OK, so all the years I have been shopping here, like 18 or 20 years, by catalog and most recently, in person, if you see my previous review, I mean come on. Yes, many stores have made in China stuff. BUT, to have to return my boots, yet AGAIN, after 6 months is crazy. They only give you a gift card too not a refund. BUT, seriously, I will never shop here again. So, anyways, my story, I did return my boots. I found some Keene boots there. Hard to find since LL BEAN is really cutting back on selling other brands. What I did, with a fabulous 5 star employee, Simone, yes, she was 5 star for real! super nice. I ordered the Keene boots and the difference was refunded to me by check with Simone standing up for me the whole way since the store never gives cash/check back only gift cards. So, I will get new boots and remember Simone fondly for her fight. Also, I will look at my LL BEAN fleece I bought 15 years ago and wonder, where now has all that quality gone. Thanks Simone! Hope LL BEAN gives you a RAISE! read more

First off, everything I have ever purchased from LL Bean has been high quality and amazing. I grew up with a mom who loves this store, but I can say that LL Bean is doing a wonderful job lately appealing to younger shoppers. I'm a student and love their shoes, bags, and a lot of their clothes. More importantly, their customer service is so pleasant. I ordered a tote bag, and due to UPS, there was drama having it delivered to my place. I called LL Bean, and that night they sent out a new one to me through USPS, without even receiving the return from UPS yet. They totally did not have to do that (now their Freeport Outlet is going to be stuck with a canvas tote...if your initials are LJT you're in luck). Thanks LL Bean, and to Amy who I spoke to at customer service! read more

I received a gift for Christmas and needed to exchange it for size. When I called customer service they told me to use the shipping label enclosed, but I was not informed that I would later be billed for this. When I received the bill, I called customer service and basically told me that I should have read the small print. Hence, good-bye, LL Bean. read more

Worst company in Maine! Nothing is ever in stock and the lines are always to long. The people there are useless and don't even know what they are talking about! I was told the item I wanted was out of stock by multiple people and after a few hours I found it in the store next to 50 others. Everything is over priced and breaks. It's more of a tourist attraction than a store. Everything is moved around and you can never find it and it's not just moved but sometimes moved to other buildings on the campus. A lot of work need to be done there. read more

What's to say? Good clothes, good value. And money back guarantee without a time limit tells you that Bean is confident of the quality of its products. read more

Placed an order on 12/24 while visiting Arizona. Did not ship till 12/27. I realize there is a holiday but delivery date of 1/6 ..... Really! I won't be here to receive it. read more

L.L. Bean used to be a company that I respected, due to their commitment to good quality of product and responsive customer service department. My most recent experience with the company has been a virtual disaster. I returned a backpack that had ripped within a month of purchase in early December, and due to the return service that L.L. Bean uses, they didn't even get the package until early January, a month later. And every time I contact the company about what is happening, they push back the date for when my return will even be dealt with. I was told that by the end of January, it would be handled, and was told today that it would now be the end of February. And every time I try to get a straight answer from the company, they reply with a snippier attitude and defiance. I've worked in retail and customer service, so I try to be respectful in my questioning, and it's been a ridiculous process. Still no resolution, and the whole process was started 2 months ago. read more

LLBean gear lasts and their customer service on items returned for wear and tear is exceptional.

LL bean is the best. I have ordered on line, spoke with them on the phone, shopped in their stores. Always end up very satisfied, even with returns - It is so simple to exchange items thru the online shopping. They are quick. My husband bought a beautiful winter jacket, it was too big and had to return for a smaller size. The whole process took 1 week from ordering it , to returning it - to getting the exchange thru the mail. Unbelievable! Just love llbean. Buy all our shoes there and slippers, quality is exceptional. they stand by their word of returning anything damaged and getting it replaced, no matter how long you had the item. Love U LL Bean!!!! read more

On a snowy weekday l decided to blow off some sales calls and spend the day in Freeport, mainly LL Bean. It was like a Maine postcard. The maintenance crew was working shoveling the sidewalk so customers could pass. This crew was working hard. In a snow storm, they kept there spirits up, shoveled fast and greeted the customers with a smile. That's when l noticed a huge problem. I went inside and got a manager. When he approached he was friendly and seemed concerned what l had to say. I asked him to look outside at his workers and try to see what was obviously wrong with the picture. He looked around and didn't see the obvious problem. I asked him again to look hard. He was stumped Then l pointed out that not one of the workers were wearing any LL Bean gear. No famed hunting boots, no Bean coats or jackets...not even a Bean hat. I did see things that could be bought at other discount stores but not one piece of Bean clothing. I asked the manager, " why should l shop here when your own employees shop elsewhere". He didn't have an answer. I left. read more

I used to buy a lot of merchandise from Bean and stopped for a bit. I recently ordered some items and am deeply disappointed in quality and especially service.i ordered a table clock and it arrived but battery door wouldn't shut so I had to wait 5 days for a replacement. At the same time I ordered socks fora hiking trip. Then received notice they were on back order. I didn't think they would arrive on time. I consulted with online chat rep and was to,d it should arrive on time. I had already cancelled so I reordered along with other needed hiking merchandise. I explained to the rep what had happened and when I was leaving. She said she could ship to my hotel and would upgrade shipping but it would arrive away before I checked in. She wrote on the shipping label guest arrives 8/30(package was to arrive 8/29. I logged onto email and saw the tracking info and it said arrival September 4 and I am leaving then I called John, employee 26408 in second level customer service. He said there's no way to get the merchandise to you sooner but I will try to stop delivery. Gee thanks. No offer was made for any compensation or other assistance, John has been with Bean over twenty years. I would have thought training would have been provided in how to appease someone stranded with no car and now no hiking gear. I told him you could have offered a gift card or something. He said if that's what you want I can do that. When we were hanging up he said he would try to intercept delivery and would send a gift card if you want it. Not, allow me to do this one thing. The saddest thing is I always trusted Bean to do what they say and provide quality merchandise. I am officially done with Bean. Too bad John wasn't skilled in the customer interface. Employees at Bean should read the book QBQ on how to be successful in superior service. So bummed. read more

Not the LLBean of yore, that's for sure. Like most American apparel corporations, they've abandoned the U.S. in favor of cheaper and more easily exploited labor in China. Predictably, the quality has been lowered, and when they run out of items or sizes (which is often), they can't tell you when or even if they'll be getting more in, since they rely on unreliable Chinese manufacturing and transport. I hardly ever shop at LLBean now. read more

Once again...I find something in the catalogue that might be flattering in a plus size...only to try to order and find none of the "good" colors are offered in plus size...only a few of the most unattractive and unflattering colors...it feels so discriminatory read more

I've been purchasing from LL Bean for many years and have always been satisfied, however my last few purchases have been quite disappointing. I had a pair of boots fall apart at the sole too quickly (after a few times usage!) and a pair of rubber clogs I just purchased were made cheaply as well. The fit of the clogs was terrible. I also purchased 4 pairs of wool socks and 2 pair EACH had flaws and had to be returned. When I went to review the clogs online, they would NOT post my review because it had 2 stars. I noticed this another time when I went to put a review up. They are NOT allowing bad reviews. I hope LL Bean is not going downhill, but they have not been up to par lately. read more

Dealing with LLBean's customer service was the worst experience of my life and I shop online regularly. Not only did I order the boots above in the beginning of October and get the ship date pushed back twice until the middle of December. When December finally came around THEY HAD CANCELED MY ORDER. When I called them asking where my boots were they notified me they sent an email canceling my boots- an email I never received. Then the make shift way they attempted to apologize for the in-convince was sending me a $20 dollar gift card. I didn't want a gift card I wanted my boots I ordered three months ago just in time for the bad weather. Never again well I ever recommend LLBean products to anyone. This was one of the most disappointing and upsetting experiences. read more

I have been a long time llbean customer. The last few years, I have noticed that the product quality has deteriorated. Most recently, I purchased a pair of boots and hiking shoes. The leather boots were cheap looking, were cut much smaller than my llbean boots from years earlier, and had a lot of excess leather in the ankle area that just stuck out. The hiking shoes were also cut very narrow and not true to size. I was surprised by the positive reviews on these items, so I decided to post a review so others would know the problems that I found. To my surprise, a day after posting the "one star" reviews I received an email stating that llbean could not post my review because it did not meet their guidelines. I reviewed the guidelines, and there was nothing inappropriate about my review. I guess they consider a "one star" review to be against their guidelines. Their email said to read their guidelines, and resubmit the reviews. Now here is where things get strange. I log into my llbean account, and under my profile, I no longer had a reviewer user name, and all of my prior reviews were nowhere to be found. They deleted all my reviews! When I attempted to create a new user name to post a review, I found I was blocked by their system from posting reviews. They gladly take my money, and then block me from posting reviews. Llbean is removing valid negative user reviews. You cannot trust the reviews of their products. They are either fake, or the product rating number is severely manipulated by removing or severely limiting any negative reviews. So, products that seem to have glowing four or five star reviews, would probably in reality have a much lower rating if llbean allowed honest negative reviews. I have shopped there for more than 10 years, and thought they were an honest company. We do not have any of their retail stores in our area, so I, like many others, have to count on the validity of the product ratings on their website. I have learned my lesson. You cannot trust llbean to deal with their customers in an honest manner. Manipulating the product reviews deceives you into believing a product is of a higher quality than it is. Also, on the quality issue, their products have become lower in quality than they were when I first started shopping there. They now outsource everything to a number of foreign countries. The sizing of clothing and footwear is inconsistent, the clothing falls apart -- down jackets "leak" down, zippers do not work, and things in general have a cheap appearance and short life span. I continued to shop at llbean over the years even though their prices have steadily and drastically increased. They have now lost a customer. Llbean has not only outsourced their products offshore, they have apparently outsourced their integrity also. read more

I'm done. Three times now I have tried ordering something on-line only to find it out of stock. And not just out of stock right now, but out of stock for months. And this was six or seven weeks before Christmas. Who does their purchasing? The web site gives you the option of then checking their stores' inventory - one store at a freaking time! I am also concerned by the negative reviews on declining quality I am seeing. read more

For Christmas a few years back my wife bought me a thermometer from LLBean "First Watch Weather Station". This November 2014 it started to get temperamental, so I called LLBean for suggestions to see if I could reboot it or something. Being age 68 I don't know everything anymore. We went through different motions without success. I was told it was "100% Satisfaction Guaranteed since 1912" and if I gave them my credit card info they would send me a new one, when I returned the broken weather station I would get a refund of the purchase price. So I got the new one, sent back the old one and never received any refund or email that they received it. I called them after 2 weeks and they said I would get a refund that day. I did partially get it. My wife paid $19.95, the price when up and I paid $39.95 "Item: TA283380". They discounted what my wife paid to $14.95 (they wouldn't tell me why but maybe my wife got a $10.00 gift card for buying items before Christmas). Wife says no. I wrote a review on the LLBean web site and after 2 days it was deleted. If I was told by LLBean up front that I would only get a partial credit and I was actually buying a new weather station I would be OK, If I decided to buy another, but I was never told. read more

The items are a bit on the expensive side, but they last. The store workers are incredibly friendly. As a mom of 2 young kids, I love that they are open 24-7. I've taken the kids there at 6am, when nothing else is open, and they love looking at the stuffed animals in the hunting section, looking at the fish in the tank and in the pond, playing on the rock in the women's shoe section, and drawing on the chalkboard in the kids section. The store is great and super family-friendly. read more

Visiting from Miami and loved the store. Asked the nice checkout ladies for a dinner recommendation and left walking to Tuscan Brick Oven Pizza. To my surprise Gina, who checked us out, was walking in! She held up my keys which I left in the counter!! Knowing they were going to close soon and we were walking to the restaurant we would have been stranded. Thank you, thank you Gina!!! read more

Back in September I ordered a pair of Bison 8" red soles. When they arrived they were defective. They had glue all over he thread, on the leather, and on the rubber. The brown surface dye was already rubbing off and scratched in places. I called and ordered a return and replacements. They were on back order, so I just got them yesterday, November 11. The new pair is also in poor condition. This time the leather is cut poorly and thread has even more glue on it than the first pair. When I called customer service, they were somewhat apologetic, but did not seem to really care that their products was not just once, but twice, defective and that I wanted a full refund. This was so different from the first time I called when I received the defective first pair. They were very accommodating and sincere. This time, instead of sending me a return label for the second pair, she told me to cram them both into one box and send them back that way. That will not work. There is no way that they will fit into one box. This was my first ever purchase from L.L. Bean, and because of this experience it will be my last. This is also why I am leaving poor feedback for the company. I am very disappointed in the quality of this product. read more

I love LL Bean's customer service. They continue to demonstrate how much they value their customers. Years ago the zipper broke on a beloved backpack and they sent me a pre-paid label to ship it back to them and they repaired the zipper at no charge. Recently during an exchange of a pair of trousers, the new size was sent to my billing address, not my shipping address. As soon as I discovered this, I emailed. I received an almost immediately response and offer to resend a pair of the trousers with free shipping to the correct address. Today I received the pair that was sent to my billing address (hooray that it did fit in my mailbox!). I emailed to inquire if I could return them at no charge. Within moments I received a phone call from LL Bean confirming I could use the return label inside the package and that there would be no charge. How's that for service? Immediate response! It doesn't get much better. Besides, I LOVE the quality of goods from this company. So enjoying my new corduroy pants. read more

LL Bean has found a way to screw up their shipping department in grand fashion. My family had ordered some camping items for my up coming camping trips and after a month the items still had not arrived. Customer service told us they were doing an "upgrade" . We finally just cancelled the order. The Items show that they are in stock when you look on line, and in fact they are at several store locations but they can't ship them for some reason. I was told to call the store with the product and order by phone directly and cancel the other order. So I did ... From another camping distributor and guess what happened . I got the exact items in 4 days. How about that! So until LL bean can figure it out, I will not be ordering anything. I think they have had an epic software failure and who know how long it will take to dig out of that mess. read more

Just recently we've had trouble with shipments and customer service. For many years we never had one problem. In the last year we've had several problems. The most recent problem was an order in the fall of 2015. Part of the order never came and we failed to realize it as I've come to trust LL Bean. Usually it's not one of the companies that I have to watch every shipment like a hawk and be sure I actually get it. So then fully three months later the last part of the shipment arrives. And it's the wrong size, not even close. So I call them and they say "oh we're so sorry, we'll ship a new one out right away". When the new one came over two weeks later, it had a return shipment label. Now with some companies I know better, and I don't use their label, I'll pay for my own label so that I have tracking and proof of return. But this was LL Bean, so I shouldn't have to worry about that. So using their label I send the item back. Now in mid-March 2016 almost six months after the original order I get a strange bill from LL Bean for 29.99$. It says nothing on it other than pay this amount. It doesn't say what the bill is for, nothing. I call them and they were nice but I was appalled to find out they'd not gotten the return. So they say they're going to waive the charge, which was the wrong amount for the item that I paid for on sale by the way. We shall see. --We'll still use LL Bean because some of their clothing is very good. Their T-shirts are the best I've bought anywhere, they last a long time. But something is happening to their customer service and it is not good. read more

Over the years I have purchased many items at LL Bean in part due to the lifetime guaranty and I have have taken advantage of this guaranty on a couple of occassions without any problem. Approximately 20 years ago I purchased hiking boots in their Freeport store which served me well until this year when the soles on both boots separated. When I tried to return them pursuant to their guaranty I was told that under their new policy I needed to provide a proof of purchase. Of course I didn't keep the receipt from 20 years ago. They said they would research their records to see if they could find proof. I paid with a credit card and doubted they would have my address. They claimed they couldn't find anything and therfore would not honor their lifetime guaranty which they unilaterally terminated despite the fact that it was a significant reason I purchased their product. I will never buy any of their products and have unsubscribed from their constant emails. What they have done is a breach of warranty and breach of contract. They never had any unreasonable conditions to their warranty and never required that I keep the receipts. I have recently read many reviews which question the current quality of their products which I surmise is part of the reason they changed their policy read more

Maybe it's the fact that Maine is so far from GA or maybe it's the fact that the quality of the product is top notch or maybe it's the fact that the employees have always gone above and beyond to help me but whatever the reason is I love L.L Bean and their campus in Freeport. We came to Freeport for two reasons, check out L.L. Bean/their campus and visit Maine Beer Company. I have a pair of Bean boots but the laces have been coming unraveled and I could never find any replacement laces on the website so while buying Lauren a pair of Bean boots, online orders were back ordered months like normal, an employee gave me a free pair of laces. So we got a pair of boots that would have otherwise waited months for and a pair of laces, good haul but not over yet. We then went to the more outdoorsy shop and bought our dog a life vest because we like to float down rivers every so often and have never been able to take our pooch, now we can thanks to the very knowledgeable and friendly employee. Finally, we went to what seemed like the main store. I got a couple of post cards for family members and bought a few extra pairs of laces for our Bean boots just in case and when we checked out the cashier gave us a free Bean boot key ring for free! If you like L.L Bean or just anything revolving around the outdoors the L.L. Bean campus is basically a bucket list item. read more

Fun store and good selection of gear they just don't sell down south! Kids enjoyed it and me and the hubby got some good light jackets. Have bought LL Bean items in the past, great brand and they last. You could easily shop here for hours but we headed out as the crowds were entering (around 11). read more

I have not been to their store in Freeport in ages but do order online. I have to say that anyone that wants to improve their customer service should look into LL Bean model. When you call never sent through an irritating voice unit. They answer right away and do not dictate "our policy"...very helpful. I love their clothes...you will wear out before the clothing they sell! read more

I need to say a huge thank you for sponsoring the free shuttle buses at Acadia! The family went to the park and loved the bus system you have made possible. I been shopping at LL Bean since the early 1970's and i have always loved LL Bean's customer service but know i have another reason to keep buying your products, the shuttle bus. We stopped at your flagship store on the way home from Acadia and purchased 3 pairs of bean boots and some clothes. I have had my boots for over 30 years I hope my kids have as many great memories with their boots. I have to come clean i have had the rubber parts of the boots replaced by you a few times. read more

A customer could not ask more than this store provides. The clothes are durable. If you don't like how they performed, L.L. Bean goes beyond the call of duty and not only refunds the cost of the merchandise or replaces it, but they will refund the cost of shipping...which is beyond my expectations. Also, I have never spoken to a rude or ungrateful employee at this store. I'll always buy my clothes from here. I can't say enough for a store I can trust and feel good shopping with. read more

The L.L. Bean store in Freeport is an iconic must-see when traveling through the area. The store itself is fun to visit with its trout ponds and aquariums, stuffed moose, beaver and other wildlife on display. The merchandise is all L.L. Bean as you would expect and the selection is stunning ranging from clothing to camping gear to boating to hunting and fishing and on and on. It's also a bit on the pricey side. We don't usually buy too much at the store opting more often to buy our stuff on line. While L.L. Bean makes a big deal about their quality and guarantees, we've had mixed results, hence the three star rating. Clothing items like jeans, shirts and jackets are always top notch. But their trademark rubber topped boots have proven disappointing and of very short lifespan. The waterproof rubber uppers begin cracking by the second season and are pretty much useless after that (at least if you want to keep your feet dry - they're still serviceable in dry conditions). The leather pull tab on one pair ripped off after just a couple of wearings. L.L. Bean was quick to exchange the damaged item, but that's a big hassle and leaves you wondering what else is going to go wrong. We also bought a rather expensive floor lamp a few years back that lasted about two years before a small part broke rendering the entire unit unusable. Pretty frustrating. For now, we just stick to the clothing and leave the shoes and other stuff behind. read more

I purchased 4 button up office style shirts a couple years ago. Each shirt was probably worn about 30 times a year. Maximum wears for each shirt was less than 100 times. Each shirt's collar frayed to the point that it couldn't be considered a dress shirt any longer. I have shirts from LL Bean competitors that have lasted over 10 years without similar wear. But, I bought these shirts before LL Bean did away with their lifetime warranty so I figured I could return them since the materials were hardly up to par. Disappointingly, I was told that I would not be allowed to return them as this was normal wear for the garment. The Customer Service agent at the flag ship store said that the shirt's had fulfilled their wearable life cycle. Talk about disposable fashion! LL Bean has nothing on H&M. I ended up leaving the shirts with the agent and telling them how disappointed I was in the quality. The only reply I received was, "sorry". Very sorry indeed, LL Bean. I will no longer be a customer and I will actively refer friends and family who visit to avoid you! read more

LL Bean's customer service is one of its kind. I recently bought a quilted jacket and one of the buttons fell off so I asked if they could send another button to me. I spoke with Angie in customer service and she's sending a brand new jacket to me with a shipping label to return the defected one. Angie explained that the defected jacket will try and be fixed and then sold in the factory outlet. Love that LL Bean recycles and reuses! #satisfiedcustomer read more

Tourist Trap. Customers need to wake up, look at the quality of the merchandise, where it was made, and comparison shop. EVERY item I looked at in this store, was made outside the United States, and was comparable to Kohl's and, yes, Walmart. Anyone who buys merchandise here must be absolutely blind, or a tourist who NEEEEDS to buy something "Bean." (rolls eyes). Get a grip people, $60 for a bathrobe, that costs $25 at Kohl's? If you have money to throw away, throw some my way...! read more

L.L. Bean is a company that stands behind its customer satisfaction guarantee. My husband has been wearing their cargo pants for years and loves them. However, he's been complaining about an apparent defect in the pants which results in a hole starting in a conspicuous place in the front. Starts very tiny, then gets to the point where he can no longer wear them in public, just around the house.. Tired of hearing about it, I finally called the company and talked to a lovely woman who assured me they would take the pants back. When I explained that I had many pairs, some many years old, she said to send them all back, even if we had to send them in two batches. I did just that - after downloading a free return receipt label which she had directed me to - along with a note explaining why I was returning the pants (with the hope that the defect can be corrected). Within a couple of days we had an e-mail saying they had been received, and a day or two later my husband received a phone call asking what colors he would like his new pants in and, if they weren't available, a refund would be provided. Four new pairs of pants arrived within a week, and a sizable refund check followed a day or two later. We were stunned! Bravo to L.L.Bean's Customer Service Dept. and the company, in general, for not just giving lip service to its customers. You "talk the talk," but you also "walk the walk!" read more

Best clothes for the value, duck boots are well crafted, had them for years.

Ordered online and had a great experience as always! They do a good job of keeping you in the loop about the status of your order. Items can be a little pricey, but are usually good quality. read more

This place is enormous. I was able to find a couple good deals and walked away spending about 150.00 but a lot of it was still expensive. The staff was very friendly. read more

This place is enormous and jammed full of quality items, it makes me want to take everything home. West have been asked at least 8 time if we needed any help or wanted assistance, one lady even got me a canvas bag to put some shirts in while I looked around. Jordan in the sunglass area was VERY helpful and found a replacement nose piece for a pair of glasses the hubby has had for a while. In all, this is really a trip worth making. read more

I sent my favorite 10 year old parka back because the zipper broke. It was fixed and returned within a week! Great products and great customer service. Thank you LL Bean! read more