LL Bean is the latest retailer to end their lifetime return policy due to abuse. In recent years stores like Banana Republic, Brooks Brothers, Costco, Macy’s, Sam’s Club, REI, and others have reined in their lifetime return policies.
5 years ago, LL Bean told NPR that their return policy was the best form of advertising. I guess the cost of advertising got too expensive?
It appears that items purchased under their old policy won’t be grandfathered in.
Yesterday their website’s return policy said,
“We make pieces that last, and if they don’t, we want to know about it. L.L. himself always said that he “didn’t consider a sale complete until goods are worn out and the customer still satisfied.” Our guarantee is a handshake – a promise that we’ll be fair to each other. So if something’s not working or fitting or standing up to its task or lasting as long as you think it should, we’ll take it back.
Today that has become,
“If you are not 100% satisfied with one of our products, you may return it within one year of purchase for a refund. After one year, we will consider any items for return that are defective due to materials or craftsmanship.
We require proof of purchase to honor a refund or exchange. If you provide us your information when you check out, we will typically have a record of your purchase. Otherwise, we require a physical receipt.”
I think requiring a receipt makes perfect sense and will stop return fraud from people buying items at garage sales and thrift stores only to return them. But it’s disappointing to see the new policy apply to items purchased in the past, even if you have a receipt. Hopefully if people bought items legitimately in the past, LL Bean will continue to honor returns if they are defective.
Will you shop at other stores due to this policy change?
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21 Comments On "LL Bean Kills Lifetime Return Policy"
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Lose if you abuse…
When did Costco change their policy??
What nerve to expect people to be honest!!
I mean really now……
Bravo Bravo
i’m sure many @dansdeals readers will use “HUCA” to stay that they purchased the items under the presumption that they had lifetime return eligibility… it just doesnt sit well with me that people have stooped so low… i get it when it comes to mistake fares and unannounced changes to award ticket’s fuel surcharges and the likes but certain things are just morally wrong… dont buy something, use and abuse it for years on end and then go return for full replacement value…
My husband just called and was told that if the item was purchased in the past , it will be grandfathered in to the old policy . He didn’t get it in writing though
Even under the old policy they didn’t really like replacing for wear and tear. I had a hard time getting jew laces for boots but eventually they sent me under a ‘one time courtesy’
Makes for a sad day in Lakewood. One less retailer to exploit.
Good job, insulting an entire community in one sentence.
Very impressive!
Who needs Linda Sarsour when we have you.
Truth hurts doesn’t it
It’s a tough life being a racist raccoon, isn’t it?
Truth does, not antisemetic gibberish from scum like you.
Jack, then please count me in with Jennifer and osbourne. The devious retail ways are all I know of Lakewood. Thank you
Haters are always great at closing their eyes to good and only know how to use a microscope to find the bad.
I wouldn’t brag about joining Jennifer and Osborne, if you are looking for more haters i can suggest a few.
Hurtful comments hurt, truthful or not, “Jennifer”.
im sure they know the zipcode of dandruff!
and boro park and flatbush
https://nypost.com/2018/02/09/l-l-bean-ditches-its-legendary-unlimited-return-policy/
A Letter to Our Customers
Since 1912, our mission has been to sell high-quality products that inspire and enable people to enjoy the outdoors. 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.
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.
Based on these experiences, we have updated our policy. Customers will have one year after purchasing an item to return it, accompanied by proof of purchase. After one year, we will work with our customers to reach a fair solution if a product is defective in any way.
This update adds clarity to our policy and will only affect a small percentage of returns. It will also ensure we can continue to honor one of the best guarantees in retail, with no impact for the vast majority of our customers. To learn more, please view our full return policy at llbean.com.
L.L.Bean has stood for quality, service, trust, and getting people outdoors ever since my great-grandfather founded our company over 100 years ago – and that will never change. Thank you for being a loyal customer and we look forward to continuing to inspire and enable you to Be an Outsider.
Sincerely,
Shawn O. Gorman
Executive Chairman
I’m pretty sure that legally they can’t unilaterally change the the terms of the sale afterwards. They have no choice but to honor it for items purchased before the policy change. Although perhaps they could still require proof that it was bought before the change.
Lets just hope this new trend doesn’t extend to Lands end