Unhappy with LLBean backpack and their response

[ebhurleys]

I would try going into one of the stores. I had a similar situation. I bought my husband and son matching backpacks (on clearance becuase of the discontinued color). My son's handle came off. I just happened to be going to Maine and I really wanted it repaired but they could not repair it so they said just go out and pick out another color (which was full price) and they monogramed it and did not charge me anything. I don't think you would have to go to maine, there are a couple of stores here in MA I believe. While I don't believe the backpacks are the same quality they use to be I am satisfied with the way I was treated.

 

[MarriedToAPrince]

If it were any other company I would be okay with their response, but LL Bean...not good enough. It is a 100% guarentee. It isn't your fault the same backpack isn't available and it doesn't matter what cost you paid. They should replace it with a backpack that has the same original price before sales this year as your backpack had last year. Then they are replacing it with as even as a product as you can get based on the situation.

 

[MarriedToAPrince]

Oh and I would also go in store if you can. My DH got a pair of work shoes from there. Well after a year one of the shoes wore a hole almost straight through the bottom. The man sits at a desk all day and the other shoe had no where near the same wear. We brought them into the store and they took them back, no questions asked. At the register they gave a store credit for the full retail price. We then went and got the same pair which that day happened to be on sale so we paid less but got to keep the difference.

This is why I pay full price for items at LL Bean. They stand by their product and any item I have not been happy with they have replaced, no questions asked.

 

[IndianaPrincess]

I've been thinking about this and I think that the company should replace the bag with a similar backpack, no matter the cost of the new one.

For example, if you ordered a backpack during a free personalization promo and it broke, I would expect the replacement to be personalized at no extra cost. Same concept with a deluxe version of the backpack.

I'd want no upcharge or a complete refund - not just store credit.

 

[IndianaPrincess]

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.

But the difference is that LL Bean advertises that their backpacks will last over a decade. The ad shows little kids getting on a school bus and it says "Think of it as an early graduation present". My daughter got an LLBean backpack this year and I expect it to last for more than one school year.

 

[honeydiane1953]

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?

Yes this is small stuff. Don't sweat the small stuff.

 

[crazed'boutmaryP]

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

Their return policy is you can return at any time. Same for Land's End. They were in the original packaging and box. I thought I would get a credit for the last selling price, but they refunded what I paid. The item is still sold now and I did have the receipt also.

I think they do stand by their more than generous return policy, and that is why the OP received a credit for what she paid.

 

[plummer925]

I don't know if this was mentioned or not, so if so I apologize.

Honestly, it really frustrates me when someone says LL bean has a "Lifetime Warranty" - they do NOT have a Lifetime Warranty on their items. They have a Satisfaction Guarantee. The Satisfaction Guarantee states:

"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 something from LL Bean that does not prove satisfactory."

When someone wants to return an item to LL Bean, they need to ask themselves if they are SATISFIED with what they got from what they paid - if so, then good. Go on with your life and don't return it. If not, return it and get credit for what you paid (if you have your receipt) or what it's currently selling for (if it's a current item) or what it last sold for (if it's a discontinued item).

I'm not sure why the OP feels she should get a more expensive backpack when she clearly spent $29.99 on a backpack in the first place. LL Bean is absolutely upholding their end of the guarantee by giving back the 29.99.

I absolutely apologize if this came off as harsh at all - that was not my intention. I used to work for LL Bean and my husband is a current employee and honestly, some of the things that we have seen would shock you. I do absolutely feel that this is a legitimate return, but only for the $29.99.

 

[plummer925]

I've been thinking about this and I think that the company should replace the bag with a similar backpack, no matter the cost of the new one.

For example, if you ordered a backpack during a free personalization promo and it broke, I would expect the replacement to be personalized at no extra cost. Same concept with a deluxe version of the backpack.

I'd want no upcharge or a complete refund - not just store credit.

FYI: If you return an item that had been personalized they will personalize the replacement item at no charge. It is not the same as this backpack - the OP bought a backpack that was being discontinued, on sale. She now wants a current backpack to replace hers, when she clearly spent $29.99 on hers. She was offered her entire money back - she has the option to put it toward another backpack, or not. The company has no obligation to lose money by giving her something that sells for more.

 

[crazed'boutmaryP]

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.

LL Bean backpacks last years even with heavy use. My kids have each used one through elementary school (5 years) then get a new one for middle school because they need a larger one. My daughter's that just broke survived 5 years of middle-high school and every vacation. They are very sturdy.

 

[csharpwv]

I think it is definitely a reasonable offer.

If you had bought the item at Wal-Mart - K-Mart - Target - anywhere else - you would be shopping for a backpack entirely out of pocket. LL Bean is holding up to their end of the warranty!

However - here is my suggestion!

Ask for a gift card - and then go to an LL Bean Outlet!

We have found some fantastic deals at the LL Bean Outlet where we shop.

Some prices aren't so great - but others are VERY good!

 

[plummer925]

I think it is definitely a reasonable offer.

If you had bought the item at Wal-Mart - K-Mart - Target - anywhere else - you would be shopping for a backpack entirely out of pocket. LL Bean is holding up to their end of the warranty!

However - here is my suggestion!

Ask for a gift card - and then go to an LL Bean Outlet!

We have found some fantastic deals at the LL Bean Outlet where we shop.

Some prices aren't so great - but others are VERY good!

This is fantastic advice!!

 

[swilshire]

This is fantastic advice!!

Probably just as well that we live a long way from the closest outlet. We always make it a point to stop if we go near one and always spend a lot.

Sheila

 

[plummer925]

Probably just as well that we live a long way from the closest outlet. We always make it a point to stop if we go near one and always spend a lot.

Sheila

Oh, I hear ya! With hubby working there we get an employee discount so I spend a bunch of money there!! I finally broke down and got the LL Bean Visa Card so I'd earn points (and the free monogramming is nice too!)...now I can 'justify' my spending! ;-)

 

[AmberHeartsDisney]

Lots of companys will charge you the full cost upfront to replace. but i think shipping in not included. Maybe that is what she meant? Id got to the store.

 

[leahjade]

They don't have a Lifetime Warranty! Read the site again - it doesn't mean you buy a backpack there when your child is in kindergarten and never have to buy one again till they graduate college!

 

[S. C.]

Maybe take it to a place and have it restiched. I had a Disney backpack that the strap stiching had come loose. I took it to a place that fixes seams, hems, does alterations etc, they charged $6 to fix it.

 

[sookie]

Their return policy is you can return at any time. Same for Land's End. They were in the original packaging and box. I thought I would get a credit for the last selling price, but they refunded what I paid. The item is still sold now and I did have the receipt also.

I think they do stand by their more than generous return policy, and that is why the OP received a credit for what she paid.

unworn?

 

[Leajess99]

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.

I wouldn't hold your breath on this. I tried that approach on the backpack I had to send back due to it falling apart and they claim they cannot find where I purchased it in their system even though they have the first backpack I bought in there. I was originally told that I would get all my money back when I sent back the defective one but that did not happen. I will NOT buy from LL Bean again as I feel their customer service sucks. This was not the first issue I had with them but it will be the last.

I now recommend people go elsewhere because of their lack of service.

I paid full price for the backpack that was defective but they only gave me $19.99 back for it. That is so very wrong IMO as I did not pay a discounted rate.

 

[plummer925]

I wouldn't hold your breath on this. I tried that approach on the backpack I had to send back due to it falling apart and they claim they cannot find where I purchased it in their system even though they have the first backpack I bought in there. I was originally told that I would get all my money back when I sent back the defective one but that did not happen. I will NOT buy from LL Bean again as I feel their customer service sucks. This was not the first issue I had with them but it will be the last.

I now recommend people go elsewhere because of their lack of service.

I paid full price for the backpack that was defective but they only gave me $19.99 back for it. That is so very wrong IMO as I did not pay a discounted rate.

Did you return it with your receipt? If so you should have got what you paid. If not, you will get the last selling price. That is their company policy (which is VERY reasonable since they have no way to track your purchases...it's the customers responsibility to keep the receipt).

Sorry you think their CS sucks - they are constantly rated #1 customer service. If you think LL Bean customer service sucks, I can't imagine what you'd feel like a store like walmart, whos CS really DOES suck!