My wife and I had an issue with wanting to get a product from LL Bean and it not being available on their website. We ended up contacting one of the "higher ups" in the company and got a great response. She arranged for us to get the product we wanted and handled the transaction personally. Everything went very smoothly from there on. Though initially we were feeling pretty frustrated with the experience, this made a very positive impression for us, and now we would gladly shop there again and again.