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Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

This profile includes complaints for Eddie Bauer, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 251 total complaints in the last 3 years.
    • 100 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an online order, order has not shipped in stated amount of time to ship from seller and I have not received communication on the order. Seller has both the item and my payment with no intention to allow for cancellation or shipping time update.

      Business Response

      Date: 12/19/2024

      We seriously apologize for the inconvenience caused in the delay of Mr. ************ order. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      Also,please be advised that after an order is placed and before an order ships, you may see a pre-authorization hold on your bank card to ensure the funds are available. However, this is not a charge. A billed charge will not be submitted until the order ships. If for any reason, the order is not processed, your financial institution will remove the pre-authorization normally within 5-7 business days, but the time frame can vary by the financial institutions. 

      We are happy we had the opportunity to address our customers concerns. Again, we apologize for any inconvenience he has experienced and appreciate his business.

      Sincerely,

      Eddie Bauer Customer Care.

    • Initial Complaint

      Date:12/16/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 12/10/24 for 2 items. On 12/16, I followed up via chat with *********** (on the chat function on the ************************** website). After confirming my identity, shipping address, and order number, I was informed that "Our system is experiencing some delays due to the high volume of orders placed during our recent sales and promotions. Please be assured that our shipping team is working diligently to ship your order so that you will receive it soon." and "We are pleased to inform you that the estimated ship date for your order is 12/17/24, using the same delivery method you used on your order. Once it ships, you should receive an email with updated tracking information." Because the order had not yet shipped, I asked if I could change my shipping address so it could be received where I will be spending the holidays. I was informed that "The order is being processed, we are unable to cancel or edit the order at this time. Once it arrives, you may choose to return the order by mail or to any Eddie Bauer store location for a refund."Because of the delay in shipping, I will not be home to receive my order or give these items as Christmas gifts. Furthermore, it is likely that my apartment building will return the package because I will not be home to claim it within ************************************************************************************* so that I can receive it on 12/19/2024 at no additional charge.

      Business Response

      Date: 12/18/2024

      We are sorry to learn of ***** ********* recent order issue. We sincerely apologize for the inconvenience they are experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

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

      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/18/2024

       
      Complaint: 22693197

      I am rejecting this response because:
      I was informed by customer service that I my order will not be delivered by the holidays or by the time that I leave to travel. Because my apartment will only hold packages for 48 hours, it is most likely that my apartment will automatically ship the package back at my expense.


      Sincerely,

      ***** ********

      Business Response

      Date: 01/14/2025

      Our records indicate ***** ******** received the order and we are currently awaiting the return of one of two items received. Our customer service team waived the return shipping fee of $7.

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

      Sincerely,
      Eddie Bauer ****************

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 12/1. On 12/11 my order had no shipped. I called and was told there was a problem with the warehouse. Today I called again as the website still says "in process" for my order. I was told something about I placed my order with standard shipping. Yes I did because I believed 23 days was enough time to receive my order. They just say it'll ship but cannot tell me when and when I said I wanted to speak to a manager they disconnected me after keeping me on hold for approximately 30 minutes.

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ********* recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes currently. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      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 Answer

      Date: 12/23/2024

       
      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

      Date:12/15/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order, bought 12/1, is still In Process despite it being 2 weeks later. The confirmation email said due to high demand processing could take up to 7 days. I contacted customer service through the website and got no response, so a few days ago I chatted with a customer service agent who could only say they are having warehouse issues because they moved and would not offer to help at all. He did not say anything was back ordered. My order continues to be In Process.Order Date: 12/1/2024 Amount: $171.03

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ****** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.
      In the interest of customer service,we have applied a 50% discount to your order as well as removed your shipping charge.

      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

      Date:12/14/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/2/24 I placed an order during a Cyber Monday sale for 6 items. Promptly, the website showed that two of the items were shipped and I received them in a timely manner. The remaining 4 items showed 'in process'. After a week I chatted to see what the issue was and was told that they would be shipping out in 3 days, that the website would reflect that the shipping label had been created. None of that happened, so I called after the 3 days and was told that it had shipped and I would be receiving it any day. I did not recieve it and chatted again today and was told that there are major issues with the new warehouse and that they don't know if and when it will ship, if at all!!

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. *********** recent order issue. Our records indicate all items have shipped and as of today, 12/18 have been delivered to Ms. *********** We sincerely apologize for the delay.

      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

      Date:12/13/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered ****** worth of product for my husband on 11/29. As of 12/14 I have still not received my items nor a refund. I have contacted the chat bot as well as gone into a store as well as reached oit to the "contact us" email address. They have refused to give me my money back stating the order is processing and they are unable to give me a refund. They refuse to call me back or address any part of the situation. I have asked numerous times to get my money back and all they offer is a ***** credit.

      Business Response

      Date: 12/13/2024

      We are sorry to learn of Ms. ******** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      We are happy we had the opportunity to address our customers concerns.  

      Sincerely,
      Eddie Bauer Customer Service

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cant get any information about a gift card I ordered on the 4th (8 days ago) I can see that Eddie Bauer took out $100 from my bank account. I followed their link to their website (and can still see the offer for this gift card on the website etc) but was told by customer service that it must have been a fake site, because she has no record of it. I have spoken to two customer service representatives, and my confirmation number isnt coming back as anything. I never received a confirmation number It seems whoever bought this company either is t aware of how to run a company, or else they are purposely taking money and not delivering services or goods? Is the company is some sort of upheaval or something? A lot of people are experiencing similar issues (you can find this sort of complaint on multiple sites). What is going on?

      Business Response

      Date: 12/18/2024

      We are sorry to learn of Ms. ****** recent order issue. We reached out to Ms. ***** 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 Answer

      Date: 12/18/2024

       
      Complaint: 22680619

      I am rejecting this response because:

      I received my $100 gift card, but not the $20 gift certificate that was meant to also be sent along with it. 

      I am glad to have received the gift card, but disappointed that the $20 they claimed I would receive hasnt arrived yet.

      This isnt the most important part, but I do think a company should do what it says it will do in a promotional deal. 

      I hope this is just a fluke and that other customers dont experience the same!! I like Eddie Bauer, and I would like to continue to shop there but Im a little put off by what has happened. If others experience this same issue, it could really cause damage to the brand. 


      Sincerely,

      ******* *****

      Business Response

      Date: 01/14/2025

      Our records indicate we reached out directly to ******* ***** on 12/13/24 and advised that the $100 gift card that was purchased was being mailed per their request and that the $20 bonus card was emailed to them. We received a response from ******* on 12/16/24 stating they saw the email and hope to receive the physical card in the mail.

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

      Sincerely,
      Eddie Bauer ****************

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on Nov. ******* for 2 items. The items are men's shearling slippers and a women's parka. They had still not shipped on Dec. 4 so I placed another exact order in hopes one might get shipped. I have repeatedly called and emailed Eddie Bauer customer service and received numerous excuses. Their primary excuse is the relocation of their warehouse. During the holiday season? ***! These items were to be Christmas gifts for my family in ******. I just want these items SHIPPED! Hard to understand that no person at Eddie Bauer can provide a shipping date after 15 days.

      Business Response

      Date: 12/12/2024

      We are sorry to learn of Ms. ****** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      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

      Date:12/12/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for 4 clothing items on Nov 26, 2024. It has been 17 days, and my order still has not shipped. I contacted Eddie Bauer twice, Dec 4 by email and Dec 10 by phone. Both times, customer service gave me the generic reply, saying to check order status and order will ship soon. I am still waiting for order to ship. Please expedite order shipping. This is a poor way to treat your customers as 17 days wait time to ship an order is not acceptable. Thank you.

      Business Response

      Date: 12/12/2024

      We are sorry to learn of E Callahans recent order issue. We sincerely apologize for the inconvenience they are experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas. 

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders. 

      We deeply regret this situation and appreciate their continued patience as we work to ship their order.

      We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience they experienced.
                                                              
      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/12/2024

       
      Complaint: 22678689

      I am rejecting this response because: The response was to E ********, who is not related to me. I asked for order to be shipped, not cancelled, so their response doesn't even apply to my complaint. Eddie Bauer, please read the complaint before replying. 

      Sincerely,

      ***** *******

      Business Response

      Date: 12/18/2024

      We are sorry to learn of ********** recent order issue. We sincerely apologize for the inconvenience she is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations or changes at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel or change individual orders.

      We deeply regret this situation and appreciate her continued patience as we work to ship her order.

      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 Answer

      Date: 12/18/2024

       
      Complaint: 22678689

      I am rejecting this response because: it's now 23 days since I placed the order for 4 products. Please provide tracking number. It's unacceptable to charge me for a delinquent order. 

      Sincerely,

      ***** *******

      Business Response

      Date: 01/16/2025

      Our records indicate Ms. ******* received all 4 items she ordered. We received 3 of the 4 items back as returns.

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

      Sincerely,
      Eddie Bauer ****************

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered jacket on Nov 29th. Still have not shipped jacket. I asked to cancel order after they still had not shipped last Monday. They told me it had processed and they couldn't cancel. It's 4 days later and they still have not shipped. So why couldn't I cancel. Terrible service!!!

      Business Response

      Date: 12/13/2024

      We are sorry to learn of Smiths recent order issue. We sincerely apologize for the inconvenience he is experiencing. As we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. Our logistics team cannot provide specific shipping dates, but they have informed us that all delayed orders should be received by Christmas.

      We are unable to process cancellations at this time. Our distribution center team is focusing on shipping a large volume of orders daily, and they cannot stop to locate and cancel individual orders.

      We deeply regret this situation and appreciate his continued patience as we work to ship his order.

      We are happy we had the opportunity to address our customers concerns.  

      Sincerely,
      Eddie Bauer Customer Service

      Customer Answer

      Date: 12/13/2024

       
      Complaint: 22677071

      I am rejecting this response because:
      You are a large retail company. Why would you take the payment if you knew there was gonna be problems with shipments. Most companies charge when items ship. Try this to avoid these problems!
      Sincerely,

      ***** *****

    Eddie Bauer, LLC is NOT a BBB Accredited Business.

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