Stories in the media about people who scour garage sales looking for old LL Bean merchandise that they take to the store for replacement. An REI staffer told me the same sort of things happens at their stores. Some examples: I've seen a customer ahead of me at checkout with obviously worn out boots that had seen years of use demanding the replacement pair for free. I've seen such abuse at an LL Bean store first hand. I'm simply pointing out that some brands with previously stellar warrantees have been forced to water them down, in part due to abuses by a small number of customers. The story I related upthread was the first warranty claim with them after buying dozens of items over the years.) (My first NF purchase dates back to the '80s. But then so way North Face back in the day. However, their winter boots are really good! So I won't completely write them off, but their "warranty" is not that great if you have to go through with it. As you said, they wanted to charge me to ship it to them and I can't remember what else they said that turned me off.Īfter that, I swore I that I not buy their crappy mittens or jackets. In addition, I bought a pair of North Face mittens with down as I walk all year round to work, and 3 months in, the straps you pull to tighten the mittens around your wrist, snapped within a month of each other. I'm just replaced a North Face rain jacket, whose zipper is just dead and comes apart, and the hoot can't be adjusted well enough to keep rain out of my eyes. So the cost of the shirt, the cost of the postage and the cost of my long loyalty all went down the drain. They didn't offer to repair it because it was unrepairable. They turned my warranty claim down without explanation. Despite sending them photos that clearly showed the issue they had me send it in at my cost so they could "assess" it. I had one of their shirts disintegrate due to an obvious manufacturing defect. There was simply too much abuse by customers. I'm waiting for the "new" MEC to follow suit. The majors have been clamping down on lifetime guarantees. The trend has been clear for some years now.
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