In the end, the rep agreed that LL Bean would cover my return shipping charges for the Snow Sneakers, since I was - in effect - sent the wrong product. While I do appreciate this concession, it would have been nice if the rep had suggested this.
On 12/5/10, I placed an order for TC258269, Deep Coffee Snow Sneakers, Size 9 1/2.
Immediately after I received the order confirmation for the Snow Sneakers, I forwarded the confirmation email to [email protected] with a request to cancel the order. (I have this Sent email in my records.)
I did not hear anything back from this emailed cancellation request.
On 12/10/10, I placed a different order, for TC25063, Wildcat II Boots.
I then realized that I wasn't sure whether my first order (for Snow Sneakers) had actually been cancelled. I called customer service and asked for the Snow Sneaker order to be cancelled.
Now, a few weeks later, I realize that the Snow Sneaker order went through,
And the Wildcat II order got cancelled (the opposite of what I requested).
Unfortunately for me, the Wildcat boots are now out of stock in size 9. I
Received shipment of the Snow Sneakers, but they do not fit me properly.
I am throughly frustrated and disappointed about this situation. If my emailed cancellation request for the snow sneakers had been honored, this mix-up never would have happened. Further, if the order for the snow sneakers had been cancelled per my phone request (rather than having the Wildcat order erroneously cancelled), I would have received the Wildcat II boots before they went out of stock.
On 12/20/10, I sent an email to [email protected] describing the situation and asking what they would do to remedy it. Several hours later, I had heard nothing in return, so I did an online chat with a customer service representative.
The rep stated that they never received my cancellation email for the Snow Sneakers, and confirmed that the Wildcat boots are out of stock for the rest of the season.
I suggested that LL Bean credit my account in order to compensate me for the inconvenience; this was met with a resounding No.
Me: Would LL Bean be willing to credit my account to compensate me
For the inconvenience? The Snow Sneakers do not fit me well enough to be
Completely satisfactory, but I guess they might fit me well enough to be
Worth, say, $50, to get me through the rest of the winter.
Me: I am quite certain that, in my phone call, I requested for the SNow Sneakers order to be cancelled. Now I am in a bit of a bind.
Rep: No, if you are not satisfied with the item that you received, you should
Return them to us for a full refund. We do not negotiate with customers to
Keep a product that they do not want for a reduced price.
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