L.L. Bean, Inc.

Review: L.L. Bean is sending unsolicited advertisements to this address without my authorization and against "do not mail" requests. L.L. Bean is expected to keep its mailing list records up-to-date to avoid causing problems in the future and increase overall efficiency of advertising.Desired Settlement: I expect L.L. Bean to completely remove my mailing address from their mailing lists. Furthermore, I expect L.L. Bean to remove [redacted] from their mailing list. This person does not reside at this address. It is in both the consumer and company's best interest to stop sending catalog's to address on the "do not mail" list.

Thank you for your time and attention to this matter.

Business

Response:

We contacted [redacted] in person to review his concerns. The catalog he received was a one-time prospect catalog generated by a Mail Services company we contract. He is not listed in our catalog files and will not receive additional L.L.Bean catalogs. [redacted] appreciated our looking into this.

Consumer

Response:

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.

Review: I purchased a pair of slippers online and they ripped. I returned them and this is where the nightmare begins. The original purchase was partially made with a gift card in the amount of twenty-five dollars. I was charged the full price ($99) of the replacement product and assured that I would receive a refund (less shipping cost $6.50) of the replacement. Instead I was credited $67.50 and a $25 gift card was mailed to me. I called to company and had to explain the mistake several times to different customer service representatives before someone finally understood what I was talking about. I was then told (well lied to) that I would have to wait for my $25 refund until the gift card arrived in the mail. I waited five days and never received anything in the mail. I called the company again and was told that it was on the way. When I finally received the gift card it was postmarked the day of my second call which means that it wasn't sent until I called asking where it was. So I call them up to get my money back and had to explain to another rep that I wanted a monetary refund not a gift card and she proceeds to tell me that it is not possible. I explain yet again how I was charged full price for a replacement product (which by the way LL. Bean says is SATISFACTION GUARANTEED!!!what a joke) that was originally purchased with a gift card. She finally agrees to refund my money and instead of asking anything about the gift card that I was told I had to wait to receive she supposedly puts the credit in the system and cancels the gift card. The rep who told me I had to wait for the gift card in the mail LIED to me and then didn't even send it. When it arrived I didn't even need it. So now a week later the gift card is cancelled and I still have no money! This is the most aggravating part. The money should appear in my account instantly or the next day because the purchase was made on a debit card and it still has not shown up. This has been confirmed by my financial institution. I've called LL. Bean several more times and have been treated with absolute disrespect by almost every employee. Granted I have been upset about the issue but that does not warrant the treatment I received by employees whose job is to deal with customers with grievances. The last call I made the rep told me and I quote, " Well looks like you haven't been very nice on the phone." Are you kidding me? I'm in the customer service industry and I would fire without hesitation anyone who talked to a customer like that. I deal with people 1,000 times worse than me with problems that are so unreasonable its almost impossible to please them. But I do it because they are a customer. I want my money back. Money that was wrongfully taken from me. For this I am being treated like I've done something wrong. Seriously?Desired Settlement: I just want my money credited back into my account.

Business

Response:

This matter was forwarded to the Corporate Offices for further review. The return and credits should have been easier, and we apologize for the confusion. We have further reviewed this matter with managers and consider this matter completely resolved. Problems occurred because of the methods of payment and an unexpected delay in processing a gift card. TheNovember 1, 2014 order for item [redacted] ($99), the men's Wicked Good Lodge Chukka in 11 medium used two methods of payment: a charge for $74 and redemption of a $25 gift card.As a business, we credit returns according to the original methods of payment. When Mr. [redacted] returned the Chukkas, we credited $67.50 (having deducted $6.50 from the $74 original charge) and initiated a new $25 gift card. After Mr. [redacted] contacted us again about his concerns, a supervisor reviewed his thoughts about what occurred as well as representatives' perceptions. On occasion if discussions become elevated or include inappropriate language, representatives may make the difficult decision to conclude calls. Although a representative canceled the $25 gift card refund so that a credit could be issued, unfortunately the transactionwas held for review. The supervisor subsequently approved that action so that the gift card could be appropriately cashedout. Simultaneously, he issued a $25 card credit and a separate courtesy $6.50 adjustment for the return shippingcharge. These two credits along with the initial $67.50 card credit equal the value for the footwear - $99. Our supervisor offered as well another gift card as a courtesy for the problems that occurred. Mr. [redacted] was pleased by thesupervisor’s service and corrective actions, however, and declined that action. [redacted]L.L.Bean Executive Customer Assistant###-###-####, Ext.[redacted]

I and most of my family have been long time LLBean customers, growing up as a child the large majority of my clothing came from LLBean. I have shopped both in the flagship store and in outlet stores, online and out of their catalogue. I have never had a bad experience dealing through LLBean I enjoy many outdoor activities, camping hiking fishing, watersports and skiing, I buy as much of my equipment from them as is possible, and I am always more than happy to wait for an item I have ordered from them even if I could have bought it without the wait. If there is ever an issue with any item they always make it right, if it cannot be repaired, it is replaced-no questions asked EVERYTIME. Some things cost a bit more from this company but anyone who has dealt with a problem from a “bargain” will agree that customer service like one can expect from LLBean is worth the extra couple dollars. All in all it is a great company to deal with.

Review: I received a coat for Christmas from my husband. He had ordered the wrong size. So when I ordered the right size after Christmas I had to wait for a month because it was be backordered. Then I went to wear it yesterday. And the zipper is defective. I went to exchange for a non defective one and that coat has been discontinued. This is poor customer service. I have ordered 3 very expensive coats from your company and this is no way to treat a loyal customer. Free return shipping! Really? What kind of customer service is that.Desired Settlement: I will get a refund on the jacket but that doesn't make it right for the inconvenience.

Business

Response:

Revdex.com Complaint [redacted], [redacted]

In reviewing, the return of a coat identified as a Winter Warmer jacket (item #[redacted]) was returned on 1/15/14. The item returned a Winter Warmer jacket was purchased back on 12/2/13 for $79.00. A credit of $72.50 was applied to the American Express account. An associated return fee of $6.50 was deducted from the original amount paid, which was $79.00. L.L.Bean honored the guarantee as specified. As a courtesy, an additional credit was applied today (on 2/11/14) for $6.50 as reimbursement for the return label fee used.

CREDIT CARD ORDER INQUIRY

01/16/14 [redacted] 72.50 CR

12/03/13 [redacted] 79.00 D

We strive to make returns convenient. Our policy provides a return label but there is a $6.50 fee for the return service; which is identified in writing. All of our customers have the benefit of “free shipping” when placing an order, this does not include freight. L.L.Bean Visa cardholders have the benefit of “free return shipping.”

The Winter Warmer coat (item # [redacted]) was recently purchased on 1/1/14; which was backordered and shipped on 1/22/14 and delivered on Tuesday, 01/28/2014 at 5:00 P.M. To date, this product has not been returned. These two items, a jacket returned and the coat purchased are two different products. I hope this information helps to clarify your concerns.

[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 rebuttal to the customer’s response, L.L.Bean has fulfilled its obligation. As a courtesy, a Winter Warmer Jacket (item #[redacted]) is extremely limited but I manage to reserve this item in the specified color and size (Bright Navy/Small) on your behalf for the exact same price you originally paid ($79.99). If interested, please provide a method of payment where you have already received a credit for this product returned or we can initiate an exchange of the Winter Warmer Coat recently purchased (item #[redacted]) and apply a credit of $10.99; which is the price difference. Please contact me directly at [redacted], extension [redacted] at your earliest convenience.

[redacted], Executive Customer Assistant

L.L.Bean, Inc.

Review: Around the middle of December my husband bought me for Christmas 3 turtleneck. Two white and one black one. It is now almost Feb 1st and all of the turtlenecks has the seam that is unraveling. I have tried to contact customer service and they told me I would have to pay for the shipping back and I only have 30 day money back guarantee. Now the bottom of the turtleneck is bunching up when I wear them. I can't wear them anymore and my husband spent $60.00 for this defective products.Desired Settlement: I would like a refund. I would also take another shipment of a different type of turtlenecks though if a replacement is available.

Business

Response:

I contacted Ms. [redacted] and after review she discovered the turtlenecks were not purchased from L.L.Bean.

Executive Customer Assistant

[redacted] X[redacted]

Consumer

Response:

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.

Review: I was told that they were unable to process credit as they did not know what was in my returned merchadise bag.Desired Settlement: CREDIT and better customer service

Business

Response:

Our Returns department processed the package on 12/30, and card credit for $217.60 was submitted by our bank. Mr. [redacted] will see this credit in a subsequent bank statement.

L.L.Bean

Executive Customer Assistant

800-341-4341 Ext. [redacted]

Consumer

Response:

With reference to complaint, while I recognize that the credit has been made, it does not excuse the poor customer service on both L.L. Bean’s part and Barklay’s Bank. I have written to both Mr. [redacted] and Mr. [redacted] regarding the insulting service I had. See attached.

Review: For months my daughter has been yearning for a pair of the L.L. Bean Women's Bean Boots. I decided to make the purchase for her as her primary Christmas present for the holiday. I placed the order on October 11, 2014 for a narrow, size 6 pair of Bean Boots. At the time of the order, they were backordered until December 10th and I was aware of this but did not have a problem with it. In an envelope postmarked December 2nd from L.L. Bean, I received a $20 gift card apologizing for the further delay of the boots. The note that accompanied it stated:

We're sorry for the delay. Due to extremely high demand, your order for L.L. Beam Boots was further delayed. We apologize for the inconvenience. We know how frustrating waiting can be, and we truly appreciate your patience while our stitchers in Maine are hard at work handcrafting more boots. In the meantime, please accept this $20 L.L. Bean Gift Card towards your next order as our way of saying thanks. We make our boots right, not fast, so while you may have to wait a little longer to get yours, we promise it is worth it. (It was then signed by Raina Maxwell, the VIP Customer Satisfaction and Customer Advocate)

I informed my daughter of the letter and she was willing to wait a couple weeks longer and I thought it was a very sincere gesture made by the company. It was not until on December 13, 2014 that I received a call from L.L. Bean Customer Service informing me, keep in mind just a week and a half before Christmas, that my order had been canceled on December 11th. I was in shock and more importantly confused. I asked why they would cancel my order and they informed me that by law, they must give the customer approval on whether they still would like the product if they are backordered past a certain date. They told me that they sent a postcard on October 24th saying that if I did not respond, my order would be canceled.

My first inquiry is the honest fact that I never received the "postcard". I am very adamant about my mail and pay very close attention, and I never received this postcard. It could have been an issue of getting lost in the mail, mis-delivered, or maybe never even sent. A wiser decision would be to possibly send an email or a phone call to confirm a cancelation. My second issue is the fact that, if they did cancel my order, why would they send me a $20 gift card just two weeks before the phone call notifying me of the delay and promising that my order would be fulfilled as soon as possible. My last problem is that they notified me two days after canceling my order. Why couldn't they have called the day of, or even better, before they canceled my order? None of the information that they are relaying to me fits together. It seems as if there could have been some mistake in customer service and are pinning it back on the customer.

After lots of discussion with a variety of different employees of Customer Service, they finally told me that the only thing for me to do is to replace the order and be put on the back of the waiting list until March 19th or later. This is unacceptable to me and a disappointment considering how upset my daughter will be when she does not receive her main Christmas gift. I left my number and asked that they have someone in charge of the company give me a call and they have yet to do that. I understand that this is a busy time for them, but they clearly were not keeping their customer in their best interests. I do not deserve to have my name put at the end of the waiting list for a mistake made by Customer Service.Desired Settlement: My only desired outcome is to receive the shoes in the placement that I purchased the product. I do not want to have to reorder and be put back at the end of the waiting list for a mistake that I had no control over. After all that I have had to go through with Customer Service, they should take responsibility and put my daughter's shoes in the placement that they were in and not back at the end of the list.

Business

Response:

I have successfully resolved this matter. I left a message for Ms. [redacted] asking her to call me.[redacted] Executive Customer AssistantL.L.Bean, Inc. [redacted], Ext. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I purchased an LL Bean backpack a few years back and the inside lining was peeling. LL Bean supposedly stands by their product and commits to 100% satisfaction per their website: http://www.llbean.com/llb/shop/799?page=our-guarantee&subrnd=1. So I sent it to LL Bean with a return authorization as instructed by an LL Bean representative (I paid for the shipping myself, $6.50) and was then told that my backpack's model is no longer being sold. So I picked out a backpack that looks EXACTLY the same as my original backpack (same color and all), though obviously it was just an updated model of the LL Bean deluxe backpack. Because of this, LL Bean only gave me $18.95 credit for my original backpack plus $5 for the monogramming, but the "new" modeled backpack was $39.95 plus tax, costing me $18.70 for the new backpack. On the invoice, it even states the description of both backpacks is the "LL Bean Deluxe Book Pack" but the model numbers simply vary. (I have this invoice if it would be helpful in alleviating this matter.)

I have never heard of a product satisfaction guarantee working in this way, and it comes off as very deceptive to me. If a product is no longer available, an equivalent model of the product is usually returned to the customer in its place. Just because the model numbers differ, the product remains the same and I do not feel I should have been charged $18.70 for this replacement bag. Had I taken it to a store (the closest one was an hour away at the time), I'm confident they would've exchanged it for the closest match they had in inventory.Desired Settlement: I am requesting a refund for $18.70.

Business

Response:

Revdex.com Complaint

[redacted], [redacted]

In response to the Revdex.com complaint, a credit was processed to the credit card account (on the original method of payment) for $18.70, the difference of the exchange on the new L.L.Bean Deluxe Bookpack. Our return policy requires original receipts; otherwise, we will honor the last known price. The merchandise returned was a discontinued model of our older version of the Deluxe Bookpack (now valued at $18.95). As a courtesy, the difference was reimbursed to the customer as well as the $6.50 for the return label fee; the total credit applied to the credit card was $25.20.

[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 satisfy my issues and/or concerns in reference to complaint.

Review: April 6, 2014L L Bean Financial Acct Ser [redacted]

RE: cr [redacted]ear LL Bean and Revdex.com(s),I write on behalf of my mother in law, [redacted], who at 85 years of age is being harassed by LL Bean for a product she "originally" ordered, and when she was sent the wrong item, sent it back; yet LL Bean continues to try to take monies from her.On 12/231t 3 she ordered an item : "solid double layer thermal pants"The order was received around 12/2613, however it was not pants, but a small childrens jacket. My wife called LL Bean and explained this as the wrong item. LL Bean was to have sent her a return label to send this back by the [redacted], however the label was only for [redacted]. Nonetheless, she had to get someone to take her to [redacted] to return the item since there's no [redacted] in [redacted]. LL Bean did send a replacement garment that was correct.On or about 1/31/14 [redacted] received another bill from LL Bean's financial accounting services in ** to state she owed $ 26.27.Again my wife called LL Bean and talked to "[redacted]" who stated she would take care of this and obviously she didn't, Since on 3/28/14 [redacted] received another bill from your financial office dated 3/25/14.THIS IS WHY I am contacting the [redacted], [redacted] and [redacted] Revdex.com's to seek help in this matter. I am asking that you contact LL Bean and help clear this matter up.LL Bean and your financial services; I ask that you cease and desist harassment of [redacted]. She followed your instructions and at her expense returned the item that YOU MISSENT. YOUR MISTAKE and she should not have to pay for this. She should be relieved of this debt.I will ensure that she, or my family, NEVER do business with you again.Please let me know what you decide on this.Have a nice dayJames [redacted]Desired Settlement: billing adjustment

Business

Response:

Although [redacted] mailed her item last February L.L.Bean never received it.

For this reason a bill continued to generate. ?

On 4/3 L.L.Bean cancelled [redacted]'s bill for $26.27.

Review: I purchased a down jacket (item# [redacted]) on 11/6/06 from LL Bean.

I recently returned the jacket for a REFUND on 11/29/14 --defective product zip broke.

In the returned package I made copies of all original paperwork from 2006 purchase and enclosed with Return/Exchange LL Bean Form and label printed from website. I asked that LL Bean contact me for the Credit Card to apply $73.31 refund once return was received/processed.

On 12/6/14 I received a call that my return was being processed by LL Bean and that they needed my Credit Card for which to apply refund of $73.31 to. I called them back and gave them the Credit Card information and was told the refund would be posted on 12/7/14.

As of today --1/6/15 -- I called #1-800-441-5713 looking to find out where my refund it. I do not have a credit showing on my Credit Card nor does LL Bean show a credit for this return under my name\account.

However --my sister [redacted]'s LL Bean Account [redacted] has been credited to a credit card she happen to use on her last order.

**THIS WAS AN UNAUTHORZIED TRANSACTION AND BREACH OF PERSONAL INFORAMTION**

How do they credit an account for a DIFFERENT PERSON, ADDRESS and CREDIT CARD based on a LAST NAME resemblance?!

**I AM OUTRAGED AT THIS OUTCOME**

I have been trying all night to get my account credited and this matter resolved. I am getting nothing but attitude and they will not speak with me on this matter since all transactions are under my sister's account and not mine. My sister tried calling as well ---she was told to just write me a check for $73.31 that was credited to her account instead of making this matter more complicated. EXCUSE ME?! This is ...Unacceptable Behavior!

Thank you for your time and efforts!!Desired Settlement: I want a REFUND check in the amount of $73.31

Business

Response:

We apologize for the mix-up that occurred. Both [redacted] and [redacted] are listed at the same household address; however, Ms. [redacted]'s instructions were clear and should have accurately been followed. A refund check for $73.31 will be processed and sent today as requested. I have shared details of this service failure with the appropriate managers here.[redacted]Executive Customer Assistant###-###-####, Ext. [redacted]

Consumer

Response:

I accept the refund check and appreciate you prompt action on this matter.FYI... your records should reflect that I have my own account under my WILLOWBROOK address and my sister [redacted] has her own account under her OAK LAWN address. 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.

Review: I had a few items I have had throughout the years that I returned from L.L. Bean. Some were pretty poorly made and I wasnt satisfied with them so I mailed them back. So in deed have tags torn off and such. So when I got a call from L.L. bean regarding my return I spoke to a very rude customer service lady that kept making implications that all the clothes I got were from thrift stores and continued to laugh at me when I said she was being rude and unprofessional. I spoke to a supervisor who granted my returns. But after a few days I felt that I wasnt satisfied and was belittled and mocked and became very upset again.Desired Settlement: I would like another 100 store credit because I felt that how I was treated deserves compensation. and anything under 100 would be an insult

Business

Response:

L.L.Bean Returns staff discussed our guarantee and the products sent back by Mr. [redacted], and under the circumstances , awarded a gift card. The service we provided was professional and friendly, and we consider the matter resolved. No additional gift cards will be sent.

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.

l.l bean awarded me a gift card due to items I returned. NOT because of there unprofessionalism. therefore there response to the matter is not going to be accepted by me. they are trying to avoid the matter in hand and that was being very rude

Review: I placed an online order for a product on 11/27/2014. The product was (1) GoPro Hero 4 Silver Edition. The regular price for this item is listed as $399.99. I only ordered this product from the company because the company was offering a 10% discount. I added the item to my shopping cart. I entered the promotion code [redacted] and 10% was deducted from the regular price. I placed the order AND received a confirmation email that stated I was paying the discounted price of $359.99.

On December 1, 2014, I received ANOTHER confirmation email stating that I was being charged full price. When I called to try and cancel the order, I was told by customer service that the order was already being filled and it could not be cancelled.Desired Settlement: Since the company charged me full price, $399.99, after I already received documentation that I would only be charged $359.99, I would like a $40 dollar refund for the product I purchased.

Business

Response:

On Nov. 27 Mr. [redacted] submitted L.L.Bean Order# [redacted] on our web site for (1) GoPro Hero4 Silver Edition Camera @ $399.99. This order was later canceled on Dec. 3 at the customer's request. L.L.Bean has submitted both a $399.99 PayPal original charge and a $399.99 PayPal offset credit. Mr. [redacted] had expected a 10% LLB-listed discount to be applied. His web order Checkout Total and initial email order confirmation both showed this $40.00 discount was applied. However, another LLB email was received four days later stating his camera's price would be (a non-discounted) $399.99 Several promotion exclusions are disclosed under Details on our site. Certain products are not discounted, according to our agreement with vendors. The Go Pro Camera exclusion is included among select boats, optics, knives and tools listed in our Terms and Conditions. There is no further automatic systems notification of these exclusions before an order is submitted & processed. Due to our delayed customer notification of this promotion exclusion - LLB will honor the $40.00 discount on this single item this time as a courtesy. Mr. [redacted] would need to place a new order and may do so by contacting me. I will then process the 10% courtesy discount for the GoPro Hero4 Silver Edition Camera @ $359.99 We continually update our shopping site and promotions. We ask all Representatives and customers to abide by our disclosed promotion Details. If submitted orders are not processed as expected; customers should contact us with questions and we will verify the order details. Sincerely,[redacted]Executive Customer Assistant[redacted] ext [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I have been a L.L. Bean customer for over 30 years, and am shocked that I now have a problem. This company used to be one of the best. This is what happened:

I returned one pair of linen shorts, and one pair of crop pants to L.L. Bean. The items were never worn, and were still in their plastic bags.

The debit card that I used for this order is longer being used because I switched banks, and now use a different bank and a different debit card.

L.L. Bean tried to send the refund to the old bank, and because I no longer have an account there, the bank returned the refund to L.L. Bean. (I called the bank to verify this).

The L.L. Bean order info, and the bank info are listed at the bottom of this letter.

I have called L.L. Bean numerous times, and explained that the bank returned their refund, as I now use a different bank, and so I now have a different debit card. The response that L.L. Bean always gives me is the same....I am told that they have not received the refund from the bank, and so they will not send a refund. L.L. Bean owes me a refund of $79.90. I don't think they have any intention of refunding this money, and I don't know what to do.

The L.L. Bean Returned order # is [redacted]. L.L. Bean received the return on March 1, 2013. The bank where L.L. Bean sent the refund is Capital One Bank, located on Fresh Pond Road, Ridgewood, NY 11385. My account there was in the name of [redacted].

Please advise me what to do, as I want my refund from L.L. Bean without any more delays.

Sincerely yours,

[redacted]Desired Settlement: I would like a refund check sent asap.

Business

Response:

L.L.Bean's business practice is to reimburse the original method of payment on current orders. If the account is closed, customers are asked to contact the card issuing bank. Ms. [redacted] said that she believed her previous bank, [redacted] reissued the credit to L.L.Bean; however, no refund has ever been received by our finance department. As a good faith gesture I have sent a refund check to Ms. [redacted] for 79.90.

Corporate Offices

1-800-341-4341 x[redacted]

Consumer

Response:

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.

Thank you for getting L.L. Bean to do what they should have done nearly one month ago...which is to rightfully issue my refund check. I appreciate the help from the Revdex.com.

I purchased a pair of slippers online and they ripped. I returned them and this is where the nightmare begins. The original purchase was partially made with a gift card in the amount of twenty-five dollars. I was charged the full price ($99) of the replacement product and assured that I would receive a refund (less shipping cost $6.50) of the replacement. Instead I was credited $67.50 and a $25 gift card was mailed to me. I called to company and had to explain the mistake several times to different customer service representatives before someone finally understood what I was talking about. I was then told (well lied to) that I would have to wait for my $25 refund until the gift card arrived in the mail. I waited five days and never received anything in the mail. I called the company again and was told that it was on the way. When I finally received the gift card it was postmarked the day of my second call which means that it wasn't sent until I called asking where it was. So I call them up to get my money back and had to explain to another rep that I wanted a monetary refund not a gift card and she proceeds to tell me that it is not possible. I explain yet again how I was charged full price for a replacement product (which by the way LL. Bean says is SATISFACTION GUARANTEED!!!what a joke) that was originally purchased with a gift card. She finally agrees to refund my money and instead of asking anything about the gift card that I was told I had to wait to receive she supposedly puts the credit in the system and cancels the gift card. The rep who told me I had to wait for the gift card in the mail LIED to me and then didn't even send it. When it arrived I didn't even need it. So now a week later the gift card is cancelled and I still have no money! This is the most aggravating part. The money should appear in my account instantly or the next day because the purchase was made on a debit card and it still has not shown up. This has been confirmed by my financial institution. I've called LL. Bean several more times and have been treated with absolute disrespect by almost every employee. Granted I have been upset about the issue but that does not warrant the treatment I received by employees whose job is to deal with customers with grievances. The last call I made the rep told me and I quote, " Well looks like you haven't been very nice on the phone." Are you kidding me? I'm in the customer service industry and I would fire without hesitation anyone who talked to a customer like that. I deal with people 1,000 times worse than me with problems that are so unreasonable its almost impossible to please them. But I do it because they are a customer. I want my money back. Money that was wrongfully taken from me. For this I am being treated like I've done something wrong. Seriously?

Review: LL Bean misleads potential customers by deliberately and intentially "cherry picking" reviews published on their website, that consumers rely on to make buying choices. The head of customer relations informed me that LL Bean instructs their independant service (who publishes said reviews) to reject ANY review that states (factually) that a product was manufactured outside USA...even when foreign manufacture is at issue due to shoddy garment construction and finishing. This is dishonest and constitutes fraud. I want this company to allow reviews from customers who complain about garments outsourced, when this is an issue with quality. I want LL Bean to stop "cherry picking" reviews and publish HONEST opninions of customers. If LL Bean products are low quality, potential customers need to know this and WHY.Desired Settlement: As so stated above...LL Bean needs to clean up their act and STOP "cherry picking" reviews from customers warning potential customers of quality issues with foreign made garments. LL Bean needs to start being honest on their website and allow reviews that are unflattering, as well as those that are complimentary. Potential customers may have objections to foreign manufacture of garments due to huge potential of inadvertent financial support of sweatshops by buying clothes made outside USA. LL Bean is going to ALOT of trouble to HIDE their outsourcing. I demand this stops now and that LL Bean allow honest reviews, even if said review states...not made in USA.

Business

Response:

In the past several weeks, responses to Ms. [redacted]’s concerns have been provided by Customer Service representatives, by the President’s Office, and by our Public Affairs manager. We have explained that positive and negative comments about merchandise are accepted by the third-party, independent reviewer that objectively handles this information. L.L.Bean does not receive or edit comments. The Ratings and Reviews are specific, and comments are accepted when they are explicitly about the product.It is not the intent of the reviews that appear on specific product pages - to discuss political issues or post comments that are not about the merchandise. The review forum will reject such comments as inappropriate because they are not focused upon the product’s integrity or performance. Representatives have the resources available to answer questions, and customers may contact Customer Service at [redacted] and to ask about product specifications, country of origin, or explore other concerns. With these answers, customers can decide if the merchandise will meet their needs and if they wish to shop with us. [redacted]Executive Customer AssistantCorporate OfficesL.L.Bean, Inc. [redacted], ME [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.

The review I attempted to have posted before I made complaint to the Revdex.com is attached as a PDF doc with comments. After I notified [redacted], Public Relations Dept. of my intent to file a claim with the Revdex.com – a day later I received an email from their “independent service” that they published my review…what a surprise !!!

My review did not change – it was the same review that was rejected due to “not adhering to their guidelines”. There is NOTHING in said guidelines that prohibits statements about garments being manufactured overseas and as a result – quality is now poor. LL Bean and their “Independent Service" are NOT following their OWN guidelines. LL Bean is trying to conceal the fact that their garments are now shoddy as the result of being made overseas. They ONLY posted my review, due to this complaint. LL Bean is committing FRAUD. I also reference another LL Bean customers complaint that LL Bean's "Independent Service" re-wrote her review to suit their agenda. AGAIN FRAUD !!!

Let's see what the Corporate Toadies at LL Bean do with this rebuttal. Let them explain WHY and HOW my review was REJECTED first then POSTED after this complaint??

Review: I backordered a pair of shoes, the [redacted], in March. Before I ordered, I asked a representative about the sizing of the item, based on a previous purchase. He advised me to order a size 9, but when the item arrived, it was so small I had difficulty getting my foot into the shoes.

On the website, it states that $6.50 will be deducted for returning an item (for shipping purposes) . However, I cannot find where it specifically states this for EXCHANGES. I called up customer service, and they noted that if I exchanged this item for a larger size, the $6.50 would still be deducted. Given that I waited 2 months to receive the item, and would have to wait more several months to try on another pair, since it's out of stock, I am extremely disappointed that I would have to pay $6.50, and wait 4-6 months just to wear the correct size.Desired Settlement: I have two requests. First, I believe the exchange of the item should be free, given that it's constantly out of stock, and the customer representative was not helpful in finding me the correct size. Secondly, the company should clearly specify that EXCHANGES, in addition to returns, are charged $6.50.

Business

Response:

- Called Mr. [redacted] on July 24 & left a phone message. - Have advised him of processed return and full $80.10 credit with no return label fee. - I provided him an alternate Item number for our [redacted] and suggested he consider a Wide (EE) width on his next footwear order. Requested Mr. [redacted] call us if he has any further questions.[redacted]Executive Customer AssistantL.L.Bean[redacted]

Consumer

Response:

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. In addition, I am confused as to why the Revdex.com processed this complaint and forwarded it to the company. I called the Revdex.com within 2 days of filing the initial complaint, and notified them that I resolved the issue on my own. I appreciate the help, but it was unnecessary to take further action against the company.

Regards, [redacted]

Review: I order shoes from ll bean. one year later they are worn out so I contact ll bean to send them back. when I call the csr I had to purchase another pair of shoes while I was returning the old pair. so I give the csr a new card number to charge my replacements to. NEVER was I told that the refund would be credited to the original card used for the original purchase. said card had been closed due to a bankruptcy. when I contacted ll bean looking for my credit they said it was credited to the original card anyway as per some law. I then went round and round with ll bean wondering how they are by law suppose to issue credit to a card that had been closed or had been reported stolen. I got nowhere. now ll bean is saying they cant do anything for me. they issued credit and i'm just out of luck. the dispute will have to be reviewed by the office of the president and they would be contacting me. I have never received

not one call from ll bean and only have this information because I repeatedly called them. their motto should be 0% satisfaction guaranteed.Desired Settlement: or a second pair of shoes because i've been charged for two pair

Business

Response:

L.L.Bean follows standard business practice and processes credits that correspond with the appropriate credit card originally presented as payment. When Mr. [redacted]'s return arrived, it was matched with the original order details and listed the card used for payment in 2013.

In this case, he placed a new order using a different card. I understand the confusion and apologize that our representative didn't more carefully review what would occur. I have also honored Mr. [redacted]'s request and credited this card in the amount of $59.00.

Executive Customer Assistant

[redacted] X[redacted]

Consumer

Response:

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.

Review: I made an order on 11/08/2014, first item would be delivered by 11/12/2014, the other one was back-ordered. However, until 11/12/2014, I still don't get any tracking info for 1st item. So I chatted with customer service to get that info. Unfortunately they told me the order was still pending due to busy holiday. That is not excuse. Since in their email they wrote "100% Satisfaction Guaranteed since 1912", the first item " Will arrive by Wednesday, November 12, 2014", obviously they break their words.Desired Settlement: Delivery the order and return half price of the product as delay fee to me.

Business

Response:

I checked further with managers here. There have been a significant number of orders for this Go Pro Camera withfraudulent gift cards applied as payment. Every order that has Discover Gift cards as full or partial payment mustbe verified with Discover. We apologize for the delay. We have received the required payment verification from Discover, and the order has now been released. It is scheduled for delivery by next Tuesday. [redacted]Executive Customer Assistant[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]. Please add your rejection comments below.

[If you are rejecting the business's response please enter your rejection comments here.]

Now I understand why it is delayed, however you should tell me when I called in. On the phone I asked the reason many times, the representative just let me wait without any excuse. I was extremely disappointed. First, I expected to get this early to make a shot with my friends when we went out for ski. Now it's too late. Second, the attitude was annoying, making me very uncomfortable. It seems I was begging you for selling me the stuff.As I required, refund me half of price as delay fee.Regards,

Business

Response:

I replied previously and provided the explanation as to why the payment method had to be verified before shipment could occur. We understand and apologize that the order did not arrive by the expected day.We cannot discount the purchase price further for the Go Pro camera. If Mr. [redacted] wishes, he may return it according to our guarantee for a complete refund.[redacted], Ext. [redacted]

Review: I purchased a hiking backpack as a gift. The person could not use the gift and I came across it some months later when moving. I could not find the receipt but took it to LL Bean to return it or exchange it for something I may actually be able to use. I informed the saleswoman that I could not find my receipt and was it possible to return, if not I understand. After collecting all my information for a cash purchase, and searching through the database for my credit card, she told me, you can absolutely return the bag, but I can only give you store credit since you do not have a receipt. I was given a return gift card for the amount of the bag. Two days later I received a letter in the mail stating that in the past they had processed numerous returned items for refund or exchange from me and that I would need to provide a receipt or proof of purchase for any future returns. I called the Loss prevention regional manager, because this is the first and only time I had purchased anything from LL Bean and the only time I had returned something. I left a message and waited over 2 weeks before I received a response back. In the meantime I went to the store and was told that I could not use the gift card because there was a hold on it. Once I spoke with LL Bean they informed me that they had found security ink on the bag and begin questioning me on where I had actually purchased the bag because they did not think I purchased it in the store that I had said. They also asked me why I was hesitating in answering questions, even asking if I stole the bag and just wanted the money for it. This interaction alone was degrading, especially since I provided more than enough personal information to the saleswoman for a return. I proposed could they have the wrong person. I asked them to show what other items I had returned since I never purchased anything from them ever to return except for this bag, and they could not provide that information. I was told that they had to look into the issue further. I was also asked what was my desired outcome. I told them that I should have the bag returned to me or the hold lifted on the gift card. He stated that he would see where the bag was and that was a reasonable request.

It has been over a month since I have spoken with anyone, and I'm told only one person can help me. That person has not returned my phone calls after multiple messages have been left.Desired Settlement: I realized that I did not have a receipt and I asked up front if it was possible because I did not have my receipt. Since I was told yes and the merchandise I HAD purchased was taken from me and I was given a gift card, this return should be honored. As it stands right now, I do not have the merchandise or the money I spent on it, essentially making a generous donation to LL bean that I did not authorize. If they had said that I could not return the bag because of not having the receipt, I still would have something to show for the amount of money I spent. They accepted the bag, and I have no control or knowledge of what happened to the bag once it left my hands. I would also like to know what purchases and returns they are alleging. I received this letter just 2 days after I was in LL Bean, but they can not communicate with me for a month, or prove the allegations in their letter.

Business

Response:

10/24/13 Revdex.com reply

It is my understanding that Ms. [redacted]'s giftcard was reactivated and later used on 10/21/13 at the [redacted] store. I spoke with a member of our Loss Prevention team and was told that Ms. [redacted] is still required to show receipts or proof of purchase when returning items to us by mail or at our stores. In the future we will not be able to process her returns without this information.

Corporate Offices

[redacted] X[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 am satisfied with LL Bean reactivating my gift card for the accepted return, I am not satisfied with requiring a receipt for returns in the future. L.L. Bean states in writing that I have returned multiple items without a receipt. This is simply not true. Not only can customer service not find a single transaction, they have not provided me with this information as requested. This leads me to believe that LL Bean does not want to address the mistaken identity and just penalize me with no proof. They are not living up to the 100% Guaranteed satisfaction that they swear by. This was my FIRST PURCHASE EVER from LL Bean and I am not comfortable or deserve to be discriminated against. I am being penalized because they do not have an explanation, and have avoided giving me one. I do not feel like I should be held to a lesser standard because they get a "feeling". The fact that I associate with L.L. Bean employees and they said the way I was treated was unexplainable, especially when have upheld the 100% guaranteed satisfaction to patrons who have returned items worn for years with no receipt, no questions asked, and no contact information, makes me quite disappointed in the way that I have been treated by LL Bean. As previously stated, I would like my prior proof of purchases that my letter [incorrectly] explained.

Business

Response:

Although we appreciate Ms. [redacted]'s perspective, we support our Finance department's decision to require proof of purchase when returning items to us by mail or at our stores.

Corporate Offices

([redacted]) [redacted] X[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.

I will be happy to provide proof of purchase, when LL Bean does the same. I never shopped there before, and the discrimination is not a perspective but a fact. You have tarnished my name without proof of anything. Your finance department actually said, "did you just want the money for it". That's how you treat people, and that is the behavior you support? Its deplorable. You have also prevented me from clearing my name, which as you state, has been abusing the system. Thank you for your time in not reviewing my case. The fact that you can not provide me with any prior purchase info, proves that you have no basis for your accusation, and you have just slandered my name.

Review: bought wool sweater online a few years ago. a 5 inch hole developed in right elbow . store says 100% satisfaction guaranteed. when I sent defective sweater back they only want to refund 28.99 saying it went on sale and I don't have receipt. whlie it is true I don't have receipt I did pay 62.48 for item. they claim their records go back to 2009 and can't find purchase? I bought item after 2009.Desired Settlement: for 33.49

Business

Response:

We have honored the customer's request of a full credit for the original price of the sweater.

Consumer

Response:

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.