LL Bean Changing Returns Policy

[rickb]

Pretty simple really. You honor the warranty for items sold before the policy change... .

I think that is what they are doing.

Looks like the lead plaintiff in the Class Action suit was not even denied a return — and that he was seeking redress for a tort that never happened!

IANAL, but if that is the case I hope LLBean finds a way to sic their own lawyers on those who filed this claim.

[BillyGr]

It seems like the issue could be that many people bought items over the years and never kept their proof of purchase (since you wouldn't need it with the old policy that made sense).

Now they may be concerned that they are not going to be able to get what was promised to them (since they have no way to prove that the item was purchased prior to the change in the rules).

Thus those folks could be denied claims that should be valid, which may be where the lawsuit is coming from? Not knowing if they will have an item that fails next week, or next year and wanting to be sure preemptively that it won't be an issue when/if it happens?

[Time Zone]

As I've thought about this, I have a hard time figuring out why I'd use LLB much going forward for hiking or backpacking gear. They seem to have about the same warranty as REI now, but REI has a lot bigger selection and a lot more retail stores (incl. ones that are closer to me), so there's not likely a shipping cost (or hassle) either at purchase or if a warranty return within 1 year is needed. Yada yada yada, under their new warranty, what's their competitive advantage? I'm not sure they have one, esp. given their rather limited offerings.

Imagine if instead they charted a middle ground. Indefinite warranty, but a) you had to have a receipt and be the original purchaser, b) ordinary wear and tear is excluded. So if you have a newish looking pack or boot where the stitching is coming undone, they cover it, even if it's 18-24 months old. If the items looks pretty worn, and old, say, it's not covered. Anyway, that's just one idea that could have maintained some reason to buy from them over REI (if you're open to buying from them in the first place).

[Doc]

I had a MATC meeting at the Freeport store this morning and walked by the returns area. Usually there is a long line but today it seemed to be only one or two folks returning stuff. I will continue to buy from them because I really like their products and I want to support a business that is a huge supporter of the AT. I have no worry if I should return an item that proves defective that they will stand behind it. They have my purchase history going back several years so it is easy for them to see that I bought it and did not get it at Goodwill.