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I would bet that if you were to ask most people from away, what they think of when you mention Maine, L.L.Bean would be right up there with lobsters, mountains and lighthouses. I am not a big customer of L.L.Bean but about once a year or so we find ourselves in Freeport where the flagship store is located.

L.L.Bean is known for hunting boots, clothing and outdoor equipment. The company is also famous for its liberal return policy where it guarantees 100% customer satisfaction. Until recently, I never paid much attention to it nor did I ever have a need to test it.

About three years ago I purchased a pair of Gore-Tex hiking shoes which proved to be comfortable and durable. However, over the past month or so, the Vibram sole began tearing away from the shoe. A few days ago we visited Freeport and I brought my hiking shoes. It was my intention to buy a new pair outright but showed my old shoes to the clerk and he said that I needed to bring them to Customer Service. The line was long but the wait was short and to my amazement the clerk behind the counter looked at the shoes, never asked any questions and arranged for a clean swap! The store did not have my size in stock so they delivered, without cost, the shoes to Lovell.

In this world where most establishments have abandoned any pretense of customer service, I must say that I was quite impressed leaving the store. One of the many reasons why L.L.Bean continues to grow!

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  1. Bob Patterson on

    Stan- I have had the same experience on the few occasions I needed to make a return. When visiting the store, it amazes me how consistently friendly and helpful the staff is, and that is another plus for L. L. Bean.
    • Jim Rowe on

      Went there as a kid over 60 years ago. Amazing company!