J A.

The zipper on my beloved LLBean down jacket that I bought in 2015 became stuck and when I pulled it apart 3 of the zipper teeth broke off. I contacted their customer service and I received a response in less than a day saying I could return it for inspection. I did and included a note saying if they determined the zipper to be defective, I would be happy with a partial refund or crediting the cost of a replacement jacket which was quite a bit less than the one I was returning. I also said if they couldn't do that, to please return the jacket and I would have a seamstress put in a new zipper. I just got an email (from the same customer service representative who wrote the original email) saying they were crediting me the full amount. For a 4 year old jacket! Now that's great service and a company that stands by its products!