L.L. Bean, Inc.

Review: size ** red winter jackets zipper is broken.Desired Settlement: a $100.00 gift card mailed to me.

Business

Response:

2/12 I left a message offering to assist him and did not hear back.

2/14 I next sent an email explaining that we stand behind our products and encouraged him to return the jacket to our store or by mail to our Returns Department in Freeport, Maine. We would not typically issue a gift card under such circumstances. As our Satisfaction Guarantee makes clear, we are glad to exchange the jacket or, if no longer available, issue a refund to the original method of payment.

2/15 Customer replied: I WILL TAKE CARE OF IT. THANK YOU. [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.

Review: On November 16, 2014 I placed an order for Bean Boots as a gift for my wife. The boots were originally on back order until February 2015. I had completed the order using PayPal. Between the time the order was placed and was due to be completed the credit card on file with PayPal was stollen. A new card was then added to the PayPal account. Also during the time between when the order was placed and was to be completed I received notice from L.L. Bean that the backorder delivery had been pushed from February to March 2015. On February 22nd I received a voicemail from an L.L. Bean representative . They were trying to process the order and having trouble processing the payment. I returned the call and spoke with the representative who informed me of the issue. I explained the situation with PayPal and asked if I could provide them with another card for payment. I was told they could not do this and that they had a task force that was working on issues with PayPal and that I would receive a call about this. I asked if the order was going to be cancelled because I had been waiting for the boots since November. I was informed that it would not be canceled. I contacted PayPal after this conversation with the L.L. Bean representative to get the situation on that end taken care of. I then called back the L.L Bean representative and asked that they try to process it again. I was told it was still not going through on their end but a note would be put in the system to show I had spoken with PayPal. After that conversation I never received a phone call. I contacted L.L. Bean on the 4th of March at which time I learned that the order had been canceled. I was transferred from the initial representative that answered to the department they said could help me. The next representative then told me I could just replace the order. The boots are currently back ordered until June 2015. I explained I had been waiting for this order since November. I was then told that I would be transferred to the original representative I had spoken with on February 22nd. After waiting on hold I was hung up on.Desired Settlement: I would like to receive the boots which I ordered back in November in a timely manner.

Business

Response:

I worked with Mr. [redacted] this morning to resolve this matter. I reviewed the problem that occurred and confirmed that we will complete his boot order promptly. I obtained correct payment method and processed the order through our retail division. As agreed, we will also expedite the delivery to him.[redacted]Executive Customer AssistantL.L.Bean, Inc.###-###-####, Ext.[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.

Regards,

I received an email from llbean featuring a sale on jeans. I attempted to order two pairs of fleece lined, size 37x30, and when I clicked on the Quick View, it showed the sale price to be $39.99. However, when I attempted to check out, the cost was $59.99 each. I talked to their customer service, and they told me the only ones on sale were 46 inch waist.

I was sent an L L Bean catalogue with a 15% off coupon. There was supposed to be a code that was printed on it, but they failed to do so.

Customer service was condescending and gave me the third degree. It took nearly a half hour of explaining before they would believe me. Then they said that the code was "computer generated" and they couldn't offer me a new one.

I contacted customer service by email, and all they would do was offer me a code for 10% off which was published on the site anyway.

Not at all acceptable.

Review: I made a purchase with LL Bean today and they offered me 15% to open up a credit card. I was never told there was contingencies associated with the purchase. After input, the application required further investigation. I have paid all bills on time and have a 0 balance with a credit card of the same bank , Barclay bank. It was quite embarrassing. Demoralizing in and of itself, however, when asked if I can still get the discount I was told it was not possible. I would have been fine with a discount on a future purchase of equal amount, but that was not possible either. So now I have a card with no discount.. I believe this was false advertising to get a card and not have a advertised discount even after the fact. without explanation. I thought more highly of a good company like LL Bean.Desired Settlement: I think it is unfair to offer something and then take it back because of some unknown issue, when I have a card with the issuing bank that I pay off every month in full. I would like a explanation, change in policy, and apology for the embarrassment involved.

Business

Response:

I called and left a message for Mr. [redacted].

I apologized for the confusion that occurred when he applied for the L.L.Bean VISA card at the [redacted] store. I agreed to have a refund check for 15% of his $107.68 order prepared and mailed. The $16.15 check processed today.

Corporate Offices

L.L.Bean, Inc.

[redacted], ME [redacted]

###-###-####, Ext. [redacted]

Review: My mom bought a backpack in 2003 from LL Bean for $60. It lasted a long time but the top tore off so I sent it in due to guarantee that product will last or you can send it back in. I did this and I did not have the receipt but I gave my information and my moms so they could find it easily. I sent the forms in with label provided by ll bean. About 4 weeks later received a letter and check for $ 24.95 because the product is no longer available. I knew that but thought they would send a comparable model but a amount that my mom paid. I called in a they told me they could not find the my parents information as they only keep five years back.Desired Settlement: I want a backpack that is comparable or my old backpack back as $24.95 is not worth it.

Business

Response:

Return Policy: Customers returning merchandise without a receipt and no record of the purchase will receive a refund for the lowest known retail price shown in the system.

I understand the item returned, which was a Turbo Transit Pack on 11/14/13 is discontinued. According to our current return policy the customer received a refund check for the determined value of $24.95 for the Turbo Transit Pack.

???

Resolution: We currently offer the Turbo Transit Pack II (different item number, style, and price point); not in the purple color returned. The colors available presently are: ash bark, deep aqua, or orange pekoe; remaining colors are backordered until later dates. If you would like the product replaced, I can apply a stop payment on the refund check issued and expedite the product in the color choices I have provided to you. If I can assist you further, please do not hesitate to contact me directly. 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 satisfy my issues and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved. I accept the backpack in the ash bark.

Review: On January 3, 2013, I returned a sweater that I purchased from L.L. Bean. Not having received a response from L. L. Bean as of January 11, 2013, I called and asked when I would receive notification of the receipt of my return and when my credit card would be credited with the cost of this item, less return shipping charges. I was told that L.L. Bean's return process takes "around two to three weeks". When I purchased this item, I was charged for it as soon as it was shipped out. Two to three weeks is an unreasonable period of time to have to wait for a refund. L.L. Bean needs to hire more personnel to handle returns during the holidays, rather than impose this unreasonably long delay on its customers. This is very poor customer service, but it saves the cost of some salaries for L.L. Bean.Desired Settlement: I want the amount I was charged for the sweater in question, less return shipping costs, to be refunded to my credit card within three business days from the date of filing of this complaint.

Business

Response:

Mr. [redacted]'s return was processed 1/13/13, which is within the published time frame.

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: On 1/4/15 I placed two orders. One shipped to my address, and on gift to Ohio. I spelled out the street address and apt. #. When I rec'd the confirmation, the street address to OH was incorrect. So I called to correct it. They assured me it was done. Delivery date was Thurs. I called again. They assured me corrections were made. Friday, no delivery.No updates on the UPS Tracking, only that "sender" corrected address. Apt.# was either omitted or incorrect. LL Bean emailed me that the package was at a UPS Hub in [redacted]. I called LL Bean again, to asked them to contact UPS to find out why this was not delivered today, if all the info was corrected. UPS called me Friday eve. approx. 6:00 PM to say, the apt.# was not given, and they wanted to confirm the correct information with me. They said they would try to deliver Saturday, but,in might not be until Monday. This is unacceptable. I have several emails I can forward to you from LL Bean telling me this was resolved.One stated the tracking would show updated delivery info. It only stated that they are trying to correct the address with sender. I made calls for five days to LL Bean to contact UPS. An email dated today 1/9/15 states UPS usually delivers until truck is empty, and the LL Bean Supervisor was assured it would be delivered at the end of the day today.Apparently, the Supervisor didn't inquire about the correct address and apt.#, only about delivery. The next email said they left a message on mytelephone. There is no message from LL Bean from today, yesterday, any other day. One email reads, I see that the package is currently at a HUB in [redacted] and the address has been updated for delivery. This is unacceptable customer service. Each email was the same. But, the package never left the HUB., even when the Supervisor claimed she called UPS.Desired Settlement: I feel I deserve an account credit for the five days of phone calls and emails made to LL Bean for not resolving this with UPS. I asked them to remove my name from the mailing list and not share my address with other companies. I do not wish to order from this company again, even though the quality of their home-goods are great. This was not the first time there was a problem with ordering.

Business

Response:

Jan. 4 L.L.Bean Order# 0[redacted] was shipped Jan. 5 via UPS Ground to an incorrect recipient address (wrong street name). On Jan 5 we contacted UPS to correct the delivery address. A follow-up UPS contact was made on Jan. 7 to add the Apt#. We have confirmed this order was delivered to the correct recipient on Jan. 10 (2 days beyond our quoted date). I called Ms. [redacted] to apologize for our order processing error and subsequent delivery delay and assured her the recipient's address was now corrected in our records. A courtesy gift card was previously sent to Ms. [redacted]. Our customer thanked me for calling her.

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. Regards,

Review: This needs to be reported. It is not fair to customers. I'm also sending a copy of this email to the Revdex.com representing my area. Please act on this.

On the LL Bean website, customers are not allowed to post negative (1-star) reviews in their own words. My words were completely changed by the LL Bean staff when I tried to post a negative review on a tee-shirt page (ITEM # [redacted]) - and "their" version is not even where I tried to post it.

LL Bean's version is posted at ITEM # [redacted] - which shows the same model in a slightly different pose, but I found it. It took over a half hour for me to actually find where they posted it. This has happened several times before now and it is an egregious, dishonest business practice to all the consumers who trust this company to post honest, helpful reviews of products.

Personally, I am furious at this deception. LL Bean invites consumer reviews, but negative reviews are altered completely and placed elsewhere on their website - on a similar page and a similar product, using a similar photo of the same model wearing the item - and falsely posting my review using a 2 year-old date.

I am a 60 year-old grandmother and I am not a vulgar or dishonest person. I followed all of LL Bean's review-posting policies. There was no reason whatsoever to not only refuse to post my original review, but to change its words to their own liking and for their own benefit. Naturally - All of my positive (5-star) reviews have been "allowed" and have been posted - verbatim as I wrote them.The following, however, is, first, the negative review I wrote in my own words - and then the "changed" version by LL Bean staff, placed on the page of another, much less popular, tee-shirt:

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

ITEM # [redacted]

BENEATH BEAN'S KNOWN QUALITY

December 28, 2012

[redacted], ** Shops at L.L.Bean:Frequently

[redacted] I, too, remain frustrated and extremely disappointed in the lower quality of these shirts in all styles which I have been buying for many, many years. I still have others in my closet that fit and wash very well, and I needed a few new colors this year to wear under the Bean Big Shirts I bought years back in almost every color. The difference between the new version of these tees and the ones I bought years back is astounding. These newer [redacted] (or wherever) tees fail miserably in the laundry. They shrink, feel and look cheap and stretched-out, and have just changed dramatically as LL Bean continues to trade quality for what they believe are lower prices. I recently bought a similar tee at a popular department store purposely to make a comparison. Guess which one came out of the wash successfully. As a constant LL Bean shopper and loyal customer for decades, I think I've earned the right to say that I would gladly pay more (even much more) for a quality [redacted] Bean shirt than continue to buy and return (and buy and return) so many of these cheaply-made tees. Please wise-up, LL Bean. Your customers have noticed and it's very disappointing. ~~~~~~~~~~~~

ALTERED VERSION BY LL BEAN STAFF - NOT my words - NOT my review title - NOT the correct date - NOT the correct product - NOT the correct page:

SHRINKING UNSHRINKABLE

September 30, 2010

1 / 5

Purchased: Within 1 month [redacted]

[redacted], ** Shops at L.L.Bean:Frequently

Hoping for the old LL Bean value, I bought one of these "unshrinkable" t-shirts in every color available. Be sure to order one size up. They do shrink. ~~~~~~~~~~~

I NEVER wrote these words in the above second "review." My actual review was written and submitted just the other day (December-2012) and NOT in September-2010.

How dare they mislead consumers in such a dishonest, appalling manner. How self-serving to alter entirely my own personal words as I wrote them in my product review after having been invited to do so. Please do something about this.

Thank you very much for your kind attention to this matter. Looking forward to hearing from you.

Regards,

[redacted]Desired Settlement: IN WRITING - LL Bean must explain to me - a decades-long and now "duped" customer - why they have consistently and deceptively altered, edited, manipulated and fabricated, and ultimately misleading, in a self-serving manner, product reviews submitted by me and other trusting consumers. Customers deserve and depend upon honest, unedited, non-manipulated reviews written by thousands of other trusting buyers upon which to base their purchasing decisions - just like me. LL Bean must explain to me how this fraudulent, controlling, egregious practice of product review manipulation might somehow manage to serve a "3 million customer base" in a positive, impartial, conscientious, professional manner - together with the claims, statements, policies and promises printed on the LL Bean "Company Values" page; most particularly in the paragraphs under the title "What Is A Customer." I demand an explanation behind LL Bean's obvious "people-won't-notice" reasoning behind such a disgusting, unscrupulous deceitful business practice against their millions of loyal, unassuming customers. Explain it all to me. Please.

Business

Response:

Revdex.com response 1/15/13

L.L.Bean’s "Write a Review" feature allows the free expression of what a shopper has experienced with any of our products.

A neutral third party manages all reviews.

We do not edit or control the contents beyond the published Guidelines.

We have forwarded the customers concerns to them.

Executive Offices

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 official response by LL Bean to my honest complaint is completely

untruthful. In fact, it is a blatant lie. More than once, I have submitted a

negative review and found it to be completely altered to their own liking - even

changing the years' dates and placing these altered reviews where they please on

their website. This time, however, I printed a copy of my actual review in a

window where LL Bean allows the writer to see how the review will look on their

website so that customers may edit their words if need be. Therefore, I have

sent to the Revdex.com copies of both my review which I believed had been properly

submitted to LL Bean, and the altered version by LL Bean as it ultimately

appeared on the LL Bean website. This dishonesty by LL Bean affects literally

millions of consumers who rely very strongly on the invited opinions and

comments of other customers who have purchased and tested LL Bean products and

who erroneously believed their reviews were submitted fairly, unaltered,

unedited, and as a helpful guide to other consumers. LL Bean has/had NO right to

alter my personal writings and opinion(s) of what I, and undoubtedly those

reviews of millions of other consumers, politely and honestly wrote about

certain products for sale on the LL Bean website. This egregious, purposeful,

dishonest practice by LL Bean is nothing less than fraudulent and must be

addressed immediately.

Business

Response:

We stand by our original response to the Revdex.com: L.L. Bean does not see or edit the product reviews; they are handled directly by a third party and then either posted or rejected. Comments must focus entirely upon the integrity and performance of the product, not other issues.

At this time, the customer is speaking further with our Public Affairs department, and we consider this matter closed.

L.L.Bean Executive Offices

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.

LL Bean is fully aware of the importance of every single product review to consumers who, based on what other customers’ reviews and experiences might tell them, will ultimately help consumers decide how their money will be spent on a particular LL Bean item. Isn’t the consumer’s money the entire point of LL Bean’s being in business? In reading these product reviews, it appears that consumers depend almost entirely upon the opinions of customers, and for LL Bean to allow intentional manipulation of these product reviews does a great disservice to the average consumer’s needs. Rejecting, editing, altering, rewriting, or in any way changing the positive intent of any customer’s product review is fraudulent, dishonest, misleading and – if it is not, should be - unlawful. This dishonesty and lack of responsibility repeatedly demonstrated by LL Bean as it concerns the high level of importance of its website’s product reviews to the general public’s consumers warrants thorough investigation. Consumers have the right

to know these things and, personally, I have grown sick and tired of the tricks of the trade, so to speak, that dupes consumers into believing in a company like LL Bean who simply prefers rave reviews of their products or else, as in my my case, a negative review will either be rejected or it will be edited, altered, re-dated, and dishonestly shoved within the almost invisible depths of another similar product description on another page. Nowhere on the LL Bean website does it inform consumers of a third party company which in fact handles the millions of these consumer reviews for LL Bean – nor is it plainly published on any LL Bean page the many strict rules, regulations, policies and conditions that apply to the posting of consumer reviews – a surprising “paragraph” I personally received in a recent email from a “concerned” LL Bean Public Affairs employee when I started to make some some noise regarding the severe manipulation of my own LL Bean product review. As a consumer who expects honesty, fairness and the same

loyalty from a company with whom I have done business for nearly 30 years, I remain appalled by LL Bean’s unfair, dishonest business practice as it affects me and the general consumer public - and I firmly and respectfully request that this matter be thoroughly examined in investigative fashion by the Revdex.com. I await your response.

Review: I have recently discovered that my LL Bean dome tent is horribly defective. Granted it is an older version, however, I have used it maybe twice. I work in outdoor recreation at one of the most visited parks in the US and I rarely find myself in need of using my personal tent. Only to find that when I actually do it tears apart as easily as if it were tissue paper. This was very frustrating to me. Also, I have grown up in the Boy Scouts, am an Eagle Scout, and advise campers daily on proper use and care of their equipment. Having a piece of gear that is absolutely unreliable is completely unacceptable. As I am getting older I find myself less willing to "just let it go." I just wanted to express my complete disappointment in this product.Desired Settlement: I would just like to see that when a company puts its name on a product that they actually understand the implications. I am likely to never purchase from LL Bean again and will also advise others against such purchases.

Business

Response:

I reached out to Mr. [redacted] this afternoon and let him know that our products are guaranteed to give 100% satisfaction.

I mentioned that we ask customers to return anything purchased from us if it proves otherwise and hoped to hear from him soon for immediate resolution.

Executive Customer Assistant

800-341-4341 X[redacted]

I placed my first order of new [redacted] cameras on LLbean.com right before Columbus day (10/11) and applied a coupon code. I had no problem to receive the order confirmation in no time. It showed that the product will be delivered in 2-5 businesses days. In three days, however when I checked the status of the order, it still showed in processing. So I sent an email to customer service to ask the order status and got a quick response to ask me make a call. The second day in the phone communications, they asked me my credit card number and said they will call me back later. You know what? They cancelled the order and lied to me that my credit card charge was declined. I called my credit card company and confirmed that there was no problem of the credit card charge approval. So I called LLbean customer service again but this time they said they could not find my order and if I want I can place an order again. What a joke? Never do a business with such a company full of lies and lack of credit!

Review: I placed my order Number: [redacted] at www.llbean.com on 3/16/2014. But I never received this order. Package lost in transit. I have called llbean regarding this lost package more than 3 times, And chatted them with this issue twice. But problem still not resolved. I still not received my order. Please help me fix this issue ASAP, I have waited so long!Desired Settlement: I demand Llbean reship the order to me ASAP.

Business

Response:

On March 26, Mr. [redacted] contacted us, and we asked UPS to trace the package.

The package was not lost in transit, and UPS confirmed that the order was appropriately delivered to the designated shipping address. This package was signed for, and proof of delivery and signature were also forwarded to us.

On April 3, [redacted] in Finance explained to Mr. [redacted] that we will not ship a replacement order. Under the circumstances, he must file a police report and a claim with UPS. If he has further questions, he may contact Ms. [redacted] at ###-###-####, Ext [redacted].

Consumer

Response:

I declined doing the police report for the reason that I do not find it appropriate for me to be the one filing a police report since I did

not even receive my order and I was not the one who lost the package. If LLBEAN Corporation wants someone to file a police report, they should ask UPS or LLBEAN to do it because UPS or LLBEAN is the one who lost the package and not me. To LLBEAN Corporation, it is not appropriate for you

to still charge my credit card because in our agreement, I should only be paying for an order that I placed and I received. You should not continue charging my credit

card for an order that the customer did not receive. You are claiming that your company has a good reputation, but given this situation, your customer does not agree with

what you are claiming. Thank you. Please fix this issue for me ASAP.

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.