L.L. Bean has dropped its legendary return policy

[mollyc]

Proof of purchase is a pretty big burden if they use paper receipts.

Not so bad if they use email receipts like Apple or a membership record like Costco so you don't need a receipt at all.

We did a Christmas exchange and return with no receipt (same receipt, different items, different days) and they looked us up by phone number. The original purchase was online, so that probably helped.

 

[Scepticalscribe]

If a product has 5 years warranty and you use it constantly but breaks at year 4, it'd be shady and dishonorable to return it giving the fact you'd have enjoyed 4 full years of use. Having your full money back would be stealing. In any case, the Company should fix it, not refund you.

Nonsense.

"Shady"? "Dishonourable"?

This is a legal contract that they have offered with such a warranty.

If a company offers a five year warranty, I expect them to honour that warranty and would have no hesitation whatsoever availing of it if something did indeed go wrong in the fourth year of my ownership; such products are usually sold at a premium price, and, while I am willing to pay such a price, I expect the service and warranties that usually go with such a price.

If, however, the company feels (because of outsourcing, or the use of cheaper materials, or a workforce that is less skilled and less well paid) that they can no longer offer such lengthy and generous warranties, then that is their choice. However, it sends a signal that the quality of their goods is no longer what it was.

 

[rafark]

Nonsense.

"Shady"? "Dishonourable"?

This is a legal contract that they have offered with such a warranty.

If a company offers a five year warranty, I expect them to honour that warranty and would have no hesitation whatsoever availing of it if something did indeed go wrong in the fourth year of my ownership; such products are usually sold at a premium price, and, while I am willing to pay such a price, I expect the service and warranties that usually go with such a price.

If, however, the company feels (because of outsourcing, or the use of cheaper materials, or a workforce that is less skilled and less well paid) that they can no longer offer such lengthy and generous warranties, then that is their choice. However, it sends a signal that the quality of their goods is no longer what it was.

As I said, in any case, the company should fix it within warranty. I'd be ashamed to ask for a refund on something I've used for some time as I'm not someone who lives off other people's work.

 

[Scepticalscribe]

As I said, in any case, the company should fix it within warranty. I'd be ashamed to ask for a refund on something I've used for some time as I'm not someone who lives off other people's work.

If the product fails to perform as promised during the warranty period consumer protection legislation requires that the company remedy the matter.

This has nothing to do with "shame", or acting in any way in a "shady" or "dishonourable" manner, it is merely enforcing a right guaranteed by the company and reinforced by consumer rights legislation.

If the company offers such a warranty, they expect the product to perform faultlessly during the period stipulated in the warranty. In that case, let them honour it.

 

[an-other]

Luggage with defects I could see, and presumably would still be covered now. A lot of other stuff though, I’ve had a hard time coming up with reasonable scenarios.

The LL Bean thing just details times have changed. The concept of a "brand relationship" is gone. I've always counted on LL Bean products to be fairly priced, well made, and well-supported. "Back in the day" mail order was an inconvenience, and it would take a week or two to get things! I can't recall any purchase I've regretted or returned. Now price/convenience are king, so the support has to reflect that.

I'm a bit of luggage geek, and my experience is based on decades. I switched from Samsonite to Travelpro when wheeled suitcases became the rage. The durability of Travelpro (wheel pieces disintegrating) had me go to Tumi. Head and shoulders above the rest of years. The warranty was lifetime, however on occasion you'd have to pay an inflated price to get them shipped back to the factory for repair (but you do get a loaner bag. One was a flowered art design that was a bit embarrassing. Not the flowers. the garish design...). The key thing Tumi worked out was the lightweight/durability thing. Tumi business has through changes, and they're now owned by Samsonite. The warranty is gone, too. My "go to" bag's plastic inner frame cracked again (something they've replaced in front of me a couple times for free), and I was told so sorry, "out of warranty." I didn't get much of a response when I asked, "Could you explain what lifetime the lifetime warranty applied?" I do still rate their Alpha line, and I know many people who have been very satisfied with their Tegra line (although it can show wear after a few check ins.) The Alpha backpack is probably the best single piece of luggage I've ever bought.

I switched over to Rimowa and have nothing but positive things to say about the bag. Well, except for the price. They can show wear, however it's almost part of the Rimowa thing to have wear on your bag. The downside is the bag is 0.3" bigger than what some airlines allow for carry on (linear measure of L, W, H). Generally not a problem, but I have been forced to check it twice. They were acquired by LVMH a few years, ago. I haven't noticed on any changes.

I try a few different bags out, and the days of true brand loyalty are gone.

What should you get? Everyone has opinions for sure. The durability (and warranty) are key decision factors for me. There's also some "status" things you may have to consider, too depending on your job/usage. I have no recent experience or know anyone using Samsonite or Hartmann. I cannot make any comment on them as a result.

I would strongly recommend Away Luggage. They're a disrupter type company, and I'm beyond surprised how good the bag is. They have a battery charger included (which I viewed as a negative) but it's a push and pop out type thing, and I have found it convenient.) Quality is up there with Rimowa as far as I can tell. I do find the Rimowa prettier but that's my personal preference. They have a great price point, too. I also like how their suitcases store like "Russian nesting dolls" which saves a bunch of space.

Brookstone have an incredible warranty. I've seen a colleague swap out a damaged suitcase in an airport store.

Costco makes great luggage, too under their Kirkland brand.

LL Bean bags are solid too. A bit more utilitarian than stylish. That's an issue for some people.

You can't go wrong with the Tumi alpha series, especially if you're a business traveller. I'm just a jilted lover with the brand.

Briggs and Riley? Everyone talks glowingly about this brand and their no handle interior flat interior design. They also are supposed to have an impressive warranty. No one in my circles has ever used this brand which I've always found curious based on reputation. Please share your opinions if you get one!

My next bag I'm trying is from LAT_56. I'm "experimenting" with a suit bag that's not a roller one as I'm on more commuter flights these days. I need the time savings of being able to carry on my bags. I've read some very positive and negative things, so I haven't a clue if it'll be any good.

The last guidance is to understand a bag is going to eventually get damaged or wear out. Don't ruin your trips by angry thoughts as some airline employee toss your bag down a jet way to the tarmac. Don't freak out if you have to check your bag. Don't be one of the <insert word> that runs over an older feeble woman because your "special bag" has to grab the last carry on space, and that trumps moral decency.

My hand is raised I've hijacked this thread, and likely bored some LL Bean fans with my comments. This isn't a topic you get to talk about often, so I'm exploiting the opportunity.

Oh, I love Patagonia canvas bags....

 

[Scepticalscribe]

The LL Bean thing just details times have changed. The concept of a "brand relationship" is gone. I've always counted on LL Bean products to be fairly priced, well made, and well-supported. "Back in the day" mail order was an inconvenience, and it would take a week or two to get things! I can't recall any purchase I've regretted or returned. Now price/convenience are king, so the support has to reflect that.

I'm a bit of luggage geek, and my experience is based on decades. I switched from Samsonite to Travelpro when wheeled suitcases became the rage. The durability of Travelpro (wheel pieces disintegrating) had me go to Tumi. Head and shoulders above the rest of years. The warranty was lifetime, however on occasion you'd have to pay an inflated price to get them shipped back to the factory for repair (but you do get a loaner bag. One was a flowered art design that was a bit embarrassing. Not the flowers. the garish design...). The key thing Tumi worked out was the lightweight/durability thing. Tumi business has through changes, and they're now owned by Samsonite. The warranty is gone, too. My "go to" bag's plastic inner frame cracked again (something they've replaced in front of me a couple times for free), and I was told so sorry, "out of warranty." I didn't get much of a response when I asked, "Could you explain what lifetime the lifetime warranty applied?" I do still rate their Alpha line, and I know many people who have been very satisfied with their Tegra line (although it can show wear after a few check ins.) The Alpha backpack is probably the best single piece of luggage I've ever bought.

I switched over to Rimowa and have nothing but positive things to say about the bag. Well, except for the price. They can show wear, however it's almost part of the Rimowa thing to have wear on your bag. The downside is the bag is 0.3" bigger than what some airlines allow for carry on (linear measure of L, W, H). Generally not a problem, but I have been forced to check it twice. They were acquired by LVMH a few years, ago. I haven't noticed on any changes.

I try a few different bags out, and the days of true brand loyalty are gone.

What should you get? Everyone has opinions for sure. The durability (and warranty) are key decision factors for me. There's also some "status" things you may have to consider, too depending on your job/usage. I have no recent experience or know anyone using Samsonite or Hartmann. I cannot make any comment on them as a result.

I would strongly recommend Away Luggage. They're a disrupter type company, and I'm beyond surprised how good the bag is. They have a battery charger included (which I viewed as a negative) but it's a push and pop out type thing, and I have found it convenient.) Quality is up there with Rimowa as far as I can tell. I do find the Rimowa prettier but that's my personal preference. They have a great price point, too. I also like how their suitcases store like "Russian nesting dolls" which saves a bunch of space.

Brookstone have an incredible warranty. I've seen a colleague swap out a damaged suitcase in an airport store.

Costco makes great luggage, too under their Kirkland brand.

LL Bean bags are solid too. A bit more utilitarian than stylish. That's an issue for some people.

You can't go wrong with the Tumi alpha series, especially if you're a business traveller. I'm just a jilted lover with the brand.

Briggs and Riley? Everyone talks glowingly about this brand and their no handle interior flat interior design. They also are supposed to have an impressive warranty. No one in my circles has ever used this brand which I've always found curious based on reputation. Please share your opinions if you get one!

My next bag I'm trying is from LAT_56. I'm "experimenting" with a suit bag that's not a roller one as I'm on more commuter flights these days. I need the time savings of being able to carry on my bags. I've read some very positive and negative things, so I haven't a clue if it'll be any good.

The last guidance is to understand a bag is going to eventually get damaged or wear out. Don't ruin your trips by angry thoughts as some airline employee toss your bag down a jet way to the tarmac. Don't freak out if you have to check your bag. Don't be one of the <insert word> that runs over an older feeble woman because your "special bag" has to grab the last carry on space, and that trumps moral decency.

My hand is raised I've hijacked this thread, and likely bored some LL Bean fans with my comments. This isn't a topic you get to talk about often, so I'm exploiting the opportunity.

Oh, I love Patagonia canvas bags....

Great (well-written and exceptionally informative) post; I enjoyed reading it. Thanks for taking the time and trouble to compose it.

 

[senseless]

I don’t like generous returns or warranties because I know I’m subsidizing abusers. I knew a guy who would routinely buy a new expensive camera for travel and return it when he got home.

 

[tgara]

I don’t like generous returns or warranties because I know I’m subsidizing abusers. I knew a guy who would routinely buy a new expensive camera for travel and return it when he got home.

Ditto. I know a guy who lives near Freeport, ME goes to Good Will stores or tag sales, buys used LLBean clothing for pennies, then exchanges them at the store for new items.

That said, I have used the Sears Craftsman lifetime warranty once or twice when a wrench or screwdriver was legitimately damaged. But I never felt I was abusing it.

 

[lowendlinux]

Wouldn't it be nice if people has some class...

There are so few quality companies out there why abuse one of the few remaining ones?

 

[2298754]

Ditto. I know a guy who lives near Freeport, ME goes to Good Will stores or tag sales, buys used LLBean clothing for pennies, then exchanges them at the store for new items.

Yup. Goodwill and other stores in the area started crossing out the tags with Sharpies because of this.

 

[vespagirl]

Sometimes, with high end suitcases that come with generous guarantees - five or ten years, or 'a lifetime' - (Samsomite, or Rimowa, or Hartmnan, for example) wheels can be problematic, - Scandinavian friends had Samsomite suitcases repaired (which had developed a flaw) - with grace, the warranty honoured without a whimper of protest - not long before the warranty ran out.

Anyway, travel and wear and tear can give rise to flaws in the workmanship.

If a product is guaranteed for five or ten years, and a flaw appears that is covered by the warranty, I would have no hesitation in availing of it; the high initial price included the warranty - which the company would have offered as a guarantor of the quality of their product.

My mother always advised me to buy the best luggage I could afford; her argument was that the build quality and workmanship would be a lot better, the warranties would be better and honoured, and the suitcase would be a lot better balanced and much more easily manoeuvred around when travelling, not least around airports.

So that may fall under their new policy of going on a case by case basis when determining warranty.
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Great (well-written and exceptionally informative) post; I enjoyed reading it. Thanks for taking the time and trouble to compose it.

Agree, well written. Obviously not from someone who wants to BORROW an item from a retailer and then return it when finished with it. We can all sit here and opine that we'd never buy something LLB labeled from a yard sale and then make a warranty claim on it, but now I think we are the minority and that's just sad. I've been an LLB customer for decades and will continue to be. I expect to get what I pay for, that it will perform, and 99.9% of the time, it does exactly that in normal real world conditions. I'm not mart of the Marvel/DC universe and don't run through burning buildings, so it works out for me in the end.