L.L. Bean has been considering changing the policy since at least February of a year ago, and is now making the change because some of us don't deserve the company's longstanding good faith. While I felt a twinge of guilt entering the reason code "01 Quality Unsatisfactory" (after all they had lasted longer than any other shoes I've bought) their return policy clearly allowed it, and I meant to partake for the first time ever.
"Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent", said Gorman.
Not once til then had I taken advantage of L.L. Bean's awesome, lifetime return policy - even though I had purchased many items from them over the years, including a backpack, a compass and many turtlenecks. Instead, they'll now have a year to bring back an item for return and need to provide proof of purchase. After a year, L.L.Bean will still take returns for items that are defective because of the materials or craftsmanship. Read on for the entire text.
A Letter to Our Customers, Since 1912, our mission has been to sell high-quality products that inspire and enable...
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Gorman said in the letter that "others seek refunds for products that have been purchased through third parties, such as yard sales". We've reached out to the company to ask specifically about how they saw social media at work, and will update this when they let us know. Proof of purchase is also required. "It's not reasonable. And it's not fair to our customers".
LL Bean is tweaking what may have been the most generous return policy in the world.
The family-owned company is prepared for a backlash, but the changes honor the spirit of the founder's original guarantee, said Shawn Gorman, L.L.'s great-grandson and the company's chairman. To learn more, please view our full return policy at llbean.com.
Spokesperson Carolyn Beem told the AP that the company has lost $250 million on returned items classified as "destroy quality", which end up in the landfill, while first-quality products find their way back to store shelves and "seconds" are rerouted to outlets or donated to charity. "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".
Managing Editor Sean McCoy is a life-long outdoorsman who grew up hunting and fishing central Wisconsin forests and lakes.