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an interesting letter I received from Land's End

post #1 of 25
Thread Starter 
This may be a bit long, but here goes: I have been a long time customer of Lands End and have even sought advise on this forum and on another (I forget the name and my real computer is in the shop) style forum. I have noticed the quality of shirts and other items getting lesser than what they were...I have been a very good customer of theirs for the past 20+ years, probably closer to 30, and I have taken advantage of LE's custom service to get both chinos and cords. I have found this mostly frustrating as it takes getting about 5 pair in for the one that fits, so reorders are something that occur frequently. I have had a problem most recently with the cords, got my first pair and they were great, reorded from that pattern and the next two pair were too big, returned and reorded, returned and reordered again and again. Then I find out that LE somehow mixed up the pair that fit well and deleted it from my account and I was reordering from a pair that were not right...OK, try again, get in two pair, one fits pretty well, the other is huge, waist is ok, mostly ok that is but the thighs and seat are at least 2 inches bigger than the other pair. I send them back and reorder. On the advise of a forum member I get in touch with LE again (probably should have just cut my losses at this point). Today I get the following letter: "Dear Mr..... I have received word from several of our customer sales and service representatives that you have expressed concerns about the service you've been receiving at Land's End. Our representatives report that they were repeatedly unable to resolve the issues you raised and/or that many of the products you ordered from us did not meet your specifications. Since our efforts to help you find styles or sizes you wished to keep, and our services have not met your expectations, we have concluded that-for whatever reason-we seem to be unable to serve you to your satisfaction. Rather than continue to disappoint you, we think it best that we simply part ways. As a result, we have removed your name from our mailing list and will no longer accept your orders" So it would seem that LE does not want to be a better shop, does not want to deal with the issues of their custom clothing (I cannot be the only one that has had problems here), but would rather just not sell me anything. That's ok, I have a box ready to go back to them now and I will work on another, they will probably have to credit me around $2,000 when all is said and done, but if this is how they want to do business, so be it. I can get nicer chino's at BR anyday and I don't need them to be custom made, so now that I have found these I think it time to clean out my closet. Just a note to anyone thinking of returning anything to LE, or at least to trying to make them aware of any problems they may have satisfying a customer.      New Topic  Reply
post #2 of 25
They will no longer accept your orders? That is truly unbelievable.
post #3 of 25
With all due respect, Guitone, it does sound like it would be best for you and LE to part ways. You seem to be unhappy with their product and service, and they seem to be unable to satisfy you for reasonable cost. Maybe there is another retailer whose product is closer to your natural prefered shape and fit. You'll get your clothes faster and be more satisfied, and they will make some reasonable money. I've also had some problems with their custom store, but they've been pretty good about taking returns and letting me try again. Certainly if I keep having problems I'll stop going to them, and I think they would prefer it that way too, but I'm still optimistic. I'm glad that you have better luck with BR. Enjoy. -boston
post #4 of 25
Guitone, you're fired.
post #5 of 25
Thread Starter 
Yea, I was fired. I don't dispute that I have had more problems than most with LE custom shop, but to me it is pretty funny to order two pair of pants at the same, both taken from specs from the same pair that fit ok and both be different than each other and the spec pants. I have been very patient with them, trying to let them resolve it, but you know, I also have used them for none custom things, so they not only lose that business, they are getting a big return from me of anything I have home with their label in it. I guess I feel they could have handled this better, maybe suggest that their custom shop was not going to be able to meet my needs, afterall it was the folks at LE that kept asking me to put another order in, to return the problem item and try again, and again, and again. It was when I suggested to them that they had a problem with their custom shop, that the folks there seem to not be able to make a second item with the same specs as they have on file that they got made..That's ok, too bad for them as I was a good customer, for close to 30 years, and that is the rub. I am in sales, I service my accounts, I take crap from them but they are always right, and a shop like LE that professes to want to make it's customers happy, no matter what, well, new story at 8. It seems to me the recent aquistion by Sears did anything but good for lands end, I think I can now call it The End.
post #6 of 25
Quote:
....they are getting a big return from me of anything I have home with their label in it.
They'll take back just anything? No receipts or tags? Washed and all? Huh.
post #7 of 25
From their web site... Guaranteed. Period. The world is full of guarantees, no two alike. As a rule, the more words they contain, the more their protection is limited. The Lands' End guarantee has always been an unconditional one. It reads: "If you are not completely satisfied with any item you buy from us, at any time during your use of it, return it and we will refund your full purchase price." We mean every word of it. Whatever. Whenever. Always. But to make sure this is perfectly clear, we've decided to simplify it further. GUARANTEED. PERIOD.®
post #8 of 25
It's disappointing when a situation can't be resolved to your satisfaction, but is it in everyone's best interest to try to punish a merchant for that disappointment by using their overly generous and fairly unique return policy against them? It's a bit like the insurance industry--if everyone started making claims, away goes the insurance. Some merchants who formerly had generous return policies made them more restrictive after too many individuals took unfair advantage by returning clothes that were long worn and washed, at which point it should be implicit that the products are acceptable to the customer. Please don't ruin things for the rest of us because of your unhappiness. You've been able to vent on two boards--isn't that enough? Consider your anger validated.
post #9 of 25
I'm not taking sides here.  I just want to test my business clairvoyance. If Lands' End will no longer accept your orders, I doubt they will accept your returns.
post #10 of 25
I have fired customers before. sometimes it is for the best. Lands end is in the business of making money, by keeping its customers happy. if they conclude that it is not possible to keep you happy in a profitable way, then it makes sense for them to fire you. sorry about that. I am sure that you have "fired" suppliers - stopped shopping at a certain store. consider this a similar situation, it is all for the best, I am sure.
post #11 of 25
Thread Starter 
Well as always on a board like this it is impossible to tell the whole story, and I would think others would want to know. Be that as it is, but I was encouraged by their internet/custom dept to keep returning items that did not fit properly. If they cannot get it right, and they have in the past it must be an internal problem. For me it is ok, you do not have to shop there, or you can, but when you have a similar situation you will understand. I was an almost 30 year customer, there should be some loyalty on their part to that, and yes, they will take these things back because their guarantee says they will. They don't have to sell to me, but they do have to take these things back, it was afterall, there choice.
post #12 of 25
Quote:
I have fired customers before. sometimes it is for the best. Lands end is in the business of making money, by keeping its customers happy. if they conclude that it is not possible to keep you happy in a profitable way, then it makes sense for them to fire you. sorry about that. I am sure that you have "fired" suppliers -  stopped shopping at a certain store. consider this a similar situation, it is all for the best, I am sure.
I've "let go" certain clients without a qualm.  Mostly because I didn't want to deal with them -- (there were on two occasions that I recall some dishonesty that was very minor, and hardly would've outweighed the money that they brought in, but I still wouldn't tolerate it). On a diff. note, aas to the original posters message:  looks like guitone wants the tone of the LE letter to be different.  Something more grovelling and fawning perhaps?
post #13 of 25
Quote:
so they not only lose that business, they are getting a big return from me of anything I have home with their label in it. That's ok, I have a box ready to go back to them now and I will work on another, they will probably have to credit me around $2,000 when all is said and done, but if this is how they want to do business, so be it. I can get nicer chino's at BR anyday and I don't need them to be custom made, so now that I have found these I think it time to clean out my closet.
Just my 2 cents: it is not cool to return the clothes out of spite. Sorry if that's not the response you were looking for.
post #14 of 25
i dunno...it seems like LE's posture with respect to their 'custom' line is that they are there to provide clothes that fit. if they can't make the clothes fit, whose fault is it? sounds like a flaw in the system to me. personally i've never heard of a mail order company cutting someone off like this. (especially a 30-year customer.) i think they could have at worst just cut him off from the custom area, if they weren't willing to do the work required to uphold their standard of making clothes that fit their customers. i wonder how many other customers they have dropped. as for the $2000 return, well i'm sure LE will bounce back from it. in my opinion they sortof deserve it, for overreacting to their perceived problem. every rash decision has consequences. /andrew
post #15 of 25
Everyone should keep in mind we are hearing only one side of the story. I have a hard time believing they terminate every customer who returns a few pairs of pants. Now, a customer who is determined to return thousands of dollars of merchandise out of spite...that's left up to our own judgement.
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