Jerks force LL Bean to ditch world's best return policy

Jerks force LL Bean to ditch world's best return policy

L.L. Bean's announcement in a memo to employees and in a letter to customers represents a seismic policy shift for a 106-year-old company that used its satisfaction guarantee as a way to differentiate itself from competitors.

"Some view [our guarantee] as a lifetime product replacement program, expecting refunds for heavily worn products used over many years", wrote executive chairman Shawn Gorman, who is the great-grandson of founder Leon Leonwood Bean. "The financial impact is remarkable", the spokesperson says. After one year, the company said it will "work with customers to reach a fair solution if the product is defective in any way". Internal surveys indicate 85 percent of customers are OK with the new return policy, he said. "It's not sustainable from a business perspective".

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.

Under the previous policy, L.L. Bean customer service representatives were required to ask for a reason for a product's return. "We make great stuff and we stand behind great stuff", Smith said. Those will still be accepted for return regardless of when they were bought. "For other items, members and customers have a year to return or exchange items they are not satisfied with".

An hour after the letter was posted to Facebook, more than 700 people have commented on the change. The customer had purchased the coat hours earlier at a different store in the same city. REI had similar problems: During the Planet Money podcast, Tim Spangler, REI's senior vice president for stores, listed various nicknames that customers had bestowed upon REI-such as Rental Equipment Incorporated and Return Every Item-to poke fun at its lenient return policy.




This update adds clarity to our policy and will only affect a small percentage of returns. I kept those boots for years, and when the soles on them finally wore down, I dutifully boxed them up, filled out the return form and waited for the replacement pair to arrive a few weeks later.

"Looks like you just lost a lifetime customer".

"I don't feel that [our guarantee policy] is a drawback, nor that customers are abusing it. But the benefits outweigh that", says Simpson.

Previously, customers could bring back items bought at L.L. Bean's stores and online any time they felt it didn't live up to their expectations. "It's a bummer. It's such a rare and important thing to have that kind of guarantee".

Related news:

Hot News

isis-killer-beheading-video-story-top Tottenham set for Gunners at Wembley
Feb 10, 2018 - 06:41
Spurs are now 12 games unbeaten at Wembley, where they are based while the club's new stadium at White Hart Lane is completed. This was not entirely true of Tottenham even five years ago, with an exception made for the Tim Sherwood era.

isis-killer-beheading-video-story-top Amazon Now Delivers Whole Foods in One Hour
Feb 09, 2018 - 05:20
Kroger , for its part, expanded its delivery options by test-piloting a partnership with Uber in 2017 in Dallas and Richmond. It's unclear if Greeley's title will change or whether his appointment will affect Whole Foods CEO John Mackey's role.

isis-killer-beheading-video-story-top Obamacare Sign-Ups in Texas Dipped More Than the National Average Last Year
Feb 09, 2018 - 05:20
Department of Health and Human Services to operate their markets saw small decreases compared to 2017, the data show. The modest dip in sign-ups shows the importance of the Affordable Care Act to consumers, advocates argue.

isis-killer-beheading-video-story-top Shani Davis Latest News, Photos, and Videos
Feb 09, 2018 - 05:19
Erin Hamlin of the United States takes a curve during a World Cup luge event in Lake Placid, N.Y., on Saturday, Dec. 16, 2017. Davis believes that he was more than qualified to be the flag bearer, tweeting that the coin toss was done "dishonorably".

isis-killer-beheading-video-story-top Cavs Trade Wade To Miami, Overhaul Roster
Feb 09, 2018 - 05:17
Nightlife Brewing in Miami has brewed a Wade County IPA in honor of the guard's return to the Miami Heat . Miami's next game will take place on Friday night, when they host the Milwaukee Bucks .

isis-killer-beheading-video-story-top Digital Artist Imagines Joaquin Phoenix As The Joker
Feb 09, 2018 - 05:17
Jared Leto's Joker will appear in any DCEU films, including Suicide Squad 2 , should the character make an appearance in the film. This now untitled origin story is said to take place in the 1980s and follow The Joker's rise as a crime lord in Gotham.

isis-killer-beheading-video-story-top James Mattis applauds spending deal: 'America can afford survival'
Feb 08, 2018 - 13:16
The current resolution will expire at midnight Thursday, and the House and Senate are expected to resort to fifth resolution. Adam Smith of Washington echoed Mattis' comments, encouraging their colleagues to find a way to fund the Defense Department.

isis-killer-beheading-video-story-top Gay Olympic athlete turns down Pence meeting
Feb 08, 2018 - 13:15
The skater's agent, David Baden, confirmed in an email Thursday that Pence "asked to speak with Adam a few weeks ago". Skier Gus Kenworth said the vice president was a "strange choice" during an interview with Ellen DeGeneres last week.

isis-killer-beheading-video-story-top I have loved Liverpool since I was young: Salah
Feb 08, 2018 - 13:12
He added: "I have loved the club since I was young and knew this was a team I wanted to play for". I went to Fiorentina and went to Roma, and did very well.

isis-killer-beheading-video-story-top New Lions coach Matt Patricia: "We will be committed to winning"
Feb 08, 2018 - 13:09
Detroit's search was focused on Patricia right from the start because he worked with Quinn for a dozen years in New England. Patricia joined the Patriots as an offensive assistant in 2004, where he helped break down film for the offensive line.

isis-killer-beheading-video-story-top Carter Page Goes Down in Flames in Bizarre New Interview
Feb 08, 2018 - 13:09
The committee voted Monday to release the rebuttal, which is now awaiting White House approval. To the best of my knowledge, the president of the United States has never met Carter Page .

isis-killer-beheading-video-story-top No plans for Sask. sanctions against BC: Premier Moe
Feb 08, 2018 - 13:08
On Tuesday, Alberta premier Rachel Notley announced an immediate halt of wine imports from its western neighbour. Not Alberta, not BC and not Canada. "I don't blame Alberta for taking retaliatory measures".

isis-killer-beheading-video-story-top IL vs. Ohio State College Basketball Predictions 2/4/18
Feb 08, 2018 - 13:08
Ohio State is also 7-2 ATS in the last nine overall and 6-2 ATS in their last eight games following a straight-up win. Paula: I think Drew's assessment is completely accurate. "We thought we were going to win the game", Alstork said.

isis-killer-beheading-video-story-top What's New in PS4 Update 5.50, All the Changes
Feb 07, 2018 - 01:32
Sony added a pulldown menu under the Friends tab in the Quick menu that allows you to see which of your friends are online. Supersampling Mode on PS4 Pro: This feature will no doubt be the one to get PS4 users the most excited.

isis-killer-beheading-video-story-top Love drinking piping, hot tea? It may increase risk of oesophageal cancer
Feb 07, 2018 - 01:28
Adding, "Existing evidence remains inconclusive regarding whether hot tea drinking is associated with oesophageal cancer risk". This might come as a surprise since tea is considered a healthy drink due to the presence of antioxidants such as polyphenols.