Unhappy with LLBean backpack and their response

[deedeetoo]

Can someone tell me if my expectations are out of line here?

In March of 2009 (about a year and half ago), I bought my dd an LLBean backpack. It was a top of the line backpack on sale for only $29.99 because the color was being discontinued.

Well we are getting ready for school (which starts in two days) and dd informs me that the strap of her backpack was ripping out of the top of the backpack. This had happened at the end of the last school year after she had used the bag for only one year. Of course she didn't bother to tell me about it until today.

So I called LLBean since they have their lifetime warranty. I thought they would have me send it back for repair. But they said they would send a replacement and when I got that I should send the one I had back. Wow, I am thinking. This is great. But then she directs me to the website to pick out which one I want in replacement since the colors are different now. She notes that the same style that I have now is on sale for only $39.96 but unfortunately it doesn't have all the same features as the one we have. I am disappointed in the lack of features but then she repeats again that it is only $39.96. I asked her why I care about the price since this is an exchange for a defective product. She tells they will charge me the $39.96 when they send the replacement, but when they get mine back they will only credit me for $29.99 since that is what I paid.

So basically I pay $10 and get a backpack that is not as good as what I have (but has a good strap). DD didn't really like the ones on the website, so we talked it over and she decided that the one she has is not completely ripped through so she will use it until it really does rip through and then we will decide what to do.

My dh says he thinks its reasonable since they are really just giving me my money back on the other back pack but I guess I expected more. Am I being unreasonable?

 

[scrapquitler]

Can someone tell me if my expectations are out of line here?

In March of 2009 (about a year and half ago), I bought my dd an LLBean backpack. It was a top of the line backpack on sale for only $29.99 because the color was being discontinued.

Well we are getting ready for school (which starts in two days) and dd informs me that the strap of her backpack was ripping out of the top of the backpack. This had happened at the end of the last school year after she had used the bag for only one year. Of course she didn't bother to tell me about it until today.

So I called LLBean since they have their lifetime warranty. I thought they would have me send it back for repair. But they said they would send a replacement and when I got that I should send the one I had back. Wow, I am thinking. This is great. But then she directs me to the website to pick out which one I want in replacement since the colors are different now. She notes that the same style that I have now is on sale for only $39.96 but unfortunately it doesn't have all the same features as the one we have. I am disappointed in the lack of features but then she repeats again that it is only $39.96. I asked her why I care about the price since this is an exchange for a defective product. She tells they will charge me the $39.96 when they send the replacement, but when they get mine back they will only credit me for $29.99 since that is what I paid.

So basically I pay $10 and get a backpack that is not as good as what I have (but has a good strap). DD didn't really like the ones on the website, so we talked it over and she decided that the one she has is not completely ripped through so she will use it until it really does rip through and then we will decide what to do.

My dh says he thinks its reasonable since they are really just giving me my money back on the other back pack but I guess I expected more. Am I being unreasonable?

I agree with your DH. You used it for a year, so you've already gotten some value out of it, and the same item is no longer available. However, maybe you can come to a solution that will make you happier by talking to a supervisor.

 

[babyrich]

I think their response was sufficient. It was used for a year and it took another 6 months before you made them aware of the problem. Maybe you can send it back and get a credit for something else in the future?

 

[robinb]

They are essentially giving you a return on your purchase price instead of an exchange. Not quite what I would have expected, but still acceptable IMO.

 

[turning40withMickey]

I think you should get a new backpack as an even exchange, not have to pay ten dollars more. I like the suggestion to try to talk with a supervisor and see if you can't come up with a solution that makes your happier.

 

[rparmfamily]

While I can see how you think this may be unfair, because your specific backpack is unavailable, giving you your money back (in the form of a credit) to purchase another is quite reasonable to me. Sorry!

 

[kirstenb1]

I think their offer was very reasonable.

 

[cats mom]

My dh says he thinks its reasonable since they are really just giving me my money back on the other back pack but I guess I expected more. Am I being unreasonable?

Sorry, but I'm with your DH on this one.

You should have seen the response I got from Under Armour when we had a similar issue with one of their backpacks. It was much more expensive, and had been used for a much shorter period of time. But let's just say I decided to toss the darn thing rather than deal with all the hoops they wanted me to jump though to get a replacement; and at additional cost to me, both price and shipping. Sheesh!

Maybe I shouldn't judge a company's response in comparitive terms, but after dealing with UA, LLBean's offer sounds more than reasonable to me.

 

[sweetpeakaris]

I think they are being reasonable! Most companies give you zilch!

 

[3boymthr]

Their response is more than reasonable - especially since their lifetime warranty states that it excludes normal wear & tear and excessive and inappropriate use. After a year of daily or almost daily use the pack is bound to show some wear so think of that $10 in terms of depreciation.

 

[Tinkh]

Sorry I have to disagree. I think it is very reasonable. You are getting full value from an item you used for over a year. You got a very good deal in the first place, but you were getting a discontinued item.

 

[casjen]

I just went through this with LL Bean and I was thrilled to get a gift card for the backpack. beacuse I had mine a few years and it is no longer sold, they gave me a credit for the last selling price. That felt fair to me since I didn't have my receipt. I think they really only owe you what you paid for the backpack, which they are willingly giving you.

If you had paid that much at Target and it broke, I'm not sure they'd give you anything a year later.

 

[Swimnoid]

I think they were reasonable as well.

My DD had a LLBean pack on which the zipper broke and I just shoved it back in the closet and got her a new one. I found it last month and emailed them to see if they would fix it totally not expecting anything because the pack was over 10 years old. They said send it back and they would replace it! They still had the same style which was on sale at the time I sent it back. So they sent me a refund check for $6 for the difference in the sale price. If I had picked a different pack I would have expected to pay the difference in cost.

 

[Tinkh]

I think they were reasonable as well.

My DD had a LLBean pack on which the zipper broke and I just shoved it back in the closet and got her a new one. I found it last month and emailed them to see if they would fix it totally not expecting anything because the pack was over 10 years old. They said send it back and they would replace it! They still had the same style which was on sale at the time I sent it back. So they sent me a refund check for $6 for the difference in the sale price. If I had picked a different pack I would have expected to pay the difference in cost.

You have just convinced me that I need to order my son one lol. That is some outstanding customer service!

 

[Swimnoid]

You have just convinced me that I need to order my son one lol. That is some outstanding customer service!

Believe me, I was surprised and pleased! I also have one of their back packs that is for computers that I have had for about 10 years as well. They only made it for one year and I love it. Luckily it has really held up and is in excellent condition. If It ever breaks though, I dont know what I'll do because no one makes anything like it.

I buy a ton of stuff from them and Lands End and have never been displeased.

 

[bumbershoot]

...their lifetime warranty states that it excludes normal wear & tear and excessive and inappropriate use.

So what on earth are they replacing with their "lifetime" warranty?

I have been dissatisfied with their warranty since I contacted them for help. When two items were purchased for me, it was a LIFETIME guarantee. My mom was from the east coast, always purchased from them, and *believed* them when they said *lifetime*.

But they seem to think that once something breaks, it's DEAD, and there's no more lifetime.

Which means they basically have no guarantee.

I haven't bought from them in years, because they say one thing but mean another.

And someone talked about customer service based on ONE person's experience...check out what the OP is saying...the OP has MORE of a problem than the person who got good CS, and is getting *less* satisfaction. And they are getting more satisfaction that I got. To me, that's one person who randomly got a nice person, but more people who got not so great CS with their silly and nonsensical "once it breaks it's dead so there's no more warranty" warranty.

 

[mjkacmom]

So what on earth are they replacing with their "lifetime" warranty?

I have been dissatisfied with their warranty since I contacted them for help. When two items were purchased for me, it was a LIFETIME guarantee. My mom was from the east coast, always purchased from them, and *believed* them when they said *lifetime*.

But they seem to think that once something breaks, it's DEAD, and there's no more lifetime.

Which means they basically have no guarantee.

I haven't bought from them in years, because they say one thing but mean another.

And someone talked about customer service based on ONE person's experience...check out what the OP is saying...the OP has MORE of a problem than the person who got good CS, and is getting *less* satisfaction. And they are getting more satisfaction that I got. To me, that's one person who randomly got a nice person, but more people who got not so great CS with their silly and nonsensical "once it breaks it's dead so there's no more warranty" warranty.

I've been shopping at LLBean for years, as has my sister, mother, aunt, etc. They are famous for their quality products and CS because they're awesome. If the OP payed full price for the backpack, she wouldn't have to send the extra $10. Like another PP said, if the replacement backpack is less money than the damaged one, LLBean will give the money back to the customer.

It is very rare that you hear or read about a CS complaint for LLBean - I think you had a very rare experience.

 

[Sadie22]

It's great that they are willing to do anything at all after a year and a half, but if you are not happy at least make the effort to speak with a supervisor and see if there is anything else that can be offered.

Kids really overload their backpacks. It's hard on the backpacks and hard on the kids. There is just too much to carry.

Over the years I self-repaired a lot of backpack straps to make the backpacks last longer. You might also be able to find a luggage repair place to repair the backpack. Continuing to use it as it is will only cause the strap to continue to pull loose.

 

[BellePrincessBelle]

I bought 2 coats from LL Bean for my kids after teh 1st winter both zippers broke. I took them back into the store & while the exact coat wasn't available there was the newer version which was more expensive and they gave them to me as an even exchange. I didn't have the receipt either.

 

[pyrxtc]

http://answers.yahoo.com/question/index?qid=20080803151812AAclQRM

this may help

Also, when I purchased my son's backpack from an actual store, they told me it is not a lifetime guarantee. It is a reasonable life expectancy guarantee. With a lifetime, you would have to only buy one backpack in Kinder and then replace it every two or 3 yrs on their dime. Not how the guarantee works. They are great about replacing it but I think it is reasonable to ask you to pay the difference.