LL Bean return policy

[casjen]

Please hear me saying this now, I am not trying to milk the system, just trying to understand how the policy works. Please do not call me a free loader etc. for asking a simple question.

Does LL Bean guarantee it's products for life, and want you to return something as it wears out, even if it is somewhat normal wear and tear? Or do they only want products that you consider not living up to your expectations?

My ds has an LL Bean backpack and has for 3+ years. It has held up really well and I am so impressed it lasted this long. It is a tad bit dirty but would otherwise have years of life left in it. Except the bottom of the bag is starting to separate from the front panel. It is fraying and small holes are forming.

I consider this backpack having lived up to what I would expect from a backpack (albeit an expensive one). But, I have friends who are insisting LL Bean would want to see the fraying so they could know how their backpacks wear out. They say this b/c they have personally returned things and LL Bean has thanked them for doing so because it helps them make a better product.

I am not looking for a freebie here. I am just wondering what the real deal is from someone who has returned to LL Bean before.

Please don't be negative and I already got a backpack from Staples for me, so please don't send me there.

 

[ajk912]

I wouldn't send it back.

My own LL Bean backpack story: I bought my daughter a rolling backpack on clearance one spring or summer, but I knew she wouldn't be using it right away. It was only $35, which was a great deal for one of their backpacks. She didn't start using it till the NEXT school year- over a year later. I just bought ahead because it was cheap and I knew we would need it once she started carrying a lot of books. Well, the straps frayed to the point of breaking within a month of her using it. I called CS, and I realize it had been a while since I purchased it but the straps were unusable as they were. They told me that it was out of the normal return policy but if it didn't live up to my expectations for normal wear and tear I could send it back. I realize that everyone says the item was brand new, but it really was in my case! I ended up cutting off some old straps off an old backpack to fix it, and she just uses the pull part now and doesn't use it as a regular backpack. It would be one thing if the attitude was, we want you to be happy, send it back, but the "if it doesn't meet your expectations" spiel made it seem like I was trying to get something for free. I wasn't. I don't know, I just wasn't happy that a $35 backpack wasn't still in GOOD condition a month after using it, but I know kids are hard on backpacks..not sure.

Anyway, three years later..yeah, that's definitely lived its life!!

 

[vicki_c]

I think 3 years on a backpack, even LL Bean or Lands' End is very good. And any wear at this point would definitely be normal wear and tear (after 1 year, I would consider any wear "normal"). I don't think they guarantee for life and I don't think it means keep it for multiple years and when it wears out we'll send you another one for free. How would they stay in business?

 

[dzorn]

I think +3 is above and beyond normal wear and tear. No way would I return it.

Denise in MI

 

[PlutoPony]

Just for the heck of it, went to their website to see what they say about their warranty

Guaranteed
You Have Our Word​

Our products are guaranteed to give 100 % satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We do not want you to have anything from LL Bean that is not completely satisfactory.

From kayaks to slippers, fly rods to sweaters, everything we sell at L.L.Bean is backed by the same rock-solid guarantee of satisfaction. It's been that way since our founder sold his very first pair of Bean Boots in 1912. Today we're proud to continue the tradition – by offering quality products and standing behind them.


L.L. Bean placed this notice on the wall of our Freeport store.

Notice:
I do not consider a sale complete until goods are worn out and customer still satisfied.
LL Bean 1916​

http://www.llbean.com/customerService/aboutLLBean/guarantee.html

Guess that pretty much leaves it up to the customer to determine whether the product has met their expectations. If not, feel free to return it. Very interesting approach

 

[vicki_c]

I think that's a good liberal return policy - and stores like LL Bean, Lands' End, Nordstrom, have had those policies in place because for the small amount of people who take advantage (have you heard the story about the person who returned car tires to Nordstrom and they accepted them back even though they don't sell them - classic customer service story), the goodwill they earn with the rest of their customers is worth it.

But I would fail to see how anyone could be "not satisfied" with a backpack that served its purpose for 3 years and is now worn or worn out (and the OP didn't say that she was, I'm just meaning that as a generic statement).

 

[bumbershoot]

See, their stated return policy doesn't go along with what they say when they call.

My mom bought me two things as a teen. Both should have lasted quite a long time, with the way I took care of them. Both did last around 20 years. But that's NOT satisfying to me. There is no reason they couldn't have lasted longer.

They won't take them back. Their expectations are different from mine. They said that they will repair them for a fee, but they won't replace them (with something similar of course, the original things don't exist in their catalog), and they won't repair it for free.

When my mom bought the items, she was given the expectation that they were guaranteed forever.

Because, frankly, guaranteed "for the item's life" is useless. Because as soon as something wears down, it's dead, right? Pointless.

But my mom (who had shopped through them for ages) expected that the items would be replaced at ANY point...and that's not what they told me.

With a measly 3 years of use of the backpack, I'd return it in a heartbeat.

 

[rparmfamily]

Sounds like the bottom got wore out maybe being dragged on the sidewalk. Your friends are correct in that LLBean will take it back but I think (and you probably know) you've gotten good use out of it.

 

[kirstenb1]

I think +3 is above and beyond normal wear and tear. No way would I return it.

Denise in MI

This. My daughters tastes changes more frequently than every 3 yrs. I always buy their back packs from LL Bean. You've gotten good use, enough.

 

[Topper]

My mom bought me two things as a teen. Both should have lasted quite a long time, with the way I took care of them. Both did last around 20 years. But that's NOT satisfying to me. There is no reason they couldn't have lasted longer.

And just what are these magical mystery items?

 

[labdogs42]

I would call. An LL Bean backpack should last longer than 3 years. And, I'm surprised to hear that there are things they won't take back. We have taken back some pretty old stuff without a problem before.

 

[wbn36]

I'm sorry,but I would take it back. I bought both of my girls back packs going on the notion that the llbean lady told them to pick it out carefully because they would still have them in high school.

A good friend of my had a backpack about 15 years old. It was still in great shape but the strap broke. She called LLbean to ask where she could pay to have it fixed and they insisted they replace it with a new one.

I think that the original caller just got a tough customer service person.

If I don't get 5 years out of the ones I got for the kids, I will be very dissapointed.

 

[Green Tea]

See, their stated return policy doesn't go along with what they say when they call.

My mom bought me two things as a teen. Both should have lasted quite a long time, with the way I took care of them. Both did last around 20 years. But that's NOT satisfying to me. There is no reason they couldn't have lasted longer.

They won't take them back. Their expectations are different from mine. They said that they will repair them for a fee, but they won't replace them (with something similar of course, the original things don't exist in their catalog), and they won't repair it for free.

When my mom bought the items, she was given the expectation that they were guaranteed forever.

Because, frankly, guaranteed "for the item's life" is useless. Because as soon as something wears down, it's dead, right? Pointless.

But my mom (who had shopped through them for ages) expected that the items would be replaced at ANY point...and that's not what they told me.

With a measly 3 years of use of the backpack, I'd return it in a heartbeat.

Seriously?? I think you got use of the product. I think lifetime warranty is the lifetime of the product, not you!

 

[NHdisneylover]

I think 3 years on the backpack could go either way. If your child is hard on backpacks and drags it on the ground often, etc then I think it would be abusing the policy to return it (but my experience has been that they would take it. I have never heard of them refusing a warranty return). On the other hand, if your hcild is pretty typical and does not drag the backpack I would return it--an LLBean pack should last at least 5 years under normal circumstances. DS11s is 6 years old and still in great shape. DD13s had a strap break after 7 years. Last year her backpack regularly weighed about 50 pounds because she was required to lug so many textbooks I cannot fault Bean for that strap breaking and did not even consider returning it--I just bought her a new Bean backpack.

Clearly, I interpret the policy to mean that you should return something if it does not last as long/well as a QUALITY item of that type should last. While Bean will take them I think returning things that have been used to the extent that normally would wear out is abusing the policy. I can't really say that there is a time limit on that though. If you had a backpack you only used for two weeks a year on vacation and you stored it properly (dry, empty, not in the sun, no moths, etc.) and the bottom wore out after 10 years I would think you should return it, but if you had a backpack that you filled with heavy books daily and often drub along the ground or benches etc (my nephew used to drag the backpack along the top of a barrier/wall that was just the right height as he walked to school.) then I would say even after two years you should not return it.

 

[DisneyAndRedSox]

I would expect it to last more than 3 years unless it was subjected to lots of abuse above and beyond normal daily wear. You are the only one who knows what the bag has been though and how gentile or rough your child is on things. Personally, my niece has had a Children's Place backpack for 5 years (looks absolutely filthy, but still is fine), and I expect a Bean one to last longer.

 

[claudia]

Please hear me saying this now, I am not trying to milk the system, just trying to understand how the policy works. Please do not call me a free loader etc. for asking a simple question.

Does LL Bean guarantee it's products for life, and want you to return something as it wears out, even if it is somewhat normal wear and tear? Or do they only want products that you consider not living up to your expectations?

My ds has an LL Bean backpack and has for 3+ years. It has held up really well and I am so impressed it lasted this long. It is a tad bit dirty but would otherwise have years of life left in it. Except the bottom of the bag is starting to separate from the front panel. It is fraying and small holes are forming.

I consider this backpack having lived up to what I would expect from a backpack (albeit an expensive one). But, I have friends who are insisting LL Bean would want to see the fraying so they could know how their backpacks wear out. They say this b/c they have personally returned things and LL Bean has thanked them for doing so because it helps them make a better product.

I am not looking for a freebie here. I am just wondering what the real deal is from someone who has returned to LL Bean before.

Please don't be negative and I already got a backpack from Staples for me, so please don't send me there.

DH had a soft briefcase from them....had it about 3-4 years and the stitching on the edges (piping) and pockets began to come loose and frey. They checked our order history, found the purchase, sent out a new one and asked us to return the old one in the packaging from the new one......

 

[NHdisneylover]

I would expect it to last more than 3 years unless it was subjected to lots of abuse above and beyond normal daily wear. You are the only one who knows what the bag has been though and how gentile or rough your child is on things. Personally, my niece has had a Children's Place backpack for 5 years (looks absolutely filthy, but still is fine), and I expect a Bean one to last longer.

Are Jewish children easier on backapcks? (sorry, I couldn't resist--I make typos like that ALL the time, even my tags are filled with typos so please do not take this personally)

DH had a soft briefcase from them....had it about 3-4 years and the stitching on the edges (piping) and pockets began to come loose and frey. They checked our order history, found the purchase, sent out a new one and asked us to return the old one in the packaging from the new one......

This is reminding me of one person I knew that Bean or Landsend (I do not remember which one had enough of her) started giving a hard time to about returns. She regularly bought used bean and landsend items at garage sales and returned them and then sold the new items she got as returns on ebay. I think eventually they did tell her that unless she had a receipt showing that SHE had bought the item they would not longer take her returns (she had multiple items a month she was returning). I can see some sales people pushing not taking an item if the customer has a history of often returning very old items, though other than this one case (which was so clearly abuse of he policy), I have not heard of it.

 

[leahjade]

Where does it say LIFETIME warranty? I think abusing the company is a good way to put them out of business, and at the least raise the prices on the products for everyone else. People seem to think a company eats the loss, but whether it's from shoplifting, abuse or tax increases, the company will just add to the price of the product so we all pay more.

 

[DisneyAndRedSox]

Are Jewish children easier on backapcks? (sorry, I couldn't resist--I make typos like that ALL the time, even my tags are filled with typos so please do not take this personally).

LOL- Well, DH is Jewish and I am not... so I have no clue how DD will be on her backpacks!

 

[MM27]

I would never return a backpack that I was able to get 3 years out of. LLBean does have a very generous return policy, but I think it's crazy to think you'll never have to buy another bookbag because they'll keep replacing them.