I have been an on-line customer of LL Bean for at least a dozen years, mainly for their clothing and shoes. In fact, I have been ordering the same shoe design, their Men's Comfort Mocs, for this entire time. Recently one such order had an interesting "side effect" in that after a year or so the right shoe developed a noticeable color deviation on just one half of its upper suede panels. Since I have a half dozen of these style shoes in my wardrobe and only occasionally wore this particular pair I ignored this anomaly for a while. However after being teased with such comments as "So, did you dress in the dark today, Frank? I see your shoes don't exactly match!" and "Are you trying to bring back the two color Saddle Shoe look, Frank?", I decided to contact LL Bean. I explained that if both shoes had this "two tone" effect that I would be happy since it looked pretty cool but since one stayed the original color and the other didn't, I would like to exchange them for a pair that had the same color on both shoes. They told me to send them back the shoes at my expense, which I did. A call back from their customer service department acknowledged that they were indeed as I described but that because I had owned them for several years that Bean would not make good on their warranty and replace them, even if I paid for part of this exchange price. I had them send the shoes back to me as there is still plenty of wear left in them and now that the "kids" have started wearing dissimilar colored socks and shoes, I guess that I am going to be right in style... although the look isn't quite the same on an 80 year old man as it is on a 14 year old girl.

My Mother purchased some shirts from LL Bean for me as a gift. I returned two of them and it was clear that the original form of payment should be reimbursed. Instead of their reimbursing my Mother -- on her original form of payment -- they sent me a "merchandise credit." I contacted LL Bean through chat, asking them to reimburse the original form of payment as was so clear on the original return. The chat CSR, Gary, told me that I would have to CALL them to get her card reimbursed. I asked why on earth they had not reimbursed her card when they received the return. He asserted -- not kidding -- that it was "against the law" to do so.

Fortunately I saved the chat whereby he made this ridiculous claim.
"Why did LL Bean not honor the return request? This is unacceptable. And it is not the way *any* other returns were handled by the merchants."

Gary: "Sorry, by law we cannot do that."

"So all other merchants are violating the law? You know that's silly. LL Bean simply wants the gift recipient to purchase more rather than reimburse the original form of payment."

Gary: "Sorry, we can only help you with the above solution."

LL Bean is making my elderly mother call them to get HER money reimbursed to HER credit card because they refused to do so either with the original return or after I contacted them by chat.

She will do so. But she also will no longer be ordering gifts from LL Bean nor will I be shopping there.

LL Bean lost TWO customers for life -- people who have bought thousands of dollars worth of goods over a thirty-year period. They must be *desperate* to engage in such shady practices.

I have been an LLBean customer for my family for about 35 years. I've noticed over the last several years the quality has not been up to their old standards. Purchased a 850 Down men's jacket about 3 to 4 years ago. The outer shell ripped when I called customer service they said put tape on it as it could not be repaired. My wife wouldn't go out with me as she said it looked ridiculous. I bought a second one in fall of 1999 for $175 to 200. Noticed the chest pocket was now smaller as iphones fell out of it all the time unless you always zippered it.( save fabric material and save money. Again the shell developed holes or rips. Called customer service and again they told me to put tape on it and actually recommended a tape brand, fabric cannot be repaired. Here is picture.

I always bought LLBean! When the old man ran his business he cared ab it.He's now passed on&whomever took over wants the money but doesn't want to give us the quality.The foot wear is being made *******@the world now&is being cheaply made. Bought a pair of slippers wore them twice&the bottom fell out. Made in China! I was willing to pay more for their footwear bc it was good quality that lasted, no more! Ive tried 5times&Thats the last of them getting my money! Oh&no 1/2 sizes now! If I wanted junk footwear I can go to Walmart ty.

We ordered house shoes understanding the would arrive after Christmas. Called 2-3 times and LLBean said they were back ordered. Called AGAIN today (2. 1. 2021) asking when they were to be shipped and LLBean said they cancelled our order! We were never told. NOT ACCEPTABLE LLBean. Why would we ever order from you again?

I ordered slippers that did not fit even though I ordered my size. I returned them for a refund. I did get my refund minus 6.50 for shipping. They waive that IF you have their credit card. That policy has made it so I will not ever purchase online with them $6.50 loss for me when something does not fit. I was penalized because of sizing?

I wore $90 LL Bean Boots 10-12 times in 7 or 8 years and just putting them they split a main seam. (see Photo #1) no wear on soles and clear LL Bean logo (see Photo #2) and my wife's fell apart years ago too. Customer service is as crappy as the Boots when they tell you there is no remedy, you just have to eat it. They ended "lifetime warranty" during these years and I now I know why. Crappy products, crappy customer service, buyer BEWARE!

I needed XL dog bed plastic liners for a $250.00 dog bed that they sell and the customer service rep was absolutely useless in helping me find dog bed plastic liners. You would think that if they were an American company that they could actually make you a dog bed plastic liner. I think all L. L. Beans products are made in China and or other countries and then they charge you a very high price for their products. I also had to wait on the phone for 30 minutes, and then customer service rep for L. L. Bean did nothing to help me find plastic dog bed covers for my two dogs. Crappy customer service from L. L. Bean..

At 5:23 a.m. Nov. 18th I ordered snow boots for my wife. She saw the confirmation email at 6:30 a.m. and brought to my attention that the boots were the wrong size. At 7:05 I contacted the company and told them I needed to change the size. They told me it was too late to change the order and the boots will be delivered on November 30th. When they arrive I`ll have to send them back at their expense and they`ll send me the proper size boots, again at their expense. It`s inexcusable that they couldn`t change the order 90 minutes after receiving it. We had better IT in the steel mill in the 1970s. The package wasn`t being shipped for at least another 10 days and they couldn`t change the order. Unbelievable!

Update: LL Bean has refunded my shipping costs after I complained. I'm upping my review to 3 stars as a result.

I got only half of my order and they left me waiting for the other half. I had to ask before they told me that the company they hired couldn't find my address for the second half of my order (the same address that they already delivered to). This Christmas gift will probably be late now.

Then instead of trying to make things right, they refunded my purchase and told me to reorder it again if I still wanted it. This means that I lose my free shipping because my $110 order is now only $55. I am not happy with this level of customer service. I would not recommend shopping here.

The problem seems to be more about the shipping companies they use then the company themselves. STOP USING SPRINTSTAR to deliver your packages. They are obviously not competent and will continue to tarnish your company's name.

I have been purchasing from LLBean for over 30 years - first from visits to the USA then on line. The quality of their products has severely declined. A jacket was purchased for me with cash by my mom so no proof of purchase and barely worn it despite having it for about 2 years. Their new policy of returns is clearly needed not because customers were abusing returns but rather that the workmanship has so declined they can no longer offer it. The zipper appeared defective from the start but just didn't wear it until recently so hadn't realized how bad it was. Llbean USA refused to fix the zipper without proof of purchase. As it clearly shows LLBean name and is their product which looks almost brand new their refusal is shocking. Their customer service disconnected my call while at the oakville Canada store waiting to speak to a higher manager, and neglected to call us back when they knew who called. The incredibly helpful oakville manager tried to find other ways to get the zipper fixed and when that failed assessed the problem and discovered that the zipper was installed backwards which explained the defect! Ryan the manager patiently explained how to fix the zipper and apologized that he couldn't arrange to fix it for me. My mother and I will never shop on USA on line again and will in future make all purchases at the oakville store where I experienced great customer service with very empathetic and knowledgeable staff. I purchased some tshirts and turtle necks because they were made in Peru which is where their clothing used to be primarily made. My old tshirts lasted longer than ones purchased in the last two years!

Their customer service is awful so I am assuming the brand overall has tanked. After spending 45 minutes (no exaggeration) on the phone with LL Beans customer service team I ultimately decided to not place the order with them. They were unable to offer me free expedited shipping after the hassle their system created after signing me out and not allowing me use the discount code for signing up for the MasterCard and getting approved. I plan to just close my LL bean credit card and never order with them.

NOT the quality company and products that it WAS. Purchased this Premium Dog Beds Couch Denim Large on March 20,2019 for our medium-sized Shepherd/Lab rescue and he fell in love with it! Loves the bolsters and "goes to bed" easily every night. Even though it is DIFFICULT to un-stuff and re-stuff to wash the cover, it was worth it. Today, while 'making his bed' I noticed a 1.5" tear - it is not a chew. Probably just his jumping into bed. Quality is not what I was let to believe for a $200-plus bed. Silly me! Customer service could do nothing. I am VERY DISAPPOINTED in the quality of the product and the after-service in such a short time. I thought the LL Bean denim heaviness would last YEARS... Oh well.