I have had two recent examples of retailers totally embracing their promise of 100% satisfaction guaranteed. When it happens, it is amazing and I feel a little guilty, like I am cheating. If something breaks after a reasonable amount of use, that’s just life, right?! Not so with LLBean and KitchenAid! They now have my loyalty for life!
We purchased Adirondack chairs from LLBean many years ago, as in more than 8 years and I didn’t keep any record of the purchase. Two of the three wooden chairs have fallen apart. We were trying to figure out how to get rid of them when we decided to call LLBean. They said “return them and we will replace them for free.” We said WHAT?! They repeated their promise…
We took a drive last weekend to the LLBean store an hour from our home (don’t worry you can ship things back if you don’t live near LLBean). We showed up with two chairs totally disassembled in the trunk of the car. A salesclerk helped us carry in the broken pieces, processed our return and placed the order for two new chairs! Wow! We almost ran out of the store since it felt like stealing!
Let me tell you about KitchenAid!
I had a KitchenAid for many years and when it died about 5 years ago, I replaced it. That was my first mistake…I should have called KitchenAid right then and there. The 5 year old mixer never worked right. Parts rattled and bolts came loose. Recently I was in Bed Bath and Beyond looking at the mixers and a clerk asked if he could help me. I explained my problem and he said “bring it in, KitchenAid stands by their product, we will replace it.” Again I said “WHAT?!” And the clerk repeated himself. I went home, packed up the mixer and hurried back that day since I was sure the clerk would realize his error if I waited. Not so, they replaced it on the spot and KitchenAid was running a rebate promotion so I got an additional $30 off the mixer.
Like they say, 100% satisfaction guaranteed. And they mean it!