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:10/06/2022
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 had a $57 balance on my LL Bean credit card and paid it a few days late. It is issued by Citibank.I was charged interest AND a $27 late fee - for a $57 balance! Isn't that USURY?Needless to say I closed the account and will not be shopping at LL BEAN again despite 5 generations of my family shopping there. GREEDY!!!
Business Response
Date: 10/20/2022
We have been unable to speak directly with the customer. We left two messages inviting him to call us to discuss the matter.
We understand his concern regarding the late fee and welcome the opportunity to speak with him soon.
*************************
Executive Customer ******************************
L.L. Bean, Inc.Initial Complaint
Date:08/20/2022
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.
[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,
*************************Business Response
Date: 08/25/2022
I reviewed with Returns the recent processing of parcels. The credit has now occurred. Here's a summary of related transactions:
7/04 Charge 32.42
7/20 CREDIT 32.42
7/21 Charge 32.42
8/03 Charge 32.428/22 CREDIT 32.42
We receive hundreds of transactions each day. Depending upon the workload, representatives provide their best estimate as to when a return will be resolved. We welcome constructive comments and apologize that the anticipated credit did not post sooner as expected.
Sincerely,
*************************
Executive Customer Assistant
L.L.Bean, Inc.Initial Complaint
Date:08/19/2022
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.
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.I also want to add that a) I am grateful for the assistance provided by BBB in sorting out this issue and b) LL Bean handled this professionally and I will continue to shop there. ****************** is exactly who should be the face of the business and she addressed my concerns and rectified the problem immediately. A big thank you to for the support.
ld just throw it away. It is a great suitcase but the wheel makes it nonfunctional now. LL Bean never used to be like this. I dont know how things got so bad with customer service but is is disappointing.
Regards,
*************************Business Response
Date: 09/02/2022
We were able to speak with the customer today. We clarified our guarantee as it is not now and never was a lifetime replacement program. We explained that the goal of our Returns Specialists is to determine if a product has failed due to a material/craftsmanship defect or design flaw vs a product that has been damaged due to improper use or one that is at the end of it's useful life.
Since the Return Specialists were able to view the products, we respect their decision to refuse the return. However, after having the opportunity to clarify the companys position and in appreciation of her business over the years, we have honored the customers request. We have replaced the luggage.
We apologize for this experience. We never want our customers to feel as though we are unwilling to assist them. the customers concerns have been shared with the appropriate managers.
We appreciate her business and hope for the opportunity to serve her again in the future.
Sincerely,
*************************
Executive Customer Assistant
Executive Office
L.L. Bean, Inc.Initial Complaint
Date:08/01/2022
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.
[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 received a call from LL Bean finally saying they would accept the return, after two of their customer service representatives said they would NOT do so. Instead of issuing a refund, as requested, I was issued a gift card from LL Bean today, which I said was NOT acceptable. I have called this morning to request this gift card be converted to a refund check and was told this would be done.
Given the various responses I have had from LL Bean all along, I would like to CONDITIONALLY accept their response, PENDING the arrival of a refund check from them. If it is not received within the time they themselves have stipulated for receiving the check (**** days), I would like to reopen this case.
My sincere thanks for your help with this matter.
*************************Business Response
Date: 08/08/2022
Our ****************** refunded ************** for her luggage and she is aware.
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