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.
104 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:12/12/2024
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.
I placed an order online with Eddie Bauer on 11/27/24, order number ********. For a week I heard nothing about my order. I contacted the company via live chat I was told it hadnt shipped and to check back in a few days. I checked with them again and was told they moved warehouses and had no idea when it would ship when I said I need a timeframe since this is a gift the agent then told me he looked into it and it was about to ship. I asked to have a supervisor contact me, they refused to call me and sent an email telling me that again they have no idea or time frame of when it would ship. I wrote back saying if there is no time frame of when this is shipping I will need to cancel or I will refute the charge on my card. I did not hear back so I tried to go onto live chat again. They would not answer my chat but when my husband went on his phone they answered his chat he told them to cancel the order and they said they can not. They were refusing to cancel my order but yet have NO idea or time frame of when it will ship. This is unacceptable. I wrote on my live chat that I will be contacting better business bureau and then all of a sudden they decided to answer my chat. The agent told me my order shipped on 12/4 which was a complete lie because at the exact same time another agent told my husband it had not shipped. They have no tracking at all! because this is a scam! It never shipped! I have looked online and found countless customers with the same story as mine. This company needs to be out of business they are liars and scammers, they take money and refuse to cancel the order. The agent on live chat ended the chat when I questioned him. Yesterday I saw a credit on my account but it is completely gone today. I am worried that at some point they will charge my card or ship the order. I want the order completely cancelled and my card deleted from their system. I have placed a new order with another company. Thank you so much.
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
Customer Answer
Date: 12/12/2024

Complaint: 22677020

I am rejecting this response because:
No one at the company has provided any time frame of shipping out the order. Not only have they not given any type of shipping date but multiple people have told me totally different things. They have lied regarding my order on multiple occasions. One person told me the order shipped on 12/4 but had no tracking, another person told me it was supposed to ship on 12/6 but never did and yet another person said they had no idea when the order would ship. None of this information about shipping delays was conveyed to me before placing my order. All the company tells me is to keep waiting, and that is not acceptable, especially when this is needed before Christmas. I have gone ahead and ordered with a trustworthy company and I want this order cancelled. If this order ends up shipping, Eddie Bauer can take responsibility and reroute the order back to them.
Sincerely,

****** ********
Initial Complaint
Date:12/11/2024
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 ordered two coats on December 1st. The website says up to 7 days shipping. Our coats were not shipped after 7 business days, so I emailed customer service with the order number. No response. Today I called customer service. One ****** hung up while I was reading the order number (?), one ****** said nothing until I hung up, and the third ****** who answered told me that it shipped but has no tracking number. I told him this means it has not shipped. Then he told me it actually takes 11 days to ship, which is not what it states on the website or we would not have ordered. The website has misleading information, customer service is purposefully misleading because they have no real information, and furthermore, a status of shipped is incorrect if it is not actual traceable through ****. Unacceptable to lie to customers through incorrect information on website and on shipping status. While we await actual shipping status with tracking, we want to encourage this company to correct their information online and increase customer service abilities to escalate cases that were not shipped as told to the customer.
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: 12/13/2024

Complaint: 22675308

I am rejecting this response because: customer service told me eleven days and now you are telling me there is no estimated shipping date at all; customer service indicated that my information was wrong (the very information I got from the website regarding seven day shipping) and that the coats are NOT delayed; and you have a repeated pattern of this lying behavior bases on complaints we can see; you have not updated your website to reflect any accurate information; no one asked about canceling my order, you were asked to have accurate information on your website and through customer service yet now I just have a third set of mismatched statements (mismatched from website and my order status that literally states shipped but has not; mismatched from customer service). I will report your business practices to the *** for bad business practices and fraud upon submitting this complaint.

Sincerely,

E ********
Initial Complaint
Date:12/10/2024
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.
I ordered a coat from Eddie Bauer kids on 30 November 2024 and noticed it did not ship out. I have been speaking to them about this issue and they have NO IDEA when it will be filled at all. So I called today and requested to cancel the order. They refused. They said I HAVE to give them since I KNOW its the busy season. I informed them I am supposed to have this between 5 -7 business days and they NEVER disclosed that the "you have to give us more time because its busy" clause. And on top of that theu cant even tell me when it will be filled. I just want my money back and it is impossible to get past the call center. They WILL NOT give an address to a corporate office...they said for safety reasons.
Business Response
Date: 12/10/2024
We are sorry to learn of Ms. ******* recent order issue. Due to overwhelming demand over the Black Friday and Cyber Monday weekend, order processing took longer than anticipated for some orders. Ms.******* order has shipped and is expected to be delivered on 12/11.
.

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: 12/10/2024

Complaint: 22650199

I am rejecting this response because: it got worse! I tried to cancel the order..now they are sending me a bill! Unbelievable! 1st one is where I paid, then they werent sending the coat so I asked to cancel the order. So now I guess they are sending it (STILL NOT HERE AND I DONT WANT IT. I PAID DOUBLE FOR ANOTHER COAT) and they are now sending me a bill for it? So I should pay twice for a coat I never received?

Sincerely,

******* ******
Business Response
Date: 12/20/2024
Our records indicate the order was shipped, the customer saw a hold for funds until the order shipped, and a hard charge was processed. The hold on funds should have been released once the order shipped. In the interest of customer service, we went ahead and processed a refund for the 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:12/10/2024
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.
I placed an order with Eddie Bauer online on December 1st. 2024. As of 12/10/24 the order has not shipped. I did a live chat with a customer service agent. I was informed that because they recently moved warehouses, my order has been delayed with no update of a ship date. I requested to cancel the order. The agent told me that I can't cancel my order with no explaination of why.The order contains Christmas gifts for my husband. So not onlhy do I have the order but I also don't have the cash to buy another present(s)
Business Response
Date: 12/10/2024
We are sorry to learn of Mrs ********* recent order issue. We recently relocated our warehouse and are experiencing some shipping delays. To fulfill our requirements, we are not able to cancel these orders. We have asked the warehouse to process these orders as quickly as possible. We understand that there is a hold on funds for $167.99 until the order ships when the actual hard charge will process. For the inconvenience, we have applied a 50% discount to the order as well as removed the $9.99 shipping fee. This should reflect on Mrs. ********* end within 3-5 days. The hold should now only be $84.38. Again, we have stressed the importance of getting this order out to the customer so she should have within a few days.

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:12/09/2024
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.
Hello, I placed my order on December 1, 2024. I contacted support on Monday, December 9, 2024. I have not recieved any confirmation on shipping and was told by support staff that they have no idea when/if my order will arrive due to "shipping issues". I was told the order could not be reversed, yet a pending charge was put on my credit card. The associate I spoke to on a support chat refused to provide their name and that of their superior. Also refused to provide information related to head office support. Also refused to provide a copy of the chat for my records. The website mentions no issues related to stock, shipping delays etc. They have intentionally stolen my money and I am advising that I am exploring my legal options. This is quite possibly the worst customer service I have ever recieved from any company over my lifetime. They have essentially stolen my money during the holiday season without providing what they charged me for nor any updates or resolution. I just want help and an update and their is no way to get it.
Business Response
Date: 12/10/2024
We seriously apologize for the inconvenience caused in the delay of Mr. ******* order. We have reached out to Mr. ***** by email to address his feedback. We advised that due to recently relocating our warehouse, this has caused delays with fulfilling 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. We apologize for any inconvenience he has experienced and appreciate his business.
Eddie Bauer Customer Care.
Initial Complaint
Date:12/07/2024
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.
I bought a jacket from this store. They sent me a pair of slippers instead. They will not provide me a refund for my jacket which I did not receive unless I return the slippers. There is currently a Canada Post outage which is the shipping supplier they use so I cant return the item. They will not use other shipping carriers and are using my refund as hostage.
Business Response
Date: 12/09/2024
We are sorry to learn of Mr. *********** order issue. We would be more than happy to look into this further if he could provide the email address he placed the order under, the order number and his mailing address. The information provided in his complaint does not provide an order.

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

Sincerely,
Eddie Bauer ****************
Customer Answer
Date: 12/09/2024

Complaint: 22654212

I am rejecting this response because:
My email address is ***************************.

you have lied to me and my family for over a period of 3 hours in support calls. Where is the voucher I was guaranteed for my troubles, as well as my refund? You are thiefs.

Sincerely,

**** *****
Business Response
Date: 12/18/2024
We appreciate ***************** Dolma) providing the email address associated with order ********. Our records indicate that our customer service team refunded Mr. ***** in full for the order on 12/7 without requiring the incorrect merchandise he received being returned to us.
We are happy we had the opportunity to address our customers concerns. We apologize for any inconvenience he experienced.

Sincerely,

Eddie Bauer Customer Service
Initial Complaint
Date:12/06/2024
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.
Placed order on 11/26 for items advertised in a Black Friday sale. Items are to be Christmas presents. Checked order for third time today (12/6) and order still shows as in process. I have reached out via online chat, twice, to inquire about shipping. Have been told they cannot tell me when (or if?) products will ship due to an "issue with their warehouses." I see ORDER BY 12/14 FOR ARRIVAL BY CHRISTMAS prominently displayed on their website.False advertising and I question if they even have the products I ordered! From what I see online, Eddie Bauer has an extensive list of disgruntled customers due to similar issues. I question if their business practices are bordering on illegal.Since I am not able to cancel my order, I can do nothing but "wait and see" if my order arrives on time, or ever....
Business Response
Date: 12/10/2024
We seriously apologize for the inconvenience caused in the delay of Ms. ******** order. Due to recently relocating our warehouse, this has caused delays with fulfilling orders, and we are unable to cancel the order. Please note that we have stressed the importance of getting orders out ASAP!
Also, please be advised that after an order is placed and before an order ships, our customers 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 customersconcerns. We apologize for any inconvenience she has experienced and appreciate her business.
Eddie Bauer Customer Care.
Customer Answer
Date: 12/12/2024

Complaint: 22652593

I am rejecting this response because:
While I appreciate an issue with warehouse relocation, I fail to see the logic in offering items for a Black Friday sale that apparently are not available. It has been almost three weeks since I placed my order. I would anticipate my items to be processed in that amount of time. A charge was also placed on my credit card almost two weeks after placing my order but Eddie Bauer still shows the order as in process. These items are a Christmas gift and I have no recourse but to wait and see. I have no confidence I will receive my items in time or if I will receive them at all.

Sincerely,

****** ******
Business Response
Date: 12/20/2024
We seriously apologize for the inconvenience caused in the delay of Ms. ******** order. Again, 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 she has experienced and appreciate her business.
Sincerely,
Eddie Bauer Customer Care.
Customer Answer
Date: 12/20/2024

Complaint: 22652593

I am rejecting this response because:
This is a canned response and is the same one they give each time I enquire about my order. The last time I spoke with someone, they assured me I would have my order by Christmas. I received notice today my order has shipped. Unfortunately it is not my complete order. I will be receiving 3 of the 6 times I ordered.
Bad form Eddie Bauer!!

Sincerely,

****** ******
Business Response
Date: 01/09/2025
We seriously apologize for the inconvenience caused in the delay of Ms. ******** order. Again, as we have recently moved to our new ******************** we have encountered unforeseen issues that have caused delays in processing orders. We are continuously working any outstanding issues.
We are happy we had the opportunity to address our customers concerns. Again, we apologize for any inconvenience she has experienced and appreciate her business.
Sincerely,
Eddie Bauer Customer Care.
Initial Complaint
Date:12/06/2024
Type:Customer Service 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 purchased 2 items from their online store which I want to return due to size issue. Currently there is ongoing strike for *********** and they provided me return label of *********** for which they are charging $10. I contacted their support request some other mean to return the items they said they have increased the return window until the strike ends. However, I am not willing to wait till that time as there is no *** on when the strike will end. I am going out of country for approx. 2 months and no one is here to make a return during that time what if the return window ends during my travel and also I money is stuck with them. I suggested them instead of charging $10 just give me full refund and I can make a return through ***, store drop off or any other mean. But never got any response. I am not will wait till canada post is sorted out it is the business responsibility to find other mean they are shipping the product through different company so they should allow the return as well.
Business Response
Date: 12/09/2024
We are sorry to learn of ******* **** recent return issue. Due to the current Canada Post strike, we are asking that customers not make returns online, at this time. We are working with our partners to monitor the strike and offer contingency plans as they become available. Once we know more information about both the impact to shipped orders and returns, we will email Canadian customers with that information. The customer always has the option to return the items to our stores if there is one nearby.

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: 12/10/2024

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:12/05/2024
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.
I placed an online order on Nov 29 with the order #********. And my order is not making any progress even up to now. I contacted the chat support a couple of times and they said that it appears that my order went on pre order the time the order was placed. No indication on the website that says preorder or whatsoever! Who would want preorder btw?! At first the chat support says, estimated ship date was Dec 5, the day came by and it has not yet ship, i contacted the chat support again and promised that it will be ship on the 6th, there is no way to even cancel the order. I want it cancel because this is getting nowhere and the wait is absolutely ridiculous on when will it ship. Please I want my refund!
Business Response
Date: 12/06/2024
Dear *** *******,thank you for reaching out to Eddie Bauer regarding your order number ********. We made an attempt to contact you today, December 6, 2024, at 9:25 AM/EST concerning your order.After reviewing the status of your order, it appears that you have expressed your preference to wait for the full processing of your order. Additionally, we have received a BBB inquiry requesting the cancellation of the order, and we are currently working to address this with our warehouse. Could you kindly confirm whether you would like to proceed with the complete order processing or if you prefer to have the order canceled as per your BBB request? We await your prompt response.Sincerely, Eddie Bauer *************
Initial Complaint
Date:12/05/2024
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.
I have done business with this company in the past, providing my email address to them to faciliate communication regarding status or orders,m inquiring about merchandise. Several months ago, I began receiving an incredibly large number of emails from them. As they only inccreased in number over time, approximately two weeks ago I contacted them via 'customer service' (not so accurateP requesting that the emails cease (if indeed they were actually coming from the cmpany and not SPAM). The company representatives state the emails ARE from them but won't stop sending them until sometime in the future (one date I was given was December 23!). They refuse to move any faster, probably hoping I will develop a tolerance from them. I have ask MANY TIMES, even forwarding back to them all the emails (it has increased to at least three a day!). Having my email address does NOT give them the right to do whatever they want! I CAREFULLY UNCHECK boxes on all websites which are by default checked giving them permission to harrass me with tons of emails!This USED To be a good business with great customer sevice. Rather NOT buy everything fromAmazon but won't do business with a company that doesn't respect a customer in this simple way!
Business Response
Date: 12/09/2024
We are sorry to learn that Mr. ***** no longer wishes to receive our promotional emails. We are happy to remove him from all marketing lists. We have provided his email address to our marketing team and requested they remove his email from all lists to ensure he does not receive anymore promotional emails.

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

Sincerely,
Eddie Bauer Customer Service
Customer Answer
Date: 12/09/2024

Complaint: 22636109

I am rejecting this response because:
I does not acknowledge the incredible amount of time we have wasted trying to convince a previously reuputable business to stop inundating their customer with unwanted communication. First, these should not be sent without customer consent. Second, they should be of reasonable quanitty (like once a month, not multiple times a day). Even if a customer DID ask for the emails, and then requests they be stopped, it should be done promptly! (like 1-2 days, not months!).. Asking a customer to click 'unsubscribe' is not adequate--the customer does not know if these emails are legitimate (and since they weren't requested, there is high likelyhood they are SPAM) clicking on a link will result an such an onslalught of SPAM that the email address will often become useless for regular business.

Sincerely,

*** *****

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Eddie Bauer, LLC is NOT a BBB Accredited Business.