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Dec 27, 2009
Dec 27, 2009
Best customer service, bar none
I've been ordering from Land's End for about eight years now and I *love* this company. Their products are high quality, they stock adequate amounts to fulfill orders, their reps are friendly and helpful and they get orders to you quickly. I think that, for the quality and service, their prices are reasonable.
The clothing is high quality, lasts forever and doesn't fade. You can feel the difference when you wear it and see the double stitching. I especially like how they offer women's and women's plus, each with a slightly different cut to accommodate different body shapes. The virtual model app on their site is helpful for determining whether a style is good for you. They go out of their way to give customers good tools for finding the perfect item. If you think about it, it makes more sense to satisfy the customer before they buy so there aren't as many returns later.
Speaking of returns, when they describe their return policy as "Guaranteed. Period.", they mean it. This following personal experience serves as the best example of just how no-hassle the return process is, no matter what the reason for the return.
I bought the long commuter coat, choosing the berry color because it was the one I could most live with out of the choices given. However, I always felt very conspicuous in it and wished it were a more subdued color instead of a bright jewel tone. Two or three years after my purchase, I saw the colors had changed and they now made the coat in a more neutral olive green.
I called customer service and explained the situation. Like I said, there wasn't anything wrong with the coat, I just never really liked the color and didn't feel comfortable wearing it. It couldn't huirt to ask, right? Amazingly, they immediately arranged for an exchange. I was able to take my coat to a local Sears store and didn't incur any return shipping cost. My new coat arrived within a week. Unbelievable!
With only one exception during holiday rush, I've reached a human being immediately when I've called their toll-free number. The people are always friendly and helpful. I asked for a supervisor last time, just so I could praise the customer service rep. A couple days later, I received a hand-written note from the rep. It's just a quality company.