L L Bean & A+ Customer Service

[scotrace]

I am a fan of LL Bean and have a small collection of catalogs from their early years as well as a few items I've found that appear in them.
In general, I've found their offerings to be classic in style and an excellent value. But I've just had an experience which really points up their legendary customer service and willingness to go the extra mile to make sure you are satisfied.
My LL Bean Field Watch failed some weeks ago. I have owned it for a dozen or so years. It simply stopped working, couldn't be set, etc. (Quartz movement)
So I boxed it up with a gentle letter expressing my disappointment because it seemed that such a watch should have given service over my lifetime. I expected, perhaps, a discount on the purchase of a new model,or maybe a quote for needed repairs. I sent it off three weeks ago.
This morning I got a call from Freeport, Maine - the watch is indeed unrepairable, and they are sending out their current model as replacement, no charge.
(This is not to say you should buy a dead one on eBay and send it to them for replacement - they still had record of my having purchased the watch. )
I am extremely pleased and happy. And I'll return to Bean for more. They are an excellent company.

 

[Doctor Strange]

I have had similar experiences with LL Bean: their CS is truly outstanding.

That said, I do think the quality of a lot of their merchandise has slipped somewhat over the twenty years or so that I've buying from them. Sizing isn't as dependable as it used to be, some fabrics aren't as tough, etc.

That said, it's still essentially my standard wardrobe: I'm wearing Bean chinos and a long-sleeve Bean polo shirt as I type this!

 

[carter]

I'd say a lifetime replacement guarantee, whether stated or not, is unusual. I wonder if this is their corporate policy or if the tone of your letter influenced their decision when coupled with your purchasing history. In either case, this is an example of excellent Customer Service by a venerable US company.

 

[scotrace]

They have a lifetime satisfaction guarantee.

 

[Viviene]

They really go out of their way at L.L. Bean. I purchased a second hand pair of womens suede boots with faux shearling lining. I was having trouble dating them. I took a chance and emailed L.L. Bean's customer service. They were able to tell me when they started to sell that boot and when they stopped so I had an accurate time line. They could have just ignored me but they didn't. I buy from them often now because of their assistance.

 

[Ernest P Shackleton]

Maybe I should have started a new thread for general LL Bean commentary and information?

Has anyone visited the main store in Freeport, Maine? A long time ago a friend of mine shopped there, and they brought back some thick leather table coasters that were said to be from the leftover leather from their classic moccasin and gum boot manufacturing. The coasters are maybe 4"s round and are two, thick pieces of leather sewn together. I've watched eBay and have never seen them. I've never heard anyone talking about them, either. I'm wondering if they are a common item at the store, maybe sold in older catalogs, or if they were a trial/one-off deal? I see that Quoddy shows something similar in one of their older updates. Seems like it would be smart use of remaining materials and potentially a classic novelty item. I'd like to possibly pick up a set if they still at least sell them in the main shop. Has anyone else seen these? Own a set?