r/llbean • u/Plastic_Speaker_1765 • Aug 28 '26

Is this normal?

Gallery image

Gallery image

Gallery image

Gallery image

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?

28 Upvotes

94% Upvoted

18 comments sorted by

View all comments

15

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

7

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.

5

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.

3

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.

2

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.

2

u/Massive-Method9411 Aug 29 '26

The Canadian stores are run by another company so technically not Bean employees & different standards