Defective Lands End.......your experience with returns?UPDATE, that was quick! post 6

[npmommie]

I just got a pair of lands end shoes which are defective, the material is coming apart.......so I want to return.
what is your experience, so they refund the shipping as well?
I am kind of annoyed that I had to pay shipping to receive a defective item.
and will have to pay to return it too.
I don't live close to a sears store, so to do it in person will cost me more in gas probably.
I am about to contact them, just curious of others experiences with defective items.

 

[Sossy]

If you want to exchange for a new one I know that shipping is free, not sure about just returning.

 

[SaveTheSeaTurtles]

Land's End has always been very good about returns. If the item is defective, try contacting them about it first and telling them what happened.

I have been fortunate enough that I live within easy driving of Sears so returns are never an issue for me. We have not, in many years, had to return many things, though! I love Lands End.

I don't blame you for not wanting to pay for return shipping if the item is defective ! I know that some of their products allow for flat fee shipping costs but not sure which products are excluded from that.

Definitely contact Lands End - never hurts to ask.

 

[sydneysmom]

That's too bad, I've always had good luck w/ LandsEnd and returns. But, we live close to a Sears, so I wind up returning the items there. Have you called to talk to a customer service rep and tell them that the item is defective? I kind of can't believe they'd make you pay shipping on something that they sent that's defective. I'd call and ask for a supervisor. They're a good company and I'll bet they'll send a UPS call tag for you. Good luck!

 

[Justsyd2]

Have you called them? I believe they'll replace the shoes with no shipping charges. Have you read your packing slip? The details are on it.

 

[npmommie]

ok Update!
they said the return shipping is free, just mark off that they are defective, and I get a full refund including the shipping I paid to receive the item!
gotta love that.

 

[sydneysmom]

ok Update!
they said the return shipping is free, just mark off that they are defective, and I get a full refund including the shipping I paid to receive the item!
gotta love that.

that's awesome to hear. it's so nice when a company stands by their product !! I love LandsEnd !!

 

[zoemurr]

ok Update!
they said the return shipping is free, just mark off that they are defective, and I get a full refund including the shipping I paid to receive the item!
gotta love that.

return the item to Sears. Then when you re-order the item the shipping is always free. (Actually, anytime you place your order from a computer at Sears s/h is waived..) Just talk to someone at live-chat. They will tell you to put "re-order" in the comments box and they will manually take off the shipping charge on the replacement item.

This works even if you just want a new size or color.. at least it's what they told me.