Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Title Sponsor Real People. Real Experiences. Real Education.

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 RETURNS JOURNEY – L.L.BEAN

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Donna Lamberth Director, Returns & Retail Fulfillment L.L. Bean

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 History and Heritage Founded by Leon Leonwood Bean in 1912 Cornerstones are L.L. Bean’s legendary guarantee and L.L.’s Golden Rule “Sell good merchandise at a reasonable profit, treat your customers like human beings, and they will always come back for more.” -L.L. Bean

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 L.L. Bean Today Customers have trusted L.L.Bean, Inc., for quality apparel, outdoor equipment and expert advice since $1.56 Billion in Sales 5,000 year round employees 1.7 million sq. ft. warehouse space in Freeport, Maine 16 million packages shipped in retail & outlet stores in U.S. 72 Stores in Japan and China Customers in 50 states and 170 countries Our Returns Service Center Built in 1993 Over 125,000 Square Feet Over 300 Returns Employees

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Guaranteed to Last One hundred orders came in for his new product. However, L.L. did not meet with immediate success. The rubber bottoms separated from the leather tops and 90 of those first 100 pairs were returned. Although it nearly put him out of business, L.L. kept his word and refunded the purchase price.

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Customer Service is Our Passion Returns Operations: “The Keeper of our Guarantee” – From kayaks to slippers, fly rods to sweaters, everything we sell at L.L.Bean is backed by the same rock-solid guarantee of satisfaction. Easy, Hassle Free Returns Service – Return or exchange your L.L.Bean items by mail or at any of our stores. No authorization from customer service is required.

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Returns Process -Returns labels are generated on the outbound packing slips or via the web -Customers have multiple options for returning packages, UPS (90%) or USPS -Once received at the Returns Processing Center they are processed in an average of 2 ½ days -93% are processed in < 4 Days. -Maximum capacity is 26,000 Packages per day across two shifts -Peak backlog can reach 100,000

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Specialty Product Processing Boats to fishing flies must be accommodated in our process. No time limit. Satisfaction guaranteed. Period.

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Customer Loyalty Easy returns process means that customers are more likely to buy Free Return Shipping – Value proposition for loyalty card holders

Title Sponsor RETAIL SUPPLY CHAIN CONFERENCE 2015 Since 1912….