L.L.Bean Is Making Changes to Its Longstanding Lifetime Guarantee Policy

If you've got a pair of worn down L.L.Bean boots that you've had for 30 years you can no longer bring them to L.L.Bean to get them resoled. At least, that's one interpretation of a change the company is making to its longstanding lifetime guarantee policy due to "a small, but growing number of customers [who have] been interpreting our guarantee well beyond its original intent," wrote L.L.Bean executive chairman Shawn Gorman, on the company's Facebook page. L.L.Bean is one of a number of companies known for lifetime guarantees. The policy is changing due to customers who "view [the lifetime guarantee] as a lifetime product replacement program, expecting refunds for heavily worn products used over many years" or "seek refunds for products that have been purchased through third parties, such as at yard sales," wrote Gorman. After purchasing a product from L.L.Bean, customers will now have just one year to return it. "After one year, we will work with our customers to reach a fair solution if a product is defective in any way," wrote Gorman. Further information about the policy change was not immediately available as a representative for the company did not respond to requests for comment. Read the full letter below: 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. Sincerely, Shawn O. Gorman L.L.Bean Executive Chairman

General

L.L.Bean Is Making Changes to Its Longstanding Lifetime Guarantee Policy

People were 'interpreting our guarantee well beyond its original intent'

Kristina Monllos

About

Subscriptions

Events

Publications

WORK SMARTER - LEARN, GROW AND BE INSPIRED.

Subscribe today!

Kristina Monllos