Appreciating "lifetime guarantees" without taking advantage?

Hello everyone. I have learned a lot about quality and expectations through this forum. When it comes to certain clothing items I buy, I buy with expectations of quality and endurance and choose merchandisers who support their product and have terrific service. For example, Lands End or LL Bean for mostly gear-ish items or basics. In the past, I have been comfortable in returning slippers for wearing in less than a year and excessive pilling after one wear.

I just found a pair of skinny velveteen jeans in my "repair basket". There is a tear in the fabric next to the stitching of the rear pocket. (Not a seam and not a high friction area- like bottom of rear area.) It looks like the fabric simply "gave way". Unfortunately, now I realize I can't repair. These are LE Canvas pants and I'm pretty sure LE would take them back. I had worn them for about 1.5 seasons before this happened so I'm inclined to accept and sadly move on. However, I have many more pants that I've worn for years without ever having this issue, which inclines me to return. I think I would actually return if it was possible to get a replacement.

So, point being- where do you draw the line? Should something just be considered normal wear and tear if you've had it x number of seasons or worn it x number of times? Or should we hold these companies to higher expectations and make known when their product doesn't perform? I certainly shop at these places bc they have these policies and would hate to abuse them, lest they stop providing the service. Although I would also hate for them to stop providing the guarantees bc quality is slipping and the downward spiral of too many returns.)

And fwiw, I think I will likely just say a sad goodbye to these, rather than return, (simply bc I held on to them for a year after it happened). But I will also be paying closer attention to anything purchased in the future.

9 years ago

unfrumped

Veteran

Hard to know, sometimes, as you point out.
I do agree that it seems best to pursue such service at the time of the garment's "demise" for several reasons-- it's one way the store can tell at least a bit about how many years' wear have occurred, even though they will likely honor a replacement/refund anyway; if a product is performing poorly from more than one customer, the store may take other actions with the maker; and if it occurs soon, the store may be able to replace the actual product or a similar one.
But, on time or wears, I dunno--some combination of how does it compare to similar products, was I shocked, was it a type of wear or tear that doensn't happen in most garments, that sort of thing, plus the inner compass test!

Gaylene

I think "hold these companies to higher expectations" is the key to answering your question.

Do you have different expectations for different companies and brands? Why? Are your expectations reasonable and valid? Do these companies also have reasonable expectations of their customers? Have you met your part? What kind of response do you want from the company? Is your expectation likely to be met--or will you have to compromise? And, finally, is it worth it to you to expend the time and energy needed to resolve this issue?

Once I've used these questions, especially the last one, to analyze my feelings, I can usually figure out a course of action that seems reasonable, or I can be content to leave the situation as is and move forward without resentment.

Anonymous

I would at least call and let them know about it. How else will they find out? Maybe they'll offer to do something for you; maybe they won't. Can't hurt, might help to tell them.

Alassë

What Gaylene said.

doubleh

Interesting considerations Gaylene. Working backwards to answer your questions. I suppose in this particular instance I got enough wear to let the pants die peacefully. I don't think they lived a full life though. Mostly I guess it is just frustration as realizing the limitations/risks of my "good" purchases.
To answer the first question, I do have a sliding scale of expectations for different stores/brands/items. And usually the higher end stores do right by their offerings/policies. With the slippage in some brand quality though, I think it's getting more difficult to determine what is worth complaint and what isn't. I should probably carry around Angie's post on determining quality as a checklist.
Thank you all for the responses.

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