When LL Bean ended their lifetime return policy, their CEO wrote this:
> 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.
People were buying old items on eBay and returning them to the store to get a brand new item.
Bad faith actors ruin everything good eventually. From small things like return policies for retail chains, to the political process of an entire country.
True. I never used their return, but a lot of my newer ll bean stuff has had problems a couple years out, so I stopped buying from there. I feel like they’re using as an excuse to lower their quality.
(Jacket zipper just broke and the buttons that held the inside insulation of a jacket came off, shoe sole issues).
Yup. I've personally known people who, shamelessly, would get a Keurig from Costco, drink all the sample pods, and then exchange for a new one, repeatedly.
Ringing up expensive grocery items as cheap SKU at Whole Foods self checkout...
Going on shopping sprees and then calling the credit card company to report it as fraud...
Buying a fancy dress to wear for a few nights out and then returning it...
All things people close to me have done, or continue to do on a regular basis
Talking about a relatively "privileged" class of people here- multiple homes, multiple cars, kids in private school- not struggling single moms working double shifts to put food on the table.
You've always had some proportion of con artists/grifters of course but anecdotally it does seem that there is a higher proportion of people in the US who will, if not flagrantly steal, will do things like this especially against corporations that they mentally categorize as being evil.
Society can handle a small percentage of grifters, they've always been there and always will be. The change is that enshittification is mainstream in the corporate world and feels indistinguishable from being scammed. People begin to feel immersed in it and stop seeing the world as mostly honest and instead as mostly scams. Then good faith policies like these return policies get burned by way more people who lost trust in the system. Then we lose those too.
I sort of hate the "enshitification" term that gets thrown around way too lazily. But, for a variety of reasons, people are tending to deal with larger corporations for the most part and--hey--if I get some money on the side because of a mistake? Whatever. In a way I wouldn't have at some local store.
I think that's increasingly true. A lot of people want to game the system and you mostly don't want to place the burden of what's reasonable on a low-paid customer service worker. So you set reasonable and (mostly firm) time limits and let the processes take their course. Should be some wiggle room of course. But it's not reasonable to offer lifetime replacements unless people are willing to pay the 2x to 3x prices that implies--which very few will.
> 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.
People were buying old items on eBay and returning them to the store to get a brand new item.