Just received a lunch time phone call from Peggy in Customer Service regarding my LL Bean Trail shoes which I had returned due to a breakage in the leather above the sole? She insinuated that this might have occurred if I had caught something sharp which would have made this cut. When I pointed out that it was starting to happen in the same place on the other shoe she then started going on about the shoes were worn out and she couldn’t do anything other than 20% discount. I don’t believe nor do I try buy products that are worn out within a few years, perhaps their products are not as durable and well made as previously.

I felt she was very condescending considering I have been a LL Bean customer for over 50 years, have closets of their clothes and footwear, have purchased plenty including for family members and relatives. She was more than willing to say no to a long time loyal customer. I can find other merchants, Amazon, Costco and hunting stores perhaps easier than LL Bean can find new long term customers.

As I recall I believe LL Bean had record profits recently. Perhaps it was on the backs of their loyal customers as they (she) was willing to offend me and have me leave as their long time customer over a $100 pair of trail shoes.

Your unhappy long term customer!

The owner now claims excessive wear and tear. Oh please! I’m in my late 60’s and for the most part still pick up my feet when I walk. I’m afraid I believe your products are not as well made and not have the quality they used to be, just as your warranties have become basically watered down with loopholes and out against their own customers. Do people really believe that footwear shouldn’t last more than a year or two for most adults? I’m old enough to remember when Bean’s warranties meant something.

I have found a very similar trail shoe on Cabelas for $20 less than LL Bean, $40 if I get their no fee credit card. I’ll see if their quality and longevity is better than what your offering your customers these days.

Thank you Peggy for getting me a 50 year customer of LL Bean to try Cabelas. These are my new Columbia waterproof trail shoes very similar to Bean’s with the difference being the cost. I got these Columbia shoes for over $45 dollars less than LL Bean shoes with free shipping, warranty and more choice in colors. I remember when the Bean warranty meant something however not so much these days. There’s an old retail expression, that customers vote with their feet! Thanks again Peggy for showing me the light.