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Reviewed April 10, 2020
Down vest is not down at all, 100% polyester lining, no logo in front, just look like regular jacket, very bad quality also sizing is not correct and much larger than claim to be. If you ship overseas they do not return tax or post expenses, do not recommend. I also like to add photos for proof.
Reviewed March 6, 2020
Recently my company purchased business shirts from Lands' End. One of the three wrinkle free shirts was anything but wrinkle free. When I mentioned it to the sympathetic customer service rep, she had no choice but to bill me for the replacement shirt and at some time refund me for the defective one. I dont know any other supplier that will do that. And the shirt was frightfully expensive to begin with. I recommend that you think twice before using this company in the future.
Reviewed Feb. 20, 2020
Lands' End has provided quality merchandise across the four seasons: swimsuits, pants, men's pajamas, flannel shirts for men and women, down vests, etc. Easy returns with quick credit card refunds; very amicable phone staff who have gone the extra mile in assistance. Sales are valuable for me to be a dedicated patron. Catalog presentations are precise and helpful. Other companies could benefit by imitating this level of service and quality.
Reviewed Jan. 29, 2020
I returned the bad quality jacket at the same day after received it. I called to customer service and explained about problems with this jacket and required to receive credit because I returned it. But, Lands' End send me unwanted package with poor quality jacket again. I contacted with customer service and I received very bad, impolite responses from them. I very disappointed with Lands end. Now, I have responsibility to drive to post office again to send this package second time. It is not my responsibility. I believe customer services at Lands end are incompetent and provide bad customer service to us customers. We pay money to them and agents response to us with angry, resistible responses regarding orders and returns. I want resolve this problem because it very disappointed. I am very good customer and did not deserve bad responses that covered their incompetence.
Reviewed Jan. 11, 2020
Be aware that anything you purchase from LE that needs to be returned will be your responsibility. I support the quality of their clothing but not their return policy. I like their clothes but will not be ordering from them in the future. Their shipping rates are expensive and if you have to return the item, you get to pay again. In this day and age of free shipping, it is difficult to compete with that mentality. I felt like I got penalized for returning an item. I even have a $10 anniversary award that will not use due to their return policy.
Reviewed Dec. 20, 2019
Lands Ends is a preferred school uniform provider for my son's school. I have seen declining of shipping school uniform in a timely manner. I love Lands End's clothing due to the quality of their products; however, within the last 3 years I have seen declining of the quality of their clothing. Several orders had to be returned due to defect. Furthermore, you can't go by Lands Ends children's sizing chart. Lands End childrens runs a size smaller. I had ordered several sets of pajamas using their chart. I had to return them all for the next size up. When I received the new sets, top and bottom are two different sizes. Again, they will need to be returned. It's such a hassle and frustrating having to always making a return or an exchange due to either a defective products or error on their end.
Reviewed Dec. 20, 2019
Great selection, good values, excellent customer service; been a customer for more than 15 years, products are fantastic quality and their exchange or return policies are very flexible. Their catalogs always have the newest and I get them all the time.
Reviewed Dec. 19, 2019
Consistent quality in the clothes I have purchased. Good website & quick delivery. Good fit achieved from their measurements guide & sizing. Great for the whole family including fun gift ideas. Great customer service.
Reviewed Dec. 18, 2019
The clothes fit well. Any time there has been a problem it was fixed immediately. I had to return something that started to fray and they sent me a new item even though the item was over 2 years old. Great customer service.
Reviewed Dec. 17, 2019
Land's End always has quality clothing, durable and classic, with features like quality natural fibers and excellent fit. They often will monogram items as well. They cost more but it's worth it. I seek out Outlets and buy clothing as well as other items that way.
Reviewed Dec. 16, 2019
I've been shopping with Land's End for nearly 2 decades. Their regular prices are a good value for the quality of the product and the sale prices are GREAT. I've only returned a clothing item once because some of the stitches had begun to unravel after a month or so, I received a replacement without hesitation with free shipping both ways. You can't ask for better service than that. Especially for clothing.
Reviewed Dec. 15, 2019
I like a lot of their styles and when shopping their sales, I do find their quality in line with their pricing. However, I get annoyed with their sizing. At about 5'4" and approx. 138 lbs I wear semi fitted clothes so I don't look baggy being short. However, I am female and therefore do have breast I need to 'stick' somewhere. Their tops run small in the chest and long in length, so by the time I buy the size that fits me in the chest, the waist is baggy plus the item gets real long. When using petite sizes it gets even smaller in the chest and wider in the waist. This is the typical "Kohl's" or "JCPenney" type of sizing. I wished Land's End would move away from that or at least give some other options. Better yet, list the exact measurements in cm or inches. Amazon and Ebay sellers have done it for a very long time!!
Reviewed Dec. 14, 2019
Land's End continues, across the decades of its existence, to provide a proper amount of variety for someone who only shops bi-seasonally perhaps once every three years. I wear my clothes regularly and wash them normally. I do not have many one-occasion items nor many dry-clean pieces. Land's End lets me scale my wardrobe up or down without resorting to idiosyncratic and distracting clothes items. Land's End slots into the "upper middle-class" of clothing: not quite luxury, but definitely a step above Gap. I equate it with Patagonia. You pay more, but you get quality. The high-ish upfront cost pays for itself if one wears the clothes until noticeably worn. Fashionistas will not re-coup the cost.
Reviewed Dec. 13, 2019
WE received a lot of shirts from this company during my working days, shirts for show wear, other regular work days lasted a long time. Kept their shape well, best of quality material. All shirts were color fast. Never had to worry if you washed a colored shirt with a white shirt. Would buy again if these would be a available in Canada now.
Reviewed Dec. 12, 2019
I order slippers every year from Lands' End for gifts. I get them personalized. They always had boxes for their shoes and slippers. They no longer give a box for their shoes and slippers! They are shipped with just torn tissue paper! So you cannot give as a gift!! So when I called their customer service department about this, they stated they now charge $7 for shoe and slipper boxes?!!? Horrible. I have spent over $3,000 in 2019 alone with Lands' End. Will never buy another thing.
Reviewed Dec. 12, 2019
My experience with Lands' End has always been good. They guarantee their clothing and that’s what I like so much about this Company. If you have a problem with any of there merchandise, Lands' End will stand behind it.
Reviewed Dec. 11, 2019
Products are well made. They are also very functional. However, items are pricey when compared to other retailers. Yet REI carries items that are difficult to find elsewhere. Customer service is great.
Reviewed Dec. 10, 2019
I really love their selection of women's clothes. I especially like that they offer you so many different styles. And, along with that, they also, come in many different color choices. I've also found that their clothes are very true to their size.
Reviewed Dec. 9, 2019
Good product and prices. Be awesome if had even bigger varietal selection. Women’s products. Plus sizes. Thank you. Would order again.
Reviewed Dec. 8, 2019
Easy buy online, return in store plan. Quality. Well made clothing, accurately sized clothing and shoes. Reasonable prices and very knowledgeable sales people in the store when you ask for him. Store is always neat and well organized.
Reviewed Dec. 7, 2019
Good quality custom hemming. Usually have good sales which makes product more affordable. Some products description of color is a little off but they have a good return policy. Shipping is fast but expensive.
Reviewed Dec. 5, 2019
They have quality merchandise at a reasonable cost. Often they have free shipping and customer service is excellent. Size of last order was a lot larger than anticipated even though size guide available.
Reviewed Dec. 4, 2019
Lands End has great quality merchandise for a very reasonable price. They usually have a variety of colors and/or patterns to choose from. I recently ordered an outdoor set that included a scarf, ear muffs, hat, headband and gloves. I was very excited to get everything I needed for the cold winter ahead for such a great price. The scarf is long enough to wrap around my face on those really windy days when the cold bites your face as you walk. The good quality of the headband and gloves are very warm and the ear muffs are perfect for days when it's cold but you don't want to mess up your hair.
Reviewed Dec. 2, 2019
Generally priced slightly higher than similar items in dept. stores, but quality is always excellent. Company also stands by its products. I also like being able to order online or from catalog as I live in rural area
Reviewed Dec. 1, 2019
Always the best customer service. Rarely had any issues, but the couple of times I did it was handled quickly and professionally. Very high quality clothing with a decent selection of colors and styles.
Reviewed Nov. 30, 2019
Quality clothing perfect fit, and function. The material is also quality and the product does what it is made to do with many styles to choose from. The Company as a whole is very professional with prompt delivery.
Reviewed Nov. 29, 2019
Lands End is my go to for classic and quality clothing. The prices can be high but they often have sales that will significantly lower the cost. Lands End does color changes by season and stocks basics like T Shirts year round.
Reviewed Nov. 28, 2019
They are a really good buy. They last well. I love the fabrics. They are extremely comfortable. They also wash well, so they always look good. The styles suit my style and any function I attend.
Reviewed Nov. 27, 2019
I have purchased clothing from Lands End for 20 years. Their quality is superb, their sizes are true to the advertising, their customer service is excellent and their return policy is outstanding. I had occasion to return a bathing suit on one occasion, and that was accomplished with no hassle. Would heartily recommend.
Reviewed Nov. 23, 2019
Lands End sales are frequent, and the prices are good then. I like their outdoor jackets/coats, scarves, shorts, pants; they have pants that have the classic waistline (can't wear midway ones); wish they had lined jeans/pants.
Reviewed Nov. 22, 2019
Had to shop here due to the school changing uniforms to this website. Of the worst websites ever. The cloth for the uniforms is subpar and last three orders have always been delayed in processing and shipping. Give yourself a month to receive anything from them. Very poor.
Reviewed Nov. 22, 2019
Useful online retailer with a wide range of clothes and styles. Unfortunately there are so many of these clothing online retailers that the competition for them is immense and growing fast. With Amazon included amongst the competition is is going to be extremely for Lands End to sustain its market position and will have to attempt more of a differentiation not only in clothing design or ways of trading onLine.
Reviewed Nov. 21, 2019
Lands' End is a good old fashioned company! Online shopping is easy and efficient and if you need help, their representatives are courteous and happy to help. All merchandise has fit exactly as expected. Prompt shipping and returns are accepted and easy!!! Love them!
Reviewed Nov. 13, 2019
I generally appreciate shopping on Lands' End, but the person I spoke to on the phone to resolve an issue with a shipment not arriving was rude and condescending to me when I mentioned that the shipment did not arrive at the correct location. I think the quality of customer service has decreased over time as they become more focused on profits.
Reviewed Aug. 18, 2019
Purchasing process was great! It's the shipping department that am upset with. I purchased the express next day delivery. I talked to a Land's End representative on Friday 8/16/19 and was told that I should have it on Saturday which I paid for. Saturday came around and I received a email stating that I would get my shipment Monday the 19th which that's the day school starts. UPS said that the company did not indicate Saturday delivery since it was shipped on a Friday. I needed to call them and try to get a refund for next day delivery fee. I'm really upset!
Reviewed July 25, 2019
I returned a package using their return label and box. The package never made it to them, it was lost or damaged in transit, as the tracking number was stuck for many months on the same status. I was able to reach out to USPS, and the postmaster himself called them personally to state that the package was lost. I called Lands' End and the customer service agent treated me like a criminal, stating she didn't know anything about a call (she didn't bother to put me on hold to check), and she said packages don't really get lost like this. She continued the entire call with attitude, saying she can't verify what was in the box, and I told her why would I lie about a few pieces of clothing?
She said she could refund me in the form of a gift card, as when I asked for an exception due to my circumstances (they have 90 day return policy back to your credit card, and I technically shipped the items back within this window), she said no, and that I shop enough on Lands' End to use them. She continued adding more excuses and being rude. I accepted the credit, but I have yet to see it in my email.
Reviewed July 15, 2019
As I was submitting my order I noticed at the last minute, as I was pressing the button to approve the order, the shipping changed from regular to expedited. I chatted with the agent and she changed it back, but I wonder how many times does this happen to other people and is this intentional?
Reviewed July 11, 2019
I never received my products (pair of shoes and a dress). When I call customer service they told me that is not their problem, that I should fight it with my credit card company. Unbelievable. NEVER EVER will buy again from this company.
Reviewed June 5, 2019
Land's End brags about their customer service but I have been waiting weeks for my exchange. They claim they will let you know when they have received your returned items but they don't. When contacted they tell you that it takes 2 to 3 weeks to get a return in their system. In the meantime they have recharged me for the two items I returned. I didn't even know they had received them! I don't know what is going on there but their system is NOT good and it shouldn't take 3 weeks to process an exchange when they somehow manage to get new orders out in one day. Buyer beware!
Reviewed April 23, 2019
Coat made in Taiwan or Vietnam. Bought coat in Feb 2019. Expected delivery May 1 2019. It came months early. Lands’ End apparently outsourced this pc of garbage winter coat! The fake fur 1/4 inches long looks like rats ate it! Terrible terrible customer service! They will be out of business within 2 years.
Reviewed April 6, 2019
So pleasant, professional and effective. From the voice on the phone system to the ladies you talk to, they make you feel and DO get taken care of. How one treats you AFTER the sale (even years) is the sign of a good company. If there were more than 5 stars to give, they would get it.
Reviewed March 28, 2019
I ordered a Paisley canvas bag on March 2nd. I called the Lands' End customer service to change the Font on the writing of my name on the bag so the lady changed it. But when the bag came I did not like the color I picked so I called again and asked if they could re-do the bag. "Yes," the lady said. "Send it back and we will re-do it." So I sent it back and I wasn't seeing the bag yet and I called them twice to verify that I was getting the Paisley bag and I never got such a runaround with communication between all the customer service people.
Needless to say I never got my bag because the first customer service lady did not check availability of this bag. And I lost out on the best bag I ever picked out because OF THEIR ERRORS IN ALL THE CALLS I MADE. SO PLEASE BE CAREFUL BEFORE YOU ORDER AND AFTER TO MAKE SURE THEY GET IT RIGHT. I have never had such poor customer service in my life. I hope I can maybe find this bag online some day!!!!
Reviewed March 11, 2019
"The customer is always a criminal." I think that must be their motto. I purchased a coat online and it was too big. I could have 100+ pounds on me and still fit in it. When I took it into the store to return Mary ** was rude about me returning it. She was not pleasant at all. It was as if she was skeptical of why I was returning it. I had an older item with a broken zipper to exchange/return/repair whatever and again Mary ** treated me like a criminal. "I can't even tell this is a Land's End item. I don't see tags." She actually said that. Well, she looked harder and found the tag on the item. Then was like, "You'll probably get $5, this is old." So I quoted the guarantee they have, the whole, return forever thing. And she gives me a weird look and just says, "Depreciation. You know what that means?" As if I'm some kind of idiot or dummy.
And I couldn't believe my eyes when I opened my email to see I had a $5.28 credit to Land's End awaiting me. This was for a long down jacket. A long down jacket was valued at $5? Yeah, so, stay away from this company. We called the corporate customer service and they were just as unhelpful as the rest of the people we encountered. Now we have to try to see if they haven't thrown away the jacket.
Reviewed Feb. 27, 2019
I have ordered Lands End clothing for 5 years. Dress code at work is business. I started out trying a dress shirt and now I'm in Lands End head to toe every day. Here's my review: Dress shirts: Supima and Optima with the only difference being material thickness, i.e., fall/winter vs spring/summer. Fit true to size. Great patterns. Solid buttons. Long enough to tuck in and stay tucked. No iron. Always looks sharp. LOVE them. I've tried Dillards Gold Label and they just don't compare in quality.
Dress Pants: Super soft. Flexible for squatting, stooping, and bending. Choose inseam size which is great. Washes well. Holds up. Dress socks: just a bit thin but looks nice. I do prefer other brands but still wear the ones I have. Belts: these are solid belts that hold up nicely. I have a bit of a stomach so typically tear through belts quickly but these last. I love that they are light colored on the back so I can easily see the holes when putting it on. I have a brown and black belt. Love them.
Casual Chinos: these are great pants too. More flexible than the dress pants so they are good for any activity. Pajamas: love this set too. The shirt is perfectly thick and soft. The pants hold up well. I always tear the crotch out of pajama pants but haven't yet with these. My wife buys their clothes too and loves them. What she doesn't like, she sends back with no problems. They are slow to ship but worth the wait. I don't shop anywhere else for clothes at this point.
Reviewed Feb. 20, 2019
Purchased a Lands' End Winter squall jacket in late Dec 2018. Washed it once as recommended on hangtag in garment. Navy blue fleece lining color bled all over outer red shell. Defective quality. Called Lands' End and was told they would replace item, but they would have to charge for item until I returned defective item. I was told I would receive a return credit for the total charged amount back to the original card that I used for the replacement. I returned the item the same day I received my replacement.
Lands' End received my return 10 days ago and still no refund to my card used. I have called multiple times and told Credit was issued on Feb 15. Called my card company and no credit has been processed. Beware of Lands' End!! No longer what they used to be. Customer Service is horrible and even the supervisor had a very bad attitude!! Will not do business with Lands' End in the future. Stick to Cabela's or Bass Pro for quality products, a company that stands behind their products, and good customer service!!
Reviewed Feb. 1, 2019
I bought a down jacket from Lands' End. I washed it one time and all of the filling has moved to one end of the stitching. I have balls of stuffing/lumpy coat. I have rewashed it per their direction. I have used tennis balls in the dryer per their direction and it's the same, if not worse. They let me know that I can send it back to them... and get a replacement. But in a MN winter... you cannot be without a coat... And besides that, I cannot even get the same coat, as it is out of stock.
Reviewed Jan. 17, 2019
Lands' End refuses to evenly exchange product after 90 day period. We ordered an expensive Kids classmate backpack large for our son, believing the quality of Lands' End products would stand the test of time and be worth the extra money. The zipper to the main compartment stopped working after 4 months and they refused to exchange product, in spite of their misleading guarantees. If you think Lands' End will stand behind their products, think again!
Reviewed Jan. 12, 2019
Lands' End ships their stuff via UPS Surepost. It's slower than a lame three-legged mule! On routes where UPS Ground Service takes 2-3 days, the Surepost take over a week. It may be cheaper for Lands' End, but it's a huge inconvenience for customers.
Reviewed Dec. 12, 2018
I had paper gift certificates that were given to me by my mom before she passed away. Per their website they still honor them. I called and asked to have the gift certificates verified. Was told they were still good and could be used. I placed my order and was told that my order would be delayed by one day. I waited and my order was not delivered. I called back to see what the hold up was since they issued a gift card for one of the certificates. I was then told that they WOULD NOT HONOR THE CERTIFICATES. So the order I placed for Christmas is now ruined and I have no gifts. No one will help because the legal department is saying I can't use them, even though nothing about the money being sent back is on their website NOR was it mentioned when I called to use them. I was told the money was there and they were good to use. Will never order from them again.
Reviewed Nov. 29, 2018
I have bought products from Lands' End in the past and always found them to be high quality. I called Lands' End and asked about the sizing of this item before I ordered it online. I was told it was true to size. I am somewhere between Medium and Large. This jacket is huge. I am swimming it. I could literally put at least one pillow in the front and still zip it (Yes. I tried it!). It also is paper-thin without much insulation. I wore it outside on a 45 degree day and was a little chilly. It is supposed to be rated for Zero degrees.
I called Lands' End and told them I had called about the sizing and didn't think I should have to pay the $6.95 return shipping since it is clearly not made properly. They said that I didn't call them to check on the sizing thus calling me a liar! Then the customer no-service rep hung up on me! I bought it with a 40% discount. The next day, I received a LE catalog offering a 50% discount. Lands' End - You have lost a customer for life. Glad you saved yourself $6.95.
Reviewed Nov. 27, 2018
I qualified for their "free shipping" on a recent order that was shipped UPS Surepost. The pkg sat in Wisconsin for a week and only after the target delivery date had passed did UPS reassign another date - a week later! The pkg had not moved out of Wisconsin the entire week! I called customer service and the rep seemed surprised that it had happened and said she would pass the info on... I was stupid enough to place another order thinking this mishap was just an anomaly... Well, you guessed it...same thing again.
I rarely ever felt "had" but Lands' End is not playing fair with this free shipping. When a replacement item was sent via a phone rep it arrived within the week (a separate issue) so that tells me the free shipping must be a lesser service and they must contract for it at rock bottom price since they are covering the cost giving it free to the customer so when UPS gets enough packages to go out, it leaves Wisconsin. Just connecting the dots. They have lost me as a customer unless this pkg shows up on the expected date.
Reviewed Nov. 27, 2018
I cannot get my money that was supposed to be refunded after repeated calls to LE so now I have my bank credit card working to help me. Going into the 2nd month at this point. Total comes to almost 200.00 dollars for 2 separate returns. I would like to find some dept with more information besides customer service to help me. I need my money.
Reviewed Oct. 29, 2018
I had ordered a crew neck pullover. They never had a intention to ship this item as I was given multiple dates, even the promise of sending it UPS next day air when I call for the fourth time to complain. The order was placed on 10/05. The package never arrived and they even included a bogus UPS shipping number.
Reviewed Oct. 10, 2018
One of the reasons I started shopping at Lands' End was the guarantee. I have 3 boys and I know they can be rough on things. The products themselves are amazing! Unfortunately, they didn't hold up - the backpack I would say was normal. The jackets, we only had for about 6 months. The ribbing at the sleeves and collar was coming off. I went through the process to exchange the items - well I thought I would be exchanging. I was not happy that #1 I had to return my things and then wait to get a credit to then buy something and then wait again to have it shipped. These are kids items that they use every day. I think that process could be streamlined into something like online credit.
#2 is my greatest frustration. I returned 1 medium backpack and 2 boys jackets and received $21.86 in credit. That wasn't even enough to buy a new backpack at 50% off. I had to pay $8 to have it shipped. Apparently, they charge you shipping and processing or some crazy thing that costs a lot of money. I am sick about it. I wish I would have just kept the items. This is not the guarantee they advertise on their site. There must be some really small print. I did purchase a new backpack, but I bought jackets elsewhere. I also decided not to purchase shoes for my kids from them. I am super disappointed.
Reviewed Sept. 2, 2018
I have been a Lands' End shopper for about 30 years. I am not a whiner... I am here to praise Lands' End, not to bury it. They sell amazing Family Clothing, Luggage, Linens, and Tabletop / Home Furnishings. Most of the stuff is a great value... Some of the stuff Sears made them sell is bad, but it's disappearing, along with Sears stores. LE is a Midwestern retail outfit that started out selling sailing clothes in Chicago, and kicked butt with its Prep style, thoughtful design, durable fabrics, Wisconsin customer service and "Guaranteed Period" policy. It all led to Multi-Billion dollar success.
The trouble started when it ran into the arms of another Chicago legend, Sears Holdings. Mistake... It cheapened the LE Brand. They are free now, and working their way back to their roots. Sure, it has happened to the best of them, LL Bean included... Off-shore manufacturing. Sears episode pressured LE to cut corners they normally would not. And, they wandered away from their Core Values for a bit, chasing skinny Fashion Millennials. Their Core Audience seems to be the "Adult Suburban Middle-Aged / Middle-Class Aspirational" shopper.
The Men's and Women's Casual or Career clothes, are incredible values, plain and simple. The Suits and Dresses tailoring details are "best in class" for the price. My family and me find the Dresses and Suits are sized accurately, the fabrics are incredibly comfortable and they tend towards frequent discounting. In all, LE is worth a trial as they emerge from under the wreckage of Sears.
Reviewed Aug. 31, 2018
However, they got a delayed, because of their own fault/procedures/systems and I did not received the uniform on time. I had to send my daughter on her first day of school without a uniform because of Lands' End fault. When I contact them, their only solution was to offer me a $15 GIFT CARD!!! I even had to get to a point to NEGOTIATE with them, when clearly it was not my fault, and begged them for a refund of my order, not even a full refund, but a 70% refund at least... their answer was that they were only able to offer me A $15 GIFT CARD!!!
Reviewed July 28, 2018
I placed an order in store for an upcoming vacation. Unfortunately when the package arrived, one item was the incorrect size. However, I called Land’s End, and my experience could not have been more pleasant. The lady who helped me informed me that she would immediately put my new/correctly sized item in that mail and would express ship so that it would arrive in time for our vacation. I was provided a label and shipping package to return the incorrect item! Thanks so much for making this right!
Reviewed July 3, 2018
I ordered a dress from Lands' End and after waiting 2 months for it to arrived, it didn't fit properly. I attempted to return it only to discover that my local Sears store had closed during that 2 month period of time. Now I have to pay to have it shipped back because there is nowhere local (nearest store 45 minutes away) to return it. When I called, the customer service person basically said, "Too bad!" Lands' End has lost a loyal customer!
Reviewed May 5, 2018
Lands' End carries good quality everyday staples. I especially like their "like sweats only better" pants which are polished but feel like pajamas. I also like free shipping and free returns to Sears.
Reviewed April 15, 2018
We got the menus quick and then watched the bartender stand around and chat with her friends while we waited. I had to approach an employee to actually get our server to come out of the back room. We will never return this overpriced hole.
Reviewed March 28, 2018
My dealings with Lands' End are beyond a farce. Lands' End closed down their Australian returns centre. I sent my return back to the US, by which time it was longer than 6 months after purchase and they no longer had my credit card details, they said. First lie. I'd bought an item from them only two months earlier, so they certainly do have my details. They wanted me to call during business hours - which with the time difference is 11 pm to 8 am our time. I tried when I woke up at 6 am (3 pm US time). Line very busy and I had to go to work. I emailed them my details.
They, after READING this email, said they cannot accept my details this way, but only by phone!!! I told them they still had my details on record from a recent purchase. No response. They arranged a time to call me. They didn't call. They arranged another time to call me. Still didn't call. They even told me a third time and date they'd call - and once again, did not. I have now received ANOTHER email from them telling me to call them!!! I seriously think their customer service team are well below standard intelligence. They've got me. They've got my money and point blank refuse to return it unless I call them at night time hours and give them details they already have - twice! Talk about a ripoff. I even emailed Kelly Ritchie, Vice President and STILL no reply, so clearly this type of behaviour is condoned by the company. Use them at your own risk, and if you need to return anything, don't expect your money back.
Reviewed March 26, 2018
It took over a week to get to the bottom of what happened to my gift card. People in customer service who assured me that they would call me back never did. I had to place multiple over MANY days to get to the bottom of the problem. It turns out my gift card was stolen from my server. I do not recommend anyone purchase email gift cards from Lands' End because there is no recourse if the card is stolen except to file a complaint with the FTC and the State Attorney General's office.
Reviewed Nov. 27, 2017
Lands' End has the worst website. Quantities are not updated. I purchased a pair of jeans that stated they were in stock. Paid for my jeans and got a phone call an hour later stating that the jeans I ordered were out of stock. As of 8:57 AM on 11/27/2017, most of the women's coats are also out of stock. Even though the page states the color and size you picked out states the coat is IN-STOCK. Click on ADD TO BAG and a stupid message pops up stating "sorry we're out of stock." Never again will I place an order. Oh wait! It's impossible to place an order, because Lands' End is sold out of everything.
Reviewed Nov. 18, 2017
They used to make their clothing in the US because my mother was a quality control inspector who checked the garments to make sure that stripes and checks lined up, and that the material looked ok. Back then I could rationalize spending more money to get quality goods. Now most of the stuff is made overseas so WHY is it so overpriced? Also when they do have a sale, things gets sold out (or I suspect that they are holding inventory back so they can hike the price back up). I have a coupon for 60% off and had gotten 40% off so I asked if I could use the one for 60 instead - NOPE. They want every little dollar they get.
Reviewed Oct. 10, 2017
While they do not have a wide range of products, the quality and durability is superb. They have frequent sales and have incentives. Shipping is quick and service excellent.
Reviewed Aug. 18, 2017
I placed an order on the 15 of August for $208. I was browsing through my mobile banking and it turns out that they took off $89 on the 17 of August. I never place any additional orders. So I contact my bank and let them know that there was a purchase from this store that was not me. They told me the website got hacked or that one of the employees took my information down. I was livid at this point.
As a first time customer I thought it would exceed my expansion! So I emailed Land Ends and they sent me an email saying that the $208 had been split into two different orders so that why it was two charges but it doesn't make sense. My total was for $208 and I still got charge $89 for what?? I told them to close my account after this incident. I'm upset that I had to close my bank account and cards over this stupid website. Never again am I ordering from here. It was clearly one of their employees that took my information down. That's so messed up! I seriously do not recommend this website to anyone.
Reviewed Aug. 18, 2017
My husband has purchased many products from Lands' End over the years, however this will probably be his last order if I have anything to say about it. The last shirt he purchased was about $60... a short sleeved plaid. The plaid on the side seam was 2" off and VERY obvious because it was a large plaid. The sleeves were not the same matching the plaid and even the buttoned front was off about a half an inch... very obvious! I would have flunked sewing in home economics in high school if I had done that bad of a job. Guess what??? Made in China... DUH!!!
Reviewed July 14, 2017
In the past, I looked to Lands' End as one of the "go to" places for quality staple-type clothing. I had been wondering why both quality and customer service seemed to be gradually tanking over the past decade... In a recent Sale purchase, when I asked why I didn't receive the advertised sale price, I was told "their sale start times vary - sorry." What a way to keep your customers!!! Sears purchased Lands' End in 2002, they did the name and product great harm. Oh well... that's capitalism. It's got LLBean "dancin' in the streets" but I do wish LLB could do some work on their "back woods styling" issues. Give us something stylish enough to dance in the streets in LLB!!
Reviewed July 7, 2017
Long time customer. Just went through a lengthy order. Asked for delivery within a one week window. Not worried about paying extra delivery charge if needed. Didn't fit into their schedule and "policy" prevents " holding" the items. I suggested holding the order to satisfy their rules. They just said "no". I am somewhat mad but more questioning how they can profess to be customer friendly. I did request removal from mailing lists as I have no intention of buying from them again.
Reviewed June 21, 2017
I ordered a swimsuit two weeks ago. It never came. Then I received an email from the post office saying there was an incorrect address. I called Land's End on a Sunday stating the problem. She said to go pick up my package across town at a post office in a diff. zip code. I went there, they had shipped it back to Land's End. I called them again. They stated that I should be more careful because I had entered the wrong address. I did no such thing. They told me to check my computer and correct my address for future purchases. There was nothing wrong with my computer, and I told her there would be no further problem because I will never order from Land's End again. I order from about 12 different catalogs, and I certainly know my own address. I was surprised by the rudeness of this company, especially when their phone greeting expresses how friendly they are. I will encourage others not to waste their time on them.
Reviewed March 25, 2017
I bought 5 pairs of socks ($57.61) and shipped them to a rented vacation apartment where I was going to be for 1 week. I started tracking the package because I was leaving for a trip and had to take those socks as a present for my niece. Package was late for 3 days because according to them there was a fire at the USPS facility (now that I read all this complaints about Land's End shipping and delivery dates, I assume the fire was not true).
I called 2 days ahead of the due date for receiving the order, stating that I saw on the tracking page that the package was still very far away and asked if they can reroute the order because I was not going to be able to receive them and take them with me. Customer service via chat was a disaster. They said they could not help and that maybe calling customer service was better. I did call and they did nothing. They said I should wait until the expected delivery date and if not call then.
Obviously the package was delivered 2 days later. I couldn't take the present with me. I called for a refund because this was their mistake and they stated that someone had signed for it (the person at the mail room) and now I had nothing to call for. They suggested 2 options: 1) call the person at the mail room (because that was a rented apartment for vacation purposes only) and ask if they can open the package and return the order, which I did but they said for security purposes they do not open packages of other people or 2) call the credit card and dispute the charge.
I called the credit card. The credit card called land's End and we were both surprised about the rudeness of the customer credit specialist. I decided the socks were going to cost me a lot more if I still continue on the line with that inhuman person, so now the socks will stay forever until they throw them away on that mailroom, but will assure everyone I NEVER BUY AGAIN FROM LAND'S END and also make sure everyone knows about the disaster this company is. I buy a lot online, and never had a yes or a no with any other company. SHAME on Land's End.
Reviewed Jan. 27, 2017
I ordered a Squall park in black xs and a Squall hooded jacket in red xs on the 21st of January. I paid for expedited shipping so that it would come in time for my trip to Vancouver, Canada. I expected my package to arrive by Tuesday or Wednesday, so when it did not show up I called their contact number. The woman told me that my order never went through because they tried to charge my card four times and it didn't work. They had four days to email me or call me and let me know that the order did not go through and that I needed to use a different credit card, and yet I received no notifications. I did not even find out until I notified them that the card didn't go through! That is terrible customer service. I shouldn't even have been able to complete an order on the site if my credit card didn't work. I am now SOL and am flying to a cold country tomorrow because they failed to inform me of any of this and instead ignored my order.
Reviewed Dec. 13, 2016
I placed an order on December 6, 2016 for my daughter school uniforms. I was told that if I used my VISA card I would get a free 2 day expedited shipping. In my order I had 2 polo T-shirts, 2 dresses, and a pair of pants. Prior to this order I place a similar order and I was sent out items that did not need a logo first, then the rest of my order came in (items that had a logo). On this particular order none of my order was shipped out to me "expedited" like they said or by the 3-5 days they stated for logo prints.
When I called Customer Service I was told that they could not do anything since I was getting free shipping. I am very disappointed in Land's End for their miscommunication and bad customer service. The young girl who was helping me was rude and would not listen to my needs. She just kept talking over me and going on about how she cannot control my shipment.
Then when speaking to her supervisor she was not much of help either. As she said that every order they ship is different, that they do not always ship items when they are ready. They usually wait till all items are ready to ship. And she advised me that in the future when I order online to call and tell them to ship items that do not require logo printing to be shipped out first. I think that is just too much to have to do when placing an order. This is by far the worst service I have received. So note to future customers: Make sure you place your orders accordingly because you may or may not get your orders on time as promised.
Reviewed Dec. 1, 2016
Here's the review that I tried to post twice. As of today, 12/1/16 it wasn't posted, however others later than mine were. I can't trust them. "Item #474987AFX Smells Like Gas, Made in China. I'm waiting for an MSDS from Allied Feather and Down, the company that supplies the hyper dry down. Not sure if it's the down or the fabric that smells like gas. The label says it has no PFOA or PTFE, but I'm wondering if what they are using to waterproof the down is worse. If I don't get an MSDS, I will return it. Aside from the gas smell, the coat is ok. Easy to pack, light weight, nice length, not too many pockets and reasonably warm for what it is. I have not tested the water repellency since it may go back. Unless it has some chemical known to be highly carcinogenic, it will probably end up in a SHTF bag I plan to put together. This seems like a nice coat for an emergency bag, not so sure if I would wear it on a daily basis without a SHTF scenario because of the chemical smell. With the 50% off coupon, it's an ok value. I don't think it's worth $170 though, especially since it's made in China."
Reviewed Aug. 31, 2016
Yeah, so I paid extra money to get my son's uniforms delivered on time and when they didn't arrive in the mail, I called up Customer Service to find out where my order was. My paid printed order specifically states to please allow 1-2 business days from when order was processed (1-2 days), so ok I waited patiently. I called them the day it was due to arrive and when a customer rep answered and then suddenly transferred my call to her Manager without my knowledge. I was a bit taken aback but gave him my order # nonetheless, only to find out that my ordered items never left the warehouse as of yet and manager says I can expect to receive them in about 7-10 days. Told him it was not acceptable, given that I paid for expedited delivery so should be 4 days at most and were past that!
So now the manager has assured me to do a rush delivery of my order and that could arrive as early as in 2 days which, is still much later than the initial expedited delivery date I paid extra for and unfortunately, is way too late since my son's school has already started. Not good... Can you imagine if I hadn't inquired about my order... And what was the point of paying extra shipping costs to expedite when they didn't keep to their delivery time. From a 1st time buyer at Land's End.
Reviewed Aug. 5, 2016
Do not waste your time or money. How do you advertise being great at customer service just to be the opposite? Seems like this call center is full of bitter, old, mean hogs that have no real remorse for customers and no real ability to provide good customer service. They will get your order wrong and then act dry and nonchalant when you call in for resolution. If you want your card charge 3 times just to be running around returning merchandise or waiting forever to get it then good luck shopping with Land's End.
Reviewed May 28, 2016
Land's End likes to claim that it is dedicated to customer service. Based on my latest interaction with them, I think that's just false advertising. I returned a box of clothing because I cannot wear Land's End items after the company's complete betrayal of women when it decided to bow to political and religious pressure and remove Gloria Steinem's interview from their website. I will not patronize a company that involves itself in discriminatory politics.
I sent the clothing back and asked for a refund. In return, I got a check for only 25% of the clothing's value, based on what they called an "Excessive Return." Yet Land's End's return policy states that returns are accepted without any indication that there's a punishment if you return "too much" (and no explanation of how much would be too much). I did not even receive a letter in response, acknowledging my concerns. That's appalling. When a customer has a legitimate concern about a company's public political behavior, there should at least be a letter acknowledging that. I will never purchase from Land's End again, after 30 years of being a customer. Their return policy is a sham and their actions are discriminatory against consumers who do not share the political agenda of the Religious Right.
Reviewed April 12, 2016
I was a Land's End customer for more than 20 years, and have purchased numerous swim wear items over the years. I ordered and began wearing a new swimsuit in mid-Jan 2016, and was dismayed when the fabric across the backside began to disintegrate in late Feb. I ordered a replacement on March 3, only to have the same thing happen again after less than four weeks of use. This time the fabric began disintegrating not just across the backside, but along both side seams as well.
When I wrote to customer service I received the following: "Thank you for writing to Land's End. The Industry standards for swim items are for three times a week pool use for three months. That's even with rinsing after each use as the chlorine will break down the Spandex while using and it's almost impossible to get it completely removed with rinsing." So basically, LE is selling swimwear that cannot be used for swimming. Using their "industry standard" formula, one of their suits should be expected to last roughly 36 uses (3 days per week x 12 weeks), or one summer. Yet the second suit I ordered from them didn't even make it half as long. Once upon a time a swimsuit from LE was one of exceptional quality that could be used for years, not a few weeks. Sadly, Land's End now sells disposable clothing that cannot be expected to last even one season.
Reviewed Feb. 3, 2016
It used to be that when I needed new clothes, I'd just go into about 3 different local stores in malls and purchase what I needed. Then, from about 2010 to 2013, I began to notice that the quality in all 3 stores had significantly declined to a point where I just refused to pay good money for such low quality items anymore. I really didn't know what I was going to do because I just couldn't seem to find any place that sold good quality clothing anymore. I was looking for clothing online to purchase as gifts and I came across Land's End website. I bought some things and had them sent to the recipients. They liked the gifts, so I thought I would order from Land's End and see whether I'd like their clothing too. That was 3 years ago and I haven't looked back. I purchase all my clothing from Land's End now. I've never had to return anything for any reason.
Thank goodness for Land's End. Otherwise, I would have had to make all of my own clothing. I do think that the stores I used to frequent may have improved their quality of products since then, but for me, it's kind of late now because I purchase just about everything from Land's End now and I will continue to do so. I love Land's End.
Reviewed Dec. 1, 2015
I received a letter 3 days ago from Land's End after returning back from my vacation that they shipped a product to me and I did not pay. Order number **. I called them this morning and was told that the credit card holder whom it was used to make the purchase actually made a fraud claim against the company saying that he/she never ordered it and does not know the shipping address. They then charged the products against me and said that my name is already in collection. Prior to calling them, I had no ideas what Land's End is until the representative explained to me that it is an online fashion shopping website.
When I asked what the resolution would be for me since I did not order the goods, I pretty much was told to send the products back or send them the money for something I did not do, and they don't have a resolution for it. My name is now in collection and they do not care even though I absolutely had no ideas what this Company is about or if it exists prior to making the calls. This is an absolutely worse site ever. I am going to file a police report, report it to the Federal Trade Commission (FTC), the credit bureau, and the Internet Crime Complaint Center (IC3).
I am willing to prosecute whoever did this and I really think that this company should not exist because of how inefficient they are when it comes to situation like this. They do not care if you are in collection for something you did not commit. They absolutely do not care about their customer service, or it is because I have never been their customer and didn't even know they exist??? This site absolutely deserve a negative millions star.
Reviewed Aug. 7, 2015
This is my first experience with Land's End and it has been by far the worst ever. I ordered my son's uniforms a week ago. Called today and they said it will take another 3 or 4 days before it even ships, keep in mind school started a week ago so my son has to spend another week without a uniform. Customer service is BUST and between what they give you and what the website says nothing is consistent. When I placed the order, the website says 3-5 business days, but when you call customer service, they say 3-10 business, totally false advertising on the time frame.
I will definitely be speaking with the prep school about opting for other vendors. These people are all over the place and seem to be behind even though they knew a new school year was approaching. I have spoken to numerous parents of other students at the school who all say the same thing. One parent said it's been almost 3 weeks and still nothing which is totally unacceptable.
Reviewed July 3, 2015
Clothing material is very THIN, why is that? I have purchase your product for years and in the last 5 years, it seem like it is paper anymore. My question is WHY.
Reviewed May 27, 2015
I grew up wearing Land's End clothes in the 1980s. I started shopping there again when my kid was born in 2006. Over the past 5 years, the quality and design of the clothes has plummeted, and their once very flexible return policy has become rigid. There was a time, around 2009, when they had gorgeous, sturdy mix-and-match girls' outfits (the "Knit Kit" -- plaid twirl skirts, matching long-sleeved tees with coordinating graphics, and patterned tights. So cute!) Now the stuff looks like a dorky version of Target and doesn't last. I don't know what Sears is doing, but I think they have ruined a company with a long-term, sterling reputation.
Reviewed May 3, 2015
When buying online it is possible to find that item does not fit or it does not look as nice as it was on the screen. I tried to return two blouses and this proved impossible. As these items came from Borderfree I had to pay duty, so relatively reasonable price does not seem to be that reasonable after all. To return I had to post it back to USA address and after 10 days parcel returned.
Contacting Customer Services taught me that the address was not correct although I got it from piece of paper which came with the goods. They reimbursed cost of posting but I am still stuck with items I don't like and don't want to keep. I suggested that my items should be posted to address in UK and let them deal with the rest of the return. There was no answer to that suggestion. Apart from this latest problem, I too noticed that items are not as good quality as they used to be. Another point which irritated me was that the choice for plus sizes was rather poor. I'll stop being Land's End customer.
Reviewed March 23, 2015
My favorite online clothing store! I have shopped online from Land's End for a decade, and I rarely have problems. If anything does not fit, I return the item to my local Sears and obtain a refund - no questions asked. At 6 ft tall, their women's clothing fits me, especially their tall size women's items and their shoes. 90 percent of my clothing and about half of my children's clothing comes from Land's End.
Reviewed Dec. 2, 2014
I recently purchased a winter coat online at Lands End, I have had many lovely Items from them but have never bought on line, and now will neither buy online or instore. They advertised the backorder date for the 14th of November, I purchased it on the 11th willing to wait until then to have it in the color I liked, then on the 14th it got back ordered to the 28th, so I contacted customer service and the rep assured me I would have it shortly after and that it could actually come earlier than the new expected date. I declined at that point to change to the next color choice because I was under the impression it wouldn't be long and I loved the color. I told them that the wrong back order date was still on the website on the item's description page so anyone purchasing would be under the same assumption that I was.
Then a day after the new backorder date, they notified me it was back ordered a second time now DEC 12. (They thought) the new customer service rep was doing her best to convince me that they were at the mercy of the warehouses, and suggested I changed colors, by now they didn't have it in any color other than fuchsia- yuck. Also didn't have my size. So here we are, almost six weeks later and I still have no coat, and no idea when it will come. They also have not updated the backorder date to the now third date they have given via email, so any customer ordering a fuchsia coat and expecting it soon is in for a rude awakening.
I told one of the moms in my neighborhood about it and she had actually bought the same coat, different color under the assumption that it would be in also on the 28th. So we called customer service together, they told us they had no control over when the coats get there, and when we pointed out they absolutely have control over updating the website and giving their customers accurate information to make the best choice for their needs. The rep had no comment. Didn't offer to do anything to make us happy about the situation, finally after I asked, it was upgraded to an over night shipping... whenever it fabricates itself I guess. So I may have my coat, sometime by spring. Maybe. I guess it depends on the warehouses.
Reviewed Nov. 17, 2014
I own several Land's End items and never had any issues with any of them. I got out my squall gloves and noticed a ripped seam on one of them. Land's End return policy states "if you're not satisfied with any item, simply return it to us at any time for an exchange or refund of it's purchase price." They would not exchange the gloves because this years squall gloves have different product number, they did offer a refund of 25% of what I paid (lowest price sold for). I do not believe they stand behind their products and I will never buy from them again. The return policy at best is very misleading and at worst a bold lie.
Reviewed Nov. 5, 2014
I am returning two sweaters and a pair of snow boots with a zipper on the side. I have noticed quality in fabric content slipping to the point that this return ends my very long term, happy relationship I had with land's end. Their catalog states imported (not the country it is from). This last order was China. Not my desire to wear something made in China. I will only shop from companies where Made in America means something. Goodbye, Land's End!
Reviewed Sept. 4, 2014
Every item I would purchase was not carried in plus. I have come to rely on the fabulous consistency of having so many great choices in all colors and always equally in plus sizes. This catalog did not have any plus options for all of the choices I hoped for. I really hope this is not the direction Land's End is going. I have come to count on all the choice in my size, and colors! Please work on providing plus women with all of the great clothes and colors everyone else gets to choose, or frankly I will search out companies that do. Thank you for your consideration.
Reviewed Aug. 9, 2014
I placed an order with Lands' End and it happened to be free shipping, which I really did care about, but I figured why not. Well come to find out every time you get free shipping it comes through the US Post Office and we all know how reliable they are. SO BEWARE IF YOU DON'T PAY THE UPCHARGE OF $5.00. It will take well over a week to get your order! So it isn't really free shipping - it is JUST PAY $5.00.
Reviewed July 9, 2014
This company doesn't even deserve one star. I feel like any five star reviews are either fake or paid for by the company. I'm a first time customer and I feel like I've been cheated. Their customer service is horrendous. I called them twice to try to exchange. One lady told me I have to pay for shipping on the exchange despite the fact that the website says reorders are free. She also gave me a very snooty attitude with no apologies. I called a second time a week later and this lady gave me an even bigger attitude, but she at least apologized when I pointed out how she was complaining about my aggravation. I'm sorry. I thought you were working for the customer - not the other way around. I have a recording of that conversation. I'm debating on posting it everywhere. They have definitely lost me forever as a customer. That's too bad because I expected more from them with my first order.
Reviewed June 14, 2014
Poor customer service experience. Shipping is slower than expected even when paying extra. If the cust service team is any indication of how much this company cares for its product & customers, then it clearly won't mind losing this buyer.
Reviewed Dec. 26, 2013
Placed an order on 12/23 and paid extra money for two day shipping anticipating my order would be processed on 12/24 and arrive on 12/27. Found out my order was not processed until 12/26 since Lands End (I assume their warehouse) was closed on 12/24 for the holidays. Now my package will not arrive until Monday, when I will just turn around, return all items ordered because I needed it Friday for a ski trip. Items will be outgrown by next year and won't be used this year except for this trip. Extremely disappointed that the closure was not disclosed anywhere on the website or that the delay in processing my order was not noted prior to my final purchase on-line. In today's digital age, and during a major retail shopping period, I would have anticipated better notification.
Reviewed Dec. 18, 2013
I've given up on the turtle necks. The new ones have huge sagging necks. Fabric not the same and no more 40/60 cotton poly. I've just about given up on Lands' End but one of my daughters wanted a couple of fleece lightweight jackets. I went to Sear's Lands' End (so if they weren't the right size she could return them easily). I couldn't believe the price and the thin fabric. I went directly across the aisle in Sears and bought much better jackets and vests for a third of the price of the Lands' End. Go figure. I really am so disappointed with Lands' End, it is like the end of an era.
Reviewed Dec. 16, 2013
I ordered a shirt several years ago and it was excellent in every respect. I recently ordered a couple more on sale and the material was so thin that it would be pushing the English language to call it corduroy. Recent reviews mentioned the same thing but I ignored them. Methinks that Sears, as their holding company, is just squeezing them to take poorer and poorer suppliers while still trying to maintain their good time tested reputation, while taking them down the toilet in the meantime.
Reviewed Dec. 5, 2013
Men's Regular Plain Front Comfort Waist No Iron Chino Pants - These NO WRINKLE, NO IRON pants are a bad dream. If I were to wear these pants directly out of the dryer without them being ironed, I'd look like a hobo. The "no cuff" hemming job by Lands' End looks like Hellen Keller is their seamstress. Fabric is bunched up and crudely sewn. They apparently no longer have a quality control person or department. Their former quality and concern is long gone. Shame on you, you've taken a grand old name and dumped it in the toilet.
Reviewed Oct. 7, 2013
I found a swimsuit I wanted that Lands' End offered online. I ordered it at once. When I got the suit it was DEFECTIVE (One leg opening was much wider than the other)!!! When I went to return this item, I learned I either have to drive all the way to the mall/Sears to return it for free, or I have to pay for shipping MYSELF! For their DEFECTIVE product!!! (through USPS a reduction of $6.95 is made in my refund; through any other method of shipment I'd have to pay for shipping up front!) Think about it. I could return the item to them, they could repackage it, then they could send the product out to YOU! They get to take $6.95 from every customer who goes through this process!!! I WILL NEVER MAKE ANOTHER ONLINE PURCHASE FROM LANDS' END AGAIN. Anything you buy there "could" be defective. Think twice before making any purchases. I wish I had known this earlier. RIDICULOUS!!!
Reviewed April 4, 2013
I was a long time Land's End customer. Recently I placed an order. When the package arrived, one of the items was not available. It was an item that was "on the counter." In the past I may have an item in my shopping bag but when I go to complete the purchase it is no longer available. In this instance, the item was in my shopping bag and was part of the completed order. However, I did not receive it. Additionally, I placed my order very early in the morning when items are first online in the "On the Counter" section.
I contacted Land's End customer service. I spoke with two reps; the final named Bonnie. Basically, it appears that their computers do not function correctly. I was told that since I ordered online and had not called directly, I was not informed that an item was low quantity. Their online computer system does not track in real time evidently. Something I find very difficult to believe as I feel certain the phone reps are using the same system. I was also told that someone who paid for faster shipping would have had their order processed before mine. So orders are not pulled by order date and time, but by who pays the most shipping. What a shame that they don't post this on their website: Land's End offers free shipping, however, buyer beware. If you use this service, you are not an important customer and we will pull from your order to accommodate someone with more money.
I could stock a store with the items I have ordered over the years at Land's End for my family of five - not that LE cares. Land's End's resolution was to tell me they were sorry, but they would not substitute any other item to replace the item they took from my order. In short, we don't care. Take your business elsewhere because we don't need you as a customer any longer. There are others to replace you.
Reviewed Feb. 3, 2013
Over the last two years, there has been a significant drop in the quality of their products. I purchased a long, power-down coat. The original retail price was $149. At that price, twill tape should not have been used as edging on sleeve cuffs. Poor construction methods and low quality fabrics are being used on all of their clothes, and we have gone from being regular buyers to maybe one item a year. I’m very disappointed. Better hang onto that guarantee.
Reviewed Jan. 21, 2013
I recently visited the Land's End store inside Sears at the Polaris Town Center in Columbus, Ohio. I was planning on buying quite a few winter clothes; a new coat, a long parka, and some dresses for work. However, I left without buying a single item.
First, not a single salesperson greeted me or asked if they could help me, though I passed several who were standing around talking. The awful teen pop music was so loud that the bass was distorted and quickly gave me a headache (and I love loud rock and pop). Most disappointing of all was the unbelievably poor quality of your clothing and coats! Everything was thin and cheap-feeling, exactly what I have seen at Walmart. The styles were plain. The coats seemed too thin and sparse to be warm, and the quality was terrible, with flimsy single seams ready to unravel. Everything looked like it had been made in sweatshops with the cheapest possible materials. I was shocked by all of this from a company with a long-standing reputation like Land's End. Land's End has lost my business and I doubt they will ever get it back unless they do a complete overhaul on the quality and craftsmanship of their products - very disappointing.
Reviewed Dec. 28, 2012
I 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. I was told by customer service that without proof of purchase price, I would get the last known price, perhaps $5 or whatever it last sold for. They searched their computers and couldn't find a record of my purchase. I asked for an 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 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. It's too bad they couldn't give better service and live up to their "guaranteed period" statement. It 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, I 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? That's 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, 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.
Reviewed Jan. 2, 2012
Actually - experience below a one star. Placed order on 12/26 - didn't leave them until 12/28 where it sat at UPS for their 5-day holiday. Won't receive for 10 days. Customer service said it's my fault because I didn't select "over night mail" which would have taken 3 days (not exactly overnight!). Customer service could not have been less interested.
Reviewed Dec. 26, 2011
Land's End Website on 12/17 began running a sale stating in large type: "Buy before 12/20/11, Free Delivery before Christmas Guaranteed." Also, it stated everything 30% off. We ordered some clothing items but did not receive them by the 24th of December. I checked and found they were not shipped until December 22 and would not arrive until 12/29/11 via UPS. I contacted Land's End on 12/24 and spoke with customer service who informed me that shipment was delayed due to a pair of pants needing an inseam! Pants were standard 36x32 size. They offered a $30 gift card in compensation for the problem. I declined. Prior to 12/17/11, Land's End website stated (if you looked long enough!) that shipping took from 2-5 days to process and that no order was guaranteed by Christmas if placed after 12/15.
Then on 12/17 the information above appeared on their site! This was clearly a fraud by inducement perpetrated on the consumer in an effort to compete for pre-Christmas sales. Land's End knew they couldn’t fulfill their offer but made it anyway to induce people to buy when they knew full well they would not be able to deliver before Christmas! The consequence is that there’s no Christmas present for my son.
Reviewed Sept. 20, 2011
The site offered free shipping with minimum purchase. The site also stated shipping 2-5 business days though I'm not sure why there is such a spread.
My item was shipped on September 14. I tracked it on the UPS site. It was at my local UPS and on a truck at 7:31 AM. At 7pm, I still had no package. The next day, I went on the tracking site and it states "hand delivered to Post Office". Why in the world? I contacted so called customer service and was basically told "oh well, too bad". When I asked where that policy was stated on their site, I was told that it was not and was informed that "it's standard shipping". They claim that it's their way of "going green"! **! Thanks for absolutely nothing!
Reviewed Aug. 1, 2009
Twice now, I've received a Land's End catalog, phoned them to place orders and have been told that they are out of the products. The catalogs have arrived in my mailbox within the specified period requested by Land's End. I emailed a complaint to Lands End customer service, and got a canned corporate response about needing to order conservatively. I find this very aggravating and disrespectful to a customer. I feel very much fooled here. If they don't want to account for people who call in once they receive the catalog, then they shouldn't send out the catalog. I sent another email to customer service and have yet to hear from them. So is what they send really a catalog or a ploy to get people to call and perhaps order something else? It's hard to say but if they won't stock items to fulfill orders, then they shouldn't solicit phone calls by sending out catalogs. Actually, I saved money by being royally aggravated by Land's End inventory management and customer service. They are telling me that my time selecting product is not valuable to them.
Reviewed Sept. 9, 2008
They treat their temporary part time employees like trash, even though most of these people have worked for them for years and years and years without benefits or a schedule.
Lands' End Company Information
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- Land's End
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