Lands' End merchandise is a good value and I've shopped there for years. But something has blown up in their shipping operation in Fall/Winter 2020. While they warn customers that parcels may take as long as 15 days to arrive, the reality is that mine have taken over three weeks on a number of occasions. I've tracked the shipments online and they go all over the map irrationally, through and past my address for hundreds of miles, backtracking over it, and then reversing course yet again before finally arriving.

I'm writing this on Dec. 2nd. The odds of any order that I might place today arriving before Christmas are 50/50.

Take heed.

I ordered my son's uniforms for school Ali g with a set of face masks. The masks appeared to be of normal size but upon arrival, the masks were the size of a toddler's face versus a school age boy. The Lands Ends customer service rep and supervisor said there are no return on face masks (even though they were never used and barely opened), and that they would not refund my money for the masks. I stated that the masks being advertised were much bigger and the customer service reps said it was my problem and they would not help me. The cost of the masks were $11.50. I am a regular customer at Lands End and buy all my school unformed, home goods, and summer wear from this company. I am shocked at how rude the agents were and that the company does not stand behind its claim of legendary customer service. I am out $11.50 on masks I can't use and have to spend additional money to buy masks for my child. Sad day that a company is taking money from its loyal customers for Covid supplies that simply don't fit.

I used the sizing chart to order bathing suits and two shirts. The tops and one piece suit were too small. This is a first. I wasted hours and hours going to the website and trying to find replacements. Had to scroll through many suits, pick one, then go to that one, only to find it was not available in any regular size (only very large or extremely small). Really tedious. Finally decided to return, but I am not going to PO right now. Turns out the return policy is a lie: "return it at any time for an exchange or refund of its purchase price." It has been just over three months, so I can only get a merchandise credit (plus shipping fee), not a refund. I cannot do an exchange because they are sold out of everything I want. It is summer. I will have to buy suits elsewhere. Bad show. NO ALLOWANCE FOR COVID. I am 73 and high risk. I will have to go to PO.

I loved shopping at Lands' End until I realized they didn't love me back.
Recently, I returned items to Lands' End that were purchased with a gift card and a credit card. My return was received 3/9/20. My credit card was refunded 3/16/20. However, I never received my gift card. I emailed Lands' End on 3/26/20 to follow up on the gift card that was being sent USPS. Lands' End said that the $110.38 gift card that they mailed to me had already been spent on 3/22/20. I asked if anything could be done and they said it's not their problem.
At Lands' End's recommendation, I filed a police report. I asked if anything could be done after I filed the police report and they still said it's not their problem.
If you're receiving a gift card for a refund make sure to ask Lands' End to send it to you digitally because they won't take responsibility if a physical gift card that Lands' End mails to you is stolen.

I purchased a beautiful bathing suit with soft cup bra, and when it arrived, the cups were a size D. When I called to request a B cup, which I have always ordered in past years, I was told they only sell C and D cups. However, this years catalogs only seem to sell D cups. What designer or buyer in their right mind would expect a woman with an A or B cup to buy a suit with a D cup? Do they not realize how absurd we look with giant cups that go concave with nothing to fill them up? I went to a local alterations shop to see if they could replace the soft cup bra with an appropriate sized bra, and they said no. I ended up cutting out a bra from another bathing suit and did a patch job so I can at least wear my $65 top. It ain't pretty, but no one will see the inside. I have bought my suits from Lands End for over 30 years, and obviously, this will be my last purchase... unless someone grows a brain and figures out the vast difference between an A, B, C, or D cup. This has always been a company that did not treat women's clothes as "one size fits all" but obviously they do now.

I have purchased Lands End clothing over many years for myself and my family. Purchases and returns were always so easy. However, something has changed in the last year. Representatives aren't as friendly/helpful and their return shipping has changed so much so that I may not purchase there anymore. I returned a pair of jeans and it took more than a month to get them back to Lands End, hence holding up any credit back to my account and/or replacement sizes to be available and shipped. Everytime I called, no one was able to explain why the tracking appeared to show the item still sitting at the post office. Finally, I was told by the PO that they collect items for Lands End until there are enough to engage UPS to pick them up for shipping. Wait, WHAT? Why can't we then just take the item to UPS to return it? When I ask Lands End that question, they say UPS will charge on top of the return label charge. This needs to be fixed by LANDS END! Don't pass the buck, especially on to your loyal customers.

I got a catalog, again, that clearly (and boastfully) advertises jeans with free custom hemming up to 36" (big & tall up to 38"). I have been through this 'misprint' for the last several years with Landsend. Well they got me again. I call to order and am told they only hem up to 34". Same as last time. Very frustrating. I told the nice lady on the phone to please stop sending me catalogs. We'll see.
Very poorly operated company and a horrible catalog

"Not only did the jeans I purchased not fit (the "rise" was too short), but when I realized it would cost me almost 25% of the purchase price to return a pair of jeans I had purchased from Lands' End, I thought I'd find a storefront and return them there instead. To my dismay, there isn't a Lands' End near our northern Virginia home! Online I found two locations near where we would be spending the holidays - and again - image my dismay when I got there to find BOTH the Sarasota and Tampa locations are "permanently closed!"

ASK me if I'll EVER buy from Lands' End again!

HAH!"

I have been a customer for decades and am beyond appreciative for their stellar customer service. I have no issues with their returns and quite the contrary I am very happy with their policies and how hard they work to satisfy customers. Today an online supervisor worked so hard to find a happy resolution to an issue that would have inconvenienced me with a 2 hour commute by public transportation to their store.

I don't know any other company that would find 'out of the box' solutions on behalf of their customers. I can only say a million thanks to them.