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Published : November 16, 2008 |
Author : MareW
Category : Sporting Goods | Total Views
: 138 | Unrated
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First of all, my wicker chairs, my winter jacket, and many other items in my family's closet are from LLBean. Until now, I thought their customer service was the best, but I'm really skeptical of how they are training their B&M employees in some locations.
My husband was returning a t-shirt yesterday that we bought off the net two weeks ago to LLBean at their Burlington, MA location. It was unworn, in its wrapper, and he had the receipt. The person at the desk told him it wasn't an LLBean shirt. She asked another cashier, who also said it wasn't their shirt. She took it to a third person, and they said the wrapper was theirs but not the shirt.
I was looking around the store, and DH came to find me to ask about the shirt. I assured him that they were wrong, and went back with him to ask for a manager. The manager came over and again, said it wasn't their shirt. TheLLBean identifying tag apparently was not sewn into it. I pointed out that the receipt said "trout t-shirt" and pointed to the trout in the corner of the shirt and the word "Maine". I repeated that it was their shirt, and he finally took it back but acted very put out.
As we left the store, I went up to him one last time and told him I was surprised that LLBean would treat a customer this way. After all, they are known for their stellar return policy. He again said that the "color was wrong because the receipt said ultramarine and the shirt was blue!" I told him marine MEANS blue, but he just didn't get it.
So I guess he thought we drove from MA to Maine, found a t-shirt with a small trout on it and the word Maine, put it in an LLBean wrapper that was supposed to contain a "trout t-shirt" and drove 45 minutes from our house to the store just so we could earn $12.99?
I immediately called LLBean's customer service from my cell phone in the parking lot, and the man there was able to look up the t-shirt. He was extremely nice and apologetic, but after being that humiliated in public by several employees, and basically accused of trying to put one over on the store, I didn't feel a whole lot better. A follow-up call from the store manager admitting his mistake would have been nice.
By the way, the shirt isn't on the LLBean website anymore, but a cached copy of its picture can still be brought up by googling "Maine fisheries and wildlife t-shirt LLBean". It's too bad the manager of the Burlington store couldn't have bothered to research what had happened on his own computer before insulting a customer in public.
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