ComplaintsforEddie Bauer, LLC
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Complaint Details
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Initial Complaint
11/11/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I own a Boundary Pass Down Parka. I am not satisfied with the jacket's durability over the past three years of ownership with light to moderate normal wear. The jacket has lost down feathers which is not normal and renders the jacket no longer wearable. I no longer have the receipt. I contacted Eddie Bauer customer support about the life-long guarantee program and they said that while it no longer applied they would be willing to offer a one time exchange for a similar item. When I chatted back to process the one time exchange, the representative said that they would not do it. I am not happy at all that I was told I would receive an exchange. I would like Eddie Bauer to help remedy this issue.Business response
11/18/2021
We are sorry to learn of Mr. ********** recent experience. We've attempted to reach Mr. ******** on 11-15-21 by phone (via the phone # provided on this correspondence) to address his feedback and were advised we had an incorrect phone number. Due to not being able to reach Mr. ******** via phone, we have sent 2 emails on (11-15 and 11-16) requesting information, as of 11-18, we have not received a reply back. Once we hear back from Mr. ******** we will be better equipped to assist and/or address his inquiry.
Sincerely,
Eddie Bauer Customer CareCustomer response
11/19/2021
Email was responded to on Thursday, November 18th. Photos were provided as per the company's request. I await their response via email. Thank you.Business response
11/22/2021
Due to not having a valid phone number, we reached out to customer via 2 emails requesting additional information regarding his feedback. Mr. ******** has since replied providing the requested information. We have since been in contact with Mr. ******** via email only per Mr. Cannella's request advising of our resolution to resolve.
Sincerely,
Eddie Bauer Customer CareCustomer response
11/30/2021
The company provided an exchange free of charge. The complaint is now closed and I am satisfied. Thank you.Initial Complaint
11/05/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered some items from Eddie Bauer in early September 2021. They did not fit so I requested a return and received a return label/slip. Sent items back to Eddie Bauer on 9/13. I had not received a refund so I contacted EB customer support in early October. Agent promised a return in 10 days. This did not happen. I called again on October 28 and this agent promised a refund "by Tuesday", which would have been 11/2. This did not happen. I emailed customer support on 11/3/21 with no response yet and no refund. This is very concerning that this appears to be a pattern of practice for Eddie Bauer.Business response
11/12/2021
We are sorry to learn of Ms. ****** recent experience. We have contacted Ms. **** via email to address her feedback and advise of our resolution to resolve. We apologize for any inconvenience our customer experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer CareCustomer response
11/12/2021
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
10/28/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I placed an order on 10/22/21 and attempted to add a delivery address. I checked my order and saw that the order was being delivered to my address. And immediately contacted customer service, explained the situation, provided the address I attempted to add and asked them to either ship to the other address or cancel the order. On 10/26/21 a customer rep emailed and said I hadn't contacted them within 30 minutes and didnt qualify for a refund. I provided proof that I had contacted within 4 minutes. She emailed that item had been mailed and was reroute and they couldn't refund until it was delivered so I would have to "print a label and bring it to be mailed back" to receive a refund. All of which now cost ME money. I contacted them again, explaining I had contacted them with two options that were free, and would have satisfied me and cost me nothing and saved them mailing me anything. I then received an email stating i would receive a refund, and within minutes another stating I would NOT receive a refund so I emailed again requesting clarification. I was emailed again and told item was en route and I had to wait for delivery to apply for a refund after I mailed it back. I do not agree with this. They should mail me a return slip for a company that will come to my house to pick up the package. This is THEIR mistake, not mine. I met their requirements, I offered solutions in a timely manner that were reasonable and required a few clicks on a computer. They expect me to spend money to fix their mistake.Business response
10/29/2021
We are sorry to learn of Ms. *****’s recent order experience. We have processed her refund to her original method of payment. She should see this refund in 3-5 days or as soon as her financial institution posts it.
We are happy we had the opportunity to address our customers’ concerns. We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer ServiceCustomer response
10/29/2021
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
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a jacket from Eddie Bauer back in 2018 and was told that the jacket had a lifetime warranty. The zipper has since malfunctioned and I am looking for a replacement or refund. I am now being told that they will not honor my lifetime warranty and that I can't get a refund or replacement. This feel incredibly scummy and possibly illegal to me. I would like a replacement with a similar item.Business response
10/27/2021
We are sorry to learn of ****************** recent experience. Eddie Bauer does in fact still have a lifetime guarantee against defects in materials or workmanship. If the item was purchased more than a year prior, it may be exchanged or replaced with a similar item. In the rare event that a like replacement item cannot be found, a refund may be granted at management's discretion. Eddie Bauer's Product Guarantee does not cover normal wear and tear, and damage caused by misuse or accidents. Normal wear and tear has never been covered by the Eddie Bauer Product Guarantee.
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced and appreciate his patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer ****************Initial Complaint
10/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The company did not issue a receipt for the merchandise.I asked them to mail me a receipt since I am disabled and cannot use sophisticated technology l I asked them three times.They refuse to send me a receipt.I need to return the merchandise I want a printed receipt mailed and sent to me.,Business response
10/04/2021
Please note that there are 2 complaints the customer issued with the ******************** for this same issue, complaint ******** and 15983011.
We are sorry to learn of *************************** recent experience. We emailed her a copy of her order invoice on 9/15/2021 and informed her that we only send electronic copies of invoices. We also informed the customer at that time that when she returns the items to the store she can simply show the invoice to the store on an electronic device or if not possible, she could instead have the store contact **************** to answer any questions/detail order information to the store associate. All that is required to return merchandise at a retail store is the order number.
Due to all the difficulties **************************** has experienced, we are making an exception to our policy and have arranged for a physical printout copy of the invoice to be mailed out in the physical mail to her tomorrow morning, 10/5/2021.
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer ****************Customer response
10/05/2021
Complaint: 15982991
I am rejecting this responsebecause I have to wait to see if they will do what they said they would.
Sincerely,
*****************************Initial Complaint
09/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 9/23/21, I again spoke with a customer representative from ********************** to inquire about the $21.85 refund (from an Eddie Bauer coupon, when I purchased 5 sweaters), which I never received. The representative advised me the refund was already processed to my **** card (the original form of payment). While she was on the line, I doubled checked my **** statements for the relevant time period, and no such payment was issued. I then spoke with a supervisor (Joy) and Joy offered to check with accounting about the processing. Since I have been waiting for this refund for a long time and every time I called, a representative was checking and nothing happened afterwards, can you please help? Thank you so much!Business response
09/28/2021
We are happy we had the opportunity to address our customers concerns.We apologize for any inconvenience she experienced and appreciate her patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer Care
Initial Complaint
09/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an original order on September 3rd, with the expectation it would arrive before I left for travel for two weeks. When the FedEx tracking information said it would arrive by 10pm on Thursday 9/9, I was satisfied that I would have the order prior to leaving. Tracking info showed it sat in the same location in Ohio for four days before jumping around the Northeast and the delivery date didn't update until AFTER Thurs evening. On 9/10, I contacted Eddie Bauer asking to place a duplicate order, #********, with overnight shipping, to my hotel, and was assured I would "definitely have delivery by Mon or Tues, 9/13-14". The order showed as "in process" through the 14th, at which point I emailed EB and was "reassured" it would be shipped by the 17th, which is already three days late. On the 9/21 it STILL showed as not-yet-shipped, and I contacted Eddie Bauer again and they said they'd look into it and get back to me within 24 hours. Here we are the next day with no word from EB.Business response
09/24/2021
We are sorry to learn of Mr. ******* recent order experience. We reached out to Mr. ***** 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 ServiceCustomer response
10/06/2021
I received the correct color shorts today, and am satisfied with the final resolution of this matter.Initial Complaint
09/16/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
To Whom It May Concern: I am a proud Silver Level Eddie Bauer member. I returned two orders that were tracked, received, and processed by Eddie Bauer. After several emails and phone calls, spanning multiple months, to customer service, I still have not received a refund despite promises that the e-gift cards are on their way. I would like for these two merchandise credits to be physically sent to my address on file. order number: ******** order number: ******** I have also sent a certified copy of my refund request to the Eddie Bauer headquarters and as of yet have not received a response. Respectfully, *******Business response
09/23/2021
We are sorry to learn of Mr. *****'s recent experience. We have contacted Mr. ***** and pleased that we had the opportunity to address and resolve his feedback.
We apologize for any inconvenience experienced and appreciate his patience as we work through this unprecedented time.
Sincerely,
Eddie Bauer Customer CareCustomer response
09/24/2021
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
08/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought a product. They did not perform as expected. The quality was poor. Retuned item as per life time warranty. In MAY still have not received my $106 refund. They promised me a check some time ago. I wanted it refunded to my bank account. Haven't seen a check or a deposit. I have been waiting more than a reasonable amount of time now I want my money. Yesterday. *************************Business response
08/31/2021
We are sorry to learn of ******************** recent experience. Wehave contacted **************** to address her feedback andadvise of our resolution to resolve. We apologize for any inconvenienceour customer experienced and appreciate her patience as we work through thisunprecedented time.
Sincerely,
Eddie Bauer *************
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Customer Complaints Summary
256 total complaints in the last 3 years.
100 complaints closed in the last 12 months.