Lands' End, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Hi,I received an inquiry from you asking if the company had contacted me directly The store manager has offered to take back one of the chairs -- the one that did not match what I ordered -- and refund the full purchase price of that one chair It still leaves us with the very difficult task now of trying to match the other chair in another store Or, have a $recliner as a side chair Neither of these pleases me But, while I am not happy with this compromise, I have said I would accept because I fear that I have no other recourse and must take what I can get.This return/refund has not occurred yet I am presently awaiting another call from that store manager, Tony J*** telling me how they will refund the money and how much Then, if we have the same number in mind and the refund method, we will arrange for a pick up date.Thank you for your support in this matter and your follinquiry I will keep you informed.Pat Watson
Regards,
*** *** **

February 3, 2017Dear Revdex.com,RE: Complaint [redacted]We have received Dorothy [redacted]’s response.  Thank you.We understand Ms. [redacted]’s frustration.  Please know our original offer to help Ms. [redacted] still stands.If Ms. [redacted] has the original order information, or Ms. [redacted] is willing to provide Lands’ End with additional information so that Lands’ End can locate the original order, Lands’ End will do their very best to locate the original offer.   We absolutely stand by our guarantee.  We are absolutely willing to refund the original purchase price.  However, in order to do so, we need to know what the original purchase price was.I hope this is satisfactory to Ms. [redacted].Thank you,Catherine [redacted]Paralegal

Dear Revdex.com,I have received Revdex.com case number [redacted].  Thank you.Lands’ End will accept returns at any time for an exchange
or refund of an item’s purchase price.  If
there is no record of purchase (or we do not have enough information to locate
the original purchase), we will issue a...

refund for the item’s lowest sale
price.  If additional information is provided at a later date, we
will gladly make any adjustments.If Lands’ End no longer carries the product, we are not able
to exchange the item.  For this reason, Lands’
End offers the two options.  The reasons
are many and varied as to why Lands’ End chooses not to continue certain products.In Ms. [redacted]’s case, Lands’ End has not continued the
Extreme Squall jacket that she purchased in 2006.  We regret that we cannot replace her favorite
jacket.However, we did contact Ms. [redacted] personally and were able
to come to an amicable resolution.  We
believe Ms. [redacted] is satisfied with the resolutionWe hope Ms. [redacted] continues to be a loyal Lands’ End customer.Thank you,[redacted]Paralegal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Beverly [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see attached.
Regards,
Dorothy [redacted]

December 28, 2016 RE: Complaint [redacted] Dear Revdex.com, We have received Gayle [redacted]’s response.  Thank you. I understand Ms. [redacted]’s frustration.  Unfortunately, Lands’ End cannot refund money it has not received. Ms. [redacted] disputed the full order amount with Paypal for non-receipt of the boots, which totaled $457.29.  This means Lands’ End has not received any payment for any portion of Ms. [redacted]’s order. Ms. [redacted] is requesting a refund of a payment that Lands’ End has not received since the entire amount has been disputed by Ms. [redacted].  Lands’ End cannot refund money it has not received. Lands’ End has responded to Paypal and when the dispute is reversed, and Lands’ End receives payment, the credit can be processed.  We hope this is agreeable to the Revdex.com and Ms. [redacted]. Thank you, Catherine [redacted] Paralegal             Tell us why here...

windowtext 0in;padding:0in">Dear Revdex.com,
 
We've received complaint #[redacted].  Thank you.
 
On April 25, 2015, Lands' End
issued a credit for $57.66 (bank reference number 74[redacted]643) to Ms.
[redacted]’s card.  This was the same day the
order for the new pants was charged. The credit should have appeared
within 2 to 3 business days (this is for our processing center) but it is up to
the consumer's bank to post the credit to the cardholder's account.
 Unfortunately, we cannot mandate how quickly the consumer's bank
processes items.  We can tell you they have not reached out to us with
questions. If Ms. [redacted]’s account is still not showing the credits, we
would advise Ms. [redacted] to dispute the amount as return not processed.  We
certainly understand Ms. [redacted]'s frustration.  I hope that Ms. [redacted]'s
bank is able to resolve this matter in a timely fashion.
 
Thank you,
[redacted]
Paralegal

Thank you for brining your problem to our attentionUpon receipt of this Complaint, Lands' End verified that the return was received and that you were owed $24.97 of Shop Your Way Points, the form of payment used for the Purchase.  Lands' End reached out to the Shop Your Way Program on your...

behalf and was informed that on today's date they credited your Shop Your Way account $24.97, the amount of the purchase.  Due to an error in their system, your account had not been refunded.  Should you have further questions regarding this return to your Shop Your Way account, you can call ###-###-#### or [redacted].  Shop Your Way is owned by Sears, not Lands' End. Thank you.  I hope this resolves your complaint.

The desired resolution is that Lands' End makes it a must to publish the amount required for customers who prefer their orders be sent in hard boxes rather than in the flimsy plastic bags.

August 23, 2016 Dear Revdex.com, We have received complaint id [redacted].  Thank you.Ms. [redacted] place an internet order on July 29, 2016.  On August 9, 2016, we received a call from Ms. [redacted] indicating we have embroidered a dinosaur instead of an owl on her daughter’s backpack. ...

This was our error and we sincerely apologize for not getting the embroidery right.  Ms. [redacted] did not comment on the font used for the monogram at this time.  Ms. [redacted] indicated her daughter needed the backpack for school on Wednesday, August 17, 2016.Lands’ End replaced the backpack without billing Ms. [redacted].  We also expedited shipping at our own expense to make sure the backpack arrived in a timely manner.  At this time, we reviewed the instructions on how to return the incorrect backpack to Lands’ End without any charge to Ms. [redacted].On August 12, 2016, Ms. [redacted] called and indicated the monogram was wrong on the new backpack.  Our customer service representative attempted to work with Ms. [redacted], but Ms. [redacted] became irate and hung up on the customer service representative.On August 14, 2016, Ms. [redacted] called again.  Ms. [redacted] explained that the backpack arrived with the correct owl embroidery and the correct name monogrammed on the backpack. However, she didn’t like the font used for the monogram.  This was not Lands’ End’s error, but Lands’ End replaced the backpack without question.  Lands’ End again reviewed the instructions on how to return the two incorrect backpacks to Lands’ End without any charge to Ms. [redacted].The third backpack was delivered on Tuesday, August 16, 2016.  We have not heard from Ms. [redacted] and hope that everything has been settled to her satisfaction and that her daughter is enjoying her backpack and the start of school.We always strive to do things right for our customers and resolve errors on the occasions we do not get things right. Thank you,[redacted]

Dear Revdex.com,We are very happy to hear Ms. [redacted] is happy with the backpack and that she received it in time for school.Ms. [redacted] will not be charged $6.99 to use the prepaid return label to return the two incorrect backpacks. Thank you,[redacted]

At issue is the form of the refund for 2 backpacks purchased, and then returned, by Ms. [redacted].  The first backpack was purchased on 8/12/15.  The other backpack was purchased on 8/11/16.  Both backpacks were returned to Sears on 9/12/17, and then forwarded to Lands'...

End.  Lands' End issued checks to Ms. [redacted] on 9/14/17 and 9/15/17.  Our returns processor followed the appropriate guidelines and issued a refund check for both backpacks.   Due to the purchase being over 2 years in the first instance, and over 1 year in the second instance, Lands' End followed the business rule it uses when processing returns . The rule is that for any refund of an order that is more than  nine months old, due to the probability that credit card accounts change, refunds are issued  by check, not by a return to credit card.  On 9/18/17 Ms. [redacted] called customer service and asked that Lands' End stop payment on the checks that it had sent and issue her a credit to a credit card.  She was told that Lands' End would honor her request, but that it would have to verify that the check had not been cashed and, if it had not, proceed with the stop payment.  She was told it could take up to a week, then we could credit the new card provided.  Once the credit is issued, she was told it could take up to three days for the money to appear in her account. Our Service agent properly informed her that the entire process could take up to two weeks.   On 9/18/17, Ms. [redacted] made the decision to wait for the refund checks and informed Lands' End that she intended to contact The Revdex.com.   Lands' End received the Complaint on 9/20/17.  On 9/26/17, Lands' End communicated with Ms. [redacted] that it had received confirmation from the bank the checks had been voided.  On that date Lands' End credited, in 2 separate transactions as she requested, $41.30 for each order to the accounts she provided.  She was told banks post credits in 3 to 5 days.  She was told the checks cannot be transacted.   It has been 5 days since the credits were sent.  Lands' End has not heard from Ms. [redacted] that the credits did not go through,  Based on these facts, I believe the matter is resolved.         Christine [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
George [redacted]I still think it's unfair but all I can do is do business elsewhere.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you
Regards,
Heather [redacted]

January 18, 2017 Dear Revdex.com, RE: Complaint #11926085 We have received Dionne M[redacted] complaint.  Thank you. Ms. M[redacted] placed an order for boots.  Unfortunately, because the boots were sale items, there was only a small quantity available in stock, and they sold quickly.  This...

means when Ms. M[redacted] placed the order, there were boots in stock.  Unfortunately, when the orders processed (an overnight process), more customers had ordered boots than there were in stock.  The inventory went to the customers on a first come first serve basis. We attempted to contact Ms. M[redacted] on January 7, 2017, and January 9, 2016, when we realized the items were not available.  We left messages offering to help her find different boots. We did not receive a response back prior to the order shipping.  It should also be noted that Ms. M[redacted] was never charged $50.96.  Customers are not charged until their order ships.  There was an authorization for $50.96 when the order was placed -an authorization is a hold, and the hold is put in place by the customer’s bank, not by Lands’ End. The money is not taken from the account on an authorization. Only $18.48 was charged, or taken from the account, when the order shipped, for only the items that shipped.  We do understand Ms. M[redacted]’ frustration and we are sorry for any inconvenience this has caused.  Unfortunately, we are not able to offer boots that we do not have in inventory.  We would be happy to help Ms. M[redacted] shop for other boots that are in stock. We hope this is satisfactory to the Revdex.com and Ms. M[redacted]. Sincerely, Catherine S[redacted], Paralegal Tell us why here...

This letter is
in response to the complaint that was forwarded to Lands' End dated July 27,
2017. We have reviewed our files, which indicate the following:Mr. [redacted] made a purchase in the amount of $59.98 using Shop Your Way Points to purchase Lands' End product, which he then returned on July 10,...

2017.On July 20, 2017, Mr. [redacted] contacted Lands' End about the return of his Shop Your Way points to his account.Lands' End followed up with Sears, who maintains the Shop Your Way Program, on July 27, 2017. Mr. [redacted]'s points were appropriately refunded, in full, on July 27, 2017It would
appear that Mr. [redacted]'s complaint was resolved the date it was filed. I
apologize for not responding within the original timeframe of 7 days.If you have any
other questions or concerns, please do not hesitate to contact me.

Dear Mr. [redacted]:I am sorry you are not satisfied with our response to your complaint.  The turn around time required for the returns process ensures accuracy in the return and is within industry standards.  I am sorry we are unable to provide an instantaneous credit to your bank account.  Most credits are reflected by your bank within 24 to 48 hours, the timing of its release of funds to you is determined by your bank.  Christine

April 18, 2017Dear Revdex.com,We have received Ms. [redacted]’s complaint #[redacted].Ms. [redacted]’s order was damaged during shipping.  Unfortunately, this does happen on occasion.  Ms. [redacted] disputed the payment on April 12, 2017, with [redacted], the method of payment.  Once a customer disputes the...

payment with [redacted], the money that was paid to Lands’ End is reversed.  Lands’ End no longer has their money, [redacted] has their money.  Once Ms. [redacted] disputed the payment on April 12, 2017, the refund needed to be issued by [redacted], the holder of their funds.  [redacted] completed the reversal on April 18, 2017, and Ms. [redacted]’s [redacted] account has been credited the full $179.20.  UPS acknowledged the package was damaged and Lands’ End has not disputed the credit.UPS has made multiple attempts to obtain the damaged package from Ms. [redacted], but has unfortunately not been successful.  In light of this, UPS and Lands’ End are not able to determine the cause or extent of the damage to the package or its contents.Again, we regret Ms. [redacted]’s order was damaged during shipping, but hope that Ms. [redacted] accepts our apology.Sincerely,Catherine [redacted]

April 6, 2017 RE: Complaint No. [redacted] Dear Revdex.com, We have received Ms. [redacted]’s complaint [redacted]. According to the Sears repair service, dying of the dryer drum is caused by dye transfer from clothing, typically from blue jeans or similar garments. The heat inside the drum and the tumbling cause...

the dye to rub off on the inside of the drum. This dye transfer is normal. The dye on the drum doesn’t transfer to garments during subsequent cycles.   According the information Ms. [redacted] shared with us, we believe the soaking of the Deep Pine Supima Tee, due to a stain, created excess moisture that caused the dye transfer.  We have not received any other comments on this product regarding dye transfer. We received one estimate from Ms. [redacted].  We declined to pay for the service specialist because this is a normal occurrence for dryers.  We did refund the purchase price of the Deep Pine Supima Tee.  We also offered Ms. [redacted] a gift card for her inconvenience, but she declined the offer of the gift card and told the representative she did not want the gift card, rather she wanted an apology letter from his supervisor.  Because the offer was declined, a gift card was not sent.  However, the Customer Service Supervisor, Pam [redacted], did send an apology letter on January 31, 2017. We regret that Ms. [redacted] is disappointed with our efforts. Sincerely, Catherine [redacted], [redacted]

Dear Revdex.com, We have received Steven [redacted]’s response.  Thank you. We apologize for any misunderstanding.  Our customer service representative understood Mr. [redacted] wished to keep the bean bags as gifts for his daughters.  If Mr. [redacted] has changed his mind, we are happy to accept the return and refund Mr. [redacted]’s money.  Our customer service representative will contact Mr. [redacted] directly to facilitate the return and refund. Our creative and internet teams have received Mr. [redacted]’s comments and are working together to improve the bean bag search results page.     We hope this is agreeable to the Revdex.com and Mr. [redacted]. Thank you, Catherine [redacted] Paralegal   Tell us why here...