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Just read part IV:

"Did these items not perform up to your satisfaction given the amount of time you've owned them and use that you've got out of them?"

That is their standard question. I have never been able to answer it dishonestly, and have walked out of the store with empty hands. (Honestly, the only time I was ever faced with this dilemma Joe is describing is when I brought in some director's chair canvas backs and seats to match with new ones, and I was asked that question without soliciting it. I refused to take advantage of it, and bought the new ones at full price.)

Now, fir the best story of all. My brother was given an old but still useable leather briefcase by his father-in-law. He sent it to Beans to have the monogram replaced with his own. They sent him, in return... a brand new leather briefcase, with his monogram on it. The reason: they didn't think the condition of the old one was up to their standards...

Not bad, eh?

I'll, post a more recent negative story in a bit...