L.L.Bean

I like LL Bean and have always had great experiences with them in Freeport or online, but I will not shop in the Paramus store again. I had a bathrobe that did not hold up well. I called customer service and they said to go ahead and buy a new one (slightly different) and then to return the old one. I was to receive the value of the new one back. I went to Paramus to complete the return and the store manager (Sam I think) refused to complete the return. He insisted that the bathrobes were different and was rude. I asked him about their lifetime warranty and he smugly replied that it was a "satisfaction guarantee". I do not know what the difference is but I guess he thinks that it means that he can be rude and demeaning to customers. I explained that I already spoke to customer service and was simply following what they told me. I ended up having to hold up the line and call customer service and they made the store manager refund my money. There were dozens of ways he could have handled this better. If he was not sure he should have called them himself instead of treating me as he did.

For the most part I like LL Bean, but this particular store did not have much in terms of inventory. They were out of nearly everything in men's medium and large. I suppose one can forgive them as it's after the holidays, but it ended up being a waste of a trip. On the flipside it's easy to jump on the Garden State Parkway from the store.

Staff was extremely helpful. Love LL Bean

Great customer service and products. Highly recommend shopping here.

Dear LL Bean,

We can't stop telling the story of your incredible customer service!!
I sent you my husband's 15 year old fleece lined warm-up jacket because the zipper
wasn't working. You not only replaced it, but also the frayed cuffs and waistband, at no charge!

We are very grateful and love the jacket and LL Bean even more!!