L.L.Bean — Local services in Hadley

I made a purchase that amounted to roughly $400.00. I bought a pair of waders, and wader boots. My waders, are now leaking severely. I know for a fact that I gave my personal information, at the time of purchase. But, when I went into the store today. They said that there was no record of me, or of my purchase in their system. I made an hour, and ten minute round trip today. And was told that I could not return my waders, that I spent $300.00 on. I am not happy at all...to put it mildly !!. I know for a fact I gave them my information when I made my purchase. It's supposed to be a lifetime guarantee on anything bought there !!!! They did a change to their guarantee. And now magically me, and my purchase no longer exists in their system. Seems very odd to me. The only reason I chose to buy from L.L. Bean was because of their product guarantees !! And now, I am getting the run around. I spent good money with them. I am really pretty unsatisfied, not to mention angry !!! I will never purchase another thing from them again. From now on I will buy Simms fishing products ! I suggest that you do the same. Simms now has the best warranty in...

So, as I told Linda my customer chat representative… The website link for feedback at the bottom of the receipts doesn't exist/is broken and using Google search keywords didn't come up with an alternative. So, I'm leaving my review here instead.

there hasn't been a single employee at this location who is not a pleasure to speak/deal/informative etc with.

Kevin (didn't get his government name so obv.) just helped at an above-and-beyond level to the extent he was deserving of a review. In both buying the boots I came to get, answering a litany of very, very specific questions/needs, being absurdly patient and just having an overall like, good personality -- as a human in 2021 --was one of the best retail employees I've interacted with in a long time, anywhere.

Fix your...

We have been long time LLBean customers and were delighted to see a store open up nearby. My husband is a stay at home dad who loves his LLBean slippers (currently wearing mocs from 3 years ago as I type this). The pair of scuffs I bought him last Christmas bust a few months ago. I know LLBean (used to) stand by the quality of their product so I brought them into the store. The store manager was incredibly rude to me and immediately defensive. I’m disappointed by this treatment and lack of customer service. We pay a price for quality, and if you take that away then why bother? It is sad as someone who grew up loving this brand, but the quality and service just isn’t the same. And apparently the local store has poor customer service. Overall, really...