L.L. Bean Refuses To Let You Be Unhappy -- Even Though It's Your Own Fault
L.L. Bean just wants you to be happy, ok? Even if your unhappiness is entirely your own fault because you ordered the wrong size shirts and had them monogrammed. They don't care. You will be happy or else.
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.
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Comments:
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.
Some employee with this guys initials and a little shorter just got a "bonus" :P
His inseam is 3 inches SHORTER than his arms? O_o
@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.
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
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?
Wow. Just wow.
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.
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.
@PorkchopSandwiches!_GitEmSteveDave: He could've just rolled the sleeves up, Howard Deanstyle! Waste.
The only other company I know like this is Sierra Trading Post. Simply amazing. Kudos to LL Cool Bean.
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.
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!
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.
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.
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?
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.
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).
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.
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.
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!
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.
@Alex Chasick: You could just pick up something close to your initials, and assume your new identity!
Roll up the sleeves? LLB does have great customer service though.
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?
@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. :)
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
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.
@lilyHaze:
Yes, my mom always used to buy us the outlet bags and take out the monograms with a seam ripper.
@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!
@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
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.
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.
@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.
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!
@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.
@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!
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.
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.
![[www.alwaysquilting.com.au]](http://www.alwaysquilting.com.au/ThreadsOnline/images/stitch_cutter.jpg){kind=link}
Yes Virginia...