[ghaff]

Almost everyone has cut back on their replacement guarantees. LL Bean is another company that used to basically have a no questions asked policy.

I'm not sure whether it's a case of more people arguably abusing the spirit if not the letter of the policy as part of a modern take everything you can mindset. Or if it's that more and more stuff is made in the same Chinese factories and they literally tend not to "make stuff like they used to."

A bit of both is my guess.

[acomjean]

According to llbean:

"Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. 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."

https://www.npr.org/sections/thetwo-way/2018/02/09/584493046...

[ghaff]

Well, of course, LL Bean isn't going to say "And, besides, our stuff is a lot crappier than it used to be." Some people have been doing this sort of thing forever. Though I find it perfectly believable that it's become more common--admittedly an assumption at least somewhat rooted in generational stereotypes.

[myself248]

Yeah, but we all know jerks who've been pulling that scam with Craftsman for years too, and I believe it's a large part of what made them less profitable too.

Turns out that a "forever" guarantee lasts longer than shifting moral standards.

[malka]

I usually translate this as "my product are shit. They will not last much".

[jschwartzi]

I know of at least one person who would routinely buy stuff and return it after a season of use to get a refund. That guy was a real asshole though. But still, people like him ruined it for the rest of us.

[reaperducer]

Sounds like a guy I knew who would "buy" a brand new TV just before the Super Bowl, and then return it immediately after.

This was before all consumer electronics were consolidated into a few chains, so he was able to go to a different place each year.

These days there are companies that monitor that sort of thing and will alert the stores when you try to return stuff. But considering the state of online shopping, I wonder if he's still doing it.

[CharlesColeman]

> I'm not sure whether it's a case of more people arguably abusing the spirit if not the letter of the policy as part of a modern take everything you can mindset.

I think that's the rationale they gave, and I believe them. My brother has pushed what I consider the moral limits of generous return policies a couple of times, and given what I've seen at REI scratch and dent sales, I think other people are as well.

[RandallBrown]

I believe Nordstrom still has basically an unlimited return policy. They sell a surprising amount of outdoor gear too. Arcteryx, North Face, Patagonia, etc.

Most of the stuff in the stores is those brands fashion lines, but their website regularly has more outdoor focused gear. I even once bought a Snow Peak backpacking stove from them.

[paulcole]

Yes, there’s the apocryphal tale of a Nordstrom employee refunding a customer for snow tires purchased elsewhere.

http://www.startribune.com/did-someone-really-return-a-set-o...

[notadoc]

> I'm not sure whether it's a case of more people arguably abusing the spirit if not the letter of the policy as part of a modern take everything you can mindset.

That's probably a part of it, a long running joke in the skier community was that "REI is an acronym for Return Every Item."

That plus blatantly notably lower quality Chinese production probably put an end to it.

[wcarron]

Weird. I've noticed a strong increase in the quality of their products over the past few years. I have a REI magma down bag from them and it's awesome. Their performance wear has taken a step up, too. I seriously considered a rain shell from them, but ended up buying a Mammut on sale.

[ghaff]

One of the only real quality disappointments I've had with REI was fairly recently when about a 3 year old lightly-used camp sleeping pad started slow leaks from all over the pad. Obviously whatever material they used to keep the air on the inside had just broken down. I probably should have at least tried to return it but I couldn't be bothered. Looking online, I was far from the only person with this problem.