Eddie Bauer LLC

Complaint: ***I am rejecting this response because:
I have a new issue Eddie Bauer promised to send me a return label I keep e-mailing the, but they are completely ignoring me!
From: ***@yahoo.comTo: ***_***@***Subject: RE: Return Information Request (#***)Date: Sat, Jan 14:03:-
Helllo?
From: ***@yahoo.comTo: ***_***@***Subject: RE: Return Information Request (#***)Date: Tue, Dec 14:47:-
What is the status on the label?
Date: Sat, Dec 10:52:-0800From: ***_***@***To: ***@yahoo.comSubject: RE: Return Information Request (#***)Dear Mr***,Thank you for contacting Eddie BauerWe have processed a request for your return labelThe label will be emailed to your e-mail address from FedEx within hoursThe sender will be FedExAlso, please check your spam mailbox for the return label.If you have any further questions, please reply to this e-mail or call us directly at ***.Sincerely,Sidney DEddie Bauer Customer Service

Complaint: ***
I am rejecting this response because:It is NOT standard practice to continue a hold after a hard charge has been made They continued that hold ($584) in my checking account for a week after the hard charge was processed I have told them numerous times about this and they refuse to acknowledge this is a problem They said I could call my bank and they would remove the charge but the bank said they could not remove the hold because it is a merchant transaction I could only refute the hard charge after the hold was converted to a hard charge, but there is no way to refute a hold Because of what they did, I had three overdrafts.

Dear Revdex.com,
We do show that Mr** ***’s returns were processed other than the one item that was rejected. We have processed a refund for this item, Mr** *** should receive this shortly in the mail
Thank you for allowing us to address this issue
Sincerely,
Eddie Bauer Customer Service

Dear Revdex.com,
We are very sorry to hear that Mr*** experienced dissatisfaction with his pantsWe have received his return and processed his refundWe understand it is frustrating to pay return shippingWe gladly reimburse return shipping
anytime Eddie Bauer makes an error in processing a customer's order, and for defective, damaged, or incorrect merchandiseHowever, we do not reimburse return shipping for other reasons
We appreciate the opportunity to address Mr***’s concerns
Sincerely,
Eddie Bauer Customer Service

Complaint: ***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*** 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***,Thank you for contacting Eddie BauerMy name is Erica S*** 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,*** ***

We have contacted Mr*** by phone to address his concern. We thanked Mr*** for his feedback/concern regarding the issue with his merchandise. We offered to send Mr*** a replacement jacket verifying the adjustable hood was attached or we could honor his request for a
$refundMr*** requested the refund and we granted and processed a $refund to his original method of payment for the order/item in question
We are pleased that we had the opportunity to speak with Mr*** and address his concerns and apologize for any difficulty he had experienced
We appreciate Mr*** business and the opportunity to provide an acceptable solution to his concern.
Sincerely,
Eddie Bauer Customer Service

We have determined that Mr*** has already been credited for the return in question and no additional refunds will be processed It is evident that Mr*** is not receiving the level of care he desires from Eddie BauerIt is for these reasons we ask him to stop shopping with Eddie Bauer effective immediatelyThis includes our retail and outlet stores, our website, and through our catalog. Sincerely, Eddie Bauer Customer Service

We are sorry to learn of *** *** complaintBased on his order history, we believe he has engaged in fraudulent behavior and there is no basis for his complaint Sincerely, Eddie Bauer Customer Service

Complaint: ***
I am rejecting this response because: I am rejecting this response because: As the coupon was a part of a solicitation, exclusion must be advertised as wellExclusions were mentioned in the catalog but none meeting the criteria laid out in their responseDecisions of exclusion due to the recent of an items production could be a reasonable criterion for exclusion but it needs to be statedThe catalog exclusion criteria said to check the web site for further exclusion detailsI did and there were no addition criteriaA screen shot of their exclusion criteria for that offer is attached.

Dear Revdex.com, We are sorry to hear that Ms*** feels there is a discrepancy between our responses
We have indeed, issued a refund check to Ms***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*** 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***

We are sorry to learn of Mr*** dissatisfaction regarding our new promotion not applying to our Evertherm Down JacketThe Evertherm Down Jacket is a new item we added to our collection this year and therefore cannot be discounted at this time.We are pleased we had the opportunity to
address his concernsWe apologize for any inconvenience caused.We appreciate Mr*** business and hope he will allow us another opportunity to service him in the future.Sincerely, Eddie Bauer Customer Service

We have contacted Mr*** by phone to address his concern. We thanked Mr*** for his feedback/concern regarding the issue with his merchandise. We offered to send Mr*** a replacement jacket verifying the adjustable hood was attached or we could honor his request for a
$refundMr*** requested the refund and we granted and processed a $refund to his original method of payment for the order/item in question
We are pleased that we had the opportunity to speak with Mr*** and address his concerns and apologize for any difficulty he had experienced
We appreciate Mr*** business and the opportunity to provide an acceptable solution to his concern.
Sincerely,
Eddie Bauer Customer Service

Dear Revdex.com, We are sorry to learn that ***
***’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

We are sorry to learn of *** *** recent experience. We have attempted to contact *** *** to address his concerns. We have fully refunded *** *** per request and sent an email noting the refund amounts and datesWe extended our apology to *** *** for
any service failure and/or miscommunication and welcome *** *** to contact us should he choose to further discuss.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meOriginally I was having some issues with customer service but supervisor took over and took care of it and I very much appreciate their time and now I'm completely satisfied at this point

Hello,
We have reached out to the customer on December 6th and December 8th, and received no return call back from the customerWe have refunded the customer in full. Customer's item was shipped from Eddie Bauer on December 6thThank you

We are sorry to learn of Ms*** recent order experienceWe have been in contact with her to address her concerns directlyThe confusion was caused by an item on Ms*** order being on back orderWhen Ms*** placed her order, her payment was pre-authorized for all items in her order
including the item on back orderOnce we shipped the available item out a hard charge was processed on her card which should have caused the pre-authorization for all items to drop offMs*** expressed her satisfaction with our follow up and explanationWe are happy we had the opportunity to address her concerns.We appreciate Ms*** business and the opportunity to provide an acceptable solution

We are sorry to learn that *** *** has experienced difficulty in her attempt to obtain a replacement diaper bagThe diaper bag in question is a licensed product manufactured and distributed by Baby Boom, a member of the Betesh GroupLicensed products are not manufactured or distributed by
Eddie BauerThey are not available for sale on our website, in our catalog, or in our stores We have been in contact with *** *** to address her concerns regarding her request for a refundWe let her know we have contacted the manufacturer on her behalf and are requesting that they contact her directly to provide an acceptable resolution We confirmed with Baby Boom that they have contacted the customer directly to provide a resolution We are happy we had the opportunity to address her concerns and apologize for any difficulty she experienced

Tried to reach out to the customer several timesLeft messages with return contact infoA check in the amount of $has been issued to the customer for the promotion code that was not applied to his order due to an IT issue

We are sorry to learn of Ms***’s recent experience with Comenity Bank in regards to the late payment fee on her Eddie Bauer credit accountWe forwarded her information along to our contact at Comenity Bank and asked them to reach out to her directly for resolutionWe received a response from
Comenity Bank confirming that they were able to speak with Ms*** in regards to the fees being removed from her account as she was initially told We apologize for any difficulty she experienced and appreciate her business Sincerely, Eddie Bauer Customer Service