LL Bean nixes legendary lifetime return policy

LL Bean nixes legendary lifetime return policy

LL Bean nixes legendary lifetime return policy

"Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent", wrote Shawn O. Gorman, the executive chairman of L.L.Bean, in an email today.

Gorman said in the letter that "others seek refunds for products that have been purchased through third parties, such as yard sales".

Customers reacted with both support and surprise.

"I don't feel that [our guarantee policy] is a drawback, nor that customers are abusing it".

"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.

In his letter, Gorman said, "We will work with our customers to reach a fair solution if a product is defective in any way".

L.L. Bean today announced it will no longer offer lifetime returns or exchanges on products.

"We make good money, but we're not rich and have to make very financially responsible decisions about where we spend our money", she said. "I understand why're they're doing it". The brand updated its policy to give customers one year to return purchases, with a receipt.

But companies often found that accepting returns came at a high cost. "But we have had a huge growth in abuse, and fraud, and a misinterpretation of that guarantee".

L.L. Bean said Friday that it is ending a lifetime return policy on its outdoor gear that has been in place for over 100 years.

ME native Justin Franz recalled that virtually all kids returned to school each fall with a brand-new backpack from L.L. Bean when he was a kid. They ended up walking away with a $350 gift card. It's testing two hot technologies-blockchain and the internet of things-in a new line of footwear and outerwear with sensors to glean more insight into how people use its products.

L.L. Bean's new store in Colonie, N.Y.

The policy allowed customers to return products years, or even decades after they purchased them, according to NPR.

L.L. Bean customers no longer get to return their Bean Boots whenever they want. In 2013, REI went from a lifetime, no-questions-asked return policy to a one-year return policy. Plus, it was a policy that said "we trust our customers to act honestly, and forgive those who don't", which assumed the best and not the worst of us humans.

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