L.L. Bean’s New Customer Satisfaction Rule

L.L. Bean’s New Customer Satisfaction Rule

Shawn O. Gorman, Executive Chairman of L.L. Bean, sent an email to customers today about the company’s new return policy. Up until now, if you purchased a product from L.L. Bean, they essentially guaranteed it for life. Apparently, according to Gorman, too many people were abusing their customer satisfaction program. Long a customer of L.L. Bean, and not one to abuse their return policy, I received their email this morning. The time period for product satisfaction is now one year, which is still substantial. But I have to believe a bit of L.L. Bean’s cache has now been lost. This is a brand built on their return policy. To learn more about the change, NPR has a story about it.