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PSA: LL Bean changes return policy to one year

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Just got this email - shame it came o this. I can totally understand the need to do it though.

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,
Created 02-09-2018 at 07:19 AM by Fadz
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This comment has been rated as unhelpful by Slickdeals users
Joined Sep 2004
L3: Novice
105 Posts
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#2
I don't know if it was technically abuse if the policy was a "lifetime guarantee". I think they just wised up to the fact it was a bad policy in general, from a business perspective. One year is more than enough time.

Quote :
The company is also imposing a $50 minimum for free shipping.
https://www.cnbc.com/2018/02/09/l...olicy.html
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Joined Dec 2007
Overlord
857 Posts
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#3
Still, it is sad.
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