L.L.Bean Drops Lifetime Return Policy
We've got bad news for L.L. Bean fans: the beloved brand has canceled its century-old lifetime return policy. As of today, customers will have one year to return an item along with a proof of purchase. The now-defunct lifetime return policy had been in place for 106 years.
The brand shared the news in a Facebook post on Friday morning to the dismay of Bean Boot and tote bag worshippers everywhere. In the message, L.L. Bean said the policy update was caused by customers who have "been interpreting our guarantee well beyond its original intent."
"Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years," the statement reads. "Others seek refunds for products that have been purchased through third parties, such as at yard sales."
Roughly 15 percent of recent L.L. Bean product returns abused the lifetime guarantee policy, L.L. Bean President and CEO Stephen Smith said in an interview with the Portland Press Herald.“The satisfaction guarantee and the intent of the guarantee is very much still intact," Smith added. "We make great stuff and we stand behind great stuff. But we have had a huge growth in abuse, and fraud, and a misinterpretation of that guarantee.”
Read the company's full statement here:
A Letter to Our Customers,Since 1912, our mission has been to sell high-quality products that inspire and enable...
Posted by L.L.Bean on Friday, February 9, 2018
L.L. Bean fans promptly lost it on Twitter after hearing the news. Some customers understood the change after hearing that people were taking advantage of the lifetime policy:
People have been taking advantage of the 100% guarantee and this change was sadly necessary. A hard decision but I agree with the change! @LLBean Thank you for your excellent customer service and exceptional quality throughout the years! #llbean
- Kathryn (@katporterr) February 9, 2018
A pity, but what else could #llbean do? It's small in the great scheme of things, but when trust is abused, and goodwill taken advantage of, that breaks a link in the chain of civility and fair play, and we are all the poorer for it. https://t.co/PybcG7HSDo
- patt morrison (@pattmlatimes) February 9, 2018
@LLBean as a loyal and sincere customer I totally agree with your new return policy. I’ve heard of crazy reasons people return/exchange items. Keep up the great job providing such amazing products and service! #llbean
- Rosa Diana (@rmdiana4) February 9, 2018
Others didn't take to the news kindly:
@LLBeanService I am saddened by your change in policy regarding returns. Your ability to stand behind your products is why I've always supported you. Why not just make lifetime receipts mandatory. You let the few ruin the many loyal shopper's. #llbean
- MJR Reviews (@MjrReviews) February 9, 2018
Your return policy was the only reason I shopped at #LLBean! I shared your amazing service with with friends, colleagues, and more. Now, I'll be sure to suggest they avoid like the plague!
You're already 2x the $$ of most places.#goodbyebean #LLBye- Austin Walters (@AustinGWalters) February 9, 2018