Want L.L. Bean Duck Boots Right Now? Head To eBay, Pay Double

Want L.L. Bean Duck Boots Right Now? Head To eBay, Pay Double

When there’s a shortage of something that people want to buy, capitalism fills in the gaps and unites buyers, sellers, and large amounts of cash. That’s the case with L.L. Bean duck boots, Which are in short supply right now and backordered until almost spring time. For people who want their feet warm and dry right now, there are eBay auctions where they can buy the boots at a premium. [More]

Why Are 100,000 People On A Waiting List To Buy Duck Boots From L.L. Bean?

Why Are 100,000 People On A Waiting List To Buy Duck Boots From L.L. Bean?

Do you need a warm and waterproof pair of boots so you can tromp through serious snow, slush, and ice this winter? If so, you really should have planned ahead. L.L. Bean reports that their duck boots (which are not made out of actual ducks) for men and women alike are pre-ordered so far in advance that for some sizes, you’ll be waiting around until mid-March to get your boots. [More]

L.L. Bean Learns Nature’s Lesson The Hard Way When Event Featuring Two Birds Of Prey Goes Awry

L.L. Bean Learns Nature’s Lesson The Hard Way When Event Featuring Two Birds Of Prey Goes Awry

Just because birds have feathers does not necessarily mean they’re going to want to flock together. It was exactly the opposite at a recent L.L. Bean store opening in Vermont, when an owl attacked a hawk. Both were featured in the retailer’s display featuring birds of prey. Meaning birds who attack and eat other birds as part of their diet. So… yeah. [More]

How Does An Unlimited Return Policy Help L.L. Bean?

How Does An Unlimited Return Policy Help L.L. Bean?

This summer, outdoors equipment co-op REI made a change: they cut back on their return policy. They no longer accept any item back for any reason indefinitely. Other companies continue the practice, most notably L.L. Bean and Costco. It must be expensive and there must be customers who abuse it. So why do they do it? [More]

Some Companies Apparently Pay Attention To Your Online Complaints

Some Companies Apparently Pay Attention To Your Online Complaints

When you go to Twitter, Facebook, an online forum or any other form of social media to voice a complaint about a product or service you’ve purchased, one can understandably be left with the feeling that no matter how loud they shout, no one is listening. However, some businesses say they are monitoring all those negative posts and reviews and a few claim to be making systemic changes in response. [More]

Would You Pass Up A Discount On An Item Just To Pay With A Credit Card?

Would You Pass Up A Discount On An Item Just To Pay With A Credit Card?

Now that Visa and MasterCard have settled a major lawsuit with retailers, opening the door to let stores tack on surcharges for customers using credit cards, some big businesses are considering offering a discount to those paying with cash. [More]

Survey: Barely Half Of E-Mails To Major Retailers Receive Adequate Responses

Survey: Barely Half Of E-Mails To Major Retailers Receive Adequate Responses

If you’ve ever written an e-mail to a retailer and either never received a reply or received one that did not adequately answer your question, you’re not alone. In fact, according to a new survey, retailers only provided complete responses to customers’ e-mails 54% of the time. [More]

Who Made Consumer Reports' First-Ever Naughty & Nice List?

Who Made Consumer Reports' First-Ever Naughty & Nice List?

While Santa and his pointy-eared, non-union laborers toil away at the North Pole, the editors of our more famous sibling publication Consumer Reports have compared their notes on a wide variety of companies’ policies on everything from guarantees to fees to refunds and distilled it down to the best and worst of the lot in their first-ever Naughty & Nice Holiday Shopping List. [More]

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.

L.L. Bean Backpacks Are For Trusting Souls

L.L. Bean Backpacks Are For Trusting Souls

Reader j. sent us the above scan of a page from an L.L. Bean catalog. j. says:

L.L. Bean Is Breaking Up With Bank Of America, Effective July 1, 2008

L.L. Bean Is Breaking Up With Bank Of America, Effective July 1, 2008

Reader Tim scanned a letter he got from Bank of America announcing that the bank and retailer L.L. Bean were breaking up.

L.L. Bean Answers The Phone When You Call And Other Minor Miracles

L.L. Bean Answers The Phone When You Call And Other Minor Miracles

I’m a fan of L.L. Bean, but don’t actually own a lot of their products. It’s only recently I got into them. When the Boat & Tote lunch bag came out, I really had to have one. Of course they sold out and were back ordered (they’re very cute lunch bags!) I placed my order on October 7th, when the items were all said to be backordered until October 29th. Well, that date came around and they still didn’t have enough to fulfill the pre-orders, so I got a charming little e- mail telling me they were backordered again until November 2nd. This time round they actually shipped (with free shipping on any order!)

WSJ: Returning Things Is Hard

WSJ: Returning Things Is Hard

Working mom/WSJ reporter Suzanne Barlyn discovered it wasn’t easy to return a busted Tamagotchi. The Journal also tried to return a Target shirt that didn’t make it through the wash, a $13 camera from Toys “R” Us that broke after one use, a broken flat-panel TV from Amazon, a coat that didn’t fit from BabyGap, and an oversize duffel from L.L. Bean. At each turn, they discovered retailers tossing road-blocks in their way.

Who can blame them? Return fraud soaked retailers for an estimated $9.6 billion in 2006, according to the National Retail Federation. Returning stolen merchandise for a refund is the most flagrant offense, affecting 95% of retailers last year. Computer-generated, counterfeit receipts make the practice easier. So-called wardrobing — the unethical practice of returning nondefective, used merchandise — affected 56% of companies. About 69% of retailers have modified their return policies in response to fraud, according to NRF. Changes include shorter time limits, restocking fees and requirements for original packaging.

The Journal recommends making purchases with a credit card (paid in full each month,) since retailers look up purchases electronically. We agree, but for a different reason: credit cards allow you to dispute charges. Tell us about your fun experiences returning products in the comments. — CAREY GREENBERG-BERGER

L.L. Bean Rocks

L.L. Bean Rocks

After the first or second ring, a REAL LIVE HUMAN BEING answered. I’ve heard tales of such wondrous, magical, fantastical happenings, but this was happening to ME! Anyway, a very pleasant woman named Michelle helped me with everything and I hung up very happy. It’s true. LL Bean rocks.

Amazon.Com Wins Best Customer Service

Online megastore Amazon.com won top honors in a national customer service survey released last Thursday. Here’s the top ten list, according to a National Retail Federation/American Express study.

Big Man Hugs For LL Bean

Big Man Hugs For LL Bean

We spew a lot of slags and jags here but every once in a while, we like to take a moment to praise an instance of particularly good customer service.