Unhappy with LLBean backpack and their response

[ceecee]

Just as an update to my situation, today I received a check for the difference between the cost I actually paid and the cost they were trying to give me claiming they could not find that purchase. I also got a phone call letting me know they had in fact found the original purchase and were sending me the difference. I am satisfied now but will still stay away from LL Bean in the future as it was such a headache and hassle.

Seems like above the normal customer service there. You probably could have avoided the hassle and just asked for a refund of your purchase price.

 

[cats mom]

Just as an update to my situation, today I received a check for the difference between the cost I actually paid and the cost they were trying to give me claiming they could not find that purchase. I also got a phone call letting me know they had in fact found the original purchase and were sending me the difference. I am satisfied now but will still stay away from LL Bean in the future as it was such a headache and hassle.

I'm with ceecee, it sounds like above average customer service to me too. I don't know many places that would have made good to the extent LL Bean did for you.

So now that LL Bean is off your list of places to shop, I'm just curious about where you will shop?

Honestly I think a lot of stores that have had generous return and exchange policies have had to curtail them because of abuse.

I had a college roommate who worked at Nordstrom, and I was shocked at the stories she told about what people would return, and that was back when the employee had to stand there, smile, and accept whatever the customer brought in. I know Nordstrom has tightened their policy since then, and I don't blame them.

 

[IndianaPrincess]

I WASN'T going to respond again, but this AGAIN is mis-information! YES - Mr. Bean DID place that on the wall of the store IN 1916! It is 2010 - that is not on the wall of the store and hasn't been for over 90 years!

I THINK it would be common sense for THEM to remove THE sign from their webSITE?



To to OP - Please update back when the strap breaks all the way through. I'd love to hear a happy ending from this - I bet they'd be willing to send you a refund check if you push the issue. I hope your daughter gets a lot more use of the backpack before it totally bites the dust.

 

[labdogs42]

I WASN'T going to respond again, but this AGAIN is mis-information! YES - Mr. Bean DID place that on the wall of the store IN 1916! It is 2010 - that is not on the wall of the store and hasn't been for over 90 years!

I THINK it would be common sense for THEM to remove THE sign from their webSITE?



To to OP - Please update back when the strap breaks all the way through. I'd love to hear a happy ending from this - I bet they'd be willing to send you a refund check if you push the issue. I hope your daughter gets a lot more use of the backpack before it totally bites the dust.

But, what he said was that it wasn't final until the product was worn out and the customer was still satisfied. To me, that doesn't mean he will give them a new product, just that the customer would have used the product for all of its useful life and feels they got a good value for their dollar. I think that is still true today, so it makes sense that it would still be on their site. No where in either guarantee does it say that they will always give you your money back or a new product. It just says you can RETURN any LL bean Product at any time if you are not satisfied. Yes, they usually do give you something back, but if you read the actual words, they don't say that.

 

[littlezar]

Funny how the DIS just pops into your head sometimes....

My boys start back to school tomorrow and I just cut the tags off my 9yr olds new LLBean backpack. Here's what the tag says:

Our Guarantee

Our products are guaranteed to give 100% satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We will replace it, refund your purchase price or credit your credit card. We do not want you to have anything from L.L.Bean that is not completely satisfactory.

Find out More

Comprehensive product information at www.llbean.com

 

[kaytieeldr]

Just as an update to my situation, today I received a check for the difference between the cost I actually paid and the cost they were trying to give me claiming they could not find that purchase. I also got a phone call letting me know they had in fact found the original purchase and were sending me the difference. I am satisfied now but will still stay away from LL Bean in the future as it was such a headache and hassle.

I guess I'm back to being confused.

Cost you actually paid for...? The original backpack or the replacement?

Original = $29.99.
Credit = $29.99
Replacement = $39.96
So are you saying that they didn't originally credit you $29.99 because they couldn't find your sale? Or that they did credit you $29.99, you paid the additional $9.97, then they found your original sale (I'm confused, if that's the case, why that matters) and credited you the additional $9.97 difference you paid?

And if that's the case, why wouldn't you continue to do business with them?

 

[allison443]

I guess I'm back to being confused.

Cost you actually paid for...? The original backpack or the replacement?

Original = $29.99.
Credit = $29.99
Replacement = $39.96
So are you saying that they didn't originally credit you $29.99 because they couldn't find your sale? Or that they did credit you $29.99, you paid the additional $9.97, then they found your original sale (I'm confused, if that's the case, why that matters) and credited you the additional $9.97 difference you paid?

And if that's the case, why wouldn't you continue to do business with them?

The poster you are referring to isn't the OP. In her situation, she purchased a backpack and when it broke contacted LL Bean. She did not have her receipt any more, and they couldn't find a record of that sale in their system. So without a receipt they gave her a refund for the lowest selling price, even though she insisted she had paid more.
She was very upset about this and vowed never to do business with LL Bean again.
Apparently LL Bean kept looking in their system and eventually found the record of her purchase. Since she did pay full price they are sending her a check for the amount over what they had already refunded her.

To me that is exemplary customer service, and I would do business with that company. That poster said she won't buy from them in the future, though. I will say that if I am buying something based partly on their guarantee or warranty, wouldn't it make sense to keep the receipt?

 

[rparmfamily]

I'm confused too...sounds like a company I'd want to do business with! Not many companies even deal with warranties like that, and would keep looking for a way to make it right. Really...even though the backpack only lasted a year (which is short for a LLBean one, my own kids have them and have now been using the same backpacks for 4-5 yrs) there are not many companies in which you'd even have any recourse.

 

[pixiewings71]

I think people are confused. Leajess is NOT the OP, she's another person who had problems with LL Bean while returning something but she is not the OP.

Leajess, I'm glad they found your original transaction and that they are issuing you your refund. I do think i would use caution if I purchased anything there again but I would probably not boycott them completely at this point. Of course it is your choice, I'm just really glad they found your original transaction and gave you a full refund.

 

[Jenn4615]

I just went to charge my LLbean Latern, that I like to put outfront in the fall..well the darn thing is dead! I bought it in 2007, emailed them this morning...they emailed me a shipping label and link to fill out and print the return form, I did and I should have my credit back on my LLBEAN visa as soon as they recieve the item!! Thank you LLBEAN... I've bought alot of stuff from them and Never had to actually return anything years later! Though I have always known about their policy!