Business Profile

Retail Sportswear

Eddie Bauer, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Transaction date: 1/25/25. Tried to return items in store and said it was an online only return. Then I try to return items online and it said I missed my return window (60 days), yet I didnt receive a full *************************** hand, if you include processing and shipping time, which was 7-10 days. If this was taken into account, I would have had made it in time. It is not an equal and fair policy for customers that place order online.
Business Response
Date: 04/07/2025
We are sorry to learn of Ms. ***** recent experience. We have been in contact with Ms. *** to address her feedback and to have reached a resolution suitable to all.
Again, we apologize for any inconvenience our customer has experienced, and her feedback is essential as we work towards continual enhancement of the customer experience.

Sincerely,

Eddie Bauer Customer Care
Initial Complaint
Date:04/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Order#******** placed on 04/01/2025. I called today to cancel order and this lady said the system gi es them about 30 minutes after that they cant cancel because order is already sent to the warehouse! Well I did not get the memo to can el w/i 30 min, then she says the order will go out on April 08, 2025. Today is April 3rd I want this order cancelled and my $$$ refunded, it does not make any sense For an order to be shipped out 8 days later and Im told the order cant be cancelled! Bullshit! Cancel this **** order and I will never in my life order from this store again! 8 days to send out an order tells me you don't have it in stock. the order is being sent out in 5 days just so I can return it and NO I have not received a tracking yet- so cancel the order and refund me!!!!!!
Business Response
Date: 04/04/2025
We are sorry to learn of Ms. ***** recent experience.
Ms. **** has been advised that her order is in process, and we are unable to process a cancellation at this time. Once it arrives, she may choose to return the order by mail or to any Eddie Bauer store location for a refund. Our complete return policy can be found on our website.
For U.S. Standard Shipping please allow 7-10 Business days. Please note business days are MondayFriday, excluding weekends and major US holidays. Ms. **** should receive your order within 7 to 10 business days after the ship date.Once the order ships, she will receive another email with the tracking number. Ms. **** may track it at the ****** ****, or *** websites.
Also,please be advised that after an order is placed and before an order ships, she 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, her 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 Ms. **** has experienced and appreciate her business.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 04/04/2025

Complaint: 23158068

I am rejecting this response because: Ni where on the website foes it state the timeframe I have to cancel this order! If the order was processed I should have a tracking number. but I don't because the agent said the order would not ship until Aptil 8th. 8 **** day! This order should have been cancelled! Its no wonder this company went bankrupt and has been sued many time- whatever, waste more trees mailing packages just to have the item returned-

Sincerely,

******** ****
Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
We bought the thermal flask with the logo Eddie Bauer and ******* from the Eddie Bauer shop at ************** in *******. After using for over one year and there is awful smell when put in hot water. We connect the manufacturer ******* as ******* said their product is lifetime warranty. But ******* after investigation said that this thermal flask is not made by them and is not their product. This thermal flask is counterfeit. That means Eddie Bauer sell the counterfeit product not made by ******* but using the ******* logo. Please see the photo with **** Bauer and ******* logo. We have showed the thermal flask to the staffs at Eddie Bauer , **************, **************. They confirm the hot water in the flask have awful smell. they said this thermal flask is over one year and no warranty. We doubt if this flask is good and made by ******* should be good quanlity and why it has awful smell? The staffs just saying it is over one year warranty and can't replace it but they don't admit the flask is counterfeit. If this flask is made by ******* should not have this awful smell. Here we want to know what action we should take? We just want to have the thermal flask replace.
Business Response
Date: 03/19/2025
We are sorry to learn of Ms. *** recent experience. We would first like to say this is not a counterfeit issue, but more likely a licensed product that we are selling. We have made recent changes to our guarantee. At Eddie Bauer, we take great pride in designing high-quality products that are built to last. If you happen to encounter any issues with your Eddie Bauer product due to defects in materials or workmanship, we are happy to offer you a replacement or a credit back to your original form of payment within 60 days of purchase with proof of purchase.
If you find yourself in a situation where your product is deemed defective, but you do not have proof of purchase or it falls outside of the 60-day return window, we still want to help. You can exchange or replace the item with a similar product at any Eddie Bauer store within one year from the purchase date. We leave the final decision up to the store to ensure that you receive the best possible assistance as they can physically examine the item. We are unable to replace this item.

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: 03/19/2025

Complaint: 23044221

I am rejecting this response because: We have ask the ******* to verify that flask and they said it is not their product made by ******* and it is counterfeit. As we had bought this product in 2023 and the Eddie Bauer store at *******************; ******* admit there is awful smell inside the flask. We trust the brand name Eddie Bauer and *******. Their reputation is well known. It is the defect of the flask not made by ******* otherwise ******* no matter what will replace it as ******* said life time warranty. As Eddie Bauer said that flask is not counterfeit then does ******* tell lies. Eddie Bauer should not take responsibly of their defect product with logo of ******* not really made by *******? Does ******* tell the lies ?

Sincerely,

Summer Ho
Initial Complaint
Date:03/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 or around 2018 I purchased a Weatheredge jacket from a physical Eddie Bauer store in the ************ area. The jacket cost approximately $200 at the time and came with a "Lifetime warranty". I remember being hesitant to purchase the jacket because of the cost but the salesperson pressed the lifetime warranty and so I made the purchase because it felt like a safe investment. I am very petite and this is one of the few jackets that fits me well and so I have taken great care of it and don't wear it often. The zipper on the jacket was always temperamental but I didn't run back to an Eddie Bauer store to have it looked at because I figured having the lifetime warranty meant the zipper would be covered if there was ever a major issue. Fast forward to a few weeks ago when I wore the jacket the zipper got stuck at the bottom and won't come off. I called Eddie Bauer's customer service and was informed that ********************** no longer has a lifetime warranty on clothing and that they couldn't help me. I pressed that the jacket was purchased during a time when they DID have a warranty and as such they should honor it but was told to try my luck at talking to a manager at a physical store. I took my jacket to a local Eddie Bauer store and was told the same thing, if anything the whole situation was even ridiculed because why would Eddie Bauer's customer service send me to a physical store where they wouldn't be able to do anything to override their current no lifetime warranty policy. While I understand why Eddie Bauer may have chosen to do away with their lifetime warranty, as a customer who bought an item BECAUSE of the warranty I feel like they should still honor it. I have asked customer service to look up the purchase of this jacket on my account but was told they cannot go that far back to verify that it was during a time when they did have the warrant nor would it make a difference. Eddie Bauer should stand by items sold that fell during their warranty period.
Business Response
Date: 03/06/2025
We regret to hear about Ms. ******** jacket. Please note that Eddie Bauer no longer provides a lifetime guarantee. If an Eddie Bauer product exhibits a defect in materials or workmanship, it may be returned with proof of purchase within 60 days for a replacement or a credit to the original form of payment.
Ms. ******* has been informed that if her product is determined to be defective but lacks proof of purchase or was acquired outside of the 60-day return window, an exchange or replacement with a similar item can be made at any Eddie Bauer store within one year from the date of purchase. Unfortunately, as Ms. ********* item was purchased 7 years ago, we are unable to offer a refund, replacement, or exchange.
As a goodwill gesture, we sent Ms. ******* an Eddie Bauer gift card service gesture to her email address on February 19, 2025, in the hope that it reflects our genuine concern and regret for any inconvenience caused.
We appreciate the opportunity to address our customers concerns and sincerely apologize for any difficulties she has encountered. Thank you for your understanding and for choosing Eddie Bauer.
Sincerely,
Eddie Bauer Customer Care
Customer Answer
Date: 03/06/2025

Complaint: 23024470

I am rejecting this response because: 7 years ago Eddie Bauer sold merchandise offering a lifetime warranty - that means the item was warranted for manufacturer's defect for the life of the garment. By purchasing the item at the time Eddie Bauer and myself as the customer entered into an agreement that were there to be a manufacturer's issue with the item I purchased Eddie Bauer would be responsible for correcting the issue - that contract does not disappear just because Eddie Bauer chooses to no longer offer that warranty - it was in effect when I bought the item and should be honored. The gift card Eddie Bauer sent my account was for $35 a fraction of the cost of the item in question so it does not satisfactorily address my issue.

Sincerely,

********* *******
Initial Complaint
Date:03/05/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
2/18/25; Customer placed order with earned Rewards and did not get email with **************** **;Team member reassured item would arrive 2/27/25; item not received Customer contact **; Team member mentioned item may be pre-ordered or back ordered Received email! Customer should contact ** to confirm request for refund or receive item. Customer directed team member to Not Cancel order, or likely would not get earned Rewards ($20 value)3/1/25 Customer received email from EB ; order canceled Customer contacted EB; item is available. Team member reassured Rewards refund may take 3 business days and could be applied to future order. Team member wanted Customer to order item again at Sale price, yet unable to resubmit order that was cancelled by ******* member forwarded call to Supervisor for support; **************** Supervisor also encouraged Customer to repurchase item and utilize Rewards on future order. Supervisor was expediting concerns to EB to review Dissatisfied Customer has had 2 other transactions of Rewards and orders submitted were not processed (past 3 months) without Customer contacting EB Customer has lost Rewards earned as Guide Member, orders canceled, delayed delivery and inconsistency with Team members trying to assist Customer. Assistance to resolve issue with EB is necessary and greatly appreciated!
Business Response
Date: 03/07/2025
We are sorry to learn of Ms. ******** recent order experience. When an order is cancelled, if rewards are used, the rewards are returned to the account to use during the next redemption period.Our records indicate 2000 points were added back to her account on March 1st which will be redeemable during the next redemption period. Our customer service team advised Ms. ******* of this.

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: 03/07/2025

Complaint: 23008194
I am rejecting this response because:Eddie Bauer cancelled the order. The customer should not have to wait until next quarter to use Rewards($20) previously earned. This same scenario happened with another purchase in the past 3 months.
EB limits offers for their errors to accommodate the customer and improve quality service.

Sincerely,

**** *******
Initial Complaint
Date:02/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Eddie Bauer issued me a refund for $70 I did not receive the refund They are giving me a royal runaround about contacting Master Card . Master Card is giving me a runaround.I want Eddie Bauer to tell Master Card to give me the $70 for the return
Business Response
Date: 03/06/2025
We are sorry to learn of Ms. *********** recent return experience. We directly assisted Ms. ********** with her concerns. She had multiple returns processed on the same day for multiple orders.

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: 03/06/2025

Complaint: 23004099

I am rejecting this response because:
I have to double check the refund amounts for accuracy
Sincerely,

**** **********
Initial Complaint
Date:02/28/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Order placed tracking received checked tracking as product never received. Was returned to sender said by customer. This package never even made it to ********* Alaska it was turned around in **************************************** kids reached out to me in messenger and said that the delivery address was a PO Box which it clearly is not
Business Response
Date: 03/06/2025
We are sorry to learn of Ms. ****** recent EB kids order experience. We are not able to answer why the package is being sent back to the sender. However, the replacement order is on its way with tracking number, 1ZGH6235YW01055028.

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: 03/11/2025

Complaint: 23000110

I am rejecting this response because:
Eddie Bauer reshipped the jacket but it never made it to the addresss again it gets as far as Federal Way Wa and says its delivered but never arrives in ********* Alaska the destination. I really believe this to be a scam
Sincerely,

***** *****
Customer Answer
Date: 03/26/2025
I did receive the refund for the jacket.
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
**Date of Transaction:** November 30, 2024 **Amount Paid:** $166.53 **Business Commitment:** Eddie Bauer committed to delivering my order (Order #********), which was successfully shipped and received in December 2024. **Nature of Dispute:** On February 21, 2025, Eddie Bauer placed **two separate authorization holds** of **$166.53 each** on my account. While one hold was settled, the second hold failed to be reversed, resulting in an **unauthorized hold** on my funds. Despite multiple attempts to resolve the issue, Eddie Bauer has **not returned the additional $166.53**. Their customer support team initially claimed the hold would be released once the order was shipped, but the order was already delivered in December. They later advised me to dispute the charge with my financial institution instead of rectifying the issue on their end. **Resolution Attempts:** I have engaged with Eddie Bauers customer support multiple times via email. Their responses have been inconsistent, often copy-pasted, and **have not addressed the issue directly**. They have acknowledged the incorrect charge but **refuse to refund my money directly**, instead suggesting that I either dispute it with my bank or request a check refund, which could take **up to 30 business days**. **Advertising Involvement:** Not applicable. **Desired Resolution:** I seek **an immediate refund** of $166.53, as this was an unauthorized hold on my account. *********************** delay in processing this refund is **unacceptable**, and I request BBBs assistance in facilitating a prompt resolution.
Business Response
Date: 03/06/2025
We are sorry to learn of Dhvijen Shahs recent order experience. Our records indicate only one hard charge processed for $166.53 on 2/21/25. The order was placed on 11/30/24 and shipped on 12/12/24, however we did not receive the payment until 2/21/25. We had placed an immediate hold on funds of $166.53 (temporary authorization, which is industry standard) on 11/30/24. The temporary hold timed out by the time the order shipped on 12/12/24 so we reattempted it on 12/6/24 and the hold was denied. Due to a systematic error, we did not reattempt the charge until 2/21/25 for $166.53 at which time, it was finally approved, and a hard charge came through. There was no duplicate charge for this order.

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

Sincerely,

Eddie Bauer ****************
Initial Complaint
Date:02/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 a coat from Eddie Bauer on 12/9/24. The coat was on sale for $129.50. I used a $100 gift card and paid the remaining balance of $29.50 on my debit card. I received the coat but about 2 weeks later I had a new charge from Eddie Bauer in the amount of $259.00. I called and they explained that for some reason the $29.50 charge did not go through and due to a glitch in their system, they mistakenly charged me $259.00 instead. My first phone call to them was on 12/31/24. The representative I spoke to informed me she would not be able to issue a refund as she did not have the authorization and that I would hear back from them with a solution in 3-5 business days. 3-5 business days passed and I did not hear back. I called again and was told the same thing. I then received an email from Eddie Bauer customer service stating that they could not refund my card and that I would need to file a dispute with my bank. I was not happy with this solution as it involved more work on my part but I filed the dispute. My bank denied the claim as Eddie Bauer would not confirm their mistake. I called Eddie Bauer again on 2/4, again I was told I would hear back in 3-5 business days. I never received a follow up call or email after this time passed. I called again last night and was once again told they would call me back in 2-3 business days. According to customer service, the financial department needs to handle this but they have been completely unresponsive. This company essentially stole money from my account and has refused to refund me. I have spent way too much time dealing with this and I want it resolved immediately.
Business Response
Date: 02/14/2025
We are sorry to learn of Ms. ******** order issue. Our records indicate there was a duplicate charge, we have requested a refund check for $229.50. Please know this check will be issued by our finance team and will take up to 28 days to process but we have requested the check be expedited to her.

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: 02/20/2025
Eddie Bauer has reached out to me and has agreed to issue a check for my refund. Also, the disputed amount you have listed is incorrect, they charged me $359 when they should have only charged me $129.50 so the disputed amount is $229.50.
Initial Complaint
Date:02/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 December 27, 2024, I contacted Eddie Bauer to inquire about a size exchange for a pair of Eddie Bauer pajama pants I had received as a holiday gift. Eddie Bauer offered me the option of sending the pants to them with a prepaid label and receiving a gift card equivalent to the full value of the pants. They allowed me to do this even though I explained that I did not have the order number for the pants, since I received them as a gift. I shipped the pants and they were received in early January.A few weeks passed and I called multiple times to inquire about the status of the gift card delivery. Eventually, a supervisor told me the return was still being processed. To make up for the trouble, they emailed me an additional $30 gift card. A week later, I received an email from Eddie Bauer stating that because I did not have the order number, I would only receive a gift card equivalent to 50% of the pants' value. (The full value was $51.99.) Since this was different from what I had been offered when I shipped the pants to Eddie Bauer (a gift card equivalent to 100% of the gift card value) I called to complain. The supervisor I spoke with offered a resolution of the 50% gift card ($25.99) AND an additional $25 gift card to make up the difference. I accepted the offer. The $25 gift card was delivered to my email. But as of today, the $25.99 gift card is still *************, when I called Eddie Bauer to complain again, I was told that the $25 gift card I received was the gift card equivalent to 50% of the pants value, and that I would not receive another gift card. Once again, Eddie Bauer had reneged on the terms of an offer I agreed to. So I am filing this complaint with the expectation that Eddie Bauer promptly deliver the $25.99 gift card that I am still owed. As it stands now, they have not refunded me enough store credit to replace the pants that I sent back to them, and the amount of backsliding that's happened here is just ridiculous.
Business Response
Date: 02/13/2025
We are sorry to learn of Mr. ******* return issue. Our records indicate that an electronic gift card was emailed to Mr. ****** on 2/13 for $26.99, as well as one for $30 on 2/4 and one for $25 on 2/6.

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

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

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Eddie Bauer, LLC is NOT a BBB Accredited Business.