LL Bean Scraps Legendary Lifetime Return Policy

LL Bean SHoes

And social media is at least in part to blame. "Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years".

"Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent", L.L. Bean Chairman Shawn Gorman said in a letter to customers on Friday. Return anything purchased from us at any time if it proves otherwise.

L.L. Bean has always been known for its promise to replace a defective product over the course of the item's life, but leaders in the company say a select few are taking advantage of that promise. Notably, the option for "repair" means that not all returns at Patagonia stores end in the customer walking out with a brand new product, sometimes just their refurbished old one.

Inevitably, this led to abuses, as has been widely reported.

Now, customers who wish to return an item for a refund have one year to do so, according to the company's updated policy.

As shoppers began to drift toward e-commerce, many retailers tried to retain them by offering extended return policies with extremely forgiving terms. It represented a vestige of quality, goodness, and integrity that American manufacturing is supposed to be known for - and it lived on at this one company, in a world dominated by industrial chintziness.

But then Facebook and Twitter had to come along and ruin it.

ME native Justin Franz recalled that virtually all kids returned to school each fall with a brand-new backpack from L.L. Bean when he was a kid. Apparently, the offending returns recently cost the company more than the total annual revenue it receives from its flagship product, Bean boots.

"Based on these experiences, we have updated our policy".

"Roughly 15 percent of recent L.L. Bean product returns abused the lifetime guarantee policy, L.L. Bean President and CEO Stephen Smith said in an interview with the Portland Press Herald".

"The satisfaction guarantee and the intent of the guarantee is very much still intact". Our commitment to customer service has earned us your trust and respect, as has our guarantee, which ensures that we stand behind everything we sell. Of those returns, an estimated 6.5 percent, or $22.8 billion worth of merchandise, were thought to include shoplifted goods, items bought with stolen money, products backed by counterfeit receipts, and other forms of fraud or abuse.

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