Eddie Bauer LLC

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. Originally 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

We are sorry to learn of Mr. [redacted]’s experience. We have been in contact with Mr. [redacted] to address his concerns regarding our quarterly reward certificates. We 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

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]

Complaint: [redacted]
 
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 well. Exclusions were mentioned in the catalog but none meeting the criteria laid out in their response. Decisions of exclusion due to the recent of an items production could be a reasonable criterion for exclusion but it needs to be stated. The catalog exclusion criteria said to check the web site for further exclusion details. I did and there were no addition criteria. A screen shot of their exclusion criteria for that offer is attached.

We are sorry to learn of Mr. [redacted] recent order experience. We have been in contact with Mr. [redacted] to address his concerns regarding the pre-authorized charges on his account. We offered to contact Mr. [redacted]’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 shipped. Once the goods are shipped and the final charge is processed, the financial institution usually releases the funds for the pre-authorized charge. If 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.

We are sorry for any inconvenience our processes may have caused Ms. [redacted].
We value Ms. [redacted] as a customer and have reached out to her by email and phone to further discuss  her inquiry.
We appreciated Ms. [redacted]'s business and apologize for any inconvenience this experience may have...

caused her as we hope she will allow us the opportunity to reach a resolution that is acceptable to all.
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 12/8/15 for $130.00 as an exception for her licensed Eddie Bauer tent. The original service gesture sent to Ms. [redacted] in October is for a $50 merchandise credit that is for a future purchase with Eddie Bauer. This 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[redacted]

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

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]

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 $35 is satisfactory to me. Eddie 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 sent. These offers can be used to create orders like what happened to me. When 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 Mr. [redacted] dissatisfaction regarding our new promotion not applying to our Evertherm Down Jacket. The 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 concerns. We apologize for any inconvenience caused.We appreciate Mr. [redacted] business and hope he will allow us another opportunity to service him in the future.Sincerely, Eddie Bauer Customer Service