Clothing
L.L. Bean, Inc.Complaints
This profile includes complaints for L.L. Bean, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 64 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2024
Type: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.
Purchased Women's Go Anywhere Clogs Nubuck, Black Order E4X001095602655 on March 23 2024 for C$147.47. Delivered to ******* March 28, 2024. Despite being indoor shoes in great shape (photos available for proof, and submitted in follow up with LL Bean) the tops of the shoes started coming apart from the soles in early September. Sept. 9, 2024, called LL Bean customer Service: CSR *** explained that I was not allowed to return the shoes through the ******* store 15 minutes away and would have to ship them back to LL Bean for a refund or exchange (for the latter, he explained that I should mark the paperwork with the returned shoes to ask for a full exchange as I love the shoes, and *** suggested that these might simply be a defective pair). He sent the paperwork electronically to send through DHL...and including a charge of $14.19 for shipping! I returned the shoes, which were received by LL Bean on Sept 11...and waited for 10 days, with no return. I followed up with customer service, and each time was given a different story, but all agreed that (a) I should have just returned the shoes to the Toronto store and (b) that I should not be charged for shipping. Also promised calls back...none. Then told that ********** was handling the return for LL Bean but couldn't refund because my credit card had expired (same number though) but CSR disagreed. Then on Sept *********************************************** the return had been cancelled. More follow up to LL Bean, and still nothing...finally had a call back (message cut off and no call back) explaining the I would need to wait for Borderfree to get in touch to get a refund. This was repeated in an email from LL Bean on Sunday Sept 29 confirming that my refund will be for $133.28, despite confirmation from LL Bean CSRs that they have noted in my file that I should get the full amount of $147.47 back. No shoes, no refund, no service and 20 days since LL Bean received my defective shoes. Can you assist?
Business Response
Date: 10/01/2024
I was able to speak with our Canadian customer today. I extended our apology for the issues occurring with her return. I expressed out disappointment that we were not able to speed up her request for refund.
To clarify policy, yes, a return to a L.L.Bean Store in ****** is acceptable.However, an exchange is not possible when returning through Borderfree to L.L.****. Knowing they will be issued a refund for the return; we instruct customers to place a new order for the desired item.
The customer would like a new pair of shoes.
To resolve, a replacement order has been sent without additional charge to the customers credit card.
We will follow up with Borderfree to cancel the request for refund.
I thanked the customer for bringing her experience to our attention.
I will follow up with her once the merchandise ships and then again when delivered.
Sincerely,
***** *******
Executive Customer Assistant
Executive Office
L.L. Bean, Inc.Customer Answer
Date: 10/07/2024
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 #********.To clarify: the issues did not revolve around impatience for a refund, but rather misinformation from the outset and throughout the process re how Canadian LL Bean purchases are processed.
To summarize what I discovered after several calls: yes, you can/should bring a defective product to a Canadian retail location for an exchange; no the customer should not have to pay for the return of a defective product; after Borderfree receives a return there seems to be a black hole of communication/follow up on the return; Borderfree is LL Bean's agent for international but there doesn't seem to be effective communication between the two when it comes to returns/refunds; customers can only deal with **********************, not directly with Borderfree; that Borderfree can unilaterally cancel a return without letting LL Bean know why/how etc leaving the customer without a refund or recourse except through LL Bean; that LL Bean CSRs are always friendly and try to be helpful, but do not seem to have much information available to them and rely on who they refer to as "the higher **** for advice; that while communicating with the administrative/executive side of LL Bean doesn't seem to catalyze things, resolution is very swift when you involve BBB! So thank you!
Once BBB shared my issue with LL Bean on October 1 (21 days after the product had been received by Borderfree for LL Bean), ***** was swiftly on the case! She confirmed that, yes, I could have returned the shoes to the Toronto store and could have exchanged them there and then on Sept. 9. Knowing that all I'd ever wanted was a new, non-defective product, and understanding that the return process had somehow been stymied, she worked with ********** to officially cancel any refund they might have been processing, and effective an express delivery of my product on October 4. I suspect that mine was an outlier of missteps and misinformation within the org process - I have always had confidence in the LL Bean product and service, so this issue had me stymied. I am grateful to BBB for providing such an effective complaint and resolution opportunity, and to ***** for her service and care once the file landed on her desk!
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
********* *****Initial Complaint
Date:08/28/2024
Type: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.
This is a warranty issue. Per LLBean website: After one year, we will consider any items for return that are defective due to materials or craftsmanship. I purchased a $79.95 camp chair 9/17/21, and only use it a few days a year for car shows. A rivet on one of the legs of the chair completely sheared off. I sent contacted customer service, and was told to mail in the chair, which I did. Today I received a phone call saying they would not replace or repair my chair, as rivets shearing off is "normal wear and tear". I do not agree. I would expect this from a $10 camp chair that one buys at ******** not a $79.95 camp chair from LLBean. I would expect rivets to hold for the life of the chair. I want a replacement chair provided. They said they are mailing me my old, unusable chair back.Business Response
Date: 09/04/2024
We were able to speak with the customer today.
We agreed to an exception after having the opportunity to discuss the condition of the chair which led our Returns Specialists to deem the product damaged not defective. Therefore, refusing the return.
We have requested the replacement.
We ask that she destroy the damaged chair.
We apologize for the frustration and confusion that occurred during the conversation with our Returns Specialist.
We look forward to serving her better in the future.
Sincerely,
*************************
Executive **************************************
L.L. Bean, Inc.Initial Complaint
Date:08/13/2024
Type: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 online with LL Bean on August 1, 2024 using an After Pay card. LL Bean called me on August 12, 2024 and requested I pay them for the order again. According to LL Bean, when I placed the order they did some sort of initial charge to the card and need to charge the card again but cannot. I checked my After Pay account and saw the card was processed. I informed LL Bean that I would not pay them twice. LL Bean stated they would switch my order to an invoice and if I dont pay them again, they will continue to email me an invoice every month until I do. I have not received any notification from After Pay that LL Bean has cancelled the order and they are refunding me. I will not pay twice for the item. If this issue is not resolved through this process, I will file a grievance against LL Bean with the ************************ and report LL Bean for consumer fraud.Business Response
Date: 08/19/2024
We were able to speak with the customer on Thursday, August 15th. She received notice the prior day, from the Buy Now pay Later (BNPL) card company, confirming they did not receive a charge from L.L.Bean.
The customer contacted ************ earlier today providing payment for her purchase.
A zero balance Invoice is being sent to the customer at her request.
We appreciate her business and hope for the opportunity to serve her again in the future.
***********************************************************************************************
L.L. Bean, Inc.Customer Answer
Date: 08/19/2024
[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,
*******************Initial Complaint
Date:07/11/2024
Type: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.
Order # ************ placed Wed, Jun 26, 12:10PM Weve Processed Your Return email from LL Bean dated Wed, Jul 10, 2:30PM Your Gift Card Is on Its Way! Order # ************ today July 11 2:13PM I never authorized a gift card for my return. A return means money back -- on the credit card. LL Bean has engaged in an aggressive tactic to retain cash in its firm -- at the expense of a consumer. Simply honoring the return with the standard refund is the way to proceed. In fact, had we visited to a local LL Bean store and returned the products, then the LL Bean store surely would have returned the value in the form a refund to the credit card. At the very least the LL Bean store would have ASKED if we wanted a gift card. What LL Bean executives have done appears to have programmed a database to issue gift cards -- not returns --when a family member is involved with the return or something to that affect. An approximate 80 USD refund less shipping of 6.50 is required. An apology for an undue inconvenience is also requested.Business Response
Date: 07/24/2024
After careful review, we're pleased to learn that on 7/12/24 our customer service department spoke to the buyer and resolved their concerns by redeeming the gift card and refunding the funds to his credit card.
We were unable to speak directly with the recipient today. We have left a message apologizing for the situation and informing him the issue was resolved.We invited him to call us to discuss his concerns.
We look forward to serving him better in the future.
Sincerely,
*************************
Executive Customer Assistant
Executive Office
L.L. Bean, Inc.Customer Answer
Date: 07/29/2024
Acceptable response since LL Bean staff voicemailed me to say that my idea is under consideration: end the policy of gift-carding the LL BEan consumer who receives LL Bean goods paid for by another individual. That is, if the consumer slip is selected/checkmarked "Return" and then mailed to LL Bean, then a gift card is not what the consumer is looking for,
Waiting the requisite estimated two to three weeks for a return by mail, consumers do not want to have their express indication overridden by an aggressive policy of gift-carding the recipient for returned value -- of not refunding the money.
Thank you for reconsidering the current LL Bean policy.
The next time we return by mail, it will be expected that the return value will be fully refunded ceteris parabus.
Regards,
*********************Initial Complaint
Date:03/22/2024
Type: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.
Account **************** I disputed two fraudulent charges on my credit card that I stopped using over a year ago, I reported the dispute and LL Bean Master Card is not working on this issue at all and I do not owe on this CC at all. I want NO communication with this company at all, they need to adjust off all fraudulent charges.Business Response
Date: 03/27/2024
************ does not have access to the customers banking information. Therefore, we sent this complaint to our partners at **************************** Their response to ************ is that as of March 11th, a claim has been filed. This process can take up to 90 days to complete. During the investigation period the customer is not responsible for the unauthorized charges and any related fees. They indicated they sent a letter to the customer outlining all of this.
We hope this update is helpful.
Sincerely,
*************************
Executive Customer ******************************
L.L. Bean, Inc.Initial Complaint
Date:03/07/2024
Type: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.
Your mocassins, that I collected as a sad, poor excuse of a warranty replacement, they blew out on me. As I walked myself down the street with no elements working against me. I tripped, and fell, as the result of your manufacturing. I will never pay $100 for moccasins again. Please, dont ask for photos of how bad the fall was. I'll send you them directly.Customer Answer
Date: 03/19/2024
I have not heard from the business in response to my complaint.Business Response
Date: 03/20/2024
We left a message of apology for the customer on 3/13/24 but have not heard back.
We are prepared to honor her request for replacement (or refund), sight unseen,once given the opportunity to discuss and clarify L.L.Beans guarantee, return policy and special conditions.
This is a policy exception.
We reserve the right to request return of the product for evaluation to determine if it has failed due to a material/construction/craftsmanship defect or design flaw vs a product that has been worn out due to heavy use.
We apologize for this customers experience.
We look forward to a discussion with her.
Sincerely,
*************************
Executive **************************************
L.L. Bean, Inc.Customer Answer
Date: 03/21/2024
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 dont receive voicemails due to a ******* glitch. Photos attached, the entire stitching on the left side of the left shoe busted open at once. These are an about a year and a half old They were purchased at the ******************* location, I am sure you are able to look up the purchase with my information. I am happy to send them for review if a label is provided. I would be fine with a replacement.
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: 03/27/2024
LLB is anxious to resolve this for our customer. However, we need to clarify details before we can proceed.
She will need to contact me directly at ************ at her earliest convenience.
Sincerely,
*************************
Executive Customer Assistant
Executive Office
L.L. Bean, Inc.Customer Answer
Date: 03/29/2024
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.
Left two messages Wednesday and today. Are you on eastern time?
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: 04/19/2024
************ is on eastern time.
I'm sorry I was not available to take your calls. I hope you will continue to try to reach me so we can resolve this issue for you.
My business hours are Monday through Friday 8:00 a.m. - 4:00 p.m. est.
Again, my direct phone number is **************. If you do not reach me, please leave a message providing a specific day and time when I can call you.
I look forward to speaking with you soon.
Sincerely,
*************************
Executive Customer Assistant
Executive Office
L.L. Bean, Inc.Initial Complaint
Date:02/29/2024
Type: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 called to cancel my credit card account last month, and to report two fraudulent charges on a card that I have not used in over a year. This call was made last month, the person that I spoke with told me that this issue would be handled. I got another statement stating that I owe late fee and the for the two fraudulent charges. I attempted to call again and got nothing but the run around. I do not have the patience for this company at all.Business Response
Date: 03/07/2024
I was able to speak with the customer today. I extended our apology for the issues occurring with his L.L.Bean Mastercard account.
We have referred this matter to our partners at Citibank. *************************** will research and contact the customer to discuss a resolution.
I thanked him for bringing this to our attention.
Sincerely,
*************************
Executive Customer ******************************
L.L. Bean, Inc.Initial Complaint
Date:02/21/2024
Type: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 clothes and slippers from LL Bean site from ********* After I ordered and paid from my Milestone credit card once was $74.00 then Desires Fashion Boutique took another $74.00. Its total $148.00. I got email from Deziraes Fashion Bontitque said they canceled my payment. Actually, I never got package of clothes and slippers at all.,I tried to email to Deziraes Fashion Boutique to find out whats going on with payment. I never got respond from them. Its not fair. Their email address is ************************** I cant find their phone number and location through ****** and ********* The area code is from *******. Then I got email from PayPal sounded like not doing anything that I want dispute payment. I did emailed to PayPal where was my package go and took the money! I never got answer from them. Their email address is ****************** I dont know why I couldnt order direct to LL Bean. It looks like someone doing scam as copy LL Bean website.Customer Answer
Date: 03/04/2024
I have not heard from the business in response to my complaint.Business Response
Date: 03/07/2024
We were unable to speak directly with the customer today. We left a message informing her that the ******** advertisement she purchased from is not authorized by ************. It appears to be a scam.
We suggested she reach out to her ************************ to file a complaint against Deziraes Fashion Boutique.
We expressed the hope that she can recover her money.
Sincerely,
*************************
Executive Customer ******************************
L.L. Bean, Inc.Customer Answer
Date: 03/11/2024
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 got call from LL Bean office. LLBean said they didnt create the ad where I ordered items on ********* I got no package. The reason why I rejected business response get lawyer because I feel I not getting help find NY lawyer. Actually, I cant afford get lawyer. LL Bean told me to contact Deziraes Fashion ********. I have no way to contact because I never received email response that I requested refund that Deziraes Fashions ******** canceled my payment and no package. I need $148 back please! Here is email address **************************
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: 03/13/2024
We did contact the customer via TTY.
We explained that this is not the result of a purchase with ************. The advertisement she purchased through is not authorized by ************.
************ did not collect any money from the customer.
What we suggested was to contact the ** ************************* to file a complaint against Deziraes Fashion Boutique.
Sincerely,
*************************
Executive Customer ******************************
L.L. Bean, Inc.Customer Answer
Date: 03/20/2024
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
The reason why I rejected because if I answer satisfactory will close case. How will I get money back? I attached pictures of Dezire ******** Fashion and PayPal. Why PayPal wont do anything with Dezire Boutique Fashion? But why my credit card statement shows lady not name of business *************** Fashion? My credit card company said my case is still open and wait 60 days.
637981953B0C3
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:02/16/2024
Type: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 purchased a pair of Men's Bison Double Sole Slipper Shearling slippers (Order Number: ************) from LLBean online Nov. 30, 2013. At that time, the guarantee was 100% Satisfaction Guaranteed. No Conditions, No End Date. The slippers were worn during a couple of months in the winter annually since they were bought, on at-home indoor flooring, a few times a week by a *************** who mostly sits at his desk or reads on the couch. This incredibly light use does not warrant the holes that appeared or the shearling disappearing, so this is clearly an item quality issue. Bison leather is supposed to be almost twice as strong as cowhide and last for decades. Anyhow, I inquired about an exchange and I was sent instructions to return them and I did, citing receipts, guarantee from that time, etc. I was asked to call them as they needed more information from me and the first person I talked to tried to tell me that it is my interpretation of the return policy that is wrong, and that they will not honor my interpretation of the guarantee. I requested a supervisor, who emailed me back and proceeded to tell me after I explained everything again that that the holes in the soles must be from wear, and why have I not returned them sooner. So in essence, she knows better how those holes got there and scolded me for not noticing at just the right time, when the holes were just appearing. And what size holes exactly are appropriate to identify a quality issue? Small, but not big? Dime size but not quarter size? They have refused to concede that this type of disintegration combined with the light wear means the manufacturing and the way the slippers are made is the problem. My husband and I are deeply disappointed at the company's lack of accountability and product quality.Business Response
Date: 02/29/2024
We have been unable to speak directly to the customer. On 2/21/24, we left a message inviting her to contact us to discuss the matter of the slippers.
Once we have a conversation, we will gladly discuss a resolution.
We look forward to a speaking with the customer.
Sincerely,
*************************
Executive **************************************
L.L. Bean, Inc.Initial Complaint
Date:01/24/2024
Type: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 slippers on Dec. 30, 2023. They arrived, when I put them on the elastic on the back broke. These were extremely cheap and I returned them. I asked to have the refund placed on my credit card. They refused and set me a gift card, that I will never use on this business. I want the amount refunded to my credit card, not a gift card.Business Response
Date: 01/31/2024
We spoke with the customers assistant today. She will relay our apology for the handling of her return and request for refund to her credit card. We acknowledged the customers concerns and informed her we will share her experience with the appropriate managers.
To resolve the matter, we have redeemed the gift card for a $74.19 refund to her ****. Additionally, and because the returned item was defective, we processed a second refund to her **** card for the $6.00 shipping and handling.
We appreciate her business and hope for the opportunity to better serve her in the future.
*************************
Executive **************************************
L.L. Bean, Inc.Customer Answer
Date: 02/01/2024
[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,
*************************
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