“I utilized the live Chat when I was looking for a Spotting Scope for use on the Rifle Range. I worked with CARLY and she was on top of things. I told her I did not want to place an order through your Internet system using my credit card, its not safe. She told me I could call her and she would put my order through directly into your system. I kept her direct phone number for future orders. She also sweetened the deal by knocking about 5% off the posted price. It was in stock and ready to ship. I took advantage of free shipping too! I received my order in about 6 days. Great deal and service!”
“LL Bean has to offer other Mfg product lines that are made in Asia, in order to compete. They had to change their exchange-replacement-refund policy due to the global economy. Overall, their products are of very good quality, there prices are about the same as other major on-line resellers.
My major beef is their Customer Service "Carousel" system of responding to email complaints and questions. A complaint that requires some details and requests from LL Bean for more information. The next rep that reads my response doesn't read the original email I sent and I get a worthless answer to my original complaint. I email a reply and get an apology and more FLUFF. Terrible Customer Service system.
I have done business with LL Bean for over 40 years. I will no longer look at LL BEAN first when shopping for my outdoor gear and clothes. Lowest price for similar product now gets my business. ”