LL Bean Customer Service

User Reviews, Ratings and Comments

LL Bean customer service is ranked #21 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 92.21 out of a possible 200 based upon 98 ratings. This score rates LL Bean customer service and customer support as Acceptable.

NEGATIVE Comments

68 Negative Comments out of 98 Total Comments is 69.39%.

POSITIVE Comments

30 Positive Comments out of 98 Total Comments is 30.61%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating

  • LL Bean

    Customer Service Scoreboard

    • 92.21 Overall Rating
      (out of 200 possible)
    • 68 negative comments (69.39%)
    • 30 positive comments (30.61%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 5.2 Issue Resolution
    • 7.0 Reachability
    • 5.8 Cancellation
    • 6.3 Friendliness
    • 6.5 Product Knowledge

Add your review!

Posted by Ralph


A little over a year ago I bought a Barretta 686 shotgun at the Freeport store. The barrel has started rusting at the shell end. The bluing on the rib is worn off the edges so the rib is rusting too. The gun quality is poor in both materials and workmanship. LL Bean told me there is nothing that they would do for me. Do NOT ever buy a fine gun at LL Bean. In fact, don't but anything there.

Posted by Paula Warren


Best shoes for people on their feet all day!

As a nurse I work long hours and on hard surfaces.
I use to have terrible back pain! Not any more. Comfortable with support and great arch!?

Thank you! Terrific shoes!

Posted by Mountains


I keep trying to buy clothes and shoes at LL bean and probably 8 out of 10 items I return. LLbean should look at my account and see all the items I've returned. That would give them a good idea about their products. The quality is so poor now. I bought a sweater last year and it was falling about when I tried it on for the first time. Terrible. Cheap. Shoes are so not comfortable and no support. I want a good women's sweatshirt like the old days but now they are all quilted and long. The others have the huge name LLbean across the front. Can't they put a little emblem in the corner. I refuse to pay 80 bucks for something with no value. What happened to the LLbean we all use to love?

Posted by Disappointed


LLBean is not what it used to he!!!! When you have people like Anne Marie working there....and who could care less about pleasing the customer....it leaves MUCH to be desired!!!!! Not a nice company at all any more!!!!!!!!!

Posted by Sharon L.Kramm


LL bean is a joke!! You just lost a great customer your bathrobes the entire robe is well made except for the arms. Clearly the arms are a thinner material. The elbows wore out causing a hole I just tried to return it in doing so I just received phone call how they do not refund normal wear and tear. This was not normal!!! At 119.00. YOU SUCK!!

Posted by Brittw


The quality of the book bags are TERRIBLE.
Nothing like I remember when I was in school. It's only been 1 month and the reflector is coming off, strings every where.. literally crappy and they won't do anything for me. Customer service is a JOKE and so is the supervisor. I've contacted head quarters and of course no returned phone call either. Don't order. Please save your money for a better quality bag. The lunch box is already tore up too. I'm more upset over the bag.

Posted by Kobe Bryant


I used to absolutely love buying my jeans at LL Bean, sadly I've decided not to buy them there anymore, I had heard that the company had gone woke and I couldn't believe it I mean how could jeans be political? Apparently jeans are political at LL Bean, I got a letter from their customer service explaining to me how important it was for LL Bean to use their platform in a way to ensure adversity and justice for all basically, bla bla I feel LL Bean Jean company may be taking themselves a little too seriously, I just want to buy a pair of jeans I don't want to side a politics with them it's so absolutely annoying, The virtue signalers are taking over the retail world for a Time, so for now I have turned to eBay and secondhand stores to buy my jeans.

Posted by na


i bought a brand new pair of ll bean waterproof boots. huge mistake. the first day i wore them i walked across a mowed lawn with dew on it and my feet got soaking wet.. if this was not bad enough,they are the most uncomfortable boots i ever owned. cheap chinese crap be smart avoid ll bean

Posted by Anonymous


The Patagonia store is right across the Street so maybe try there if you don't want to buy GARBAGE.

Posted by Anonymous


This place is a joke. A bunch of imported junk with the ll bean name stitched onto it. I bought a down jacket here and the zipper failed and they wouldn't do a return. I used to buy alot of my hiking and camping gear here but will never shop here again. I've had better quality from Walmart. I hope this place fails like the rest of the brick and mortar stores. If you want a decent down jacket go with feathered friends, Western mountaineering or Mont Bell. I should know, I've hiked the a.t. once again, GARBAGE!

Posted by Beachwalker


Bean Boots are not to be worn at the Beach. That is what I was told after my boots became wet at the beach. The color came off the leather, the inside would not dry out and the leather became stiff and cracked. Customer service advised me to use boot softener and baking soda on the inside and told me that they are not covered for salt water damage. Buyer Beware. These boots will not hold up and any type of weather will void any customer complaint. The service stinks like the inside of these boots.

Posted by Anonymous


Good service and goods. But the last two times I've received a new catalog when I tried to order something it was unavailable. Disappointed.

Posted by Anonymous


My payment to LL bean was misdirected to Barclaycard
Citi Bank treated me like a criminal dead beat. I am cancelling LL bean as soon as I can get beanbucks refunded

Posted by Dissatisfied and Disappointed Cu


I purchased a pair of your gortex/thinsulate boots for my daughter in Nov.2019. She wore them until March 2020 when her business shut down because of Covid. In October 2020 she started wearing the boots again only to find that they were,defective. In Nov. I contacted your customer service dept for a return and was told to send them back. Which was done in November.As she needs boots for work, I purchased another pair. This week I received a call from the returns dept stating that they would not credit the return because of wear. I have NEVER returned an item because of wear before. I expect LLBean to stand behind the products they sell for a reasonable length of time! FOUR MONTHS of wear is NOT a reasonable length of time! This is NOT the customer service I expect from your company. I will not be purchasing ANYTHING from you in the future and I am canceling my LLBean Credit Card!

Posted by cverilla


I just browsed through my most recent l l bean catalog looking for clothes made in the USA. Every single item for sale was imported. You say you are a proud American company yet you do not sell American made goods. I realize you can get clothing from foreign companies cheaper than buying them from American companies, but really, you don't support American companies at all? I can't support a company that does not sell products made in the USA. I won't buy anything from l l bean until you sell American made goods. How about you show a little pride!

Posted by SickofArrogantPeople


It is truly a pleasure to see that the company I work for ( a competitor ) is NOT the only company in America that charges for a return label after all!!. Seriously people, how do you expect to purchase products on sale, with free shipping and the company pay for your returns as well when you order something that doesn't fit? You do realize that the shipping companies do not give "deals" to the company right? They charge the company to pick up and deliver your products... so that cost can't always be included for everything. But I relish this comment board since when I disagreed with a customer who was widening my berating my company and then used LLBean as an example. "I've NEVER been charged by LLBean for a return label...well my oh my liar...looks like LLBean does actually have the same exact return label after all. Guess I was right to "defend" my company you black hearted nasty person. Lets be realistic and fair people. Companies are not in business to give everything free after all. Would you if it was your company? Think about that consumers. And try to not act like complaining

Posted by Anonymous


I sent an email several weeks ago regarding an issue with the return policy. I have not received a response. I guess customer service no longer exists at ll be an. My son purchased the leather messenger bag under the old policy and tried to exchange it because the the liner has torn. He was told to take it to a shoe repair shop to have it "fixed". He has not contacted your company regarding this because because he is very angry and disappointed in your new customer service.

Posted by Anonymous


My son purchased a leather mailbag in Dec 2016. The lining has ripped. We went to the 'LL Bean here in Cleveland and we were told the the ripped lining is "normal" wear and tear and they refused to do anything about it. The manager did not "work with us". The "fix" was to take it to a shoe repair shop. Why should he put more money into it? The new policy supposedly does not cover items purchased before Feb 2018. He purchase the bag thinking he would have the return policy at the time of the purchase. We are disappointed in your company. The bag was not cheap and he could have gone elsewhere and gotten a similar item for less. But he thought your company would have stood behind your products.

Posted by Cathy


I purchased a flannel shirt for my son for Christmas who lives in Arizona. It's too large. I had it
monogrammed. Is is too late to return? I live in MA.

Posted by PISSED


I Returned A Jacket The Same Day It Was Delivered. Has Been 2 Weeks And I Was Told It Can Take Up To 3 Weeks To Receive My Refund. No More Bean For Me!!
Way Too Long To Wait For My Money.

Posted by Anonymous


I purchased an 850 down coat on december 30, 2017, at the Marlton, NJ store. The sales person advised me to check for the item going on sale in the next 30 days if I wanted an adjustment for the sale price. The item was on sale two weeks later, I contacted the store by phone, was told the item was eligible for the adjustment and just to bring the receipt. When I arrived at the store, I was told it would only have been eligible during a 7 day period, not 30. When I insisted that I was told differently (twice!), I was eventually issued the discount, grudgingly and certainly not gracefully. I did not appreciate being embarrassed and humiliated, and portrayed as trying to get something I was not entitled to. Will not shop there again, and will share my experience.

Posted by miggpa


Wrote a one star feedback on L. L. Bean and they emailed me back and told they will not publish it. All I said was I ordered Xmass gifts on the 1st week in December & one week before Xmas they email me and tell me they may not be able to make the delivery. They had the product but not the help. I called Customer service and was treat so horrible by a customer service rep I hung up on her because she told me I was lucky I was going to even get it. I called back and spoke to management and they agreed that the customer service rep was very wrong. But they still won't allow the truth to be put on there feedback. So watch out Buyers of L. L. Bean the feedback is being selected by L.L. Bean so you are not reading the truth about whats going on. Remember Customers have always been #1 with L.L. Bean but now customer service is just horrible. Next will be their product. I will keep buying but keep a close eye on quality. I will never buy Xmas presents there again. I just can't trust there service anymore. I t is not the first time.

Posted by Anonymous


Terrible customer service,like talking to robots
At first I was told tee tops would take one week to be delivered, now it's changed to 2 weeks and all they offer is a $15 gift card towards my next purchase. THERE WILL BE NO NEXT PURCHASE

Posted by Bill


The best place to order merchandise because of their return policy. Have been shopping here for over 40 years.

Posted by MattC


I have been a long term customer with LL Bean, and have recently experienced several problems with this company over the past 6 months. LL Bean seems to have completely fallen apart in their commitment to service.

The exchange/return dept and order dept either have no policies to follow, or choose to not follow policy and make procedures up as they proceed. The resulting frustration and demands on my time to fix overcharges, mis-applied credits, and insulting overtures have resulted in my no longer conducting business with this supposedly "customer driven" company.

I've experienced 3 commitments by supervisors to return my call on 3 separate issues, and all 3 failed to call. Two matters were elevated to the President of LL Bean prior to being addressed, with one issue still outstanding. The prevailing theme is always "we're LL Bean, and we don't make mistakes," even when confronted with irrefutable evidence.

Well, you can celebrate your greatness without my purchases moving forward. I'll shop elsewhere.

Add your review!

Posted by Edmund


Please, please bring back your men's Pathfinder slacks. I own 9 pair in 5 colors and most are at the end of their life cycle. I love them and all are fraying at the bottom and need replacement.

Posted by Anonymous


Bought your Classic Pullover Fleece in WXXS.The sleeves are way too long by almost 2" to 3". And you don't have it in petite!

Posted by Anonymous


I'm very impressed with the customer service at llbean they are very friendly.. helpful and courteous.. I had the problem resolved in no time earlier today.. I would like to give the name of the two personnel who helped me unfortunately I did not take their last names anyway it was Holly and Bonnie who helped me.. I will definitely keep doing business with llbean.

Posted by Bart Walker


I have purchased several pairs of your men's corduroy slacks with stretch waists. I didn't realize until someone pointed it out that the WHITE inside waistband and WHITE pocket liners stand out dramatically. They would not be noticed if they were BLACK or another DARK COLOR.

Do you have any corduroy slacks without the WHITE waistbands and WHITE pocket liners?

Posted by GW


I have been wearing a pair of the Original L.L. Bean boots (TA212080) for 6 years. The soles were worn through but the leather uppers were in good condition. The boots that I have are rare because they have the loop style speed laces which are no longer available. New boots are $229. When I called and asked about the speed laces, I was advised to send my old boots back to L.L. Bean for repair which I did. A couple weeks later my boots arrived with new soles, laces and in-soles that make the boots as good as new. Cost was $45! Great service all around. My only suggestion is that they make returning boots for repair an option on the website. You have to call and ask for the Repair department.

Posted by Kerry


I just had a wonderful connection with Carol in the home store in Freeport Maine. She just made me feel so at home and comfortable. I didn't end up buying anything, but she really helped me see what I needed to do from my bedding. I will definitely go to the store the next time I need some home products.

Posted by sheafam25


Dear LL Bean,
I am a long time lover of your slippers. I discovered that you are no longer making the fur lined shoe style slippers with the leather bottoms instead of rubber bottoms. I love those for scooting around the house when kids are sleeping and when my husband is working in the basement- much quieter! Please bring them back!! I'm so sad you stopped making them!!!! I need them!

Posted by Anonymous


I was in your Marlton New Jersey Location
I worked with Beth C.
She listened to what my needs were and showed me the products that would be best for me
She was knowledgable.
She makes a excellent employ for your store

Posted by No Hurry


Last year me and my wife thru-hiked the Appalachian Trail. About 1/2 way through one of our tent poles broke that I was able to jury-rig until we made it to a trailhead. In Waynesboro we came down and spent the night in a Hostel where I immediately contacted LL Bean and explained the situation. They sent me a replacement set for my tent next day delivery. The only bad thing is that we were "forced" to spend another day in the hostel, take two showers in a row, and eat food besides Mountain House Meals. I was really happy and impressed with the service provided. You can find gear cheaper elsewhere but you can't beat the service.

Posted by Richard


Two days ago I ordered a fireplace rug. It arrived today! Thanks, LL Bean!

Posted by bluedog


I'm very liberal when I return things to LL Bean they have always given completed the return. People on this site complain too much. If you want the price you paid for the item keep your receipt. I keep all of my receipts just for this purpose. Why should LL Bean take your word that you paid full price when you have no proof. You may very well had gotten it half off.

Posted by USCONSUMER


LL Bean has been exceptional with customer service and standing behind their products. I can easily reach them by phone and what more actually speak with someone here...in the good old USA. Refreshingly easy to understand and helpful. Thank you LL Bean!

Posted by L & A


Very positive! Had a 15 year old watch which began to not tell time properly. Within minutes, got a sizeable credit and looked at the watches but opted to buy a very nice bass fishing rod/reel and carrying case package as well as two pairs of pants in a small waist size which is hard to find in most stores. Very pleasant experience working with all the LL Bean staff - about four that afternoon. Much kudos. A and L Libby

Posted by Ozark Lady


I've shopped their catalog for 40 years and I've never had a problem with an item that they didn't fix, and usually there aren't any problems. Their sheets fit better and last longer than any others I've found, same with their t-shirts. I called once to get a bathing suit and gave the lady my measurements, told her I would prefer a sale item as I wouldn't use it much, and I wanted shorts or a cover-up to go with it. She picked out something that she could actually look at where she was, sent it to me, and it was perfect. If I'd gone to a store I would have tried on 20 and not found anything. I really like shopping with a company that I know will stand behind their product.

Posted by [email protected]


I placed an order on 4/10/13 for several items the shipping was very fast however UPS left the package at the wrong address.The address on the package was correct. Its a good thing I have honest neighbors

Posted by Jimbo


Ordered a blanket 4 days before Christmas. They got it to me in 2 two days without asking. the lady I talked to on the phone was very friendly. Their prices was very low for what I got. OUTSTANDING SERVICE!!!!!!

Posted by bea alonzo


i really appreciate LLOyd that is feeling john lloyd he did everything to make sure that everything should be working. He really did a great JOB in letting me powercycle the rice cooker.

Posted by Anonymous


When Hurricane Sandy was on its way, I decided to get my llbean backpack out and get ready to leave. It was from the 1980s, old but looked like new; had been all over with me, camping, college, travel. When I opened it this time, the inside was all sandy and the lining was deteriorating. What a mess. Oh well..I had certainly gotten my $29.00 from it. I called LLBean to order a new one. While on the phone I commented on having to trash the old one and missing it. Surprise! The CS rep suggested I return the old one for a refund. I was a bit embarrassed to even think of mailing it back.. They didn't owe me anything as this product had served well, was very old and had been used in wet, hot, damp etc. conditions. I figured it was normal to deteriorate after all that use. I sent it back anyway, postage paid. A few weeks later, a gift card arrived, for the full refund of the purchase price and tax I had paid way back years ago. Amazing. When the cs rep said they will guarantee their products, they meant it.
I have bought many things from LLBean, and will continue to do so. They sell quality items and stand behind them. I don't know any other business that would have refunded that old backpack.

Posted by tomatorice45


PRODUCT #TC272499 Blue Night Finder IV Travel Alarm Clock. The first clock - up/down arrow to set time worked intermittently. I called customer service and was advised that they had a new and improved model. The new model had the same problem as the first. LL Bean is now sending me a third alarm clock.

Posted by Doc


As an LL Bean customer I must say that reading the negative comments especially the ones about returning everything and that we are humans and not pows are very inflated statements.

I have never experienced a problem with Beans. They take pride and care in all of the work that we do. They take responsibility for their actions whether they were caused by Vendors, UPS, USPS does not matter, they represent LL Beans.

There are many customers that do abuse the system. It does not take Rocket Science to know when items are returned as to whether or not the customer was truthful.

Posted by Lori


The customer service reps are friendly, courteous, knowledgeable, ordering is a breeze, returning and other issues always resolved beautifully. I can't help but keep ordering from them because it is always such a good experience.

Posted by Man of Substance


SEVERAL YEARS AGO (1977)I BOUGHT A PAIR OF MAINE HUNTING BOOTS. AFTER SEVERAL YEARS OF LIGHT USE I LENT THEM TO A FRIEND WHO WAS WORKING UNDER A WET CRAWLSPACE. DUCKWALKING ALL DAY FOR 2 DAYS.
THE RUBBER CRACKED ON THE BOOTS BUT THEY WERE NOT WORN OUT.

I FOUND OUT THE LL BEAN WOULD REFURBISH THE BOTTOMS FOR A REASONABLE FEE AND SINCE THEY WERE VERY COMFORTABLE ISENT TEHM TO THEM WITH PAYMENT. SOON I RECEIVED THEM BACK WITH A FULL REFUND AND EVEN FOR MY SHIPPING STATING THAT THEY NOT WORN OUT BUT MUST HAVE BEEN DEFEDTIVE. I STILL HAVE THAT SAME PAIR OF BOOTS, STRONG AND SOFT AND I WERE THEM SOME EVERY WINER. I ACTUALLY WORE OUT AT LEAST 3 SETS OF BOTTMS ON THEM AND HOPE I CAN LIVE LONG ENOUGH TO DO IT AGAIN.

Posted by ruth smith


Cutomer service is excellent.I have never had a bad complaint about their service..Excellent merchandise-too bad they are not made in the USA !!!

I wanted to make a comment about their merchandise. I just purchased bermuda shorts #TA262447. I would recommend these shorts -they wash well and are so comfortable, my only complaint is that they were't on sale !!

Posted by Brian


I like that their customer service folk are friendly, cheerful and understandable.

I purchased a pair of jeans and a hole ripped in a rear pocket within a few months. I folded the jeans and put them on a shelf intending to send them back to Bean. 6 years later they were still on the shelf. I finally sent them back and received a new pair of jeans within a week. No questions asked.

I bought a pair of Cresta Hiker hiking boots and the rand started peeling off after a year. I meant to send them back but they were still usable so I used them for another year until they eventually became unusable. They sat in the closet for another year, then I called customer service and they said to send them back. Received a brand new pair of Cresta Hikers even though the old pair was three years old.

Their customer service is among the best I've encountered.

Posted by winger25


Superb company with friendly knowledgeable people. They are also empowered to make decision to resolve any issues. As a reult thyey are fun to deal with and worth the miner cost increase for some of their product. By the way many of their product are of superior quality when compared to others of the same type.

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Posted by Buddydog


I work for LLBean and their management in Freeport and my store simply DO NOT know what they are doing. Morale in our store is rock bottom and no one is happy there. They are trying to fire the highest paid ($11.00 an hr ! )with trumped up charges. Everyone is miserable. All of their merchandise is made in third world countries and it is literally crap, it falls apart so easily.
You can reture ANYTHING and you can ask for a CHECK, not a credit. They must give it to you !

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