ComplaintsforLands' End, Inc.

• 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.  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2/13/24 Order # ******* I purchased the above coat with a Promotion Code: $ 109.98.A few minutes later I saw an email that the price dropped with a new code: Clearance60. $ *****. I contacted **************** for a credit, website said if price drops within 30 days and the item is in stock. I have no idea what the item I had just purchased has to do with still being in stock.which it was at the time of my email, and I had just purchased it.

  Business response

  02/27/2024

  Thank you for the opportunity to respond to the complaint.  This customer placed an order on 2/13 for a packable down jacket that was on sale for $109.98.

  On 2/14, the customer found a better promotion online (CLEARANCE60), which brought the price of the jacket down to $87.98 and called back to have this promotion applied to her order.

   The request was denied based on our posted price adjustment policy because the exact item (size and color) was no longer available on 2/14.

  Price Adjustment Policy: If a Lands End branded item you purchased from landsend.com or a Lands End catalog goes on sale for a lower price within 14 days of your original purchase, a one-time price adjustment may be made for items in stock at the time the refund is processed. On the Counter and special Holiday Promotions pricing excluded.
  
  Lands' End opted to make a one-time exception and provided the customer with a $22 refund.
  This was applied to her original form of payment (PayPal) on 2/26/24 and may take 5 7 business days to post to her account. 

  Customer response

  02/27/2024

  [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

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/14/2024 I shopped the Lands' End web site. They offered a cashmere scarf and hat on sale with a promotional code (OUTFITS) for $105.98. In my shopping cart with the promotional code it appeared as $211.97. I initiated a chat and was first told that they saw the discrpancy and then that the product was not available. I checked again later in the evening and the page had not been taken down. I called and and was told over the phone that the "web page had not caught up." Today I checked again. Not only is the scarf still advertised the same way, the Lands End web site will allow me to check out and pay for the scarf at the higher price. I followed the process all the way until it asked for a credit card. If Lands' End is falsely advertising a discount and allowing acharge to go through at the higher **** on one item (#*******J5), they will surely be doing this on other items. ******************************************************************************************************************

  Business response

  02/27/2024

  To the best of our knowledge, this was resolved directly with the customer.

  On 2/14 the customer attempted to purchase a cashmere scarf and hat set (Style #******) which was priced at $105.98 with her promo code (OUTFITS).  However, when she added it to her shopping cart, the promotion did not apply.  She contacted us via chat to discuss the promotion issue and then learned the item was no longer available to order.  She continued to check our website periodically from 2/14 to 2/20 and saw that this item still showed as being available for purchase.
  

  Upon review we found that there was indeed inventory but due to a system issue, it was showing up as zero quantity whenever someone tried to order, regardless of whether a promotion was being applied or if they were trying to order it full price.  
  

  The issue was fixed, and the customer was able to order the scarf and hat set at the discounted price of $105.98, the promotional price.  

• Initial Complaint

  01/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Lands End claim a shirt I ordered was delivered; however, I have confirmed it was not delivered. I've filed a complaint with **** as well as Lands End. But Lands End is refusing to give me a refund or ship a replacement shirt.It's Order number *****.

  Customer response

  01/22/2024

  [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. 

  Please cancel my complaint. Lands End has agreed to ship a replacement. complaint #********

  
  
  Regards,
  
  ******* ****

  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased clothes on line. Quality was bad and cheap. Requesting a refund back to my **** card. Date purchased December 5, 2023. Reference # *******. Company failed to send shipping label. I am in a Nursing home and cannot get out.

  Business response

  01/11/2024

  Thank you for the opportunity to respond.  

  The customer placed her order on 12/2 (#********.   She was dissatisfied with all items wanted to return them.  On 12/9/23, Lands' End mailed the customer a return label.   The customer stated she did not receive that label, so Lands' End sent her labels on 2 additional dates, one on 12/26 and another on 1/4.
  
  On 1/9 Lands' End reached out to the customer to (A) verify the address to ensure we were sending these to the right location, and (B) to see if she had received the return labels.

  On 1/10 the customer informed ****************** that she had received one of the return labels on 1/5 and had mailed back her return on 1/6. Lands' End informed the customer that it could take ***** business days to receive and process her refund, but she would receive a notification email once this had been completed.

  The customer was also provided a contact to speak with directly if she has any future questions.

  Customer response

  01/12/2024

  [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

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My credit card was charged for items I ordered, but only one item has been delivered and email requests for assistance have gone unanswered. When I try to track the status of my order on the website, it says it has been delivered, but only one item was delivered. I ordered one flat sheet, two sets of flannel sheets, a duvet cover set, and a comforter insert... I have only received the comforter insert --none of the other items have arrived.

  Business response

  01/11/2024

  Thank you for the opportunity to respond to this complaint.

  The customer placed an order (#******** on 12/24, consisting of 5 items.  One item was a comforter insert which shipped directly from the vendor on 12/27 and received by the customer.  The other 4 items were shipped by Lands' End and delivered by *** 1/8 @ 2:20 PM.

  The customer states that her email requests have gone unanswered, however, our system notes that  an email response was sent to her on 12/31 stating the remaining items should arrive by 1/6.  On 1/8 a customer service representative contacted the customer by email sharing the *** tracking number and asking customer to confirm receipt of the package as well as a note that a $25 LE merch credit would be emailed to her due to her package being delivered two days outside of the timeframe quoted when she ordered, as well as in our response email to her on 12/31. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a swimsuit from Lands' End via Amazon on August 11, 2023. I submitted a return, but forgot to return it by the due date. I emailed in the Amazon portal and asked if I could still return the item. They said yes, I returned the item, and I got a merchandise credit for $5.51. I can see a small penalty for returning the suit late, but to take approximately 87% percent of the cost is unfair to the consumer. I am asking for a fair credit amount not to exceed $38.54 because I did receive a credit of $5.51.

  Business response

  01/08/2024

  Thank you for the opportunity to respond to the complaint.  These Lands' End products were purchased through a third-party seller, Amazon.  Therefore, the return policy governing the purchase is that of Amazon, not Lands' End, as Lands' End was not the seller of the product to the customer.  ****************** has issued a one-time courtesy credit to bring the return value to the value of the purchase.  Any other merchandise purchased through a 3rd party seller is governed by their return policies and not those of Lands' End.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order via Landsend.com on Nov 25. They estimated a delivery date of Dec 6.I contacted customer service twice, because the order has not arrived and their shipping delivery service (Border Free) has charged my credit card twice for $7900 pesos each time. That is my credit limit.On Dec 18 (almost 2 weeks after the order was supposed to arrive), they sent me an email saying that the order was lost and they would refund my money, but they did not. Both charges are still on my credit card and I am not able to buy any Christmas presents because this order was all the presents and they charged me twice for them.

  Business response

  01/02/2024

  Thank you for the opportunity to respond to the complaint.

  This international order was placed on 11/25/23 and processed by Borderfree.

  
  The customers **** card was authorized for $7655.95 (pesos) on 11/25/23 at the time of order, and then charged on 12/5/23 at the time of shipment.
  There was only a one-time charge of $7655.95 (pesos), not two charges.

  
  On 12/18, Borderfree noted that the order was lost in shipment and was never delivered.
  
  On 12/18 we (incorrectly) submitted a refund for $6167.06 (pesos) to Borderfree. On 12/22/23 a second refund was submitted to Borderfree for $1488.89 (pesos), which brought the total refund amount to $7655.95 (pesos), the amount of the purchase.

  Per Borderfree, it takes approximately 5-7 business days for refunds to appear on a customers financial institution statement.  

  Customer response

  01/03/2024

  [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.  The refund from LandsEnd has been received in my account, and the 2nd charge was also removed.

  AFTER all of this, the order in question was received (several weeks late), and I told the customer service agent and asked them who/how to "re-pay" for the order, but they did not yet respond.

  I am happy with the response of the business and I am also happy to pay for the order, even though it was late, if they tell me how.

  
  Kind Regards,
  
  *********************************

  
  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The date of the transaction was Dec 17th after midnight est. The order number is ******* for a cost of $47.78. As soon as the order went to confirmation screen I saw an issue with the shipping address. Lands end does not have a change order option in the browser post order. Their online chat was not operational at that time in the evening and neither was their call help desk line. The next day ASAP based on my schedule, I tried via chat and on the call center to change the shipping address and both support methods said the order could not be changed OR canceled.Lands end needs to credit the card for this order. I put in a subsequent order with the correct shipping address so the company will still get my business for the correct order but should credit my card for the faulty order based on their in ability to provide a mechanism for order change right after I created the order.

  Business response

  12/21/2023

  Thank you for the opportunity to respond to this complaint.

  The order was placed after midnight EST on 12/17/23.  Our contact center is open until 12AM CST/1AM EST.

  The customer called the following day.  The incorrect address inputted by the customer could not be changed at that time and he placed a second order.

  As a one-time courtesy, we have sent the customer a complimentary return label that will allow him to return the original order free of charge to the email used to file this Complaint.
  Once the return is received in our warehouse, we will credit him in full for the original order, including the $9 shipping fee for his second order.
  

   

  Customer response

  12/21/2023

  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 shipment is not going to an address where a return label can be used.  I explained this to the support team already.  The company should have the ability to change an order.  I attempted to change the order right after submission and this was not possible due to support hours.  I tried to change the order 11 hrs later (still same day as order actually) again as soon as my schedule allowed and was told I could not.  This is very poor on vendors part. I should not have to pay for a product that is going to the wrong address when I attempted to change the order twice within the same day.  The courtesy should be a credit.  Vendor should eat the cost not customer. Ive been a customer for over a decade and will never shop again with this vendor if they dont reconcile.   
  
  Regards,
  
  ***************************

  Business response

  01/11/2024

  Lands' End has taken into account the customer's comments and concerns and will issue the customer a full refund of the purchase as a courtesy.  A **************** Representative will reach out to him as well to inform him of the outcome.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 4 ****** pants for my son online and they were not long enough for him. I returned the order and have called customer service numerous times and have not received a refund. I have even asked to speak with a supervisor and they still have not issued my refund. Order #******* Return tracking#************************** The order was received back to Land's End on 11/29/2023.

  Business response

  12/14/2023

  Thank you for the opportunity to respond to this complaint.

  It is accurate that this customer placed an order for four (4) pairs of pajama pants on 11/11 (#*******) for a total of $107.38.

  The customer states that she returned all four (4) pair.   However, based on the contents of the package we received from the customer, verified by **** tracking, instead of the four (4) pairs of pajama pants from the order, the contents of the return were 3 non-Lands' End items: a sleeveless J.Crew Shirt, an aged tank top labeled OP, and a pair of aged sweat shorts from **********************

  As a result, Lands' End will NOT be issuing a refund.  The return was not Lands' End product associated with the order placed, but instead was aged and worn product containing other brand's labels.
  

  Customer response

  12/14/2023

  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.
  
  [Please type your response here.] thank you, I will be contacting my credit card company to file a dispute to get my money back. Do you have photos of the items you say I returned? 
  
  Regards,
  
  ***************************

  Business response

  12/15/2023

  Yes, we have photos of the items, the box and the tacking label and have retained the actual package.  

*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. ↩