• LL Bean

LL Bean

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Overview

LL Bean has a rating of 2.24 stars from 574 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about LL Bean most frequently mention customer service, credit card, and return policy problems. LL Bean ranks 79th among Outdoor Clothing sites.

  • Service
    76
  • Value
    71
  • Shipping
    64
  • Returns
    63
  • Quality
    63
Positive reviews (last 12 months): 15.6%
Positive
5
Neutral
0
Negative
27
29
See all photos

What reviewers want you to know

Positive highlights

  • The best customer service that offers great products.

Critical highlights

  • Their return policy is now limited, clothing is mostly imported and quality is subpar for the price.
  • Website would not process the order without a credit card (should have been the first warning).
How would you rate LL Bean?
Top Positive Review

“Men's traditional relaxed fit tee shirts”

Ruth H.
4/24/23

I love these shirts!They are my go-to summer wear. I wish they still sold the Dark Olive color though and made new colors too. I got shoe polish on my old olive shirt, and it washed out!. They get better with washings. And the weight is perfect. They are worth the price. Just miss my olive color. I'm from Maine originally, so I feel like I have a piece of "home" wrapped around me.I met Mr. Bean when a child. He was at the door greeting people. Good memories.

Top Critical Review

“LL Bean Boots Suck”

Paul C.
11/7/23

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...

Reviews (574)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (158) return policy (40) credit card (33)
Thumbnail of user paulc3666
1 review
1 helpful vote
November 7th, 2023

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...

Thumbnail of user lolaa28
3 reviews
4 helpful votes
January 3rd, 2024

Quality is absolute trash! Nothing like original L.L. Bean. I don't know what they are trying to pull here! Sent back moccasins, Advertised as suede!
What I received was not at all sued, looked like a pair of five dollar slippers! Sent back in the original packaging never even tried them on they were absolute trash! Then they tried to send me back a gift card to L.L. Bean!
Scam of a company!
This is not original LL Bean

Thumbnail of user gabbyw23
3 reviews
3 helpful votes
January 15th, 2024

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

Thumbnail of user ruthhannah573
2 reviews
0 helpful votes
April 24th, 2023

I love these shirts!They are my go-to summer wear. I wish they still sold the Dark Olive color though and made new colors too. I got shoe polish on my old olive shirt, and it washed out!. They get better with washings. And the weight is perfect. They are worth the price. Just miss my olive color. I'm from Maine originally, so I feel like I have a piece of "home" wrapped around me.I met Mr. Bean when a child. He was at the door greeting people. Good memories.

Thumbnail of user robertg5406
1 review
0 helpful votes
February 1st, 2024

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.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mrss22
2 reviews
1 helpful vote
October 14th, 2017

They have it all when it comes to outdoors!
Online shopping is made very easy. Good return policy
Highly recommended

Thumbnail of user ronaldl1311
2 reviews
0 helpful votes
December 24th, 2023

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..

Tip for consumers:
I'm sad as Bean was my go to for clothing.

Products used:
Dress shirts.

Service
Value
Shipping
Returns
Quality
Thumbnail of user michaelm13835
1 review
0 helpful votes
March 9th, 2024

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.

Products used:
Shoes

Thumbnail of user marv459
1 review
0 helpful votes
March 10th, 2017

The water hog mats are great. They are easy to vacuum and to hose off with water. If you have pets or you have dust and grit where you live, these are great. I love that the water hog mats are made in USA. I have them in the bath and entrance ways and in the laundry room. For once my house here in the desert is no longer full of grit and dust. Customer service on the phone is great at LL Bean!

Thumbnail of user rosel747
1 review
1 helpful vote
December 6th, 2023

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.

Service
Returns
Thumbnail of user randyo72
2 reviews
15 helpful votes
September 30th, 2023

Shoe was fine, but one month after warranty ran out, the left shoe started leaking. I checked the bottom, side, top, toe could not find where the leak was happening. I called and thought LL Bean would have at least given me a discount as the warranty ended at 12 months, the leaked started one month later. No more LL Bean for me. Not sure where they were made, maybe China now. Quality not the same.

Service
Value
Shipping
Returns
Quality
Thumbnail of user catherineb1228
1 review
0 helpful votes
January 31st, 2023
Verified purchase

I purchased Waterproof 650 Down Gloves for cold-weather hiking. Some of the reviews said the gloves didn't keep hands warm, and I should have paid attention. These gloves are okay at 50 degrees but if the air temperature is any lower, my hands got very cold within about two minutes of being outside. I'm very disappointed and am returning the gloves.

Tip for consumers:
A lot of fuss and trouble just to post a review to keep other people from buying a product that is not as described, and therefore inadequate for the needs of anyone going outside in cold weather.

Products used:
Waterproof 650 Down Gloves

Shipping
Quality
Thumbnail of user pfjhx1953
1 review
4 helpful votes
November 19th, 2023

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!

Thumbnail of user amandad1734
1 review
1 helpful vote
August 17th, 2023

Changes delivery date 3 times! Ordered July 26. Now they say sept. 5th "maybe"! What the hell? Why should anyone have to wait 5-6 weeks for their child's birthday gift? Of course when I ordered it was going to be delivered by Aug 2. Another shady as hell Republican owned company only concerned with THEIR pockets rather than those hard working customers who fill them!

Tip for consumers:
If you're not going to honor what your website says it be nice if you would just state the truth. Instead of screwing people over when it comes to their children's birthdays. It's OK to Mrs. sale once in a while to not be a scumbag.

Service
Value
Shipping
Thumbnail of user gerardm138
1 review
3 helpful votes
November 30th, 2020

At 5:23 a.m. Nov. 18th I ordered snow boots for my wife. She saw the confirmation email at 6:30 a.m. and brought to my attention that the boots were the wrong size. At 7:05 I contacted the company and told them I needed to change the size. They told me it was too late to change the order and the boots will be delivered on November 30th. When they arrive I`ll have to send them back at their expense and they`ll send me the proper size boots, again at their expense. It`s inexcusable that they couldn`t change the order 90 minutes after receiving it. We had better IT in the steel mill in the 1970s. The package wasn`t being shipped for at least another 10 days and they couldn`t change the order. Unbelievable!

Thumbnail of user fording3800
1 review
1 helpful vote
December 14th, 2023

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.

Products used:
shoes

Thumbnail of user deborahp1277
2 reviews
15 helpful votes
May 8th, 2022
Verified purchase

I just bought 2 polartec "blankets" from these folks and they don't even compare to the ones I've ordered from them in the past. They're thin and more like the micro fleece sheets that I order from Kohl's. They're also way too expensive-(over $160 for 2 thin "made in China" "blankets"). Also, I had to revise my review three times on their website before they would post it. I think most of the folks who gave this "blanket" an excellent review have never ordered one of the older versions. Last purchase from them.

Value
Shipping
Quality
Thumbnail of user mohammadk135
1 review
6 helpful votes
June 26th, 2022
Verified purchase

I ordered a set of sheets from LL Bean. The item came in an unsealed bag. It was meant to be a gift so I wanted it to be right. I contacted customer service and they responded, essentially saying that they did not care whatsoever. The experience left such a sour taste in my mouth. I will spend my money elsewhere next time. I tried to post this on their website to help other potential buyers however LL Bean refused to post my review.

Tip for consumers:
I would have stayed away from this company had I known their complete lack of willingness to take ownership of the quality of their products and packaging and delivery.

Products used:
Sheets

Service
Value
Shipping
Returns
Thumbnail of user bruceb1469
1 review
6 helpful votes
January 11th, 2023

Sent back slippers for exchange. The size estimator on the site was way off. LLBean received the return today but told me they will get around to it in 4 -5 weeks. My options- none. I can write return to sender on the box when the replacement comes.
I won't be buying from them again.

Tip for consumers:
Don't buy from them unless you are willing to wait 4 to 5 weeks on an exchange

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user micheld153
1 review
0 helpful votes
November 6th, 2023

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.

Products used:
Duck boots

Shipping
Returns
Thumbnail of user michaelj3008
1 review
3 helpful votes
January 30th, 2023

Just got off a chat with LL Bean's customer service about some boots of theirs that are only five years old and are starting to fall apart and was told they "are not repairable." Great. Bean used to stand by their products, but apparently no more. So sad, another reputable company gone down the drain. Guess I'll have to find another brand...

Products used:
LL Bean Tek2.5 boots

Thumbnail of user dennburr
1 review
1 helpful vote
October 26th, 2023

These ll bean slippers are great if you are going to replace them every four to six months but if you expect them to last any longer without the insoles coming apart or the stitching coming out then you may want to just go with a big box store like Walmart slippers that you can get 6 pairs for the price of one pair of these ll bean slippers. And don't try and use the warranty to replace them because they will keep giving excuses to why they can't honor the warranty. Take notice that lo Bean changed the warranty from life time to one year on the slippers knowing the slippers don't last but a few short months before coming apart. I have been trying to leave a review for a week now on ll beans web site but wouldn't you know they check all reviews before being excepted, so that's why I'm paying a review here since they keep denying my review

Products used:
Slippers

Service
Value
Shipping
Returns
Quality
Thumbnail of user kb127
1 review
1 helpful vote
January 11th, 2017

Items we purchased at Christmas and throughout the year are great - exactly what we need in fit and style. Slippers, quilts, bedding, etc. No complaints. And as for the people who think it is incredibly intelligent to ban or bash a company because of one person who supports someone you don't like, you are trying to harm thousands of employees that this company employs. Supporting a successful US company is what is important to keep the jobs here. Sort of like bullying - oh yes, what you all say our new President does. Hello pot - I'm kettle...

Thumbnail of user barbarab4226
1 review
0 helpful votes
July 23rd, 2023

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.

Service
Value
Shipping
Returns
Quality
Thumbnail of user danv476
1 review
6 helpful votes
November 26th, 2022
Verified purchase

Not happy. Reaching out to everyone sounding a warning! The website is terrible, not user friendly.
All I wanted was to return an item of clothing. The employee crap I delt with trying to get item numbers, questioning erroneous charges after they received the return. I just don't understand how these places survive when they treat customers terrible. Don't sign up for the card to get a clothing discount, and take your money somewhere they appreciate you and want to help. This company isn't it!

Tip for consumers:
I would avoid any business with LL bean, period.

Products used:
Men’s flannel jacket.

Service
Value
Shipping
Returns
Quality

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2.2
574 reviews
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