LL BEAN changing their return policy

sunshine45 · ‎03-09-2010

not a surprise really......even nordstrom has changed theirs. people are taking way too much advantage on their previously liberal return policies.

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

********************************************
"The world is a dangerous place, not because of those who do evil, but because of those who look on and do nothing." - Albert Einstein

GSPgirl · ‎01-03-2012

wrote:
not a surprise really......even nordstrom has changed theirs. people are taking way too much advantage on their previously liberal return policies.

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

Well, I think that’s fair except their merchandise isn’t as nice as it used to be. I don’t even shop with them anymore. Lands End isn’t the same either.

2blonde · ‎03-10-2010

I applaud them. The customers in question only make it more expensive for the rest of us honest shoppers, since retailers generally make up any losses through higher pricing or a drop in merchandise quality.

Laura loves cats!

Trinity11 · ‎11-16-2014

I applaud them.

Also take note that without an LLBean credit card, a minimum purchase of $50.00 is necessary to get free shipping. It used to always be free no matter what the dollar amount.

peachesncream · ‎03-13-2010

The new policy seems reasonable. I don't have a problem with it.

Despite having an LL Bean credit card, and therefore getting free shipping, I seldom shop there anymore. The quality of their clothing has declined, especially the tee shirts that I used to love.

With unpredictable quality, and no bricks and mortar stores nearby where I can try on the clothes and make easy returns, it isn't as attractive an option for shopping.

Blingqueen023 · ‎03-09-2010

Llbean is fabulous. Quality is excellent. Never needed to return a thing. Customer service is great. Thank goodness I take with a grain of salt on this board on clothing opinions or I'd be walking around naked.

kitcat51 · ‎09-15-2016

They use to show a pair of worn out boots in their ads stating a lifetime guarantee, return at anytime, for any reason. I buy 1 type of pant, never returned anything & agree that quality has gone way downhill. The pant I buy use to wear like iron but not anymore. The quality is the real reason for the return change.

Puppy Lips · ‎05-09-2010

I got that email today too. I don't blame them. I would be mad if I were in the returns dept. and people were returning well worn items from years ago. I think their new policy is more than fair. I did not know about them now charging shipping for under $50. That is kind of a bummer.

Always remember that you are absolutely unique. Just like everyone else. Margaret Mead

LexPex · ‎03-29-2010

IMO, it is still a very generous return policy. I have returned to Nordies but never past 3 months and usally I return right away. The Customer Service at Nordstoms is wonderful.