Lands' End Customer Service Complaints - page 2

I tried for over an hour to order a robe online and no way could I get through it. Also it was claimed orders of $50.00 or more had free shipping so I was going to order 2 robes. I got far enough to realize this was not true. I know there's usually some catches to free shipping but nothing like that was claimed, just indicated the shipping charge. While I've liked shopping at Lands End when Oshkosh had a store people w/o transportation could get to public transportation is no longer available. Liked the store, online awful.

Purchased a squall jacket for my husband approximately 3 years ago. Unfortunately he put it away after 2 wearings due to the zipper splitting. He didn't tell me about it until this year when I took it out and questioned why he wouldn't wear it. I called Lands End, hoping they would honor a request for a new jacket based on their Guaranteed Period statement on their website., as quoted below. Was told by customer service that without proof of purchase price, I would get the last known price, perhaps $5.00 or whatever it last sold for. They searched their computers and couldn't find a record of my purchase; I asked for a after holiday sale jacket which was similar and with the discount would be reasonable . After 3 calls and speaking to a supervisor, they continued to state they could only give me the last known price, ( a fraction of what I paid) and would not exchange for even a sale jacket. The best I could get was "possibly "a new zipper sent, if they have one. and $15.00 toward installing it. I don't live in an area where a seamstress is easy to find, and I don't sew, so this isn't very helpful. Too bad they couldn't give better service and live up to their "guaranteed period " statement Does Not say you have to keep your proof of purchase receipt. The jacket is basically new, worn 2x and useless unless I can go to the trouble to find someone to repair it, and find time to fax a repair statement etc. How does this meet the guaranteed period statement?

It appears to me that it is false representation and they clearly do not have the intent to make the customer happy. Their answer makes more work for me, it doesn't make me want to buy from them again.
I have done business with a competitor whose name also begins with L and had excellent service.NO questions asked. Recently returned a backpack that fell apart after several years. I expected and would have accepted a 'sorry' nothing we can do.......however, they responded with the full purchase price gift card for the return. That is customer service, no questions asked. Lands End needs to take note, in this economy, savvy customers do not expect quality items to fall apart and do not take risks with shady guarantees; when we pay for an item, we expect quality and guarantees of service; we have options, and will seek to buy from those who stand behind their products and their words.
If my husband had even one season's use of this, I wouldn't complain, but 2 wearings? Not reasonable. Also, if their guarantee stated a time period for returns, I would honor it, or if it stated proof of purchase needed, I would honor that, fair and square. . However, it doesn't make these statements: It clearly says exchange at any time........etc.

Here is a cut/paste taken from the website:
"The Lands' End guarantee has always been an unconditional one. It 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. But to make sure this is perfectly clear, we've decided to simplify it further. Guaranteed. Period.®"

If Lands End really means "Guaranteed Period" they would send a fair exchange replacement jacket; otherwise, they need to rewrite their web page and state their limitations, and that customers need to save receipts, and perhaps pay attention to time limits too.

Personally, I will buy from others who take better care of customers. For the purchase price of a sale jacket, less than $100.00, they have lost all of my future business, as well as many of my friends, co workers and family members who want to know that a company stands behind their words. Period.

I must say I was very very dissapointed in the service I received from Lands End. I ordered Christmas gifts on Tuesday, December 18th and ASSURED EXPIDITED SHIPPING and I would reveice it by Chistmas. Not so!!!! as a matte rof fact I still have not received it as of today 12/27/12. The cust. service supervisor apologized and said she would creit me the shipping charge, but failed to mentioned that it would be in the form of a CHECK...WHAT!!!! That is not how I paid!!!NEVER EVER again would I order from them!

The other thing that's really dumb about their customer service methodology is that there is never one person that consistently deals with your issue: If you send them a request, a rep replies, usually towing the company line and doesn't address your issue completely. So when you follow up, a brand new rep deals with your request. The inconsistency is really tiresome to deal with. And their reps are getting ruder and ruder to deal with. It's also laughable how you have to keep following up to get a status update on your refunds all the time.

The serive has REALLY gone downhill in the past year or so. Each time I send an inquiry t I usually get a half answer, that is, they respond to half of my question. Sometimes they don't respond to my requests at all and I even get yelled at - I once had a rep tell me that I "MUST" format an email a certain way in order to receive a response(seriously). The latest one was where I requested a price adjustment...they applied it all right, but in this case, the shipping cost (which they reapplied) was higher, making my order total higher. Not sure why they wouldn't run this by me first. I asked them to reverse it and am still waiting for a response. Plus it takes nearly a month after they actually receive a refund from me for them to actually provide me a credit for the refund. A month!



I am seriously considering cancelling my account with them, based solely on their crappy service.

Was shopping and using my 30% off code when it the site rudely told me that the code was invalid and charged me full price.

I cancelled my order,

Bad shopping experience on line to say the lease - have been a Lands End customer for years and thought this year I would take them up on their door buster deals. A very early riser here so no problem with logging in to the start of their Door Busters by 5 am CST.
Got few item on the door busters in my cart, they even congratulated me on getting them - continued to do some shopping for other items - took all of 15 minutes to complete up to 12 items in my cart. Went to check out and they removed the Door Busters from my cart and told me they were now out of stock, basically they sold the items in my cart to another customer - kind of like going to Best Buy for great deal and having a clerk walk up to you and remove it from your cart because someone else who did not take the time to get up early to get their on time to get a limited qauntity item was at the check out ready to buy the item they could not get.
Contacted Lands End customer service and was basically told - oh well so sorry. They do not see anything wrong with removing items from a customers cart I guess
THey have lost a 20 year customer over this and they do not seem at all phased or concerned about this -
What a bad online retailer - don't believe all online retailers are like this but none the less I am gone for good

I have contacted the company's 800 number several times, asked for a supervisor and my request keeps on being ignored.
My request was to stop sending catalogues to my Vancouver address, one of two given, as I do visit rarely. I mentioned that my box is far too smal for unwanted catalogues to take up space. They still clog up all space and keep on being sent through Canada Post. It may be a good way to catch new customers but it is utterly selfish to ignore old cutomers' requests! Cleverly a return address is omitted. The socalled
CURRENT RESIDENT cannot be caught but my anger is being spread to everyone around me.

I live in Closter, NJ in BergenCounty.I have been a Lands End customer for years. Imagine my dismay tofind that your company would not extend the deadline on your winter catalogue offer that expired on Nov. 13 to people like myself who had no power from Nov. 5 through Nov. 12.So many companies have stepped up to assist consumers like myself who were unable to consider shopping until they and their family members were secure. Shame on you! Rest assured that I will no longer shop with you and will do my utmost to let other consumers know of your selfishness.

I have been purchasing product from Lands End for over 3 years. I sent back a defective item and they were replaced. One year later I sent back another defective item for replacement. They tell me the item I sent back a year ago was never received and they will not replace the item they just received. I have spent hundreds of dollars with this company and they totally ruined a relationship over 29.95. Very bad customer service. They make you feel like you are stelaing from them because of their error.

My tall down coat was HORRIBLY sized. It looks like I ordered it from the maternity section. And it took a week for it to arrive (I placed the order hoping it would get to me by the weekend) I went online to their customer service live chat and the customer service rep was no help whatsoever. Said they would upgrade the shipping to 2 day for an additional $5, which I did not think an unhappy customer should pay for. She told me it was a great deal and normally they charge $21. I called and the woman couldn't even give me the measurements for the next size down and she also said they would charge me the additional $5 for upgraded shipping. This WOULD have been my first purchase from Land's End, but I will be returning my jacket. Too bad too because not many places have tall length clothing for women.

Not sure but lately all my orders have been taking OVER A WEEK to get to me. That is very different and UNLIKE Lands' End and I DEFINATELY will think twice about purchasign again. What good is free shipping if it takes that long to get and two out of three shipments get lost!!!!!!!!

No good anymore will buy somewhere else that appreciated my orders more.

I ordered clothing for a daughter's internship in another state. Since I was concerned that the items would not arrive in time, I paid for 2 day UPS shipping. When the items which were ordered on a Wednesday had not arrived by Saturday, I contacted Land's End. I was told that two day shipping doesn't really mean two day shipping. It takes Land's End one to two days to process the order then the two day clock begins. Had I known, I would have paid for express shipping. My daughter will not be here to try on the clothing and it will cost me even more money to ship the clothing out of state. Land's End has lost a good customer. Their customer service department acted like I should have realized it would take several days for the company to process the order.Really!

I am in Australia and have been waiting over 5 weeks for a shipment. Lands End claim they can't get replies to their emails to their shippers Brokers Worldwide. Unable to get the name of their Australian agents, who collect the items from Customs and on-ship them around Australia. Lands Ends records indicate the parcel was cleared by Australian Customs over 3 weeks ago, and it has even been allocated an Australia Post Express Post tracking number, but I can'c chase up with Australia Post unless I know who sent it, which in this case is the Australian Agent of Brokers worldwide.

Terrible Customer Service-Lack of transparency in how they ship packages-Lands End business practices border on fraud:
I am no longer a LandsEnd customer after having ordered from the company for well over a decade. My last two orders did not arrive and neither were part of the holiday mailing period. I requested UPS delivery
(confirmed by their phone rep--I prefer to order via phone) & supposedly they sent the orders via a method that uses UPS to deliver to my post office. This was never stated by the Lands End representative and there is no information in their printed catalogue regarding this. And, if told, I would never have agreed to this method of shipping.
Their customer service reps offered no assistance, & I never received the merchandise that I ordered. Here's my advice: file a complaint with the Consumer Affairs dept. in your State, and, send a certified letter to the CEO of Lands End.
(Lands End representatives are told only to give out a generic email address--I insisted that I wanted a mailing address. Here it is:

Mr. Edgar Huber
Building #5
Lands End Lane
Dodgeville, WI 53595

How appropriate it is that Lands End is based in a place named "Dodgeville". They take your order but 'dodge' any responsibility for customer service and assistance thereafter.

AWFUL. They have customer service that is fake-friendly, but saying 'sorry' doesn't make up for shoddy merchandise & not being able to resolve issues. They may have had nice coats 15 years ago, but the stuff they sell now is cheap, cheap, cheap and not at all worth the price tag. Also very poor at communicating shipping info/ following up with submitted complaints. I'd guess it takes longer for them to resolve complaints these days because they're getting so many of them!

I find that LE shipping service is beyond ridiculous. I placed the order 10 days ago. As we know the company charges you at the day of shipment. Fine. My order was shipped 7 days ago. Guess where it is now? It is STILL there at original scan. So they just scanned it in order to get my money and then my package sits there until they feel like sending it to me.

Obviously the company policies are very poor and they are trying to get their business running by exploiting their customers patience. This is not a good way to conduct business and I do not expect any prosperity for this company.

I ordered multiple items all appeared as "in stock." The entire order was held up because one item was being hemmed and I was told on the phone that is why my order would not be in time for Christmas. The order arrived in two separate packages anyway. When I inquired as to why the rest of the order was not sent the customer service woman said it was my fault for not ordering express shipping. ( not there fault for holding on to the whole order)

I placed an order on 12/20/2011 and paid for 2 day delivery - package did not arrive and UPS has nothing to acknowledge pick-up.

I contacted Lands End and was told that I would get shipping charges refunded - has not taken place - and that my package was mailed to Canada??


I will never do business with Lands End again!

I purchase merchandise from on-line vendors all the time and I have never had such poor service.

Well, my package did not arrive in time for Christmas and is still missing. Their website says standard shipping is guaranteed to be delivered in 5 business days, and that it first goes by UPS and then Post Office for final delivery. They claim there is no tracking number or Delivery Confirmation to be had. ??? Something seems fishy. This is to a PO Box so it's not like the box got stolen off my porch or something. I asked the post office if by chance they had a package for me and just forgot to put a notice in my box. I'm in a small town and they know me by name (so it's not like it's a humungous city processing center where it could be misplaced.) The postman said "everything Lands End ships has a Delivery Confirmation number." So he thought that the fact that Lands End is telling me there is no number anywhere for my "shipped" package seems very strange indeed. I will wait a few MORE days to see if anything turns up and then I will have to open a dispute because they apparently have ZERO proof they actually shipped anything to me.

I had a Christmas package that did not arrive as guarenteed and received terrible customer service. The women was not rude nor friendly and never said, "I'm sorry this did not arrive on time." She actually said, "what did you want? You go free shipping so we cant refund that?" Better to buy at REI!!!!!!!!!!

OMG!! What a terrible experience. I ordered on 12/17 was told delivery by Christmas. Checked the status and won't be delivered until 12/28. I ordered 13 items. Customer Service not helpful at all.

I've been flooded with emailed coupons from them. I got a 40% off coupon about a week before Christmas so decided to take advantage of it. Except... whoops... they had no merchandise left! Everything I tried to put in my cart was "no longer available." Good for them, I suppose... bad for me. Why keep emailing coupons when you're already sold out of everything for the holiday? Well anyways, I did find something to buy. Now it's a week later and my order # still comes up as "tracking unavailable." So opened a live chat with customer service and they said "It was sent to a PO Box. There is no tracking available for Priority Mail." Well, my friend, there is. It's not as exact as UPS tracking, but Priority Mail comes with automatic delivery confirmation #s when done by computer (which Lands End most certainly is. I doubt they are sending employees to the post office front counter with thousands of packages daily to processed manually.) I am disappointed that Lands End does not have their s**t together enough to provide their customers the tracking/delivery confirmation number like every other online business big and small does. Hell, when I sell stuff out of my Etsy shop the customer automatically gets an email from Paypal with the delivery confirmation number, even for first class mail! Lands End should upgrade their shipping system. I have no idea if my package is going to arrive in time for Christmas.

So called 25% off and free shipping? Not really, you must read the fine print to find out it doesn't really apply to everything, well sort of. Customer Service could have resolved my issue on a $60 order for $15.

Will NEVER order from Land's End ever again. The quality has gone down. The insulated squall parka I ordered has less insulation than the previous one I owned. There's not insulation in the sleeves for goodness sake! I need a coat that will keep me warm because I work outdoors for hours at a time. I'll try a company that uses local employees. Buh Bye Land's End!!!!!!