Lands' End, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
Gayle ***

At issue is the form of the refund for backpacks purchased, and then returned, by Ms***. 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*** on 9/14/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 years in the first instance, and over 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/Ms*** 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 accountOur Service agent properly informed her that the entire process could take up to two weeks On 9/18/17, Ms*** 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*** that it had received confirmation from the bank the checks had been voided. On that date Lands' End credited, in separate transactions as she requested, $for each order to the accounts she provided. She was told banks post credits in to days. She was told the checks cannot be transacted It has been days since the credits were sent. Lands' End has not heard from Ms*** that the credits did not go through, Based on these facts, I believe the matter is resolved. Christine ** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ***

December 15, Dear Revdex.com, RE: Complaint *** I have received Dorothy *** complaint. Thank youLands’ 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 priceIn this case, Lands’ End does not have a record of Ms*** 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 Ms*** did not include any order information with her return. Lands’ End has not carried the returned swimsuit since 2006. Because of the age of the return, our supervisors made every effort to locate an order for the swimsuit, including speaking with Ms*** to obtain additional information that might be helpful to locate the original order. Ms*** was unable to provide additional information and requested that we not contact her again. We have complied with her requestIf Ms*** 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***Thank you, Catherine *** Paralegal

April 18, 2017Dear Revdex.com,We have received Ms***’s complaint #***.Ms***’s order was damaged during shipping. Unfortunately, this does happen on occasion. Ms*** disputed the payment on April 12, 2017, with ***, the method of payment. Once a customer disputes the
payment with ***, the money that was paid to Lands’ End is reversed. Lands’ End no longer has their money, *** has their money. Once Ms*** disputed the payment on April 12, 2017, the refund needed to be issued by ***, the holder of their funds. *** completed the reversal on April 18, 2017, and Ms***’s *** 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***, 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***’s order was damaged during shipping, but hope that Ms*** accepts our apology.Sincerely,Catherine *** ***

[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 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,
** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ***

Dear Revdex.com,We have received Steven ***’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***’s comments to our creative team for review.We have also contacted Mr*** 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***’s satisfaction. We hope Mr*** remains a fan of Lands’ End.We hope this is agreeable to the Revdex.com and Mr***.Thank you,Catherine ***Paralegal

[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
is satisfactory to me.
Regards,
*** ***

January 18, Dear Revdex.com, RE: Complaint #We have received Dionne M*** complaint. Thank youMsM*** 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 MsM*** 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 basisWe attempted to contact MsM*** 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 bootsWe did not receive a response back prior to the order shipping. It should also be noted that MsM*** was never charged $50.96. Customers are not charged until their order ships. There was an authorization for $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’ EndThe money is not taken from the account on an authorizationOnly $was charged, or taken from the account, when the order shipped, for only the items that shipped. We do understand MsM***’ 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 MsM*** shop for other boots that are in stockWe hope this is satisfactory to the Revdex.com and MsM***Sincerely, Catherine S***, Paralegal Tell us why here

[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 is satisfactory to me.
Regards,
Selim ***

Dear Revdex.com, We have received Steven ***’s response. Thank youWe apologize for any misunderstanding. Our customer service representative understood Mr*** wished to keep the bean bags as gifts for his daughters. If Mr*** has changed his mind, we are happy to accept the return and refund Mr***’s money. Our customer service representative will contact Mr*** directly to facilitate the return and refundOur creative and internet teams have received Mr***’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***Thank you, Catherine *** Paralegal Tell us why here

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 $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 ***. Shop Your Way is owned by Sears, not Lands' End. Thank you. I hope this resolves your complaint

Dear Revdex.com,I have received Revdex.com case number ***. 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***’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*** personally and were able
to come to an amicable resolution. We
believe Ms*** is satisfied with the resolutionWe hope Ms*** continues to be a loyal Lands’ End customer.Thank you,*** ***Paralegal

This message is in response to this Complaint. Mr***’s return arrived at Lands' End on October 5, 2017 and was scanned as receivedUpon scanning, an auto-generated email was sent to Mr***, letting him know that the return was receivedMr*** is
accurate that this email states that the return will be processed in 1-business days and that he would be notified as soon as the processing was complete. Mr***'s return was opened by the returns handler on the next business day, Friday, October 6, 2017. The noted reason for the return was “- Received incorrect item”. The returns processor then put the order on hold until verified, which usually occurs the next business dayThe next business day was Monday October 9, 2017. Unfortunately, the Returns area was a little behind, and therefore the issue was resolved two business days later than usual on October 11, The order was released on October 11, 2017, went through nightly processing, which resulted in the refund occurring on October 12, 2017. Mr*** should be in possession of his refund. We apologize for the delay. As a result of this complaint, we are exploring adjusting the auto-generated e-mail to reflect current processing times. Sincerely, Christine ***

This letter is
in response to the complaint that was forwarded to Lands' End dated July 27,
We have reviewed our files, which indicate the following:Mr*** made a purchase in the amount of $using Shop Your Way Points to purchase Lands' End product, which he then returned on July 10,
2017.On July 20, 2017, Mr*** 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, Mr***'s points were appropriately refunded, in full, on July 27, 2017It would
appear that Mr***'s complaint was resolved the date it was filedI
apologize for not responding within the original timeframe of days.If you have any
other questions or concerns, please do not hesitate to contact me

August 23, 2016 Dear Revdex.com, We have received complaint id ***. Thank you.Ms*** place an internet order on July 29, 2016. On August 9, 2016, we received a call from Ms*** 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*** did not comment on the font used for the monogram at this time. Ms*** indicated her daughter needed the backpack for school on Wednesday, August 17, 2016.Lands’ End replaced the backpack without billing Ms***. 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***.On August 12, 2016, Ms*** called and indicated the monogram was wrong on the new backpack. Our customer service representative attempted to work with Ms***, but Ms*** became irate and hung up on the customer service representative.On August 14, 2016, Ms*** called again. Ms*** explained that the backpack arrived with the correct owl embroidery and the correct name monogrammed on the backpackHowever, 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***.The third backpack was delivered on Tuesday, August 16, 2016. We have not heard from Ms*** 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,*** ***

December 22, RE: Complaint *** Dear Revdex.com, We have received Gayle ***’s complaint. Thank youMs*** placed a large order and called to let us know she did not receive part of her orderSpecifically, she did not receive a pair of boots that were on the
order. Lands’ End sent her a replacement pair of boots at no chargeIn the meantime, Ms*** disputed the full order amount with Paypal for non-receipt of the boots, which totaled $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***Thank you, Catherine *** Paralegal Tell us why here

RE: Complaint No***Dear Revdex.com,I have received Mr***’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***’s original purchase and no original purchase information or receipt ofpurchase was included with the bag or given during the initial phone conversation. Mr*** 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 $and possibly lower if additional discounts were applied. Mr*** was refunded $82.49. This was the $refund for the not quite perfect 22” wheeled bag, $shipping and $tax. In addition to this, he received an additional $for his inconvenience.If Mr***’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*** and the Revdex.com.Thank you,*** ***, Paralegal

February 3, 2017Dear Revdex.com,RE: Complaint ***We have received Dorothy ***’s response. Thank you.We understand Ms***’s frustration. Please know our original offer to help Ms*** still stands.If Ms*** has the original order information, or Ms*** 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***.Thank you,Catherine ***Paralegal