Returning severly worn boots to REI

[canoe]

Oddly, I tend to browse the online stores and buy from the local brick and mortar stores. Am I the only one who does this?

I ended up buying all my gear at brick and mortar store. It was very nice to have someone to talk too and point me in the right direction. The only thing I did nt not buy fro b n m store was my socks.

[Bronk]

"We stand behind everything we sell. If at any time your REI purchase doesn't meet your expectations, you can return it for a replacement or refund. What's more, if you're an REI member, you don’t even need a receipt—we'll have a record of your purchase."
now whats the expectation, that shoes should last for your lifetime or the lifetime of the shoes?what defines "expectation"?

Lots of people have lots of different expectations, which is probably why they leave it up to the customer. If I bought a certain brand of 'whatever' and it lasted me for 15 years and then when it was worn out I bought another of the same brand thinking it would last another 15 years, and then 4 years later it was worn out, I think I would be justified in returning it. But having said that, I wouldn't continue buying the product with the same expectation after that.

I used to work the refund desk at a big box store, so I know the kind of crap people pull...I once had a lady return a christmas tree in March with the tinsel still hanging on it and when I asked her for the reason for return she said "You know what, I just don't need this anymore."

But if I buy a high end expensive product and it has a lifetime warranty, I expect the item to last me a very long time, and if it doesn't, I'm going to call them on the warranty.

Somebody was saying on a similar thread awhile back that they bought socks with a lifetime warranty. The idiot that came up with that idea deserves to go bankrupt.

[rickb]

Lots of people have lots of different expectations, which is probably why they leave it up to the customer. If I bought a certain brand of 'whatever' and it lasted me for 15 years and then when it was worn out I bought another of the same brand thinking it would last another 15 years, and then 4 years later it was worn out, I think I would be justified in returning it. But having said that, I wouldn't continue buying the product with the same expectation after that.

I used to work the refund desk at a big box store, so I know the kind of crap people pull...I once had a lady return a christmas tree in March with the tinsel still hanging on it and when I asked her for the reason for return she said "You know what, I just don't need this anymore."

But if I buy a high end expensive product and it has a lifetime warranty, I expect the item to last me a very long time, and if it doesn't, I'm going to call them on the warranty.

Somebody was saying on a similar thread awhile back that they bought socks with a lifetime warranty. The idiot that came up with that idea deserves to go bankrupt.

REI doesn't offer a lifetime warantee on socks.

They simply say that if the socks they sell don't meet your expectaions, you can return them. No questions asked.

Those who "expect" a sock to miraculously last over 10 years of hiking are either liars or fools.

Same can be said for the hiker who expects his boots to last a thru hike.

[Drybones]

Just reading these posts and remembered my first REI experience, was looking for a Deuter 65 ACT Lite pack, thought that's what I needed from reading on line reviews, first backpacking mistake. I went to REI to try one on and I liked it. I had found one on the internet for $40 less than REI, the people were so helpful and nice I felt obligated to pay the extra $40, and I'm a pretty frugal person, have been called cheap more than once. I still have the pack, it's in perfect condition but I never use it and dont need it but I never considered returning it.

[Velvet Gooch]

The just-world hypothesis (or just-world fallacy) is the cognitive bias that human actions eventually yield morally fair and fitting consequences, so that, ultimately, noble actions are duly rewarded and evil actions are duly punished.

"Just-world hypothesis." Wikipedia, The Free Encyclopedia. Wikimedia Foundation, Inc.. 04 Oct 2012. Web. 05 Oct 2012. <https://en.wikipedia.org/wiki/Just-world_hypothesis>

[Odd Man Out]

Somebody was saying on a similar thread awhile back that they bought socks with a lifetime warranty. The idiot that came up with that idea deserves to go bankrupt.

I know the Darn Tough Sock guarantee has been discussed before. They have an "Unconditional Lifetime Guarantee" but reading the details, isn't technically a guarantee against wearing out. It is a guarantee that they are the most comfortable and durable socks you have ever owned:

Unconditional Lifetime Guarantee
Simply and without strings or conditions: if our all weather performance socks are not the most comfortable and durable socks you have ever worn, return them for another pair or your money back. No strings. No conditions. For life. When you are really serious about something you make it yourself.


I am wearing my DT ATC socks right now! Love em.

[Driver8]

This post from the Troverts' Trail Journal, http://www.trailjournals.com/entry.cfm?trailname=12940, raises an interesting question in this vein. Their packs, from Granite Gear, each failed, the husband's failed twice, during their recent AT thru-hike. The back-board, whatever it's called failed for him twice on his pack. The zippers on her first pack were problematic, so she replaced with a different pack, to her apparent satisfaction. Granite Gear stood behind their warranty and shipped free replacements to them.

Sounds like the husband's packs lasted about 1000 miles each until breaking - they don't specify, but the second one failed near their finish, about 2000 miles in, so I'm taking the average. 1000 miles for many a hiker would be 5, maybe even 10 years of hiking, but of course this is not so for an A.T. thru.

Is it reasonable to expect a backpack - as opposed to socks or shoes - to last for an entire A.T. thru fully intact? Many A.T. journals talk about pack manufacturers standing behind their products and shipping replacements - I seem to recall Granite Gear having to do so more than others, but that may just be my fuzzy memory. Is that fair to the manufacturer, assuming a "lifetime" guarantee? Of course, if a manufacturer says their pack will survive an A.T. thru or the like or warrants for a number of years or for a number of miles hiked, that's a different story. But what about a simple "lifetime" warranty?

[hikerboy57]

the only lifetime warranty ill use is the one on my body.if it doesnt last the rest of my life, i want a replacement!

[johnnybgood]

I went straight to the manufacture when my Keen boots,which I bought at REI, came apart at the seams after 15 months of use. While their lifetime warranty of 1 year had expired Keen completely stood behind their reputation in replacing my boots.
Never has it occured to me to replace "worn out" gear but did believe the poor workmanship in this case necessitated a quick response from the manufacture.

[pheldozer]

Even worse than the people who take advantage of retail businesses for warranty stuff are the ones who come in and have you waste 1-2 hours fitting them and advising them on every aspect of a product, then they have the audacity to tell you to your face that they are going to go home and order the product from Amazon or Ebay so they can get a better price or avoid sales taxes. If customers continue to treat retailers as "showrooms" for online companies, all I can say is "You're gonna miss us brick and mortar stores when we're gone"![/QUOTE]
those people are the WORST. they somehow assume that you'll be impressed by their deal finding abilities. if people said this to me at the beginning of an interaction, i would go in the back and say we were out of their size for everything they were trying to try on.

honorable mention goes to the people who would try stuff on and then brag to you that their buddy was going to get them for them on proform.

[glaux]

I returned a pair of boots that were too worn out to be usable, only after the associate encourages me to do so. They has shredded my feet with blisters on my last backpacking trip, and I was looking for trail runners. I was amazed that they took them, and that's when I realized how serious they are about the return policy.

I have since then spent a ton of money at REI, and I will remain loyal. I won't take advantage of the policy. I hope that people like me continue to outnumber those who simply replace gear that worked and that simply wore out.

[Drybones]

I returned a pair of boots that were too worn out to be usable, only after the associate encourages me to do so. They has shredded my feet with blisters on my last backpacking trip, and I was looking for trail runners. I was amazed that they took them, and that's when I realized how serious they are about the return policy.

I have since then spent a ton of money at REI, and I will remain loyal. I won't take advantage of the policy. I hope that people like me continue to outnumber those who simply replace gear that worked and that simply wore out.

I've come to realize REI has some pretty sharp upper management...that pair of boots was a cheap investment for a long term customer.

[Blissful]

I returned a pair of boots that were too worn out to be usable, only after the associate encourages me to do so. They has shredded my feet with blisters on my last backpacking trip, and I was looking for trail runners. I was amazed that they took them, and that's when I realized how serious they are about the return policy.

I have since then spent a ton of money at REI, and I will remain loyal. I won't take advantage of the policy. I hope that people like me continue to outnumber those who simply replace gear that worked and that simply wore out.

You said they were too worn out to be useable. That means you DID use them though, multiple times (even if there were blisters on the last hike). So if it doesn't "work out" yet they are worn time and time again so as to be worn out and not"useable", yet they were still returned in supposed good conscious. What is the difference between that and the initial post that began this thread? You still returned old, worn out merchandise to REI. If boots are too worn to be useable, they should not (in good conscious) be returned for money or exchange.
This example would be like me going out to buy running shoes from REI, using them for a year, on the last run, I got a blister, I want a different model, so I go and return them.

[Sarcasm the elf]

You said they were too worn out to be useable. That means you DID use them though, multiple times (even if there were blisters on the last hike). So if it doesn't "work out" yet they are worn time and time again so as to be worn out and not"useable", yet they were still returned in supposed good conscious. What is the difference between that and the initial post that began this thread? You still returned old, worn out merchandise to REI. If boots are too worn to be useable, they should not (in good conscious) be returned for money or exchange.
This example would be like me going out to buy running shoes from REI, using them for a year, on the last run, I got a blister, I want a different model, so I go and return them.

Blissful, if I understood glaux's comment correctly, she went to REI with the intention of simply purchasing a new pair of shoes. When she was there it was the store employee that steered her towards the return. Since she went to a store to make a commercial transaction and was offered a great deal (free boots) by an associate, I think it's quite a bit different than trying to talk your way into free stuff, or buying something with the intention of returning it.

I know people who have had this happen when shopping at LL Bean and an old Timberland store. The employees that do it know that they are creating a great deal of customer loyalty, and I can only guess that management is aware that this happens and is okay with it. To me, it's largely the same as when casinos order their pit bosses to comp people free meals and rooms when the people have had a losing night (http://listverse.com/2010/02/09/10-t...os-use-on-you/ (see #4 on the list)) They know that the money they spend giving out the freebie's is well worth it for the long term customer loyalty it creates.

[Rasty]

Where did you come up with a 400% margin?

I was wondering the same thing, I would believe 100%. Any retailers out there who can set the record straight?

Golf clothing usually starts at a 4x markup then slowly wanders down to 60% off for an average 40% COS (cost of sales).