LL Bean is tweaking what may have been the most generous return policy in the world.
Calling out a “small, but growing number of customers” who abused the no-questions-asked policy, the outdoor gear and apparel company will limit returns to one year after purchase — and require a receipt, it said in a letter to customers.
“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.
Gorman said in the letter that “others seek refunds for products that have been purchased through third parties, such as yard sales.”
The change in the longstanding return policy by the Freeport, Maine, company, which has a cult-like following in some places, drew more than 1,000 comments on its Facebook page.
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What a stupid policy.
ReplyDeleteWhy did they ever do it to being with?
They did it to instill a high level of trust in their customers. We are now in very different times.
ReplyDelete12:23 What brilliant idea did you have which lead to your creating a company with 1.6 billion in sales last year?
ReplyDeleteCostco has the same type of policy, bring it back regardless of shape AND have a receipt - you receive a full return on your investment.
ReplyDeleteBuddy bought a mattress, after 7 years returned it with his receipt and got a full refund. No questions asked!
Costco seems to do fine with this policy!
Except for that Christmas tree that was returned after Christmas because it was dead 8:36. Trust me Costco will have to refine their return procedures too. Always a few jerks that screw it up for the rest of us.
ReplyDelete747
ReplyDeleteSo I can’t have an opinion about a company’s policy (which they obviously concluded was flawed) unless I start a $1Billion Company?
Geez
If you bothered to read and comprehend the information in the article, it would be clear why the policy was enacted. It would also be clear that it was successful since 1912. It no longer works due to the lack of honest, moral and ethical people today. You are entitled to your opinion no matter wrong it is.
ReplyDelete321
ReplyDeleteAre you saying customers have been taking advantage of the company since 1912?
If so, then their mark up must have been YUUUUUUge. They continued for over 100 years after the policy stopped working.