While most companies let people return a product a month or two after purchase if something goes wrong, some companies go above and beyond by offering a lifetime guarantee. The idea is to ensure customers that nothing will go wrong with the product during its lifetime, and if something does go wrong, the company will either replace the item or reimburse them the cost of the item. A lifetime guarantee is a sign that the company believes in the quality of its products and will go to great lengths to make sure their customers remain satisfied.
But some people choose to interpret “lifetime warranty” to mean the product is guaranteed to last for the rest of their lifetime, rather than the standard lifetime of the product. According to Shawn O. Gorman, the Executive Chairman of L.L. Bean, some customers were taking advantage of the company’s lifetime warranty to mean anything they bought from the company would not be subject to wear and tear, and if it were, the company should reimburse them for the item or replace it.
According to an open letter to the public released by the company on February 9th, some people were taking advantage of the lifetime guarantee by trying to get replacements or reimbursements for products several years after they had been purchased. Some had even sought replacements or reimbursements for used L.L. Bean items they had bought at garage sales. As a result, the company recently decided to get rid of its century-old lifetime guarantee and to replace it with a one-year warranty – which can only be used if the customer still has their receipt. The company said it will still work with customers who want to return or get reimbursed for a product more than a year after the date of purchase, but only if the product is defective. Continue reading