Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from Lands end on 10/13/2022. Order Number *******. My total, that was agreed to be paid by my debit card was $34.56. I was charged $118.45. I have reached out numerous times and was told that the difference was sent to my paypal. I was also told at one point that I was issued a gift card for this amount(something I never requested and did not want). I wanted my money back that should have never been taken out of my account to begin with. This is a ridiculous amount of money to take and refuse to give back. I have been told by several customer service agents that the remainder was sent to me, however, I have yet to receive any of my money back.

  Business response

  11/02/2022

  Thank you for the opportunity to respond to this complaint.  This customer placed on order on 10/13/22 in the amount of $118.45.  Lands' End applied a gift card in the amount of $83.89 first and the remainder of the charge, $34.56 on the PayPal/Chime account provided by the customer.  PayPal/Chime instead authorized the entire amount.  On 10/19/22, Lands' End reached out to the customer explaining that the pending charge was voided.  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a monogrammed product in which I was monogramming towels for wedding. Husbands, wifes name and last name. You had to put initials in box that read first middle last, in which I put monogram in that order. Lands end put the last initial in the middle and the monogram is incorrect. The site is confusing and I spent almost $200 for the product and expedite delivery. **************** would not help. I am just looking to have them send the towels with the correct monogram.

  Business response

  09/21/2022

  Thank you for the opportunity to respond to this complaint.  A member of our customer service team should have reached out to you by now to facilitate an exchange for the customer.

  Customer response

  09/23/2022

  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.

   

  I have not received a message from the company or a refund or exchange for the product.

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

  Business response

  09/29/2022

  I have verified that a member of **************** has made contact with ****************** and facilitated a no charge replacement.

  Customer response

  10/04/2022

  [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

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a boys dress blazer with a logo monogram on 8/06/2022. It noted that it would take ***** days to process the logo. After 15 days I contacted customer support via **********************. They stated that the blazer was still in the logo department and would not be ready to ship. On 8/27/2022, I contacted customer support via text. They said it would be another 4 to 5 days until it ships. It has already been 21 days. This would make it several days PASSED the quoted processing time. I am not sure when I will ever receive this blazer. It is for a school uniform. I had to order an iZod blazer as back up because school starts in two days. This has cost me additional money totaling $86 due to lands end false claims on processing time.

  Business response

  09/08/2022

  Thank you for the opportunity to respond to this Complaint.  As stated in the attachments provided by the customer, the estimated date for the blazer to arrive was August 23-August 31, 2022.  The blazer was shipped to the customer and arrived via *** on time on August 31, 2022 at 4:07 PM to the customer's front door.  The blazer was not late and was delivered within the time promised when ordered.

  Customer response

  09/08/2022

  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.]

  please see attached screen shot of delivery date if blazer 
  
  Regards,
  
  *****************

  Business response

  09/12/2022

  I am not understanding the customer's comment.  All attachments she has submitted indicate a delivery between August 23 and August 31st.  The blazer was delivered August 31, and therefore was delivered within the time promised.  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My company sent me a gift voucher that could be used at this merchant only. and since it was a holiday gift, I used it only to realize I was getting dirt worth of t-shirt that end up costing over 100 dollars including item price, logo printing (required) shipping and handling etc., etc. and took over 3 months to ship. Everything was disgusting and pathetic to be honest, but I ignored them all as I was not loosing anything. But since then, they have been spamming my emails every couple of days. I have followed their unsubscribe link in their email but emails are still coming every 1-2 days. I contacted their customer service and they said it will take up to 7 days for our email to be removed from their system. It has been over 2 months I have been deleting emails, trying to unsubscribe email every week. The MOST annoying merchant experience I am having so far. WHY CANNOT I UNSBUSCRIBE THEIR EMAIL? Why do they NOT understand it is annoying to me and I DO NOT want to receive their emails at all. Not able to unsubscribe in over 2 months, it is NOT acceptable at all. I just need to stop getting their emails.I have already warned my company NOT to send me their merchandise again.

  Business response

  08/12/2022

  Thank you for the opportunity to respond.  This customer had two different email addresses in the Lands' End system.  When she made the "unsubscribe" request, the request tied to the email address used to opt out and was honored.  After this complaint was received, we noted the other email address and also unsubscribed it from promotional emails from Lands' End.  Thank you for the opportunity to address this concern.  The customer should not be receiving promotional emails at either email address.

  Customer response

  08/15/2022

  [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. 

   

  I am no longer receiving message from them, and that satisfies my need. thank you for your help in resolving this.

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

  
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 25, 2021 I purchased multiple items from Land's End website, order# *******P, and was given the option to pay by PayPal. Through PayPal I chose to Pay-In-4 for the total amount. Land's End accepted the payment and that was that. I received my order in 2 spereate shipments that were one month apart. They charged me less than the total amount during the first shipment and PayPal sent me a receipt showing "merchant paid in full" however Land's End reduced the charge due to the shipment not containing the entire order.One month later they shipped the rest of the items and PayPal denied the charge. One year later, I placed an order for more items and they charged me through PayPal for the items and are now holding my order and funds until I pay them the amount from the second shipment 1 year ago.I believe it was their fault for reducing the amount charged initially to PayPal and causing the second charge to be denied. They should not accept PayPal or charge the full amount before shipping if paying by PayPal.I expect my prepaid order from this year to be shipped ASAP while we attempt to solve their problem due to their bad policies.

  Business response

  05/09/2022

  Thank you for the opportunity to respond to this complaint.  Lands' End has reached out to ******************** by phone and has resolved the issue.  

  Customer response

  05/09/2022

  [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

  05/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  LandsEnd known for their excellent return/exchange policies I bought a backpack for my son from the on 8/20/21. The bottom has now ripped - not what I expect from LandsEnd quality.I have lost the receipt, but have the date and credit card used to purchase this backpack. I got it during their fantastic 50% off backpack sale that they run every year.I went to the store and spoke to the company on the phone.They are only willing to give me a credit for the amount I paid, and will not even exchange the backpack for the same size and style - just give me a credit and expect me to buy a new one from them at the prices they are today.

  Business response

  05/09/2022

  Thank you for the opportunity to respond to this complaint.  Lands' End's posted return policy states that eligible returns received within 90 days of purchase will be issued to the original form of payment when available. Eligible returns received beyond 90 days from the date of purchase or without a Lands End proof of purchase will be issued a Lands End Merchandise Credit.  Refunds will be issued for the original purchase price only when accompanied by a Lands End proof of purchase. If neither the customer nor ********************** End can locate this documentation, the refund will be issued at the value determined by Lands End.  

   

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding a backpack purchased in 2017 and one in 2021, I was informed that they no longer honor their lifetime warranty on these products even though the warranty was in place at time of purchase. I am seeking a replacement of the merchandise to honor the warranty or a refund.

  Business response

  05/03/2022

  Thank you for the opportunity to respond to this complaint.  Lands' End's records show that ************************** bought a monogrammed backpack on March 4, 2018 from Lands' End's website and, on August 23, 2021, purchased a Lands' End branded backpack from Amazon. 

  Lands' End is not responsible for returns related to purchases on 3rd party websites, such as Amazon.  **************************, having made the purchase on Amazon would need to comply with Amazon's return policy as Lands' End was not the seller. 

  As to ****************************** 2018 purchase, Lands' End does not have a "lifetime guarantee" of its backpacks--our competitor LL Bean did have, at one time, a "lifetime warranty" on its products.  Lands' End's posted return policy expressly excludes from return any item that has been monogrammed.  As a result, ****************************** purchase of a monogrammed backpack is not eligible for a refund or exchange.  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently I made an order for a coat. It didn't fit. I reordered and was told the coat would be credited to my account in the amount of $85.04 and I could get the shipping fee of $6.99 to a credit with them. Today I received an email with a credit for Land's End in the amount of the whole thing, $92.03 when I was told the $85.04 would go back to my LLB mastercard. I tried calling them and I kept getting another advertisement for a medical device and can't get through to a customer service person. I am now seeking a total refund to my LLB credit card. I feel I was mislead by the person who told me I could get a total refund for the whole thing put back on my credit card.

  Business response

  04/06/2022

  Thank you for the opportunity to respond to this compliant.  Lands' End refunded $92.03 for this customer's return on March 25, 2022 in the form of a Merchandise Credit.  On March 30, 2022, the Merchandise Credit was voided and the refund was refunded to the MasterCard used for the original purchase.  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I mailed a money order Feb 1,2022 for the total balance owed of ****** to ***********************************************. I then also made a payment for the minimum amount due of ***** on the 7th of Feb, to avoid late charges because lands end still had not credited my account.I just called again and was disconnected. Called again and was told I would have to file a dispute because I may or may not have sent payment.I would like my account credited for amount sent. Close account and send me a refund of overpayment.This is what I requested and then was told to call back in 7 to 10 days. They would not give me an authorization number of call.Thank you

  Business response

  02/17/2022

  Thank you for the opportunity to respond.  **************** is speaking of an issue with a Lands' End branded credit card, issued by Comenity Bank.  Lands' End is not the credit card issuer and cannot perform the actions she has requested.  The phone number for the card issuer is **************.  I have let our internal team know of your dissatisfaction with your experience with the card issuer.  

*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. ↩