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.
This fella simnply said, "You can return it." Tone death for the situation
Regards,
*** ***

3/13/Ms*** placed a web site order for the 3’x5’ Everyspace *** *** (item # ***) at $With sales tax, the order total was $She provided $coupons and her L.L.Bean *** as payment for the balance of $This *** ships directly from the vendor. 3/16/
When the *** *** shipped, our attempt to charge the *** was unsuccessfulSeveral attempts were made to reach Ms*** without success3/31/We canceled the order, resulting in bank refund of the coupon dollars*** generated new replacement coupons(Once coupons are initially used they have no value cannot be reused.) We therefore sent a bill for $as payment for the *** ***All correspondence Ms*** received was referring to the original purchaseThere was no second or duplicate orderOur research shows that an old out of date credit card was used on the 3/13/purchaseThe on-line profile is maintained by the customerL.L.Bean does not have insight to any changes or the status of the card on fileL.L.Bean has no access to update a customer profile with new payment infor***ionMs*** has been a valued customer for many years, and we hope she’s enjoying the ***As a good faith gesture, I have canceled the bill, and notification about this ***ter will not be sent for collectionA monthly invoice was generated on 6/2/I left a message the next day apologizing for the confusion the occurredI informed her I had canceled the bill and asked her to please disregard the billI welcome the opportunity to speak with Ms*** to apologize for the frustration that occurred during our attempts to resolve payment of the *** *** ***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.
Regards,
*** ***

This response from the business is not trueCalls were put into LL Bean’s Product Specialists after receiving the item detailing the issues with the laundering cycle.After following the laundering instructions from the LL Bean Product Specialists and then phoning back the Product Specialists to report the continued laundering issues, the next Product Specialists in cue would then state the item was to be laundered another way which was then followed and then the Product Specialists was phoned back again and a different Product Specialists in cue would take the call and then state another laundering instruction.After many calls into the Product Specialists and many laundering cycles and not getting resolution the item was returned to LL Bean.Upon follof the return another Product Specialist indicated that the cover be laundered a different way than indicated before by a previous Product Specialist.The item was then repurchased, the instruction followed and again the Product Specialists directive was not correct and the item was returned back to LL Bean.LL Bean failed to mention that fact.Again an error on LL Bean’s end.LL Bean will need to take responsibility for their labeling errors and their directions given by their Product Specialists.The entire timeline of events was communicated to LL Bean staff and it was evident upon review of the timeline and all facts that the repeated laundering of the LL Bean item resulted in the issue with the appliances.As well it is a fact the LL Bean did not provide testing information (i.ewhat type of appliance was used) nor did they provide the return data to their insurance company.As well LL Bean did not test the item in a non-commercial appliance that met the same specifications as the non-commercial appliance used i.e agitator and all the other specifications stated to LL BeanFor if they did they would in fact replicate the issue.LL Bean does not want to evaluate the issue properly for if they did they would have the actual data that they are in fact at fault.By LL Bean shifting responsibility to my insurance provider it is clear that LL Bean does not want to take responsibility for something that they are responsible for i.eimproper labeling, improper directives from Product Specialists, overlooking factual data and disrespecting all information that would hold them liable.It is already apparent that LL Bean does not value their customers and has chosen to state incorrect information in their response.Despite those facts LL Bean will still need to provide full reimbursement for the repairs as stated previously

Ms. [redacted]' order was routed to our Finance/Loss Prevention department. They left her multiple messages at the number we have on file and let her know we needed additional details before we could complete her order. As was explained to Ms. [redacted] these boots are exceptionally popular and we get...

them to our customers as quickly as possible. When they didn't hear back, they of course canceled her order. When Ms. [redacted] placed a new order they indeed filled quicker than we quoted.L.L.Bean takes customer comments seriously and I've shared her experience with Loss Prevention managers for closer review of her order.Sincerely,[redacted]Executive Customer Assistant[redacted]

Ms. [redacted] placed an order for two sweaters March 30.The quoted delivery date was April 10, and when the customer didn’t receive her package as expected, she contacted Customer Service on April 12.  The representatives were unable to confirm when the package would ship.  Ms. [redacted] needed to...

have the sweaters for a trip by April 17.  I was able to locate the two requested sweaters, and shipped them with delivery on April 13.   She was very pleased with the solution.  [redacted]Executive Customer Assistant L.L. Bean Inc.

I'm happy to summarize.Unfortunately Ms. [redacted]'s credit card declined the charge for her mat. A bill was generated because L.L.Bean never received payment. As requested the bill was cancelled as a courtesy, and Ms. [redacted] may keep the mat at no charge. We welcome the opportunity to speak to Ms. [redacted] to answer any additional questions.

This matter was brought to my attention, and I reviewed details with the appropriate people here.  The internet order for pants and binoculars was placed on September 18 by [redacted].  We confirmed its processing and delivery to the same address, however, to Mr. [redacted]...

instead.  On Thursday September 24 a call was transferred from a company phone representative to our Loss Prevention Department.  Mr. [redacted] did not want replacement binoculars - only card credit.  We explained that he would in this case have to dispute the charge with his credit card company.  When he called again on Saturday September 26, a supervisor relayed his message to the appropriate department.  Our investigator spoke with Mr. [redacted] again.  Mr. [redacted] said hewas going to dispute the charge on the credit card and concluded the call.At this point this matter is between Mr. [redacted] and his bank.[redacted].L.Bean Corporate Offices[redacted], Ext. [redacted]

Ms. [redacted]’s return was processed on May 16th.  A refund of $62.50 was credited to her [redacted] account.  This represents the value of the returned merchandise, $69.00, minus the $6.50 fee for use of the convenience shipping label.  Within this same transaction, a charge...

of $69.00 was submitted for the requested exchange item.   We follow standard business practice and complete refund transactions according to the agreement that we have with banks and credit card companies.  We refund the original method of payment.  If a bankcard was used for an order, we issue credit to that same bankcard for returned merchandise.  If an exchange is requested, we then charge for the new order.    Customers have typically been responsible for the postal fee to return merchandise.  We include two labels with orders.  The convenience label is entirely optional, and we believe the price is fair.  As instructions explain, this label allows customers the convenience of returning packages by [redacted] via drop box, store location or driver.  We deduct $6.50 from the refund when this label is used.  If they prefer they may use the other label, also included, and pay the postage upfront using the carrier of their choice.     Return postage is waived or reimbursed in certain situations.  Each situation is unique so a decision is made on a case by case basis.  We waive the prepaid label fee or reimburse the return postage when the reason for the return or exchange is due to an L.L.Bean error or the return reason code suggests that the fault is ours.     Today I have applied a credit of $6.50 to Ms. [redacted]’s credit card account for refund of the return postage fee.  As she asked, we have recalled the package containing the exchange order. I have advanced full credit of $69.00 to the account.   We are sorry for the confusion that occurred. We look forward to serving her better in the future.   Sincerely,   [redacted] Executive Customer Assistant Executive Office L.L. Bean, Inc.® | 15 Casco St. | Freeport ME 04033 [redacted] | ([redacted]  [redacted]

Better Business...

Bureau:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Although there was no mention of bank fees in the originally filed Revdex.com complaint, we appreciate this follow-up inquiry.  We cannot control how customers' bank accounts are maintained, when fees are assessed, or when credits are posted.  These are matters between the bank and its patrons.  When Ms. [redacted] called yesterday, May 30th, our representative reviewed her concerns.  As a courtesy she also issued a credit for $36 for the fee.  Ms. [redacted] should monitor and check further with her financial institution as to when it will post to the account.  [redacted]Executive Customer AssistantL.L.Bean – Corporate OfficesFreeport ME 04033

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 # [redacted]. Please add your rejection comments below. 
A replacement order, contrary to their assertion, was never offered. If it was offered, I would have told them it would not be practical as I would be flying overseas. In any case, what is the difference between a replacement order and a refund? Furthermore, the business never followed up with me. I had to repeatedly call them only and given the round about when they said they were investigating (without any outcome nor follow up) before they told me to look for my bank when I called again. Given this amount of hassle and likely fraud, I will never shop with LL Bean.Regards,
[redacted]

Today I issued a credit of $31.96 to Ms. [redacted]'s [redacted] account as requested. I left a voice message advising her of the credit. I also extending our apology and regret for not resolving this when we were first made aware of the situation. I asked that she call me if she wishes to discuss...

her order experience. We are sorry for the confusion that occurred.  We look forward to serving her better in the future.Sincerely,[redacted]Executive Customer AssistantExecutive Office 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.   Judy Hackett was amazing!!!
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

One of our representatives worked with Mr. [redacted] to secure the desired items and had them shipped.  We apologize for the delay in our reply.

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 # [redacted]. Please add your rejection comments below. 
 The company doesn’t say anything about how they promised they would exchange the jacket prior to me sending in there was no notation of the need for a receipt or proof of purchase. They only bring this up after the fact.  How is that a fair guideline for a reputable business to use?I also find it quite hypocritical that they make reference to a lunch box that they said they never received from me. Isn’t it funny how to packages with labels from LLBEAN are mysteriously lost?That makes absolutely no sense.  They cannot even provide me with the label they provided for my jacket return. They have an online system that allows you to put in all of your return information and then they send you a label.  How can a company like LLBean not have tracking information for this process so we can either track the package or file a claim so I could get my money back?I talked with the post office and that is what is done but they need a tracking number.Where is the tracking number and why would a company not provide that and help a client with a missing package!
Regards,
[redacted]

After review of Ms. [redacted]'s order I can understand the frustration she experienced. When she placed these two orders, our inventory showed the hat was in stock but once the orders went to fill, it had sold out.  Regrettably, this was never communicated to Ms. [redacted]s.Fortunately our...

Mall of America store had the hat in stock and it was expedited out 12/6 at no charge and delivered 12/8. I'm pleased Customer Service was able to resolve this for Ms. [redacted]s. We apologize for her earlier disappointment and hope she will give us the opportunity to better serve her in the future.