Lands' End

Full review
Members of my nuclear and extended families and I have been long-time, faithful customers of Lands' End.  The amount we have spent with the company over the years is almost certainly, quite conservatively, in the tens of thousands of dollars.

However, their customer service has definitely taken a turn for the worse.  At the moment, one of us is caught up in a dispute over an unreceived order of post-holiday sale items.  Lands' End customer service representatives twice promised a refund (because by the time the missing order was reported, many of the items were no longer in inventory).  When the refund failed to post, successive representatives said, never mind, none is forthcoming, UPS claims the shipment was delivered (even though there is no signature and the notations say only that it was left at the door), so duke it out with the credit card company.  They have also been rude in the process and implied that my family member is lying about the order.

This particular relative lives in an apartment complex in a large, urban area.  There is heavy foot and vehicle traffic on the street in front of the complex.  It is possible UPS did deliver the order, but that someone took off with it before it was received and secured by the orderer.  None of us understands why Lands' End has equivocated on its earlier assurances of a credit and is being so nasty about making this right.

Needless to say, there are other places we can spend our money.  And so we will.  We will also be sure to share this tale with others. 

I do think the reviewer speedwaysusan is onto something when she wonders whether Lands' End has begun to fire some of its customers.  Fair enough, I suppose, but whatever software they are using to determine whom to fire is seriously faulty.  Or should we be blaming the decline of the company on its relatively new owner, Sears?