Unhappy with LLBean backpack and their response

[labdogs42]

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.

They are honoring the warranty by refunding the full purchase price of her product. I'm not sure how that's a problem. FWIW, every time I have had an issue with an LL Bean product, they have given me a new one or a refund. No questions asked. I'm very happy with their products and customer service.

 

[cats mom]

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

I don't have personal experience with LLBean's warranty guidelines, but in general I believe covering materials/parts/workmanship is the norm.

 

[jessica52877]

I must say I really thought their "lifetime" warranty was a lifetime. I don't think they should refund $ if the product is now less, just replace it, nor do I think they should charge you more. You bought a product, guaranteed for life. I understand that the value depreciates as it is used, but if they can't fix it, then they need to replace it.

I almost think I agree with the OP. She is already getting less features. I tend to not buy things with a lifetime warranty for this reason. It just seems to not work out well.

 

[deedeetoo]

So the majority think they are being reasonable. Oh well.

I guess I expected more than one year out of this backpack. The last one she had lasted 4 years and we replaced it only because it was starting to wear at the bottom which I do consider normal wear and tear. I don't consider it normal for a strap to start ripping at the seam after only one year of use. I'm also not impressed that they don't honor the warranty at all unless I am willing to shell out $10 more. We buy a lot from LLBean and this is the first time I've tried to return anything because there was a problem with it so its not like I'm a problem customer who's always returning things.

 

[pixiewings71]

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.

So 1 year is a "reasonable life expectancy" for a backpack? I disagree, with a "lifetime" guarantee they should send a replacement if it falls apart with less than 2 years of use. I expect my girls' backpacks to last at least 2 years! Also if they are offering a "lifetime guarantee" that's not really lifetime then they should not state that it is, they should say "reasonable life expectancy guarantee" not "lifetime".

I must say I really thought their "lifetime" warranty was a lifetime. I don't think they should refund $ if the product is now less, just replace it, nor do I think they should charge you more. You bought a product, guaranteed for life. I understand that the value depreciates as it is used, but if they can't fix it, then they need to replace it.

I almost think I agree with the OP. She is already getting less features. I tend to not buy things with a lifetime warranty for this reason. It just seems to not work out well.

Me too...and I don't think they should have the OP pay MORE and get a bag with LESS features because the one she has is ripping, they should be offering the exact same style of bag in exchange, not charging a difference. If the same bag isn't available then they should offer her one that's close as an even exchange but the OP should absolutely not have to pay the difference.

If something is guaranteed for life it better last more than 1 year, that's not reasonable to expect.

 

[merrily]

Are you talking about the super deluxe backpack by any chance? My son has that one and the strap pulled away from the top of the backpack as well. They sent me a new one at no additional cost to me. I was expecting only a repair. I would call again. You'll get a different rep who may do something different for you.

 

[rparmfamily]

Can you just send it in for a repair?

You are getting what you paid, in terms of the return. You spent $X, you are getting refunded $X. Maybe wait until the one with the fancy features is on sale, like you did with the first one. Use your store credit then.

 

[BuzzPrincessMom]

I love LLBean.

I would send it back for a repair...I have done it with a fleece jacket and they sent me a new one because they felt the other had a defect.

Did you buy it from the catalog or an outlet?

 

[deedeetoo]

Are you talking about the super deluxe backpack by any chance? My son has that one and the strap pulled away from the top of the backpack as well. They sent me a new one at no additional cost to me. I was expecting only a repair. I would call again. You'll get a different rep who may do something different for you.

Yes, I am talking about the super deluxe backpack. That is interesting that you had the same problem. For now, she does like hers better than the new ones so I think we will sit tight until it competely rips through. Then I will call again and try to get a straight replacement.

 

[3boymthr]

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.

The used to have a lifetime guarantee similar to what you and other posters describe.

We have a friend who used to work in the Freeport store. The reason they implemented the reasonable life expectancy thing is because people were bringing in items that were truly not defective but just plain worn out from normal wear and tear. Seriously, people would bring in shirts, pants, underwear that were 20 years old and expect them to be replaced for free because they'd worn thin at the elbows or knees from so much use or the elastic had finally rotted away, etc.

 

[littlezar]

I think LLBean should just replace the backpack with whichever style is the current one of your backpack at no charge to you as long as you return the defective one. If you choose not to get a backpack because you don't like the current style/colors then I think they should refund you the $29.99 you paid.

I bought my oldest the Super Deluxe midway through 5th grade because his cheapy $10 backpack ripped that he'd been using since 4th grade. He's now entering 10th and it's still in fantastic shape after being used for school and travel. I chose LLBean because I had heard they held up really well. I'd have been mad if it started coming apart after a year. If I wanted a disposable backpack I'd have bought another cheapy.

 

[disneymarie]

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.

I had the strap repaired on the healthy back mesh I had, there also was no substitute. I just did not want the strap to tear on a trip. That was 4 years ago.
I was offered similar replacement, but none had mesh.

 

[Mermaid02]

The used to have a lifetime guarantee similar to what you and other posters describe.

We have a friend who used to work in the Freeport store. The reason they implemented the reasonable life expectancy thing is because people were bringing in items that were truly not defective but just plain worn out from normal wear and tear. Seriously, people would bring in shirts, pants, underwear that were 20 years old and expect them to be replaced for free because they'd worn thin at the elbows or knees from so much use or the elastic had finally rotted away, etc.

Exactly- people were taking advantage and ruined it for everyone.

If you don't want the $10 replacement maybe they will give you a credit for the $29 the backpack cost you. You can find a better backpack someplace else and use the credit on boots or something.

 

[crazed'boutmaryP]

I had great experience with LL Bean this week. The zipper on my daughter's 5 year old back pack got stuck twice and she cut it to release it. I sent it back to the repair department, they called me and sent a new one, same model for no additional charge. I also found boots I bought 5-6 yrs ago that were too big. Sent them back and they sent me a 79.00 credit (price I paid).

My experience was nothing but fantastic.

 

[nicki.momof3]

I an surprised you actually called and expected anything. I personally expect to buy my kids new backpacks every year. I would never expect even a well made one to last more than a year of daily hard use.

I think you got a great deal - sorry have to agree with almost everyone else.

 

[Tinkerbell58]

LL Bean is having a sale on backpacks - 20% off - on their website. Maybe you can find one similar and not have to pay the extra $10 for a replacement.

 

[sookie]

I had great experience with LL Bean this week. The zipper on my daughter's 5 year old back pack got stuck twice and she cut it to release it. I sent it back to the repair department, they called me and sent a new one, same model for no additional charge. I also found boots I bought 5-6 yrs ago that were too big. Sent them back and they sent me a 79.00 credit (price I paid).

My experience was nothing but fantastic.

so, the boots were not defective? isn't that kind of wrong?

 

[rock_doctor]

How about just sewing up the strap and not worrying about it? Can you get a need through it with a thimble? Call them back and tell them that they are not honoring their warranty. They should send you a comparable backpack or refund your money. Making you pay more for the replacement is not a lifetime warranty. It was defective and has a lifetime warranty. Trying to up sell you is not acceptable imho. I suspect they give their cs reps a commission for every sale and this probably would have counted as a sale for her.

 

[DebMcDonald]

posted in the wrong place, sorry

 

[dreamer423]

That's why I will always go with Land's End. DS's extendable luggage handle was very difficult to open, close after 1 year. I called and explained/ They apologized and asked about replacing it. I told them I was looking at the next size up. They sent it out, no questions asked. didn't charge for shipping or upcharge for bigger backpack.