• Report: #401147

Complaint Review: LL Bean

  • Submitted: Sat, December 13, 2008
  • Updated: Mon, April 11, 2011

  • Reported By:Tualatin Oregon
LL Bean
Freeport, Maine U.S.A.

LL Bean Confirmed Order Cancelled Freeport Maine

*Author of original report: LL Bean cancelled item

*Author of original report: What is the problem with LLBean?

*UPDATE EX-employee responds: TALK TO A PERSON!

*UPDATE EX-employee responds: This should not have been able to happen, but...

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Imagine going to the store, carefulling shopping and choosing the perfect Christmas gifts, going to the checkout line and paying for the gifts. Imagine you had a gift card or special credit or discount card that you applied to the purchase. They place the items in the bag and give you the receipt. You get in your car and go home. You get home and are ready to wrap the gifts, you look in the bag and they are not there! You talk to the store and find out that they were cancelled, and that they have credited you card. This is what happened to me with LL Bean. I had purchased the items online, completed checkout, gotten confirmation that the items were in stock and would ship in 3-5 days. Then I found out that the items were never shipped but were cancelled. You go back to the 'store' and the perfect Christmas gifts are not available - but they were in my bag - I paid for them! We are very sorry, about this. Okay, I am back at the store (still thinking they are reasonable store) and choose other Christmas gifts (nice ones, but not the perfect gifts). I found out that my coupons / gift cards are not available - they have to be re-issued, thus the discounts I had are not available for this purchase. I discuss this with the store but find out that the don't have a complaint department - I can talk to the clerk about my missing items and missing discount but they don't have a person that can discuss this with you specifically. What kind of store is this? Top rated internet store who's philosophy of customer service of 100% satisfaction does not have a path or method for obtaining satisfaction - I can return the items that I did not get for instance - so I can't be unsatisfied! Go figure. At least with brick and motar stores when you walk out of the store with an item, at least it won't disappear out of your bag. And at least you can go back and complain to a manager. I have no recourse other than to warn you my good reader to beware of the risks with even the 'best' of the internet stores.

Glenn
Tualatin, Oregon
U.S.A.

This report was posted on Ripoff Report on 12/13/2008 10:02 PM and is a permanent record located here: http://www.ripoffreport.com/r/LL-Bean/Freeport-Maine-04033/LL-Bean-Confirmed-Order-Cancelled-Freeport-Maine-401147. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

LL Bean cancelled item

AUTHOR: Glenn - (U.S.A.)

 I appreciate the update and guidance here from former LL Bean employees.  I do appreciate the customer service that LL Bean provides.  However - I purchased items online that were available and in my 'shopping basket', paid for and expected to be shipped.  When it came to shipping were no longer available --- and --- the coupons that I used to purchase the items were now 'gone'.

The complaint department was to the fact that after the customer service department was called on the issue - there was no one to go to beyond customer service.  I don't think my complaint was unreasonable and did not feel that any customer service person was not respectful.  I have no recourse for complaint other than file this rip-off report.  I am upset about this especially as it was Christmas gifts and I had to scramble to recover.  Two items I am requesting --- don't allow me to put items in my online shopping basket and pay for them if you can't ship them --- and if there is some thing that is truely unavoidable --- make me whole - issue my coupons back or otherwise.
 
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#2 Author of original report

What is the problem with LLBean?

AUTHOR: Glenn - (U.S.A.)

I appreciate the update and guidance here from former LL Bean employees.  I do appreciate the customer service that LL Bean provides.  However - I purchased items online that were available and in my 'shopping basket', paid for and expected to be shipped.  When it came to shipping were no longer available --- and --- the coupons that I used to purchase the items were now 'gone'.

The complaint department was to the fact that after the customer service department was called on the issue - there was no one to go to beyond customer service.  I don't think my complaint was unreasonable and did not feel that any customer service person was not respectful.  I have no recourse for complaint other than file this rip-off report.  I am upset about this especially as it was Christmas gifts and I had to scramble to recover.  Two items I am requesting --- don't allow me to put items in my online shopping basket and pay for them if you can't ship them --- and if there is some thing that is truely unavoidable --- make me whole - issue my coupons back or otherwise.
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#3 UPDATE EX-employee responds

TALK TO A PERSON!

AUTHOR: JoeVoter - (USA)

As a former employee and a consumer of L.L. Bean products, all I have to say to you sir, is if you did not call someone on the phone, shame on you. I have never had ANY problems when deal with human beings on the phone or in person at L.L. Bean's. I took backpack in to see about having a zipper repaired, they gave me a new one instead. liners from a pair of slippers blew out, no questions asked, they took them back. My wife works in the Customer Service area of the flagship store, you wouldn't believe the stories I hear about what folks bring back! Most normal stores would laugh in the face of what some Bean's customers try to return, but Bean's stands by their word and makes (most) customers happy.

Now I too have been very irritated with web purchases, both by Beans and other companies, but following up on purchases by checking order status is a must for me now just in case of what you describe happens. I am smart enough to realize that computers can and do make mistakes and say something is availible when it is not, and visa versa, which is why I always try to talk to REAL PEOPLE when there's an issue. I reccomend you do that in ANY web purchases with anyone.
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#4 UPDATE EX-employee responds

This should not have been able to happen, but...

AUTHOR: Bad Housekeeping - (U.S.A.)

... when it comes to shopping on the internet the same holds true no matter what you are buying or from whom: Let the buyer beware.

I worked at one of L.L.Bean's Catalog Call Centers for the 2005-2006 X-Mas season, if you had called the toll-free 1-800 number on your catalog to make your order it is unlikely this would have happened to you. In my experience it's always better to do business with a living breathing human being than a machine.

As for the store (you kinda bounced back and forth a lot, it's very confusing the way you wrote your story) YES, L.L. Bean DOES have a 'complaint department' they just call it something else. Next time you call them, ask to be transferred to 'Customer Service' or just ask to talk to a supervisor.

If you spoke to someone over the phone JUST AFTER the Holiday, it's likely you so happened to get someone who was tired of dealing with annoying people all day. I'm bringing this up because that was ME at one point, you wouldn't believe some of the stupid crap people complain about! I'm not saying your issue isn't legit, but the vast majority (over 80%) of complaints I got calls about were the fact that L.L. Bean now makes a good amount of it's goods in China (DUH, welcome to the ecomony!) the other major complaint I would get was severely late deliveries (take it up with the Post Office.) the operator likely wrote you off because he/she was sick of other people's stupidity. Unfortunately your very real issue was drowned out in a sea of bored and lonely idiots.

Again, if you called in the order over the phone yourself, this would not have happened in the first place. BUT I'm sorry they handled it so poorly after the fact, phone order or not.
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