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Land's End return/repair policy?

post #1 of 16
Thread Starter 
I keep hearing mention on here about land's end having a great policy if clothing becomes damaged, etc or defective.

Can someone explain it to me? Does it work if you bought the item secondhand? I find a lot of land's end at my thrift shop.
post #2 of 16
http://www.landsend.com/customerserv...usReturns.html
post #3 of 16
Not the OP, but that link is for returns on mail order items.
post #4 of 16
We haven't used it on clothing, but DH had a Land's End duffel bag and a hole wore through it. We took it to a Land's End outlet store and they exchanged it for an identical one (different color) with only a few questions. Of course, we were okay with another person's initials on it.
post #5 of 16
Thread Starter 
Quote:
Originally Posted by Nicole! View Post
We haven't used it on clothing, but DH had a Land's End duffel bag and a hole wore through it. We took it to a Land's End outlet store and they exchanged it for an identical one (different color) with only a few questions. Of course, we were okay with another person's initials on it.
did they ask for proof you had bought it? Or did you get the duffel secondhand?


Initials don't bother me - but I'm considering this coat they had at my thrift shop. Lands End, very nice kids coat but someone pinned a name tag on the front and then I'd say another kid pulled on the tag. Left two nice rips right in the front.

I'm trying to figure out if they would just replace it no questions asked {it might be a few years old at most} or refund the original price.
post #6 of 16
Quote:
Originally Posted by frugalmama View Post
did they ask for proof you had bought it? Or did you get the duffel secondhand?


Initials don't bother me - but I'm considering this coat they had at my thrift shop. Lands End, very nice kids coat but someone pinned a name tag on the front and then I'd say another kid pulled on the tag. Left two nice rips right in the front.

I'm trying to figure out if they would just replace it no questions asked {it might be a few years old at most} or refund the original price.
No, they didn't ask for proof which was nice because it had been a gift. They asked approximately when we'd received it (how old it was) and a few other things, maybe our information? It seemed as if it was more for inputting it into their system more than anything. We needed a replacement right away as we were traveling, so we didn't even ask about sending it in for a new one with the correct initials. A brand new "second" with the wrong initials was fine with us. Then again, this was an outlet store not a regular retail store.
post #7 of 16
Quote:
Originally Posted by frugalmama View Post
did they ask for proof you had bought it? Or did you get the duffel secondhand?


Initials don't bother me - but I'm considering this coat they had at my thrift shop. Lands End, very nice kids coat but someone pinned a name tag on the front and then I'd say another kid pulled on the tag. Left two nice rips right in the front.

I'm trying to figure out if they would just replace it no questions asked {it might be a few years old at most} or refund the original price.
We have had great luck (my entire family all buys from Lands End) but I think buying a second hand coat with the intention of asking for a replacement just might be pushing their normally generous return/replace policy to the limit. Sorta like buying something on clearance and trying to return it for a full price refund.
post #8 of 16
Quote:
We have had great luck (my entire family all buys from Lands End) but I think buying a second hand coat with the intention of asking for a replacement just might be pushing their normally generous return/replace policy to the limit. Sorta like buying something on clearance and trying to return it for a full price refund.
I agree - esp with the economy the way it is it seems really unfair to expect them to honor their return policy in that situation. If you don't like the condition of an item at a thrift store, don't buy it. It is used clothing, after all. Their return policies surely are intended for the original owner, not someone 2 or 3 people down the line - and it sounds as if the item was abused, not really subject to normal wear and tear.
post #9 of 16
Quote:
Originally Posted by Caneel View Post
We have had great luck (my entire family all buys from Lands End) but I think buying a second hand coat with the intention of asking for a replacement just might be pushing their normally generous return/replace policy to the limit. Sorta like buying something on clearance and trying to return it for a full price refund.
I agree.
post #10 of 16
are you even a tiny bit good with a needle and thread? you could probably stitch up the rips easily, and put a cute patch or applique over the area in question. the stitching would keep the structural integrity intact, and the patch would cover up the stitches. (you could even just get an iron-on patch!)

the applique might cost $2-5, depending on how big, and what you want... but it'd make it totally personalized for your DC, and would avoid that "fraudulent" feeling every time you saw him/her wearing it.
post #11 of 16
I've used LLBean's return policy on dh's winter boots bcs they didn't last him two winters (cracks, holes, ripped leather, leaking soles). But for kids stuff? Unless something happened to it the season it was intended for, it doesn't seem right to exchange it...
post #12 of 16
I have had very good results with patching/personalizing to hide clothing damage. We have many pairs of toddler pants with a train on the knees. I even have a "formula organizer bag" (Similac?) which has been turned into a train logo travel toiletries bag. There are iron-on-tape products which can be used to avoid or decrease the sewing needed.
post #13 of 16
Expecting a full-price refund on an item bought at a thrift store that's at least a few seasons old is pushing it. Nothing lasts forever. The csot of doing something like this is passed off to those who buy items direct from the store in the form of higher costs to cover the cost of replacing thrift-store jackets that were damaged at some point.
post #14 of 16
Their return policy is part of their gimmick, much like -- or rather exactly like -- Craftsman. If they found it to be a detriment to the business, they would change it, it's that simple. And -- also like Craftsman -- I'm sure they are perfectly well aware that it makes their goods sell rather well on secondhand markets.
post #15 of 16
Thread Starter 
Quote:
Originally Posted by Liquesce View Post
Their return policy is part of their gimmick, much like -- or rather exactly like -- Craftsman. If they found it to be a detriment to the business, they would change it, it's that simple. And -- also like Craftsman -- I'm sure they are perfectly well aware that it makes their goods sell rather well on secondhand markets.
see this is my thought exactly. FWIW I never expected a refund {though it would be a nice bonus financially as I'm a single mom on a very tight income}, just a new coat without a hole in it.

And really - what is the difference between the original owner returning it for an exchange and them donating it to the thrift shop where someone else does so? If you give items your children outgrow to a friend for their children, and they become damaged, are they not allowed to use the guarantee either?
post #16 of 16
Quote:
Originally Posted by frugalmama View Post
If you give items your children outgrow to a friend for their children, and they become damaged, are they not allowed to use the guarantee either?
Or, say, a car.
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