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L.L.Bean Rated #1 in Customer Satisfaction


We are honored to have been ranked #1 in customer satisfaction for the 2013 holiday season by two leading customer research firms, StellaService and ForeSee.

L.L.Bean earned the highest possible rating in the Stella Monthly Benchmarks report, an objective evaluation of customer service performance across phone, email, shipping and returns.  According to their report, our “consistent, top-notch service bested all other retailers.”

“What L.L.Bean has achieved is more than fast, friendly service. They’ve managed to install a true culture of service….” – StellaServic

The 2013 ForeSeeExperience Index polled more than 67,600 customers about their satisfaction with the 100 biggest U.S. retailers. Out of all those household names, L.L.Bean came out on top. (We’re pleased to share the #1 spot with Amazon. It’s a jungle out there, but there’s plenty of room at the top for companies who are doing it right.)

“It is no surprise that we find L.L.Bean at the top as they have always been a customer experience powerhouse.” – ForeSee

From all of us at L.L.Bean, thank you.

Thanks to our customers for your continued support, and for giving us the opportunity to serve you. And thank you to our employees – each and every one of you deserves credit for this award; from the expert product developers, to the friendly customer service representatives, to the warehouse staff who make sure every customer’s order gets out the door promptly and accurately.

"Customer Service… is a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity." –Leon A. Gorman, Chairman Emeritus, L.L.Bean, Inc.

 

 




  1. Nancy Jean Medico | January 22, 2014 | 5:59 pm

    I am a loyal LL Bean customer and have always patronized LLBean because of the quality of their products. In fact, this christmas I spent over $600 in LL Bean merchandise for my husband. Although most all the products were of LL Bean quality, I must admit that I was disappointed in the LL Bean Signature sweatshirt I purchased through the internet. I had purchaed an identical one for my husband last year and he loved it. This years sweatshirt was not of the same qaulity although it cost the same. It was thinner in material and smaller (even though it was an extra large). We were quite disappointed as we were expecting that same durable quality LL Bean has in all its products. The tag number(item number) of the sweatshirt is – 284976. Other info on the tag is: RN71341, VN06135. It is not like me to complain, but a store attendant said that LL Bean takes pride in its customer feedback, thats why they have such great merchandise. Therefore, I thought I would let you know.

    Thanks,

    NJ

    • dkolmar | L.L.Bean | January 28, 2014 | 2:42 pm

      Dear Nancy,

      Thank you for the feedback. I am sorry to hear that you were disappointed with the quality of the Signature sweatshirt. We will share your comments with our product team. ^DK

  2. An Ex Customer | January 24, 2014 | 12:12 pm

    Wow… i am shocked. I could NOT disagree more. I had a horrible experience in a store. They told me I had to call somone in the home office, they gave me a specific person’s card. After I made several phone calls & left several messages, I finally had to ask the operator to ping him, he FINALLY called me back. Then when he said he would call me, he did NOT. So I had to reach out again, only to be told they would not take returns with out a receipt. Then I spoke to his manager, had a little better experience but when I asked if I was being treated like this because I have some dirt under my nails & the way I looked, he LAUGHED at me. Actually laughed.

    Long story short, going to Cabela’s this weekend with a car load of friends.

    • dkolmar | L.L.Bean | January 28, 2014 | 2:38 pm

      Thank you for sharing your feedback. I apologize that you had such a negative experience in our store. We have forwarded to our customer service team so that they can investigate. ^DK

  3. Lisalmnnick | January 24, 2014 | 2:41 pm

    Hello I got my husband the flannel lined men’s slippers a couple years ago. Unfortunately they are coming apart for awhile now. Someone told me you have a lifetime guarantee Do you replace them for free?
    Zoom inZoom outReset

    Men’s Handsewn Slippers, Flannel-Lined
    1441 Reviews Write a Review
    Item #:TA212164

    $39.95
    Color: Brown
    Medium D
    Size Chart Width: Medium D
    7
    8
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    FREE shipping, no minimum order.
    Quantity
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    Product Details

    An amazing value for these premium slippers
    Handsewn for a comfortable custom fit
    Buttery-soft leather lined with soft cotton flannel
    Handsewn from carefully chosen full-grain leather, these cozy slippers have a custom fit that conforms to the shape of your foot. Buttery-soft upper is lined with classic plaid cotton flannel for added warmth. Full-foam sock liner cushions your foot for extra comfort. Light, flexible crepe outsole. Imported. Half sizes order up.

    Share:

    • dkolmar | L.L.Bean | January 28, 2014 | 2:35 pm

      Thanks for making us aware of the issue, your post has been forwarded to our Customer Service team who will follow up. ^DK

  4. Debbie | January 27, 2014 | 7:03 pm

    Congratulations on your well deserved rating.

    We just had an issue where we had ordered boots to be sent to my son at his rental house at college. The box that he found outside his door was cut cleanly open and the boots and all wrapping and even the order receipt was missing. Because another box (for another room mate) that was delivered was sitting on top of the LLBean box on the porch, it was suspicious. It appears that the LLBean box was delivered empty!

    A quick call to UPS has gone unanswered/ unreturned for 3 business days/ 5 days total. A call to LLBean; however, was a refreshing experience in customer satisfaction! The representatives listened, were sympathetic, and immediately looked to solve the problem immediately. They offered to contact UPS to work out the logistics, they offered to immediately credit my account for the price of the boots and it was all done with a positive attitude and “we are here to help you” tone.

    This is just one small example why LLBean is rated so highly for customer satisfaction.
    Thank you!

  5. Frank RUbman | January 29, 2014 | 10:09 am

    LLBean has perhaps the best customer service group/department I have ever interfaced with. The products they carry are al top quality.

    Frank Rubman

  6. Susan Waldon | January 30, 2014 | 8:03 am

    My family has been shopping with LLBean for almost 37 years. We have never and I mean never been disappointed with Customer Service. For years, we ordered and returned with a phone call. Now with computers it is so easy online. However, recently I wanted to return something and get it in another size for the same price I had received it for and had to call. Wonderful experience! It is so refreshing to know that nowadays there are still such nice, patient people in the world ready to help at a moment’s notice. We love LLBean and it is our go to place to shop. It is our favorite store hands down. Quality, customer service, guaranteed. Keep up the good work customer service and LLBean. We love you.

  7. sharon | January 30, 2014 | 8:52 am

    I am a very loyal customer of LL Bean and if you look it my closets and drawers you would see that. I can say I have ever had a bad experience at the store. The take the products back no matter what, even when I say “oh well I give it a try, but I doubt it” I get refunded. If you have had any kind of problems with LL Bean you obviously haven’t shopped at Macy’s. They will never win awards for customer service. I will be going back to LL Bean soon to get a new bathing suit before my next cruise and I will be sure of being greeted with a great big smile and welcome when I walk through the door.

  8. Kidd | January 30, 2014 | 8:57 am

    I would just says llbean you’re the best. Best in every dept. I think it is refreshing to speak with people who really seem to care. Sure sometimes this have gone wrong but bean has always been there to fix it as fast as they can, one way or another they make it right. I only have one more thing to say, please come to Canada.
    Thanks

    Congratulations.

  9. JPA | January 30, 2014 | 9:31 am

    I have been a L.L. Bean shopper for decades. Their customer service and product specialists are amazing. They are not always accurate, but they try their best and are always aiming to please and their return policy is unsurpassed. Due to the companies high quality, I very rarely return anything.

    On the other hand, L.L. Bean’s Internet site is lacking information. For example, in 2013 http://www.llbean.com decided to only display one of the two comfort ratings. They have two comfort ratings, one is with light activity like walking briskly and the other is with moderate activity like hiking. They only display the moderate activity rating. These two numbers are generally around a 50 degree Fahreheit difference. http://www.llbean.com needs to include BOTH comfort ratings, for the purpose of honesty, a trademark of character.

    In addition, http://www.llbean.com lacks information about the material of their clothing. For example, they will write that the shirt is made of wool, polyester, and nylon; however, they will not write the percentage of each. The company should include more information.

  10. sandy king | January 30, 2014 | 10:01 am

    Thank You For So Many Reasons!

    Off the top of my head….I love my L.L.Bean boots. I love having a store nearby and the friendly staff there and online. Keep up the good work!!!

    Sandy

  11. Alex | January 30, 2014 | 4:49 pm

    Congrats! L.L. Bean is a unique company that has the best quality clothing with the best service. They’re like a good friend who you trust buying things from.

  12. A New Yawker!! | January 30, 2014 | 4:52 pm

    Congratulations, and yes I completely agree that they deserve this award and even more. 100% of the time that I contact LL Bean I receive excellent friendly and helpful service. Give those people a raise!!!

  13. erica W. | January 30, 2014 | 5:24 pm

    Congratulations on your high ratings! I’ve never needed anything unusual from your customer service, but when I’ve needed small things I’ve always had a good experience. I also want to praise your web developers: your site is one of the easier ones to manage and navigate for online shopping, and I appreciate that. Keep up the good work!

  14. Ray Albany | January 30, 2014 | 5:43 pm

    It doesn’t surprise me that LL Bean employees are ranked #1 in customer service. I have been a loyal customer for years and congratulate them on this well deserved award.

  15. Jackie M. | January 30, 2014 | 6:20 pm

    The employees of LLBean deserve their customer service award. As a longtime customer ,I
    have always, experienced nothing but positive transactions with your company. Thanks LLBean employees for taking pride in what you do. You truly have made shopping a pleasant experience
    for me for a very long time.

  16. Christopher C. | January 30, 2014 | 7:34 pm

    Although other commenters seem to be using this as a forum to take shots, I believe that the customer service via llbean.com is excellent, either via email or phone. If calling I always get a live person very quickly, and who actually seems like they care about helping me. In my book, thats truly awesome in a day and age where endless phone tree menus and canned emails responses are the norm. Congrats!

  17. Jen | January 30, 2014 | 10:37 pm

    I agree a well deserved rating! Great customer service in store and on the phone that’s why i always do business with you.

  18. Michelle | January 31, 2014 | 12:00 am

    I agree, customer service here stands out and is always EXCELLENT! Thank you!

  19. Andrew | February 1, 2014 | 10:06 am

    I agree you have the best customer service I have experienced. Your service is very responsive to Canadian customers; you know about customs/duty and I am amazed at how quickly things arrive. Most U.S. companies treat Canadian customers like they are a pain in the butt. They do not know any of the rules about shipping to Canada and could not care less. Thanks for your service (and products) I will be back.

  20. Mervich | February 4, 2014 | 4:06 pm

    I shop L.L.Bean frequently…so much so that my “significant other” claims I have an L.L.Bean addiction! In honestly, I have shopped some of the other online merchants too. The quality of some of the “other guys” goods is often questionable and their customer service frequently claim to be the best, but it’s usually questionable too. Whenever I need to contact Bean’s Customer Service folks, whether it is a beef or simple question, they are always, hands down, the absolute best I have experienced anywhere. They know my name right off and usually have my order history up before I even ask the question! The have the unique ability of making me feel like I am the most important customer L.L.Bean has! If there’s a problem, it is most often solved RIGHT NOW. I am always amazed. Kudos L.L.Bean…I will continue with my addiction, thank you!

  21. Rocco | February 6, 2014 | 1:42 pm

    Just rec. my spring catalog

    Could you not find a guy with a clean shave??????
    Not what I like to see when I want to buy something!!!!!!

    Thanks

    • Laurie | L.L.Bean | February 12, 2014 | 10:10 am

      Hi Rocco – Thanks for sharing your comments with us. We appreciate it. Best, ^LB

  22. Stephen Moyzan | February 12, 2014 | 12:00 pm

    Best pair of boots I’ve ever purchased!!!!!

  23. JANEB | March 24, 2014 | 7:22 am

    IN 2007, I PURCHASED A PAIR OF “SUMMER” SHOES WITH THICK RUBBER SOLES THAT HAD PERFORATIONS TO COOL THE FOOT. IT IS A MARY JANE TYPE SHOE. I STILL HAVE IT BUT I WANT ANOTHER ONE OR ONE SIMILAR. EVERYONE ASKED ME WHERE I GOT THIS ON AND I AM HOPING YOU SOLD A LOT OF THEM.
    THE INFO ON THE INSIDE TAG “WOMENS 9 AND THEN STOCK# DPL9 04 VN 05330 AND OF COURSE MADE IN CHINA AND BELOW THAT THE NUMBERS 062712. YOUR NAME L L BEAN IS ON THE OUTSIDE RUBBER SOLE. THE SIDES ARE A MESH MATERIAL WITH ENCLOSED TOE, RUBBER ON THE END …JUST LIKE A TENNIS SHOE. AND VELCRO FOR BUCKLES………………PLEASE PLEASE CAN YOU TELL ME IF YOU HAVE THIS PAIR STILL AVAILABLE TO A SIMILAR ONE?????? I CHECKED YOUR SHOES..THE SUMMER ONES BUT IT IS HARD TO TELL IF SIMILAR. THANK YOU. THESE SHOES ARE STILL IN GOOD SHAPE AND HAVE AND WILL CONTINUE TO SERVE ME WELL.

    • Laurie | L.L.Bean | March 24, 2014 | 1:33 pm

      Hi Jane – I have sent your request to our customer service department. They will research and get back to you soon. Thanks ^LB

  24. JANE n. | March 31, 2014 | 1:15 pm

    I think your service is great excepting in one regard. I like to use Pay Pal but I do not have the convenience of choose, order and click a payment through Pay Pal. I have to phone in, to place an order. I’ve never found this using Pay Pal else where and I shop world wide. I have to say it does give me pause and put me off shopping with LLBean, which is a shame. Can’t you change this policy?

    • Laurie | L.L.Bean | April 2, 2014 | 8:35 am

      Hi Jane, I apologize that you are having problems with using paypal to purchase things on llbean.com. You can still order online and pay using paypal. You’ll see an error message when you click the paypal option, but if you continue through to the check out page, you’ll see another option to choose paypal for your payment. Select that and continue on with your order. The initial error message is a coding bug we are trying to resolve. No need to call to place your future L.L.Bean orders. Thanks for letting us know. Best, ^LB

  25. Chapel Hill | April 1, 2014 | 5:26 pm

    I agree with Rocco’s comment about unshaven models. I don’t object to a full manly beard or well-groomed mustache. Lately, however, a lot of L.L.Bean models have a few days of ugly stubble or thin boyish beards that suggest they wait a few years and try again.

    If I were President of L.L.Bean, my rule would be simple: either shave or grow a real beard; none of this in-between stuff.

    • Laurie | L.L.Bean | April 2, 2014 | 8:29 am

      Hi Chapel – Thanks for sharing your comments about our male models. We produce over 50 different catalog titles each year between our L.L.Bean and L.L.Bean Signature lines and feature models that are clean shaven, some with a little stubble and others with full beards. I’ll share your comments with the catalog art director for future considerations. Best, ^LB

  26. JOHN E. MCBEE | April 24, 2014 | 5:29 am

    I went on line at 6:10 am today to check out your two day sales. Guess what sold out. This has happened before. I would think a store with your supposed reputation would not put an item up for discount unless there their were plenty to go around. Ten minutes is not adequate. I realize there is chance something might sale quick. But come on ten minutes. It isn’t an item I would even want. You owe your customers better service than that. I purposely go on line most mornings to check out your sales, not waste my time. Why don’t you post how many items are up for sale. That would give your customers a better perspective of why the item went so fast. Unsatisfactory sales In my opinion for this dept. 4/24/2014.

    • Laurie | L.L.Bean | April 25, 2014 | 3:13 pm

      Hi John, Thanks for sharing your comments with us. I apologize that the item you wanted wasn’t available. I’ll share your suggestion with our e-commerce team. Best, ^LB

  27. Bethany | May 20, 2014 | 3:21 am

    “Know what your customers want most and what your company does best. Focus on where those two meet.”
    (Kevin Stirtz)

    LLBean: Congratulations on your Customer Service Awards! I feel the above quotation applies to your company.

    Your customer service is simply the best. Your people are sincerely caring, polite, efficient, empowered to solve problems, and well-educated on products.

    I have shopped many retailers from luxury to bargains. When I pick up the phone I never know if I will get someone unskilled, snippy, or an annoying sales pitch. Then I have to wonder if the order will be shipped properly, the items as advertised, of good durable quality, or a hassle to return.

    LLBean’s people give me the feeling they are proprietors of their own little store, and are proud of it and eager to help me find the right item. I believe this is unique in large online, catalog or store shopping (and I shop a great deal).

    It must be a philosophy you all have cultivated over time as a team. It’s special and each of your employees should be proud of this high level of performance.

    Your courteous service, combined with nice, enjoyable, pleasant to use/wear products, has made me loyal to LLBean. I particularly look for feminine relaxed tops, but over the years I have branched out. Anything I might need, from a tee shirt to a bedside table, I check LLBean first.

    I have been pleasantly surprised to discover many items for birthday and Christmas gifts. Recently I moved into your bedding section, and had an interesting chat with the representative about design possibilities.

    So, you see, I was not surprised to hear you received awards for customer service. Service at LLBean goes beyond a phone manner or fast delivery. Ultimately what you all do by caring about your jobs, your products and the myriad details of the business, is you make people happy.

    You promise a good experience, and with the rare exceptions inevitably part of an international business, you deliver a good experience. When I see an LLBean box on my porch, I get a smile on my face.

    Thanks!

  28. Michael Hayes | June 15, 2014 | 9:04 pm

    I love LL Bean and all your products. I am a loyal and frequent customer, I have one request. Please, Please, Please by next spring offer men’s chino pants in white. You’re the only outfitter I can rely on for quality and price. I know I’m not alone. Please Help!

    • Laurie | L.L.Bean | June 17, 2014 | 11:18 am

      Hi Michael, Thanks for sharing your comments. I’ll pass along your request to our product developers. Best, ^LB

  29. ron | June 25, 2014 | 10:03 pm

    I am shocked that there is no customer feed back site on LL bean’s web site. As far as i can see there is no way foe the public to leave there comments.

    • Laurie | L.L.Bean | July 1, 2014 | 2:14 pm

      Hi Ron
      Thanks for sharing your comments. All our products have a place where customer’s can leave a product review. We also have a public Q & A section on the website where customers can ask a question and we post a public reply. You may reach out to us via our social media channels on Facebook and Twitter. Hope that helps. Best ^LB


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