Michelle Zaleski of Marlborough, Mass., said she anxious that the new L.L. Bean policy could mean the company was reducing the quality of its products. L.L. Bean said in some cases, people are trying to get a refund for something they bought second-hand at a yard sales.
Calling out a "small, but growing number of customers" who abused the no-questions-asked policy, the outdoor gear and apparel company will limit returns to one year after purchase - and require a receipt, it said in a letter to customers.
L.L. Bean has been considering changing the policy since at least February of past year, and is now making the change because some of us don't deserve the company's longstanding good faith.
Gorman said the policy changes will affect only a small percentage of returns. After one year, we will consider any items for return that are defective due to materials or craftsmanship. "It's not sustainable from a business perspective".
The company is also imposing a $50 minimum for free shipping as part of a belt-tightening that includes a workforce reduction through early retirement incentives and changes in workers' pension plans.
"Based on these experiences, we have updated our policy".
But now a dark age descends upon fishermen, hikers, and the like, as L.L. Bean has updated its return policy, diminishing the return window to one year, according to an official statement from the brand.
Leon Leonwood Bean, the company's founder, is credited with launching the policy when 90 of his first 100 hunting shoes were returned. "The satisfaction guarantee and the intent of the guarantee is very much still intact", Smith added.
The lifetime return policy dates back over a century, according to USA Today.
"L.L. Bean to us is a quality name, and that means they should stand by their word", Ms. Zaleski said. Over the last five years, L.L. Bean lost $250 million on returned items that were so low quality, they had to be destroyed rather than donated. It let generations of customers know that if they became unsatisfied with a purchase for any reason, at any point, L.L.Bean was willing to accept the item back.