As usual, a handful of individuals — who will remain unnamed — spoiled things for everyone. The offense? Misusing L.L. Bean’s once-famous return policy.
The Maine-based outdoor outfitter long maintained a legendary guarantee. Its 100% satisfaction promise meant that if an item failed you at any point for any reason, you could bring it back. You didn’t even need a receipt. All you had to do was explain why the product no longer met your 100% satisfaction standard.
On Friday, Feb. 9, the company revealed on its Facebook page that the liberal guarantee is being retired.
In the announcement, Executive Chairman Shawn Gorman wrote: “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 yard sales.”
How Has the L.L. Bean Guarantee Been Altered?
Under the revised policy, customers have one year to return purchases with proof of purchase. Items judged to be defective after one year will be reviewed individually. L.L. Bean had hinted at modifying its return approach last year as part of cost-saving measures.
Veteran style blogger Alison Gary shared a personal L.L. Bean return anecdote on Twitter.
I bought a barn jacket at their Freeport outlet. 15 yrs later chatting at the Tyson’s store about the jacket I hardly wore, they told me to return it. The receipt and tag was in the pocket. Returned by mail, got a check for the total amount!— Alison Gary (@wardrobe_oxygen) February 12, 2018
Gary said she received about $100 back — the exact amount she originally paid more than ten years earlier.
The updated rules bring L.L. Bean more in line with other big outdoor brands. While Patagonia doesn’t impose a strict time window for returns, it asks customers to return items for sizing issues promptly with tags still attached. If a product malfunctions, Patagonia will offer repair, replacement or refund. One difference: Patagonia may charge what it considers a reasonable fee to fix wear-and-tear damage.
At REI, shoppers have a year to return goods, and anything with a manufacturing defect can be returned at any time. That policy “doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.” REI tightened its return rules in 2013, pointing to abuses of its earlier leniency.
We contacted L.L. Bean to ask about early customer reactions to the revision and will update this article if we receive a reply.
L.L. Bean and similar outdoor brands still provide robust return practices. They stay attentive to product flaws and are prepared to repair items to prolong the life of beloved gear.
A no-questions-asked return stance keeps buyers content when you promote your products as built to endure. But customers can be notorious for putting items through extreme use.
That doesn’t imply people are purposefully running L.L. Bean boots over with their cars and then demanding replacements. More commonly, they trust the gear season after season, depend on it in harsh conditions, and feel let down when something finally breaks.
Of course, we want durable goods. But many shoppers haven’t quite grasped that “built to last” rarely equates to lasting forever.
For more on how retailers are adjusting their rules, see discussions about changing amazon return policy and examples of best return policies.
Jordan Hayes is a senior writer at Savinly.
