L.L. Bean, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.] First my issue was not with the old Hamilton watch it was with the newer LL Beans *** *** (I had two watches). Second even though I sent two copies of LL Beans watch repair instructions the LL Beans reps insisted the book did not exist so I attached it to this report. LL Beans REFUSED to accept this watch for repair and were nasty about it. I have thrown the watch away since LL Beans refused to follow their own procedure. Third I was turned down two times on the boots for the sale price. Fourth I never got the promised call from management and given a incorrect number from customer service ***. Fifth time after I tried to use coupons and credits and each time items were either discontinued or out of stock. I asked for extension of expiration dates and was denied twice. Even today as I write this LL Beans falsely advertises 100% satisfaction and built to last. Reading the response from LL Beans they didn't read my chats or listen to my phone inquires and made NO attempt to assist me. In the case of the watch there is no warranty period listed but after being four years old I offered to pay for repair but I was refused service. My complaint still stands until LL Beans corrects their advertising to be truthful.
Regards,
* ***

I replied to our customer’s concerns that her order did not arrive when expected We credited $for the expedited delivery fee, and our representative also gave an additional 10% discount of $on the Mini-Camp Flashlight. Due to the delay, we also processed 50% discount on
the PFD: $+$Colorado Sales Tax=$25.69. I shared details of Ms***’ experience and this service failure with managers here. *** *** L.LBean Corporate Offices Executive Customer Assistant

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***Mr*** called me and after his explanation, I fully understand the circumstances that my request for replacement was declined by customer serviceHis offer to send a replacement at the original price is accepted with thanksDespite my request that LL Bean incur additional expenses for expedited shipping, he took the initiative to ship the item overnight and I am in receipt of the replacement itemI thank Mr*** for his considerationI understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This matter was forwarded to the Corporate Offices for further review. Returns typically process promptly, and we apologize for the confusion and delay. As a business, we use our records and customer’s information to appropriately determine the transaction dates and amounts
paid for merchandise. We administer our guarantee fairly for customers and the business alike. If a gift recipient returns products that may be in question, we may require more details to further locate the original purchases by the buyerOf the products returned by Ms***, the majority were not listed in her purchase history. Since she did not provide previous addresses or buyer information to help us further, the return was held backWhen we cannot verify purchases, we may refuse to accept returns and reship the merchandise to the senderOn this occasion, I asked that a gift card be issued and sent for the value of the returnsWe have further reviewed this matter with managers and consider this matter resolved. *** *** Executive Customer Assistant L.L.Bean Corporate Offices

I’ve spoken again with Returns just now about the unusually long delay. I have also informed managers about this service failure. Representatives have the best resources to research further and typically explain that we process hundreds of packages sent in each day for
exchange or credit. We strive to remain up to date with the multiple truckloads that arrive and the various stages that are involved in processing. We apologize and appreciate Ms***'s constructive comments. I have asked that our bank advance $credit to her card as originally presented for her order. We will thus complete the processing of these returned garments as now due L.L.Bean I have also asked that a courtesy gift card be sent for Ms*** to use on another occasion. We appreciate her loyalty over the years and patience. We look forward to providing better service next time Sincerely, *** ***Executive Customer AssistantL.L.Bean Executive Offices ***, Ext***

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I did not get any assistance from the customer service at llbean until my complaint was filed with the RevDex.com. I was asked to cancel and re-order two times and to also pick up my order at the Mall of America shopping mall, which was not convenient. It was not so much that the item was out of stock, but how I was treated by llbean and that was the reason for filing the complaint. I will also add that my gender is a man and not a woman and that llbean should consider using gender neutral titles when addressing their responses as that can be insulting to the recipient. Thank you again for your assistance
Regards,
MR*** ***

We appreciate Mr***’s questions about recent transactions. I apologize for any misunderstanding about his order. We follow routine business practices for exchange orders, and issue credits and new charges by using the original method of payment
When we processed the return of the Graphite Wicked Good Slipper Moccasins on July 25, we immediately submitted a credit to his Visa for $69.00. At the same time, for the exchange we submitted an initial authorization of $to Mr***'s account for the Brown Wicked Good Venetian Slippers. As is our practice, we do not submit the charge to a bank until the replacement order leaves our warehouse. As Mr*** requested, his replacement order was cancelled and no charge was submitted to the bank. We understand his disappointment about bank fees. L.L.Bean, of course, cannot be responsible for bank policies or how his account is administered. Sincerely, *** *** Executive Customer Assistant*** ***

After review, my understanding is that on 7/L.L.Bean processed Mr*** credit to his bank in full.I recognize the multiple service issues he encountered throughout this process and extend our apologies for the time that it took to resolve this for himI have shared his experience
with managers here as we take these failures seriously and constantly work to improve our products and services for customers*** ***
Executive Customer Assistant*** *** ***

I called Ms***, apologized and addressed her concerns when her order was not delivered within our shipping quote. I confirmed that she had received the sleeping bagI told Ms*** that I shared details of her experience and this service failure with managers here.
*** *** L.LBean Corporate Offices Executive Customer Assistant

Revdex.com:
I really did not like that I still had to pay $and $again this time to return these ineffective backpacks, they just do not hold up, but they did call me and I do not want to to drag this out moreI do not think they have strong products and they really do not stand behind them wellI think that is why they have many complaints on the Revdex.com website and around other mediaPlus they have no Revdex.com rating, which is not good for them at allIt speaks volumesIf LL Bean really wanted to make it all right, they would refund me the $I paid and not make me pay anything at all, period. I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #***, but will not drag this out further I understand that by choosing to accept the business response that my complaint will be closed as resolvedThanks Revdex.com for helping me.
Regards, *** ***
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Our sleep ing bag was thermal rated for belowWe are leaving for Canada in daysYour customer setvice I spoke to months ago, in the tecirded call, promised to send a thermal bag with flannel pkaid liningInsyead you sent a cheap bag gor watm westher onlyPmease send correct bag or send us our origonal back, as this bag us completely useless.
Regards,
*** ***

*** ***, Insurance Services *** *** ***, discussed with
Mr*** his experience. She reviewed the problems he had and arranged that his exchange for new boots be
shipped overnight for delivery on Friday. They also discussed the dye
transfer to
socks that occurred with these ***, which are
not waterproof boots. Replacement pairs of socks will also be sent
with delivery expected on Friday.All appears to have been resolved
satisfactorily for Mr***.*** ***Executive Customer Assistant*** *** ***

Tell us why here...This matter was forwarded to the Corporate Offices for further review. Hundreds of returns occur within a given week, and we process customer’s requests for exchanges or refunds as rapidly as possible. Mr***’s jacket arrived for processing on Friday July
29th, with the financial credits submitted by our bank on August 1. Since his original payment used ***, we credited that account with the full amount - $104.63, which included sales taxOur guarantee is well known, and we are disappointed that the Allagash Safari Blazer did not fit as expected and had to be returned. We apologize that confusion with our Return service also occurred.Representatives usually provide excellent service and respond carefully to questions. They often explain that customers have over the years been responsible for the cost to return items. We offer two labels: one may be used when the appropriate fee is paid to the local post office or carrier. The other service, for a $fee, has a bar code and instructions to conveniently leave at a UPS Drop Box. It explains that $will be deducted from the return merchandise value when processedWe do not, of course, expect customers to pay a return fee if they have received the wrong product or we have caused a service failure. We have in this case as a courtesy issued and mailed a $refund checkWe appreciate Mr***’s business and look forward to serving him better when he next chooses to shop with us. *** *** L.L.Bean Executive Customer Assistant *** *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I was unaware that there was an additional bill for some odd dollarsMy complaint is in reference to the bill for $attached please find a photograph of said billThis is the bill that is the subject matter of my complaintI have not yet seen the bill the L.LBean representative referenced in their replyI would be satisfied if all erroneous bills were stricken from my accountRegards,
*** ***

After careful review I see that Ms*** was charged on 7/13/and on 7/as each of her items became available and shippedWhen customers place an order its our business practice to authorize the order total with the customers bankThis gives L.L.Bean permission to charge
the bank for this amount once the order shipsIf the items ship separately, there will be separate charges/authorizationsAlthough the initial authorization does drop off, the time frame can be confirmed by the customer contacting their bank.I also want to apologize for her experience when she calledWe never want our customers to feel as though we are unwilling to assist them.Sincerely,*** *** Executive Customer Assistant***
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. It's good to see they do keep records; previously they had claimed not to know anything about my purchases, or even my addressBut I would have more confidence if they switched to an accounting system which tracks customer balances in real time on the internet like they do at ***.
Regards,
*** ***