Catalog Shopping
Lands' End, Inc.Headquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am complaining about a previous bill from Land's End credit card. I paid the bill thru by bank (******* ******) bill pay. The processing details are attached. The following month I got another bill from Land's End indicating that the previous bill had not been paid and that I owed an interest ($2) and late fee ($13.27). I have tried to resolve this issue with both the bank and Land's End but to no avail. All I want to do is cancel the bank check from the ********************* pay and pay Land's End directly for the original bill ($13.27) without the interest and late fee. Please help!Business response
01/18/2023
Thank you for the opportunity to respond to this complaint.
The customer has a ****************** branded credit card. It is not the issuer of the card and does not process credit card payments. The card issuer of the card is ************* and the processer of payments is *************. In response to this complaint we have let ************* know of the issue.
Below is the information we share with customers when they need to contact Comenity concerning payment inquiries:
LE Private Label (non-Visa): ************
LE Co-************* ************Initial Complaint
12/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
After I returned some items from Order #*******, I received a merchandise credit for $81 via email on November 17, 2022. When I went to use the credit online to purchase some gifts, however, the balance was $0. I called customer service, and they told me that the credit had been used on November 18, ****************** ************. I live in Connecticut, and did not go to any Lands End store that day, let alone leave the state.I would like Lands End to reissue the merchandise credit for $81 in the form of a physical gift card through the mail.Business response
01/03/2023
Despite a record of the gift card being used, on December 30, 2022, as a one-time courtesy we issued the customer, via email, a new $81 LE merchandise credit gift card, order #*******.
Customer response
01/04/2023
[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
12/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am getting the run around and many excuses as to why my refund is not being sent. This is my order number: ******* This is my tracking number for the return label sent on my initial package: **** **** **** **** **** **** 36 This are the 6 items I return: Dog Barn Coat Qty: 1$49.95 $24.97 Item# ******-AF7 Women's Petite Comfort Knit Pajama Set Long Sleeve Top and Pants Qty: 1$61.99 $30.99 Item# ******-AF1 Women's Insulated Wool Coat Qty: 1$219.95 $109.97 Item# ******-AF3 Women's Comfort Knit Pajama Set Long Sleeve Top and Pants Qty: 1$57.99 $23.19 Item# ******-AF5 Women's Comfort Knit Pajama Set Long Sleeve Top and Pants Qty: 1$57.99 $23.19 Item# ******-AF5 Women's Knit Pajama Set Long Sleeve ******* and Pants Qty: 1$44.99 $13.49 Item# ******-AF7 Approximate total: $209.29Business response
01/03/2023
The customer sent his return using our Easy Return Label on 12/17/22.
Per *** Tracking, the return departed the *** facility in ** on 12/23.
The customer called on 12/28 and was told by **************** that his return had not yet been received but to give it some additional time due to the holidays.Below is the current return timeframe we share with customers:
Allow 9 - 14 days for the return to come back to Lands End
Allow Up to 6 business days for the return to be processed once it arrives
Allow 3 5 business days for the refundOn 12/29/22 Lands' End refunded the customer $209.29 for the six (6) items he is returning; return order #*******. It should reflect in his account 3-5 business days from 12/29/23.
Customer response
01/03/2023
[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
12/21/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On Late November I order a jacket for my son , when I got the jacket it didnt fit the description on the site , I paid $32.15 including shipping and tax , I paid with my credit card , I return the jacket on the same week with a prepaid level they send you .Today I got my refund back for $16.20 I call them and a very unfriendly lady , said because I paid with a credit card , They wont return the rest of my money!!! Not acceptable!!! This company needs to be investigating!!!Business response
01/13/2023
Thank you for the opportunity to respond.
On 11/30, the customer purchased a jacket for $21.98 and with shipping ($9.00) and tax ($1.17), the total was $32.15.
The customer returned the jacket using our Easy Return Label, which is not a pre-paid label and expressly states there is a $6.95 fee associated with its use. She was credited for the jacket ($21.98) and tax ($1.17), however, the Easy Return Label fee ($6.95) was deducted which gave her a total refund of $16.20. The was credited to PayPal on 12/21.
Action:
As a one-time courtesy, we have refunded the $6.95 ERL fee. This credit will be applied to her PayPal account.Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I put in a order 12 days ago I should have received it by now. I have done chat twice and a phone call and no one can tell me what is happening or cancel my order.Business response
12/12/2022
This order, placed on November 25th, was sent to a third party for order fulfillment. Upon being notified by the customer on 12/5 that the order had not been fulfilled, Lands' End escalated the issue with its vendor. The package was delivered to the customer's front door at 12:45 PM today. As a courtesy to the customer, and the issue with the shipment, Lands' End has refunded the value of the order to the customer and the customer. The customer can keep the items.Initial Complaint
11/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On October 16, 2022 I placed an order. I paid partially with a gift card and the remainder went on a credit card. I then received the order on October 19, 2022. Once it was received, I learned the snowsuit was too large for my daughter. Per the instructions inside the package I needed to call to do an exchange. They then informed me that they would need to charge my card the full amount but I would be credited back when the return was received. I obliged. Once they received the return, they processed my return and only gave me a partial credit. They never informed me that they deduct shipping costs and don't credit me for them. This experience was absolutely awful. I should have been credited back the full amount on the credit card which was over $90, instead they gave me a credit card credit for $62.77 and a gift card for $26.24. The customer service agent did not explain this. Now I have a gift card that I don't need and my money is not credited back.Business response
12/08/2022
Lands' End refunded the $6.95 easy return label fee on 11/16/22 as a courtesy. Her refund was initially processed to a gift card pursuant to the posted return policy as the original form of payment on the order. As a one-time courtesy, on 11/30/22 the gift card was voided and the full value of the return was refunded to the customer's credit card.Customer response
12/08/2022
[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
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
October 29 2022 I ordered a pair of pants via Amazon thru LandsEnd and have still not received my package and requested a refund that I have not received either and have tried to contact Amazon and lands end with no results. I want a full refundBusiness response
11/22/2022
Thank you for the opportunity to respond to this concern.
The customer sent an email inquiry to ********************** End on November 5, ********************************************************************************* September 2021.
Lands End responded to the customer providing him with information concerning that order including order total, tracking information and delivery status. Lands End then instructed him that he needed to contact Amazon directly if he needed to return this order he placed the original order with Amazon.
There was no further communication with the customer after this, and the customer did not provide any information about the order that was placed on October 29, 2022, order # *******. However, upon further review of that order we did see that this order was not delivered. Due to this we have issued a refund for order through the Amazon portal. This was entered on 11/15/22.Initial Complaint
11/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have a closetful of Business Outfitters (aka Lands End) Pima polos. In the last year, I have tried to order these but instead receive Lands End polos without PIMA Cotton.The plastic package says PIMA but nowhere in shirt does it say Pima cotton.I think that this bad business and wrong. There is a huge difference in pima cotton and other cotton.The only description says ***********, The bill says PIMA but not the shirt. I want pima shirts not some random cotton. Poor quality.Business response
11/14/2022
Thank you for the opportunity to respond to this complaint. Lands' End labeling meets fabric content labeling requirements for a variety of countries. Some countries do not allow additional information beyond the generic fiber content, in this case 100% cotton. We educate the customer on the specific type of cotton (Pima and Supima) in the product description, the packaging and on the shipping label.Customer response
11/14/2022
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.]
Regards,
*************************For years my polo shirts has pima cotton and now I have some random cotton in them I think this is product mislabeling and I dont approve of my shirt not saying Business outfitters.
Business response
11/22/2022
Dear ************:
I am sorry that our response does not satisfy you. The labeling of the shirt with its fiber content does meet labeling requirements. The fiber used is as described on the poly bag the item is shipped in as well as in the product description in the catalog and on the website. Lands' End takes the sourcing of its cotton very seriously and uses only quality cotton for its products.
Customer response
11/26/2022
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.]
Regards,
*************************Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Lands End item through Amazon. I found out that I need a different shirt. I was just a few days outside the 30 day Amazon return window. I contacted amazon and they sent an email to the Lands end. I received a non-sensical response from Lands end that did not address the issue. I did find out however that the return window for lands end is 90 days, not 30 days, so I am still inside their return window. However, they told me if I returned the shirt to Lands End I would only receive a fraction of the amount I paid for the shirt, like $5, when I paid $35 plus tax. The item has not been worn and is in new condition. Another Amazon supervisor reached out to Lands Ends again on 11/7 and they again did not give me an option to return the shirt for a full refund and said they would only give me merchandise credit (NO MONEY BACK)!!! Their rationale is that I am a handful (less than a week) outside the Amazon 30 day return window (not outside their 90 day return window). They are a terrible and unethical company!!!!!Business response
11/14/2022
Thank you for the opportunity to respond to this complaint. An order was placed for 3 identical shirts on Amazon, a third-party seller, on September 25, 2022. Two shirts were returned to Amazon on 10/25/22. On 11/7/22 the customer reached out to ****************** in an attempt to return the remaining shirt because she was outside the Amazon return window. As stated on our website, Lands' End does not accept returns of purchases made on third-party websites, such as Amazon. Lands' End offered a one-time courtesy of a merchandise credit for the return which the customer refused. Ultimately ****************** offered a 1-time courtesy full refund upon return of the shirt. The refund for the shirt was submitted on 11/8/2022.
Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed order #******* on 9/20/22 with Landsend.com. I later requested a return of the entire order and returned all items (new, unused condition) in the order via the prepaid **** shipping label issued by Lands' End (tracking #**************************) on 10/6/22. I contacted company on 10/10/22 to inquire about the refund and the employee refused to resolve the situation. As of today, 10/18/22, I still have not received a refund of the full $128.88 due to me by Lands' End. Further, charges for this purchase are still being applied to my bank account. A full refund needs to be issued immediately.Business response
11/02/2022
Thank you for the opportunity to respond. The original order at issue was placed on 9/20/22 and paid via PayPal. On 10/18/22 the customer was credited $121.93, less $6.95 for use of the easy return label. On 10/21/22, as a one-time courtesy, Lands' end also refunded the cost of the easy return label. The customer has received a full refund for the purchase to her PayPal account.
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Customer Complaints Summary
70 total complaints in the last 3 years.
24 complaints closed in the last 12 months.
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