Sad Face: LL Bean Just Tightened Its Super Generous Return Policy
10 February, 2018, 09:49 | Author: Kathy Ellis
But as of today, that policy is no longer. Customers will have one year after purchasing an item to return it, accompanied by proof of purchase.
"Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years", the statement reads. L.L. Bean said in some cases, people are trying to get a refund for something they bought second-hand at a yard sales. If the product is actually defective and the customer tries to return it after a year, the company said it will work out a "fair solution". "The financial impact is remarkable", the spokesperson says.
For more than a century, L.L. Bean has offered lifetime returns on its products.
"After seeing a customer trying to return boots that no longer fit her growing daughter and another customer "returning" a bag of clothes from goodwill within 10 minutes of each other at Christmas, I say 'great move Beans!' Loyal customers know your stuff is built to last and worth the money, we will keep coming to Beans", wrote Jeanette Burton.
"If you are not 100% satisfied with one of our products, you may return it within one year of purchase for a refund".
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"I completely understand this decision, but it still makes me a little sad", comments Cathy. "A product with a manufacturing defect in its materials or workmanship can still be returned at any time".
Others were not so understanding of the change.
"Most of the people who used the policy abused it", Ms. Pikowski said. It was outrageously generous, and basically unparalleled among retailers-and now it's gone. While I felt a twinge of guilt entering the reason code "01 Quality Unsatisfactory" (after all they had lasted longer than any other shoes I've bought) their return policy clearly allowed it, and I meant to partake for the first time ever.
Gorman said the policy changes will affect only a small percentage of returns. I kept those boots for years, and when the soles on them finally wore down, I dutifully boxed them up, filled out the return form and waited for the replacement pair to arrive a few weeks later. 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.
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