I usually buy the kids’ winter coats at LL Bean because of the great quality and because I know that they really stand behind their products. When Aliya was at Next Generation, her teacher told me that the zipper on her (LL Bean) winter coat kept splitting apart. I had every intention of exchanging the coat and even called LL Bean one time to start the process. Unfortunately I called at the end of the season and they didn’t have any suitable replacements in stock.
When Adlani reached size 4T, he wore the coat too. The zipper split apart every so often but I still never got around to taking care of it (story of my life). This year, nobody wears a size 4T, so the jacket has been sitting on the piano waiting for me to do something about it. Last week I started up a live chat with LL Bean. They told me what color jackets they had in stock in that size, I picked one, and called to give them my credit card number. I received the new jacket, which was on sale for $45, and returned the old one which I had originally bought for $59. The old one was in somewhat rough shape, but amazingly I received a refund check from LL Bean yesterday for the original $59 purchase price!
Is that amazing customer service or what?? When I was at the LL Bean outlet in December, a customer brought in a bag to return. It had no tags and she didn’t have the receipt. The cashier asked her how much she had paid for the bag, and immediately refunded her $40. Companies with great products and service like this will be the ones to survive in this economy.
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