Complaints

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

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• 

  L.L. Bean, Inc.

  15 Casco St Freeport, ME 04033-0002

• 

  L.L. Bean, Inc.

  75 Evergreen Wat S. Windsor, CT 06074

• 

  L.L. Bean, Inc.

  340 Legacy Pl Dedham, MA 02026-6829

• 

  L.L. Bean, Inc.

  131 Colonie Ctr Albany, NY 12205-2751

• 

  L.L. Bean, Inc.

  Ross Park Mall Pittsburgh, PA 15237

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.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed an order on 1-9-25. Their Asian customer service said it's on it's way. On 1-26-25 I contacted customer service again and told them that their tracker does not work and still no package. On 2-11-25 they said the package was already delivered which was a lie. I never got it or a delivery notification and I'm always at home. I requested a refund since I already paid for something I dont have. On 2-12-25 they said the package had been lost and offered to refund me 30 percent of what I paid. I refused. Today, 2-13-25 they offered to pay me a 50 percent refund which I refused. I want all my money back and this company should be shut down. I have sent the CEO ******* ***** messages about what's going on with his company which he has chosen to ignore. So. I want an apology from him and a full refund.

  

  Business Response

  Date: 02/13/2025

  Good afternoon,

  L.L. Bean has been communicated with Ms. ***** three times this morning. She has not been ignored.

  Ms. ***** provided us with the order numbers she received from the "business" she worked with and the emails she sent and received from their "customer service".

  None of these order numbers, (DPSHA-GET202501093033478160 and HBGJ0023238203YQ), or emails (*******************************), are associated with L.L.Bean.

  As I explained to Ms. ****** 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, ******** will not be processing a refund.

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

  Customer Answer

  Date: 02/16/2025

  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. 

  L.L.BEAN responded back to my emails and claimed my order was from a scam site posing to be them. So I guess you can close my complaint as resolved because they don't intend to do anything about it.

   

   

  

  Business Response

  Date: 03/04/2025

  As I explained initially, 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, ******** will not be processing a refund. 

• Initial Complaint

  Date:01/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered 1/14/25 from L.L. Bean advertising going out of business sale. Spent $55.20 and havent heard a thing from them! Have tried emails, no phone to call. Never heard from them after I ordered.

  

  Business Response

  Date: 01/28/2025

  After careful review of our records, I can confirm that L.L.**** doesnt have any purchase history for Ms. ******* and therefore will not be reimbursing the $55.20 requested.
  L.L.**** has no plans to go out of business and has not advertised this claim.
  We're wondering if perhaps Ms. ******* placed an order with another company and not L.L.Bean. Unfortunately, there are also fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 

  Sincerely,

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

  Executive Customer Assistant

  Customer Answer

  Date: 02/03/2025

  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. 
  

  Proof they replied I made the purchase! 

  [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,

  ******

   

   

  

  Business Response

  Date: 02/05/2025

  Unfortunately, it appears Ms. ******* ordered from someone pretending to be L.L. ****. The email on the screen shot she included isn't our business email address it is a Gmail.

  As I mentioned in my first reply, it's disheartening but, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. We did not receive any payment and will not be reimbursing any funds.

   

  
  

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Traveled to ****** via **************** on November 25, 2024. Upon arrive at ******************, the stand on the bottom of my LL Bean Expandable Rolling Pullman Carry-on was broken off. I purchased it in 2023. ********** denied my claim because I didn't file it within 7 days. I was on vacation through through December ******. When I returned from vacation, I left for a second vacation within days. After Air France denied damaged bag claim, I called LL bean to see if they would replace the bag. They said no. I am very disappointed they do take care of their customers better than this. I won't shop with them again.

  

  Business Response

  Date: 01/28/2025

  We understand that Ms. ******** request that L.L.**** refund her for the luggage was declined due to the fact that it didn't appear to be a defect with the product, but rather accidental damage caused during a flight.

  However, we have decided to make an exception. The luggage was purchased on 3/16/2023 and sold for $249.00. At the time of purchase a promotional discount was applied for $24.90. She was charged $236.43.

  We have issued a refund check for the amount paid and it will be sent to the address she listed above.

  Customer Answer

  Date: 01/28/2025

  [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 #******** since L.L. **** has agreed to refund me for the broken luggage. Although I understand the damage to the baggage occurred during the flight, I believe the way the stand on the bottom of the luggage broke off, reflects a defect with the luggage. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:01/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 January 5th, 2025, I placed two orders with LL Bean. The delivery was delayed due to weather, with the first rescheduled delivery date set for January 10th or 11th. However, the package continued to be delayed daily throughout the following week.I contacted LL Bean on January 16th or 17th to notify them of the issue and was assured the package would arrive the next day. The representative advised me to call back if the package failed to arrive, which I agreed to do. When the package still failed to be delivered, I called again on January 19th.During this call, I was only given two options: to wait or cancel my order. When I asked what would happen if the package was not delivered on the next delivery date, the representative refused to address the hypothetical scenario or provide a specific solution, reiterating that I could cancel the order if I was unhappy. The lack of actionable solutions and unwillingness to address the situation was unacceptable.

  

  Business Response

  Date: 01/23/2025

  After careful review, we're pleased to learn that on 1/21/25 our customer service department spoke with the customer. A replacement order was keyed, and the original shipments were recalled.
  
  However,it appears two of his original color choices were not available and were substituted with alternate colors.
  Today, we successfully located all his original color selections. We have cancelled the replacement order. The five items in question are being shipped today for overnight delivery.
  
  We have been unable to speak directly to the customer. Today, we left a message of apology for the shipping issue delaying his deliveries and informing him we were able to replace the original items as ordered.
  
  At L.L. Bean we take our customers concerns seriously and managers from the highest level of the company are aware of this matter.
  
  Sincerely,
  
  ***** *******
  Executive **************************************
  L.L. Bean, Inc.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 2, 2024 I placed an order online with L.L.****. I received the order, however, one of the items was too small. The package was returned. On January 3, 2025 I received an email that my return had been received and they were processing it. On January 13, I had not received an email that the return had been processed so I sent L.L. **** an email asking them if they had processed the return. I get an email back that said they had sent me a gift card. I did not request a gift card because I do not intend to reorder from them. I paid by Pay Pal and they should have reimbursed my Pay Pal account. Their web site states that" Gift recipients are mailed a Return Gift Card the next day via ****, which should arrive within 4-6 business days." This was not a gift, I ordered it and I returned it. I would like my ****** account credited for the amount of the return

  

  Business Response

  Date: 01/14/2025

  After careful review, we're pleased to learn that on 1/13/25 our customer service department spoke to the customer a second time and resolved their concerns. The gift card was redeemed, and a check is being issued since we are unable to manually refund to a ****** account. 
  
  We regret this was not resolved when we were first made aware of the situation.
  
  We look forward to serving her better in the future.
  
  
  Sincerely,
  
  ***** *******
  Executive Customer Assistant
  Executive Office 
  L.L. Bean, Inc.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased an LL Bean coat in Feb 2024. In Dec 2024, I was in my yard. Upon returning indoors I saw my coat had torn, likely from simply rubbing against a shrub. I did not fall. I did not misuse the coat. It has been barely worn and I was denied an exchange or refund from the store. There was no accident, no misuse. The coat description does not say it cannot stand up to hiking, walking, brushing up against the errant shrub branch. **************** wants me to send for an evaluation, something that will not guarantee a refund nor will it guarantee the condition it may return to me in.

  

  Business Response

  Date: 01/09/2025

  Upon further review L.L.**** has decided to credit Ms. ******* card. At the time of her purchase the coat was $279.00. She received a promotional discount of $55.00 and paid L.L.Bean  $223.20. We have credited her card $223.20. 

  Customer Answer

  Date: 01/14/2025

  [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:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 continues to advertise a false sale....while baiting with full price items that I browsed earlier in December. Not only do I find this deceptive, but surely it goes against the standard and practices of business. I have brought this matter to their attention and yet it continues and they need to be tagged for it.

  

  Business Response

  Date: 01/10/2025

  Our ******************** conducted a detailed and thoughtful review. We show that we have strategies in place to avoid these issues. However, we are continuing to investigate with Meta to be 100% sure this isnt happening in error. 
  It is never our intention to mislead a customer or practice bait & switch.
  We left a message informing the customer of this research and investigation;and we offered to honor a discount on the boots.
  
  We look forward to speaking with her.
  
  Sincerely,
  
  ***** *******
  Executive Customer Assistant
  Executive Office 
  L.L. Bean, Inc.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good morning my name is ******** *********! I have been a faithful L.L Bean customer for over a decade now. Unfortunately i am writing you today due to unresolved customer satisfaction. My moccasins were purchased in 2016, before 2018 when their return policy changed. per the guidelines on L.L **** website i still adhere to the policy of which i purchased them under in 2016 which is lifetime guarantee! At this current time i am unsatisfied with how quickly they wore, i can no longer tie them tight because the string ripped no longer holding my foot in place when walking so i am tripping because i can not tie the moccasin tight. I purchased the moccasins in 2016 with the understanding I have lifetime guarantee. Which per the website and customer policy for anything purchased before ************************************************ 2016 & i still have full range to exchange per your guidelines. however upon attempting to exchange the moccasins yesterday 11/29 @ 3:30pm at the ******** in *************, ** i was told I couldnt exchange because slippers are supposed to wear but under your policy that i bought them under Im supposed to have lifetime guarantee, and the string is ripped so i can no longer tie them and wear them without slipping for they are completely worn. yesterday i spoke to both women team leads Both were unwilling to help me. even after reading them the guidelines off the website, I would like to exchange my moccasins in peace without argumentative behavior for a policy that was written by L.L **** that is still in effect to this day. My name is ******** ********* and my mother ***** ******* was one who purchased them for me as a gift, and that is listed on the digital receipt. Please call me for further assistance! Thank you so much for your help. -***

  

  Business Response

  Date: 12/06/2024

  I was able to speak with the customer today. I clarified our guarantee as it is not now and never was a lifetime replacement program. We discussed the difference between a product with material or construction failure due to craftsmanship or a design flaw vs a product that has been worn out after many years of intended use.  We also discussed the need for proof of purchase, which we do not have.
  Since the store managers were able to view the product, we respect their decision to refuse the return. However, after having the opportunity to clarify the companys position I agreed to issue a gift card refund.
  
  ***** *******
  *************************************************
  L.L. Bean, Inc. 

  Customer Answer

  Date: 12/07/2024

  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. 

  I'm okay with the gift card, however the response stated above was not what was stated to me except for the lifetime guarantee. I was told she'd exchange the slippers, to then her then telling me she'd rather send a gift card for the slippers to be bought again under the new policy. The slippers were never looked at at the store. However, I am okay with purchasing the slippers again, just wanted that to be on record, thanks for your help!

  
  
  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:11/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 three shirts in my customary size...large. When the shirts arrived they were ridiculously oversized. I followed the instructions to return the shorts and exchange for the correct size and delivered the return package to *** on November 22, 2024.Typically it takes five days or less for a package to reach ***** from *******. I contacted customer service at ********************** on November 29. They denied receipt of the package and claimed it was not expected until December 6. That is implausible. I want my account credited and I will not do business with this company in the future.

  Customer Answer

  Date: 12/10/2024

  I have not heard from the business in response to my complaint. I demanded a refund and no response to that request was received.

  However, the company acknowledged receipt of the returned merchandise after more than two weeks.  Despite my instructions to cancel the order, the company sent an email stating that they were "exchanging the merchandise".

   

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

  

  Business Response

  Date: 12/23/2024

  Mr. ******* ended up disputing the charge for this order which has since been resolved. L.L. **** considers this matter closed.

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the Items without difficulty on the LL Bean Website and then I called a few days later and the LL Bean CSR angrily intimated that I was premature and impatient. I requested to speak to a Supervisor who apologized and reassured me that it would be Shipping soon and that I would be receiving the items that were in the Order. A day later, On the day that it was scheduled to ship, late in the Day, I received a Message that the Order was delayed but that it would be Shipping Soon. Finally, I received an Email Message two Days later that the items weren't available and the Message indicated that the order was Canceled with my name Prominently Displayed next to the word "Canceled". The way the Email was put together it looked like not only had my LL Bean Order been Canceled it was presented in such a way that it appeared that an angry person at LL Bean had also wished that I too had been Canceled. Very Contradictory and Confusing Communication from this Company and a Mean Spirited Vibe from some Employees was Noted.

  

  Business Response

  Date: 11/22/2024

  We spoke with the customer and apologized for the handling of his inquiry and subsequent cancelation of his order. We acknowledged his concerns and informed him we will share his experience with the appropriate managers for internal investigation.
  To resolve the matter, the Womens Pistil ****** Bucket Hat was located at one of our retail locations and is being expedited today to the customer.
  Lastly, we will review the cancelation email keeping in mind his shared perspective.   
  
  We appreciate his business and hope for the opportunity to serve him in the future.
  
  
  ***** *******
  *************************************************
  L.L. Bean, Inc.

  Customer Answer

  Date: 12/02/2024

  [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,
  
  ***** ******