The customer service rep I spoke to regarding a quality issue (fabric full of holes), was not helpful. After second contact, LL Bean did not stand behind their product so I will not be placing further orders. Lands End here I come!

I know ll beans returns policy has changed. I bought winter boots about 8 years ago and used about 50 times and kept in closet of home. Went out to snowblower and no blemishes or sole wear. They completely fell apart sole from boot with cracks. I went to ll bean today to ask for an exchange due to the poor craftsmanship. The salesperson at the Colonie store asked if I had a receipt I did not then spent 10 minutes on the computer not saying a word. Then asked multiple times if I purchased the boots which I did. I have been shopping at llbean since the early 2000"s but only a member since 2023 per computer but I think that was just for cc card. She then said since no receipt or proof of purchase they could not do anything. Suffice it to say they lost another customer. No pic because I left the worthless boots at the store.

I purchased 2 pants that were labelled 36x34. The changing rooms were too busy to wait and use. I am very consistent in this sizing from all other retail stores. When I tried the pants on while on a business trip and they did not fit. I have exceeded the 30 day return period and cannot return them.

Order was placed Dec. 6th it is now the 18th and shipment has not arrived yet. CS cannot help me as they say UPS has forwarded the shipment to USPS. I wouldn't care if LL Bean paid for shipping, but they don't.This is why I stopped buying from them. I thought I would give them another try. Nope won't do that again..

Placed an order for a backpack, which was supposedly in stock, but after I submitted the order, the status was changed to backordered. Called customer service (rep's name was Susan), who was extremely rude and practically shouting at me over the phone. Said she's been there 16 years but still couldn't give me a straight answer regarding the order status, and was talking to me like I was the dumb one. If you ever order from their website and need to talk to customer service, just know that you will be shouted at, interrupted, and talked down to for something that is their mistake. I have never encountered such incompetent, arrogant, impatient, and rude customer service anywhere in my entire life. However, one thing is for sure: I'll never shop there again after such a miserable experience.

I received my order 10/14/2024. It had 2 pair of M pants I didn't order (I wear XL) & was missing 2 pair of socks I had ordered, Called & the rep said replacements were on the way.

She called me back to let me know they had noticed the error on their end & was already in process - socks should arrive 10/16. Nothing came 10/16, so reached out via chat. The 1st rep kept insisting there was a picture of the delivery, so I was out of luck (was the initial order, it was there, but incorrect). Finally she found the previous notes & attempted to fix it, but only was replacing 1 pair, not 2.

A 2nd chat rep was flailing through fixing that, when someone called from LL Bean because I had given very negative survey responses. That person finally said both replacements are coming. This was beyond awful. I was a good & loyal customer, I deserved better.

They don't care about their customers, so I won't be considering them anymore. I returned the pants, but still nothing on the socks.

The elbow sleeve boat neck tee shirt that I ordered shrank two and a half inches in length when I washed it the first time. Since then it's shrunk another half inch.
And, yes, I followed the laundry instructions on the tag.
I have event tee shirts for which I've paid as little as $5 which have held up for years! It's deeply disappointing. I want to support an American company, but this shirt goes to Goodwill tomorrow.

Unshrinkable Tees have been changed to a thinner material, causing the comfort and look to look cheap. The collars now have a "fried bacon" look and the shirts are less comfortable. I guarantee whoever made this decision did not wear the original quality tees. Once set above, now not so much as I'm discovering their new standards aren't much different from other clothiers.

LL Bean was once a pleasure to work with - but more recently exhibit haughtiness and unwillingness to answer simple questions in a courteous way. My husband was recently treated to this "holier-than thou" crap as he Father's Day shopped and was less than impressed with the idea of ever talking to their rude reps. Again. There are many finer purveyors of clothing around who offer excellent customer service. Get off the high horse, LL. You're not all that!

LLBean was once a great store. When they had their lifetime guarantee on all products, the merchandise was so well made that it was rare to have to return products and initiate the guarantee. Evidently many people took advantage of that so the store changed their policy. It seems, though, that since now they eliminated or changed their warranty/guarantee policy and are not obligated to stand by their products, the quality of their products has sunk.
I had a pair of walking shoes that lasted 5 or 6 years. I bought a new pair and they wore and tore in the back of the shoe within months. The wearing pattern (meaning how often I would wear them and for how long I would walk) was the same. To exchange them, I would have had to mail the shoe back and have them determine if they would replace it. A picture would not do. Nor would they ship a new pair with my credit card as a hold until they got the other pair back. Maybe they are still a valid option if you live near them, but if not, they are a poor choice to do business with.

I was planning to order a jacket. Prior to ordering I wanted to get information regarding sizing. I contacted the customer service chat and was refused connection and given the link to the size chart.

I ordered a size based on the chart. I received it a few days later. The jacket was enormous. Not even close to the size chart. I contacted them and they were rude and offered no help. I purchased a second one in a smaller size. This arrived several days later. It too was gigantic.

I contacted them again. This time I was told that the "size chart" is not to be used for sizing and that I needed to use the garment size. I explained that 1.) I was told to use the "size chart" and that there is no mention of a garment size on the page. After that they rudely disconnected the chat.

I contacted again to see about returning. This guy told me how to return but his explanation of his own company's process did not match with how it was required on their website. I questioned him about it and he rudely left the chat.

After that I called. I started to explain the situation and the guy on the phone interrupted me and told me what to do without listening to the actual situation. When he was finally done a said "As I was trying to say before you interrupted me" then he hung up.

I called a 2nd time and this person listened and explained what to do. She wasn't bad.

The company's policy to charge for a return even when it is their fault is ridiculous.

I will never purchase from LL Bean again.

LL Bean is a very different store today from what it used to be, even a few years ago: the informative, polite associates are non-existent today - nothing even remotely exists today, quite the opposite - indifferent, impolite sales associates, (if you get hold of one!) is more like it.

Burlington LL Bean store is a mess - pathetic mess! Today I intended to swap my snowshoes (Christmas gift) for a complete package of cross-country skis - I didn't think it would be easy (based on some previous experiences), but I did not imagine it would be - $#*!ty - the right word for it!

There was no one in the skis department (it's winter) - waited around, looking around for about 30 minutes - asked an indifferent associate nearby, "Anyone can help me with cross-country skis?" - "I am not sure" - was the response - I waited another 15 minutes and then left-

- returned my snowshoes Christmas gift for a full refund
- cancelled my LL Bean credit card
- went to REI and purchased my cross-country skis
- I will not visit LL Bean anytime soon

I have been a customer of LLBean since the cows came home. I used to really like their quality, fir ect
Not anymore. The dress Shirts are not the same quality, the button holes are way to tight. Guess I'll have to find a new supplier for my clothes..

Product has issues with soles becoming detached I have seen other reviews with the same problem. Company never addresses the problem.

Sent review to Company never posted.

Bought robe online. Was delivered ok. Too big so drove 1/2 each way to return to store for a medium size. Simple exchange right? So clerk returned my large robe and put the money on a LL Bean card and used that to order me a medium sized robe, telling me it would be delivered to my home. When I went home LL Bean had canceled my order telling me it was out of stock. I immediately called LL Bean and they told me it was out of stock. Which the clerk should have told me to begin with. So she said they have a new shipment coming in so try back later and see if you can order it. I said well what about my money since the clerk never handed me the LL Bean card he put my money on. Oh it will be sent out by check but it will take awhile. I called back a couple days later to be told they are sending me a check for what I paid. So return for a different size was all I wanted to do. Instead they have lost a sale and a customer. It will be a very very long time before I buy from them again.

I had 2 gifts cards given to me. I can't use them for online orders and the items I want aren't available to be ordered through our Kitchener Ontario store. Not acceptable! If you sell gift cards, you should be able to use them!

99% of merchandise is imported! So much for supporting American jobs! At one time LL Bean meant you were buying a quality product made with American labor and supplied with American materials!

Their boot they so highly praise blew stitching 2 years in. Customer service was the worst from any company I have ever dealt with totally brutal. They wanted me to ship it to the US and pay for th restitch after two years of normal use and then fought back and forth between Maine and store as to whose fault / responsibility it was. Please if you value quality and customer service you are better off somewhere else...anywhere...

I have returned two pair of boots because their sizing is all messed up. The web site recommends you size up so I did. I wear a 10.5 boot so I ordered an 11. They were way too big, more like a 13/14, so I returned them for a 10. When I received this boot it was still too big and felt more like an 11/12. So, once again I returned them and exchanged them for a size 9 (still waiting on this pair, as shipping takes 10/12 days). Both times they charged me $6.50 for shipping and then charged me full price for the exchange pair. I would have no problem with this policy, if the issue was my problem. I guess this will just have to be the last time I shop at LLBean.