Randy D.

I have been an LLBean customer for decades. I would agree that they have been a fine company to deal with and buy from for most of that time. However, and sadly, in the last year from my own experience, they have drastically changed their returns process. Whereas before, on the rare occasions when I needed to return something due to a workmanship defect, they were prompt, courteous, and sincerely interested in making whatever was wrong, right. As you may know, in the last several years, they changed from an open date return policy to a more typical, one year policy. Unfortunate, but understandable. But this last year, they have started micro managing each return, and challenging anything they can to try and say that a defect is "normal wear", in order to keep from having to stand by their warranty of even a year. The recent experience I had was to order in November 2021, a pair of their lined, double soled bison house slipper mocs. Wonderfully comfortable, and a delight in every way. Because of their materials and excellent construction, I presumed they would live longer than I would. However, the right slipper wore through the outer leather sole by Feb 2022. Odd, but I put it down to a thin piece of leather that had slipped through the QC process. Returned for an exchange. Finally received a call mid March from the "Returns Evaluation Dept" trying to say that, although they hadn't seen any significant number of this item being returned, perhaps this was Normal Wear and Tear.
Pointing out that the other shoe showed no signs of wear-through made no impression. Pointing out that this was a house slipper and not a running shoe made no dent in the absurdity of this position. Reluctantly, the person to whom I spoke agreed to send the replacement, but only with the admonition that if this were to happen again, it wouldn't be honored under their warranty.
Conclusion: Somebody in Cost Containment has clearly gotten the idea that the returns dept is a big problem and must be brought to heel. Presumably, if this is not just my individual experience, this will be an unfortunate, but passing, phase, since it will ultimately dampen sales. For now, I can only say that I will consider shopping with them on par with any other typical, big box clothing/outdoor store. And I will assume that I am considered simply a consumer unit, and not an appreciated customer. If I buy, fine; if I don't, fine. I can always be replaced with another consumer unit.