My Mother purchased some shirts from LL Bean for me as a gift. I returned two of them and it was clear that the original form of payment should be reimbursed. Instead of their reimbursing my Mother -- on her original form of payment -- they sent me a "merchandise credit." I contacted LL Bean through chat, asking them to reimburse the original form of payment as was so clear on the original return. The chat CSR, Gary, told me that I would have to CALL them to get her card reimbursed. I asked why on earth they had not reimbursed her card when they received the return. He asserted -- not kidding -- that it was "against the law" to do so.

Fortunately I saved the chat whereby he made this ridiculous claim.
"Why did LL Bean not honor the return request? This is unacceptable. And it is not the way *any* other returns were handled by the merchants."

Gary: "Sorry, by law we cannot do that."

"So all other merchants are violating the law? You know that's silly. LL Bean simply wants the gift recipient to purchase more rather than reimburse the original form of payment."

Gary: "Sorry, we can only help you with the above solution."

LL Bean is making my elderly mother call them to get HER money reimbursed to HER credit card because they refused to do so either with the original return or after I contacted them by chat.

She will do so. But she also will no longer be ordering gifts from LL Bean nor will I be shopping there.

LL Bean lost TWO customers for life -- people who have bought thousands of dollars worth of goods over a thirty-year period. They must be *desperate* to engage in such shady practices.

Worse customer service ever! 5 sweaters worth about $400 arrived in a box that was completely falling apart. I printed out their return label, took it to UPS and it was returned to me. At this point it was barely a box. I called LLBean and asked for help: 1) they advised me to drive about 45 minutes retun them 2) said it was somehow my fault that the box was returned; and 3) told me to PUT THE SWEATERS IN A GARBAGE BAG. Terrible serivce and mediocre quality. Will never shop there again..

Bought a shirt on 1/29/2018. Too large. Returned on Feb 1,2018. Received by LL Bean on 2/5/2018 per UPS tracking with a request to credit my credit card. Today is Feb 17th - absolutely no response to the return. Called today (2/17/2018) and was told that the people who could help me had gone home and that I should call back in a couple of days. I will absolutely not let THEE LL BEAN steal $ 53.00 from me and will pursue this to the max. This is my second bad experience with ll bean and it will be my last - I will never shop from ll bean again - why should I ---- we have Amazon and in a few years ll B will be history because of this repeated way too many times. Don't mean to bore you but a short story - have shopped at Amazon for years with good reason - recently bought a pair of hiking boots - didn't fit and returned via UPS the next day. Within 4 hours of that return, Amazon apparently saw the UPS return and my credit card was credited for the full amount ----- again, within 4 hours of delivering it to UPS I was credited for the full amount! This has happened numerous times with Amazon ----- why would anyone shop at ll b and experience the above when you could receive the same quality merchandise thru Amazon, often for less $, and be guaranteed that the company that you are dealing with won't try and screw you --- my mistake with ll b and I guarantee it won't happen again! Gary

Today, at the Cranston,RI, store I was waited on by Cathy O'Brien, who greeted me on the phone an hour earlier from my house in CT. From the moment she answered the phone, I knew I was in good hands. She worked diligently to find my unusual size pants. I WAS THRILLED TO PURCHASE JEANS THAT FIT PERFECTLY AND LOOKED GREAT. She exemplifies thea dedicated service to customers for which LLBean is known. The company is fortunate to have a person of Cathy's caliber working for them.Thanks, Cathy!

Takes them 3 days to ship out an order and even with that much time they still can't manage to get it right. I placed an order for 3 pairs of shorts and only received 2 pair. When I called them to get my missing pair they refused to do anything for me for their mistake. I asked them to overnight the shorts to me, they replied with they do not have an overnight shipping service. I said fine then I'd like a credit on my order if that is not possible. They said no, they can only give me a $10 credit to LL Bean. I said I do not wish to support a company that can't get an order out in less than 48 hours so a $10 credit does nothing for me because they don't sell anything for $10. We go back and forth and she says is there anything else I can help you with and I replied with you haven't helped me in the first place and the she hung up on me. I did end up getting my shorts the very next day because they were shipped next day air so I do not know why we went through the whole thing about them not shipping next day. Bottom line is a company who messed up an order should be making sure they do whatever they can to try and make it right (within reason of course) and they acted like I placed the order for the shorts but forgot to order the 3rd pair and now I'm demanding they overnight them.

I ordered hunting boots for my husband, who barely survived Covid, and has wanted a pair since the 1980s as a "I'm so thankful to still have you gift" in April. Here we are in July and no boots! I called in May and was told the boots would arrive by June 15th and ask for communication...no boots and no communication. I called back June 20th...no boots and no communication, but was told the boots would arrive by July 15th. I called today because no boots and no communication. I was told "we were going to expedite them, but now it will be September". As I was telling them to cancel the order, the manager said "I can offer you a discount" which was really a slap in the face! How about keeping your multiple commitments and what happened to expediting them? What a disappointment! I asked avount the communication and was told "they were supposed to email you". The only communication had been when I contact them! I will never do business with them! These boots are made in house! Disgusting!

The holiday is approaching fast so beware of the slow shipping. I'm an LL Bean oldie and until their 'upgrade' last year, I always received my items within 3 days from ordering. It's now taking at least a week. Before the "free shipping all the time" spiel, I would only pay 9 dollars for a large box of many items. Then Bean raised the price of almost all their products ten dollars and offered free shipping. So, I was basically paying 90 dollars more for 9 Tshirts and they called that free shipping? Now, the free shipping for card holders is degraded to a week or more.
They are no longer a fashion icon ( haven't been for a few years) and I would hope that people wouldn't purchase their cheap cookie cutter disposable fashion simply to advertise their gaudy logo that is now on just about everything. How tacky! Bean's CEO doesn't appear to have good taste or understand what an iconic outdoor lifestyle company is truly about. I shop at Orvis almost exclusively now. I hope they don't go down the same rabbit hole that Bean has.

I used to absolutely love buying my jeans at LL Bean, sadly I found out that the place that I love to shop has decided to go woke, I was so surprised I mean how can jeans political? So I posed the question to customer service at LL Bean and sure enough I got a letter back that explain the importance of using the LL Bean platform for social justice causes, so now I shop for my jeans on eBay or a second hand store, it's so difficult to just buy a pair of jeans these days without a heaping helping of politics served on the side.

I am an older woman who has lived in and loved your clothes for many decades. They are very well-made, comfortable to wear, and hold up well over the years. Your moccasins and slippers are some of my favorites due to their exceptional comfort and construction and I am never disappointed. However, I find that the leather ties on the front of the shoes and slippers are not well secured and frequently become untied. This has caused me to trip and fall on several occasions and sustaining minor injuries only. I respectfully am suggesting that you find a way to secure these ties to avoid serious injury to your elder customers. Recently while shopping in your Voorhees NJ store for new slippers and shoes, I met another older couple who expressed exactly the same concern. This woman stated that she had fallen over the loose undone ties in her slippers. I will not be purchasing any further slippers or moccasins until this problem is acknowledged and properly addressed. These are a real safety hazard to your customers. Please find a way to encourage me to stay with LL Bean. Until then, I am buying my shoes and slippers from My Pillowo websites.
Thank you.
Dottie Wiegand

LL Bean absolutely REFUSES to publish any comment that is not flattering to their products. (CHERRY PICKING). They outsource their manufacturing of garments to El Salvador. IF you make note of this FACT in your review - BAM... NOT PUBLISHED. IF you make reference to the FACT that their products quality has slipped and is not as good as years ago - BAM... NOT PUBLISHED! Just try to get a refund from unused gift cards. They will ignore you until you threaten to turn them in for FRAUD. LL BEAN IS A SCAM AND A RIPOFF.

UPDATE: I turned in LL Bean to the Better Business Bureau for "cherry picking" reviews and suddenly my review of their shoddy merchandise was published! Even more proof that LL Bean is just NOT the company it USED TO BE...

After ordering once, and waiting forever for very mediocre merchandise I made the terrible mistake of trying to order TWO ITEMS. IHAD TO SPEAK TO SIX PEOPLE, THEY MADE MULTIPLE MISTAKES OVER SIX HOURS. They were all really terrible people in addition to being totally incompetent! Horrible! They can't read the notes put on account and overcharged me. I tried to cancel the order and they weren't able to do that. ONLINE DIDN'T WORK AND EVERY PERSON WAS RUDE. HAS BECOME HORRIBLE COMPANY! BEWARE!

I have ordered from LLBean for more years than I can remember - all my adult life, and in my very persnickety opinion expecting excellence, I see nothing but the best with LLBean in every aspect. This is how much I shop LLBean: I always use my coupons, but think I have enough for a couch almost now. I love LLBean! We had their large Capel wool rugs all over our home that sadly flooded and are gone now. They were beautiful. LLBean tops all the charts. The quality is perfect. The styles are classic - not passing fads - and always look good. The people and integrity are amazing. I can't begin to tell you the help they have given over the years. They want to help. Their guarantee is unconditional as opposed to so many other stores. I recently called asking about buying another very nice dog bed they no longer had in stock, because over the years, one of my dogs scratched a hole in the bed. They offered to take it back! I did not take advantage of that since my dog destroyed it over the years; yet, they are just amazing!