EXCELLENT Customer Service

[debster812]

*disclaimer*--I do not, in any way shape or form, work for the company I will be discussing below.

So...I place an order on Sunday evening, from Landsend.com for a bunch of stuff, 2 pair of shoes (one for me, one for DS) a really cool shirt for DS, new socks, a ballcap, etc. So, I got my order number, and in the email, they said they will email when the order was shipped.

Well...tonight (Wednesday) I still had not received an email, so I emailed them, and asked if they could look into my order, and let me know if it had shipped.

I received a response back from them within 20 MINUTES and the CSR told me that they show the order picked and packed to ship, but no further info on their system. SO they are re-picking it right now, and are shipping it tomorrow FEDEX next day, and I will have it by Friday. WOW! And if I receive both packages, to please let them know, so they can send a pre paid label to send one back.

I have always enjoyed Land's End quality, and was afraid that their service might suffer when they were acquired by Sears. That has not happened, and they are still aces to deal with.

 

[TimeforMe]

I, too, love Lands End and have bought many things from them througout the years and have NEVER had a problem. I have to share my Excellent Service story with you, too.

We are having a holiday party on 11/29 and I thought it would be nice to order personalized votives from Yankee Candle to give our guests as favors. They were personalized like: "Happy Holidays, 2003, The (insert our name). I order 2 different scents wrapped in tulle and tied with a poinsettia ribbon. I ordered them on Sunday and received them today!!!!! And they look so beautiful, too. Didn't tell DH yet, though

Nice to hear that there is still excellent customer service these days.

 

[KathyFP]

That is hgreat! I love it when I get good customer service.

 

[Dan Murphy]

Good service can be contagious. That's great, Deb, and thanks for telling us.

 

[msteddom]

Let me second that great review. I have had nothing but good experiences through Landsend.com. They make returning items so easy that I wish I'd found them sooner!

Melissa

 

[TLinden16]

Lands End is great. I once wore a pair of snow boots for two years, and they developed a leak. They were still in good condition, so I called and asked if there was anything I could do do repair the leak. They let me return the boots, and I bought a new pair. The new boots were a new style, and they weren't as comfortable as the old ones. Lands End let me return them no questions asked.

They are great with their customer service and they really stand by their product.

Karen

 

[Cindy B]

I love love Love Landsend! The customer service thier is top notch.

However, LL Bean has some amazing customer reps as well. I ordered a lambswool/cashmere sweater for my FIL for Christmas. It was over 5 days and I didn't get a shipped email. I bought it off the sale section on the internet, thinking maybe it was sold out and the internet sale page was not updated.

Anyway, I call to find out the status. In the process of transferring from CSR to the Internet CSR (two totally different departments), I got cut off..

I immediately got a phone call, apologizing that they cut me off in transferring!

I was shocked.

BTW, the sweater came and its gorgeous!

 

[tkd lisa]

I am a BIG land's end fan! I love their on-line customer service through interactive chat! I almost always buy off the overstocks page, and still get the best service. DH is very short, so any pants I buy have to be altered (26 3/4 inches!). Land's End alters for free, and will still take them in return if something doesn't work out. Couldn't say that for many other companies!

And I get a Christmas card from them every year!

 

[RitaZ.]

I love Lands End, I buy from them all the time! Last year, I bought my older DS a backpack ( a bit pricey, but I figured it was worth it) from them.

One of the seams had come apart (couldn't be repaired) and I decided to call Lands End to see if there was anything that they could do. The cs rep that I spoke to was so nice, she said that they would ship a new one to us immediately and that I could pick any backpack. They also emailed me a link to download a pre-paid shipping label to send the old backpack to them. It doesn't get better than that!

I told the cs rep what a great company Lands End is and that there are not many like them out there. She said that she hopes that Lands End can continue to provide the same customer service as they have in the past. That sounded like a hint to me that things are about to change...

 

[ead79]

I too love Lands End's customer service. They have always been excellent.

Fortunately, I have also received great service in my dealings with my Walt Disney World trips. Dreams Unlimited, and in particular my agent Liz Lindsey, has always been a joy to work with. They are top notch!

Also, I received probably the best customer service I've ever received in my life from the folks at the Unofficial Guide to WDW (by Bob Sehlinger). I ordered a few of their customized touring plans, and they were so helpful! Here's a link to another thread where I was singing their praises:

Touring Plans Thread

Just thought I'd share--I always like to recognize outstanding customer service.

 

[PamOKW]

I agree that Lands End and LL Bean are both just terrific in the customer service department -- hopefully, Lands End will rub off on Sears and not vice versa.

A few years ago I read about people abusing LL Bean's policy. They were buying old boots at tag sales etc. and then "returning" them to LL Bean. I can't remember how Bean came up with a way to deal with it -- but it just shows the two-edged sword companies face when dealing with the public.

 

[Fire14]

I love Lands End and agree the CS is superb.

 

[ChibiJones]

I almost always buy off the overstocks page, and still get the best service.

Me too! I've gotten some great buys off of their "On the Counter" page. A few years ago, I got 2 bathing suits for less than $20 (including shipping ) I also got a silk suit from the Counter for less than $50 - if my memory serves. I remember they had the skirt one week (I think it was $10-15) and the matching blazer a few weeks later (I think that was around $20-25). Patience pays off

 

[debster812]

Funny update coming...

I went up to the mailroom at work, where I had my order shipped, and there, sitting on the floor, was my Land's End order. It obviously was oder #1 (the one they could not find). So, I go put it out in my car, and go back to my office to call Land's End to see if we can stop package #2. Well, I get a delightful CSR, and she transfers me to the dept that handles shipping. Of course, the replacement package is already on a truck, heading this way via overnight. So, they are going to send me a call tag, and I will send it back.

They were all wonderful to deal with still!!!

Debbie

PS--I am a big overstocks fan too!