  01/20/2024

   
  Complaint: 21010911
  
  I am rejecting this response because: I have provided this order information a dozen times. I ordered a pair of boots for $140. The boots did not show. I used my Eddie Bauer gift certificates. They were supposed to send me my gift certificates back through cash star. They sent my gift certificates through Cash store when I went to use my gift certificates my gift certificates had no money on them and not by me! I did not use my gift certificates and Eddie Bauer took the certificates back evidently. This all started with a gift credit with a gift card whatever you want to call those things that I had for years and years that I saved and finally used. I do not have it anymore. I do not have my order number anymore. The boots did not show up. Therefore I want my $140 in credit returned to me
  
  Sincerely,
  
  *********************

  Customer response

  01/23/2024

  Dear *******. I have been dealing with cash star and Blackhawk and Eddie Bauer. I had three gift cards. I used the gift cards to order my retired police officer ******* a rain jacket. The rain jacket did not come. I was charged. My gift cards have no money left and I did not receive the jacket. On top of all this Eddie Bauer states there was abusive language. I am a ********* I am a Mennonite and furthermore an eighth grade school teacher and I do not use abusive language. It is getting getting clear that someone has gotten into my account in order to obtain my information. Eddie Bauer has had breaches like this in the past I have read on the internet. If Eddie Bauer does not wish to do business with me anymore that does not excuse the fact I did not receive my jacket or credit back to my gift cards. I would like my three gift cards return to me in the form of a check and I will gladly accept this. It is myself and my ******* in my home no one uses abusive language I find this whole situation very perplexed and outrageous. I have sent you everything I have. these three gift cards are empty because I use them to buy a men's gray insulated rain jacket that did not arrive to my PO box **** Williamstown ********** *****. The entire post office has searched for the jacket right before Christmas because it was a gift. It is only fair I either received my jacket or my money returned. I have attached the letter from Blackhawk who owns Cash star who Eddie Bauer uses for their gift cards. I have attached my gift card balance and I have attached a photo of the same original gift cards with $94.28,11.07 and $22.12. clearly the money was used because you see my balance that Blackhawk sent me. You also see the better Business bureau complaint with Blackhawk were Blackhawk says to deal with Eddie Bauer and cash star. It's quite simple I did not receive the men's rain jacket. Either send me the men's rain jacket or refund this amount of money to me in the form of a check if Eddie Bauer believes I am part of some kind of bad language. Thank you I will be phoning the better Business bureau tomorrow to clarify this.

  Business response

  01/23/2024

  I spoke with ******* today. We are sending out a replacement jacket for the one that was canceled and we are issuing a refund check for $1.90 to cover the remaining balance of her gift card. We consider this matter to be completely closed and will not be replying to any additional BBB complaints, or contacts from this customer. 

*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. ↩