I was led to believe that LL Bean has a good return/adjustment policy but I recently found out it surely does not. When I told them these "Wicked Moccasin " slippers I've had for some time have torn where the lacing enters the slipper, they told me I had to mail them to them AT MY EXPENSE and they would then HAVE THEM EVALUATED AND THEN LET ME KNOW WHAT, IF ANYTHING, THEY WOULD DO FOR ME! Also, some of the people there that I had contact with, including a manager's supervisor "Mark," did not have a very conciliatory attitude; rather it was quite the opposite. Immediately thereafter I went online and found "Overland Sheepskin Co." and bought a pair of their "Men's Sydney Australian Merino Sheepskin Moccasin Slippers" for $99.99. These slippers appear to be made so much better, well worth the extra $20, and it appears that this Company's return/adjustment policy is a far superior one. I've ordered many items from LL Bean in the past but I may now be done doing that.

WORST customer service ever. Advised all my family and friends not to purchase from them anymore. They told me to send in my moccasin slippers that are $80 for a review bc the strap broke off in icy conditions. The lady just told me I shouldn't be wearing them outside and they can't support the return. I do understand altho her best solution was to offer me 20% off to purchase a NEW pair. LOL get a life LL Bean you money hungry animals. Disappointed I spent so much money on a product that doesn't last even a year. I have found Minnetonka and DEARFOAM are *******x better. And for a fraction of the price. Take your money to these companies instead! They legit charged me $6.50 for shipping the moccasins back to them for review also. Extremely disappointed in this company and this experience. My friends and family will NOT be supporting LL bean anymore.

I reserved a pair of yoga pants on line following ALL directions. Received an email stating my item was ready to pick up at the Tysons Corner store. Arrived and 40 minutes later was still without my item. First, Emily and Elena were terrific. No one could find the item. Elena and I checked every register counter after calling down to where the items are supposed to be held. After about 15 minutes, someone was supposed to come up from the downstairs area to speak with me. Another sales person told me someone was on the way. Never saw anyone from downstairs. The assistant manager disappeared when Elena told her she needed help with a customer. After 2 or 3 calls on the walkie-talkie, Kathy still was invisible and busy. Tom, the manager, was initially at a meeting and then could not be reached. I left with a gift card which Elena begged me to take, even though I told her chances of me shopping here again were very slim. I can't tell you how many sales people (and there were many) walked by me as I was standing at the top of the stairs waiting for the person from downstairs who never came. Elena was the only one who cared to ask if she could help. She personally went downstairs to check herself only to come back confused. What has happened to L L Bean?

They once prided themselves on their superior customer service and trust me it showed. Having been a customer for many years I can attest first hand that what impressed me about this company was the fact that from the time they answered the phone they knew all your information, actively listened to your concerns, and resolved your issues to great satisfaction.

I recently returned an item and received confirmation via UPS tracking that they have had it for over a week. In this case I filled out their return slip and requested an exchange (XL too large). Their website not only doesn't show the return or replacement item pending but when I called a lady I spoke with cut me off in mid-sentence and stated it might take another week or so to show up and to wait for my refund. When I explained I wanted an exchange she quickly stated to check back in another week and it might show up then. I get the fact that it may be a busy time of year with the holidays coming around but being cut off quickly like that and given the vague check back in a week or so is not exactly the best way to handle a customer inquiry imho. That said, I do enjoy the quality of their clothing so I will be a loyal customer. However, the customer service could use an upgrade. It's not what it used to be.

I ordered two Adirondack chairs. The original shipping timeline was 5 weeks. 2 weeks past that, I reached out to customer service. They informed me that the vendor was backed up, and the new ship date wouldn't be for another 5 weeks for a total of almost 12 weeks from order to shipment.

I requested to cancel the order, and the CS rep on the chat informed me that the 'request' was submitted. I requested a cancellation confirmation and was told that was not possible, only that a request was submitted and that in a week or so, I might hear back that my order was cancelled.

This is absolutely unacceptable. I will not be purchasing any items from LL Bean ever again.