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Business Profile

Clothing

L.L. Bean, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for L.L. Bean, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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L.L. Bean, Inc. has 30 locations, listed below.

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    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/27/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 2 pairs of sneakers from the online ad, my husband separately ordered a yeti cooler. We have not received either order and my **** card was compromised at about the same time.

      Business Response

      Date: 05/28/2025

      After review of our records, L.L.**** doesn't have this customer' in our database, or an order placed from them. If they can provide an order number, or if the order was placed by someone else, I would be happy to further research this claim.

       

      Customer Answer

      Date: 06/12/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Since I ordered items from an online ad I'm assuming I am just out of luck. I have no order number or any other information about my order.  

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Shipping company delivered merchandise to the wrong address and it was signed for, I asked the merchant to tell me what the address it was delivered to so that I could go and try to retrieve the merchandise showing the proper ID and the name on my driver's license, and they refused. All the ******************************* wanted to do was refund my purchase and I told him no, I was not accepting that and they came back and offered to refund me for the shipping and I told him no, because it was not my mistake to start with and they should be taking that up with their shipping company. No further response since then. I told them to not contact me anymore I was going to turn it over to the BBB.

      Business Response

      Date: 05/22/2025


      After careful review of our records, L.L.**** can confirm that we do not have a current order for this customer. The order numbers he provided, are not ours.
      Perhaps the customer ordered from another retailer. There are also fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase.
      Given that L.L.Bean never received any payment, we will not be issuing a refund.

    • Initial Complaint

      Date:05/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/13/2025 I ordered clothing from LL bean online & paid $66.27 with my ********** I contacted them several times about the order, they said that the items were delivered & signed for, the only problem, I asked ****, *********** if they require a signature & was told NO. I am disabled and always home. So what they are saying is just BS. They have offered to pay half the total, I have a limited income and can not afford to donate my income to them. Bottom line, send the merchandise or a refund!

      Business Response

      Date: 05/13/2025

      After careful review of our records, L.L.**** can confirm that we do not have a current order for this customer. The order numbers he provided, **************************** & ************************, are not ours. 

      Perhaps the customer ordered from another retailer. There are also fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 

      Given that L.L.**** never received any payment, we will not be issuing a refund.

    • Initial Complaint

      Date:04/10/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Will be entering in review as ************ offers 20% off first credit purchase with confirmation of L.L.**** ******** **********, but refused to provide necessary information for purchase, coupon, deal etc as given.Even 10% off first purchase via email subscription instead also nullified by cancelation of order by staff--supposed "out of stock"--despite clear inventory in subsequent order (lesser in amount by 2) of same said stock, currently in transit, without possibility of price reduction as email coupon now *************** that I've placed a third and again canceled order, of particular trousers I need for a lifestyle change and PT (poorly healed spinal injury, previously unknown), of which I can't find elsewhere and despite the fact I know of their shabby button weaving, I've told them multiple times if they continue this shenanigans and thievery, I will be reporting them, no bull. This is the culmination of THEIR false witness. I won't tolerate them any longer.Previous order numbers:(1st) - ************ (2nd) - ************ (3rd) - ************

      Customer Answer

      Date: 04/21/2025

      Not only have I received no communication from L.L. ****, but the orders having arrived, quality is dubiously erratic, inseams of multiple lengths though all orders exactly same 28"--only two actually, if stretched max or past, rly a strong 27.5", the last four 29"--which need be addressed shortly, and I'm entirely sick of waiting, esp to start PT that I should have almost 1 month ago.

      So in addition the minimum $30 that I could have saved due their poor stocking conditions and demand, nullified their dirty cancelations and refusal to re-coupon and reimburse, up to the $100.00 USD I would have prevented these lying psychos from swindling via these shabby buttoned mockeries, I still have to iron out the issue of at least two botched orders and/or get some trousers hemmed.

      All because these freaks can't get me one single order with 5-6 sweats of the proper size and length with a single [fav expletive here] coupon. Shameful. Oh, right. They have no shame. "They're made in *******, so they're great." ****. More high priced sweat shop fodder. Liars. All of them.

      Business Response

      Date: 04/21/2025

      We are sorry to hear that the items the customer initially wanted sold out before we were able to fill his order. This sometimes happens especially with sale items such as the ones he requested. Fortunately, I can see that 2 pair of pants he ordered did fill and delivered on 4-17-25.  He was able to use a promotional code at the time of his web order. 

      Customer Answer

      Date: 04/23/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

    • Initial Complaint

      Date:03/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint against L.L.**** for **unethical business practices, fraudulent misrepresentation, and deliberate mishandling of a scheduled *** return pickup**, which resulted in wasted time, emotional distress, and financial inconvenience. **1. Failure to Schedule Pickup I was instructed by L.L.**** on the 24th to wait for a *** pickup to return an item in the next 48 hrs. - After **two full days of waiting**, I spoke directly to the *** driver, who confirmed **no pickup was ever scheduled** for my address. - Despite this, L.L.**** agents **falsely claimed *** attempted pickup**a verifiable lie. It was a pickup sent to the wrong address. **2. Kathys ********************* Mismanagement** - Agent ********* spent **30+ minutes** insisting the pickup was sent to the "correct address," despite my providing the correct address **twice** in prior communications. - She **stammered, deflected, and refused to acknowledge the error**, demonstrating either gross incompetence or deliberate deception. **3. Bobs Reckless Suggestion (Risking Customer Property)** - Agent ******* suggested I **leave the package outside unattended**, knowing: - *** had **no record** of a pickup. - If stolen, I would be **held liable**.- This constitutes **negligent customer service** and violates L.L.Beans own return policy. ### **4. Refusal to Issue Refund Despite Their Errors** - Despite **their** failure to schedule the pickup, L.L.**** **refuses** to refund me unless I return the iteman impossible demand, as **they** prevented the return from occurring. *Demands for Resolution 1. **Immediate refund for the item, **without** requiring its return. 2. **Written acknowledgment** of agent misconduct (Kathys gaslighting, Bobs negligence) **Supporting Evidence** - *** drivers verbal confirmation (available upon request). - Call logs/timestamps with agents ***** and ***. This behavior violates FTC guidelines and consumer protection laws

      Business Response

      Date: 04/02/2025

      We are sorry to hear about the customer's disappointment. When the customer contacted L.L. **** and explained he purchased a sweatshirt that was too big, our service ***resentative offered a courtesy *** Pick Up. Unfortunately, the *** made an error and arranged the pickup to happen at the customer's billing address on his order instead of his delivery address. We apologized and arranged a second pick up that was successful. This morning, April 2, 2025, the sweatshirt was returned to L.L. **** and the customer's ****** account has been credited as he requested.

    • Initial Complaint

      Date:03/24/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      LL Bean ********** notified me on 3/14/2025 that my credit card account **************************************** was closed without my consent and that my Bean Bucks have been forfeited immediately even though the LL Bean Mastercard letter dated 3/14/2025 states that I would have 90 days from the date of this letter to use my Bean Bucks. I have been a card holder since 2008. Unfortunately, I did not receive any advance notice that my account was going to be closed due to inactivity and that my $347.03 Bean Bucks would be forfeited other than this letter dated 3/14/2025. I would like my Bean Bucks to be reinstated so I can use them. I spoke to customer service today and the *** mentioned that I was notified back in October 2024. However, I never received any email about this October 2024 notice nor is it isnt viewable on my account when I logged in last week.

      Business Response

      Date: 03/27/2025

      We are sorry to hear about the difficulty our customer experienced with the bank. We will send an L.L.**** gift card in the amount of $347.03.

      Customer Answer

      Date: 03/27/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** ***

    • Initial Complaint

      Date:02/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mother, who lives across the country from me, ordered a few items and sent them to me as a Christmas present. They weren't a good fit and I looked up the return policy. The return policy said refunds would be issued back to the original payment method unless it was a gift, where they would be issued as store credit. On the order confirmation that came in the package didn't indicate that the order was a gift (I'm assuming there was a "is this a gift" box that was not checked when my mom placed the order). I contacted customer service over the phone who said since the order was shipped directly to me from LL Bean I needed include a different return form to be issued store credit. He sent me the form and walked me through exactly how to fill it out. I used that and returned the package with the provided return label as instructed. A week or two later, I received an email saying my return was accepted and the refund was issued to the credit card. I called customer support and explained the situation, she said she wasn't sure what to do so I asked for a supervisor. I explained the situation to him as well and he was extremely rude and combative. He didn't even attempt to help, accused me of fraud (since I wasn't the one the placed the order?), and said he worked there for many years and never heard of a situation like this. I find it hard to believe that no one has ever received a gift shipped to them and tried to return it. He admitted that it was their mistake and still told me there was nothing he could do and my only option was to call my mom, tell her I returned the gifts she sent me and ask her to send me the money. I didn't want money back, I just wanted store credit so I could order items that I could actually use. I'm appalled at the response and the rudeness and unprofessionalism of the "supervisor".

      Business Response

      Date: 02/26/2025

      Tell us why here...The order was placed under the customer's name and set up to ship to him as well. His mother's name doesn't appear on the order. The credit card he attached for payment was the card that was credited when the item was returned. Our policy is to refund the original method of payment. 
      L.L.**** will not issue an additional store credit, as we have already processed a credit for the returned merchandise. 

      Customer Answer

      Date: 02/26/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      My name was on the order because she was shipping it directly to me. If you check where the order was made and the billing address on the credit card, it is different from the delivery address. I contacted customer service and followed the instructions I received to ensure I would receive a store credit since the order was a gift. If it was refunded, I have no way to verify the accuracy of the claim since it's not my credit card and I'm not going to inform my mom that I returned the gift she sent me and ask her to send me money as the rude associate suggested. This was the first time I ever received anything from LL Bean and if this is how they treat their customers I certainly won't be a returning customer.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Colby

       

       

      Business Response

      Date: 03/13/2025

      The order was placed under the customer's name and set up to ship to him as well. His mother's name doesn't appear on the order. The credit card he attached for payment was the card that was credited when the item was returned. Our policy is to refund the original method of payment. 

       

      L.L.Bean will not issue an additional credit, as we have already processed a credit for the returned merchandise. With permission from the cardholder, which the customer has said is his mother, we can charge the card and then re-issue a store credit. 

    • Initial Complaint

      Date:02/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placedvan order January 10, 2025. Items were not received. There has been email correspindence requesting frefund. Vendor is stalling with excuses to refund an amount under $50 which makes me believe this is a scam. They do not provide a deliveryvservice name or tracking number.

      Business Response

      Date: 02/18/2025

      Good afternoon,

      After review of our records, I can confirm that Ms. ****** hasn't placed an order with L.L. **** and the email (*******************************), she provided is not associated with L.L. Bean.
      Unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 
      It's certainly disheartening but as this order wasn't placed with our company, L.L. Bean will not be processing a refund.

      Sincerely,

      ********* ******

    • Initial Complaint

      Date:02/14/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered some clothing from a company that I thought was L.L.BEAN .they advertise thier name. They were having a 90 %off sale for after Christmas. So I thought it was a legitimate company ...I placed my order on January 8th 2025...I ordered a sweater to wear to a surprise birthday party on ********. .I kept checking everyday for my package ...Today is FEB14th2025 and I STILL HAVE NOT RECIEVED MY PACKAGE !!apparently I think this is a ************ ..my order is found out is coming from ***** !!I emailed the company .they are telling me that they will give me a partial refund. They will keep the shipping and handling !!IM STILL WAITING FOR MY REFUND. I TOLD THEM THEY HAD BETTER BE GIVING ME A FULL REFUND !A PARTIAL REFUND IS UNACCEPTABLE !!SINCE I NEVER RECIEVED MY ORDER IN TIME FOR MY FAMILY SURPRISE BDAY PARTY I HAD TO GO SHOPPING AND BUY ANOTHER OUTFIT !PLEASE HELP ME GET MY FULL REFUND BACK !This is the email whom I've been Communicating by email with .******************************* I don't know if this is really THE **************** OR A SCAMMER *************** ..******** ******

      Business Response

      Date: 02/18/2025

      Good afternoon,

      After review of our records, I can confirm that Ms. ****** hasn't placed an order with L.L.**** and the email (*******************************), she provided are not associated with L.L.Bean.
      Unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 
      It's certainly disheartening but as this order wasn't placed with our company, L.L.Bean will not be processing a refund.

       Sincerely,

      ********* ******

    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In December 27th 2024, LL bean was having a sale online in which I purchased several items that came up to $59.37. The item was to be delivered within 7 business days. I kept in the look out thru email and tracking number. I was informed that my item was delivered and left at my home address. I called home and told my fianc to bring my box in doors, but the package was never delivered. I contacted LL bean and I advices them that package was never delivered to my home address as they stated, after several email to the company it was told that package was not able to be claimed. I advice them to refund my Credit card since I did not received my merchandise. LL bean refuses to refund me my full amount of $59.37. They state there company is under going financial problems. I explain to them that everyone including myself going thru financial problems and that is why we look and take advantage of sale. I been in contact with them thru email and until now they refuse to refund me my credit card of $59.37. I just need help in claiming my money back please.

      Business Response

      Date: 02/18/2025

      This customer never placed an order with L.L. ****. The order number they attached, DPSHA-GETD20241227303, wasnt generated by L.L. ****. 

      Unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase.

      While this is disheartening, no purchase was made with L.L. Bean so we will not be processing a refund.

      Sincerely,

      ********* ******

       

       

    L.L. Bean, Inc. is NOT a BBB Accredited Business.

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