SO irritated with Lands End!

[jackskellingtonsgirl]

I needed new jeans so I thought I would try some from Lands End. I had a free shipping code. Fine.

Ordered the jeans, they debited my bank account.

Get a phone call asking if I got the jeans. No. Tracking showed them still in transit. The lady tells me the package they sent doesn't have my stuff in it. Package arrives, 3 shirts. Called Lands End, told them I had the shirts and would send them back. They then REsent the jeans.

Jeans get here and the invoice shows that I paid ZERO dollars for them! Called Lands End. Told them the jeans don't fit and I want to return them to Sears, but the invoice shows I didn't PAY for them!! The lady tells me to give the Sears cashier this order number, it will be fine.

Returned the jeans last Friday, got a receipt that says the refund will post within 3 business days. Nope. Today I STILL do not have my refund. Called Lands End.

They said I wasn't refunded because they sent the jeans twice! NO, you sent SOMEONE ELSE'S SHIRTS!! Which I then drove to the post office to mail BACK!!! So the first lady transferred me to another lady who said they will post the refund in the next few days.

I am IRATE that they are basically holding ME responsible for THEIR screw up. I paid for the jeans, I returned the jeans, GIVE ME MY MONEY! I never got the first 2 pairs. I am assuming they sent them to the guy who ordered the shirts. This should not be MY problem.

I think I am finished with ordering from Lands End. Free shipping was definitely NOT worth all this drama.

 

[dex08]

Wow!! That really really stinks!

I would call them back and ask to speak to a supervisor and try to work it out.

This is why my DH and I never use debit cards. We always use credit cards so we can dispute charges if something happens. I recently made a $250 return to an internet based retailer and never received my store credit on their website and ended up disputing with AmEx. It took several months but ultimately I got the $ back through AmEx.

 

[Schmoodle]

Glad it's not just me. I had similar problems when I ordered some rash guards from them for the kids last spring. I never did get them and had a hell of a time convincing them of that and getting a refund.

 

[jackskellingtonsgirl]

The first lady I spoke to this AM said it was processed wrong. The second lady said they will run it back through, but now I get to wait ANOTHER 3 business days to see if they fix it. What irks me is that the second lady asked if I sent the shirts back. Like maybe she wanted to hold my refund hostage until they got the shirts? YES, I sent them back the very next day. But what if I didn't? That was THEIR mistake!

 

[sharbear]

Call back and tell the person you want to talk to a supervisor. Don't talk to the person who answers the phone. This time of year they hire a lot of temporary employees and they are not as informed.

I have talked to customer service and everytime I've asked for a supervisor they have bent over backwards to make things right. If you talked to different people they don't know what was said in the first conversation.

They cannot issue refunds faster than 3 days. It takes that long for the bank to register the transaction.

If you still do not have your refund in 3 days, go back to Sears and ask to talk to the Lands End Lead. They should be able to fix things although it sounds like to me that Lands End has staightened things out and your refund should be to you in 3 days.

 

[pamrob]

Sorry you had so much trouble with your Lands End order. We have ordered from them for years without incident. Generally if there is a problem they are very accommodating to fix it. You might just need to get someone on the phone who can actually help you. The PP is right, this time of year lots of temps and overwhelmed customer service reps.

 

[HLDisney]

Wow, sorry to hear of all your trouble. I love shopping from Lands End but I do any returns directly to a Sears store so I don't have to pay for shipping. Maybe that would be an option for you next time?

Helen

 

[hercamore]

wow, that's too bad. I would give them another try tho. Their products are good, free ship, guarantees on all products.

I've ordered from them for years w/o a problem. Probalby have placed 25 orders this year alone.

I agree with the pp that said using a credit card is most hassle free form of payment.



herc.

 

[pilesoflaundry]

I think since sears took them over they are not the same. Sears is trying to juggle too many things .

I just buy lands end in the store now. It's easier but I haven't gotten much lately because we no longer have a store close by.

 

[Hannathy]

You can thank Sears!! This stuff never happened when it was Land's End but once Sears bought them it got screwed up and continues to be so. The quality isn't as good as it used to be, shipping has slowed down, etc.

 

[jackskellingtonsgirl]

Wow, sorry to hear of all your trouble. I love shopping from Lands End but I do any returns directly to a Sears store so I don't have to pay for shipping. Maybe that would be an option for you next time?

Helen

I did return the jeans to Sears. I have the receipt that shows Lands End would credit my account in 3 business days. The shirts had to be shipped back because they weren't mine to begin with, and they had some other guy's info on the packing slip.

I found some Lands End jeans in the Sears store that fit pretty well, so I am not opposed to buying the brand. I am just really unhappy with the way they have handled this transaction. I ordered the jeans on 11/15. I should NOT still be dealing with that ONE transaction.

 

[akcire]

You can thank Sears!! This stuff never happened when it was Land's End but once Sears bought them it got screwed up and continues to be so. The quality isn't as good as it used to be, shipping has slowed down, etc.

Here is how I understand the transaction. LandsEnd an awesome company was bought by Sears a moderately stinky company. Then Sears was bought by Kmart (the worst of them all). As my husband explained to me, when I was on a retail sucks rant Kmart (who I pretty much stopped shopping at 10 years ago--because they had no customer service) now owns LandsEnd.

I still buy from them, but the quality has really gone down in their clothing. I am certainly buying more from LLBean.

 

[plummer925]

Here is how I understand the transaction. LandsEnd an awesome company was bought by Sears a moderately stinky company. Then Sears was bought by Kmart (the worst of them all). As my husband explained to me, when I was on a retail sucks rant Kmart (who I pretty much stopped shopping at 10 years ago--because they had no customer service) now owns LandsEnd.

I still buy from them, but the quality has really gone down in their clothing. I am certainly buying more from LLBean.

I like hearing that you are buying more from LL Bean - my husband is in Customer Service there and they really DO have an exceptional Cust Svc team (they have an insane amount of training, but that's for the customers' benefit of course).

 

[Grumpy's Gal]

sorry you've had problems with them. I've ordered from them for YEARS and have never had a single problem with exchanges or returns. I've had several situations which were not their fault, and received above and beyond excellent customer service.

Good luck.

 

[Pixiedust34]

I'm sorry to hear about your problems with Land's End. I placed an order with them less than an hour ago (used the free shipping code) and I'm keeping my fingers crossed that all will go well.

 

[StitchandPooh'sMom]

Sorry you had a bad experience. I have ordered from them for years and have always had great customer service and been happy with their products. They definitely messed up in your case, but I wouldn't write them off totally.

I just placed my first order from another company and have had nothing but trouble from them. When I made my sixth contact with customer service to get my issue resolved (they refused to take defective shoes back because they had been worn but fell apart after three days, and they sent a nasty note along with the old shoes, and it has taken six weeks to get resolved), I asked for a customer service supervisor and told her that I was really trying to like their company since my daughter liked their shoes, but they were making it really hard for me to have confidence in their product OR their service. She shipped new shoes out 2-day air and asked me to please try them again. I probably will, since she cared enough to resolve the issue. Sometimes it just takes talking to the right person to change your attitude about a company.

 

[UCFALUM]

Sorry you had a bad experience. I have ordered from them for years and have always had great customer service and been happy with their products. They definitely messed up in your case, but I wouldn't write them off totally.

I just placed my first order from another company and have had nothing but trouble from them. When I made my sixth contact with customer service to get my issue resolved (they refused to take defective shoes back because they had been worn but fell apart after three days, and they sent a nasty note along with the old shoes, and it has taken six weeks to get resolved), I asked for a customer service supervisor and told her that I was really trying to like their company since my daughter liked their shoes, but they were making it really hard for me to have confidence in their product OR their service. She shipped new shoes out 2-day air and asked me to please try them again. I probably will, since she cared enough to resolve the issue. Sometimes it just takes talking to the right person to change your attitude about a company.

Ohhh-is this Stride Rite who was taken over by Payless? I'm going round and round with them right now. Over Saucony shoes I bought in their store. Errr!
OP sorry about the Lands End problem. I love their gtd and are pretty high on them in general. Hopefully they will make it right.

 

[bumbershoot]

Sounds like the first rep that called you had been called by the other customer first. Alas, these things don't generally end up in an exact switch, where customer A gets B's stuff and B gets A's stuff. It's generally, at least at amazon it was the case, a situation where one box is missed, so all the orders down the line until a person catches it, get someone else's stuff.

Sounds like the reps you've talked to since the one who called aren't understanding the situation.

You were called, told that the box you were sent didn't have your stuff.

You received the box, it had shirts.

You sent it back as requested (did they send a label?).

They sent a replacement order with your stuff.

You returned them; it's totally possible the Sears people don't have the ability to see any notes/annotations in the account, and they were relying on automatic processes to get the refund. However, since this was a replacement order, the auto processes are not going to work.

So someone there needed to kick it into proper gear, by doing it manually. Sounds like you got someone who did that.

I doubt they are truly holding you responsible; just sounds like the Sears reps cannot do or see the things the call center reps can, and you just needed to get a human involved instead of their systems.

And it's correct, once a refund has been requested by the company, it's all up to your bank/CC company (I know it's your bank, but I'm being general) as to how long the refund takes to post. I remember working at amazon, my wamu account would get things almost instantly when I had a refund from anywhere...talking to customers, however, I found that their banks (Chase, Wells Fargo, etc) took MUCH longer.

 

[StitchandPooh'sMom]

Ohhh-is this Stride Rite who was taken over by Payless? I'm going round and round with them right now. Over Saucony shoes I bought in their store. Errr!
OP sorry about the Lands End problem. I love their gtd and are pretty high on them in general. Hopefully they will make it right.

I totally forgot about how UNhelpful Stride Rite was when DD6's shoes were defective and the tread started peeling off until you posted this! Actually, it wasn't Stride Rite, although their customer service ranks somewhere between dreadful and awful. Fortunately, the people at our local Stride Rite store are wonderful and they took DD's shoes back and gave us credit.

This was actually another shoe company and another daughter!