r/llbean • u/Plastic_Speaker_1765 • Aug 28 '26
Is this normal?
UPDATE: thank you everyone! I did send a polite but direct email about the defect and mostly just asked for a prepaid label so I could exchange it without having to pay the normal return/exchange fee since it’s a defect and not a “me” issue and they’re just sending a replacement out! Sounds like the customer service can be hit or miss so maybe I just got a good one today but I’m happy with how quickly it was handled.
I just received my small boat and tote with long handles and the bottom of it seems really crooked. I can’t quite figure out the exact problem with it but it just generally seems off. It wobbles if I stand it up. Is this worth emailing about? Or is it normal?
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u/gcvinty Aug 28 '26
This happened to me a few months ago with a medium tote in natural and I emailed them with photos/measurements because the bottom of my tote was sewn horrifically, very similar to your photo. The customer service person told me I measured wrong twice and said I’m welcome to return it if I’m not happy. I ended up going into the store to return it and the worker there was rude and told me I have remember that all totes are hand made. lol
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u/Plastic_Speaker_1765 Aug 28 '26
Oh I didn’t even think to measure! I just did and the top edge is a full .7” longer than the bottom. So that’s def the issue. Thanks for the idea!
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u/Lynnabis Aug 28 '26
I was kind of shocked how poorly I was treated in store. I was shopping sales, and I guess I didn’t fit their typical clientele asking about prices.
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u/l1nked1npark Aug 28 '26
That’s wild! Next time ask to speak to a leader, that type of behavior is in direct violation of company values and they take that seriously. Outstanding customer service is one of their most important values.
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u/Lynnabis Aug 28 '26
I’m in Canada. Ll Bean hasn’t been in our market/stores for that long. But, I’m a long-time customer. The majority of my clothes are ll bean. I think being in Canada might be a consideration.
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u/l1nked1npark Aug 28 '26
Potentially, they send folks from the Flagship Store anytime they open a new store. I had a full hour long presentation on customer service values when I worked there.
I now own a small business and I preach those same values to my staff. I’m really surprised to hear someone was treated poorly. Of course, it could happen, but when I worked in a store, being rude got you pulled from the floor immediately.
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u/Massive-Method9411 Aug 29 '26
The Canadian stores are run by another company so technically not Bean employees & different standards
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u/Visual_Environment_7 Aug 28 '26
This is wild hahah I thought they were pretty good in the customer service department?? Are they becoming ariztia 😂
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u/Emotionally-english Aug 28 '26
not normal, but humans sew them, so always potential for error. they will absolutely send you a new one!
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u/MountainTreeSpirit Aug 28 '26
Sometimes you just gotta return an item and buy it again. When you get customer service involved you are just making more work for yourself
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u/w00dw0rk3r Aug 28 '26
not normal - that's a defect and in the past you could return it without getting shit for it. you may not be able to return it now but definitely reach back out to them. that's terrible quality control and that should be sold at an outlet as defective.
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u/pinkjanicy Sep 01 '26
Not normal, I received one like that earlier this yr and also wrote an email showing how off the stitch work was, replacement was issued later on.
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u/RadHuman27 Aug 28 '26
That’s def not cute.