Returning defective merchandise - PeachParts Mercedes-Benz Forum

Dee8go · #1 07-17-2007, 11:01 AM

I am returning some defective luggage to Land's End today. I say it's defective, but then I've had this piece of luggage for over twenty years, but the zippers have fallen apart and I really like the bag. I told the customer service person how old it was and she told me it didn't matter. They would still be happy to either repair of replace it. I was impressed!

In the past I rarely ever returned things like that. I was wondering how many of you guys do return things and what you experiences with various companies have been with returns.

Medmech · #2 07-17-2007, 11:21 AM

North Face has a similar policy, Vasque boots also seems to be very forgiving. I sent a well worn pair of boots that I am emotionally attached to to have an eyelet replaced and they sent a new pair of boots. I wanted the old ones and explained why and they returned them later on.

MattBelliveau · #3 07-17-2007, 11:23 AM

I generally have 0 trouble returning ANYTHING. All you really have to do is make a scene...

Dee8go · #4 07-17-2007, 11:26 AM

I'm better about it than I used to be. As much as things cost nowadays, it's too expensive to put up with defective goods (or "bads" as the case may be).

I know that Nordstrom's has this policy, too. I knew a guy once who used to buy clothes there, wear them for a few months, and then return them. I'm sure they don't put up with that for too long. Of course, their stuff is generally very good quality to begin with.

420SEL · #5 07-17-2007, 06:06 PM

My dad used to tell me stories about how he moonlighted as a delivery guy for Sears back in the 60s when he was in the service. He said they had a 100% satisfaction guarantee and that they would replace anything you bought if you weren't satisfied with it, regardless of whether there was anything wrong with it. There was an old lady on his delivery route who (he later later found out through others who worked with him) bought a sofa from Sears 10 years early and every year or so would call them and tell them she wasn't satisfied with it so they would give her a new one. They thought she did it just to get a new style or colour. When my dad asked the supervisor why they let her "abuse" their guarantee that way he basically told them it was a loss leader to prove they stood behind their guarantee and that it was good customer relations because as far as he knew she was the only one who did that and she did all her shopping there and raved about the store to all of her friends because she was so satisfied.

Hatterasguy · #6 07-17-2007, 06:08 PM

Orvis is good about it as well. I havn't broken a rod but I know people who break quite a few...Orvis never asks questons.

G-Benz · #7 07-18-2007, 04:41 AM

I don't bother doing so with cheap products unless it was a recent purchase. However, companies that make high-quality goods almost always stand behind them.

My wife has a somewhat large collection of Coach and Dooney & Bourke handbags. I once tried to clean one of her D & B handbags with saddle soap and totally ruined it...it was three years old at the time. She took it back to the store where it was purchased, and before she could say anything, the clerk immediately commented on the condition of the handbag for its age. The clerk then pulled out the identical version from the showcase and swapped it out, no charge!

That was years ago, and the first D & B she owned. That type of product endorsement is what prompted her to continue amassing the collection she has today.

I go to Fry's Electronics at least weekly. I notice that on Fridays when the newspaper sales spread comes out, people flock to purchase the items advertised on sale that day. Come Monday, the returns aisles are flooded with the same people returning the exact items! I was a victim of the Fry's sales paper once (returned a poor-performing subwoofer advertised in the paper), and learned not to take advantage of those offers ever again.

LUVMBDiesels · #8 07-18-2007, 01:44 PM

I once had a Sears (not Craftsman) 3/8 ratchet that a friend and I were using to remove the exhaust manifold bolts on my '67 GTO. We put a six foot pipe over it and pulled. Needless to say it broke. I took it back to Sears and they told me that they could not replace it as it was too old. Instead they gave me a new Craftsman 3/8 ratchet.

My brother has had "a pair" of LL Bean shoes for 15 years. When they wear out he sends them back and they replace them every time free of charge!

We have also returned things Macy's and had them replaced with no arguments.

You have to love companies that stand behind their products. Try that at WalMart!

Dee8go · #9 07-18-2007, 02:12 PM

Yeah, if they charge enough up front, they are better able to offer that kind of service on the back end. It certainly leaves you with a much better feeling about the business when they treat you like that.

mpolli · #10 07-18-2007, 09:08 PM

Quote:

Originally Posted by G-Benz

My wife has a somewhat large collection of Coach and Dooney & Bourke handbags. I once tried to clean one of her D & B handbags with saddle soap and totally ruined it...it was three years old at the time. She took it back to the store where it was purchased, and before she could say anything, the clerk immediately commented on the condition of the handbag for its age. The clerk then pulled out the identical version from the showcase and swapped it out, no charge!

My ex got me a Louis Vuitton tie a couple of years ago. I about fainted when I found out how much it cost. Anyway, I got a little spot on it that the cleaners couldn't get out (he was pretty scared to even get near the thing). So do you think they will give me a new one? I am thinking a $500 tie might include an extended warranty...

Mike

Dee8go · #11 07-30-2007, 01:22 PM

I just wanted to give Land's End a good word here. Today I received a check from them for the full price, shipping, and sales tax on a piece of luggage they were unable to fix or replace. This bag was purchased nearly 30 years ago! Wow!

Needless to say, if you need any luggage or anything else, check out Land's End. I can highly recommend them. They stand behind their products better than any retailer I know of.

Dee8go · #12 07-30-2007, 02:04 PM

Let me add that, when they called me to tell me they could neither repair nor replace this bag, I said, "That's okay. I understand. Just toss it in the trash then." I never expected to be treated the way they treated me.

SwampYankee · #13 07-30-2007, 02:45 PM

Quote:

Originally Posted by Dee8go

I am returning some defective luggage to Land's End today. I say it's defective, but then I've had this piece of luggage for over twenty years, but the zippers have fallen apart and I really like the bag. I told the customer service person how old it was and she told me it didn't matter. They would still be happy to either repair of replace it. I was impressed!

In the past I rarely ever returned things like that. I was wondering how many of you guys do return things and what you experiences with various companies have been with returns.

That is great. L.L. Bean is the same way. I pay a bit more for their stuff but 1) it generally lasts MUCH longer than cheaper stuff and 2) if there's a problem with anything they just replace it. I get my kids' backpacks from them and they replaced one due to a broken zipper otherwise I've never had to return anything to them.

Sears honors the replacement guarantee on anything with the Craftsman name on it (but not the Sears name stuff made in China). I buy a lot of Craftsman tools because of that but I can't say I've ever had to return a tool. I did find a Craftsman hammer with a broken handle in the basement when we moved into our house that I brought to Sears and they gave me a replacement, no questions asked. That pretty much sealed the deal for me.

865sp300e · #14 07-30-2007, 03:04 PM

I bought a set of MacNeil all-weather floor mats from weathertech.com for my truck. They were grey to match my interior but after a year they turned a funky light green color. I called to complain but before I could explain they asked my address and sent a brand new set no charge.

Speaking of luggage, I worked part-time at a department store while in college. On a regular basis people would buy expensive luggage sets, take their trip and return the bags. They would swear up and down it was never used but the id tag would be filled out, airline tags still attached, or personal items left inside. I especially recall a very attractive woman requesting a return, after listening to her long explanation I found a airline ticket stub and her panties inside the luggage. The embarrassed look on her face was something to behold.

Dee8go · #15 07-30-2007, 03:14 PM

That's a great story!

I've heard a lot of women talking about buying dresses to wear to a party or something, only to return them the next day. Sometimes sweaty and with food and drink stains. That's pretty low.