Warranty service on LL Bean backpack?

[sherry7]

I know that LL Bean backpacks have a lifetime warranty. DD's backpack has the reflective strip, and it's starting to flake off. This particular backpack is discontinued, but we love the style. They no longer make anything similar to it at a comparable price.

My question is...do they actually try to repair the item, or just automatically replace it? (If it matters, it's monogrammed with her initials.)

 

[pklein09]

I think they replace them, but I would call and ask. They worst they can tell you is they don't repair them.

 

[QueenIsabella]

They will replace it for you. You might have to buy a new one, then send back the old one and get a refund. When I've done this, they've given me the full original purchase price.

 

[Iamthequeen]

It might be considered "normal wear and tear" though and they won't replace it. At least that was my experience.

 

[elaine amj]

No experience with LL Bean, but with Lands End, I returned the bag and got my original purchase price back. With Jansport, I paid to mail it to them. Got a call saying they couldn't repair it and offered me a similar replacement (slightly different model) and asked me to choose colors.

I am happy I paid extra for bags with lifetime warranties.

 

[mrsabbott]

It might be considered "normal wear and tear" though and they won't replace it. At least that was my experience.

I think that I would argue that with them, if that were the case.. Especially if the safety reflection tape were coming off.. that is a safety issue for kids when it is dark!
I haven't yet had to send any of my kids' LL Bean backpacks in to be replaced. This is year 3 of using them. They have some stains that don't wash off all the way, but otherwise are in good shape. However, I have friends who did return theirs for things like broken straps or zippers. They just replaced the backpack, no questions asked. I want to say that one friend had to choose a different color though, because they no longer had her original color.

 

[QueenIsabella]

It might be considered "normal wear and tear" though and they won't replace it. At least that was my experience.

This has never, ever been my experience with LL Bean. A few years back, my DH had a pair of Bean boots that were ~20 years old. They used to re-sole them, so he called to inquire. The uppers were fine, they just needed re-soling. Well, the company no longer does that, so they gave DH a credit towards a new pair of boots. For 20-year-old boots! And Dh didn't even ask for that--he felt he'd gotten his money's worth out of the original boots. But, that's how LL Bean is. I called about my DD's backpack a few months ago--the top handle had broken. It was less than 2 years old. They offered me full credit towards a new one.

 

[amcnj]

There was a news story a couple days back that said the company was reviewing it's return policy, due to fraudulent returns. No changes had been made yet though.

 

[Pooh2]

Going back a few years ago, LLbean gave us the choice of repairing a backpack or replacing it. We went with repair at that time.

 

[sherry7]

Thanks for the replies everyone. I did an online chat with LL Bean. They don't repair backpacks. They typically replace it with the same item. In our case, the backpack has been discontinued. So, they'll credit the price I paid toward a new one. I got the current one during a sale, so I'm hoping they do another sale soon so I don't have to pay much of a difference to replace it.