Reader Jeremy (aka Bulldog9908) says:
I wear dress shirts to work every day, so for Christmas, my wife ordered three new shirts from LL Bean. Like all my other shirts, she ordered them with my initials monogrammed on the pocket. Some of my old shirts are a little threadbare, so I was thrilled to have new shirts. (Kids, when you get older, clothing CAN be an exciting Christmas gift.) The Monday after Christmas, I pull one out of the closet to wear to work. The sleeves are too short—way too short.
I didn't try them on Christmas day because almost all of my shirts come from LL Bean. They're all the same size. I just took them from the package, washed them and hung them with my other shirts.
Turns out, my wife had confused my inseam length with my sleeve length and ordered shirts with the sleeves three inches too short. I was quite disappointed, but my wife was fuming mad at herself. That's about $150 worth of shirts that had my initials on them and I couldn't wear. We, naturally, assumed we would be stuck with the shirts. It was her error, not LL Bean's. We'd just be careful ordering in the future—"Measure twice, order once," to steal a carpenter's axiom.
I encouraged my wife to call anyway, just in case, and explain what had happened. Reluctant to admit a mistake, she waited to call until yesterday. She wasn't calling to try to return them, just to place an order for replacement shirts.
The conversation with the LL Bean customer service agent went something like this (paraphrasing):
Wife: "I placed order xxxxxxx in November, and I'd like to re-place that exact order with different size shirts."
LL Bean: "That's an odd request, why do you need to do that?"
Wife: "I ordered the shirts for my husband, and the sleeves are 3 inches too short, but it was my mistake, and they are monogrammed, so I know I can't return them."
LL Bean: "Oh, you need to send those back to us. We'll replace them for you."
Wife: "But it was my mistake. I don't want you to have to pay for my mistake. Can I just place a new order?"
LL Bean: "I'm sorry, ma'am, I can't place your new order for those shirts, you'll have to send them back so we can replace them for you."
Wife: "They're monogrammed though, you won't be able to re-sell them."
LL Bean: "I understand that, but we always want to make sure our customers are 100% satisfied with their orders."This is truly an above and beyond from LL Bean. We ordered the wrong size monogrammed shirts, called them not to try to return them but to place a new order, and LL Bean refused the new sale and instead is sending us new shirts and eating $150 on the monogrammed shirts. Instead of $300 in sales, they have $150 in sales and three ruined shirts.
We hear that kind of story all the time from L.L. Bean customers. L.L. Bean just really wants you to be happy. You could probably buy a flashlight or something and then go back three years later and tell them you were feeling sad in general for no real reason and they'd at least give you a hug.
]]>Why does this matter? Several weeks later we were shopping for a nice amount of clothes. My wife and I saw that our local mall had one and that's the first (and only place in the end) stop we made.
Coincidence?
]]>HOWEVER, BEFORE GREED AND CORRUPTION BECAME THE NORM IN THE U.S.A., MOST STORES AND COMPANIES ACTUALLY CARED ABOUT THEIR REPUTATION AND THEIR CUSTOMERS.
]]>I would have been happy to keep the old one as it had a lot of sentimental value, and for all its use, was still in really good shape except for the one strap. I hope they had it fixed and somehow it ended up on another world traveler for cheap. I'm kinda sad that I let it go, actually...
]]>I have seen people bring in 20 year-old boots and abused sleeping bags, and day in-day out, Bean's provides replacements and refunds with a smile. They mean what they say. Ayuh.
]]>Their backpacks are the best by far imo. Heavy duty as hell with the right amount of pockets and everything. I still have one that I used in my last year or two of high school and all through college and it's still in great shape.
]]>Their policy is the best! During high school I always had the monogrammed LL Bean backpacks because they were really heavy duty and lasted much longer than others through the rigors that I put them through (my high school was.. intense).
Still, one time I ordered a new backpack to replace my older one that had a dog chew on it, had a hole in the bottom etc and almost immediately my dog chewed through the strap again! My mom called them up to get me a new bag but they saw that she had just ordered the same bag and they had us send that one back for a replacement, even though my dog was the one that did it! That left a lasting impression on me obviously...
Thank you, this calendar was beautiful, but $28 was a bit steep. I know why they charge this much, I just wish they published a standard folded calendar with the images on the top. They could then also label the holidays.
Ever notice how hard it is sometimes to find seasonal calendars like this, that show snow in the winter months and warm scenes in the summer months? Maybe even suggest a major holiday takes place that month?
]]>Don't change a thing, LL Bean!!
]]>LL Bean's quality is great and after this experience, i will begin shopping there myself!
]]>I have a 20" inseam and wear a 40" sleeve.
I also wear suspenders and roller skates around the office. If you anger me, I'll throw poo at you. If I like you, it will be my poo.
]]>I'm kidding folks.
]]>And by that standard Wal-mart products wouldn't be considered fit for use by any living being, which, come to think of it, isn't too far off the mark.
]]>@davej147:
Nice story, and a good parable about the company. They treat their employees as well as any company can. Part of it is that they a locally owned company.
Employees share in the fruits of their hardwork and loyal customers - if the company does well in a given year, there are salary based bonuses - and they are substantial, sometimes double digits. And it's across the board - not just the top line employees.
2008 fiscal year hasn't ended yet, but we'll see if they continue the trend. In some years past it's been as high as 20%. That's really outstanding. Imagine working retail, and getting a 20% bonus - when you are making $25k a year, an extra $5k is a real boost to your standard of living.
]]>Sadly you might be onto something. I have a close relative who works for Beans, and we are used to each year being a very "Bean" Christmas (employees get discounts like you can't believe, they have an entire employee store. Think $20 couches).
I think the real problem is that the people who actually make stuff aren't used to being told to make a good product anymore, they are used to being told to make a crappy product and pass it off as good. I've seen this in a few few other fields with retailers who always have had good products just can't get manufacturer's who have the ability to really make a quality product.
It's like the entire global system is being pulled down into the lowest common denominator of crappy production and cheap stuff.
]]>So, LLBean doesn't have that, but another Maine store has something really similiar, and just as or more beautiful. (And they have a store about 2 blocks from LLBean, very similiar customer base).
I get them for Christmas presents for the people who are hard to shop for. Beautiful and gives everyone something to look forward to for a bit each month.
]]>Seriously, it feels good to not have to make it a hassle for customers and to just make them happy. I used to work at a place with a 7 day return policy. It was awful.
]]>I will never buy luggage anywhere else.
]]>The thought of them sending me a replacement pair of shoes never crossed my mind since the shoe I sent to them was 100% worn out (they had become my rafting shoes AFTER I had worn them out). I sent the pair back to them, explaining that I was happy with them - but that I thought they might be able to improve upon them. They sent them back again, with another note letting me know that they knew I was happy...but that I could have been happier.
That $70.00 pair of shoes...and the two notes they sent, made me realize that customer-focused companies do still exist...and made me a customer for life. I wish more companies were focused on the long ball, instead of meeting the financial goals from quarter to quarter.
]]>This kind of customer service is fantastic. Sadly, the quality of their products has gone downhill. They're trying to compete based strictly on price and that isn't their strong point.
Still damn good, though.
No, they have about a thousand other people who will order from them just because of this.
I don't even need a shirt and I feel like going and ordering a few just to reward them for being so cool.
Way to go, L.L. Bean. Now if the rest of the business world could pay attention just a little bit. Please?
]]>And I highly recommend their Comfort Slides!
]]>@Amelie: I used to have the card, but didn't follow it over to Barclay's. I plan on signing up again at some point.
]]>I should not feel terrible then for living in Maine and only being 1 1/2 hrs away from the store. They also have call centers in Bangor and Freeport so if you ever call their 800 number there is a good chance you will end up talking to someone in Maine.
]]>I don't generally shop from LL Bean myself but my mother has always been satisfied.
]]>"No, you can't buy new shirts! We're going to give you shirts for free instead!"
But I don't want free shirts!
"THAT'S TOO BAD!"
]]>Kudos for them for going above and beyond. Any other company would have probably charged the poor woman a $25 BS fee on top of the cost of the new shirts. I have a backpack of theirs that I've had since the sixth grade (I'm 25 now) and it's held up so well that I still use it for camping and weekend trips, it's great!
]]>...and thanks to this story, I just discovered that they carry women's jeans in a 35" inseam, which happens to be *exactly* what I need. I think I feel another order coming on!
]]>Come to think of it, I have a pair of shoes I need to return...
]]>No, the shirts will be sold at an LL Bean Outlet store.
(If you can get to one, I highly recommend it.)
]]>I imagine most companies would pay $105 for all the good karma LL Bean will get from this. I don't even shop at LL Bean (i'm not that old, yet. No offense. :)) but even I'm thinking about it now. This really is an awesome policy.
]]>They have an outlet store on the other side of the street in freeport, where all those returns go..and no doubt someone with those initials will be very happy. I have bought things there, its great!
]]>:)
I originally bought LL Bean boots in 2001 and have never paid a cent for boots since then. What? The lace is frayed at the end? Here is a new pair.
]]>I wish they did a wall calendar with graphics that are like the cover painting of their Christmas catalog.
]]>@Alex Chasick: Shirt with wrong initials + seam ripper = cheap shirt win.
]]>@Todd Fernandez: Dang! Never had anything crazy like that happen. One time I broke the zipper on my fleece jacket that was two years old, so I took it back to see if they could repair it. He was like, "how about we just give you a new one?"
]]>@PorkchopSandwiches!_GitEmSteveDave: Why would you do that, man? I just almost fell out of the chair thinking of a professional outfit carrying the KKK monogram.
]]>@attackgypsy: We have a 20 year old Craftsman router at the house. Thinking about returning it claiming it wasn't satisfactory to try and get a newer model that can be used with a lettering guide. NEVER BUY A FIXED-BASE ROUTER!
]]>The name REI always makes my family smile. An REI external frame backpack SAVED MY FATHERS LIFE when he had a rockslide nearly come down on top of him. A boulder bigger than him basically crushed the backpack while my dad was wearing it...and they replaced it.
]]>Net result is that it might be faster and easier to get your name legally changed to match the new monogram. And the fabric will always show slight damage - usually to the point of the original monogram being readable.
I've gotten a few clearance items from them, and we just stitch some sort of decal or patch over the mongrammed spot.
]]>Does this universal return policy really make up for the overpriced merchandise? :/
]]>You could probably buy a flashlight or something and then go back three years later and tell them you were feeling sad in general for no real reason and they'd at least give you a hug.
I laughed out loud in real life.
*Now has to consider LL Bean when it's time to buy a new coat*
]]>As a Mainer (and another member of the cult of the mismatched initials,) Beans is my first stop any time I need outdoor equipment or clothes. My leather-bottomed Bean backpack is going on 16 years old and I still use it every week for grocery shopping. Toss it in the washing machine once a year or so and it's still holding up perfect. Can't justify a new purchase when the old one just won't quit! :)
]]>Oh yeah. Their Freeport, ME store is open 24/7. Stop by anytime, even on Christmas.
]]>The business model works.
Free advertising
]]>So nice to know someone still cares.
]]>When I went to pay for it, I asked if it was possible to put it on my new card, in order to get the points (or coupons or whatever enticement it is that they give you for using the card). The cashier said she could not do that because the card had not been activated yet, but if I came back after receiving it, they would take the purchase off the card I used and put it on the Bean card to get the points.
]]>@thrlsekr: A couple years ago I was only an occasional L.L. Bean shopper. Now I buy from them regularly based on the great service. I bet they're going to do fine.
]]>Also what does it say that they dumped BOA for their LL Bean card, because their customers were having so many problems with BOA customer service. Not because they got a better deal but for good customer service.
]]>@thrlsekr: Probably forever, because they give such great service.
]]>Over the years, I have had more than a few orders with LLBean, and spent a goodly time in their store on trips to Maine. They are truly awesome.
]]>I got a robe 1 year ago, and within six months seams started ripping and the hanger loop broke. That's more of a legitimate inferior product issue, but simultaneously I got bleach stains on the robe and my cats frayed the material. Naturally they replaced it in lightning-fast time.
Compare this to Apple, which offers "free engraving" on ipods and then uses said engraving as an excuse to not repair or replace anything, ever. I heart LL Bean.
]]>10 minutes with a stitch remover (this: [www.alwaysquilting.com.au]), and it was good as new to me.
To the OP, don't sweat it. Good job, LL!
]]>Those were the days. Strip a wrench with the Craftsman name on it, take it to Sears and get a brand new one.
Of course, back then, Craftsman were the best tools around. Not so much anymore.
]]>Any company that makes that kind of effort to be nice to their customers is a company I want to support
great story!
]]>The UPS guy left the package tied to the metal gate across the driveway.
Bode Miller--our Brittany Spaniel--ate through the plastic bag, the outer cardboard box, the inner cardboard box, and punctured the bottle (it was Clinique Clarifying Lotion. Either his pores felt clogged or he's a closet alkie and wanted to chug it.)
I guess it could be viewed as shared responsibility between UPS for leaving the package in an insecure location (the driver knew we had dogs) and us for having a moron for a bird dog.
When I called Nordstrom to replace the order, I told the story because I thought they might find it amusing. The CSR overnighted a replacement at no cost to me. I thought that was pretty exceptional customer service. Maybe they just felt sorry for me having to put up with that dog.
]]>Guess I'm the only voice of dissent here, but...
While I ADORE their guarantee and customer service, I think their quality has slipped. A bathing suit which was supposed to be chlorine-resistant stretched out unbelievably after 6 wearings (hand-washed and dripd-ried after each time in the pool, too) while suits by other manufacturers are fine after four years of pool use. My WIcked Good Slippers are rubbed bare in spots after only 6 months of use. I had a pair from TJ Maxx that lasted for YEARS before I had to toss them.
I am aware that I can have these things replaced for free, but honestly I just want them to last in the first place.
]]>And yes eyebrows mcgee, bean bags monogrammed with not my initials were a staple of my childhood.
]]>THe only thing I don't like about that company is how many catalogs they send out - seems kind of wasteful.
JT
]]>If Consumerist had COTD (Comment of the Day), I would CERTAINLY nominate you!
Now I'm being started at with the most concerned looks from above my cube. Thanxalot. :)
]]>It's really great that the service was commented on here but in today's retail environment, how long will they keep their doors open?
]]>Roll up the sleeves? LLB does have great customer service though.
]]>@Alex Chasick: You could just pick up something close to your initials, and assume your new identity!
]]>I STILL have my backpack after 10+ years (including 4 years of HS and 4 years of college). The thing will not fall apart, even when I wanted to so I could get a new one.
]]>@Oranges w/ Cheese: I've got dunlaps disease. 5'9, 30" inseam, 34" sleeve.
]]>I have an uncle who loves these places. He doesn't own a single bag with his own initials, but he finds other people's initials a great identifying device!
]]>Also, some day I do plan on visiting their flagship stores in Maine...
How many stores do you plan a vacation trip around visiting (and Im not counting restaurants).
]]>That would explain why ge uses a handle with "Bulldog" in it.
]]>Their bookbags were great in school - if yours ever broke in some way then you'd get it replaced for free.
]]>The only other company I know like this is Sierra Trading Post. Simply amazing. Kudos to LL Cool Bean.
]]>@PorkchopSandwiches!_GitEmSteveDave: He could've just rolled the sleeves up, Howard Deanstyle! Waste.
]]>@yankerosa: best avatar ever, I wish I had thought of that...
]]>I have had awesome experiences with LL Bean also, they are just like REI in terms of customer service. I'd buy more clothing from them, but they cater to the 40+ age group. But I do get dress shirts and winter jackets from them still once in a while.
]]>LL Bean rocks, wore a pair of leather mocs for like 3 years, returned them for a new pair free of charge becuase the shoes began to fall apart. Imnagine what life would belike if places like Best Buy had the same policy?
]]>The LL Bean factory outlet is chock full of brand new merchandise, at about half cost; but with other peoples initials on them.
Don't Worry, Be Happy
]]>Their policy is really simple: You can always return anything, at any time. Period. Tent got mauled by a bear? Return it. Backpack got sucked into a jet engine? Vacuum up the shreds, mail 'em back, they'll replace it.
They're so open about it, and so friendly, people don't seem to abuse it, which pleasantly surprises me.
]]>![[www.alwaysquilting.com.au]](http://www.alwaysquilting.com.au/ThreadsOnline/images/stitch_cutter.jpg){kind=link}