Lands' End, Inc.

Dear Revdex.com,We have received Steven [redacted]’s complaint.  Thank you.Lands’ End does sell their bean bag covers and bean bag inserts separately.  “Covers and inserts sold separately” is listed in the product features list, but we do apologize for any confusion we may have caused by...

listing the product as “bags” and not by “cover” on the search results page.  We have forwarded Mr. [redacted]’s comments to our creative team for review.We have also contacted Mr. [redacted] directly to offer a refund for the bean bag covers.  We never want our customers to keep any product they are not happy with.  We believe we have been able to resolve this complaint to Mr. [redacted]’s satisfaction.  We hope Mr. [redacted] remains a fan of Lands’ End.We hope this is agreeable to the Revdex.com and Mr. [redacted].Thank you,Catherine [redacted]Paralegal

RE:  Complaint No. [redacted]Dear Revdex.com,I have received Mr. [redacted]’s complaint.  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, we will issue a refund for the item’s lowest sale price.In this...

case, Lands’ End does not have a record of Mr. [redacted]’s original purchase and no original purchase information or receipt ofpurchase was included with the bag or given during the initial phone conversation.  Mr. [redacted] indicated to Lands’ End the item was a gift from his sister-in-law (a former Lands’ End employee who would have been eligible for additional employee discounts).  Our returns department was able to determine the luggage was purchased as not quite perfect merchandise and was originally part of a wheeled set.  It’s likely that the luggage piece was sold as not quite perfect because the set was no longer intact, or because it had previously been monogrammed.  This not quite perfect item would have sold for $65.00 and possibly lower if additional discounts were applied.   Mr. [redacted] was refunded $82.49.   This was the $65.00 refund for the not quite perfect 22” wheeled bag, $13.43 shipping and $4.06 tax.  In addition to this, he received an additional $25 for his inconvenience.If Mr. [redacted]’s has the original purchase or order information, Lands’ End will gladly refund the difference.   We absolutely stand by our guarantee.I hope this is satisfactory to Mr. [redacted] and the Revdex.com.Thank you,[redacted], Paralegal

Dear Revdex.com,We've received complaint #[redacted].  Thank you.Ms. [redacted]'s returns were made January 11, 2015, and Lands' End issued the credit to the cards
on the original orders January 12, 2015. 
The credit should appear within 2 to 3 business days
(this is for our processing...

center) but it is up to the consumer's bank (since
this was a debit card) 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

December 22, 2016 RE: Complaint [redacted] Dear Revdex.com, We have received Gayle [redacted]’s complaint.  Thank you. Ms. [redacted] placed a large order and called to let us know she did not receive part of her order. Specifically, she did not receive a pair of boots that were on the...

order.  Lands’ End sent her a replacement pair of boots at no charge. In the meantime, Ms. [redacted] disputed the full order amount with Paypal for non-receipt of the boots, which totaled $457.29. With this dispute pending, any credit that Lands’ End would post for the boots would be rejected.  Lands’ End has responded to Paypal and when the dispute is reversed, the credit will be processed.  We hope this is agreeable to the Revdex.com and Ms. [redacted]. Thank you, Catherine [redacted] Paralegal             Tell us why here...

Thank you for your response.  The Shop Your Way Program is run by [redacted].  Lands' End was informed by [redacted] that it refunded the amount of your refund for the Lands' End product you returned on July 27, 2017.  It appears that on July 27, 2017 there are points put into your account.  I will reach out to Sears to get documentation what the "bonus points" refers to on your statement and respond ASAP.  Sincerely,Christine [redacted]

I was treated very poorly and hung up on three times. I was also called names-horrible business. Spoke with the owner- also hung up on me and called me names. Terrible company!

I just want to share the experience I've been having with Land's End on the customer service end. It's been a total nightmare between waiting days for a response from my "consultant" to explaining in writing what I was looking for and having the mock up come in with nothing even close to the request. I was told to call in to make a payment half way through the design process, but was redirected to the art department. They weren't sure why I was calling, so discussed with my "consultant" several days later. He then proceeded to leave a very rude voicemail for me asking why I confused their whole team. I honestly didn't know where to go from there, so I forwarded him the e-mail he sent me with that very instruction. Jump forward to when the logo finally got approved, items all ordered with sizes/colors... I get an e-mail stating over 15 items are either discontinued or on backorder until NEXT YEAR. Needless to say the whole experience has been rough and I would never return to Land's End for my embroidery needs in the future.

Review: The Primary Nature of the complaint specified above is not correct. I was hoping there would be an adverising "other" category.

The problem is Lands End will not remove me from their catalog mailing list. I sent my original email on 4/3/13 asking to be removed from the catalog mailing list. I received a reply that my name had been removed. The catalogs continued, so I sent another email on 5/28/13 asking confirmation that my name had been removed. I received another reply saying my name had been removed, and the catalogs should stop shortly. The catalogs did seem to stop in July, but I received another on 9/4/13.Desired Settlement: I want Lands End to remove my name from all mailing and telephone lists.

Business

Response:

September 12, 2013

Review: I returned a coat via UPS to Land's end 11 days ago and they still have not issued a credit to my debit card/checking account. I spoke with one of their customer service reps last night and they basically told me tough darts. It was recd by them and signed for at 10am on 1.2.14 - 3 days ago I called my congressman and left a msg re how they are able to hold on to my money. I will follow up tomorrow, too. Be careful ordering w/ them. Better yet, find another vendor.Desired Settlement: I want my money back. There has to be a law on the books somewhere.

Business

Response:

The beginning of the year, post-holiday season, is a very busy time for shipping and retail returns. Lands’ End does process returns as they are received.

Lands’ End received Ms. [redacted]’s return on January 2, 2014. Ms. [redacted]’s return was processed on January 3, 2014. The credit process is an overnight process that fell during a weekend. Therefore, the credit did not process until the next banking work day, Monday, January 6, 2014. The bank typically takes a couple days to post the credit, though legally they have thirty days.

Ms. [redacted]’s credit was processed as quickly as the process allows. Unfortunately, it is not an immediate process.

I hope this clarifies the process and Ms. [redacted] knows that we processed her credit as quickly as we were able.

Thank you-

Review: There is actually several issues with Landsend advertisement and website. I went on to purchase my daughters school uniform and learn there was 3 sales. One sale was if you buy 3 you get $3 off. The second sale was the school logo was .01 which is regularly $8.10, and the third sale was buy $75 or more and get $20 off you purchase. For some reason the website kept logging me out as I navigated through the website. It also would remove items from the cart and give me errors. After several attempts I get to the cart and finally notice everything was in place, but notice the shirts were not $3 off as promised. I look through to see if there was anything that stated "offers not combine" and found nothing, So I called and even the rep was unsure and did apologize that they are receiving feedback that the web is not working properly. So as she was walking me through the shopping cart, I proceeded to checkout and the web deleted my cart again! I explain and we put everything back in and the only discount that showed was the $20 of $75. The rep was trying to figure out what happen and we both learn the sale ended at 9PM!Desired Settlement: I would like for the advertisement to be honor. I am also contacting my daughters new school to inform them of the issue. I do have a much cheaper route I can take, but love Landends as a previous company I worked for supply our uniforms from Landends and the quality was great. The school has already told us we do not have to purchase from them, but only have to purchase school logo. As a store manager, I am big on customer service and honoring what is advertised! The rep stated she was unable to assist me, so I hope this can be resolved from someone who can help.

Business

Response:

Dear Revdex.com,

Please accept my apologies for the delayed response. Lands' End was not aware that Ms. [redacted] had any issues placing an order until we received your notice.

Since we were notified, we contacted Ms. [redacted] to talk through her concerns. We did show her where our ads state they are not stackable or able to be combined with other ads or offers. We also offered, as a one-time courtesy, to honor her order. Ms. [redacted] said she would get her order together and call us back. We did not receive a call back, but Ms. [redacted] has since placed an order with a different promotion.

I believe we were able to address all of Ms. [redacted]'s concerns. We hope that Ms. [redacted] remains a valued Lands' End customer.

Thank you-

[redacted], Legal Assistant

Consumer

Response:

Review: Land's End's guarantee on products is "Guaranteed. Period." I was advised by call center to send in my luggage--a $249 bag (plus tax) new as it had several problems (wheel, handle, and zipper). They said they'd also pay my return shipping which amounted to $13 and change. I was not contacted by Land's End, but noticed a credit of $82.49 on my credit card. I called in and was told this is all that would be given and the the model of bag (5 yr. old) was no longer available. I asked for the bag back then and they said they could not give it back, it had been "destroyed." I asked for the full refund then to buy a comparable bag, but they balked. I was passed around and at one point told they could give an additional $25, which has not yet been posted and this amount is clearly well below the value of a replacement bag. Therefore, I am asking for them to refund the value of the bag ($249) plus shipping ($13 rounded down to nearest dollar). The total owed then (after the partial refund of 82.49 given) is $179.01.Desired Settlement: Refund the value of the bag ($249) plus shipping ($13 rounded down to nearest dollar) as promised. The total owed then (after the partial refund of 82.49 given) is $179.01.

Business

Response:

RE: Complaint No. [redacted]Dear Revdex.com,I have received Mr. [redacted]’s complaint. 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, we will issue a refund for the item’s lowest sale price.In this case, Lands’ End does not have a record of Mr. [redacted]’s original purchase and no original purchase information or receipt ofpurchase was included with the bag or given during the initial phone conversation. Mr. [redacted] indicated to Lands’ End the item was a gift from his sister-in-law (a former Lands’ End employee who would have been eligible for additional employee discounts). Our returns department was able to determine the luggage was purchased as not quite perfect merchandise and was originally part of a wheeled set. It’s likely that the luggage piece was sold as not quite perfect because the set was no longer intact, or because it had previously been monogrammed. This not quite perfect item would have sold for $65.00 and possibly lower if additional discounts were applied. Mr. [redacted] was refunded $82.49. This was the $65.00 refund for the not quite perfect 22” wheeled bag, $13.43 shipping and $4.06 tax. In addition to this, he received an additional $25 for his inconvenience.If Mr. [redacted]’s has the original purchase or order information, Lands’ End will gladly refund the difference. We absolutely stand by our guarantee.I hope this is satisfactory to Mr. [redacted] and the Revdex.com.Thank you,[redacted], Paralegal

Review: In 2001, I was given a winter coat as a gift from a friend I have lost touch with. In approximately 2004, the coat ripped and I sent it in and received the same brand new coat because the coat was damaged with a check for the cost of shipping. On Jan 2014, I contacted land's End in regards to the same issue. My coat had ripped. I wanted the same result. I shipped the coat and in May 2014, I received a gift card that stated the coat was out of stock. I am not sure how much my friend paid for the coat but I didn't want a gift card, I wanted the coat replaced. I really like that coat. Now with a gift card I am going to have to spend more money for the same coat and that is not fair. On the form I sent in, I said any issues to please call. I requested an exchange so if they were not able to do that, I would have appreciated if they would have called. I would have requested that they send the damage coat back and I would have waited until the coat is in stock. I also did not get the cost of the shipping refunded to me. When I returned the coat, I included the receipt which showed the cost of shipping. I have reached out to land's end multiple times and have gotten nowhere. I am not accepting there offer of the gift card. I would rather get my coat back. Also, when I informed them I was not refunded the cost of shipping, they asked for the receipt. I included that in the package, therefore, I do not have the receipt anymore.Desired Settlement: I would like my coat to be replaced. I am even willing to wait until winter time when the coat is in stock. Or I would like the gift card for the cost the coat will be or a price adjustment so when I use the gift card to purchase the coat, I won't have to spend any additional money. I would also like the shipping to be included. Furthermore, I would like the cost of shipping that I paid to return the damage coat to be refunded to me.

Business

Response:

Dear Revdex.com,

Review: Ever try to get one of those annoying companies, who send you catalogs constantly when you never asked for them, to actually stop sending you catalogs? Go ahead and try. Boy is it difficult. I have asked, thru Catalogchoice.org (check it out if you don't know), to contact Land's End to stop sending me catalogs and wasting paper. 5 times since 2011 you've refused to respond to Catalogchoice despite having a contract with them.

I still get multiple Land's End catalogs against my wishes, addressed to multiple misspellings of multiple names, so I tried to take matters into my own hands and contact them directly. They were of no help.

I toss your catalog into the recycle bin every time I receive it, and get catalogs addressed to different people with different misspellings. I asked to please stop mailing anything to anyone at 62 Judith rd Newton MA, but nope, you require all individual names before doing so.

There are bigger things to worry about in life - illiteracy, for example - but my gosh are you guys stubborn.Desired Settlement: Stop mailing anything to my home address. [redacted]

Business

Response:

September 12, 2013

Review: I sent an e-mail request to be removed from Land's End catalog list on 4/6/13, 7/13/13, and 10/19/13. Each time I am assured that my address has been removed. I am still regularly receiving catalogs.Desired Settlement: Please stop all catalog mailings immediately.

Business

Response:

We have received Ms. [redacted]’s complaint. Thank you.

I have researched Ms. [redacted]’s account and found we

received a request to remove her from our mailing list on October 21, 2013. We were able to promptly remove her from our

mailing list.

Unfortunately, our mailing file is sent out six

weeks in advance. Ms. [redacted] will receive

another catalog the week of November 16th that we are unable to

stop. Other than that exception, I

believe we have been able to stop all December and future mailings.

Please be certain Ms. [redacted] has been removed from

our mailing list and should not, to the best of our capabilities, receive any

further mailings with the one noted exception.

It serves no purpose to send catalogs to customers that have told us

they do not wish to receive them.

I hope this reassures Ms. [redacted] that she should not

receive additional mailings from us.

Review: On 05/01/2014, Lands' End contacted me via email to notify me of a problem with one of their products that had faulty dies that could fade or cause damage to other clothing through die transfer. Their email indicated they "want to make it right," and to "• Email your full name and zip code to [email protected] and we'll take it from there."

I responded same day with the requested information, but have never heard from them. I contacted them again at the end of May to notify them of a change of address, and again received no response. I contacted them again on 08/04/2014, and still no response. It seems that they didn't really "want to make it right" after all.

As I told them in my correspondence, I donated the clothes at Goodwill after the dye turned some of my other clothes a pinkish hue (also donated). Their product (which they took the time to contact me about) was faulty and ruined other clothes because of the fault. It seems reasonable that they would offer some reasonable remuneration for their product failure (and especially since they indicated that is what they would do when they sent me the email).Desired Settlement: It seems reasonable that they would offer some reasonable remuneration for their product failure (and especially since they indicated that is what they would do when they sent me the email).

Business

Response:

**SEE ATTACHED DOCUMENT**

Business

Response:

October 24, 2014

Dear Revdex.com,

I am responding to complaint #[redacted].

I understand Mr. [redacted] is disappointed that we did not

contact him. We have tried to locate Mr.

[redacted]’ emails. Unfortunately, we are not

finding them. Because we are not able to

locate his email, I am not able to address what the issue may have been. I apologize for this.

If Mr. [redacted] would like to call us, we will do our very best

to try to locate the original order information. Once we have the original order information

we would be able to refund the original purchase price, or if the sweater is

still in stock, we could send a replacement sweater.

Please have Mr. [redacted] contact [redacted] at ###-###-####, at extension

4238. [redacted] will do her very best to help

Mr. [redacted] locate the order information.

Thank you,

[redacted], Legal Assistant

Consumer

Response:

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.

It's unfortunate that Lands' End's most recent response lacks any basic effort to resolve-- there has been NO RESOLUTION being offered to date-- only silly claims that they are unable to locate my correspondence, that they sent me the email in error, etc. From the beginning of this Revdex.com complaint, I have provided my email and phone contact information, as well as copies of the email correspondence both FROM Lands' End (when THEY emailed me to tell me about wanting to take care of a product issue) and TO Lands' End, when I contacted them _3_ different times asking them to follow through with their original offer to resolve (which they have since indicated was a "mistake"). I'm not sure how many times a company has to be provided email and phone contact information before their "we are not able to locate" reflects a real desire NOT to resolve an issue and/or extraordinary incompetence. Further, the company's offer to "locate the original order" again reflects either a clear lack of comprehension, or simply a canned robo-response meant to throw the Revdex.com complaint over the wall... because I already told you, in my August response to that robo-reply, that the item in question was a gift. It is not customary to receive invoice information with gift items where I come from, and so requiring me to produce one is ridiculous. To summarize, in response to your "inability" to locate my email information--YOU first contacted me by email to tell me about the sweater problem and your desire to correct, which means YOU have my email address.I responded a total of _3_ times to that original email, which of course included my own email return address.In this Revdex.com complaint, I provided copies of _all_ above correspondence on _3_ SEPARATE OCCASIONS, each clearly displaying all email contact information. If you were to scan the sum total of all correspondence I have provided you throughout this complaint, you would see my email address NO LESS THAN 20 times.And, in case you still are "not able to locate" my email address after the above pointers to your own records, and even though I specifically responded to this claim in my October 1 response that I AGAIN attached (for the 3rd time-- I even commented as such in that reply) the email exchanges in question, I've attached all correspondence YET AGAIN (if you're counting, that's #4). BTW, why not go ahead and resolve this in the Revdex.com communication forum? Why take it to the mysteries of email anyway? You've proven that you can't manage email communications; whether it's sending email to me "in error," claiming you've never received my replies, or claiming you don't have my email address after being provided that information SO MANY TIMES as to make such a statement laughable. If you really were interested in making this right, you would have LONG AGO asked me where to mail the check to reimburse me for the defective product. But, you didn't... and THAT is the essence of your poor service. You've already done the "legal assistant" innuendo letter. How about just send the response that tells me to get lost because you truly don't care about customer service? That would be the first response that accurately reflects your actions to date.

Review: I returned a little over $200 of defective merchandise recently and received a gift card for only $70. With this gift card amount, I am not able to replace the defective merchandise at Lands' End.Desired Settlement: I want the merchandise replaced or I want a refund equal to the value of the defective merchandise.

Business

Response:

RE: Complaint [redacted]

Dear Revdex.com,

I have received [redacted]’s complaint. 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, we will issue a refund for the item’s

lowest sale price.

In this case, Lands’ End does not have a record of s. [redacted]’s original purchase. This

could mean many things. The item may

have been a gift, it may have been purchased in a Sear’s store, or it may have

been purchased at a Lands’ End Store. [redacted] has made many returns over the years and Lands' End has followed the same policy for all of [redacted]'s returns.

If [redacted] has the original purchase or order

information, Lands’ End will gladly refund the difference. We

absolutely stand by our guarantee.

I hope this is satisfactory to [redacted].

Thank you,

[redacted], Legal Assistant

Consumer

Response:

Review: I ordered 2 pairs of pant and was charged $124.85, the correct price.

I sent one pair back for an exact exchange.

Land's End put through another charge of $67.67 for the pair to be sent in exchange. They did NOT notify me that I was being charged!

They did NOT refund me the money for the pair that I sent back.

To date: I have been charged for 3 pair of pants, and I have received only 1 pair.

Land's End claims to have processed a return but my credit chard only shows a new charge for a pair of pants I have not received.Desired Settlement: I want an immediate refund.

I would like Land's End to notify customers when a new charge is being posted and also to REFUND for exchanges before adding a new charge.

They were very unethical in doing this and not at all truthful about my credit card.

By keeping refund money as long as possible they are being incredibly greedy.

Business

Response:

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,

Paralegal

Consumer

Response:

[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.]

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 for your attention to this matter. It was good to know that there is someone who will register and consider a situation that does not seem to have the consumer's best interest in mind.

Regards,

I don't know what happened to Lands End, but trying to get resolution on some recent returns have been nothing but a nightmare. To date they have:
1) sent me to the Post Office (25 miles away) on a wild goose chase because they claimed only 1 item from a 10-item return made it to their warehouse. I kept saying that's impossible, they kept saying no, that's what happened. They emailed me a returns label so I could, per their instructions, "go to the post office and find the box and tell the clerk it needs a new label". Just as I was about to go out the door, I got a call that they "found" the other 9 items.
2) After they "found" all the items, I did get reimbursed (in 3 separate payments, over the course of a few weeks) for all but one. This one item (a pair of pants) somehow got hung up in "processing" and I had to keep asking over and over what the status of the return was. FINALLY I got an answer: a check had been mailed...to an address I lived at over 3 years ago. For the record, I did not live there when I placed the order that this item came from. I did not have the order shipped there. Nowhere in the paperwork that I included in my return did I indicate a connection with this address. But that's where the check went! After I found this out (again, after much questioning), I was told a new check would be mailed to the correct address. That was 10 days ago. No check yet. (And I never got an explanation on how my old address got involved in this mess)
3. In the meantime, I sent another few items back to return (and yes, there is a reason I am sending all this merchandise back, after having been a LE customers for 30+ years, but that's a whole other story). The tracking showed it made it there fine, and I got an email that the return would be processed in "1 or 2 days". On the third day (since I was leery anything would be handled correctly at this point), I emailed LE. Then came a completely wacky reply that referred to a completely different customer's order...referencing a item I never bought, a credit card I did not own, and to put the cherry on top, said the refund had been made 3 months earlier!
I then contacted LE's social media page on Facebook. Her explanation for the nonsensical reply was the "Order numbers are recycled" and the rep was looking at the wrong order. They recycle order #'s after three months?? That seems pretty...unwise would be putting it diplomatically. Anyway, she said 2 different checks (why they couldn't be on the same check, I have no idea) would be sent to me. I replied and asked her to please verify it was going to the correct zip code, in light of the earlier foul-up. I never got a reply.
Once again, I emailed Lands End, making very certain to ask them to check the correct information for the return number and to make sure it corresponded with my information. And ONCE AGAIN, I got the reply about "refund in January, American Express card"
I am just completely exasperated with Lands End at this point. I have wasted an incredible amount of time and energy trying to follow up on two returns that should have been extremely simple (I gave detailed information for both returns when I packed them up, including order number and order date, so their research would be at a minimum.) Then I end up having to follow-up on the follow-ups, because I keep getting erroneous information, when I get any information at all. The incompetence and indifference I have encountered are on a par with no other company I have ever dealt with.
I am giving LE a week to come through with all monies I am owed, then I am filing an official Revdex.com complaint.

Review: I received 2 catalogs from Lands' End - one this week and one a week or so ago - offering "30% OFF EVERYTHING" The only exclusions were: "Back Rack, monogramming, gift boxing, gift cards, shipping, taxes, duties, Lands' End Business Outfitters purchases, and excluded items as marked."

I called to order a sweater - item #[redacted]. It was NOT marked as excluded from the sale - but they would not honor the sale price. I spoke to customer service. ([redacted] at extension [redacted]) She said it was a mistake and they should have excluded it - but they did not mark it. She refused to honor the sale price and suggested that I report to the Revdex.com.Desired Settlement: I would like the sweater at the sale price. I would also like an apology and a gift card to compensate me for wasting my time.

Business

Response:

We were sorry to hear that Ms. [redacted] was disappointed with one of our promotions. We take customer satisfaction very seriously at Lands’ End.

One of our top-notch customer service agents contacted Ms. [redacted] and addressed her concerns.

I hope that Ms. [redacted] feels her concerns were addressed suitably and she continues to be a valued Lands’ End customer.

Sincerely,

[redacted], Legal Assistant

Review: My daughter bought a bathing suit top a few years ago from Lands End and the straps of the suit started to fall apart, she contacted Lands End and they asked her to return the suit and they would see what they could do. She did return it and then she gets a check for $4. She paid at least $50. for that suit. My issue is their warranty states - guaranteed.period. I find offense that they would put out a motto like that but are unwilling to fulfil it. If they could not give her the same suit back because it was out of stock, then they should have issued her one in stock of the same like, kind, quality. Sending her $4. is an insult. I would like to complain that their advertising is false. And I would like them to compensate my daughter accordingly.Desired Settlement: I would like to see them send her at least a $50. gift card to replace the top.

Business

Response:

I have received Ms. [redacted]’s complaint. 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, we will issue a refund for the item’s lowest sale price.

In this case, Lands’ End does not have a record of Ms. [redacted]’s original purchase. This could mean many things. The item may have been a gift, it may have been purchased in a Sear’s store, or it may have been purchased at a Lands’ End Store.

This swimsuit was last sold by Lands’ End in 2010 as a red line clearance item for $3.99. Unfortunately, we are not able to replace the swimsuit because we no longer have this item.

If Ms. [redacted] has the original purchase or order information, Lands’ End will gladly refund the difference. We absolutely stand by our guarantee.

I hope this is satisfactory to Ms. [redacted].

Thank you,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but I feel the company refuses to help their customers. So, I am left with nothing else to say.