![]() “A small, but growing number of customers has been interpreting our guarantee well beyond its original intent,” it stated. It cited abuse of the system, costing the company $250 million over the last five years. Earlier this month, L.L.Bean abruptly ended its generous, lifetime satisfaction guarantee with a Facebook post by executive chairman Shawn Gordon. “Many customers choose to shop with us because they know if their purchase isn’t right, we’ll work to fix it.”īut retailers can shoot themselves in the foot by accepting any and all returns. “ Our philosophy is to deal fairly and reasonably with customers, and we hope they are fair and reasonable with us,” they said. Other retailers, including Nordstrom, have maintained an “anything goes” returns policy, allowing customers to change their mind about purchases months later, even after they’ve removed the tags.Ī spokesperson for Nordstrom confirmed the company has no formal returns policy. Shoppers can pick up online orders the same day, and return and exchange styles on the spot. ![]() Zara, for one, is testing an online-focused store concept with its click-and-collect pop-up it’s hosting in London through May. Retailers are finding new ways to take the guesswork out of the online buying process. To ensure they aren’t stuck with purchases they’re not happy with, 57 percent of consumers check a retailer’s returns policy before checking out, said a report by SaaS company Narvar. And 30 percent of clothing and shoes bought online are returned, a rate that’s double that of pieces bought in store, as stated in a report by Bold Metrics. Online apparel sales now represent 20 percent of total industry dollars, according to data by market research company NPD Group.
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