Tuesday, 21 August, 2018

LL Bean Ditches 106-Year-Old Unlimited Return Policy

LL Bean LL BeanMore
Elsie Buchanan | 10 February, 2018, 05:26

But, perhaps more than anything else, the fondness that Mainers have felt toward L. L. Bean has owed to the company's famous no-questions-asked return policy, whereby any product was essentially guaranteed for life and no reasonable return would be refused.

Customers who purchased items before today can still return items after a year, so long as they can provide a proof or purchase for the item.

In a letter from Executive Chairman Shawn O. Gorman posted to Facebook, he cited a problem with some customers who have exploited the policy as the reason for the shift in their "100% satisfaction guarantee".

The news drew a mixed reaction on social media, with some excoriating the retailer and others saying the change is justified. "Let's go to L.L. Bean", Dave said, and it seemed like a good idea at the time.

Naturally, some people were up in arms about the change, taking hits at the company's product quality.

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"It was bound to happen", the Montana resident said of the end of unlimited returns. "I understand why're they're doing it". "We anticipate only a small number of our customers will be impacted by this change as approximately 15% of recent product returns abused our guarantee, which is double what it was just a few years ago".

"Our guarantee is not a liability, but rather a customer service asset - an unacknowledged agreement between us and the customer, that always puts the customer first and relies on the goodwill of our customers to honor the original intent of the guarantee", spokesperson Mac McKeever told Business Insider. Some customers replace the same items year after year to get the latest outdoor gear. That's more money than all of the revenue from one of L.L. Bean's top-selling items, Bean Boots, over the same period of time, according to the Boston Globe.

"A year is MORE than fair - most stores offer 30 days", wrote Camie Maslowski.

Behind her, in the next room, an unpleasant odor wafted from a bin containing returned items, including well-worn boots, ripped bedding, dog cushions and other items. Instead, the policy now extends for one year only. "If you're dissatisfied for any reason, you can return the beauty product (opened or unopened) along with your receipt or invoice to any CVS/pharmacy store".

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