In a letter sent from Bean Brass to the general population: LL Bean will only accept returns up to one year after purchase, accompanied by a receipt. This is a change from their lifetime guarantee policy that has been with them for over a hundred years. In the grand scheme of things, this is pretty major.
The change has been met with skepticism as well as with understanding. When I hear the words ‘lifetime guarantee’, I hear an insurance policy that protects me as the consumer should something go wrong with the product. Unfortunately, roughly 15% of the returns LL Bean were processing are what they considered ‘abuse’. Basically, folks were finding a 20-year old pair of Bean Boots at a yard sale, and demanding that LL Bean replace them.
I’m all for LL Bean updating their guarantee. Given that the above is absolutely abusive behavior, and shouldn’t be allowed. I have made numerous purchases from LL Bean, and actually had to return some items because of bad fit/etc, and they have been nothing but accommodating. I’m still an LL Bean customer, and considering the lengths they go to satisfy their customers, I don’t plan on going anywhere.
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