Let our news meet your inbox. The news and stories that matters, delivered weekday mornings.
“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,” Gorman wrote in his 'Letter to our Customers.'
The Twitterverse was swiftly up in arms at the news, with customers lamenting the loss of the generous policy, and some blaming "selfish jerks" and "scam artists" for ruining a "satisfaction guaranteed" policy that set L.L.Bean apart from other retailers.
“Your return policy was the only reason I shopped at #LLBean!” wrote one customer.
Your return policy was the only reason I shopped at #LLBean! I shared your amazing service with with friends, colleagues, and more. Now, I'll be sure to suggest they avoid like the plague!
Some people questioned the company's quality, asking “Just wondering if you’re experiencing more returns because your products aren’t made as well as they used to be…"
Ultimately, the cost of the returned goods outweighed profits from the company’s famous duck boot, CEO Steve Smith told The Associated Press. "The numbers are staggering. It's not sustainable from a business perspective."