2 replies

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January 12, 2009 5:24 PM

@yankerosa: best avatar ever, I wish I had thought of that...

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Dr Steve Brule

January 13, 2009 3:46 AM

@downwithmonstercable:
Err: Butt Cancer! Buttcrack Cancer!
Ignignokt: And yeast infections.
Err: Yesss!
Ignignokt: Yeast unleashed in the east.
Err: Check it!

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JustThatGuy3

January 12, 2009 5:16 PM

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.

January 13, 2009 11:52 PM

8 replies

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trujunglist

@JustThatGuy3:

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...

January 12, 2009 11:21 PM

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triscuitbiscuit

@JustThatGuy3:
I had a pretty expensive gore-tex rain coat that was probably 3 or 4 years old and it started to absorb moisture instead of wicking it and they still replaced it. I was shocked because of how old it was and the abuse it went through.

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curthibbs

January 12, 2009 8:12 PM

@JustThatGuy3: Land's End has the same policy.

January 13, 2009 12:05 AM

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TCTH

@curthibbs: But the same applies if you don't shop online or by mail... you have to go into a Sears.

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attackgypsy

January 12, 2009 5:57 PM

@JustThatGuy3: I remember what Sears used to do that with Craftsman tools.

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.

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Con Seannery

January 12, 2009 8:24 PM

@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!

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JohnOB1

January 12, 2009 9:36 PM

@Con Seannery: You can't return power tools, they DO have a limited warranty. The lifetime warranty is for hand tools only, and nothing that is \"under power\" like drill bits, etc.

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tcolberg

January 12, 2009 8:01 PM

@attackgypsy: From what I've used recently, Craftsman is still excellent. The only problem with them is that to buy them, you have to go into Sears.

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Oranges w/ Cheese hates what Christmas has become

January 12, 2009 5:21 PM

@JustThatGuy3: LL Bean has a really awesome store up north as well. Its open 24 hours - my dad and I wandered around it at midnight.

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January 12, 2009 5:20 PM

Some employee with this guys initials and a little shorter just got a \"bonus\" :P

4 replies

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ribex

January 12, 2009 9:51 PM

@PorkchopSandwiches!_GitEmSteveDave:

No, the shirts will be sold at an LL Bean Outlet store.

(If you can get to one, I highly recommend it.)

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January 12, 2009 5:25 PM

@PorkchopSandwiches!_GitEmSteveDave: He could've just rolled the sleeves up, Howard Deanstyle! Waste.

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audemars

January 12, 2009 9:35 PM

@downwithmonstercable: BYAAAAHHHH!

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AlxFherMana

January 13, 2009 8:24 AM

@audemars: heh. thanks for the early morning chuckle :)

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@downwithmonstercable: Nah. Let the employee get some new pre-monogramed shirts.

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Oranges w/ Cheese hates what Christmas has become

January 12, 2009 5:21 PM

His inseam is 3 inches SHORTER than his arms? O_o

7 replies

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OMG! Ponies!

January 13, 2009 4:43 PM

@Oranges w/ Cheese: I'm a chimpanzee.

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.

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xwildebeestx

January 12, 2009 8:50 PM

@Oranges w/ Cheese: You'll find that's the case with most people. I have a 34\" inseam and 35\" sleeve. I'm 6'2\" and fairly normally proportioned.

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ptkdude

January 12, 2009 6:07 PM

@Oranges w/ Cheese: My inseam is 6 inches shorter than my sleeves (29 vs 35)

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stopNgoBeau

January 12, 2009 5:35 PM

@Oranges w/ Cheese: I've got dunlaps disease. 5'9, 30\" inseam, 34\" sleeve.

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dadelus

@Oranges w/ Cheese:

That would explain why ge uses a handle with \"Bulldog\" in it.

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TheBusDriver

January 12, 2009 5:25 PM

@Oranges w/ Cheese: Makes sense to me - I'm I have 32 inseam, 35 arm. 6 foot tall.

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TheBusDriver

@TheBusDriver: I also can not write in clear English.

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Anonymous

January 12, 2009 5:22 PM

That's good for you, AND good for the rest of us!

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

5 replies

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cloudedice

January 12, 2009 8:24 PM

@KeeganPanda: In the outlet store, they tell you how to remove the monogramming yourself.

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savvy9999

January 12, 2009 6:04 PM

@KeeganPanda: Yep. I bought a SWEET backpack that was monogrammed with someone else's intials, for pennies at an LL Bean outlet.

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!

January 13, 2009 11:54 PM

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trujunglist

@savvy9999:

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.

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cabjf

January 12, 2009 5:55 PM

@KeeganPanda: I think this says more about the actual cost of producing those shirts. They're probably marked up enough that L.L. Bean can afford to waste those original shirts, send new ones, and still make a profit.

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audemars

January 12, 2009 9:38 PM

@cabjf: I doubt it, like KeeganPanda said, they will probably go to the the outlet and sell for a fraction of the cost. So they got $150 for Jeremy's 3 shirts, and say $45 for the 3 returned shirts. They lost $105 on the deal, but you know Jeremy will be going back to them, and all the people Jeremy tells about this will have an excellent perception of LL Bean because of this kind of policy.

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.

January 12, 2009 10:18 PM

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Miguel Valdespino

@audemars: Sadly most companies have the opportunity to treat customers like this and they don't.

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pjstevens77

January 12, 2009 5:22 PM

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?

3 replies

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I want my Pepsi Throwback back!

January 12, 2009 9:46 PM

@pjstevens77: So you're admitting that you basically abused their policy? Way to go.

January 12, 2009 10:23 PM

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violettefay

@I am Mrs. Nerdtastic.: No, that's their policy on everything. If it wears out or falls apart, you can return it for a new one.

January 12, 2009 10:37 PM

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orlo

@violettefay: That's obviously not true. Everything wears out. You're not buying a life-time clothing subscription. If the mocs wore out after 6 months, then you have a legitimate claim that they were \"not satisfactory\". 3 years is a reasonable lifetime for shoes.

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animeredith

January 13, 2009 3:52 AM

@orlo: Okay, so what? If L.L. Bean wanted to restrict their return policy on time length and reasoning, then they would. But they don't, so your point is irrelevant.

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Charles Duffy

January 14, 2009 3:28 AM

@animeredith: Not making unreasonable requests of others, even when those requests would be fulfilled, is part of being a decent human being.

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Pibbs

January 12, 2009 6:37 PM

@pjstevens77: I'm sure if Best Buy had the same markups that LL Bean does, they'd have a looser return policy too.

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IphtashuFitz

January 12, 2009 5:23 PM

Wow. Just wow.

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Shaun Smalley

January 12, 2009 5:23 PM

Honestly they are terrific I would buy anything with confidence. I have three small children and all their winter stuff comes from Bean. Because I know it will either
A: Last or B: be replaced if it doesn't.
I had a back pack that got some funk in it. I washed it without reading the directions (I know dumb move) the strap got shredded in the spin cycle called Bean just to see if it could be repaired the they said no but just bring it (or mail it) in and we'll give you a new one.
They rock.

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January 12, 2009 5:24 PM

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.

2 replies

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Todd Fernandez

January 12, 2009 8:24 PM

@downwithmonstercable:

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.

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January 12, 2009 8:43 PM

@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?\"

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Ash78 ain't got time to bleed

The only other company I know like this is Sierra Trading Post. Simply amazing. Kudos to LL Cool Bean.

1 replies

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Backpacker

January 13, 2009 3:21 PM

@Ash78: REI does also. I've returned stuff that I've used on multiple backpacking trips, after deciding they didn't work for me. Took them back no questions

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arsonisfun

LL Bean really is the gold standard when it comes to customer service. I've lived in Maine most of my life and everybody there loves the place.

Their bookbags were great in school - if yours ever broke in some way then you'd get it replaced for free.

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polymer girl

I've heard this sort of story so many times about LL Bean. They have earned the loyalty of several of my family members. When my husband and I decided to buy some luggage last week, we immediately knew to get it from them. Keep up the good work guys!

1 replies

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bairdwallace

January 13, 2009 5:17 AM

@polymer girl: Good Choice! I had a rollaboard given to me, monogrammed, maybe seven years ago. I loved it, but eventually, the handle stopped locking in and out of place. It was still functional, since you pull, and don't push, the suitcase. After a few years of using it broken, I took it in to see if they could repair it at my expense. They asked me to go pick out a new suitcase, and then asked me if that was satisfactory. I sheepishly (greedily) mentioned that it had been monogrammed, and they gave me a gift certificate to get that done at any time.

I will never buy luggage anywhere else.

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VidaBlueBalls

January 12, 2009 5:27 PM

In October I used a 10 year old gift certificate (yes, back when those things were paper) that I found in the bottom of my closet and there were no questions asked (in fact, they still had the serial number on file as listed as unused) when I ordered new shirts.

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robocop is bleeding

January 12, 2009 5:28 PM

Also, the shirts may live again in the mystical land called Freeport, Maine where L.L. Bean looms large over the landscape of factory outlet stores like a dread idol of a long worship god. LL'Beanthulhu squats alone on the rocks, accepting its crazed cultists returns with the greatest of ease. The cultists, surprised by the god's generosity go insane and purchase many goods in its honor.

2 replies

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shorty63136

January 12, 2009 5:42 PM

@robocop_is_bleeding: *laughing and choking on soup*

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. :)

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shorty63136

January 12, 2009 5:42 PM

@shorty63136: *stared at

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Alex Chasick

January 12, 2009 5:29 PM

These shirts will probably end up at one of their outlets. There's a lot of monogrammed stuff at the one near me, and I always check for my initials. What are the odds, 1 in 17,576?

7 replies

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Alex Chasick

January 12, 2009 9:00 PM

@PorkchopSandwiches!_GitEmSteveDave:

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January 12, 2009 8:44 PM

@Alex Chasick: Shirt with wrong initials + seam ripper = cheap shirt win.

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(don't wanna be no) Uptown Fool

January 12, 2009 7:46 PM

@Alex Chasick: These shirts were washed before they were returned, and will likely be consigned to a thrift store in Portland or L/A.

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rlee

January 12, 2009 6:31 PM

@Alex Chasick: You're assuming all possible 3-letter combinations are equally likely. In reality, a first initial of \"A\" is going to occur far more often than many if not most of the alternatives.

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January 12, 2009 7:41 PM

@rlee: I doubt \"KKK\" and \"XXX\" are popular initials.

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badhatharry is just a small town girl livin' in a lonely world

January 13, 2009 1:34 AM

@PorkchopSandwiches!_GitEmSteveDave:A radio station I work with has a charity drive every Christmas and they call it \"KUZZ Kares for Kids.\" I point it out every year, but everybody tells me that I'm the only one that makes that connection.

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bluewyvern

January 13, 2009 8:20 AM

@badhatharry is just a small town girl livin' in a lonely world: [www.hulu.com]

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Con Seannery

January 12, 2009 8:30 PM

@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.

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stopNgoBeau

January 12, 2009 5:38 PM

@Alex Chasick: You could just pick up something close to your initials, and assume your new identity!

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January 12, 2009 5:34 PM

@Alex Chasick: Two initials, or all three?

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DeloresPompeii

It's less for them to eat some occasional costs from providing exceptional Best in Class customer service, than it is to find new customers. Even in a time of tight-spending, the first stores you shop are the ones you feel good about.

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peggyhill

they started doing retail locations around the US... The one closest to me is a ways away but I have no bones about making a long trip up there to see them.

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).

January 12, 2009 10:42 PM

3 replies

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NotYou007

@peggyhill:

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.

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thepassenger

January 12, 2009 6:57 PM

@peggyhill: Going to Freeport is totally worth it. Fun trip, pretty town, and there are lots of outlet stores and seafood restaurants.

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Charlotte Rae's Web

January 12, 2009 6:27 PM

@peggyhill: Me too - I've always wanted to go to the flagship store in Freeport and outside of FAO Schwartz and Bloomingdale's, I can't ever remember wanting to go to any store for a vacation.

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Raekwon

I like clothes for Christmas now as well! As a child I hated it but now it rocks. As for L.L.Bean I've never heard complaints from people shopping from their catalogs.

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kevinhall

The service sounds great, but the last line about of the post about getting at least a hug made me nearly fall off the couch laughing. Well done L.L. Bean and Meg... I'd been in a bad mood all day until I read this. I'm still chuckling as I type.

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Eyebrows McGee (now with more baby!)

January 12, 2009 5:34 PM

Isn't it Bean that resells mis-monogrammed things discount at outlets?

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!

3 replies

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Fab C. Johnson

January 13, 2009 3:29 PM

@Eyebrows McGee: what a smart idea, remove with a seam ripper. love LLBean!

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Etoiles

January 12, 2009 5:49 PM

@Eyebrows McGee: Yes, you can get dirt cheap LL Bean merchandise at their outlets if you hit up the wrongly-monogrammed pile. And if you know how to use a seam ripper, they don't stay monogrammed for long when you get 'em home!

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floraposte

January 12, 2009 6:02 PM

@EtoilePB: When we had a Lands' End outlet in town it did the same thing.

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lilyHaze

January 12, 2009 5:35 PM

Could the monogram be removed with a handy seam ripper? I haven't been to a LLBean outlet in years, so I don't know how much cheaper it is.

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.

2 replies

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Anonymous

January 12, 2009 8:01 PM

@lilyHaze: @lilyHaze: >>>Could the monogram be removed with a handy seam ripper? Yes and no. The monogram thread usually can be removed, but Bean monograms are stitched completely through the fabric with a backing and are VERY tightly stitched. Next time I plan on building a nuclear bunker, I think I'll have Bean make the doors with their monogramming machines. The good news is that the mongrams come out looking very spiffy.

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.

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cc82

January 12, 2009 5:46 PM

@lilyHaze:
Yes, my mom always used to buy us the outlet bags and take out the monograms with a seam ripper.

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MrBryan

January 12, 2009 5:39 PM

Roll up the sleeves? LLB does have great customer service though.

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thrlsekr

January 12, 2009 5:41 PM

Guess when you pay $150.00 for three shirts they are making so much money from the sale, they can afford to give you three more! Most companies sell their products at such a low margin that they cannot afford to offer even if you messed up replacement.

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?

5 replies

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Abigail Thompson

January 12, 2009 7:19 PM

@thrlsekr: Considering that their business has been going since 1912 and operating on the same business model, I'm thinking LL Beans will be around for a long time.

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! :)

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picardia

January 12, 2009 6:52 PM

@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.

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JamieSueAustin

January 12, 2009 6:32 PM

@thrlsekr: Dunno. But I can say that knowing this has made me want to *start* shopping with them.

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The Porkchop Express

January 12, 2009 6:23 PM

@thrlsekr: Probably forever, because they give such great service.

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cc82

January 12, 2009 5:51 PM

@thrlsekr:
$50 for a dress shirt is really not that abnormal, go to any department store and you'll find a lot of shirts for $40-$60. Also the monogramming adds $6 per shirt

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Anonymous

January 12, 2009 5:44 PM

LL Bean absolutely rocks. I haven't had this sort of great customer service experience with them, but their products and prices are great stuff.

THe only thing I don't like about that company is how many catalogs they send out - seems kind of wasteful.

JT

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cc82

January 12, 2009 5:45 PM

LL Bean is the bomb. I grew up in Maine, once we bought a Bean mountain bike at a yard sale, the derailleur broke, and they (bean) fixed it for free even though we hadn't bought it there. You can also bring in old Bean hiking boots and get them replaced. Plus the store is open 24 hrs every day of the year. Good stuff.

And yes eyebrows mcgee, bean bags monogrammed with not my initials were a staple of my childhood.

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pollyannacowgirl

January 12, 2009 5:54 PM

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.

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BodeMiller

January 12, 2009 5:55 PM

Had a similar experience with Nordstrom.

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.

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arras

January 12, 2009 5:57 PM

I think I need to start shopping at LL Bean again, guess they're not just for camping supplies and winter coats anymore.

Any company that makes that kind of effort to be nice to their customers is a company I want to support

great story!

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rachmanut

January 12, 2009 6:07 PM

My dad bought a hat from them 30 years ago or so. 5 years ago it wore out. He called them and they said they didn't have the same model hat anymore, so they sent him a new one that was similar. Almost seems like abuse but I guess they're happy to do this sort of thing to attain this legendary status.

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.

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CityGuySailing

January 12, 2009 6:08 PM

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.

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Corporate_guy

January 12, 2009 6:23 PM

Don't feel bad. They charge 50 a shirt, but their costs are the same as the 10 dollar shirts at Walmart.

1 replies

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sean98125

January 12, 2009 6:25 PM

@Corporate_guy: Then Walmart is getting seriously ripped off by their suppliers, because the shirts at LL Bean are of a much higher quality than theirs.

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xBlackListedx

January 12, 2009 6:37 PM

A Maine company, Mainer's can't afford.

1 replies

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jamar0303

January 13, 2009 1:05 PM

@xBlackListedx: So the Mainers who have posted here about their happy shopping experiences with LL Bean are all hallucinations, then?

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Amelie

January 12, 2009 6:38 PM

I love LLBean. I have their credit card which gives you free shipping and free return shipping if you want to send the item back.

January 12, 2009 11:04 PM

2 replies

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Coles_Law

@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.

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mamacat49

January 12, 2009 7:08 PM

@Amelie: I do, too. And I use it all the time just to get the free LLBean coupons. I've gotten a new coat every year for almost free. Now that I have plenty of coats/jackets, I'm going to start on bedding!

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GreatWhiteNorth

January 12, 2009 6:42 PM

I have had plenty of clothes from LLB and have always been pleased with their quality... Good company... Good Attitude.

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OKJeff

January 12, 2009 6:44 PM

My wife got a incorrectly sized jacket for Christmas. On a whim I call the returns number on Christmas night. A live person answers in one ring, ON CHRISTMAS. They had the new jacket shipping out the next day.

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.

January 12, 2009 10:44 PM

3 replies

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orlo

@OKJeff: Making employees work on Christmas is not the sign of a great company.

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simplekismet

January 13, 2009 7:39 AM

@orlo: ?? Not everyone celebrates Christmas. My ex's family was Jewish and his mom always volunteered to work Christmas because she knew she was doing her co-workers a favor by covering a day they all wanted off that meant nothing to her (plus, she got paid time + half).

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MeowMixxx

January 13, 2009 1:57 AM

@orlo: They probably didn't have to force anyone. Most likely they offered double (or triple) pay to work that day and the employees were climbing all over each other to volunteer for those shifts.

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Margaret Powell

January 12, 2009 6:45 PM

They will resell them at their maine headquarters---which is the CRAZIEST LL BEAN I've ever been in. It is fantastic. Someone will luck out when they see those shirts :)

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thepassenger

January 12, 2009 6:52 PM

I just signed up for Bean's credit card, but I haven't received it yet. Over the weekend we unexpectedly went to the local store (Burlington, MA) and I found a coat I liked that was on sale.

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.

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Chris Lehr

January 12, 2009 6:56 PM

So nice to know someone still cares.

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Michael Nicolson

January 12, 2009 6:58 PM

I love L.L. Bean.

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Anonymous

January 12, 2009 6:59 PM

I had an amazing customer service experience with the Sundance catalog. 3-4 years ago I was given a white gold ring with 7 tiny sapphires embedded in it. A few weeks ago I noticed that one of the (poppy-seed sized) stones had fallen out. I called Sundance to track down the jeweler, to try to arrange a repair. They just told me to mail it back, and they'd send me a new one. Even though the ring now sells for $300 MORE than we paid for it! I got the new one 2 days later, amazing.

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Bruce Bayliss

January 12, 2009 7:00 PM

See!

The business model works.

Free advertising

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chiieddy

January 12, 2009 7:14 PM

Typical behavior for LL Bean. They also have a lifetime guarantee on all their items. If you bring them to the store, they'll ship them back to your for free.

Oh yeah. Their Freeport, ME store is open 24/7. Stop by anytime, even on Christmas.

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Rectilinear Propagation

January 12, 2009 7:31 PM

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*

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dragonprism

January 12, 2009 7:41 PM

Does this universal return policy really make up for the overpriced merchandise? :/

1 replies

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coren

January 17, 2009 6:55 PM

@dragonprism: It's like Apple. The CS is great, the product is overpriced.

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FrankenPC

January 12, 2009 8:42 PM

I'm shopping at Bean from now on. That kind CS deserves to be rewarded with a brand spankin new customer.

January 12, 2009 10:39 PM

2 replies

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orlo

@FrankenPC: You'll be getting mediocre products though.

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jamar0303

January 13, 2009 1:08 PM

@orlo: If LL Bean is mediocre then I'm perfectly fine wallowing in mediocrity.

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.

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Anonymous

January 12, 2009 8:48 PM

i remember a few years ago i was in boston for a concert. the next day my buddy found a llbean backpack in the parking lot. we were driving back to canada and decided to stop in at ll bean HQ. since he didn't really like the pack he found he decided to return it for a laugh. they took it back no questions asked. what a great corporate policy

January 12, 2009 10:40 PM

2 replies

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orlo

@CarmineDawgs: It takes skill to steal something twice.

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coren

January 17, 2009 6:56 PM

@orlo: Nothing was stolen even once.

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vortec42

January 12, 2009 8:52 PM

I don't understand why everyone is praising this company. Stories like this make me LESS likely to shop there, because I am subsidizing other consumer's mistakes. Sure, what's her name got 3 shirts for 'free', but the rest of the customers end up paying for her mistake.

1 replies

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NinjaMarion

January 13, 2009 3:41 AM

@vortec42: Not really. The stores like Best Buy that have shitty customer service and return policies also usually manage to overcharge the shit outta on a lot of stuff. I don't know about you, but if I'm going to be overcharged no matter what, I'd rather get amazing customer service for it.

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polyeaster

January 12, 2009 9:05 PM

I love LLBean...I had a nice quallofil comforter and on one of my pet-sitting adventures, the dog peed on it...enough that it was done for. I called just to ask how much to replace it, and they had me send it back no questions asked in spite of my protests that really the client should buy me a new one.

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pschroeter

January 12, 2009 9:13 PM

I have not thrown out anything I have ever bought from L.L. Bean over the last 30 years. Everything is still in pretty good shape.

I wish they did a wall calendar with graphics that are like the cover painting of their Christmas catalog.

3 replies

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danheskett

January 13, 2009 8:21 AM

@pschroeter:

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).

[www.abacusgallery.com]

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.

January 13, 2009 11:01 PM

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pschroeter

@danheskett:

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?

January 12, 2009 10:41 PM

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orlo

@pschroeter: I've thrown out everything I've bought from LL Bean within the last 5 years.

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wcnghj

January 12, 2009 9:34 PM

Yes, they can sell them. They have a store just for customer mistakes in Freeport, Maine. For about 60% off.

:)

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.

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jgodsey

January 12, 2009 9:38 PM

they are truly the best retailer in the United States bar none. for the few clothing items i still buy new: jeans and boots - i buy from them. it is safe are i am never unhappy.

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!

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paco

January 12, 2009 9:55 PM

They botched shipping on a coat my mother bought my daughter for Christmas. They not only expedited shipping, but waived the expediting cost and sent both grandmother and granddaughter gift cards in apology.

Come to think of it, I have a pair of shoes I need to return...

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Repique

January 12, 2009 9:56 PM

I have a relation with a story about a ten-year-old waders that started to fall apart sooner than he thought they should have, and he got a new pair free. (I think it was waders.) As a result, I have a Bean backpack, Bean fleece socks, Bean beach tote, etc, and I'm very happy with them and expect to be a customer for years to come. Aside from the guarantee, the product is *worthy* of the guarantee. My beach tote follows on the heels of my mother's... which is about 25 years old and still working fine.

...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!

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InsomniacZombie

January 12, 2009 9:57 PM

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!

January 12, 2009 10:07 PM

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chenry

That conversation is priceless

\"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!\"

January 12, 2009 10:36 PM

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evilmage

I don't generally shop from LL Bean myself but my mother has always been satisfied.

January 12, 2009 10:45 PM

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TruthAndTheory

Is this an early April Fool's joke?
A company that wants to satisfy the customer?

January 12, 2009 10:48 PM

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robotrevolution

After having three hours worth of terrible experiences with Dell's tech support last night, this story makes me feel happy again. I'm much more likely to buy from LL Bean in the future (and once I can afford $50 dress shirts, I definitely will).

January 13, 2009 12:02 AM

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Anonymous

I bought a down vest several years ago and it did not show up as promised. When I called, there was no nonsense about tracking packages, they merely apologized and immediately sent another express mail (it was a Christmas gift). I found the original vest inside my storm door a few weeks later at the front of my house (I never use that door and it never occured to me that UPS might have put it there). I called Bean and said I would send it back, and they said it was not necessary. I wished they would have, I felt so guilty gave it to someone from a needy family and told them it was from LL Bean and that when times got better, they should remember what the company did for them.

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pwillow1

January 13, 2009 1:28 AM

I have been the recipient of just this kind of AWESOME customer service at L. L. Bean, and I try to give them all the business I possibly can. They're the best.

And I highly recommend their Comfort Slides!

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mike047

January 13, 2009 1:58 AM

\"Instead of $300 in sales, they have $150 in sales and three ruined shirts.\"

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?

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Anonymous

January 13, 2009 2:15 AM

They did the same for me, mongrammed shirt and a seam began to fray, I figured I was out of luck, but they replaced it with no propblem. My dad on the other hand has a couple of shirts with other people's initials that he picked up real cheap at the old Bean outlet store in Freeport.

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furseekr

January 13, 2009 2:26 AM

Same great experience here: I had a 2- or 3-year old LL Bean jacket and the velcro closures on the pockets had come un-stitched. Knowing about their guarantee, I took the jacket in to be repaired. When I dropped it off, I asked if they could also repair a small burn hole I got when camping, and how much it might cost. The answer? We'll repair the burn at no charge. Our products have a lifetime warranty. Even better? I was expecting a patch over the burn, but they must have replaced an entire panel of fabric. Try as I might, I could not find any evidence of the repair.

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B

January 13, 2009 3:12 AM

I got a duffel-bag style suitcase from LL Bean as a gift from my sister. About two years after I got it, the clip for the strap started to break. I called LL Bean service, and they sent me a replacement strap for free, even though the suitcase wasn't bought by me, and I had no idea when it was ordered or even what the product number was.

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drunken marmot

January 13, 2009 4:16 AM

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.

1 replies

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danheskett

January 13, 2009 8:26 AM

@drunken marmot:

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.

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davej147

January 13, 2009 4:22 AM

Many years ago, after wearing a pair of shoes out (I more than got my money's worth), I returned one of them to L.L. Bean along with a note letting them know that I'd been extremely happy with them. However, I was a little surprised that the stitching had come out of the tongue (in both shoes), and that they might want to look at the way the threading was knotted. Six weeks later, I received a hand written note from them, thanking me for taking the time to bring the issue to their attention...and apologizing for selling me a pair of shoes that didn't meet my satisfaction. Along with the note was a brand new pair of shoes.

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.

1 replies

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danheskett

January 13, 2009 8:33 AM

@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.

[www.sunjournal.com]

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.

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savdavid

January 13, 2009 5:02 AM

Salute, L.L. Bean!

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Britt

January 13, 2009 5:22 AM

I work at a store that has a similar policy. We'll take back anything, anytime, with or without receipt. Someone returned a pair of boots last spring that we didn't carry anymore, as they had fallen apart through winter. Full refund for them.

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.

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mzs

January 13, 2009 3:20 PM

Does this guy creep anyone else out? Monogramed shirts and his wife constantly admitting that it was her mistake... I wonder if he drives a semi in Washington state?

I'm kidding folks.

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senor_tron

January 13, 2009 8:16 PM

LL Bean is great. We bought a monogrammed tote bag for my mom for christmas. She told us 'large', but what she really wanted was an extra-large tote. LL Bean took the monogrammed large tote back and replaced it with a monogrammed extra large tote at no cost to us.

LL Bean's quality is great and after this experience, i will begin shopping there myself!

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susitucker

January 13, 2009 9:38 PM

LL Bean is a god when it comes to customer service. I have been a customer of theirs for nearly 20 years, and I have never been disappointed with their products or the once or twice that I have had to call them. They rock absolutely. They should be the standard by which all customer service is measured...but if that were the case, I don't know anyone else who would measure up. I will always recommend them and return to them.

Don't change a thing, LL Bean!!

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Anonymous

January 14, 2009 4:10 AM

I live near Bean's (as we call it locally) and so shop at the Freeport flagship store about once a month. I overhead on the returns line recently a couple returning a kid's jacket not because there was anything wrong with it, but because the kid (a year after the jacket was purchased) had grown out of it. The Bean's rep said they don't normally take items back for that reason but would \"this one time.\"

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.

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kmw2

January 14, 2009 3:08 PM

I bought an anorak from LL Bean in 1992. In 1997, the zipper at the front pocket refused to zip, meaning I couldn't zip it into its own pocket anymore, which made me sad. On calling to find out if they made the same model, I found that they did - and that they wanted me to ship my anorak back to them, and they'd ship me a new one. In fact, they cross-shipped so I wouldn't have to be without my jacket in November. I'm still wearing the second one, 11 years later. Best $80 I ever spent. I love LL Bean.

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Anonymous

January 14, 2009 6:31 PM

Patagonia also has an excellent lifetime guarantee. I had one of their original Maximum Legal Carry-on luggage which had been on six of the seven continents, was 12 years old, had been on countless trips, and was still in great shape, but the seam holding the shoulder strap finally broked after too many over-stuffings and airport jogs and overhead bin violence. I took it into the local store to see if they could send it back for repair, which I would have been happy to pay for, and they INSISTED on replacing it with the latest version which wasn't even on the shelf yet, they had to go fetch it out of the basement.

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...

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tworld

January 16, 2009 9:23 PM

IT'S SAD WHEN THE L.L. BEAN STORY ABOUT REPLACING THE SHIRTS AT NO CHARGE SEEMS ASTONISHING.

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.

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UX4themasses

March 22, 2009 4:57 PM

The LL Bean love just keeps growing. I ordered a dog bed with initials. Well, I clearly made a mistake in entering his name \"TEddy\".... no cost, sent me a brand new one with the typo fixed.

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?