Lands' End, Inc.

There is a huge banner on the website today (11/8/2013) thay states, "30% OFF EVERYTHING." I put in the code FRIENDLY with the pin 3055 as stated and it only took 30% off of one of two items. When I contacted the retailer by telephone I was told that the specific item I ordered stated, "Promotional savings not valid on this item." I was also told that the company does not discount items that are low on stock. If the banner had not read "30% OFF EVERYTHING," I would not be writing this letter.

If you click on details of the offer it reads ' Save 30% on Lands' End merchandise (excludes Buy More and Save pricing, Back Rack, monogramming, gift boxing, gift cards, shipping, taxes, duties and excluded items as marked). Also receive Free Shipping to U.S. and Canadian addresses on a single order of $50 or more of merchandise after promotional savings applied. Discount will be applied at checkout. 5-7 business day delivery to most addresses. This offer has no cash value and is not redeemable for cash. Excludes Lands' End Business Outfitters purchases. Promotional savings may be deducted from returns. Offer valid through 11:59 p.m. Central, November 12, 2013. Not valid on previous purchases or when combined with any other promotional offers or employee discounts." Even though there is a disclaimer the word EVERYTHING is misleading. How can "Everything" have exclusions?

I've ordered a lot from this company, they have quality merchandise, but there is room for improvement in some avenues.

Review: Wisconsin Revdex.com:

If Lands' End had conducted honest business practice, it would not have resulted in a letter to you.

The company issued 3 refund receipts through Sears 01698, took back ALL THE MERCHANDISES - some severely defective, most not even opened from the factory packaging - but REFUSED TO ACTUALLY REFUND THEIR OWED MONEY.

The return was on 10/14/13 at Sears 01698 - in the amount of $167.75, $21.35 and $30.51.

The order # are [redacted] - in that order.

On those 3 receipts, it even stated "will refund...within the next 3 business days."

Those were Lands' End lies, they never sent any refund amount.

A letter sent to Lands'End inquiring about refund status was NEVER answered; phone calls directed to their office ###-###-#### were answered with screaming, shouting, insulting, raging, angry, unstable associates who used all their energy to argue, shout, and use every intimidation and bullying methods imaginable and unimaginable to avoid honestly refunding the owed money or conduct honest business practice. Those Lands' End employees were so combative, confrontational, bullying, and abusive that when the Sears cashier processing the refund on 10/14/13 at Sears called them with an item question - he stated the Lands' End reps are "extremely rude, difficult, had attitude, and sounded so angry on the phone... a lot people have been returning their stuff... she was yelling and screaming at me on the phone..." That cashier's manager at Sears also agreed as he heard Lands' End loud shouting during the phone call.

Due to Lands' End heavy intimidation tactics, cheating, dishonesty, and never ending abuses - they will not refund the money despite taking all the items for those 3 receipts - if Sears did not take all the items first, Sears would've never printed 3 Sears Lands' End refund receipts (it was mailed to 1 Lands' End lane, Dodgeville, WI).

I have the 3 Sears refund receipts dated 10/14/13, BUT NO ACTUAL MONEY REFUND OF PURCHASE PRICE. Lands' End holds all merchandise and all of the money - still refusing refund.

Will you

please assist in dealing with that unstable, vicious, dishonest Lands' End - assist in obtaining the FULL REFUND AMOUNT ABOVE - SINCE 10/14/14 THEY HAVE HELD ALL DUE MONEY IN THEIR POSSESSION?

They have in every sense broken ethical business conduct, honest business practice, scammed, shattered integrity, and shattered their very own advertised corporate campaign claim "guaranteed. period." & "return anytime..."

Sincerely,

*. [redacted].

[redacted]Desired Settlement: REFUND THE FULL AMOUNT DUE - CONDUCT HONEST BUSINESS PRACTICE, FOR ONCE.

Business

Response:

We do have records of three returns to Sears’ stores of Lands’ End products:

[redacted] – Billing address on order was [redacted]. The refund was issued on Order [redacted] on 10-15-13, CK#[redacted] for $167.75 was processed and sent to the PO address and remains outstanding/uncashed.

[redacted]- Billing address on order was [redacted]. The refund was issued on Order [redacted] on 10-16-13, CK#[redacted] for $21.35 was processed and sent to the PO address and remains outstanding/uncashed.

[redacted] – Billing address on order is now PO Box 521 Fremont CA 94537. The refund was issued on Order [redacted] on 10-18-13, CK#[redacted] $21.35 not $30.51. The refund difference is due to a promotion credit that Ms. [redacted] requested after the order was received. The refund check was cashed on October 24, 2013.

It appears that Ms. [redacted] moved and the first two return refunds were sent to the address on record, what appears to be an old address. Unless specified, Lands’ End issues refunds to the original address and original form of payment. The return paperwork provided did not indicate a change of address.

Ms. [redacted] did call and speak to a sales representative, a supervisor, and a manager. Ms. [redacted] told them all she had three receipts and demanded all of the refunds be resent. When the sales representative, supervisor, and manager each requested information from the receipts to be able to verify that we had the correct information, Ms. [redacted] declined to provide the information and hung up.

Understandably, we are not able to cancel and reissue refund checks without verifying customer billing information. The original information we received was provided from the Sears’ store where Ms. [redacted] returned her merchandise, since Ms. [redacted] did not receive the refunds that were issued, we needed to find out which information was incorrect.

If Ms. [redacted] would like to contact Ms. [redacted] in our financial services department at ###-###-#### or ###-###-#### to verify the correct billing information, we would be happy to cancel and reissue the two checks that have not been cashed.

It should also be noted that Ms. [redacted] has a long and well documented history of disagreeing with our sales representatives and management staff while seeking additional compensation in various forms of credit.

Exceptional customer service is one of our prized goals, and we strive to provide that to all our customers. However, try as we may, we simply cannot satisfy every customer. Perhaps it’s best to part ways rather than continue to disappoint Ms. [redacted].

Sincerely,

[redacted], Legal Assistant

Consumer

Response:

Review: I returned 2 items I purchased online with my debit card to a store on January 10, 2015 salescheck #012130193693, order #6612227-1, for $89.40 and salescheck # 012130193693, order number 5016629-1, for $41.30. Salesperson said I should have refund in a few days, credit slips say refund issued in 3 business days. I called customer service 1/17/15 because I did not have payments credited to my bank account. first agent said it was processed 1/12/15 and I should receive in 5 days. second agent was supposed to give me the trace number, but would not. Today is January 29, 2015 and I still have not received my refund.Desired Settlement: refund immediatley, should have been within 3 business days stated on credit slip

Business

Response:

Dear Revdex.com,

As a "gift" Lands End customers (including myself) received a free subscription to GQ magazine. I didn't ask for this and received an issue with a picture of a naked women on the front. The only thing covered was her nipples with very small flowers. I find this in very poor taste especially since my home is a family home. Customer service is blaming it on marketing. I feel it is necessary for some one to explain to them I do not like receiving [redacted] in the mail.

Review: I bought a coat online order number [redacted]. It was purchased on 11/12/2013 via internet. I never received what I purchased and I never got notified but the canceled my order.Desired Settlement: I would like to get what I purchased for the price and the free delivery I was promised.

Business

Response:

I have received complaint [redacted] from Ms. [redacted]. Thank you.

A hold had been placed on Ms. [redacted]’s address/account while Revdex.com complaint 8061512 on December 21, 2009, was being resolved. There was a misunderstanding of our return policy, but that was resolved by sharing the details of our policy, the same return policy we use today, with Ms. [redacted].

At the same time, as Ms. [redacted] is aware, a large quantity of returns was being made from the same address without any purchase history/receipts by a former Sears’ associate that was living at the same address.

I apologize to Ms. [redacted] for the inconvenience, but because of the seriousness of the situation we felt we needed to place a hold on that address. Please assure Ms. [redacted] that the hold has been removed from her account since she is no longer at that address.

Ms. [redacted]’s order has been reinstated with the discounted sales price and free shipping.

Again, I apologize for the inconvenience.

Thank you,

Review: Yesterday (11/10/2013) I signed on to the LandsEnd web site to do some birthday shopping for my wife, and to take advantage of an advertised 30% OFF EVERYTHING sale listed in the company's mailed catalog. It was also listed front and center on the web site with a Code and PIN listed to be used at checkout. I put some items in a basket - two pairs of "Starfish" pants, which entitles one to special Buy More pricing, then started to check out. I entered the 30% off code and pin, and SURPISE - not only was the Buy More Pricing deleted, resulting in a slightly HIGHER COST for the product, but I was also informed that I couldn't get free shipping until I spent $50.

That's called BAIT and SWITCH. It's a lousy trick to play. There was also no mention that I could find of this 30% off sale excluding the Buy More reductions from the 30% OFF in the catalog we received in the mail or on the web. Today (11/11/2013) I see that they have added a full description of the convenient exceptions through a link you have to select to get the 30% off Code and PIN, so they obviously agree that they misled the customer. But LandsEnd still calls it 30% OFF EVERYTHING.Desired Settlement: I want LandsEnd to publicly apologize, both in a letter to their customers and on the front page to their catalog web site, admitting that they made a Bait and Switch-type mistake which resulted in charging their customers more instead of less for their products, and that they regret having made such an error. I want a big, fat, unreserved, no qualifications apology.

Business

Response:

We have received complaint [redacted] regarding our most recent

promotion. Thank you.

We are sorry that we have disappointed Mr. [redacted]. Customer satisfaction is very important to us

and we do not like to disappoint our customers.

The details for the 30% off everything promotion in our

catalog and online were:

Save 30% on Lands’ End merchandise (excludes Buy More and

Save pricing, Back Rack, monogramming, gift boxing, gift cards, shipping,

taxes, duties, Lands’ End Business Outfitters purchases, and excluded items as

marked). Discount will be applied at

checkout. Online and phone orders also

receive Free Shipping to U.S. and Canadian addresses on a single order of $50

or more of merchandise after promotional savings offers. 5-7 business day delivery to most

addresses. This offer not redeemable for

cash. Promotional savings may be deducted from returns. Not valid on previous purchases or when

combined with any other promotional offers.

These details have not changed since the promotion began on

November 4, 2013.

Our Buy More and Save pricing items are some the best deals

Lands’ End offers and they are always excluded from any additional promotions

Lands’ End runs.

We appreciate the feedback from Mr. [redacted] and have shared

his disappointment with our promotions team for future consideration.

I hope this is agreeable to Mr. [redacted].

Consumer

Response:

I purchased boys pants for my 5 year old. When they arrived and I opened the package, they had a strong chemical smell. I contacted Lands End to find out what kind of chemicals they use on their kids clothes (e.g., formaldehyde) because my son has multiple allergies and chemical sensitivities. They first sent me a reply that they were looking into it, but they never followed up. i've submitted the question two more times, and still no follow up.

Review: Lands' End has a guaranteed return policy. I e-mailed them regarding the return of unworn items with tags and in original packaging purchased in 2010 and I was told to return the items by mail. I spoke to Judy in Customer Service in November 2013, who told me to pack up all the items and to NOT put in my credit card number on the refund forms for security purposes. Judy told me it would take 6 to 8 weeks to receive a refund due to the Christmas season. I sent the package back to Lands' End on December 7, 2013 via the US Postal Service with 11 pages including a two page letter, return forms and receipts packaged in a ziploc bag to prevent damage. In my letter to Lands' End, I told them to call me at my home phone for the credit card information and if they had problems reading the return receipts . I called Lands' End today to find out where my refund was and they told me that they had processed the return partially and sent it to an expired and closed credit card! They had ignored all my instructions regarding calling me for the credit card number and for a PDF of the printed receipts. I spoke with someone named "[redacted]" who then told me that Lands End had done their part and that I needed to call the credit card company. I asked Lands' End why they ignored my instructions and why they would even send a refund to a card that had expired in November 2010. [redacted] told me very rudely that Visa had accepted them money and I needed to take it up with Visa. [redacted] also indicated the paperwork had been destroyed and there were no records to send me.Desired Settlement: Full refund of all items returned and the refund in check form. A receipt indicating how all the items were processed and refunded for accountings and records keeping purposes.

Business

Response:

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

Unfortunately, Lands’ End does destroy return paperwork after one week. Regrettably, I am not able to see what written information was included with the return. I apologize that I am not able to address this part of the complaint.

When at all possible, Lands’ End will always credit the original form of payment. That is what Lands’ End did in this case. Ms. [redacted]’s Chase Visa, account was credited $259.55 on December 27, 2013. Chase Visa accepted the credit with the reference number 74[redacted]785.

In circumstances where the credit is accepted, the customer has either received a new card or the credit was applied to a previous balance. Unfortunately, Chase Visa will only share this information with Ms. [redacted]. The only information Chase has shared with Lands’ End is that they did accept the credit and it is still a valid account.

Ms. [redacted] can obtain this information by calling Chase Visa at ###-###-#### and providing the reference number 74[redacted]785.

I am also including the credit details that Ms. [redacted] requested for the details of how the items were processed and refunded.

I hope this addresses Ms. [redacted]’s concerns.

Thank you,

Review: I purchased a Women's Extreme Squall Jacket from Lands End several years ago. Their guarantee policy reads "If you're not satisfied with any item, simply return it to us at any time for an exchange or refund of its purchase price. We mean every word of it. Whatever. Whenever. Always."

I called today (November 17, 2015) to explain that the glue holding the velcro to the wrists had eroded, and that the straps meant to tighten around the wrists were just hanging there. I was told they no longer make the EXACT jacket I have (although they DO make other squall jackets), so the best they could do was return my money at "the lowest price the jacket sold for" - meaning the sale price - not even what I paid, since I no longer have the receipt, and they claim to only have records going back 2 years. (Seriously? LLBean has them going back much further...)

What is the point of saying you'll replace a product if you keep changing your product line so you never have to? Giving me a refund that is the sale price of the jacket from several years back does NOT equal replacing the jacket! It means I have to pay the (probably substantial) difference to buy a new one. No one, not the initial person I spoke with, nor the manager, could answer for me what the refund price would be. They told me I had to mail it in to get the price! That's ridiculous.Desired Settlement: I would like my jacket to be EXCHANGED, as promised on your website, Lands End.

Business

Response:

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

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.

Regards,

Review: On 8/14 I placed an order for uniforms for my son. I mistakenly ordered the wrong size uniform pant. I called to try and intercept the order and exchange the item. The intercept was unsuccessful. When I received my items, they were the wrong size, because I did not want to invest additional money the representative suggested I visit my local Sears store and obtain an exchange via gift card at the store. This way I would not need to pay for the order again while I waited for the refund to process on my card. I waited two hours standing in the store and called customer support twice before someone was able to help me. The rep agreed to make an exception, process the return in store and ship my items to my shipping addresse, [redacted] She sent me a complimentary shirt which I suggested for my trouble and assured me delivery by 9/15. Yesterday I arrived home to find a box abandoned at my home address of [redacted] form Land's End, when I opened the box the shipping label referenced 6 items when there was only 5 in the box. I was missing a pair of Khaki pants. I called the company and they assured me that they would ship them next day to the shipping address. Today I arrive home and find a UPS missed shipping label AGAIN at my home address, not my shipping addresse and the label states that the box will be dropped at a pickup location that is completely inconvenient for me. I dial the customer service number to see how they will fix my issue this time and I am greeted by the worst supervisor in history who refuses to sympathize with the madness I've been subjected to, refuses to refund my money and trys to pacify me with a bottle of lotion as a "gift" for my trouble!Desired Settlement: I want my money back and the items for free. Its the least they could do for all the mistakes that have caused so muxh agravation.

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.

Regards,

Review: I sent back some items to Lands End which fell under their warranty. They refused to honor their warranty on two very expensive gifts that I received of cashmere sweaters. They sent me a 3.99 refund for two oxford shirts which were at least $50.00 a piece.Desired Settlement: I would like a refund of the value of the two cashmere sweaters and the two oxford shirts.

Business

Response:

Dear Revdex.com,

Ms. [redacted] returned the

following Lands’ End items:

S0491094S 17 35 BURGNDY MN R LS STRP 100% BD OXF 1

4.75 CREDITTED

S0109725S 12 SFPEACH WM 100% WC OXFORD SHIRT 1

5.50 CREDITTED

Ms. [redacted] did take

advantage of our easy return label at a cost of $6.95, so the total of her

refund was $3.95.

Guaranteed.

Period.® If you're not satisfied with any item, simply return it to us at any

time for an exchange or refund of its purchase price.

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. Ms. [redacted] did not have the information for the original purchase, so the lowest sales price was refunded. If Ms. [redacted] is able to provide the original

purchase information, we would be happy to refund the difference on the two items

that were Lands’ End items.

Unfortunately, most of

the items returned were not Lands’ End items.

They were items from various other manufacturers that appeared to have had

labels cut out, and had Lands’ End labels sewn in. Lands' End sent these items back to Ms. [redacted] with a

letter explaining why they were being returned (attached).

Again, if Ms. [redacted] has

additional information on the two Lands’ End items original purchase, we would

be happy to search our records to find the original purchase and refund any difference owed.

Unfortunately, on the non-Lands’ End items,

we are not able to assist Ms. [redacted] any further.

I hope this is

satisfactory to both Ms. [redacted] and the Revdex.com.

Thank you,

[redacted] Legal

Assistant

Consumer

Response:

Review: Around the middle of December my husband bought me for Christmas 3 turtleneck. Two white and one black one. It is now almost Feb 1st and all of the turtlenecks has the seam that is unraveling. I have tried to contact customer service and they told me I would have to pay for the shipping back and I only have 30 day money back guarantee. Now the bottom of the turtleneck is bunching up when I wear them. I can't wear them anymore and my husband spent $60.00 for this defective products.Desired Settlement: I would either like a better made replacement turtleneck or a refund.

Business

Response:

I was quite perplexed when I received Ms. [redacted]’s complaint. Lands’ End is always happy to replace defective merchandise or refund the purchase price if that is preferred or a replacement is no longer available. We do not have a 30 day money back guarantee…we’ll do this anytime for any of our customers.

We do have the record of Ms. [redacted]’s order. One of our customer service representatives called Ms. [redacted]. Ms. [redacted] requested, and will be receiving replacements and a return label will be included to return the other turtlenecks.

I hope Ms. [redacted] is satisfied with this resolution and remains an appreciated Lands’ End customer.

Thank you,

[redacted], Legal Assistant