L.L.Bean — Local services in Cranston

Horrible horrible horrible customer service. I'm not sure how they have the manager Erin working there honestly. I went in today to do an even exchange with a coat I had purchased within the last year because it had a small tear. I talked to a sales rep and she said it was absolutely fine but I'd have to pay the difference because they couldn't apply the same sale. She told me I could apply for a credit card to get 25% off. I walked away for a moment to talk with my husband first. I came back through the line deciding to open the credit card and go through with the exchange. I got a different employee this time (spoiler alert: it was the manager Erin) who gave me the worst customer service I've ever received in my life. She got extremely rude to me and said I couldn't do the exchange because it's not within the policy. Now at this point it's not about the exchange, it's about needing to follow through on what you say. I've worked in customer service for ten years and we would never go back on what an employee said even if it was wrong. We called customer service who told us to go back in and speak to manager. This is when Erin had her shining moment to be able to throw it in our face that she is the manager and still wouldn't do the return. As we all know this is the highlight of every rude manager's day. Meanwhile I'm like decked out head to toe in ll bean apparel. I've NEVER returned something there before. And I'm not a psycho customer. Just a normal person being treated like trash. It was honestly unacceptable behavior. Customer service is not what...

This review is particularly for Mike, who helped my husband and I with boots yesterday. I want Mike to be recognized for his excellent customer service and the time and attention he gave to us - while also helping several other customers simultaneously! I watched him give everyone the same care, attention, and helpful information despite how busy he was in the moment. Mike was warm, kind, honest, and very knowledgeable. He seems to genuinely enjoy doing his job and it shows through his demeanor. This stands out to me as someone who worked as a retail manager for many years. I understand how thankless these jobs can feel (especially around the holidays) and working with Mike, it felt like we were working with the maker of the boots himself. That is a wonderful and rare experience in a large retail environment and I wanted to highlight the exceptional service we received here. If you’re looking for boots especially, go see Mike at this LL Bean location. You absolutely won’t be disappointed! A side note to the manager: I tried to go online to fill out the survey on the bottom of our receipt but it doesn’t work. Please be sure Mike receives recognition for...

Had a great experience for my first time at an LL Bean store. The store was quite neat for being pretty busy. Being just after Christmas there was a lot of people here. The staff was super friendly. My favorite part of this was that I had seen something that I really liked online, and while I was checking the in store availability it said I could reserve it for 2 business days! Seeing how there was only one left in the size and color I wanted, I was in luck. They even send an email when they grab it and put it in the back for you so you know it's there and waiting for you. This is all well and good, but the great clothes, shoes and items are the real star. They are top notch and I love them....