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2.2 63 Reviews

L.L.Bean Complaints Summary

11 Resolved
42 Unresolved
Our verdict: When using services from L.L.Bean with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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L.L.Bean reviews & complaints 63

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P
1:05 pm EDT

L.L.Bean returning 2 blouses

I didn't wear the blouses before washing, but after washing the two blouses, I noticed they had shrunk UP an inch or two. I sent them back because I have been an LLBean customer forever and tell others about the good return policy. I returned the blouses this month, not having even worn them. I received a phone call from the company rep today, May 10, 2022, telling me they are refusing to honor the return policy. I had stupidly said I washed them in warm, not hot, water. She reminded me the directions said to wash in cold water. I asked if warm water was really so bad; to me, it's not. So, she is sending my blouses back to me! I am so disppointed in LLBean now and will tell others how they treat customers. I have used the LLBean credit card every time.

Really, really sad. Maybe I should have lied!

One more thing to add to this 2022 year.

Desired outcome: Apology for not honoring return policy.

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3:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

L.L.Bean Llbean credit card

88 year old widow left without a credit card after decades of loyalty.

My mother recently received her new LLBean credit cards in the mail. I noticed my father was still receiving a card although he had passed away two years ago. Trying to do the right thing, I called LLBean to inform them that my father was no longer living and they only needed to send one card to my mother. I was transferred to Citibank who evidently handles LLBean credit cards. When I informed Citi of my father's passing, they immediately closed the account because he was the primary card holder. I tried to stop the process but was told that, now that they knew, they were legally obligated to close the account. My mother would have to reapply for a credit card. They transferred me to another department to open a new account for my mother. The Citi credit card application division never heard of LLBean and suggested I go online and apply which I did.

Afterwards I saw on the the LLBean webpage that there was an instant approval process for LLBean credit cards so I called. The LLBean staff was very commiserate and understood how my honesty had put my elderly mother in a situation where she had no credit card. They attempted to help but, in the process, discovered that my mother's application was denied due to lack of credit history. "The system" has decided and there is no recourse.

My mother was the one who handled finances during my parent's nearly 70 years of marriage. She paid the bills, did the taxes, arranged for home loans, and handled any financial transactions. She currently has no long term debt. She owns outright her home, an additional property and two automobiles. Her annual income, including her IRA required minimum distribution, exceeds $100,000 annually. Her net worth is well over a million dollars. For the two years since her husband's death she has continued to use their communal LLBean card and paid the bill in full every month. Her reward for decades of loyalty: a closed account, loss of all her LLBean Bucks, and no ability to get a new credit card.

I wish I had never been honest. My mother would still be using her LLBean credit card and paying her bills in-full, on time until the day she joins my father. I appreciate the empathy shown by the people in customer service at LLBean. They said, if it were their mother, they would be angry too. But empathy and anger do not get an 88 year old widow her credit card reinstated. Perhaps there is someone of authority remaining at LLBean (or, less likely, Citibank) with compassion and common sense who can.

Sincerely,

Steve Wright

[protected]@yahoo.com

[protected]

Desired outcome: Reissue an LLBean credit card to Ernestine Lamb Wright and reissue the LLBean Bucks which were lost when account was closed.

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3:57 pm EST

L.L.Bean Product reviews

You guys need to read your product reviews on your website, because there have been a few people lately who are making hostile and discouraging remarks to something someone else posted about a product. Can you please rid your comments section of the trolls who feel the need to comment to everyone/thing in an inappropriate manner and are bullying them into not posting anything further? Thanks a bunch!

Desired outcome: Ban people from submitting inappropriate comments to other reviewers on your website

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3:07 pm EDT

L.L.Bean I have two fleece products I’m not happy with .

I purchased a fleece 2 yrs ago from your store in Freehold NJ. Last winter ( 2021) the full. zipper let go . I sent it back and nothing was done . There is nothing wrong with my washer or dryer as indicated by your tec. Also I have another fleece from about 10 yrs ago where the 4 snaps at the top won't close . Both are bright blue . I'd like both replaced . Thank you Charles H. Hengartner. [protected]

Desired outcome: Replacement

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8:59 am EDT

L.L.Bean Charge

Sep
18
tmobile*web upgrade [protected] wa $87.60

charges for "free" phone exchange. T mobile representative could not explain october 30 2021. Charge does not equal free.

Desired outcome: CREDIT OR UNDERSTANDABLE EXPLANATION

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12:19 pm EDT

L.L.Bean Returns order order #8544380

According to LL Bean policy items bought before 02/09/2018 have a life time guarantee on them at 100% and return anything from us at any time.
We do not want you to have anything from LL Bean that is not completely satisfactory.

Had conversation with Kristan on 10/04/2021 and Vaughn on September on 09/30/2021 and they will not honor LL Bean policy. Was getting nowhere with them and they were very argumentative and waste of time talking with them.

I return items with my receipts and LL Bean return department will not honor my returns.

Desired outcome: refund for returns

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10:49 pm EDT

L.L.Bean credit card

my account had a fraudulent charge on my account. I called to report it and get a new card. my accent was closed without my consent . I request to listen to the call to prove I didn't close the account and the manager refuse. i try to open a new account and customer service hangs the phone up and wont call me back. I have called several times and I tried online.

Desired outcome: New account opened with the same limit or higher

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11:20 am EST
Verified customer This complaint was posted by a verified customer. Learn more

L.L.Bean poor quality, shoes, l.l. bean returns customer service order # [protected] [#7785447]

I purchased a pair of Allagash moccasins in May of this year. I used them around the home, on grassy surfaces and for light walking on woodland trails. The soles are worn at least halfway in only five months. The return desk informed me that they had been "abused" and were not eligible for a return. I have been a Bean's customer for over forty years and am now convinced it is not the same company it used to be. I will not buy anything from them again.

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3:12 pm EDT

L.L.Bean Delivery

This is not the first time I have complained to LLBEAN regarding delivery. As I have a LLBEAN credit card for over 10 years I receive delivery included in my purchase. I would not call it free as the cost of the items is quite substantial.

LLBEAN continues to use UPS. I have set up a UPS delivery preference account which clearly states Front porch delivery. UPS leaves packages wherever they want. They still do. LLBEAN has previously told me it is for UPS to fix. I have tried that. LLBEAN must exert some influence as it is their product being represented. I took a hiatus from buying from Bean for the last few months because of this problem. Ordered again. Received an e-mail from UPS saying package was delivered. Not on the covered front porch. It is raining outside. Our ring camera saw someone come up the drive walking and then walking away. No mask or gloves. Can't see where packages were left. There is a ramp on the front of the house to the covered front porch. You would think that would be a hint that mobility is an issue. I want a picture of where packages were left. Hobbled out to look but can not locate.

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7:45 pm EDT

L.L.Bean Men's pants

This was my first time ordering from L.L. Bean. I ordered 2 pairs of pants in the size that matched the size of all of the pants that I buy. Also, it appeared that I could return the pants if they did not fit based on the website information, so I felt comfortable placing the order. When the pants arrived, they were both too large. I don't mind wearing pants that are a little loose, but these were just too big. The shipping information indicated that I could return the pants for swap or refund, but I had to pay $6.50 for shipping. I called the customer service number to see if they could waive the fee since I wanted to purchase replacement pants that would fit, but she did not do that. So, I will be returning the pants, paying the $6.50, and never buying anything from L.L. Bean again. This is very disappointing because I'm out $6.50, L.L. Bean won't be making any money off the replacement pants, and they have lost a potential customer forever. I don't understand why a company would lose margin and a customer over $6.50. It's just bad business.

Unless a potential customer lives near one of the few L.L. Bean stores, I would recommend against ordering anything from them by mail.

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3:04 pm EST

L.L.Bean sweater

I bought a Sweater Polor Fleece on Nov 16th, for Myself and My Husband, along with matching LLBean Hats for Christmas Gifts, I wore my Polar Fleece maybe 2 times, and they cost $60.00 a piece, and my Polar Fleece Fell apart, I then tried to return Professionally, on Feb 17th President's Day, The Day Manager treated us very Poorly, along with the lady at the return desk! would not let us return, told me to call ll bean credit services which I did. and they are sending me a copy of my receipt, the Manager on my way out literally Ripped the bag with my Fleece out of my hand! the bag was all turn to shreds! Very Unprofessional! Very Upset that you would Hire such staff! :(

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Update by Paula McCallum
Feb 17, 2020 3:08 pm EST

My Picture's of Bag & Polar Fleece!

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2:43 pm EDT
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L.L.Bean sheets

Years ago I purchased sheets from L. L. Bean. They were expensive, and have been wonderful sheets. Still in good condition. A few weeks ago I decided to buy another set and ordered them online. When they came I noticed a rather strong chemical smell and washed them a few times, but that smell is still there! Washing made no difference. I called customer service and the person helped me pick out a different set. I did notice that those smelly sheets listed a different country than the first set. So I dragged myself to a place to return the first set and soon received the second set of sheets she had suggested. Omg, guess what! These also stink but have a different smell! I Do NOT WANT TO SLEEP IN SHEETS THAT HAVE A CHEMICAL SMELL. I have not bothered to return them and will pass them on to a charity organization where hopefully someone will not be bothered by the smell. I have paid a small fortune for these sheets and also some rugs purchased from L.L. Bean. Will not be purchasing any products from them in the future. If their customers are dropping off, they need to evaluate their products. I will gladly become their sheet sniffer!😖

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4:50 pm EST

L.L.Bean exchange

We have been LL Bean customers for over 30 years, purchasing boots, hiking boots, outdoor clothing, furniture, and ladies clothing. I purchased a cashmere sweater, I believe for about $100 several years ago. I wore it twice and put it on the gentle cycle and cold water in the wash machine. When it came out, the area around the collar had become detached - an area about 3 inches. I have kept it in my closet, and finally sent it in with another item I was returning due to a poor fit. I asked the company to repair it. I received a phone call saying it could not be repaired. They asked me if I wanted the sweater back. I said no way, it is unwearable. Who wants to wear a cashmere sweater with a big rip at the collar? The woman on the phone offered no credit, no exchange, no nothing! (sic) This is a company you don't want to deal with any more. They no longer stand behind their products. Also, the sweater that I returned was too tight around the chest; I had ordered a petite medium figuring I might want to wear a blouse underneath. I specifically checked the measurements in the catalogue, and it should have been more than big enough. WAY TOO TIGHT! And I am not all that big! I have an outdoor fleece jacket from Bean which I ordered at the same time in petite small. It fits perfectly! The sizing is way off on some items and if you send them back you have to pay $6.50 for your return. DO NOT ORDER STUFF FROM BEAN! Unless you like throwing your money down a rat hole.

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8:15 am EDT
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L.L.Bean wicked slippers

On June 7, 2018, went to LL Bean in South Windsor to return my wife's "Wicked Slippers, " due to a manufacturer defect, ( the top half separated from the bottom sole). They would not exchange due to wear and tear. It is now at the discretion of LL Bean to determine what is exchangeable. I never minded paying their inflated prices because they always stood by their product. This is no longer the case. Time to shop elsewhere. Joe D., FL.

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K
1:45 am EDT

L.L.Bean No delivery

L.L.Bean is a joke.
They back ordered my items and forgot about it!
But let me start from the very beginning. So I ordered several nice items that were in stock. They sent me a confirmation email and a tracking information. Two weeks later I checked the tracking number and it showed that the items were not shipped out. I immediately called their support to straighten things out and they said that my items were back ordered. They were out of stock at the moment of ordering. Needless to say, I wasn't notified about anything and just believed I would get the items on time.
It's been 3 months since I was said my items were on back order and nothing has changed.
Either they are not going to sell those items anymore or they just care nothing about me and customers like me.
Going to call right now and to ask for a refund. I will update soon to let you know what happened next.

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5:35 pm EDT

L.L.Bean the damage box

I order 3 Supper Deluxe lll Backpack on 9/3/17 to be delivery on 9/8/17
I call on 9/9/17 to see the where book pack where. I was told they where delivery
When I ask where I was put on hold then transfer over to someone else who put me on hold for about 10 minutes that person can back on the phone ask for my phone and told someone would call me back
never get call back
So! On Monday 9/11/17 call back to see where the backpack where I was the whole system was being reboot it.
I receive the book pack mo 9/13/17 the look it was step and the was cut off one package and tape to the box.
In all my years order from LLbean I never receive a package in the condition.
I hope that ill bean dose better in the future dose better
thank you for time
Juanita Richardson

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10:47 am EDT

L.L.Bean sweater

I purchased a sweater several years ago. it was much more expensive than sweaters in other stores but came with a 100% satisfaction guarantee. It has shrunk. I tried to exchange it and was told they no longer sell this stock number sweater BUT they do sell the same sweater in different stock numbers. This is how ll bean tries to get around their guarantee, They sell the same merchandise but every few years change the stock number so it is impossible to get an exchange and use their 100% satisfaction guarantee. they also claim they dont keep records of sales. In this day and age everything is on computer so I doubt this is true. I dont think ll bean is living up to their stated guarantee

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2:31 pm EDT
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L.L.Bean customer service — boy's raincoat

On April 18, 2017 I ordered a raincoat for my grandson's birthday. On the confirmation email, LL Bean said it would arrive 4/27/2017 which would have been fine for his birthday. However today I phoned them inquiring about shipment and they told me it wouldn't arrive by 4/27, and that they never told me it would! The representative was very rude, interrupting me several times. I then told her just to cancel the order. She said she may not be able to because it may have been shipped! I'll never deal with them again.

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1:10 am EDT

L.L.Bean L.L. Bean does not stand behind its product quality!

First of all their clothing is very expensive and when I ordered I expected high quality! Ordered a skirt and it was cute, but zipper was stuck and when I tried to unzip it just broke! I contacted L.L.Bean and asked for a replacement and they said that was the last skirt they had, so I asked for my money back and since then heard nothing from them! I waited weeks and finally gave up. That skirt cost me $50 and in the end I had to pay extra to get my zipper fixed!

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5:36 am EDT

L.L.Bean Website didn't provide discounts

When I placed the order on the website www.llbean.com. It was clearance on the website and they provided 10% from the whole order. It was so pleasant to get discount, but it was only showcase and they haven’t given me the discount at all. I proceeded to pay, but the seller showed the final sum, but charged me for different one. Now I try to get anything back from this scamming website. I hope my review will help someone.

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L.L.Bean Customer Reviews Overview

L.L.Bean is a long-standing retailer known for its outdoor apparel and gear. They offer a variety of products including clothing, footwear, and equipment designed for outdoor activities such as camping, hiking, and fishing. L.L.Bean also provides home goods and travel items. The company is recognized for its commitment to quality and customer service, featuring a satisfaction guarantee on its products. Customers can shop online at global.llbean.com, which serves as the international portal for the brand's offerings.

L.L.Bean In-depth Review

In summary, L.L.Bean is a company with a rich history and a strong commitment to quality and customer service. Their product range is extensive and caters to a variety of outdoor activities. The durability of their items is often praised, and they offer a fair pricing structure with good value for money. Their customer service is responsive, and the website is user-friendly. They are also mindful of their environmental impact and community involvement. While their sizing and fit may vary, they provide helpful guides to assist customers. They maintain a strong online presence and take security seriously. Overall, L.L.Bean offers a positive shopping experience that aligns well with industry standards.

Company Overview

  1. History and Background: L.L.Bean has a long-standing reputation for providing high-quality outdoor gear and apparel since its founding in 1912.
  2. Market Presence and Expansion: The company has grown significantly, serving customers worldwide with a strong online presence.

Product Range

  1. Categories and Selection: They offer a wide range of products including clothing, footwear, outdoor equipment, and home goods.
  2. New Arrivals and Featured Items: The website regularly updates with new arrivals and prominently features seasonal favorites.

Quality and Durability

  1. Material and Craftsmanship: Products are made with high-quality materials and are known for their durability.
  2. Customer Reviews and Feedback: Many customers report satisfaction with the longevity of their L.L.Bean purchases.

Pricing and Value for Money

  1. Sales, Promotions, and Discounts: L.L.Bean offers various sales and promotions throughout the year.
  2. Loyalty Programs and Rewards: They provide a loyalty program that rewards frequent shoppers.

Customer Service

  1. Responsiveness and Support Channels: Customer service is accessible via multiple channels including phone, email, and live chat.
  2. Return and Exchange Policies: They have a generous return policy, allowing customers to return items with ease.

Website Usability

  1. Navigation and Search Functionality: The website is easy to navigate, with a clear search function to find products quickly.
  2. Checkout Process and Payment Options: Checkout is straightforward, and there are multiple payment options available.

Shipping and Delivery

  1. Domestic and International Shipping Options: L.L.Bean offers both domestic and international shipping to accommodate global customers.
  2. Shipping Costs and Times: Shipping costs and delivery times are competitive, with various options to suit customer needs.

Environmental and Social Responsibility

  1. Sustainability Practices: The company is actively working on sustainability initiatives to reduce its environmental footprint.
  2. Community Involvement and Charitable Efforts: L.L.Bean is involved in community projects and supports charitable causes.

Size and Fit

  1. Sizing Guides and Charts: Detailed sizing guides and charts are available to help customers find the right fit.

Accessibility

  1. Multilingual Website Options: The website caters to an international audience with multiple language options.
  2. Mobile and App Usability: The mobile site and app are user-friendly, ensuring customers can shop on the go.

Customer Engagement

  1. Social Media Presence and Activity: L.L.Bean has an active presence on social media, engaging with customers and sharing content.
  2. Email Newsletters and Communication: Customers can sign up for newsletters to stay informed about new products and offers.

Security and Privacy

  1. Data Protection and Privacy Policy: The company has a robust privacy policy and takes data protection seriously.
  2. Secure Payment Processing: Payment processing is secure, protecting customers' financial information.

Overall Experience

  1. Pros and Cons: Pros include high-quality products and excellent customer service; cons may include higher price points for some items.
  2. Final Recommendations and Ratings: L.L.Bean is highly recommended for those seeking durable outdoor gear and apparel, with a customer-centric approach.
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