ComplaintsforEddie Bauer, LLC

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 18th 2023, we bought six pairs of pants from Eddie Bauer. Order Number ********. Four pairs of them were returned. Eddie Bauer supposed to refund $237.43 to our credit card account. Instead, they charged us $237.43. After lengthy communications over the phone and email, they are yet to return the amount. Finally, we gave up and never purchased any Eddie Bauer products again.

  Business response

  06/14/2024

  We are sorry to learn of **************** return experience.Our records indicate we refunded $237.43 to **** ending 2537 on 11/29/2023. If the customer did not receive these funds, they need to inquire with their financial institution.
  
  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

  06/14/2024

   
  Complaint: 21739592
  
  I am rejecting this response because: Although they refund for the returned four items out of the six items I bought, they did not refund their mistake of charging me the same amount. This is an error in their system. They acknowledged their mistake in my communications with them, but they fail to correct their own mistake. They can search the same amount in their system to see that they charged me the same amount without any purchase from me.
  
  Sincerely,
  
  ***************

  Business response

  07/11/2024

  We are sorry to learn of **************** return experience. Again, our records indicate, and we verified with our accounting team that we refunded $237.43 to **** ending 2537 on 11/29/2023. If the customer did not receive these funds, they need to inquire with their financial institution.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced.
                                                          
  Sincerely,
  Eddie Bauer ****************

  Customer response

  07/23/2024

  Hi *******,
  
  Before I contacted BBB, Eddie Bauer failed to deliver an electronic gift card of $******. 
  
  The message below from Eddie Bauer on 03/21/2024 acknowledged their mistake and has sent the gift card. But we never received the gift card message. (*********************** is my wife, who made the purchase.) I am sure the message is saved in their system. They could have sent us a physical gift card in regular mail.
  
  It appears that they have a different person managing this because they did not acknowledge their mistake in their subsequent messages. 
  
  Regards,
  
  Fang Miin Sheen
  
  
  
  From: ******************************************* on behalf of Eddie Bauer Customer Support
  Sent: Thursday, March 21, 2024 9:46 PM
  To: *******************
  Subject: Re: Eddie Bauer Contact Us Form: Returns
  
  Dear ***********************,
  
  We are happy to inform you that your gift card has been issued for USD $ ******. Please expect to receive your gift card in the next 48 hours at the email address we have on file. We ask that you check your spam and junk folders to ensure your gift card did not arrive there.
  
  We sincerely apologize for any inconvenience. We hope this information has been helpful. If you need further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.
  
  We hope this information has been helpful. If you need further assistance, please reply to this email or contact us via live chat online at eddiebauer.com.
  
  Thank you for your continued loyalty towards Eddie Bauer.
  
  Sincerely,
  
  Md **************
  Eddie Bauer Customer Service
  

  
  

  Business response

  07/23/2024

  Again, our records indicate, and we verified with our accounting team that we refunded $237.43 to **** ending 2537 on 11/29/2023. The same customer service representative advised the customer of this, on March 28th after the email was sent that the customer would receive a gift card. Again, if the customer did not receive these funds, they need to inquire with their financial institution which we continue to advise.
  
  We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience they experienced.
  
  Sincerely,
  Eddie Bauer ****************

  Customer response

  07/23/2024

   
  Complaint: 21739592
  
  I am rejecting this response because: *********** refunded the amount through credit card, after I returned the purchased items. The right amount was credited in my credit card account. A totally separate issue is that they made a mistake in charging me the same amount for no reason. Because it is the same amount as the refund, so it is confusing. In one of the emails, they acknowledged they made the mistake and said they will send me an electronic gift card of the same amount. I never received the gift card. If they did issue the gift card, their system should have a record of whether the card has been used. If not, they can send me a physical gift card. The problem is that they changed their mind and did not want to do anything. They suggested that I ask my credit card company to solve the issue.  
  
  Sincerely,
  
  Fang Miin Sheen

• 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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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,
  
  ***********************

*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. ↩