ComplaintsforEddie Bauer, LLC

• 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

  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

  05/01/2024

  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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

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