![]() It was a pair of boots bought in the 90’s that fit poorly even after about two months of break-in wear. I’ll add this disclaimer as well I have been a Bean customer since the early 80’s and I have only once returned an item after use. The 100% lifetime guarantee, as it was intended by the founder, just doesn’t work in an economy the size of ours. Anyone in business knows this cost of goods sold variable can be deadly and is impossible to forecast. Point of this is, LL Bean shouldn’t be indicted for mistreatment of customers, or for abandoning their heritage for quality goods, for changing a policy that puts them in position to lose margin across their product line. In fact, I was ready to pay for the insoles, but was denied. ![]() I asked what the outcome would have been had I not bought direct from them she said she would not have been able to send out the insoles. The customer service rep looked up the receipt, from August 2005, and gladly shipped me a pair of insoles. I couldn’t remember if I’d bought them direct from LL Bean, or found them on eBay. Not long ago I called LL Bean to request a replacement set of insoles for a pair of old Bluchers. If I’m wrong please cite the rule change I am misinterpreting.Īnd to be clear, all records for LL Bean purchases made online or in stores are maintained in their database, eliminating the need for a paper receipt. ![]() Return are generously accepted for one year after purchase. What is changing is the no-questions-asked-for-a-lifetime return or exchange regardless of use. LL Bean is not changing their return policy for items that don’t fit well, are an unfavorable color, or just not liked after delivery. I’m still an LL Bean customer, and considering the lengths they go to satisfy their customers, I don’t plan on going anywhere. 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. Given that the above is absolutely abusive behavior, and shouldn’t be allowed. I’m all for LL Bean updating their guarantee. Basically, folks were finding a 20-year old pair of Bean Boots at a yard sale, and demanding that LL Bean replace them. Unfortunately, roughly 15% of the returns LL Bean were processing are what they considered ‘abuse’. 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. The change has been met with skepticism as well as with understanding. In the grand scheme of things, this is pretty major. This is a change from their lifetime guarantee policy that has been with them for over a hundred years. 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. By now you’ve all seen the news of LL Bean updating their ‘lifetime’ guarantee on their products.
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