Returning something to L.L. Bean

mnblade

mnblade

Joined
Feb 7, 2000
Messages
6,667
Just wondering how sincere L.L. Bean is about standing behind their products forever? I'm told you could theoretically send back a 20-year-old shirt and say something like "it's faded too much" and they'd replace it for free. Anyone ever try to return something there years after buying it?

Any other thoughts on L.L. Bean in general?
 
I don't know how they are these days, but about ten years ago I visited their store in Freeport wearing an old pair of deck shoes I got from another company. I asked a salesperson if Bean's shoes would give at the stitching around the tongue like the pair I was wearing, and he told me that I didn't have to worry if they did, because they would repair or replace them. He then proceeded to take my non-L.L.Bean shoes into the back, and had them repaired for me! Similarly, my girlfriend mistakenly mailed a pair of Land's End slippers to L.L.Bean for replacement, and they sent her a note letting her know of her mistake, along with a new pair of comparable slippers. Unfortunately, I've never tried to return actual Bean merchandise to them, so I can't help there, but I suspect that they're pretty good about their own warranties.
 
I have returned several items to LLBean, long after purchasing them for reasons which I felt were defects or premature wear, etc. They have always exchanged the items without hesitation or excuses. If it has an LLBean label there is absolutely no need for a receipt of any kind. I can't recommend them enough. I have made many purchases from them over the years.

The other company mentioned above, Land's End is also excellent to deal with. I inquired about a repair(recoating interior) to an expensive carry-on bag I had bought from them about ten years earlier. They told me to send it in and they would probably do it for free but at most it might cost $10 to $15 dollars worst case.

I sent it in and received a call from them about a week later and they apologized for not being able to fix the particular problem which they thought was a factory defect (their interpretation, not mine!). They then asked me if I would be upset if they replaced the bag with an upgraded model, considerably more expensive, FOR FREE, because my particular model had been long discontinued. THAT IS CUSTOMER SERVICE!!

You can't go wrong when dealing with great companies like these.
 
I returned a backpack with a bad zipper and it was replaced free of charge. 12 years later I returned it again with a ripped strap and a bad zipper. For some reason I can't remember they ended up charging me $12 to fix both. While I was hoping for free, it didn't seem too unfair so I paid them. This pack is in my truck rightnow as my bug-out bag...
 
It is almost embarassing to return something to Bean - they just about apoligise for replacing it! Have had similar experiences to soem ot those listed above and each time have received either a replacement or an item that is better - more expensive - that the one I bought. Each time I was also offered a full refund if I wanted it. Plus they couldn't be nicer on the phone - or in person if you are fortunate to visit their shop in Maine. And a note: if you are shopping in Freeport, stop by the knife shop there - sorry can't remeber the name, but it is a small town and anyone can direct you. All this from the guy who usually posts critical comments too!
 
I bought some Bean neoprene river booties with light soles. I used them on a couple trips to the Yukon and a Grand Canyon run. Toward the end of the latter, the soles started to bubble out (separate) from the neoprene a little. Although I had used them a lot, they still had some good tread on the soles. I thought about injecting a little raft repair cement through the outer soles and called Bean to ask for advice. They said they'd be happy to replace them and did so. Can't ask for much better than that.
 
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