On 9/30/16, I issued a credit of $to Mr [redacted] 's [redacted] account as refund of the return label feeI contacted him by email to advise the credit had been doneI also extending our apology and regret for not resolving this when we were first made aware of the situationI asked that he call me to discuss the skirt sizing issue and our return postage policy
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 - $ 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 - $+ 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] ***
Today I issued a credit of $to Ms [redacted] 's [redacted] account as requestedI left a voice message advising her of the creditI also extending our apology and regret for not resolving this when we were first made aware of the situationI asked that she call me if she wishes to discuss her order experienceWe are sorry for the confusion that occurred We look forward to serving her better in the future.Sincerely, [redacted] Executive Customer AssistantExecutive Office L.LBean, Inc.®
After additional research I see that Ms***'s request for the credit was done on November 22nd which brought her gift card to a zero balanceThe credit to the credit card was pending approval in our finance departmentOn Thursday the 30th that credit for $was released I apologize for any confusion or inconvenience this caused Mr***Sincerely, [redacted] Executive Customer Assistant [redacted] ***
Ms [redacted] placed an order for two sweaters March 30.The quoted delivery date was April 10, and when the customer didn’t receive her package as expected, she contacted Customer Service on April The representatives were unable to confirm when the package would ship Ms [redacted] needed to have the sweaters for a trip by April I was able to locate the two requested sweaters, and shipped them with delivery on April She was very pleased with the solution [redacted] ***Executive Customer Assistant L.LBean Inc
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 $for arrival early next week.Sincerely, [redacted] Executive Customer Assistant [redacted] ***
Although there was no mention of bank fees in the originally filed Revdex.com complaint, we appreciate this follinquiry We cannot control how customers' bank accounts are maintained, when fees are assessed, or when credits are posted These are matters between the bank and its patrons When Ms [redacted] called yesterday, May 30th, our representative reviewed her concerns As a courtesy she also issued a credit for $for the fee Ms [redacted] should monitor and check further with her financial institution as to when it will post to the account [redacted] Executive Customer AssistantL.L.Bean – Corporate OfficesFreeport ME
Over the years customers may sometimes not destroy gift certificates after they've been used Confusion may occur any time that notes are not kept, especially when phone orders were placed We usually ask that certificates be surrendered when presented in personEven though funds may be spent, some customers like to retain the certificate documents for their own recordsWe understand and permit that since we have transaction records of the purchase We also realize that misplaced register slips or certificates without appropriate notes could result in mix-ups later In such cases, additional research is required Of the four gift certificates Mr [redacted] cited, two were completely used and have no remaining value The details are belowAs representatives explained when Mr [redacted] called us, Certificate [redacted] ($75) was used previouslyThe records confirm that he made a purchase on October 30, under Order [redacted] for two all-cotton Banded Double L Short Sleeve shirts ( [redacted] ***) in size large; one in the color Night, the other in Dark Purple Each cost $ Mr [redacted] also bought at the time a third shirt ( [redacted] ***) Spread Collar Scotch Plaid Flannel in size large in the color Muted Hunting Stewart for $ The shipping fee was $4, which brought the total to $ We issued a $refund check.Mr [redacted] subsequently returned all three shirts on December 11, Since he had originally purchased them with a gift certificate as payment, we issued a new gift certificate ( [redacted] ) for $ Mr [redacted] used that gift certificate on September 4, at our [redacted] retail store to purchase a [redacted] Tinker (knife) for $ The sales tax was $1.70, making the total $ The store representative refunded the balance in cash: $41.80, thereby using up the entire value of that certificate (When Mr [redacted] called us about this certificate, we discussed the balance that was refunded He confirmed remembering using the certificate at the store and getting change but could not understand why he still had the certificate in his possession.) Mr [redacted] therefore has only two gift certificates with available balances: Certificates [redacted] and [redacted] for $eachThe total outstanding value for both therefore totals $150, not $ These certificates may be used toward future purchases or cashed out, whichever Mr [redacted] prefers[redacted] Executive Customer AssistantL.L.Bean Corporate Offices [redacted] ***
It appears that the price on the men’s Rubber Mocs tag had not appropriately been updated The tags on both men’s and women’s pairs should properly have been marked the same, the current list price I verified details about our Rubber Mocs in our current catalogs and on our site: www.llean.com The women's and men’s mocs ( [redacted] or [redacted] ) were listed earlier - through June 30, - @ $ From July 1, forward, however, the prices for this style boots for both women and men had changed Tags should have all been marked the same @ $ Over time, prices on any of our products may change Our KL Christmas catalog, for example, lists on the inside cover: We guarantee the prices in this catalog through December 31, We apologize that confusion occurred, and I reviewed this error with directors and store managersOur store personnel appropriately adjusted the price for the women’s version to match the $tag on the men’s Rubber Mocs when Mr [redacted] shopped at our store [redacted] L.L.Bean Corporate Offices Executive Customer Assistant [redacted] ***
Revdex.com:I just don't understand why it takes the Revdex.com to resolve an issue that should never have happenedShame 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]
Upon further review, we're pleased to learn that on 9/1/our customer service department spoke to Mr [redacted] and resolved his concerns by adjusting the price of a new bookpack to reflect his desired outcome.Sincerely, [redacted] Executive Customer Assistant [redacted] | [redacted] [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] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below A replacement order, contrary to their assertion, was never offeredIf it was offered, I would have told them it would not be practical as I would be flying overseasIn any case, what is the difference between a replacement order and a refund? Furthermore, the business never followed up with meI had to repeatedly call them only and given the round about when they said they were investigating (without any outcome nor follow up) before they told me to look for my bank when I called againGiven this amount of hassle and likely fraud, I will never shop with LL Bean.Regards, [redacted] ***
On 9/30/16, I issued a credit of $to Mr [redacted] 's [redacted] account as refund of the return label feeI contacted him by email to advise the credit had been doneI also extending our apology and regret for not resolving this when we were first made aware of the situationI asked that he call me to discuss the skirt sizing issue and our return postage policy
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 - $ 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 - $+ 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] ***
Today I issued a credit of $to Ms [redacted] 's [redacted] account as requestedI left a voice message advising her of the creditI also extending our apology and regret for not resolving this when we were first made aware of the situationI asked that she call me if she wishes to discuss her order experienceWe are sorry for the confusion that occurred We look forward to serving her better in the future.Sincerely, [redacted] Executive Customer AssistantExecutive Office L.LBean, Inc.®
After additional research I see that Ms***'s request for the credit was done on November 22nd which brought her gift card to a zero balanceThe credit to the credit card was pending approval in our finance departmentOn Thursday the 30th that credit for $was released I apologize for any confusion or inconvenience this caused Mr***Sincerely, [redacted] Executive Customer Assistant [redacted] ***
Ms [redacted] placed an order for two sweaters March 30.The quoted delivery date was April 10, and when the customer didn’t receive her package as expected, she contacted Customer Service on April The representatives were unable to confirm when the package would ship Ms [redacted] needed to have the sweaters for a trip by April I was able to locate the two requested sweaters, and shipped them with delivery on April She was very pleased with the solution [redacted] ***Executive Customer Assistant L.LBean Inc
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 $for arrival early next week.Sincerely, [redacted] Executive Customer Assistant [redacted] ***
Although there was no mention of bank fees in the originally filed Revdex.com complaint, we appreciate this follinquiry We cannot control how customers' bank accounts are maintained, when fees are assessed, or when credits are posted These are matters between the bank and its patrons When Ms [redacted] called yesterday, May 30th, our representative reviewed her concerns As a courtesy she also issued a credit for $for the fee Ms [redacted] should monitor and check further with her financial institution as to when it will post to the account [redacted] Executive Customer AssistantL.L.Bean – Corporate OfficesFreeport ME
Over the years customers may sometimes not destroy gift certificates after they've been used Confusion may occur any time that notes are not kept, especially when phone orders were placed We usually ask that certificates be surrendered when presented in personEven though funds may be spent, some customers like to retain the certificate documents for their own recordsWe understand and permit that since we have transaction records of the purchase We also realize that misplaced register slips or certificates without appropriate notes could result in mix-ups later In such cases, additional research is required Of the four gift certificates Mr [redacted] cited, two were completely used and have no remaining value The details are belowAs representatives explained when Mr [redacted] called us, Certificate [redacted] ($75) was used previouslyThe records confirm that he made a purchase on October 30, under Order [redacted] for two all-cotton Banded Double L Short Sleeve shirts ( [redacted] ***) in size large; one in the color Night, the other in Dark Purple Each cost $ Mr [redacted] also bought at the time a third shirt ( [redacted] ***) Spread Collar Scotch Plaid Flannel in size large in the color Muted Hunting Stewart for $ The shipping fee was $4, which brought the total to $ We issued a $refund check.Mr [redacted] subsequently returned all three shirts on December 11, Since he had originally purchased them with a gift certificate as payment, we issued a new gift certificate ( [redacted] ) for $ Mr [redacted] used that gift certificate on September 4, at our [redacted] retail store to purchase a [redacted] Tinker (knife) for $ The sales tax was $1.70, making the total $ The store representative refunded the balance in cash: $41.80, thereby using up the entire value of that certificate (When Mr [redacted] called us about this certificate, we discussed the balance that was refunded He confirmed remembering using the certificate at the store and getting change but could not understand why he still had the certificate in his possession.) Mr [redacted] therefore has only two gift certificates with available balances: Certificates [redacted] and [redacted] for $eachThe total outstanding value for both therefore totals $150, not $ These certificates may be used toward future purchases or cashed out, whichever Mr [redacted] prefers[redacted] Executive Customer AssistantL.L.Bean Corporate Offices [redacted] ***
It appears that the price on the men’s Rubber Mocs tag had not appropriately been updated The tags on both men’s and women’s pairs should properly have been marked the same, the current list price I verified details about our Rubber Mocs in our current catalogs and on our site: www.llean.com The women's and men’s mocs ( [redacted] or [redacted] ) were listed earlier - through June 30, - @ $ From July 1, forward, however, the prices for this style boots for both women and men had changed Tags should have all been marked the same @ $ Over time, prices on any of our products may change Our KL Christmas catalog, for example, lists on the inside cover: We guarantee the prices in this catalog through December 31, We apologize that confusion occurred, and I reviewed this error with directors and store managersOur store personnel appropriately adjusted the price for the women’s version to match the $tag on the men’s Rubber Mocs when Mr [redacted] shopped at our store [redacted] L.L.Bean Corporate Offices Executive Customer Assistant [redacted] ***
Revdex.com:I just don't understand why it takes the Revdex.com to resolve an issue that should never have happenedShame 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]
Upon further review, we're pleased to learn that on 9/1/our customer service department spoke to Mr [redacted] and resolved his concerns by adjusting the price of a new bookpack to reflect his desired outcome.Sincerely, [redacted] Executive Customer Assistant [redacted] | [redacted] [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] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below A replacement order, contrary to their assertion, was never offeredIf it was offered, I would have told them it would not be practical as I would be flying overseasIn any case, what is the difference between a replacement order and a refund? Furthermore, the business never followed up with meI had to repeatedly call them only and given the round about when they said they were investigating (without any outcome nor follow up) before they told me to look for my bank when I called againGiven this amount of hassle and likely fraud, I will never shop with LL Bean.Regards, [redacted] ***