L.L. Bean claims to accept returns on any item, anytime, for any reason. But what they don't tell you is how abominably slow they are in processing refunds and crediting your account.
At the beginning of this month I returned a pair of boots and a pair of shoes, that didn't fit me. They were unworn, in new condition. A few weeks afterward, I still hadn't received a refund, so I emailed their customer service.
The customer service rep rather snottily responded that I shouldn't even think about seeing my refund for at least 4 weeks after they receive my returned item.
Now what in blazes takes so long? I sent the boots back priority mail, didn't take it more than three or four days to arrive, so why does it take four weeks or more to see a refund? It's not like they have to mail a check, all they need to do is type some information into a computer to get the refund processed through my debit card. So what's the holdup?
Even if they have a huge warehouse full of returns, they need to hire enough people to get their refunds out in a timely manner, not keep people waiting for weeks! If I walked into a store and returned an item, I would walk back out with the money in my hand. But apparently it's okay for companies to play waiting games with customers. No way could you or I walk into a store and take home a pair of shoes and casually say, "I'll just pay you in four weeks or so, or whenever I get around to it." They'd have us arrested for shoplifting if we did that. Yet, retail companies can hold on to items sent back to them AND hold on to our money.
I wasn't happy with this at all, so I kept complaining. They first tried to fob me off with "we can't expedite returns", and I had to be really persistent. Finally I mentioned taking them to small claims court, and that seemed to get them going a bit. They eventually refunded the boots price after a couple of days, but I am still waiting on the refund from the shoes. I emailed them again about the shoes and got the "we can't expedite returns" automatic response. I am pretty mad now. That money was supposed to buy our Christmas tree, but looks like we won't have one this year because these Grinches won't get off their butts and go look for the box in their warehouse so I can get the money back.
I emailed them several times after that, and now they are not answering me at all. I asked them how they would feel if a bunch of disgruntled customers got together and filed a class action suit against them for their refund policies. I would be all for that. It isn't fair for them to hold on to people's money.
I complained to the BBB, even though I know they won't do anything, it will help with the paper trail, I guess. Also, I am going to file suit against them in my local small claims court for the 34.95, though God only knows when I'll see that money.
What rude, rude customer service. I am never shopping with L.L. Bean again. I'll go to Lands' End, who have always been nice to me
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