L.L.Bean Killed Its Return Policy, and I'm Not Okay
L.L.Bean has been in business a long time — since 1911 — and in those 106 years, it's developed an excellent reputation. Sure, you might pay a little more for its products, but they're usually quality items. And if they weren't? Well, L.L.Bean had your back with its legendary return policy.
After some rumblings last year, we couldn't help but speculate about whether that policy would stay in place. Unfortunately, the verdict is in, and L.L.Bean is doing away with those generous returns.
No More Lifetime Product Guarantee
Until now, customers have been able to return products that were years or even decades old. It's always been a practice that L.L.Bean took pride in, even if some shoppers might have been a little too liberal with their interpretation of the guarantee.
Just last year, a writer for Business Insider tested the policy by trying to return four-year-old shoes. He was successful, despite the fact that he didn't even have to show proof of purchase. And that's why the policy is changing.
Why It's Changing Now
L.L.Bean sent letters to customers recently. In it, the outdoor gear company noted that "a small, but growing number of customers has been interpreting our guarantee well beyond its original intent." Translation? Some shoppers were trying to scam the company.
SEE ALSO: 5 Ways to Deal With Common Warranty Pitfalls
These scams included seeking refunds for heavily worn products that had been used for several years, which (in theory) had served their purpose and were just in need of being retired. Others went so far as to purchase items from garage sales, and then try to return them for a refund. Thanks to this kind of abuse, L.L.Bean didn't feel the guarantee could stay in place as-is.
What is the New Policy?
So, how has the policy changed? It now states that if customers aren't 100% satisfied with a product, they have one year after purchase to return it, and they must have a receipt in order to do so. Does that mean you're just out of luck if your purchase was more than a year ago? Not necessarily.
L.L.Bean has also said it will consider any items for return that are defective due to materials or craftsmanship. But if your boots are worn out because you went hiking every Saturday for 5 years? Maybe just suck it up and buy a new pair.
Readers, are you fans of L.L.Bean? How do you plan to cope with this drastic change? Let us know in the comments below.
1) The quality went downhill to the point where it was still solid, but not what it used to be. Even with the generous return policy, it became a hassle to return defective stuff.
2) Bean changed their affinity card to Barclay Bank - the absolute worst, most amateur-hour credit card bank, even the sadly, lowly Synchrony Bank used by Sams Club just barely beats Barclay Bank. Target's card arm sits in the basement with these other two as well. That these three retailers in this highly competitive market would tolerate such poor bank credit card service speaks volumes.
Ironically, now that LL Bean is changing to the at least somewhat more professionally operated Citi, it is probably too late for us to return to our old Bean buying habits. The remaining quality no longer justifies the premium pricing. Yet another Brand (like Disney) that has had its previous goodwill stripped by harvesting it cheaply.
Likely LL Bean figured out returning worn items for new ones to be sold on eBay etc was no longer just a cottage industry.
7pm just searched eBay "LL Bean New"
7,264 results
My buddy works at Corporate, and this has been a continuous story of driving production to China and the Philippines, while knowing they were going to ditch the Return Policy, but not lower prices.
You've all been scammed and you're trying to blame each other.
Sad.
All in all our family could care less because we don't shop at LL Bean, simply too overpriced and only one store not located that close to our home.
Name recognition on an item is not worth the extra money paid for the item.
Unfortunately those that cheated the system (if that is true) will now move on to their next scam making the rest of us honest consumers pay more and receive less!
The price of the premium was built into the return policy. I will tell LL Bean this.
I will NEVER purchase even a pair of socks from them ever again unless they adjust their prices down 20% across the board because they no longer have a superior return policy.
I would also ask them to give EVERYONE who has purchased ANYTHING from them in the last 48 months a 20% across the board refund on anything they purchased from them because they are now negating a major reason we shop with them.
It would have been far more reasonable to reduce the lifetime warranty to a 5 year replacement policy and then in a couple of years reduce it further to 2 to 3 years.
I know I'm not getting my money back. They aren't getting their customer back either.
Costco had to change their electronics return policy because people (who frequent sites like this, lol) were gaming their return policy and proudly bragging they were able to score new TVs every year because Costco would just take them back, no questions asked.
This is what you get when people essentially steal from companies.
Likely LL Bean figured out returning worn items for new ones to be sold on eBay etc was no longer just a cottage industry.