Unhappy with LLBean backpack and their response

[plummer925]

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

Yes she did - in her original post:

"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."

When she actually returns it she will get her $29.99 (plus tax if she bought it here in Maine - will get tax back if she paid tax - sometimes there is not a tax charged if bought through the catalog). She can get this in the form of a CHECK (meaning she can cash it for cash), or a merchandise credit.

 

[pixiewings71]

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.

In the commercial it clearly states K-12, implying that the bag will last for your child's complete K-12 school career. I don't have anything from LL Bean but if I bought a backpack based on that commercial and it fell apart in less time then that I would not be happy.

Yes she did - in her original post:

"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."

When she actually returns it she will get her $29.99 (plus tax if she bought it here in Maine - will get tax back if she paid tax - sometimes there is not a tax charged if bought through the catalog). She can get this in the form of a CHECK (meaning she can cash it for cash), or a merchandise credit.

that is not a refund, that is an exchange.

 

[plummer925]

In the commercial it clearly states K-12, implying that the bag will last for your child's complete K-12 school career. I don't have anything from LL Bean but if I bought a backpack based on that commercial and it fell apart in less time then that I would not be happy.



that is not a refund, that is an exchange.

She does NOT have to exchange it - she can send the bag back and get her money back!!!

This thread is so stupid - why don't some of you who keep questioning it simply look at the LL Bean website or call them!?

I am a former employee and my husband is a current employee - I have this knowledge FIRST HAND!

I'm done posting here since there seems to be no common sense!!!!

 

[allison443]

In the commercial it clearly states K-12, implying that the bag will last for your child's complete K-12 school career. I don't have anything from LL Bean but if I bought a backpack based on that commercial and it fell apart in less time then that I would not be happy.



that is not a refund, that is an exchange.

Sending a check to a customer for the amount they paid is a refund. Do you understand that?

 

[allison443]

In the commercial it clearly states K-12, implying that the bag will last for your child's complete K-12 school career. I don't have anything from LL Bean but if I bought a backpack based on that commercial and it fell apart in less time then that I would not be happy.

That isn't a lifetime guarantee though, is it?

 

[maxiesmom]

Who honestly believes everything they see in a commerical anyway? I don't think cheesecake flavored yogurt is as good as the real deal, so should I sue Yoplait because they imply it is?

And people wonder why most stores are cracking down on their return policies. It is partly because of people who use things for years, and then return them when they are worn out, demanding a fresh replacement.

The OP got a fair offer. After a year and a half most places wouldn't be that nice.

 

[BellePrincessBelle]

I can not belive people are still saying a lifetime guarantee!! It's a SATISFACTION guarantee & LL Bean has offered to make her whole end of story. They are willing to honor their promise she just refuses to understand their policy as, apparently, do many other people.

 

[maxiesmom]

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

This is their guarantee. No where does it state ANYTHING ABOUT A LIFETIME WARRENTY. It says is you are not satisfied, return it, and get your money back. That is indeed what they are offering the OP.

 

[deedeetoo]

Hi OP here.

Just to be clear, they never offered me a refund. Maybe they would have if I had pressed the matter, but they didn't. What they offered me was a credit towards a more expensive backpack and I had to pay the difference. All I really wanted when I called was to have the strap repaired but they didn't offer that either. I think I will check to see if I can find someone with a commercial sewing machine so that I can just have it fixed. I will think twice before buying an LL Bean backpack again.

 

[maxiesmom]

Hi OP here.

Just to be clear, they never offered me a refund. Maybe they would have if I had pressed the matter, but they didn't. What they offered me was a credit towards a more expensive backpack and I had to pay the difference. All I really wanted when I called was to have the strap repaired but they didn't offer that either. I think I will check to see if I can find someone with a commercial sewing machine so that I can just have it fixed. I will think twice before buying an LL Bean backpack again.

They offered to credit you for the amount you had spent on your backpack. To say that is not a refund is splitting hairs at this point.

Before you decide to not buy a LL Bean backpack again, do you realize that if the same thing were to happen with a backpack from Target or Kmart or Walmart or most any other place, they would not even offer to exchange it for you? LL Bean is going above and beyond what most any other store would do for you. They did not offer you a lifetime guarantee, and if you thought that is what they had, that is not their fault. Don't cut off your nose to spite your face.

 

[IndianaPrincess]

They offered to credit you for the amount you had spent on your backpack. To say that is not a refund is splitting hairs at this point.

Before you decide to not buy a LL Bean backpack again, do you realize that if the same thing were to happen with a backpack from Target or Kmart or Walmart or most any other place, they would not even offer to exchange it for you? LL Bean is going above and beyond what most any other store would do for you. They did not offer you a lifetime guarantee, and if you thought that is what they had, that is not their fault. Don't cut off your nose to spite your face.

No way is that splitting hairs. It's not a refund. A refund is getting money back (check, cash, credit on charge card). Getting money spent back after further purchase - that's store credit, but I'd pick even a gift card over that.

Thank you to the original poster for coming back and clearing up that she wasn't offered her money back. I was losing sleep. Not really, but I wouldn't call this thread stupid. It was interesting to see how others looked at the situation and how'd they handle it.

But I guess I better go look for some common sense since I disagree with Mrs. Plummer925, wife of current LL Bean employee.

 

[jodifla]

You buy from LL Bean because you expect their products to last.

This is obviously a FAULTY product since it only lasted a year....and we are hearing that from multiple sources.

I think their offer is lousy. They should replace the bag with a similar bag if they care about their reputation.

 

[jodifla]

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.

People buy from LL Bean because the quality is supposed to be better than items from Target and the like.

This bag clearly isn't....since multiple people state that it falls apart in less than a year.

A company of LL Bean's alleged caliber SHOULD replace the bag. It's not like she's trying to scam the company out of money...she wants a QUALITY bag that they did not provide her.

But when I read an answer like yours trying to defend LL Bean, I know what I should do:

Buy at Land's End. My son's backpack looks brand new after a year. THAT'S QUALITY.

 

[Leajess99]

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?
First off, yes they do track your purchases. If they didn't than how do they know what items I have ordered off line?? Yeah, I thought you could not answer that one since all but 1 of my previous purchases were read off to me.

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.

Okay, and at no point in time do I want something that cost more than what I paid. I would be satisfied had they given me what I paid which they did NOT.

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

Okay, so you keep ALL receipts from years past?? Hmm, and how many times have you moved?? I have moved many times so things do get thrown out and lost.

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).

My expectations are NOT unreasonable. I expect them to return what I paid for the item per their guarantee.

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!!!!

Again, if they return what I paid than I will be satisfied. Like I said, it is funny how they can find the oldest back pack purchased yet can't find this one. Also, if it were bought at Goodwill than how does it have the same Monogram as the replacement one does?? I could understand if the monogram had to be changed but it didn't as I paid for it and had it monogrammed for MY child. Again, they could have given me what I paid for it but they did NOT!!!!!!!!!!
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.

You can keep defending them but since I am NOT the only one they have pulled this with I will stand by my opinion that their service sucks. Again, this is not the only issue I have had with them but it will be my last!!!!!!!!!!!

 

[jodifla]

You can keep defending them but since I am NOT the only one they have pulled this with I will stand by my opinion that their service sucks. Again, this is not the only issue I have had with them but it will be my last!!!!!!!!!!!

Yes, they are being very shortsighted.

 

[Leajess99]

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.

I have NEVER had a backpack from Target last less than a year. Target also does NOT make those backpacks and if you contact many of the companies they do stand behind their products so the comparison is flawed.

 

[Leajess99]

They offered to credit you for the amount you had spent on your backpack. To say that is not a refund is splitting hairs at this point.

Before you decide to not buy a LL Bean backpack again, do you realize that if the same thing were to happen with a backpack from Target or Kmart or Walmart or most any other place, they would not even offer to exchange it for you? LL Bean is going above and beyond what most any other store would do for you. They did not offer you a lifetime guarantee, and if you thought that is what they had, that is not their fault. Don't cut off your nose to spite your face.

Target, Kmart and Walmart do NOT make the backpacks. They are stores that sell the items. They are made by different companies so you are trying to make comparisons that are so far flawed that the logic is lacking. LL bean makes their backpacks and offers a lifetime satisfaction guarantee. If I buy a back pack from Target that is made by Jansport or whatever manufacturer than I would in fact contact Jansport if it falls apart within an unreasonable time. It is left up to the company that made/manufactured the backpacj to determine how important customer service is then.

 

[pixiewings71]

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 quoted the OP to make my point. But I didn't need to because she did come back to confirm my point. anyway no where in this OP did the OP state she as offered a check, thus NO refund, she was offered an exchange in which she would be required to pay MORE because they not have the same item she purchased.

She does NOT have to exchange it - she can send the bag back and get her money back!!!

This thread is so stupid - why don't some of you who keep questioning it simply look at the LL Bean website or call them!?

I am a former employee and my husband is a current employee - I have this knowledge FIRST HAND!

I'm done posting here since there seems to be no common sense!!!!

Ummm excuse me, no need to yell at me, I have not yelled at you once. This thread is NOT stupid at all, whether you are a past employee or your DH is a current employee really has no bearing on this thread. The OP was NOT offered a refund, she was offered an exchange only. Your information is valuable because you have first hand knowledge, unfortunately it's not what the OP is being offered.

Sending a check to a customer for the amount they paid is a refund. Do you understand that?

Do you understand that the OP was NOT offered a check. She was offered an exchange ONLY. Why do people not understand that??

That isn't a lifetime guarantee though, is it?

Hi there, I NEVER said ANYthing about the company offering a lifetime replacement, what I said was under 2 years was not considered lifetime to me and then I posted the commercial referencing the implication that the backpack would last from K-12. I have no idea what their actual policies are, we don't have LL Bean here so I've never bought from them. Satisfaction policy and lifetime guarantee are 2 different things. I based my responses on the OP and many follow up posts, unfortunately I did not visit the LL Bean website to view the policy myself so that's what my comments are based on.

Hi OP here.

Just to be clear, they never offered me a refund. Maybe they would have if I had pressed the matter, but they didn't. What they offered me was a credit towards a more expensive backpack and I had to pay the difference. All I really wanted when I called was to have the strap repaired but they didn't offer that either. I think I will check to see if I can find someone with a commercial sewing machine so that I can just have it fixed. I will think twice before buying an LL Bean backpack again.

Thanks for clarifying Deedeetoo. I for one appreciate that.

They offered to credit you for the amount you had spent on your backpack. To say that is not a refund is splitting hairs at this point.

Before you decide to not buy a LL Bean backpack again, do you realize that if the same thing were to happen with a backpack from Target or Kmart or Walmart or most any other place, they would not even offer to exchange it for you? LL Bean is going above and beyond what most any other store would do for you. They did not offer you a lifetime guarantee, and if you thought that is what they had, that is not their fault. Don't cut off your nose to spite your face.

It's not splitting hairs, they did not offer a refund, they offered her an exchange. That's it, nothing else, just the exchange which is not a refund.

No way is that splitting hairs. It's not a refund. A refund is getting money back (check, cash, credit on charge card). Getting money spent back after further purchase - that's store credit, but I'd pick even a gift card over that.

Thank you to the original poster for coming back and clearing up that she wasn't offered her money back. I was losing sleep. Not really, but I wouldn't call this thread stupid. It was interesting to see how others looked at the situation and how'd they handle it.

But I guess I better go look for some common sense since I disagree with Mrs. Plummer925, wife of current LL Bean employee.

Target, Kmart and Walmart do NOT make the backpacks. They are stores that sell the items. They are made by different companies so you are trying to make comparisons that are so far flawed that the logic is lacking. LL bean makes their backpacks and offers a lifetime satisfaction guarantee. If I buy a back pack from Target that is made by Jansport or whatever manufacturer than I would in fact contact Jansport if it falls apart within an unreasonable time. It is left up to the company that made/manufactured the backpacj to determine how important customer service is then.

ITA, DD14 has a Jansport, so does DD10, if we had issues with either of them I would contact Jansport not Target, which is where I purchased them. Of course Target wouldn't take them back, they didn't make them, they don't guarantee or warranty them, however Jansport does. We bought DD10 a Jansport because DD14 has had her Jansport for 3 school years now, she's on her 4th one and that backpack is amazing, not one problem, not one tear or flaw, but if there was an issue I would contact Jansport and see what they offered me.

So for the record, I do not buy from LL Bean, I did see the commercial I posted and that implied to me that the bag would last for quite some time. Also, I do not know what the policies are for LL Bean but I personally do not feel that 1 year of use is good enough for ANY backpack, be it a $100 backpack or a $10 backpack and yes, if I purchased a backpack and it started to fall apart after 1 year of use I would contact the mfr and see if they could help me.

ETA-OP I hope you get some resolution on this. Let us know how this plays out please, I for one am very interested.

 

[luvthemouse71]

I've bought 2 backpacks from Ll Bean and both have served me well for years..IMO they are being reasonable about the OPs situation. I guess I really don't get why being charged a difference of $10 is a big deal, they no longer make the other backpack, the next closest thing is $10 more. I think I'd be fighting bigger battles than this one.

 

[ExPirateShopGirl]

The commercial also states if your journey is a 'day' - wouldn't that also imply that a day's worth of use could be expected, as well? I would never take K-12 to mean the entire grammar school years of a child. That is ridiculous... I would take it to mean anytime during those years. How many kids are still carrying the same backpack as a senior they carried in Kindergarten? No self-respecting 12th grader....

In the commercial it clearly states K-12, implying that the bag will last for your child's complete K-12 school career. I don't have anything from LL Bean but if I bought a backpack based on that commercial and it fell apart in less time then that I would not be happy.



that is not a refund, that is an exchange.