L.L. Bean, Inc.

After additional research I see that Ms. [redacted]'s request for the credit was done on November 22nd which brought her gift card to a zero balance. The credit to the credit card was pending approval in our finance department. On Thursday the 30th that credit for $231.94 was...

released.  I apologize for any confusion or inconvenience this caused Mr. [redacted]. Sincerely, [redacted] Executive Customer Assistant [redacted]

I left a phone message today for Ms. [redacted].  I reviewed the recent returns and agreed to assist her in obtaining another wool blazer if she's still interested or will cash out the gift card she received and issue a refund instead, whichever she prefers.I explained that the blazer she...

returned #[redacted] was originally listed @ $129. We no longer have that same color/size but another Signature Italian Wool Blazer #[redacted] in size 10, Camel or #[redacted] Signature Italian Wool Blazer in size 10, True Navy.  I also reviewed that we had previously discussed with her the liquidated bathing suits not sold by L.L.Bean through any of our direct business channels, that cannot be returned for refund.  When we reviewed those details, Ms. [redacted] understood and agreed that we would dispose of the suits.I'm hopeful that one of the blazers above may serve her needs or will be glad to issue the $129 refund for the returned blazer.[redacted]Executive Customer Assistant[redacted]

It appears that the price on the men’s Rubber Mocs tag had not appropriately been updated.  The tags on both men’s and women’s pairs should properly have been marked the same, the current list price.   I verified details about our Rubber Mocs in our current catalogs and on our site: ...

www.llean.com.  The women's and men’s mocs ([redacted] or [redacted]) were listed earlier - through June 30, 2017 - @ $89.  From July 1, 2017 forward, however, the prices for this style boots for both women and men had changed.  Tags should have all been marked the same @ $99.   Over time, prices on any of our products may change.  Our KL Christmas catalog, for example, lists on the inside cover:  We guarantee the prices in this catalog through December 31, 2017.   We apologize that confusion occurred, and I reviewed this error with directors and store managers. Our store personnel appropriately adjusted the price for the women’s version to match the $89 tag on the men’s Rubber Mocs when Mr. [redacted] shopped at our store.     [redacted] L.L.Bean Corporate Offices Executive Customer Assistant [redacted]

Customer comments are very important, and we appreciate Ms. [redacted]’s candid assessment.    Earlier this spring we started a transformation of our business.  Representatives have tried to explain the unanticipated problems and delays which have occurred as our warehouse was...

dismantled and rebuilt.  These changes were planned several years ago to replace legacy systems.  Multiple upgrades have affected how and when orders process.  Some shipments with multiple components or services have taken longer than expected.  We know that related software problems are temporary and that services will continue to improve throughout spring and summer.   Our estimated delivery times are typically more accurate; customers often receive their packages earlier or by the day we quote.  We apologize that Ms. [redacted]’s order took longer and that we did not provide better updates.  I have reviewed this service failure with the appropriate managers. The order for a [redacted] with monogram, placed just before the Memorial weekend, was delivered on June 9th.  It was discounted by 20% from $249to $199.20, and I’ve asked that an additional $49.80 credit be issued. We appreciate her business and look forward to once more providing the prompt deliveries that all customers deserve.       [redacted] L.L.Bean Corporate Offices Executive Customer Assistant

Our Returns Department staff worked with Mr. [redacted] to try to verify purchases.  We made multiple attempts to cross reference details he gave with our records but located no store or mail order purchases. He said that some garments might have been gifts, but no further information under those...

households could be found either.   Mr. [redacted] stated he called and we told him that we would accept returns even though he had no records.  Upon receipt, supervisors reviewed and called to explain why we needed to verify that merchandise was actually purchased from us.  We reviewed the intent of our Satisfaction Guarantee and talked about the earlier returns we had processed for him, as exceptions, in good faith.  We discussed our policy and pointed out conditions, detailed on our site, under which returns would not be accepted.  We reviewed that we could not accept the 28 men’s and women’s items in a wide range of sizes and would ship them back.  We also explained why we would include a letter confirming that we will require receipts as proof of purchases for any of his returns going forward. The Corporate Office relies upon the thoroughness, accuracy, and professionalism of our Returns staff.  We stand by their decisions.    Sincerely, [redacted]Executive Customer AssistantL.L.Bean – Corporate OfficesFreeport ME 04033

We
have never received a returned jacket by Ms. [redacted].  We understand the
package may have been lost in transit.  Various managers and departments
have continued to monitor returns for a package from this customer. 
 The
only order we have record of from...

Ms. [redacted] is the
recent November 10th request for a lunch box (#[redacted] @ $17.95).  On
November 18th we processed a second order for this same style lunch box in
the preferred color as an adjustment.  We included a courtesy
return label and have not yet received back the first lunch box that
is due L.L.Bean.As
Customer Service supervisors may have explained, we don't
typically send out merchandise without a record of the purchase or without
having received back a product for exchange.  Although Ms. [redacted] was
the gift recipient, there is no other record of a purchased coat
associated under her name.  Sometimes if paperwork from the original
buyer is included, we may locate the order under the buyer's name.  Since
Ms. [redacted] cannot supply additional
information, we must continue to monitor returns hoping that her
package may eventually arrive here for processing.  
[redacted] Executive Customer Assistant [redacted]

I left a message for Mr. [redacted], apologized and addressed his concerns when his order was not filled/delivered within our shipping quote.    I let him know I was sending the requested shoes, and that I gave an additional discount on the shoes.  I also stated that I shared the details of his experience about this service failure with managers here.    Mr. [redacted] was pleased by my actions, and I consider this matter resolved.   [redacted] L.L. Bean Corporate Offices Executive Customer Assistant

On 9/30/16, I issued a credit of $6.50 to Mr. [redacted]'s [redacted] account as refund of the return label fee. I contacted him by email to advise the credit had been done. I also extending our apology and regret for not resolving this when we were first made aware of the situation. I asked that he call...

me to discuss the skirt sizing issue and our return postage policy.

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]. . 
I am sorry to hear that a company the size of LL Bean does not keep better records.  As I stated before, I am unable to retrieve the CC statements as I have closed that account.  I am not sure what LL Bean wants from me at this point.  It has become a matter of he said / she said, as they cannot prove with 100% certainty that I didn't pay, and the same for me proving that I did pay. I would like LL Bean to take me for my word, and accept the fact that I did pay for the paddle board.
Regards,
[redacted]

On February 10, 2017, Mr. [redacted] purchased our Item #[redacted] Men’s 850 Ultra-light Down Hooded Jacket Deep Sapphire, Large.  The jacket was delivered on February 16, 2018.  The jacket developed 5 holes with down falling out of them.  On April 11, 2018, he visited our store to...

return the jacket.  The store did not process the jacket for return, citing normal wear and tear.  On April 12, 2018, L.L. Bean received Mr. [redacted]’s Revdex.com complaint. I left a message the same day and sent email offering an exchange, gift card or refund check.    He responded to the email on April 17, 2018 and accepted the L.L. Bean Gift Card for $229.00. On April 20, 2018, I replied to Mr. [redacted] and confirmed sending the L.L. Bean Gift Card. [redacted]Executive Customer AssistantExecutive Offices [redacted]
[redacted]

Over the years customers may sometimes not destroy gift certificates after they've been used.  Confusion may occur any time that notes are not kept, especially when phone orders were placed.  We usually ask that certificates be surrendered when presented in person. Even though funds...

may be spent, some customers like to retain the certificate documents for their own records. We understand and permit that since we have transaction records of the purchase.  We also realize that misplaced register slips or certificates without appropriate notes could result in mix-ups later.  In such cases, additional research is required.  Of the four gift certificates Mr. [redacted] cited, two were completely used and have no remaining value.  The details are below. As representatives explained when Mr. [redacted] called us, Certificate [redacted] ($75) was used previously. The records confirm that he made a purchase on October 30, 2004 under Order [redacted] for two all-cotton Banded Double L Short Sleeve shirts ([redacted]) in size large; one in the color Night, the other in Dark Purple.  Each cost $19.50.  Mr. [redacted] also bought at the time a third shirt ([redacted]) Spread Collar Scotch Plaid Flannel in size large in the color Muted Hunting Stewart for $29.50.  The shipping fee was $4, which brought the total to $72.50.  We issued a $2.50 refund check.Mr. [redacted] subsequently returned all three shirts on December 11, 2004.  Since he had originally purchased them with a gift certificate as payment, we issued a new gift certificate ([redacted]) for $68.50.  Mr. [redacted] used that gift certificate on September 4, 2015 at our [redacted] retail store to purchase a [redacted] Tinker (knife) for $25.  The sales tax was $1.70, making the total $26.70.  The store representative refunded the balance in cash: $41.80, thereby using up the entire value of that certificate.  (When Mr. [redacted] called us about this certificate, we discussed the balance that was refunded.  He confirmed remembering using the certificate at the store and getting change but could not understand why he still had the certificate in his possession.) Mr. [redacted] therefore has only two gift certificates with available balances: Certificates [redacted] and [redacted] for $75 each. The total outstanding value for both therefore totals $150, not $293.50.  These certificates may be used toward future purchases or cashed out, whichever Mr. [redacted] prefers.[redacted]Executive Customer AssistantL.L.Bean Corporate Offices[redacted]

. On November 14, 2017, Ms. [redacted] purchased our Item # [redacted] Misses Petite Bayside Stretch Corduroy Favorite Fit Straight Leg Pants in Carbon Navy Size 4.  The pants were delivered on November 25, 2017.  Ms. [redacted] sent the pants back for return due to incorrect size. ...

The return was processed on December 5, 2017.  Since the original order was made under one name ([redacted]) and the return came in under another name ([redacted]), the return processed for a return gift card, according to policy.  On December 14, 2017, Ms. [redacted] sent an email asking for a credit to the original method of payment.  L.L. Bean Customer Service sent a reply stating if she would like a credit back to the original credit card to please call 1-[redacted], with the account information, and we would be happy to help her. Ms. [redacted] sent a second email on December 19, 2017 asking again for assistance for return credit.  L.L. Bean Customer Service sent a similar reply to her asking for a call in order to offer further assistance.  On January 17, 2018, I left a telephone message for Ms. [redacted] stating that we requested $41.21 credit to the [redacted] account used on the original order.  I told her to keep the gift card she received to apply toward a future purchase. [redacted]Executive Customer Assistant[redacted] Ext. [redacted]

We are glad to exchange the sweater for the same style if it is still available.  We cannot simply swap one sweater for a different one.  As the store staff may have indicated, when no record of the purchase is found or a garment is no longer available...

or discontinued, we will issue a refund by gift card for the last sale price.  The customer may apply that value to any desired product.  I'm disappointed and apologize that our store could not resolve this matter for Mr. Grodmann.  I attempted to reach him and left a phone message.  I am glad work with him to return the sweater to my attention in Freeport.  We should be able to research and identify the sweater by using the label code.  Sincerely, [redacted]Executive Customer AssistantL.L.Bean – Corporate OfficesFreeport ME 04033[redacted]

Upon further review, we're pleased to learn that on 9/1/16 our customer service department spoke to Mr. [redacted] and resolved his concerns by adjusting the price of a new bookpack to reflect his desired outcome.Sincerely, [redacted]Executive Customer Assistant[redacted] |...

[redacted]

L.L.Beans goal is to provide exceptional products and services to customers and I'm sorry we've let Mr. [redacted] down.  I understand his frustration that when he went to place his order we didn't have what he wanted.We try to have items in stock for customers but sometimes popular...

styles, sizes and colors sell out.    I understand Mr. [redacted] is also disappointed with our December promotion. If he would still like to place an order for boots we will certainly honor the discount. After reviewing our records I see a watch battery replacement occurred in 2014.  Occasionally, some products, like the [redacted] watch, may no longer be sold or serviced by L.L.Bean.  As our guarantee promises, if an item fails and cannot be repaired or exchanged for an exact replacement, we will accept it back and refund the price paid.  We benefit from Mr. [redacted]’s comments and appreciate his perspective. [redacted] Executive Customer Assistant [redacted], Ext. [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]

After review with our finance department I see that Mr. [redacted] has returned the paddle board.  However, the bank denied the original charge from L.L.Bean and we were never paid. Although we can confirm the board was returned we cannot provide a receipt stating L.L.Bean was paid $1,349.00.If Mr....

[redacted] is willing to collect records from his previous bank we would be happy to speak with him about his findings.Sincerely,[redacted]Executive Customer Assistant1-[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]  [redacted]

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]. 
 
Regards,
[redacted]

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]. . 
As stated they did refund my money on 5/26/17 but since the have deducted the exact amount out of my account again, which caused my account to be in the negative due to an unplanned withdrawal and insufficient funds. So I now have to pay an extra $36.00 to my bank because LL Bean withdrew money yet again without my authority. So now I owe my bank money and dealt with this headache with them for over a month just to continue to be treated unfairly and costs me money that I didn't have. It's a battle that still continues to not be resolved. 
Regards,
[redacted]