LL Bean won't replace my sons backpack! I bought one that was supposed to be covered forever and you can return it for any damage. Well my sons was in a house fire. It did not burn but it smells like house smoke.
They won't take it back, there is nothing wrong with it.
Puplove, unfortunately LL Bean is not standing behind their products like they used to. All of their products are supposed to be guaranteed but they will find any loophole they can to not honor that policy.
I would assume this is why LL Bean is refusing to replace your sons backpack as well. I am sure there is some stipulation in the guarantee to say that it is for “normal wear and tear”. They will probably try to say that fire damage is not what they would consider normal wear and tear and therefore it does not fall under the guarantee.
I would call LL Bean again and ask to speak to a supervisor. A lot of times the first customer service representative you talk to is not authorized to do things like this. If you talk to a supervisor and explain how disappointed you are in their inability to replace the item you thought was guaranteed.
I would also follow this up with a written complaint about the experience to LL Beans corporate offices. Detail the phone calls you have made thus far and let them know how disappointed you are that they will not live up to their promises to you as a customer.
I have stopped shopping with LL Bean myself because if they are not going to stand behind their products anymore it does not make the extra money you pay on the front end worth it. If I am going to have to pay to replace the items anyway why not pay less up front?
I really hope that LL Bean comes through for you though. This company has been around for nearly 100 years but if they do not have better attention to customer service they are going to go out of business pretty quickly!