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Mar 21, 2012
Mar 21, 2012
Poor Product, non-existent customer service
I ordered my daughter's swim suit from the summer clearance sales. We have used it 3 or 4 times over the winter, and it is completely faded. The background has gone from a nice, rich lavendar color, to a sickly looking white. When I contacted customer service, they said that was normal. It's never happened to any suits I've had before, and this was by far the most expensive suit we've purchased. I would expect better quality for such high prices. At the very least, I would expect such a respected company to at least stand behind their product. This will be my last order from them. Good customer service is a necessity in today's market, and their customer service people had nothing to say to me. I saved my chat because it was so unbelieveable to be told nothing at all. Not even an apology.
After I mentioned that I would be posting this review, I did receive slightly better service, although no offer for a return or exchange, and still no appology. The wait time for responses from the representative were reduced from 5-10 minutes to about 3 or 4 minutes. After a lot of pressure, she did let me know I could return the product for a full refund. My total time online with the representative took more than 40 minutes, and none of that was wait time on hold.
After this experience, I will never again do business again with Lands End.