Complaints

This profile includes complaints for Lands' End, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lands' End, Inc.

  1 Lands' End Lane Dodgeville, WI 53595

• 

  Lands End

  3535 28th St SE Grand Rapids, MI 49512

• 

  Lands' End, Inc.

  209 Junction Rd. Madison, WI 53717

• 

  Land's End, Inc.

  Minneapolis, MN 55423

• 

  Lands End

  3535 28th St SE Grand Rapids, MI 49512

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LANDS END CREDIT CARD ISSUE- I HAVE BEEN PAYING MY LANDS END CREDIT CARD FOR THE LAST YEAR ON TIME BUT IVE BEEN CHARGED A LATE FEE OF 39 DOLLARS ALTHOUGH THE PAYMENT IS ON TIME AND MADE BEFORE 3PM. THEY ALSO PUT A NEGATIVE THING ON MY CREDIT REPORT AND iVE BEEN PAYING IT CONSISTIENTLY AND ON TIME. i WANT THIS ISSUE RESOLVED.

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond to this complaint.  While you hold a Lands' End branded credit card.  Lands' End is not the issuer of your credit card, does not receive or process payments from you for charges on your credit card, and does not have access to your account.  You need to contact the credit card issuer, ************* who has the ability to address your concerns.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a top from Lands End online March 7 that was offered with a discount code, Taking the original price of $47.95 and deducting $*****. I received a detailed email showing the confirmed order of 47.95 minus ***** plus shipping of $9. and tax2.31 for a total of $*****. My Chase ******* was charged the $*****. Today, March 10 I received notification that my Chase ******* was charged an additional $*****. When I complained to Lands End they said they would refund me the ***** and charge me the ***** for that item. It was advertised on line with that promo of ***** and I received confirmation of the order with that promo. Can they do that? I think it is a bait and switch and was a payment Not authorized by me.

  Business Response

  Date: 03/18/2025

   Thank you for the opportunity to respond to the complaint.

  
  Thank you for bringing this to our attention.  While the promotional code you used was correctly applied to your order, as indicated in your email confirmation, the code was removed in error during the shipping process, and you were charged full price. We have issued a credit in the amount of the difference ($23.98).  We have confirmed ****** accepted the refund.  We expect that you will have the refund in her account 3-5 business days from Friday March 14, 2025, when it was processed by Lands' End.  

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered bed sheets on 1/30/25 and were backordered until 02/10/2025. However, the sheets have still not shipped out and I was told that they will now be shipped out on 3/10/2025. I was counting on these sheets for this season, and if I ever get them, it will be too late to use this season.I would like Lands End to issue a generous partial refund, or less preferably a store credit towards a future purchase for this delay.

  Business Response

  Date: 03/03/2025

  Mr. ******* ordered a King ******* Sheet Set on 1/30/25; at the time of the order the product was on backorder until 2/10/25. (Confirmed via his order confirmation email.)
  On 2/10/25 Lands' End sent him an order delay email letting him know that this sheet set was delayed and the new estimated arrival date in our warehouse was 3/10/25 due to congestion at the port.
  Within this email he was given an opportunity to contact us if he wanted to select a different color or cancel the backorder. There are no notes on his order indicating he contacted us.

  Mr.******* has already received both 50% off the product and free shipping on his order. Lands' End has communicated fully with him about his order and has given him options that he has not exercised.  Lands' End is unwilling to reduce the order total further.  

  Customer Answer

  Date: 03/04/2025

  Dear Better Business Bureau,
  
  I am writing to express my strong dissatisfaction with Lands' End's response to my complaint regarding my order of a King ******* Sheet Set. Their reply is wholly inadequate and fails to address the core issues of my grievance.
  
  Firstly, Lands' End misrepresents the value provided to me. The 50% discount and free shipping they mention were part of the original offer when I placed the order on January 30, 2025. These were not compensatory measures for the delay, and it is misleading and deceptive to attempt to present them as such.
  
  Secondly, Lands' End has failed to meet their commitments. The initial promised delivery date of February 10, 2025, has long passed. It is now March 4, 2025, and there is still no firm shipping date provided. This lack of a concrete commitment is unacceptable.
  
  Thirdly, the company's communication has been inadequate. While they claim to have sent an email on February 10, 2025, this does not excuse the lack of proactive updates or explanations for the extended delay. A single email for such a significant delay is insufficient.
  
  Fourthly, Lands' End has disregarded my specific needs as a customer. The option to cancel or change color ignores the fact that I needed these sheets for the current season. By the time they arrive, it will be too late for their intended use.
  
  Fifthly, the company shows a lack of accountability. Their response demonstrates no acknowledgment of the inconvenience caused by the significant delay, which has rendered the product unusable for its intended season.
  
  Lastly, Lands' End has completely ignored my request for a partial refund or store credit without explanation. This dismissive attitude towards a reasonable request for compensation is disappointing from a company that claims to value customer satisfaction.
  
  I find it particularly concerning that Lands' End's response aligns with a pattern of customer service issues reported by other consumers. Their unwillingness to provide meaningful solutions or compensation for their failures is unacceptable.
  
  I respectfully request that the BBB ask Lands' End to reconsider their position and offer a more appropriate resolution. This should include:
  
  1. A firm shipping date with expedited delivery at no additional cost
  2. A partial refund to compensate for the inconvenience and delay
  3. A store credit for future purchases
  
  I hope that with the BBB's intervention, Lands' End will recognize the seriousness of this issue and take appropriate action to resolve it satisfactorily. And due to Lands' End refusal to resolve this issue via the BBB portal, I intend to bring this corporate misconduct to the attention of my state's ************************
  

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned merchandise bought in December for Christmas present. Sent all of it back and full amount was not refunded. Shipping charge was not refunded plus they charged me $6.95 to refund money back to my original credit card. I was not aware of this return policy.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to the Complaint.

  Mr. ***** placed an order (#*******) with us on 11/29 for 4 items for a total of $85.48. As part of his order, he paid $9 in shipping charges for an order total of $85.48, 

  On 12/31 he was refunded $69.53 for the 4 items he returned. This refund excluded the original $9 shipping fee and was also reduced by $6.95 for the return shipping fee.
  
  Lands' End's published Return Policy expressly states that original shipping charges are not refunded.   Mr. ***** used Happy Returns to generate his return label.  It is clearly stated that a fee of $6.95 will be deducted from the original payment method unless a merchandise credit is selected.  Mr. ***** chose to have the refund go to his original form of payment (not a merchandise credit) so the fee was applied.   

  Mr. ******* refund was processed according to the terms of our posted Return Policy. 
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order December 3, 2024 and never received a monogrammed tote I ordered. Expected shipping date was December 26, 2024. I have called four times and each time Im told I would be notified when it has shipped. This is a Christmas gift and I still have no definite date when it will be shipped or received. I feel like I am getting the runaround and that no effort is being made to address my concerns.

  Business Response

  Date: 01/27/2025

  Thank you for the opportunity to respond to this complaint.  

  Ms. ****** placed an order on 12/3/24 which included the monogrammed tote.

  
  While the remainder of her order shipped on 12/9, the tote did not ship due to exceptionally high volume of monogrammed items in one of our warehouse locations.  The customer reached out to us again on 12/30 regarding the tote status; her concern was escalated, and a no charge replacement was issued.

  
  An email was sent to the customer on 1/7 with an apology and sharing that the tote was shipped on 1/6 and should have been received on 1/9.  ************* followed up with the customer to apologize and provide an additional gift card to her for the error.
  
  

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 6 tote bags on 11/30/24. They were intended to be given to 6 members of one family as a gift set. One was personalized. The estimated delivery date was 12/9-16/24. I got emails notifying me of delays 12/6 and 12/11. On 12/16/24 at 9:18 AM, I received notice that 3 bags were shipped. Then at 3:08 PM the same day, I got another email reporting that 1 of the bags was unavailable and cancelled. Then 12/23/24, I got an email reporting that the 2 remaining bags were unavailable and cancelled. Since the bags were going to be given as a family set, I couldnt use any of them at this point. It took the company 23 days to notify me, so I didnt have time to come up with an alternate gift plan. Also, they shipped the first 3 bags before telling me that the other 3 were cancelled, so I didnt have a chance to cancel the whole order myself. I sent 2 emails asking for a full refund to my **** card. Lands End says they will issue a store credit for the personalized bag but not refund to the original payment method. Due to the companys poor inventory management and delayed communication, I have no use for any of the bags that were delivered. They make a mistake, and they are denying responsibility for resolving it.

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to this complaint.

  On 11/30, Ms. ****** ordered 6 totes.

  On 12/16 Lands' End sent emails to Ms. ****** informing her of the following information:
  Shipment notification for 3 of the totes
  Informing Ms. ****** that the Natura/****** **** tote was no longer available.
  Informing Ms. ****** that Lands' End was unable to process her credit card for the remaining two totes and that she needed to contact Lands' End to confirm payment details.  

  
  On 12/23 Lands' End sent Ms. ****** a cancellation email for the 2 remaining totes because we didnt get a response from her asking for a different method of payment.

  
  On 1/1/25 Ms. ****** called and spoke to **************** and they offered Ms. ******* as a courtesy, a return of the totes despite the fact that they had been monogrammed, and upon return, she would have the order credited to her original form of payment.  

  On January 6, 2025, **************** sent an email to Ms. ****** reiterating the foregoing and, as an additional courtesy, provided her with a complimentary easy return label.
  
  

  Customer Answer

  Date: 01/15/2025

  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.
  
  The notice I received 12/19/24, besides arriving AFTER half my order had been delivered, said that my bank contacted Lands End because a backorder was not authorized. I took that to mean that there was confusion regarding reimbursement of an item from the same order that had already been canceled (due to supply issues). I was not in a rush to resolve this 6 days before Christmas and intended to follow up later. The next communication, 4 days later, was notice of cancellation of 2 more items. 
  

  I ordered these 2 items 11/30/24. You emailed 19 days later to say that since you had back ordered some items (without specifying which), there was an issue. Then 4 days later you cancelled the items without indicating why. 
  

  This is just another example of failed communication and ineffective practices. 
  

  Ive spent entirely too much time trying to deal with one order that was botched and ruined a gift I had planned. Please reimburse the $75.01 immediately. 

  
  ****** ******

  Business Response

  Date: 01/22/2025

  Thank you for the opportunity to respond to the follow up message.  On 1/1/25, Ms. ****** was told that Lands' End would issue a refund to the original form of payment when the unwanted totes were returned.  On 1/6/25, an Easy Return label was sent to Ms. ****** so that the return would be free of charge to her.  Her refund will issue when the totes have been returned.  

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on Dec 10 and still hasn't shipped on Dec 16. I phoned and after sitting on hold forever was told they couldn't cancel it. This is paramount to theft in my opion. As unethical as you can get. Naturally they give you no info ahead of time as to shipment delays when they are 100% aware. I was told by the *** that ***** / *** limit the packages they will pickup per day? So if that's the truth, tell your customers it's a c*** shoot.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to respond to this complaint.  Our records indicate that the order, placed on 12/10/2024, was shipped from our facility on 12/13/2024 and was delivered to the customer's front door on 12/17/2024 at 9:22 AM.  

• Initial Complaint

  Date:12/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a puffer coat on ************************** on Tuesday December 3, 2024. In my confirmation email it says in BRIGHT ORANGE, that the coat i ordered, is on backorder until mid January 2025. I cannot wait that long for a coat. I then called Lands End customer service to cancel the order but they are refusing because they said my coat shipped, WHICH IT DID NOT!!! They provided me with a tracking number which does not exist on ****, **** OR ****** I included 2 photos PROVING the coat has not been shipped. I want my money refunded immediately!!!!!! Thank you for your time!

  Business Response

  Date: 12/12/2024

  Thank you for the opportunity to address your concern.  The order did ship of 12/4/24.  The back-order message you received was an error.  When you called on 12/5/24, order had already shipped.  It can take a bit of time for the carrier's site to be updated to reflect status.  *** tracking, which has been provided to you by our customer service agent, states you will have your order by 12/12/24.  Thank you.  We appreciate your business.

• Initial Complaint

  Date:12/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor product quality is the main issue. My daughter's school cardigan sweater was torn apart after one or two uses. I ordered two of the same items. The other item is fine. Lands End isn't allowing any exchange. The item is marked as non returnable because of the school logo but that means Lands End should hold their end of the contract with good quality. The school uniforms are already so pricey and we can't afford poor quality. Thank you so much for helping us. I appreciate it very much.

  Business Response

  Date: 12/09/2024

  Thank you for the opportunity to respond to this complaint.  While the terms of purchase state that the items (which are logoed) are non-refundable on our website, where an item is defective, Lands' End does allow exchange or replacement.  On December 5, 2024, a full refund,  including tax, for the defective item was refunded to the card used to make the purchase.  Our customer service agent reached out to the customer to let her know the resolution.  

  Customer Answer

  Date: 12/09/2024

  [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,
  
  ****** *****-gurtekin
  

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a Lands' End **** and the letter I received with my credit card stated I would get a $20 certificate if I made a purchase outside of Lands End within 60 days. I did this and they are refusing to issue the certificate. Here is my email correspondence:From: Comenity Bank Sent: Thursday, October 10, 2024, 2:50 PM (ET)To: You Subject: Re: Other Message ID: ********* I'm with Comenity ************, which handles your **** account. This card is issued by Comenity ************ pursuant to a license from ************* I'm here to help with your account needs.Thank you for your inquiry.Please be informed that the offer is valid for Cobrand card type. since your Lands End credit card is a Private label credit card we are unable to apply this offer to you.For us to best assist you with this concern, we ask that you please speak with a live representative. Please call our team at ************** **** Signature: ************** Thank you for taking the time to reach out and for being a loyal Lands End customer.If you have any questions, please click the reply button. Sincerely, *************************** Team Original Message Follows:------------------------Hi,When I received my new card, the flyer stated "Make a purchase outside of Lands' End within 60 days of account opening and receive a $20 Lands'End certificate." I made the following purhcase:10/02/2024 ********* #**** ******* ME $0.19 When will I receive my certificate. Thank you.******* ******** ************** From: You Sent: Wednesday, October 9, 2024, 10:00 AM (ET)To: Comenity Bank Subject: Other Message ID: ********* Hi,When I received my new card, the flyer stated "Make a purchase outside of Lands' End within 60 days of account opening and receive a $20 Lands' End certificate." I made the following purhcase:10/02/2024 ********* #**** ******* ME $0.19 When will I receive my certificate. Thank you.******* ******** **************

  Customer Answer

  Date: 10/18/2024

  This matter has been resolved.  Thank you.

  
  Regards,
  
  Stephen Shanahan