LL Bean Confirmed Order Cancelled Freeport Maine

 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.
 

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.

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.

... 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.