L.L. Bean, Inc.

Revdex.com:I just don't understand why it takes the Revdex.com to resolve an issue that should never have happened. Shame on LL Bean.
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]

I am in dialog with Mr. [redacted]. He told he that his is reconsidering and he may want to keep the bed. I have provided him with my contact information and await his decision.  Sincerely, [redacted]Executive Customer AssistantExecutive Office L.L. Bean, Inc.®

On January 10, 2016, Ms. [redacted] purchased the Ultrasoft Comfort Flannel Comforter Cover in full size, Item [redacted] listed @ $65.00.  It was delivered on January 12th.  She sent the cover back on January 20th, and we processed the complete credit for $69.06.  Two months later, we...

received a call from Ms. [redacted] stating that our product had caused problems requiring repairs to her dryer.  Details were reviewed.  The product returned 9 weeks earlier for full refund, and there was no note or reason to hold that specific cover aside.  We have, however, inspected this product.  Tests in our own lab here in Freeport and the studies which our vendor also conducts have not replicated the machine damage which Ms. [redacted] has attributed to our product.  The regular size can easily be washed and dried at home.  Overall consumers have liked this flannel cover made from 100% Portuguese cotton fabric, which weighs 3.8 pounds and has performed well.  We referred Ms. [redacted] to our company spokeswoman in Risk Management for further discussion.  She was subsequently referred to our Insurance Company as well.  When it was clear that nothing more would be done, she insisted still on speaking with others.  Assistants in the Executive Offices reviewed details; the Executive Assistant to the President also reiterated our position on this matter.    L.L.Bean personnel have discussed her concerns at length.  We cannot attribute the dryer repairs and expenses she incurred to have been caused by our product.  We have explained that no reimbursement for machine repairs will occur.  We understand that Ms. [redacted] is disappointed.  Under such circumstances she may wish to contact her own insurance provider to learn if a settlement may be possible. [redacted] Executive Customer Assistant Executive Office L.L. Bean, Inc.® | [redacted]  [redacted]

After additional research I see that Mr. [redacted]'s initial credit to his [redacted] account bounced back to L.L.Bean A refund check was never sent in its place and I apologize for our error and the inconvenience this caused Mr. [redacted].I spoke to our finance department and they will expedite his check...

in the amount of $33.45 for arrival early next week.Sincerely,[redacted]Executive Customer Assistant[redacted]

Day after I filed a complaint here, LLBean canceled my order!!! Dear Friend and Valued Customer, We regret to inform you that the following item from your order listed below is not available for shipment. Order number: [redacted] Allagash Oxford Shoe Leather/Suede Men'sDelivery of Order number:...

[redacted] Allagash Oxford Shoe Leather/Suede Men's

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. I accept LL Bean's offer of a refund in the amount of $129 to be sent to my home address:  [redacted]
Regards,
[redacted]

I called Mr. [redacted] to review details about his recent return.  I apologized for the confusion that occurred and explained that the product was liquidated merchandise on sale at our Outlet.  The model and color he bought was discontinued, and our...

Returns representative could not replace the exact product he bought.  We therefore issued full credit for the amount he paid - $119.25.  We then talked about quality, and I explained that we do not sell damaged goods.  I reviewed that the current model we offer is available in Royal Blue only.  I offered to ship it to him for the same sale price as a courtesy - $119.25 + sales tax.  Mr. [redacted] was pleased, and we discussed payment details.  He told me there was no urgency, as he was not camping until later in May.  I thanked him once again and then processed the new order from our [redacted] store.    [redacted]Executive Customer AssistantL.L.Bean – Corporate Offices[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]

In processing Mr. [redacted]' return L.L.Bean representatives followed our standard business practice of crediting back the card that was used to make the original purchase. Typically if an account has closed the bank will issue it's customer a refund check. I understand at this point this hasn't...

happened and I apologize that previous questions regarding his credit were not answered in a timely fashion.On 8/4/15 I expedited a refund check in the amount of $20.00 to Mr. [redacted].[redacted]Corporate Offices[redacted]

While we understand the sleeping bag was given to Ms. [redacted]'s daughter 2 years ago, our records show it was last sold more than 25 years ago.Our recent policy change was a decision that came about over a long period of time.  It involved careful consideration and thoughtful...

discussion.   As a business, we believe it is reasonable to require a proof of transaction and to give customers a full year to determine whether they are satisfied with a product.  To correct the misconception that the guarantee is a lifetime replacement program, we also believe it fair to determine if a product failed due to excessive wear and tear vs defective craftsmanship.After speaking to Ms. [redacted] on 3/30/18, our Returns Specialist honored the return by processing the exchange for a similar sleeping bag.  The new bag shipped on April 2nd by [redacted] and is expected to deliver on Friday April 6th.  The [redacted] tracking number is [redacted].  We apologize for the frustration and confusion that occurred during the conversation with our Returns Specialist.  We hope, however, that Ms. [redacted] now understands that we may need to ask questions as well as clarify our policies. [redacted] Executive Customer Assistant Executive Office L.L. Bean, Inc.®

Review: LL Bean initiated sending unsolicited junk mail catalogs in my husband's name: [redacted] within the first 30 days our our owning our home. I have now contacted them by phone 6 times and also several times by email. The catalogs won't stop coming. All contacts have been requests to be permanently removed from their mailing list. Each time the person at LL Bean assures me this will be accomplished. Catalogs won't stop appearing in our mailbox. Today two representatives, [redacted] and [redacted] each assured me this name and address have been flagged to no longer send catalogs in their computer system. I simply can't believe them. Catalogs WONT STOP ARRIVING.Desired Settlement: LL Bean agrees in writing to stop sending us any mail whatsover. No email or phone solicitations either. While this seems like a trivial matter to ask for help from the Revdex.com, companies insult and barage consumers daily with unsolicited mailings. We refuse to do business with such companies. LL Bean can NEVER earn our business, only stop harassing us.

Thank you.

Business

Response:

We occasionally send catalogs to former buyers and apologize that unwanted catalogs recently arrived. When we received recent calls requesting no more books, we appropriately coded our records to not send future catalogs to Mr. [redacted]. As some books had already been prepared and were within postal systems for delivery, those catalogs could not be stopped.

No more books should arrive. We have marked our records accordingly to not send to this household should Mr. [redacted]'s name at some future time be shared with us from a rental/acquisition source.

[redacted]/LLB

Executive Customer Assistant

800-341-4341 Ext. [redacted]

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response minimally satisfy our issues and/or concerns in reference to complaint.

That companies BLATANTLY ignore repeated requests to be permanently removed from mailing lists is infuriating. American companies will continue to lose customers the more they harass them and waste vaulable natural resources, time and money. SHAME ON THEM. We have made a household pledge, companies like this instantly and forever lose our business in favor of finding local small businesses with which to shop.

Regards,

I do a lot of retail shopping and I have also worked at many retail stores over the years. I have never had this happen to me before. I have removed individual names, etc. to preserve privacy, but these emails explain it all. I simply don't want to see this happening to others.

Dear (Customer Service):

There is no need to patronize me. I am not some confused little old lady; I am a law student. I saw it with my own eyes three times. I ordered the item at $19.99. I honestly wish I had printed the receipt or saved a copy onto my computer right when I first placed the order so I could fax it to you in black and white. I've now learned my lesson on that count. My order totaled $70.96 for the four pairs of shoes. After I received the email 15-20 minutes later where the price had been changed to $24.95, I went back into the system and the same pair still showed at the $19.99 price in the same area where the brown ones with polka dots are still listed (even though they are sold out) in the section that says $19.99, not the $24.95 section. I was detained and wasn't able to call until an hour later. During that time, someone changed the ad.

It is very scary that someone would change prices on someone after they have already made a purchase. I have never had a store do this to me before. If all retail operations across the country ran their businesses like this, our country would be in a heck of a lot more trouble than it already is. It is also scary that your company will not own up to a clerical mistake on that end, and honor the price I originally paid. Retail operations have always honored the price they displayed when their own employees made a mistake. It should not be taken out on the customer. I do business with several big name stores, and have never had this issue before. If you sell something at a particular price, that price should be honored.

As I pointed out earlier - $0.00. This is the amount of money you will now be getting from me for this pair of shoes. I have never filed a complaint with the Revdex.com before, but I would hate to see this continue to happen to other customers in the future.

Thank you for your time.

From: [redacted] [[redacted]]

Sent: Wednesday, February 27, 2013 10:05 PM

Subject: RE: Women's Maine Isle Flip Flops

Dear :

Thank you for contacting us regarding your recent purchase. I apologize for the confusion. We do have some specific colors that are currently on sale for $19.99. The colors that are available are the New Khaki/Chocolate Lab and the Multicolored Zinnia. These are available in sizes 7-9. The colors available at this price are item for which we are attempting to clear stock to make way for our new colors.

In addition to the Bright Navy/White Dot, in a size 6, for $24.95, we offer a number of new colors for this Spring/Summer season. These items are not reduced in price. Although both of these items appear on the same page on our web site, they are different prices. Again, I am terribly sorry for the confusion.

Should you have any further questions or concerns, please do not hesitate to contact us. We are available 24 hours per day, 7 days a week to assist you.

Sincerely,

L.L.Bean Customer Service

llbean.com

100 Years of Satisfied Customers

Shipped for Free | Guaranteed to Last

--- Original Message ---

On February 27, 2013 at 9:08 PM,

>

>Dear Customer Service:

>

>I am very upset about a purchase I made earlier today. I ordered a pair of navy w/white polka dot flip flops on back order which were listed at a sale price of $19.99. I double checked the price. When I received your e-receipt, it stated $24.95. Prior to calling I went into the system and rechecked it again and it still stated $19.99. By the time I called, someone on that end went in and changed it to $24.95. This is dirty. If I purchased something at the $19.99 price, I should get it at that price, even if someone made a mistake on that end. It has always been that way in good retail practice. I want you to know that I will be very leery about ordering anything from you in the future because of it. I spoke with one of your sales reps and he acted as though he would not honor the price that I had originally agreed to pay, but simply stated that I could always return them if I thought they were not a good deal. I have now cancelled the order - $0.00

Review: I ordered several products from LL Bean. The products were paid for by credit card. The products were to be delivered to my residence. I rec'd an email that UPS delivered the products on 5/7/13. However that is false, I have not received this delivery. I contacted LL Bean blames UPS, UPS blames LL Bean. Someone must locate the package but they refuse to assist blaming UPS.Desired Settlement: Fidn out what happened so that it does not occur again. Meaning who stole my packages; UPS must know since they say they delivered it but they said only LL Bean can investigate the claim becasue LL Bean is the shipper.

Business

Response:

After Mr. [redacted] did not receive his earlier orders, we initiated traces of those packages. UPS confirmed delivery of the package for CarryAll Briefcase to the address on 5/7 in the afternoon. Similarly, the order for [redacted] Windbreaker and [redacted] Jeans was left at the front door. UPS could not provide further updates about those packages not found. We arranged for replacement packages with the request for signature to be sent.

The appropriate managers here have been informed of this delivery service failure. We look forward to serving Mr. [redacted] better when he next shops with us.

Executive Customer Assistant

800-341-4341, Ext. [redacted]

Consumer

Response:

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.

Although I have received replacement packages on my order. I reject the business response that the items were left at my front door. I want the record to be clear that I live in an apartment biuilding and the requested orders were never left at my front door. UPS failed to deliver the pakages so for LL Bean to take that explantion as fact is absurd.

Review: I received as a gift a pair of LL Bean “Wicked Good” slippers in new condition with no apparent defects. these slipper retail for $79 according to the LLBean website. After only two months of household use the leather separated on the back of one heel. I contacted the LL Bean by email about this problem and they authorized return of my slippers with no questions asked, stating: “they (the slippers) are guaranteed under our famous 100% Customer Satisfaction Guarantee…” and “We would be happy to replace them for you or refund you, whichever you prefer.” (copy enclosed) The LL Bean then refused to repair the slippers claiming they were “defective”, final sale’. ‘liquidation’ and various other terms and excuses to avoid acknowledging a clear material/workmanship problem with their product that was obviously in near new condition when sent to them for repair. The LL Bean returned the slippers to me without repair and refused to change their position on the matter despite several phone calls and email interchanges I initiated. The LL Bean made no good faith effort whatsoever to resolve my complaint with their defective merchandise.Desired Settlement: The LL Bean authorized return of the slippers to them no questions asked and assured me they were covered under their “Customer Satisfaction Guarantee” and the slippers would be replaced or I would receive a refund at my option. I expect the LL Bean to repair or replace the defective slippers as promised and pay for all related shipping charges.

Business

Response:

The customer received liquidated stock as a present from someone else. The purchaser was informed that the item cannot be returned. We have contacted Ms [redacted] with the intent of offering an acceptable resolution as an exception.

Consumer

Response:

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 .

The LL Bean has not to date verbally or in writing presented me with any proposed solution to resolve this complaint. I am requesting the LL Bean present their proposal in writing through this Revdex.com forum. To reiterate the content of the complaint, the LL Bean initially authorized return of the slippers to them no questions asked for repair or replacement. The LL Bean then refused to honor their initial authorization and returned the slippers to me in defective and non-repaired or replaced condition. I initiated multiple phone calls to the LL Bean requesting resolution, and no offers of resolution from the LL Bean were received during these conversations. I expect the LL Bean to repair or replace the slippers as originally promised, and pay for any related shipping charges.

Business

Response:

Ms [redacted] received a gift of a liquidated item. As an exception in her case L.L.Bean has honored her request and reimbursed for the original catalog price of the slippers.

Review: refused to schedule [redacted] retuns citing policy. Told me to drive to [redacted] center! DESPIT POLICY OF COMING TO PICK UP PKSG EVEN OVER THE HOLIDAY..

I am a 40 year customer and ll bean has alienated me in a major way by NOT honoring their easy returns AT ALL!!!Desired Settlement: Letter of apology,

$50 gift card for horrible experience!

Business

Response:

L.L.Bean has honored its commitment to this customer. We have scheduled a [redacted] pick up for 12/27, the earliest date on which [redacted] is able to perform this service

Review: In August I returned a pair of boots to L.L. Bean, they were called The [redacted] Boots (or something very similar). The boots themselves were in great condition, exception where the leather was attached to the sole the stitching began to come undone, and the rubber began to break down. Since I liked these boots a lot prior to this I wanted to look into getting them repaired. Both an L.L. Bean store representative and the 800 number customer service department recommended I return them for evaluation. So I filled out the appropriate forms, and returned my boots to LL Bean. Shortly after returning them Customer Service contacted me and informed they couldn't be repaired. I was a little disappointed to hear this, but figured I'd just try the newest version of my boot. This is where L.L. Bean's customer service guarantee broke down. They informed that because I paid cash for my boots L.L. Bean did not have record of my purchase. So the maximum credit I could receive to use towards a new item was 99.99. This meant in order for me to get the closest model to the boot I returned was I'd have to pay an almost additional $100. This seemed absurd to me since these boots clearly were suffering from a manufacturing defect, and not from wear or use (if that was the case I would have never returned them), and should have been replaced with the same product or the closest similar product at L.L. Bean's cost. So rather than replace my boots with the same or similar model, my two options were to either spend additional money on a pair of boots, or L.L. Bean could send me a check for their value. At this point I was dissatisfied, and didn't want to purchase any boots from L.L. Bean, so I requested the check. Unfortunately, L.L. Bean couldn't seem to even deliver on this part of it's customer satisfaction guarantee. The check that was sent to me by L.L. Bean was made out to my father. I'm not sure how they got his name, since I made the return and it was my purchase, but the check was wrong. So I called L.L. Bean again. The first customer service rep told me to endorse it by signing both my father's name and then mine. Then send that check back. Since that's basically fraud, I decided not to follow his directions and called customer service once more the next day. That person was much more helpful and knowledgeable, and had me mail the check back to their office with a note enclosed outlining the situation. So I did that, and now two weeks later I find myself with no boots, no check, and a rather strong distaste for L.L. Bean.

I've been a loyal L.L. Bean fan and customer since I was a kid. Growing up the brand meant something, and when someone in my family gave you an L.L. Bean shirt, hat, or other gift it was a big deal. I carried that into adulthood and had been a big fan of your products. I would consistently purchase items from L.L. Bean for gifts or for my own use, and was even excited when you launched your signature line which meant I could get work clothes from Bean too. I'm avid outdoors man, fisherman, and skier who's very active in these communities via social media, promotional events, and participation and service. I've always spoken highly of your products, and would spread the word about their superiority in construction, design, and your superiority in Customer Service. I was willing to forgive the boot issue initially because I understand that you don't have control over every item that's manufactured for you. But this situation has been blundered at every possible opportunity along the way, and has left me wondering if I'm better off turning to other retailers such as [redacted] (who's new products are getting better) or [redacted].Desired Settlement: I'm not sure what the complete resolution should be. At the very least I'd the check for my boots, so I can purchase a new pair. Currently L.L. Bean has my boots and my money, which is a win for them, but a lose for me. In a perfect world I'd want the check for my boots, and my old boots back so I can just pay a cobbler to repair them. Although defective it's easy to recognize that they in fact could be and were a good product. But I know that won't happen. Beyond the check I'm not sure what L.L. Bean could do to make me stay a customer, or to step up to the policy of customer satisfaction guaranteed. At this point I don't believe they have much concern for the customer after they make a purchase. If it was my customer I'd go above and beyond to retain them. One customer making a one time $150 boot purchase isn't worth as much one customer making boot, clothing, and gear purchase multiple times over the course of their entire life.

Business

Response:

Revdex.com Complaint

[redacted], [redacted]

History:

The customer’s father was reimbursed $99.99 for his return back on August 3, 2012. The customer's son, [redacted] in August requested the reimbursement be made payable to him. Customer was advised to return his father’s check for re-issue in his name. The customer, [redacted] recently returned his father’s refund check for a re-issue in his name in lieu of his father. A letter was sent to [redacted] on October 10, 2012 which states, the following:

October 10, 2012

Dear Mr. [redacted]:

Thanks for contacting us. It is my understanding a reissue of a refund check (in transit) has been sent to your attention for a returned check, which was issued to your father for a pair of boots he returned. I sincerely apologize if this refund check has not been received to date. If I can assist you further, please do not hesitate to contact me directly. I have enclosed a complimentary gift card (value $25.00) on your behalf. We look forward in the opportunity to meet your shopping needs better in the future.

[redacted], Executive Customer Assistant

L.L.Bean, Inc.

Consumer

Response:

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] there seems to be a great deal of confusion regarding my return, and I just want to respond to ensure that everything is clear.

My father should have never been reimbursed for the return I made on August 3rd. That was a return for a purchase I made, not my father. At no point in time was my father involved with these boots. Not during purchase, use, or return. L.L. Bean had made a mistake, and somehow got my father mixed into this issue. This was something I had no part in, but as a result I was left with no boots and no check. The check will resolve the issue, but I just want to be clear that Boots and the blunder of their return was due to an error on L.L. Bean's behalf. Additionally the process was drawn out and unnecessarily complicated. Initially my boots should have been accepted back by L.L. Bean and because of the manufacturing defect, they should have been replaced with a comparable product at no cost to me. This was what I wanted to happen, and instead I ended up with the current situation.

Business

Response:

Revdex.com Complaint

[redacted], [redacted]

Thank you for your comments the refund check is in the mail along with a complimentary gift card.

[redacted], Executive Customer Assistant

L.L.Bean, Inc.

Review: Placed an order for clothing in August 2013. Today September 16th 2013 received a delivery notice for August 24th saying congratulations my items had arrived. Never received the items. Checked tracking on LL Bean Web Site which showed the items as having previously been returned. So why did I receive a delivery notice today for last month? I never returned these items, why do they list them as returned? Some of items are now out of stock. Received no satisfactory answer from customer service. They offered to not charge me for shipping the item they do still have in stock. Since they have free shipping anyway this is not much of a deal. And they cannot explain to me why 1) they did not contact me about this 2) ups did not contact me about this 3) I received a delivery notice on Sept 16th for an item that supposedly arrived on August 24th.Desired Settlement: I would like every item I ordered delivered as it was ordered in the colors and sizes ordered. If they cannot accomplish this I would like a cash refund ( a check to my address) for this order which was purchased using a gift card. I would also like the remaining balance of this gift card and another 250.00 gift card that I have converted to cash so that I may use them at a more reliable merchant.

Thank you

Business

Response:

I sent the following email today to resolve this matter.

Good morning, Dr. [redacted]: Thank you for contacting the Revdex.com about your order. I apologize that you did not receive your package and understand that it was damaged while in transit. I share your disappointment in receiving inaccurate communication that the delivery was made. I’ve asked that the order be redone and have located the [redacted] Cotton Sweater in our Freeport Retail Store. I’ve asked that the sweater and both Waffle Knit Henleys ship today to your [redacted] address by overnight service.

We appreciate your business and the opportunity to resolve this matter. After you receive your order and approve the garments, please tell me if you prefer to cash out or to retain the gift cards you have. We look forward to serving you better the next time you choose to shop with us.

Sincerely,

Executive Customer Assistant

800-341-4341, Ext. [redacted]

Review: I returned a gift from my mother-in-law to LL Bean and tried to see if I could exchange the item for something else. After almost 2 weeks I got an email stating the progress of the order. In the email I noticed that my card was being credited and not my mother-in-laws card whom is the original purchaser. when I contacted LL Bean to inform the customer service rep.([redacted]) was very rude and degrading in her tone. The rep. claimed that I was wrong and didn"t fill out the order correctly, which wasn"t true. I had filled out a form from LL Bean as I was instructed by another service rep. I was unable to continue the conversation due to time constraints, so I asked if she could get back with me tomorrow to try and resolve this isssue but all I have was an email stating that nobody would be in the office to contact me the next day. LL Bean has made no further attempt to contact me or respond.Desired Settlement: LL Bean made a mistake on the credit/exchange nand the rep. was trying to cover up thier mistake by blaming me. If LL bean doesn't try to resolve this issue I will have to go to the FCC to file a complaint of credit card fraud. I don't think you are allowed to apply someone's credit to another credit card.

Business

Response:

I called Mr. [redacted] earlier this afternoon. We reviewed what had occurred and I offered to resolve the matter for him.

When a recipient/owner of products returns items, we follow standard business practice and refund or credit the value for what was sent back. If other merchandise was requested, we create a new order with clear financial details and charge the preferred method of payment.

I agreed to honor the original $10 promotional coupon which he intended to apply toward the replacement order and ship out the desired pants. I offered as well to deduct an additional $10, resulting in $59.95 pants being sold for $39.95. As a further courtesy, we agreed to expedite the package. Mr. [redacted] was pleased.

L.L.Bean

Executive Customer Assistant

800-341-4341, Ext. [redacted]

Review: I cancelled an order and instead of crediting my account ,they debited my account and will not refund the money.Desired Settlement: I want my $64.94 credited back to me.

Business

Response:

We placed Ms. [redacted] order on Saturday, December 1st. She called back the next day to ask if it could be canceled. Such a request is unusual and we confirmed that the order was already in process. We agreed to make every attempt to honor her wishes. Supervisors are typically helpful and precise and explain when a charge has processed that we will credit back the same method of payment. Here are those transactions that were submitted by our bank to her credit card company:

12/03/12 010121022436 [redacted] 24477 64.94 CW

12/02/12 010121022436 [redacted] 24477 64.94 D

Financial institutions set their own rules and policies. We cannot, of course control when a credit to a debit card account will be processed by a customer's bank or when those funds may be available. We encourage customers with questions to contact their bank for further assistance.

Sincerely,

Executive Customer Assistant

L.L.Bean

[redacted] Ext. [redacted]

Consumer

Response:

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,

Review: I called L.L. Bean to exchange a pair a slippers I got for Christmas, they were the wrong size. So they charged me for the new slippers and said to send back the ones that were the wrong size. I did that and they said two weeks I should get my money, well its been two weeks since they had it and every time I call they say they dont have any information on it. The tracking # is [redacted], which said it got there on the 8th of January. Then they also tell me after the fact that I would have to pay for the return shipping even though it was an exchange.Desired Settlement: A full refund including the shipping fee.

Business

Response:

Revdex.com Complaint

[redacted], [redacted]

This was an oversight. I sincerely apologize for the length of time due to our omission in processing the return. I issued a refund check (#[redacted]) for $35.95 the price paid for the merchandise returned, the [redacted] Moccasin Slipper. There was no return label fee of $6.50 applied; therefore, no reimbursement is warranted. The refund check is in transit via UPS Next Day Air, tracking #[redacted]. This matter will be reviewed internally. I hope you will reconsider your decision to try us again on a future occasion.

[redacted], Executive Customer Assistant

L.L.Bean, Inc.

Consumer

Response:

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.

Business

Response:

Revdex.com Complaint

[redacted], [redacted]

In reviewing, the first purchase/return involved a $4.00 promotional discount, which was applied to the order #[redacted], making the total cost paid $35.95. The second purchase was made on 1/3/13 the total cost was $39.95 on the quick-exchange process. It is my understanding; customer is requesting full reimbursement on the second order for $39.95, the quick exchange. I issued an additional refund check (#[redacted]) for $4.00 which is the difference of the price paid on the quick-exchange (of $39.95) and the initial order (of $35.95). A second refund check is in transit via UPS Next Day Air, tracking #[redacted]. In addition, a complimentary gift card will be forthcoming via US mail.

[redacted], Executive Customer Assistant

L.L.Bean, Inc.