Complaints

This profile includes complaints for Lands' End, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lands' End, Inc.

  1 Lands' End Lane Dodgeville, WI 53595

• 

  Lands' End, Inc.

  209 Junction Rd. Madison, WI 53717

• 

  Land's End, Inc.

  Minneapolis, MN 55423

• 

  Lands' End, Inc.

  1700 Lands End Dr Reedsburg, WI 53959-9663

• 

  Lands' End, Inc.

  8777 N. Port Washington Rd. Milwaukee, WI 53217

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received 5 or 6 emails from Lands End that specifically say 70% off all sale items. It does not say "up to 70% off". But when I went to the website and tried to buy a sale item it was not 70% off. I called and was told I had to look at the "details" at checkout. Under details it does say up to 70% off. I believe this is false advertising and they need to make sure when they send out numerous emails saying 70% off they need to stand by that or change the wording.

  Business Response

  Date: 06/16/2025

  Thank you for bringing your concern to us.  I have reviewed each of the sale and clearance offers referenced.  In the main body of the offer, Lands' End has an asterisk and notes that "Exclusions Apply" to the offer.  As you note, our "details" about the promotion identify its limitations.

  I have conveyed your concerns to our marketing team.  Thank you for your feedback.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a swimsuit from Lands End (LE). When it didnt fit, the company refused to accept a return. The item is brand new and the return request was made within days of its delivery to me. The reason given by LE for the refusal was that the item was a final sale.There was no mention of the purchase being on final sale on LEs website nor any mention of that on my receipt. As of this date, the swimsuit is still listed for sale on LEs e-commerce site and there is still no reference on the product page to a final sale. Yet despite being advised of this, LE still refuses to accept the item in return (notably, in violation of its own satisfaction guarantee and refund policy).

  Business Response

  Date: 06/12/2025

  Lands' End **************** ************************ resolved this issue with the customer on June 2, 2025.  They discussed the issue with her by phone, issued her a return label for the product and issued her a refund on 6/11/25.

   

   

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a credit card on 05/31/2025 with the promise of receiving 50% off. I was approved and received a Code and pin to process the 50% off. Since 05/31 I've made attempts to process the order and the code keeps coming up as invalid.I called customer service 06/01, they said to try to process on another browser, start and turn off my phone/ web browser. And to call back in 2 hrs 06/02 I called customer service and they said they could not help since the pass code was not valid, since the pass code was only valid 05/31.

  Business Response

  Date: 06/12/2025

  You received a 50% off credit card promotion directly from Comenity when you signed up for the Lands' End branded credit card.

  You placed your first order on June 2, 2025.  All items on the order were school uniform pieces.  Your promotional offer was not valid on school uniform items and that is the reason the "not valid" message appeared when you attempted to use it.  The exclusion is called out where the terms and conditions of the credit card are located.  In relevant part it states:  

  3 Subject to credit approval. ***** one time only. Duplicate offers will not be accepted. Cannot be combined with other offers. Excludes monogramming, gift boxing, gift cards, shipping, taxes, duties, Lands End Business Outfitters and School Uniform purchases, international shipments, and excluded items as marked. Discount will be applied at checkout. This offer has no cash value. Promotional savings may be deducted from returns. Not valid on previous purchases.

  You were able to use a 40% Lands' End promotion on your order along with free shipping on the items.  

  Your items, with the exception of one backordered jacket, has shipped and should arrive next week.

  Our **************** team has reached out to you and is providing you with a $25 e-gift card for use on a future purchase for your inconvenience.

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:06/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have continually asked to unsubscribe from emails by clicking unsubscribe and emailing them asking to stop sending emails and they won't stop. This has been going on for months and months

  Business Response

  Date: 06/11/2025

  Thank you for bringing this issue to my attention.  I have reached out to our marketing team and have been assured you have been removed from all email solicitations for the email we have on file for you.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family routinely orders our kids school uniforms from Lands End for years. We have a zip front sweatshirt for my son that had a zipper defect and broke on the 2nd wear but it was past the 90 days (because he didn't wear it before) and the company refuses to take responsibility for defective craftsmanship. Leveraging a return policy against wear defects for a clothing manufacturing company is unacceptable. I would like a replacement of this zip front jacket and customer service refuses to help. The company is a manufacturing company and needs to stand by the quality of its products.

  Business Response

  Date: 05/30/2025

  Thank you for letting us know your concern.  ******************************* sent an email on May 27, 2025, asking for additional information as you had purchased 2 different items in 2 different sizes that could have been considered a "zip front jacket".  As of today's date, there has not been a response to the email so that we can assist you with an exchange.  Please respond to the May 27th email so we can assist you.  

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LANDS END CREDIT CARD ISSUE- I HAVE BEEN PAYING MY LANDS END CREDIT CARD FOR THE LAST YEAR ON TIME BUT IVE BEEN CHARGED A LATE FEE OF 39 DOLLARS ALTHOUGH THE PAYMENT IS ON TIME AND MADE BEFORE 3PM. THEY ALSO PUT A NEGATIVE THING ON MY CREDIT REPORT AND iVE BEEN PAYING IT CONSISTIENTLY AND ON TIME. i WANT THIS ISSUE RESOLVED.

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond to this complaint.  While you hold a Lands' End branded credit card.  Lands' End is not the issuer of your credit card, does not receive or process payments from you for charges on your credit card, and does not have access to your account.  You need to contact the credit card issuer, ************* who has the ability to address your concerns.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned a number of items ordered during Christmas 2024 and no longer needed in December 2024.. Have tried to contact customer service to review the return to no avail. We feel there were items returned but not acknowledged and several Items were not refunded correctly. We have left messages and call back information but there has been no response from the company.

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a top from Lands End online March 7 that was offered with a discount code, Taking the original price of $47.95 and deducting $*****. I received a detailed email showing the confirmed order of 47.95 minus ***** plus shipping of $9. and tax2.31 for a total of $*****. My Chase ******* was charged the $*****. Today, March 10 I received notification that my Chase ******* was charged an additional $*****. When I complained to Lands End they said they would refund me the ***** and charge me the ***** for that item. It was advertised on line with that promo of ***** and I received confirmation of the order with that promo. Can they do that? I think it is a bait and switch and was a payment Not authorized by me.

  Business Response

  Date: 03/18/2025

   Thank you for the opportunity to respond to the complaint.

  
  Thank you for bringing this to our attention.  While the promotional code you used was correctly applied to your order, as indicated in your email confirmation, the code was removed in error during the shipping process, and you were charged full price. We have issued a credit in the amount of the difference ($23.98).  We have confirmed ****** accepted the refund.  We expect that you will have the refund in her account 3-5 business days from Friday March 14, 2025, when it was processed by Lands' End.  

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered bed sheets on 1/30/25 and were backordered until 02/10/2025. However, the sheets have still not shipped out and I was told that they will now be shipped out on 3/10/2025. I was counting on these sheets for this season, and if I ever get them, it will be too late to use this season.I would like Lands End to issue a generous partial refund, or less preferably a store credit towards a future purchase for this delay.

  Business Response

  Date: 03/03/2025

  Mr. ******* ordered a King ******* Sheet Set on 1/30/25; at the time of the order the product was on backorder until 2/10/25. (Confirmed via his order confirmation email.)
  On 2/10/25 Lands' End sent him an order delay email letting him know that this sheet set was delayed and the new estimated arrival date in our warehouse was 3/10/25 due to congestion at the port.
  Within this email he was given an opportunity to contact us if he wanted to select a different color or cancel the backorder. There are no notes on his order indicating he contacted us.

  Mr.******* has already received both 50% off the product and free shipping on his order. Lands' End has communicated fully with him about his order and has given him options that he has not exercised.  Lands' End is unwilling to reduce the order total further.  

  Customer Answer

  Date: 03/04/2025

  Dear Better Business Bureau,
  
  I am writing to express my strong dissatisfaction with Lands' End's response to my complaint regarding my order of a King ******* Sheet Set. Their reply is wholly inadequate and fails to address the core issues of my grievance.
  
  Firstly, Lands' End misrepresents the value provided to me. The 50% discount and free shipping they mention were part of the original offer when I placed the order on January 30, 2025. These were not compensatory measures for the delay, and it is misleading and deceptive to attempt to present them as such.
  
  Secondly, Lands' End has failed to meet their commitments. The initial promised delivery date of February 10, 2025, has long passed. It is now March 4, 2025, and there is still no firm shipping date provided. This lack of a concrete commitment is unacceptable.
  
  Thirdly, the company's communication has been inadequate. While they claim to have sent an email on February 10, 2025, this does not excuse the lack of proactive updates or explanations for the extended delay. A single email for such a significant delay is insufficient.
  
  Fourthly, Lands' End has disregarded my specific needs as a customer. The option to cancel or change color ignores the fact that I needed these sheets for the current season. By the time they arrive, it will be too late for their intended use.
  
  Fifthly, the company shows a lack of accountability. Their response demonstrates no acknowledgment of the inconvenience caused by the significant delay, which has rendered the product unusable for its intended season.
  
  Lastly, Lands' End has completely ignored my request for a partial refund or store credit without explanation. This dismissive attitude towards a reasonable request for compensation is disappointing from a company that claims to value customer satisfaction.
  
  I find it particularly concerning that Lands' End's response aligns with a pattern of customer service issues reported by other consumers. Their unwillingness to provide meaningful solutions or compensation for their failures is unacceptable.
  
  I respectfully request that the BBB ask Lands' End to reconsider their position and offer a more appropriate resolution. This should include:
  
  1. A firm shipping date with expedited delivery at no additional cost
  2. A partial refund to compensate for the inconvenience and delay
  3. A store credit for future purchases
  
  I hope that with the BBB's intervention, Lands' End will recognize the seriousness of this issue and take appropriate action to resolve it satisfactorily. And due to Lands' End refusal to resolve this issue via the BBB portal, I intend to bring this corporate misconduct to the attention of my state's ************************
  

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned merchandise bought in December for Christmas present. Sent all of it back and full amount was not refunded. Shipping charge was not refunded plus they charged me $6.95 to refund money back to my original credit card. I was not aware of this return policy.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to the Complaint.

  Mr. ***** placed an order (#*******) with us on 11/29 for 4 items for a total of $85.48. As part of his order, he paid $9 in shipping charges for an order total of $85.48, 

  On 12/31 he was refunded $69.53 for the 4 items he returned. This refund excluded the original $9 shipping fee and was also reduced by $6.95 for the return shipping fee.
  
  Lands' End's published Return Policy expressly states that original shipping charges are not refunded.   Mr. ***** used Happy Returns to generate his return label.  It is clearly stated that a fee of $6.95 will be deducted from the original payment method unless a merchandise credit is selected.  Mr. ***** chose to have the refund go to his original form of payment (not a merchandise credit) so the fee was applied.   

  Mr. ******* refund was processed according to the terms of our posted Return Policy.