For those of you who follow my blog posts or have read my book, you will know I'm a huge fan of LL Bean. They have changed their return policy, which now puts them into the same category as virtually every other outfitter on the planet and it is no longer something that sets them an a class by themselves. I'm saddened by this change, and from what I've read about Leon Leonwood Bean's reason for this guarantee, he would be appalled at this change in his company's policies.
February 9th, 2018
A Letter to Our Customers,
Since 1912, our mission has been to sell high-quality products that inspire and enable people to enjoy the outdoors. Our commitment to customer service has earned us your trust and respect, as has our guarantee, which ensures that we stand behind everything we sell.
Increasingly, a small, but growing number of customers has 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. Others seek refunds for products that have been purchased through third parties, such as at yard sales.
Based on these experiences, we have updated our policy. Customers will have one year after purchasing an item to return it, accompanied by proof of purchase. After one year, we will work with our customers to reach a fair solution if a product is defective in any way.
This update adds clarity to our policy and will only affect a small percentage of returns. It will also ensure we can continue to honor one of the best guarantees in retail, with no impact for the vast majority of our customers. To learn more, please view our full return policy at llbean.com.
L.L.Bean has stood for quality, service, trust, and getting people outdoors ever since my great-grandfather founded our company over 100 years ago - and that will never change. Thank you for being a loyal customer and we look forward to continuing to inspire and enable you to Be an Outsider.
Shawn O. Gorman
L.L.Bean Executive Chairman