Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  12/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  12/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  10/18/2024

  This matter has been resolved.  Thank you.

  
  Regards,
  
  Stephen Shanahan
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order the night of 8/14/24 for 3 identical shorts and 1 pair of pants, all from a school dress code list. I had been waiting for the shorts to be restocked because the size I wanted was out. I rushed to buy them because it was showing back in stock but low quantity. I actually wanted size 7, but got 8 because 7 wasnt available and I can use 8 next year. Those sizes have been popular and I didnt want to have an issue with availability later on. I absolutely hate paying for shipping, but for the sake of getting my hands on those shorts, I paid the fee because it was selling fast. As soon as I placed my order, I was told 2 of the 3 shorts werent available. It was nighttime so I couldnt call to cancel my order. I was later notified the shorts were discontinued. I reached out to Lands End the next day and asked about my order. I asked if I could just cancel because I was willing to pay shipping to get 3 shorts, but not 1. Also discontinued shorts wont be on next years school dress code. I was told I cant cancel because orders made overnight are automatically processed. In my account, it only showed processing, not that it had been processed, and definitely not yet shipped.I have now just been notified the pants are also not available, so I am now receiving only 1 pair of shorts total for the same fee as if I got my entire order. The fee is like paying double the price of the shorts, but only getting one item out of it. So the promo I used also basically became worthless.Lands End only offered to give me free shipping on a future order. They wouldnt cancel my order or refund me the shipping fee. I was even willing to take it as store credit. Lands End shouldve had a warning that the item was being discontinued because they wont be on the school dress code anymore if theyre not available. They also shouldve warned that items could potentially not be available, or not even let my order process.

  Business response

  09/03/2024

  Thank you for the opportunity to respond to these concerns.  ******************** Team reached out to Ms. **** directly and offered solutions to her concerns.  Our understanding is that what was offered was acceptable.

   

   

  Customer response

  09/07/2024

  [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

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased merchandise that fit awkwardly so I returned it for credit to original payment. The Lands End system wouldnt allow a refund to original payment so I reached out to customer service prior to submitting the form. They assured me to submit the form and return the merchandise and they would adjust the payment to my original payment instead of a store credit. Wrong! So now I dont have the clothing needed and I didnt get the payment to original payment. I received store credit to a store thats not near me and sells clothes that dont fit me. Lands Ends words and actions dont match

  Business response

  09/06/2024

  Thank you for the opportunity to respond to this customer's concerns.

  The customer returned the items to a Happy Returns Bar and selected the merchandise credit option for her refund. She received a merchandise credit for $131.57.
  
  Lands' End cancelled the merchandise credit and applied the $131.57 to the original method of payment.  On 8/20/24 Lands' End e-mailed ********************** to let her know that it cancelled the merchandise credit and that she would receive a $131.57 credit back to her original form of payment.  Lands' End also explained why she received the merchandise credit vs. a credit back to her original payment method, and explained that merchandise credits can be used online, over the phone or at any of our Lands End stores. 

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a longtime Lands End customer. I recently returned some clothing that did not fit properly, with the intention of re-ordering in the correct size. I requested "merchandise credit" for these returns as I had the intention of re-ordering (and this option comes with a waiver of the "return fee"). The return was processed through the *************** service and was approved on 8/5/2024. When I did not receive the merchandise credit expected, I contacted Lands End on 8/7/2024. The agent advised that these merchandise credits are proceed manually and sometimes require 3-5 business days after Happy Returns approval. When I did not receive a merchandise credit by 8/9/2024 (business day 5), I contacted Lands End again. This time I was told my return warranted further processing time and it would be another 5-7 business days to process the merchandise credit. 1) Lands End is in possession of my money for the goods purchased, and is now also in possession of the goods that I returned. I expect an answer as the to the reason for this delay and a date by which I can expect this credit - or, a full refund. 2) Lands End does not have a published policy for issuing merchandise credit, and should be compelled to publish this policy. Without a published policy, their claim of a simple and no-cost return process should be removed from websites and catalogs.

  Business response

  08/19/2024

  Thank you for the opportunity to respond to the complaint.  The merchandise credit was issued on August 12, 2024.  The customer received complimentary shipping on the return by using Happy Returns and electing to receive a merchandise credit.  Lands' End's policy for issuing a merchandise credit is published on its website at the tab "Returns". 

  Customer response

  08/19/2024

  [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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lands End really needs to work on their refunds/crediting process. I sent an item back with their label on July 25. It is Now, August 7 and it's still in transit. Any other company that I have returns with, the shipping partners they use, max 3-5 days transit time for returns. I think Lands End does this to delay giving customers refunds and/or customer credit. Just please process this refund or credit because ******************************************** ** from ****, it's not like I'm all that far away from ** is ridiculous.

  Business response

  08/19/2024

  Thank you for the opportunity to respond to this complaint.

  This customer used the Happy Returns mailing label to make her return.  Expressly stated on the Happy Returns page is that if the customer chooses to use the mailing label, it may take up to three weeks to receive a credit.

  The customer put into the mail on 7/25/24 and it arrived at Lands' End's Reedsburg facility on 8/7/24.  A merchandise credit was issued to the customer on 8/12/24, within the time promised on the website.

  Customer response

  08/21/2024

  [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 try to find a more expedient way to help customers return their items and be refunded and/or credited.
  
  Regards,
  
  ***************************
  

*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. ↩