Posts Tagged ‘Shawn O. Gorman’

Service of Going Too Far: L.L. Bean Puts its Boot Down

Thursday, February 15th, 2018

Some customers take advantage of businesses—we’ve all seen the type and I’ve written about this before. I have 32 posts under “cheating,” though admittedly in most cases, the swindler was a company.

Photo: firewireblog.com

An e-letter to consumers signed by L.L. Bean’s executive chairman, Shawn O. Gorman, has put the brakes on some of the nonsense. He wrote: “a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years. Others seek refunds for products that have been purchased through third parties, such as at yard sales.”

I don’t know if Brooks Brothers still has its policy but I knew a successful PR man in the day who wore a necktie for a few years and returned it, no questions asked, leaving the store with a new one. There was nothing wrong with the tie. He simply wanted a new one.

According to the new L.L. Bean policy, you’ll have one year to return an item which must be accompanied by proof of purchase. If a product is defective, they’ll work with you “to reach a fair solution.” The letter included a link to the full return policy, at llbean.com.

The letter ended: “Thank you for being a loyal customer and we look forward to continuing to inspire and enable you to Be an Outsider.”

Do you know what Gorman’s reference to “Be an Outsider” means? Do you agree with the step Mr. Gorman took? Can you blame him? Do you wonder why it has taken so long? Don’t most stores have a similar policy?

 

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