Eddie Bauer LLC

We are sorry to learn of Mr [redacted] recent order experienceWe have been in contact with Mr [redacted] to address his concerns regarding the pre-authorized charges on his accountWe offered to contact Mr***’s bank on his behalf to request the charges be released if he provided their contact information, he has not complied Placing a pre-authorized hold on funds for goods is an industry standard for online merchants to ensure funds are available when the goods are shippedOnce the goods are shipped and the final charge is processed, the financial institution usually releases the funds for the pre-authorized chargeIf this does not happen, the merchant can fax a request to the customer’s financial institution to have the hold released We are happy we have had the opportunity to address his concerns directly and apologize for any inconvenience caused

Dear Revdex.com, We are sorry to hear that Ms [redacted] feels we are not upholding our unconditional lifetime guarantee on her defective tentWe have contacted the customer to apologize for the frustration she is feeling in regards to the warranty of her tent and in the hopes of recapturing her high esteem.Our records indicate that Ms [redacted] had contacted us originally in October regarding her defective tentWe explained to the customer that the tent was a licensed product manufactured by an expired licensee of oursThe tent in question had a limited lifetime warranty but we still wanted to offer a service gestureWe offered the customer a $merchandise credit to use on a future purchase with Eddie BauerOn, October 21, Ms [redacted] accepted the $merchandise credit as a service gesture for the licensed product.We appreciate her business and apologize for any inconvenience this experience may have caused her.Sincerely, Eddie Bauer Customer Service

Dear Revdex.com, We are sorry to learn that [redacted] ’s previous requests for mail removal and for her rewards account to be canceled were not properly forwarded and finalized through the appropriate channelsAccording to our records, the customer has been added to our suppression lists to prevent future mailingsWe are working diligently to close the rewards account for good so no future activity will occur.We apologize for any frustration this matter may have causedWe appreciate the opportunity to address her concernsSincerely, Eddie Bauer Customer Service

? Complaint: [redacted] ? I am rejecting this response because:No proof of delivery has been provided.Please refund my money.?

We are sorry to learn of Mr [redacted] recent retail experience We have attempted to contact him by phone and are awaiting his reply to address his concerns We are happy we had the opportunity to address his concerns and hope to provide a satisfactory resolution for Mr [redacted] We appreciate Mr [redacted] ’s business and the opportunity to provide an acceptable solution Sincerely, Eddie Bauer Customer Service

Dear Revdex.com, We are sorry to hear that Ms [redacted] feels there is a discrepancy between our responses We have indeed, issued a refund check to Ms [redacted] The check was mailed to her on 12/8/for $as an exception for her licensed Eddie Bauer tentThe original service gesture sent to Ms [redacted] in October is for a $merchandise credit that is for a future purchase with Eddie BauerThis merchandise credit cannot be cashed; it can only be used in an Eddie Bauer store, through our catalog, or online on our website We apologize for any confusion caused and hope that she will continue to be a loyal Eddie Bauer customer Sincerely, Erica S***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We are sorry to learn of Mr [redacted] ’s experienceWe have been in contact with Mr [redacted] to address his concerns regarding our quarterly reward certificatesWe apologized that our system did not recognize that his certificate had previously been redeemed We are happy we had the opportunity to address his concerns directly and apologize for any inconvenience causedSincerely, Eddie Bauer Customer Service

We have contacted Mr [redacted] by phone to address his concerns We thanked Mr [redacted] for his feedback/concerns regarding our recent promotion Mr [redacted] was advised that there was no deception intended in our promotional ad and apologized if that was perceived We advised that we have forwarded Mr [redacted] feedback/concerns to our Marketing and IT Department for further review and to evaluate as needed for future promotional ad changes and/or requirements We offered to honor the promotional discount to Mr [redacted] and/or an appeasement as he had already placed an order with the appropriate discount applied and was satisfied with the resolution We were pleased that we had the opportunity to speak with Mr [redacted] and address his concerns and apologized for any difficulty he had experienced We appreciate Mr [redacted] business and the opportunity to provide an acceptable solution to his concerns Sincerely, Eddie Bauer customer Service

We are sorry to learn of Mr [redacted] ’s experienceWe have been in contact with Mr [redacted] to address his concerns regarding our quarterly reward certificatesWe apologized that our system did not recognize that his certificate had previously been redeemed.? ? We are happy we had the opportunity to address his concerns directly and apologize for any inconvenience caused.? Sincerely, ? Eddie Bauer Customer Service

Complaint: [redacted] I am rejecting this response because: Haven't received the credit unfortunately Sincerely, [redacted]

Worst customer service ever. Eddie Bauer's customer service is the worst ever. I ordered a rain parka on a Monday and paid the extra $15.00 for expedited shipping. I needed the item before Saturday. I cEddie Bauer's customer service is the worst ever. I ordered a rain parka on a Monday and paid the extra $15.00 for expedited shipping. I needed the item before Saturday. I called Tuesday, Wednesday, Thursday and Friday - and I talked to three supervisors. I was assured by them that the item would come the next day and that the $15.00 shipping fee would be waived. Rain parka never came. On Friday they said that there were no notes that I had ever called and that the item would come next week (leaving on the Saturday for vacation). I told them to cancel the order - and THEN Saturday morning before I left I got an email from them saying the order had shipped. I talked to the bank and explained this was not an approved purchase so the bank will take action. Unbelievable...alled Tuesday, Wednesday, Thursday and Friday - and I talked to three supervisors. I was assured by them that the item would come the next day and that the $15.00 shipping fee would be waived. Rain parka never came. On Friday they said that there were no notes that I had ever called and that the item would come next week (leaving on the Saturday for vacation). I told them to cancel the order - and THEN Saturday morning before I left I got an email from them saying the order had shipped. I talked to the bank and explained this was not an approved purchase so the bank will take action. Unbelievable...

We are sorry to learn of Mr [redacted] ’s recent experienceWe have attempted to contact with Mr [redacted] to address his concerns and provide an explanation of what happened to the order that he placedThe merchandise credit used on his order is still available for useThe funds on the merchandise credit were never used so they remained on the certificate balance when the order was canceled We apologize for any difficulty he experienced and appreciate his business Sincerely, Eddie Bauer Customer Service

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution to refund me $is satisfactory to meEddie B [redacted] needs to have a review process to stop these emails with codes or offers from being sent out "By Mistake"It simple test the code before the email get sentThese offers can be used to create orders like what happened to meWhen EB Customer Service states that they are not going to do anything about it it looks shady.Sincerely, [redacted] ***

We are sorry to learn of Ms [redacted] ’s recent experience We have contacted Ms [redacted] by phone to address her concernsWe have assisted Ms [redacted] with her issues while placing orders with us and have ensured she receives the jacket she has attempted to orderMs [redacted] expressed her satisfaction with the resolution We are happy we had the opportunity to speak with her and address her concernsWe have apologized for any difficulty she experienced We appreciate Ms [redacted] ’s business and the opportunity to provide an acceptable solution Sincerely, Eddie Bauer Customer Service

Thank you so muchI emailed and attempted to xontact back and thank for refundI also contacted on hereThank you againRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: There is a discrepancy between the response Eddie Bauer, LLC has sent to me (which I've copied and pasted below) and the response they have sent to Revdex.com? I responded to the email from Erica S [redacted] stating that I will accept the additional refund of $? I want to be ensured that they are going to stand behind their word that they will be issuing the mentioned refund of an additional $so that I may purchase a new tent? The $refund check they sent in October was accepted by myself, but has not been cashed, and I do not plan to do so until I receive the other $refund check? If the intent is only the original $refund (which is how it sounds in the response the Revdex.com has received from Eddie Bauer, LLC), I do not consider the issue resolved I've copied and pasted the email that I received from Eddie Bauer, LLC on December Dear Ms [redacted] ,Thank you for contacting Eddie BauerMy name is Erica S [redacted] and I work for Eddie Bauer's Office of the PresidentYour concerns have been forwarded to me and I will be assisting you with this matter.According to your communications, I understand that you feel we are not upholding our Guarantee on your licensed person tent that was purchased from Target.I am showing that my colleague Patricia, sent you a $merchandise credit for the tent as a goodwill gesture for a product that was not manufactured by Eddie Bauer in OctoberWe are unable to replace items that were manufactured by our licensee, American Recreation Products as we did not manufacture the same items and we no longer have a contract with them.We do not have a current person tent that we manufacture that we could replace your tent withThe reason we cannot send you a refund or a credit to another retailer is we have no record of how much this tent originally sold for.Our website does feature our Guarantee as all items on our website are ours and not licensed productsAny Eddie Bauer product purchased from another retailer, is a licensed productIf it was not purchased directly from an Eddie Bauer store or online on our website, it is not ours and the same warranty will not applyThe outside of the bag that holds your current licensed tent says in the bottom left-hand corner: "Limited Lifetime Warranty" as not all companies can offer the same premier warranty that we do on our products.In the interest of customer service and to uphold our Creed and Guarantee, I would like to make an exception and offer you a refund check for $You may use this refund check to purchase a new tent from another retailer or use as you wish.If this is acceptable, we will have the refund check issued and we will consider the warranty of your tent fulfilled.Please reply to this email and let me know if you acceptI look forward to your reply.Sincerely,Erica S*Office of the [email protected] Sincerely, [redacted]

We have been in contact with [redacted] to address her concerns directlyIn the interest of customer service, a refund was processed to her original method of payment for the pants and second Microtherm jacket that she orderedWe contacted a store near [redacted] to verify the availability of the Women’s Microtherm Stormdown Jacket in the size and color she had ordered onlineThe jacket will be mailed out to the customer tomorrowWe apologized for any inconvenience caused and [redacted] expressed her satisfaction with our solution ? We are happy we had the opportunity to provide an acceptable resolution and appreciate [redacted] business

Again, we are sorry to learn of [redacted] complaintBased on previous contact with this , we have chosen to no longer do business with himThe order the customer is requesting a refund for was delivered by the carrier just as other orders showedPrevious orders were refunded to the customer for the same circumstance, no further refunds or transactions will be processed.