With an Unconditional Guaranteed for Life warranty, we get our fair share of Darn Tough socks making the return trip to The Mill. While a lengthy explanation isn’t required as part of the warranty process, some of you can’t resist sending along a note (or message in a bottle), because sometimes socks deserve a biography too.
We asked the warranty desk for the best of these sock stories, and we got some pretty wild tales. Are they outside the scope of our warranty process? Yup, these are not examples of what we usually cover. But are they totally worth sharing? Without a doubt.
“This guy was apparently doing some bro-bonding out on the beach with a buddy of his,” recounts Sara, the Darn Tough Warranty Warrior who processes our warranty claims. “He said they had their shoes off drying by the campfire. Then they noticed a starfish out on the beach, and he said that they were worried that it was out of water, you know, like a fish out of water.
“Without giving another thought to his own safety, says this guy, he ran down to the beach in his Darn Tough socks. He grabbed the starfish, ran out into the water and flung the starfish into the waves. It barely hit the water for a millisecond— and these were his words— ‘a f@&*ing seagull swooped down, grabbed that starfish and took off with it!’ And he finished his note with the fact that in his mission to save the starfish, he lost a sock in the sea.”
Sara chuckled. “I actually gave him another couple free pairs because I thought that was so hysterical.”
Each Fresh Pair Is a Lifetime of Feedback
Like running socks-first into the sea, our warranty is a pretty stiff commitment for a product that’s the frontline between your feet and shoes (and the great outdoors). Darn Tough has been backed by that guarantee since it was founded in 2004. It’s both a point of pride for the durability of our socks, and a way to gather data, ahem, from the ground up, on where we can up our game.
From the sock buyer’s standpoint, it’s a gimme. If you wear em’ out we’ll replace them. After you fill out the simple online warranty form and send your socks in, you get credit for the current retail value of the sock. Then you’re off to shop darntough.com for either the same style, or something totally different. Seamless, fast, with freedom of choice.
That’s the big picture. We wanted to share the stichy-gritty about how the stories behind the claims that help us improve our socks, and paint a picture of you— the folks we’re making them for.
Long Term Relationship with an Opportunity for Growth
Nope, not a classified ad or an online dating profile. More a mission statement for what goes down every day at the warranty desk.
Sara is the point person for product input and customer stories that can only accumulate when our socks go into heavy rotation on your feet.
“If I see anything new, I contact the design team,” Sara says about her role in spotting novel wear and tear issues. “They’ll get on it, pull together, and go back to the drawing board as to why a formerly strong spot is suddenly not working. They’re great at getting on things like that and addressing the situation."
Just how deep are folks going in their relationships with our socks? The warranty form asks how long you’ve had the socks in question. For some folks, that’s pretty much since the beginning.
“It can be 15 years,” says Sara. “I can tell they’re 15 years old, because they’re styles that were here before I was. I love getting those back, because it shows those socks were frickin’ loved before they got sent back.”
"Clean Socks. Include Your Form. Send Them Back."
We know love is a messy thing. On our Warranty page, there’s a handy 6-step illustration of the Guaranteed for Life warranty claim process, and step three includes the above request. Can’t get the new socks without sending in the old being the most important. But that first ask about putting them in the laundry seems to fly above the radar.
“Not everyone reads the fine print, let’s put it that way,” says Sara, who looks at around 400-500 pairs of socks a day, between the digital claims form and physical inspections. “I probably go through 6 pairs of rubber gloves a day, but I signed up for that. I handle with extreme care.”
This next warranty story is case in point.
The Dog Ate My Homework Sock
“There are some people who are like ‘my dog ate it, but when it came out the other end, I didn’t think you wanted that one,’” says Sara.
“It’s amazing that some dogs swallow the sock whole, and somehow, they come out the other side intact, which proves how damn Darn Tough we are. Some of these claimants have actually sent me pictures,” she laughs, “and I was like ‘Thanks, but I totally took your word for it!’”
Knight in Shining Merino Wool
And then there’s stories that just surprise us with how caring you are.
“There was a gentleman hiking with a female friend of his,” Sara starts another tale. “And I received only one sock back. He said, ‘I just want to let you know I sent in this single because I was hiking with a female friend of mine, and she hit her time of the month and was ill-prepared, so I gave her one of my socks.’ I gave him a new pair for being so chivalrous.”
The Last Pair of Socks You'll Ever Have to Buy
Socks come back with folks saying that the main reason they buy Darn Tough, besides the durability, is the unconditional lifetime guarantee.
“Who doesn’t want to buy, and be able to return them for the rest of their lives for free,” reflects Sara. “If you think about it that way, this might be the last pair of socks you’ll ever have to buy, ever, in your lifetime. Really, we cover everything— send it to us and we got you.”
That is, except fire, loss and animal destruction, per the warranty code. We know, here we are talking the guy who lost one in the ocean, then the dog the ate one, and yet another single sock being sent in by the hiker… On the whole, campfire-burnt, laundry-basket MIA or dog-chewed doesn’t make the warranty cut. But we’ve got a little artistic license here, and your stories are just that real.
Just a Flesh Wound
Some folks take “Guaranteed for Life” to extremes. Sara doesn’t get to respond back, but some of the claims have her wanting to ask more.
“So, this guy got shot in the leg, and the sock itself was perfectly good except for this hole in the calf. And he goes, ‘yeah, I got shot. It was a nick, but I swear it would have been right through the leg if it hadn’t have been for your socks. So, thanks man.’ I was just like, ok… He didn’t really explain what had happened, and I was left wondering.”
Probably More than a Flesh Wound
Another account, relayed by Courtney, Brand and Community Marketing Manager, showcases that higher level of love you give our socks. Especially in the face of adversity.
“A guy was in a bike accident once and severely injured his leg,” says Courtney. “When the ambulance got there, they went in with scissors to remove his sock and he yelled ‘No! You cannot cut my socks!’ They were Darn Tough over the calf captain stripe socks. He refused to let them be cut, but one was covered in blood, so he asked for a new pair because they meant so much to him.”
Runner in the Night
Not all the notes that come through with a claim are either straightforward, funny or rugged. Some strike a deeper chord.
“There was another man who was soldier that had fought in the Afghanistan war,” says Sara. “He was down in a bunker when they got raided in the dead of night. And Afghanistan is very, very cold at night.”
Sara recounts the soldier’s tale: “He said, ‘We didn’t really have time to don our boots; it was grab your gear and run, and that’s what we did. And when we reconvened at the safety point, a lot of the men suffered frost bite, suffered frozen toes, blisters.’ He said, ‘Mam, I ran through the dead of the night in freezing cold, and my Darn Tough socks were barely wet. My feet were warm, they were dry— you saved a man on the run.”
“That was very touching,” says Sara, “because when you know you’ve changed a life because of the product you support, it really gives you a new kind of loyalty and devotion to the product you work with. I loved receiving his socks back.”
After that exchange, Darn Tough was “coined,” a huge honor for civilians. “It’s a real game changer to those of us who think we might not be making a difference,” says Sara, “to realize we’ve made a huge difference in a person’s life, just by saying, here have some more socks. It’s sometimes a beautiful thing to know what we’re doing.”
You Are the "Why" in Guaranteed for Life
If “Guaranteed for Life” were easy, everyone would be doing it. All those forms, not to mention dirty socks… Yet Sara wouldn’t have it any other way, neither would we. And, we suspect, neither would you.
Sure, we get direct feedback on how our socks are being used and tested in real life, actionable data on where we’ve nailed a new design and what can be tweaked. But these stories highlight something even more intimate— what our socks mean to all the folks wearing them.
Whether the reasons behind a sock warranty are boilerplate, raucous, or just plain amazing, it’s you that we’re listening to. So keep it coming Darn Tough fam.