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.

I ordered and received a long sleveed tee shirt. When I checked 1 sleeve was an inch and a half longer than the other. I called to return and was told free shipping label would be sent. I have to find envelope and get to ups, then my account would be credited. I have been shopping at llbean for many years, you would think they would make some additional effort-I did not make 1sleeve longer than the other-I do not live
In Peru. I will not shop at llbean again, since this is an example of their customer service!

I sent the following to LLBean: I'm looking at your Merino wool socks. I would like to know if the wool is ethically sourced. Thanks.

I received this reply from "Kevin": I can assure you that no sheep are harmed in the harvesting of their fleece. Wool is a renewable resource and we would not want to, in any way, deplete the number of sheep that are producing our fine Merino wool.

I do not appreciate the snarky disrespectful tone of the reply. Kevin seems to be making fun of my legitimate concern. Sheep raised for their wool are treated cruelly and I will not support businesses that have no interest in their welfare. Kevin could have replied that LLBean is not concerned with the treatment of the sheep that produce the wool used in their products, that would have sufficed. I'll look elsewhere for socks.

The store tends to be a little more pricy but all of their L. L. Bean brand items have a life time guarentee, even their underwear! If it breaks or gets old you can bring it in for a replacement of the latest version of what you bought or if you hold on to all of your L. L. Bean receipts you can exchange it for a similar item of equal or lesser value. All around its just an amazing place to shop for life long items like coats, backpacks, and the essentials

I bought several chamois shirts from LL Bean several years ago and have found the quality to be very poor; far worse than the shirts I bought from Bauer over a decade ago. The chamois shirts from Bauer are still comfortable and have held up very well whereas the shirts from LL Beans have frayed and worn through at the cuffs and another has ripped through under the armpit! At almost $100 per shirt, I really expected better.
Perhaps you should find out who makes Bauer shirts and buy from them; that's what I'll be doing in the future

I ordered several summer tee shirts, 2 slub material tees and 2 pima cotton tees. I love my slub tees. So light weight and cool. I returned the pima cotton ones. They are so thick and heavy. I would wear this material in winter in darker colors. Much too hot for summer. I would love to have several more of the light weight ones but they are unfortunately sold old.

Bought a pair of hiking sneakers. They fell apart after a few months of wearing them. Tried to return them within the one year warranty and they did not honor the warranty. Don't bother buying shoes from them if you think they will honor the return. They gave a whole spiel about why they wouldn't accept the return. Paid 3 times the price for the warranty when I could have got them for $50 from the manufacturer. They discontinued the shoes too because they knew they had defective craftsmanship. Will not buy from them again because they jack the price up for a warranty they will not honor.

They lied to me about an order for 13 weeks and i never got the order which was supposed to take 3 weeks. They lied over and over. One of the people would yell at me like i am the one doing wroing. Then i cancelled the order, which was for my daughter. And then they still took the money from my card and i had to threaten litigation over and over. Horrible just horrible. Never will me or many many people i know order from this company again

Rude, rude, rude! When I returned a jacket with a broken zipper in the spring, they told me they couldn't fix it and they didn't have the item to replace it, so they told me to come back in the fall and get a new jacket of similar style for the same price. They even wrote that on my receipt... and when I went by tonight, they refused to honor their own terms. And when I asked for the GM, a kid come out and told me he managed the entire store--but that turns out to be a lie. I have gone to Bean for years because of their outstanding customer service--but now I might as well shop somewhere else. I can get terrible customer service anywhere!

I ordered 3 items from LLBeans, and they sent them in 3 different packages on 3 different times, separated by 1 week and 2 weeks. I returned them one-by-one, and unlike other companies, they charge return items by $6.50 each for shipping. The sizing is inconsistent, and so the quality. When I called, basically the customer service is "no service" and don't care whether you are satisfied or not. LLBeans in the past is not the same with LLBeans today. So, stop buying LLBeans. The products are awful, the service is awful, and so the return policy is awful.

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

Ordered my children backpacks and matching lunchboxes for this upcoming school year. The money was taken from my account at 8:52 AM. I received an email later in the evening stating i needed to contact them for more information. I called, the agent said she needed to save my card information because the system was down when i purchased my items. I said ok. By the time I got off the phone, I was charged 3 more times! I called back, the rep I got was the absolute nastiest person I've EVER dealt with in life! He told me since I was so worried about the charges he will cancel the whole order and hung up on me! I will NEVER EVER recommend this company to ANYBODY!