LL Bean ending it's legendary return policy

[lynxstch]

Citing fraud, LL Bean imposes limits on its return policy
FREEPORT, Maine (AP) — L.L. Bean's generous return policy is going to be a little less forgiving: The company, which has touted its 100 percent satisfaction guarantee for more than a century, is imposing a one-year limit on most returns to reduce growing abuse and fraud.

The outdoor specialty retailer said returns of items that have been destroyed or rendered useless, including some purchased at thrift stores or retrieved from trash bins, have doubled in the past five years, surpassing the annual revenue from the company's famous boot.

"The numbers are staggering," CEO Steve Smith told The Associated Press. "It's not sustainable from a business perspective. It's not reasonable. And it's not fair to our customers."

L.L. Bean announced Friday that it will now accept returns for any reason only for one year with proof of purchase. It will continue to replace products for manufacturing defects beyond that.

The company is also imposing a $50 minimum for free shipping as part of a belt-tightening that includes a workforce reduction through early retirement incentives and changes in workers' pension plans.

The Freeport-based company joins a list of other retailers that have been tightened return policies. Outdoors retailer REI, which was once jokingly dubbed Rental Equipment Inc. and Return Everything Inc. because its unlimited returns policy, imposed a one-year restriction five years ago. Other retailers have been narrowing the window for returns or imposing new conditions.

L.L. Bean's announcement in a memo to employees and in a letter to customers represents a seismic policy shift for a 106-year-old company that used its satisfaction guarantee as a way to differentiate itself from competitors.

 

[Hikergirl]

I got this email earlier, can't say I'm surprised. Too many people take advantage that it was bound to happen.

 

[dish rag]

The cheats ruin it for the rest of us. Can't blame them.

 

[NHdisneylover]

I fully understand why they have to do this, but it makes me sad--it's the end of an era

 

[soccerdad72]

Fortunately, Costco will take the return.

 

[NYCgrrl]

Either some people are desperately poor or inherently scammers.
Any way you look at it that's a hard policy to follow through on in this "I use it and throw it away" society.
Kind of on topic the zipper head to one of my Eddie Bauer jackets just fell off the other day. In talking with DGD about workmanship of clothing I mentioned that the jacket was over 20 years old. She was astounded and stated it didn't look like it was (translation for her generation- Methuselah could have worn it, LOL)

 

[ncc1701]

Don't blame them a bit. There is a Bean store about 30 minutes away from us where we shop. I have stood behind people explaining why they were returning stuff that set off my radar ( spent 20 yrs in retail). I think the new policy is still very generous .

 

[tvguy]

I have a lot of LL Bean items that are so old I could not in good conscience return when they failed or worn out.
But with some products, a lifetime warranty is necessary to stay in business. Look at rebuilt auto parts (water pumps, a/c compressors, altenators, etc) I read some where that failure rate of even good brands can be as high as 30%. Every one offers a life time warranty so you almost have to offer such a warranty. And the cost of improving quality of the product is higher than just replacing it.

 

[Mermaid02]

I used to work for LLBean... it was never a "Lifetime Guarantee" it was a "satisfaction guarantee" and people treated it like a lifetime guarantee- taking advantage of LLBean wanting to give exceptional customer service. Honestly, can you expect a pair of boots to last you a lifetime? My left hip didn't last me a lifetime

 

[jrmasm]

Hardly shocking. People are terrible.

I remember someone on budget board wanting to return something they bought at a second hand store to the original manufacturer because it had a lifetime guarantee.

 

[Cannot_Wait_4Disney]

Hardly shocking. People are terrible.

I remember someone on budget board wanting to return something they bought at a second hand store to the original manufacturer because it had a lifetime guarantee.

Dadgummit if I could only get rid of my conscience, a whole new world of possibilities would open up.

 

[anniemae]

I don't purchase a lot of LL Bean stuff, but I was always surprised by their policy. I worked with a guy who was going to return some boots he bought and wore out. He wore them for years. Then, when they wore out, he took them back and exchanged them for new ones. I asked him if that was really how the store worked and he said yes, it's their policy. He said anything you buy, you use it until it's worn out, then take it back and exchange it for a new one. Never made sense to me.

 

[Action City]

I don't purchase a lot of LL Bean stuff, but I was always surprised by their policy. I worked with a guy who was going to return some boots he bought and wore out. He wore them for years. Then, when they wore out, he took them back and exchanged them for new ones. I asked him if that was really how the store worked and he said yes, it's their policy. He said anything you buy, you use it until it's worn out, then take it back and exchange it for a new one. Never made sense to me.

He's exactly why they are changing the policy.

 

[Disney Doll]

I have a coat I bought there probably 20-25 years ago. It’s still in great condition except for some wear on the edge of the sleeve, which one would expect after 20 years.

I can’t tell you how many people told me to return it and get a new one when they heard it was LLBean.

I could not, in good conscience, do that. So I wear my LLBean coat when it is VERY cold (because it is a very heavy warm winter coat) with its slightly frayed sleeve edges. If I could see, I could probably figure out a way to see a little edging at the end of the sleeve to cover up the fraying, but as far as sewing, buttons are my limit.

 

[runwad]

My son is a jr in high school and I bought him a clearance LL Bean backpack when he was in 5th grade. Best 12 bucks I ever spent. He is still using it today 7 years later and it still looks new! And he's hard on stuff. I love LL Bean stuff always got great quality! Them changing the return policy won't faze me in the least.

 

[georgina]

Can't blame them. REI used to have a similar lifetime policy and changed theirs to 1 year a few years ago. They still will let you try out stuff - hiking boots, tents, backpacks, etc and bring them back if they don't work for you in real outdoor situations. They always remind us that we can try it but only have a year to return when we buy anything.

 

[Cannot_Wait_4Disney]

I don't purchase a lot of LL Bean stuff, but I was always surprised by their policy. I worked with a guy who was going to return some boots he bought and wore out. He wore them for years. Then, when they wore out, he took them back and exchanged them for new ones. I asked him if that was really how the store worked and he said yes, it's their policy. He said anything you buy, you use it until it's worn out, then take it back and exchange it for a new one. Never made sense to me.

Their policy was never a lifetime replacement plan. And they're changing it precisely because of the guy you worked with among others abused it as such.

From LLBean. "Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years. Others seek refunds for products that have been purchased through third parties, such as at yard sales."'

 

[anniemae]

Their policy was never a lifetime replacement plan. And they're changing it precisely because of the guy you worked with among others abused it as such.

From LLBean. "Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years. Others seek refunds for products that have been purchased through third parties, such as at yard sales."'

I just can't believe the company honored people like him who showed up with boots that were worn to threads and actually took them back and let him walk out with brand new ones. I am glad they are cracking down on this policy.

 

[Shanti]

The outdoor specialty retailer said returns of items that have been destroyed or rendered useless, including some purchased at thrift stores or retrieved from trash bins, have doubled in the past five years...

This is why we can't have nice things.

 

[brooke789]

Literally this morning, we discovered our 2 year old LL Bean waterdog mat is separating between the plastic bottom and carpet type top. I told DH immediately it'd probably be $20 (or more) to ship it if we were trying to return to LL Bean. Looks like I'm just calling to get their advice on fixing this. Honestly, it stinks when you buy something expecting the "lifetime" guarantee and then they change it.

ETA: For us on these rugs in particular. we spend hundreds of dollars each on door mats (indoor and outdoor) to outfit two doors and expected the guaranteed quality.