Unhappy with LLBean backpack and their response

[Leajess99]

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.

Okay so please explain why I had to pay out more for my daughter's backpack when I paid full price yet they claim they cannot find that transaction in their system? Funny how they can find the transaction from the very first backpack which is still going strong yet cannot find the transaction from this backpack that has fallen apart. None of my backpacks are 10 years old either. I bought 2 of the original and 1 of the college (deluxe type ones) that I don't even see the same style. This was also not my first problem with them either.

 

[Leajess99]

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".



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.

I totally agree with you. It is sad when the OP spent a small fortune on a backpack and it doesn't stand up more than a year yet I bought an inexpensive one from Target a couple of years ago that my daughter still uses today and that girl has a ton of books now. LL Bean has a 100% lifetime satisfaction guarantee and they should honor it. The OP cannot help that these people no longer carry the same backpack just like I cannot help that they discontinued the backpack that fell apart on us. Why should we have to pay more to have the satisfaction guarantee honored??

 

[Leajess99]

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!

No, I did not return with the receipt. Funny how they can find someone who bought their's 10 years ago but someone whose was pruchased much more recent can't be found. My son's backpack was bought in 2004 and they can find that one in the system so again tell me why they can't find this one?? No, it is NOT very reasonable and at no point in time was I ever told that I would pay full price for a replacement and be given a discounted rate. I also find it funny how the supervisor said they would investigate and contact me back yet I have heard nothing more from them.

As for walmart, I don't shop there so no need to worry about their customer service.

 

[MichelleB]

I just sent my daughter's super deluxe book bag back also for the same problem with the stitching coming out after less than 1 year's worth of use. I went online, did a return slip, and sent it back. They replaced it with the current super deluxe but are sending me a bill for $10. I am going to call and refuse to pay it. First, I also feel they should replace it with the current like item. Second, they never contacted me to tell me I'd have to pay more so I am going to dispute it.

This book bag didn't even last 1 year. I used to buy the cheap $5 book bags they ran on sale at back-to-school time prior to purchasing this one. Those bags lasted 2-3 years. This definitely should last several years with what they charge and considering their "quality" construction.

I love LL Bean but expect their items to hold up and this didn't meet my expectations.

 

[allison443]

OK I will add my 2 cents.

I think the OP has the right to return the backpack because she wasn't satisfied that it only lasted one year. The company does say you can return it if not satisfied.

However, they do not promise to replace the item, do they? They just say you can return it at any time. They are giving you your refund so you are in the same position you were in before, plus you got one year's use of a backpack.
They allow these returns, but they don't say they will replace it.

Also, I don't think $20 or $30 is so expensive that the backpack should last for many years. Underarmour ones are a lot more, and Jansport are around $20 or $30, aren't they?

 

[allison443]

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.

Are you saying that they used to have a "lifetime" guarantee? Because they don't have that now, do they? Maybe it has changed. How do you know what the warranty was when these items were bought for you?


How old were the items you were trying to get replaced?

 

[ExPirateShopGirl]

I agree with the OP's DH. Credit for what she paid for the backpack is a perfectly reasonable resolution. If LL Bean dropped the price of the same backpack today you can bet anyone returning a higher priced item would expect a refund.

Either take the backpack to your local seamstress for repair or return it and get a new one.

I have 2 kids and even though their school years are exactly the same number of days, one goes through backpacks at an alarming rate while the other one has backpacks I bought 5 or 6 years ago. I'm no scientist but even I can see when a pattern develops! To be fair, the one who is easy on backpacks never met a cellphone she couldn't kill. The backpacks are much cheaper to replace!!!

 

[MichelleinMaine]

As Plummer925 stated, the LLBean guarantee- on their website, their sales receipts and IRC their packing slips as well- says if you're not 100% satisfied, you can return items bought there at any time.

OP wasn't satisfied, LLB offers to refund her money. Seems exactly what their guarantee says to me.

It doesn't say anything about replacing with a comparable item.

Also agree that there are few companies that offer that level of satisfaction, particularly in light of how often the policy is abused. (Not saying OP is abusing it, I agree I'd have expected the strap to last longer.) I'm also local and have heard unbelievable stories from friends who work there about stuff people return- 20 year old hiking boots that have a hole, blantantly misused products... I'm truly amazed LLB has maintained that policy as long as they have.

 

[plummer925]

No, I did not return with the receipt. Funny how they can find someone who bought their's 10 years ago but someone whose was pruchased much more recent can't be found. My son's backpack was bought in 2004 and they can find that one in the system so again tell me why they can't find this one?? No, it is NOT very reasonable and at no point in time was I ever told that I would pay full price for a replacement and be given a discounted rate. I also find it funny how the supervisor said they would investigate and contact me back yet I have heard nothing more from them.

As for walmart, I don't shop there so no need to worry about their customer service.

First - as for the supervisor getting back to you, did YOU call THEM back - you know - the folks who work at LL Bean are human and humans do err. This is a HUGE company that strives for individual customer service and if they said they'd get back to you and didn't, well, that's very unusual and I absolutely would have followed up with them with a POLITE phone call.

LL Bean does not track ANY purchases - I know this from when I used to work there and my husband CURRENTLY works there. That being said - There was at time (SEVERAL YEARS AGO!) that your catalog purchases were visible to the employees but that is not so anymore, so maybe the one bought 10 years ago was during that time?

As someone else posted - your satisfaction is limited to your money back - NO WHERE does it state that they are obligated to give you a more expensive item. If they give you your money back, they have fulfilled their end of the bargain.

It is NOT LL Bean's fault that you chose to not keep your receipt.

Honestly, your expectations are completely unreasonable. For an example - (this a NON LL Bean example!!!) my bed mattress has a 15 year warranty on it. The tags on the mattress show clearly that it was purchased only 4 years ago - one of the springs are loose and I need to return it. I have to have PROOF OF PURCHASE to return it for a replacement or refund (if I choose a more expensive mattress, or the price of this one has increased, I pay the additional...if I choose a less expensive mattress I do not pay additional, but I don't get money back).

LL Bean is not requiring proof of purchase - they take your word that you actually bought the item there and not at a yardsale or goodwill. BUT...if you can't provide proof of what you paid, they are not stupid...they are not going to take your word for what you paid (especially when there is SO much fraud going on) and honestly - do you remember exactly what you paid on an item 6 years ago? No, likely not. So in this case if you did not keep your receipt, they will give you the current price (if its still being sold) or the last selling price (If discontinued).

Why you would be unhappy with that is beyond me!?

The LL Bean guarantee states (and this is the second time I've put this!!!)

"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."

NO WHERE DOES IT SAY THEY WILL REPLACE AN ITEM!!! Their guarantee states that you can RETURN an item NOT get it REPLACED!!!!

You are getting your money back. They fulfilled THEIR end of the bargain.

I realize that you paid more than you are getting (in your case) but since LL Bean doesn't know what you paid (via a receipt) then to expect more than their last selling price is unreasonable.

 

[pilesoflaundry]

Will they give you a flat out refund in store credit or just a refund without replacing it?

I think it's unreasonable on their end. Everyone is saying you used it for a year and it should wear out. No, I disagree. If you paid $30 for a backpack with a guarantee it better last more than one year! I've had $10 backpacks last more than one year.

I can understand asking you to pay return shipping or to ship the defective item back to keep things legit or to discourage people trying to get something free but to not even exchange it doesn't sound right. If some backpacks can last 10 years, a strap should last one and it's not your fault it's a bad backpack.

I stick with the jansport backpacks from target. They are guranteed the same as the other ones but they are so much cheaper so on the off chance it does wear out, I could care less about the warrenty. I have a handful of them going strong, buy them on clearance right about now. I haven't paid more than $15 for any of them, some less than $10.

 

[mjkacmom]

I totally agree with you. It is sad when the OP spent a small fortune on a backpack and it doesn't stand up more than a year yet I bought an inexpensive one from Target a couple of years ago that my daughter still uses today and that girl has a ton of books now. LL Bean has a 100% lifetime satisfaction guarantee and they should honor it. The OP cannot help that these people no longer carry the same backpack just like I cannot help that they discontinued the backpack that fell apart on us. Why should we have to pay more to have the satisfaction guarantee honored??

Um, $29.99 is a small fortune? Really? And as a PP pointed out, it's not a lifetime guarantee, and LL Bean will give her a $29.99 credit - good luck with getting Target to give a full refund on a backpack after a year. Why should the OP get a $39.99 backpack to replace her $29.99 backpack? Why should LL Bean actually lose money? The OP got a backpack for a year, and will now get another new backpack.

 

[csharpwv]

I find it to be so funny that someone would want more out of a product than what they paid for it - we aren't talking a Monet or a Picasso here, folks!

Backpacks don't appreciate in value as they age!

What more could you ask for than an exchange for a similar product - or a refund of your purchase price?

GOOD customer service is hard to find these days - and VERY GOOD customer service is even harder to find - and when someone discover a place on earth other than Disney with EXCELLENT customer service - PLEASE - inform us all so that we can all patronize that business!

"Service after the sale" is a term that has become so dated due to the disposable nature of everything that we buy these days. So few purchases these days are for items that you can expect to hold onto for more than a few years before becoming antiquated - obsolete - or just flat out unusable.

Americans wanted more affordable goods - so we got them - there is a direct correlation to the quality of materials used in the manufacturing of goods and the durability of those goods. The OP paid less than $50.00 for an item - the value of that item is locked in - they can get their money back - or use that money to buy something of equal or greater value as long as they are willing to make up the difference in retail price. I really wish auto makers would give the same deal! Buy your 2011 vehicle using the full purchase price of your 2005 vehicle toward the purchase of your 2011 vehicle. That would be amazing!

Which definition of reasonable do you prefer????

rea·son·a·ble
 
–adjective
1.
agreeable to reason or sound judgment; logical: a reasonable choice for chairman.
2.
not exceeding the limit prescribed by reason; not excessive: reasonable terms.
3.
moderate, esp. in price; not expensive: The coat was reasonable but not cheap.
4.
endowed with reason.
5.
capable of rational behavior, decision, etc.

 

[allison443]

As Plummer925 stated, the LLBean guarantee- on their website, their sales receipts and IRC their packing slips as well- says if you're not 100% satisfied, you can return items bought there at any time.

OP wasn't satisfied, LLB offers to refund her money. Seems exactly what their guarantee says to me.

It doesn't say anything about replacing with a comparable item.

Also agree that there are few companies that offer that level of satisfaction, particularly in light of how often the policy is abused. (Not saying OP is abusing it, I agree I'd have expected the strap to last longer.) I'm also local and have heard unbelievable stories from friends who work there about stuff people return- 20 year old hiking boots that have a hole, blantantly misused products... I'm truly amazed LLB has maintained that policy as long as they have.

I agree, LL Bean is holding up their guarantee. They don't promise a "lifetime guarantee" even though people keep saying that What would that mean, you could buy a backpack for your 5 year old and it would last 85 years? Come on.

It's a satisfaction guarantee. You aren't satisfied, you can return it. To me that implies they will refund your money. Which they offered to do, so what is the problem?

 

[allison443]

I totally agree with you. It is sad when the OP spent a small fortune on a backpack and it doesn't stand up more than a year yet I bought an inexpensive one from Target a couple of years ago that my daughter still uses today and that girl has a ton of books now. LL Bean has a 100% lifetime satisfaction guarantee and they should honor it. The OP cannot help that these people no longer carry the same backpack just like I cannot help that they discontinued the backpack that fell apart on us. Why should we have to pay more to have the satisfaction guarantee honored??

The solution would seem to be to get your refund from LL Bean and replace it with two or three inexpensive ones from Target which you said hold up better.
What is so great about LL Bean's backbacks? I don't think they're any sturdier than Jansport, etc.

Also, I agree that 29.99 is not a small fortune. Target backbacks are often priced on that much (if you don't wait for clearance.)

 

[IndianaPrincess]

Am I missing where they offered to refund her money? I think an exchange of a backpack with the same features would be great, but an exchange of a lower backpack would not be acceptable to me nor would store credit.

I would insist on the nicer backpack or actual money back.

 

[DVC-Don]

LL Beans offer is acceptable to me.

 

[pixiewings71]

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!

Then perhaps they should not use this commercial....

http://www.youtube.com/watch?v=_lhOp1g8YRk

 

[ExPirateShopGirl]

There is nothing in that commercial to imply a lifetime warranty. It's a cute commercial, though. The bags look tough. I've never had a problem with one. Each has lasted as long or longer than I expected them to, given the child each was assigned to.

Then perhaps they should not use this commercial....

http://www.youtube.com/watch?v=_lhOp1g8YRk

 

[disneyofcourse]

They no longer have the life time warranty. I'm guessing on this one-It might be from people abusing the policy. Like people returning a shirt after 15 years and expecting a new one. I honestly think what they offered you was very fair. I have had nothing but great experiences with clothing, shoes, and various other things from L.L. BEAN.

If you are unsatisfied with the product you can return it for your money back or put it towards a new backpack. I think its very fair. They offered to refund the money so just take it and be happy.

 

[IndianaPrincess]

They no longer have the life time warranty. I'm guessing on this one-It might be from people abusing the policy. Like people returning a shirt after 15 years and expecting a new one. I honestly think what they offered you was very fair. I have had nothing but great experiences with clothing, shoes, and various other things from L.L. BEAN.

If you are unsatisfied with the product you can return it for your money back or put it towards a new backpack. I think its very fair. They offered to refund the money so just take it and be happy.

Again, people keep saying this, but has the OP ever said that this was an option offered to her?