ComplaintsforLands' End, Inc.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several sets of flannel sheets from L.L. Bean online on Dec. 29, 2023 . Order # ************. The sage green set washed and dried well..However, the salmon pink set shrank badly and the fitted sheet caused the mattress to bow when I tried to place it. As it was the holidays and I was very busy, I waited until several months later, in March to contact ************* for an exchange or refund...On March 15,2024...I contacted who I thought was ************* but instead contacted Land's End to report the situation. I am a disabled senior, recovering from cancer surgery and chemotherapy treatments and may have been confused. Land's End responded to my email and sent a return shipping label which I used to return the sheets at **** Happy Returns accepted the return and confirmed in an email that they had forwarded the return to Land's End's warehouse. I waited for Land's End to confirm the return and issue a refund. Sometime in mid April, I contacted Land's End customer service to see about my refund. To my horror and embarrassment, I realized my terrible mistake and tried to explain to customer service. The agent said they would normally try to contact the customer and/or return the package, but I wasn't contacted and have not received my return package. Several more online chats with their agents were fruitless. I asked to chat with a supervisor who said the warehouse had been contacted and would return the package when they found it. It is now middle of June,and no return package or further contact from Land's End. I am on a fixed income and cannot afford to lose $117.86 already charged to my **** acct and for which I've made payment. Please help me obtain the refund. I tried to chat with *************, but without a return of the sheet set, they cannot issue a refund. What a terrible mix-up. thank you...*********************

  Business response

  06/27/2024

  Thank you for the opportunity to respond to this complaint.

  ************** contacted us on May 6, 2024, stating that she had mistakenly returned a LL Bean sheet set to us.  An internal message was sent to our ****************** to alert them of this mistaken return, and to send it back to the customer if we received it.  ****************** has no record, despite being on the alert for it, of ever receiving a return of an LL Bean sheet set sent by this customer.  

  Likewise, we have no record of ************** requesting a return label on March 15, 2024.  However, she placed an order for a sheet set with Lands' End on March 19, 2024.  
  

  The only reference to any request by this customer for a return label was made on October 1, 2023, when she requested a return label for order #******* which included a sheet set and towel set. Both of those items were credited back to her on December 21, 2023.

  Based on the foregoing facts, Lands' End will not be issuing ************** a refund for an LL Bean branded set of sheets.  We were not the seller. We did not receive her package and we are not responsible for refunding the return of another brand's sale.  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In late May of this year, I placed an online order via the business portal of the Lands' End site. Upon completing my order, I realized that the shipping address was incorrect and reflected my old address. I reviewed your company's terms of use and cancellation policy, which states:"Orders you submit online may not be cancelled online immediately. Online orders may be cancelled by contacting customer service."Following this guidance, I immediately opened a support ticket and communicated with the team. They assured me that they would correct the shipping information on my order and that everything was taken care of.Despite these assurances, the order was delivered to the wrong address. Now, customer support is informing me that the mistake is my fault and that I need to pay ***** to retrieve my order. This response contradicts their stated terms of use and cancellation policy.

  Customer response

  06/07/2024

  Last name is ****** as on my email. 
  Thank you.

  Business response

  06/18/2024

  Thank you for the opportunity to reply to this complaint.  Lands' End reviewed the communication between the customer and us.  Following the review the customer was refunded the purchase price of his original tote to the program certificate used by the customer to make the purchase.  Additionally, Lands' end sent the customer another tote, to his new address, at no charge.  **** records indicate it was delivered on June 15, 2024 at 11:16 AM.  Finally, Lands' End verified that the remainder of  his items that are backordered will be sent to the new address and confirmed that with the customer.

  Customer response

  06/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #******* on Saturday 5/25/2024. My order page showed that the items would be shipped shortly, with an estimated delivery date of 5/30-6/3.It is now June 5, 2024 and my items have not shipped. The order page now shows that they are still processing, although the original estimated delivery timeframe has not changed. Obviously this is false. It also shows one of the items is backordered until 5/28/24 which of course makes no sense at all.I emailed **************** at ********************** End on 6/1/24 asking about the status of my order. The eventual reply was that my order would be shipping in two business days which was another lie. I emailed CS again this morning. This time, I just got a very terse, unhelpful, vague reply about unexplained delays and that they hope to be back on track soon.This is completely unacceptable. I placed the order in good faith and absolutely nothing was indicated about any delays. I will be leaving on vacation soon and needed those items for my trip. Whats more, Lands End has done absolutely zero about keeping their customers informed. This is evident on their ******** page, where there are a large number of complaints about order delays.If Lands End cannot ship my order by the end of this week, I need a full refund. Not a gift card, not a store credit, not a credit on my payment method. A full refund, via check or PayPal for the total amount of $61.95.

  Business response

  06/10/2024

  Thank you for the opportunity to respond to the complaint.

  Customer ordered on 5/25 and received an email confirmation noting that all items were available for shipment.  Unfortunately, once the order was processed by our distribution center, the Womens Lounge Pajama Pants in the customer's size and color were no longer available.  In addition, the response to the Memorial Day sale was greater than expected and Lands' End experienced delays in shipping
  
  The order was shipped on 6/5 via DHL; tracking shows this will arrive by 6/12.

  As a courtesy for the inconvenience of the not available item along with the delay in shipping, Lands' End has issued the customer a complimentary $25 eGift Card.

  We appreciate both the customer's patience and her business.

   

  Customer response

  06/12/2024

  Better Business Bureau:
  
  Before I accept the response of the business, there are some issues I would like addressed.

  As the business' response acknowledges, one item on my order that was shown to be in stock turned out to, in fact, not be in stock. (For the record, not the first time this has happened to me with Lands End.) Although their webpage showed it to be backordered to mid-June, I received an email today that it was not in stock and apparently will not ever be in stock. The email also said that I had not been charged; however, I checked my credit card transactions and, in fact, I was charged for the item on June 5th, with no indication of a refund. I would like confirmation that the amount will be refunded to me. (I will also mention that when I finally did get my initial shipping notice for this order, also on June 5th, there was absolutely no mention of the missing item. I had to go to the business website to track down what the status was, which at the time and up until yesterday, was "backordered).

  I'm really quite puzzled at the way Lands End does business. It's customary, and good business practice, to inform the customer that there will be a shipping delay. Those attributes also apply to informing the customer that part of his/her order will not be shipping at the time that the rest of the order does. This seems like a no-brainer, but not the way Lands End does business, for reasons unfathomable to me. Certainly informing the customer of changes and delays would cut down drastically on frustration on the part of the customer, and would most likely also cut down the amount of incoming communications from angry customers wondering where their order was. (also, maybe answer one of those emails with something besides a vague answer that amounts to "we'll get to it").  I find it somewhat weird that Lands End seemingly doesn't have contingency plans for when there are problems with orders because frankly, that seems to happen fairly frequently with them. I've been a Lands End customer for something like 40 years so it's sad to see a company once known for excellent products and customer service deteriorate like this.

  Again, please confirm the refund for the item not delivered. Thank you. 

   

  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business response

  06/27/2024

  Our records indicate that the customer was charged $53.35 for the original order. (This was minus the pajama pants that were out of stock at the time we attempted fulfillment and were never charged to her.)

  
  The customer was not charged for the duplicate $53.35 order. Lands' End informed her that she could keep or donate the duplicate items vs. sending them back to us as a courtesy.

  The customer was never charged for the backordered item and thus, no refund on that item is owed.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on May 28th 2024, and the Company has been very vague about when my items will ship. They haven't provided an estimated ship date or an estimated arrival date. Very Very poor compared to other businesses..

  Business response

  06/05/2024

  Thank you for the opportunity to respond to the complaint.

  The order was placed on Tuesday, May 28 using standard shipping.  When ordering on this date, the estimated arrival timeframe that would have appeared was Monday, June 3 Saturday, June 8.  The customer contacted us on Sunday, June 2 to inquire about his order and was told that while the order had not shipped, they still expected it to arrive within the timeframe of June 3 June 8.  The was shipped on 6/4/24 with an upgrade to Priority Mail.  The order is currently tracking to be delivered to the customer's P.O. box by Friday June 7th by 8:00 PM, within the delivery window promised with the original order.
  
  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a dress. I elected expedited shipping which is stated as a flat rate of $14.95 on their website. Total charged: $59.97 (dress) + $4.45 (tax) + $14.95 (shipping) = $79.37. The dress was too large and I initiated a return following the online instructions. I dropped the package off at the *** Store using Happy Returns as the shipping method. Their website stated $6.95 would be deducted from the refunded amount for the return shipping. After completing the return, I received notification via email that my refund would be $56.58. I calculated that I should receive $57.47. Calculation: $79.37 (original total) - $14.95 (original shipping) - $6.95 (Happy Returns) = $57.47. I called Lands ******************** to find out why my refund was short $.89. I was told that $.89 was the tax on the original $14.95 shipping charge and was being deducted from my refund because the state of Missouri charges tax on shipping. (1) They did not refund me the original shipping so they already collected the tax. How can they keep both my full original shipping AND deduct the tax on something they arent refunding. (2) The state of Missouri does not charge sales tax on shipping. Starting August 28, 2017, Senate Bill *** ********************************* usual and customary delivery charges that are stated separately from sale price to be exempt of sales and use tax charges. If shipping charges are stated with sale price, and not separately stated, the charges will follow the taxability of the sale itself. It is my opinion that Lands End is erroneously collecting and/or withholding undue sales tax from their customers.

  Business response

  06/05/2024

  Thank you for allowing us the opportunity to respond to the complaint.

  The customer returned a single item order. After deducting the original shipping charges, return shipping fee and appropriate tax, her total refund was $59.97.

  The customer felt we owed her an additional $.89 due to her belief that Missouri does not charge sales tax on shipping.  Based on Missouri 
  Missouri Code Regs. 10-103.600(3)(A)(1) that states If the purchaser is required to pay for the service as part of the sale price of tangible personal property, the entire sale price is subject to tax", Lands' End is entitled to collect the tax.
  

  As a courtesy, Lands' End has elected to refund her the $.89 as well as the $6.95 return shipping fee as a one-time courtesy.
  This was refunded back to her original method of payment today, 6/4/24.
  
  

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate the refund but I still feel like this is unfair practice. They did not refund me my original shipping charge of $14.95, yet they were deducting sales tax for the unrefunded shipping charge. How can they justify debiting sales tax on something they didnt refund. Furthermore, the shipping was a separate line charge and not part of the price of the goods and therefore it is not taxable in the state of ********. When returning something, I have never had a company deduct sales tax on the original shipping from the price of the returned merchandise. You can close this case but I would like consumers to know the unfair return practices of this company.
  
  Regards,
  
  *********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  LandsEnd order #*******. I received this order and of the 7 items ordered, 6 ended up being too big so I initiated a returns process. First it said it was going to charge I think up to a $10 fee to return for a refund, or it would waive the $10 fee if you chose merchandise credit instead. Now, this stinks and reputable companies don't do that like ******** Amazon, Target, et cetera. If I chose the non-credit, it just wasn't worth the cost, so I chose to receive a credit. I shipped the item back. using the label and tracking number they provided, tracking shows on May 22, as "delivered to agent," and all tracking has stopped. But it shows my home City **********, as the delivered to agent city and not Reedsburg, **, the return address. It has not updated in 3 days. I then tried to email LandsEnd customer service with the issue, because something is not going right, and it literally responded with a Refund by mail vary in the amount of time.... and that's it. No response to the question and no acknowledgment of answering the question I asked. I've been shopping at Lands for years. Returns process has always been efficient and quick, until about 2 months ago when that returns process get help up for close to a month and the same customer service problem. What used to be quick, they are now tying up for weeks with shipping partners and issues in processing.

  Customer response

  06/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lands end refuses to waive late fees generated for an item that was returned and items that were paid. They finally waived the first late fee, but continue to bill a late fee on the late fee waived.

  Business response

  05/23/2024

  Thank you for the opportunity to respond to this complaint.  Based on the information provided, it appears that your compliant involves the Lands' End branded-credit card.  The card is issued by ***************************** and Lands' End does not have sightline to your charges, payments, credits and the like.  The card-issuer is the sole decision-maker on whether credits are issued on an account.  Please contact the card-issuer directly.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a Lands ******** card because of the perks they offer with it. One of them says REWARD yourself with $50 off a purchase of $100 or more during the month of your birthday.My birthday is this month and I talked to eight different people at the company because I didnt receive my REWARD.Now they tell me it isnt a reward. Its a promo number. That means you cant take advantage of their sale prices if you use it. This is false advertising. I didnt sign up to PROMOTE myself. I signed up for the $50 REWARD so I could use it with my next order when items go on sale.There is No advantage to getting a birthday promo code because their usual sale prices are a better deal. 

  Business response

  04/22/2024

  Thank you for the opportunity to respond to your concern.  As set forth in the information about the Credit Card on our website, and in all pre-approval offers sent by the card issuer, the Birthday Reward has terms which state (emphasis added):

  5 Subject to credit approval. Valid one time only. Cannot be combined with other offers. Excludes monogramming, gift boxing, gift cards, shipping, taxes, duties, Lands End Business Outfitters purchases, School Uniform purchases, international shipments, and excluded items as marked. Discount will be applied at checkout. This offer has no cash value. Promotional savings may be deducted from returns. Not valid on previous purchases. Must make a purchase in the previous 12 months to receive the offer. Must have valid email address and U.S. mailing address. Accounts that opened during your birthday month will receive the offer the following calendar year. Account must not be in default.

  As stated at the underlined, the $50 Birthday Reward cannot be combined with other offers, which would include Promotion Codes.  This information was available to you at the time you applied for the credit card.  As a result, the Birthday Reward offer is not either false or misleading.  

  Thank you for your interest in Lands' End.  

  Customer response

  04/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an item for merchandise credit to Lands End. Order *******. On Wednesday. March 27, I received an email stating my return was approved (return approval code HR5YAWET). and they showed a merchandise credit for ***** but absolutely no details about how to access merchandise credit. It has already been going on 3 days now, and they still haven't emailed regarding the credit. I messaged customer service and was told you'll receive an email once the return is complete, but I had already stated to ****** that I had received approval and showing the merchandise credit amount but no other info. Then "**********" emailed and said the return hasn't been processed in the system, so why did they send an email saying it was approved if it's not even entered. I have returned an item back to Lands End in the last few months and the process was not like this. That was also a merchandise credit so I would not get charged return shipping and the credit code came within a week. ********** said in the message saying merchandise credit can take up to 3 weeks to receive which is not showing under their refund information on the website. Anyhow, this is really poor policy. I've never had a problem with LandsEnd before now and have always had good customer service. Please provide the merchandise credit code. I don't appreciate the runaround and vague customer service responses

  Customer response

  04/02/2024

  The seller LandsEnd finally supplied the credit code, so if this case can be canceled, that would be great. I followed the link and tried to find a way to cancel it online myself, but I didnt see an option.

  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased the same winter down jacket I've purchased in prior years.This year I purchased a new one in black and one in white. i could tell right away that the jacket did not have as much down insulation as in the old jacket. I really liked this product in the past. The company is headquartered in ********* so I would believe they are quite familiar with ***********'s polar vortex *******. I want to know why they thought it was a good decision to reduce the amount of down in the jacket from 80% to 75%. If you think that you can't tell the difference ask someone waiting for a train in ******* at minus degree temps.January *****, 2024: Multiday Stretch of Bitterly Cold Temperatures and Wind Chills. The coldest temperature observed at ******************** during this stretch of cold weather was -10F on both January 14th and 15th.Why would they ruin the quality and warm of this jacket? CEO bonus? Corporate greed? They make them in ***** so I'm sure they are not paying these people a living wage.Very disappointed in a company I've shopped with for years to ruin the quality of a perfectly good, warm winter jacket.

  Business response

  02/28/2024

  Our records indicate that the purchase price of each of the coats you purchased on 2/19/24, and which are the subject of this complaint, were $48.93 each for a total of 97.86. 

  
  As clearly stated on the garment tags, the coats you purchased have a 75/25 blend.  The jacket remains 600 fill power.  The temperature rating of the jacket, which is tested by a 3rd party lab, did not change with the 75/25 blend.  The reasons to move to a 75/25 blend were multiple and included warmth without weight in addition to a slightly less expensive blend. 

  
  As stated on the Product Description Page for the coats you purchased, the temperature rating for the coats is identified as WARMER: +11 to +35Fahrenheit and is a mid-weight down.  It was not manufactured nor marketed to be a heavyweight coat intended to address -10 F temperatures.    Customer reviews of the coats your purchased are 4.6 out of 5 for quality and customers expressly comment on the coats warmth despite its being lightweight.

  
  If you remain unsatisfied with your purchase,please follow the posted return policy for a refund.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩