Complaints

This profile includes complaints for L.L. Bean, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

L.L. Bean, Inc. has 32 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  L.L. Bean, Inc.

  15 Casco St Freeport, ME 04033-0002

• 

  L.L. Bean, Inc.

  4999 Old Orchard Ctr Skokie, IL 60077-1450

• 

  L.L. Bean, Inc.

  10300 Little Patuxent Pkwy Columbia, MD 21044-3341

• 

  L.L. Bean, Inc.

  1961 Chain Bridge Rd McLean, VA 22102-4501

• 

  L.L. Bean, Inc.

  150 High St Ellsworth, ME 04605-1761

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against L.L.**** for **unethical business practices, fraudulent misrepresentation, and deliberate mishandling of a scheduled *** return pickup**, which resulted in wasted time, emotional distress, and financial inconvenience. **1. Failure to Schedule Pickup I was instructed by L.L.**** on the 24th to wait for a *** pickup to return an item in the next 48 hrs. - After **two full days of waiting**, I spoke directly to the *** driver, who confirmed **no pickup was ever scheduled** for my address. - Despite this, L.L.**** agents **falsely claimed *** attempted pickup**a verifiable lie. It was a pickup sent to the wrong address. **2. Kathys ********************* Mismanagement** - Agent ********* spent **30+ minutes** insisting the pickup was sent to the "correct address," despite my providing the correct address **twice** in prior communications. - She **stammered, deflected, and refused to acknowledge the error**, demonstrating either gross incompetence or deliberate deception. **3. Bobs Reckless Suggestion (Risking Customer Property)** - Agent ******* suggested I **leave the package outside unattended**, knowing: - *** had **no record** of a pickup. - If stolen, I would be **held liable**.- This constitutes **negligent customer service** and violates L.L.Beans own return policy. ### **4. Refusal to Issue Refund Despite Their Errors** - Despite **their** failure to schedule the pickup, L.L.**** **refuses** to refund me unless I return the iteman impossible demand, as **they** prevented the return from occurring. *Demands for Resolution 1. **Immediate refund for the item, **without** requiring its return. 2. **Written acknowledgment** of agent misconduct (Kathys gaslighting, Bobs negligence) **Supporting Evidence** - *** drivers verbal confirmation (available upon request). - Call logs/timestamps with agents ***** and ***. This behavior violates FTC guidelines and consumer protection laws

  

  Business Response

  Date: 04/02/2025

  We are sorry to hear about the customer's disappointment. When the customer contacted L.L. **** and explained he purchased a sweatshirt that was too big, our service ***resentative offered a courtesy *** Pick Up. Unfortunately, the *** made an error and arranged the pickup to happen at the customer's billing address on his order instead of his delivery address. We apologized and arranged a second pick up that was successful. This morning, April 2, 2025, the sweatshirt was returned to L.L. **** and the customer's ****** account has been credited as he requested.

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LL Bean ********** notified me on 3/14/2025 that my credit card account **************************************** was closed without my consent and that my Bean Bucks have been forfeited immediately even though the LL Bean Mastercard letter dated 3/14/2025 states that I would have 90 days from the date of this letter to use my Bean Bucks. I have been a card holder since 2008. Unfortunately, I did not receive any advance notice that my account was going to be closed due to inactivity and that my $347.03 Bean Bucks would be forfeited other than this letter dated 3/14/2025. I would like my Bean Bucks to be reinstated so I can use them. I spoke to customer service today and the *** mentioned that I was notified back in October 2024. However, I never received any email about this October 2024 notice nor is it isnt viewable on my account when I logged in last week.

  

  Business Response

  Date: 03/27/2025

  We are sorry to hear about the difficulty our customer experienced with the bank. We will send an L.L.**** gift card in the amount of $347.03.

  Customer Answer

  Date: 03/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother, who lives across the country from me, ordered a few items and sent them to me as a Christmas present. They weren't a good fit and I looked up the return policy. The return policy said refunds would be issued back to the original payment method unless it was a gift, where they would be issued as store credit. On the order confirmation that came in the package didn't indicate that the order was a gift (I'm assuming there was a "is this a gift" box that was not checked when my mom placed the order). I contacted customer service over the phone who said since the order was shipped directly to me from LL Bean I needed include a different return form to be issued store credit. He sent me the form and walked me through exactly how to fill it out. I used that and returned the package with the provided return label as instructed. A week or two later, I received an email saying my return was accepted and the refund was issued to the credit card. I called customer support and explained the situation, she said she wasn't sure what to do so I asked for a supervisor. I explained the situation to him as well and he was extremely rude and combative. He didn't even attempt to help, accused me of fraud (since I wasn't the one the placed the order?), and said he worked there for many years and never heard of a situation like this. I find it hard to believe that no one has ever received a gift shipped to them and tried to return it. He admitted that it was their mistake and still told me there was nothing he could do and my only option was to call my mom, tell her I returned the gifts she sent me and ask her to send me the money. I didn't want money back, I just wanted store credit so I could order items that I could actually use. I'm appalled at the response and the rudeness and unprofessionalism of the "supervisor".

  

  Business Response

  Date: 02/26/2025

  Tell us why here...The order was placed under the customer's name and set up to ship to him as well. His mother's name doesn't appear on the order. The credit card he attached for payment was the card that was credited when the item was returned. Our policy is to refund the original method of payment. 
  L.L.**** will not issue an additional store credit, as we have already processed a credit for the returned merchandise. 

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My name was on the order because she was shipping it directly to me. If you check where the order was made and the billing address on the credit card, it is different from the delivery address. I contacted customer service and followed the instructions I received to ensure I would receive a store credit since the order was a gift. If it was refunded, I have no way to verify the accuracy of the claim since it's not my credit card and I'm not going to inform my mom that I returned the gift she sent me and ask her to send me money as the rude associate suggested. This was the first time I ever received anything from LL Bean and if this is how they treat their customers I certainly won't be a returning customer.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Colby

   

   

  

  Business Response

  Date: 03/13/2025

  The order was placed under the customer's name and set up to ship to him as well. His mother's name doesn't appear on the order. The credit card he attached for payment was the card that was credited when the item was returned. Our policy is to refund the original method of payment. 

   

  L.L.Bean will not issue an additional credit, as we have already processed a credit for the returned merchandise. With permission from the cardholder, which the customer has said is his mother, we can charge the card and then re-issue a store credit. 

• Initial Complaint

  Date:02/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placedvan order January 10, 2025. Items were not received. There has been email correspindence requesting frefund. Vendor is stalling with excuses to refund an amount under $50 which makes me believe this is a scam. They do not provide a deliveryvservice name or tracking number.

  

  Business Response

  Date: 02/18/2025

  Good afternoon,
  
  After review of our records, I can confirm that Ms. ****** hasn't placed an order with L.L. **** and the email (*******************************), she provided is not associated with L.L. Bean.
  Unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 
  It's certainly disheartening but as this order wasn't placed with our company, L.L. Bean will not be processing a refund.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some clothing from a company that I thought was L.L.BEAN .they advertise thier name. They were having a 90 %off sale for after Christmas. So I thought it was a legitimate company ...I placed my order on January 8th 2025...I ordered a sweater to wear to a surprise birthday party on ********. .I kept checking everyday for my package ...Today is FEB14th2025 and I STILL HAVE NOT RECIEVED MY PACKAGE !!apparently I think this is a ************ ..my order is found out is coming from ***** !!I emailed the company .they are telling me that they will give me a partial refund. They will keep the shipping and handling !!IM STILL WAITING FOR MY REFUND. I TOLD THEM THEY HAD BETTER BE GIVING ME A FULL REFUND !A PARTIAL REFUND IS UNACCEPTABLE !!SINCE I NEVER RECIEVED MY ORDER IN TIME FOR MY FAMILY SURPRISE BDAY PARTY I HAD TO GO SHOPPING AND BUY ANOTHER OUTFIT !PLEASE HELP ME GET MY FULL REFUND BACK !This is the email whom I've been Communicating by email with .******************************* I don't know if this is really THE **************** OR A SCAMMER *************** ..******** ******

  

  Business Response

  Date: 02/18/2025

  Good afternoon,
  

  After review of our records, I can confirm that Ms. ****** hasn't placed an order with L.L.**** and the email (*******************************), she provided are not associated with L.L.Bean.
  Unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 
  It's certainly disheartening but as this order wasn't placed with our company, L.L.Bean will not be processing a refund.

   Sincerely,

  ********* ******

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 27th 2024, LL bean was having a sale online in which I purchased several items that came up to $59.37. The item was to be delivered within 7 business days. I kept in the look out thru email and tracking number. I was informed that my item was delivered and left at my home address. I called home and told my fianc to bring my box in doors, but the package was never delivered. I contacted LL bean and I advices them that package was never delivered to my home address as they stated, after several email to the company it was told that package was not able to be claimed. I advice them to refund my Credit card since I did not received my merchandise. LL bean refuses to refund me my full amount of $59.37. They state there company is under going financial problems. I explain to them that everyone including myself going thru financial problems and that is why we look and take advantage of sale. I been in contact with them thru email and until now they refuse to refund me my credit card of $59.37. I just need help in claiming my money back please.

  

  Business Response

  Date: 02/18/2025

  This customer never placed an order with L.L. ****. The order number they attached, DPSHA-GETD20241227303, wasnt generated by L.L. ****. 

  Unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase.

  While this is disheartening, no purchase was made with L.L. Bean so we will not be processing a refund.

  Sincerely,

  ********* ******

   

   

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 1-9-25. Their Asian customer service said it's on it's way. On 1-26-25 I contacted customer service again and told them that their tracker does not work and still no package. On 2-11-25 they said the package was already delivered which was a lie. I never got it or a delivery notification and I'm always at home. I requested a refund since I already paid for something I dont have. On 2-12-25 they said the package had been lost and offered to refund me 30 percent of what I paid. I refused. Today, 2-13-25 they offered to pay me a 50 percent refund which I refused. I want all my money back and this company should be shut down. I have sent the CEO ******* ***** messages about what's going on with his company which he has chosen to ignore. So. I want an apology from him and a full refund.

  

  Business Response

  Date: 02/13/2025

  Good afternoon,

  L.L. Bean has been communicated with Ms. ***** three times this morning. She has not been ignored.

  Ms. ***** provided us with the order numbers she received from the "business" she worked with and the emails she sent and received from their "customer service".

  None of these order numbers, (DPSHA-GET202501093033478160 and HBGJ0023238203YQ), or emails (*******************************), are associated with L.L.Bean.

  As I explained to Ms. ****** unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 

  It's certainly disheartening but as this order wasn't placed with our company, ******** will not be processing a refund.

  ********* ******

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  L.L.BEAN responded back to my emails and claimed my order was from a scam site posing to be them. So I guess you can close my complaint as resolved because they don't intend to do anything about it.

   

   

  

  Business Response

  Date: 03/04/2025

  As I explained initially, unfortunately, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 
  It's certainly disheartening but as this order wasn't placed with our company, ******** will not be processing a refund. 

• Initial Complaint

  Date:01/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 1/14/25 from L.L. Bean advertising going out of business sale. Spent $55.20 and havent heard a thing from them! Have tried emails, no phone to call. Never heard from them after I ordered.

  

  Business Response

  Date: 01/28/2025

  After careful review of our records, I can confirm that L.L.**** doesnt have any purchase history for Ms. ******* and therefore will not be reimbursing the $55.20 requested.
  L.L.**** has no plans to go out of business and has not advertised this claim.
  We're wondering if perhaps Ms. ******* placed an order with another company and not L.L.Bean. Unfortunately, there are also fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. 

  Sincerely,

  ********* ******

  Executive Customer Assistant

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  Proof they replied I made the purchase! 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/05/2025

  Unfortunately, it appears Ms. ******* ordered from someone pretending to be L.L. ****. The email on the screen shot she included isn't our business email address it is a Gmail.

  As I mentioned in my first reply, it's disheartening but, there are fraudulent sites set up to look like legitimate businesses that lure consumers into making a purchase. We did not receive any payment and will not be reimbursing any funds.

   

  
  

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Traveled to ****** via **************** on November 25, 2024. Upon arrive at ******************, the stand on the bottom of my LL Bean Expandable Rolling Pullman Carry-on was broken off. I purchased it in 2023. ********** denied my claim because I didn't file it within 7 days. I was on vacation through through December ******. When I returned from vacation, I left for a second vacation within days. After Air France denied damaged bag claim, I called LL bean to see if they would replace the bag. They said no. I am very disappointed they do take care of their customers better than this. I won't shop with them again.

  

  Business Response

  Date: 01/28/2025

  We understand that Ms. ******** request that L.L.**** refund her for the luggage was declined due to the fact that it didn't appear to be a defect with the product, but rather accidental damage caused during a flight.

  However, we have decided to make an exception. The luggage was purchased on 3/16/2023 and sold for $249.00. At the time of purchase a promotional discount was applied for $24.90. She was charged $236.43.

  We have issued a refund check for the amount paid and it will be sent to the address she listed above.

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** since L.L. **** has agreed to refund me for the broken luggage. Although I understand the damage to the baggage occurred during the flight, I believe the way the stand on the bottom of the luggage broke off, reflects a defect with the luggage. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:01/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 5th, 2025, I placed two orders with LL Bean. The delivery was delayed due to weather, with the first rescheduled delivery date set for January 10th or 11th. However, the package continued to be delayed daily throughout the following week.I contacted LL Bean on January 16th or 17th to notify them of the issue and was assured the package would arrive the next day. The representative advised me to call back if the package failed to arrive, which I agreed to do. When the package still failed to be delivered, I called again on January 19th.During this call, I was only given two options: to wait or cancel my order. When I asked what would happen if the package was not delivered on the next delivery date, the representative refused to address the hypothetical scenario or provide a specific solution, reiterating that I could cancel the order if I was unhappy. The lack of actionable solutions and unwillingness to address the situation was unacceptable.

  

  Business Response

  Date: 01/23/2025

  After careful review, we're pleased to learn that on 1/21/25 our customer service department spoke with the customer. A replacement order was keyed, and the original shipments were recalled.
  
  However,it appears two of his original color choices were not available and were substituted with alternate colors.
  Today, we successfully located all his original color selections. We have cancelled the replacement order. The five items in question are being shipped today for overnight delivery.
  
  We have been unable to speak directly to the customer. Today, we left a message of apology for the shipping issue delaying his deliveries and informing him we were able to replace the original items as ordered.
  
  At L.L. Bean we take our customers concerns seriously and managers from the highest level of the company are aware of this matter.
  
  Sincerely,
  
  ***** *******
  Executive **************************************
  L.L. Bean, Inc.