At L.L. Bean the Customer is ALWAYS Right, even when they make a stupid mistake...

[Harbourmaster]

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.

http://consumerist.com/5129425/ll-bean-r...yline=true&s=x

[rgG]

Great story. I thought it was going to be that the person called and whined about making the mistake, but it was totally the L.L. Bean customer service rep's idea about replacing them at no charge.

My husband orders from them from time to time, now I will have to put them on my trusted vendor list.

[graylocks]

rgG wrote:
My husband orders from them from time to time, now I will have to put them on my trusted vendor list.

which is precisely why they have that policy - it engenders customer loyalty. smart company!

i used an LL Bean backpack for about 5 years. the inside began crumbling so i called customer service. without a blink they sent me a pre-paid return authorization slip and sent me a replacement bag. when i purchased it, it was their top of the line pack. since that style was no longer available they replaced it with the current top of the line pack. i didn't even need the receipt (though i did still have it!) the name LL Bean is on everything they sell and they'll stand behind it.

that being said, as much as i'd like to shop there more often, i can't really afford to.

[Tofer]

I love L.L. Bean--it's always fun going to their 24-hour store (and the outlet across the street) when traveling through Freeport, ME.

Maybe it's possible to de-monogram the shirts? I don't know that it's worth it to them, but they might do it and then put it in the outlet store to resell.

-Tofer

[JoeH]

They do not even remove the monograms on returned items, they just go to the outlet store. Persons sometimes check to see if they can get a monogram that matches their name, but most do not bother.

[IronMac]

I also love LLBean and have been ordering from them for over 20 years! I think that half of my stuff is sourced from them.

In fact, I'll be sending a pair of their lace-up Stormchaser boots back soon because the rubber bottom cracked (huge!) near where it's sewed into the upper leather portion. I can only think that when I went to bend down underneath my desk that that was when they cracked. The boots are only a couple of years old and I don't wear them a lot so they're still new looking.

[comaplate]

There are tons of monogrammed items at the LL Bean Outlet Stores in the areas (I live in NH, there are three within an hour's drive). It's pretty amusing to see some of the things people have monogrammed on tote bags and luggage....

[Racer X]

the quality of their polo shirts is amazing.

[Jack D.]

I have several LL Bean items that are very much my favorite clothing articles. A few years ago Woody decided to eat the leather uppers on a very pricey pair of Bean winter boots. I went back to the store and told them what happened and asked about their repair service. No repair - here's a new pair of boots. Well OK, if I have to... Great place to shop but be prepared to heat up the plastic!

[Kraniac]

Greatest ever. I'm not big on that style of clothing, never wear anything like that except the utilitarian stuff..boots, rain gear camping stuff.

I had one of their basic canvas duffles for twenty years before it went bad..the handle...called them and they replaced the freakin thing...I was shocked. That built some firece loyalty...it works. Great company!

I'm eyeballing their rectangular shaped 0 degree down sleeping bag right now..waiting for a seasonal break on the price. I try to get my camping stuff from them as much as possible.