Lands' End — Local services in Middleton

I used to work at LE last year at the corporate office and I know they pride themselves on great Customer Service. What I received at this store on Junction Rd. was clear annoyance and anger at my audacity to return something that was 6 months old, despite the fact that it was never worn outside and I had all the necessary materials for LE to accept the return AND their return policy is basically unlimited.

I ordered a pair sandals right before my position at the Dodgeville office came to an end in late February. The sandals looked cute and came in my size (11) which is rare. I tried them on multiple times throughout the winter but they didn't fit quite right. I also tried to wear them around the house in the summer hoping to loosen up the straps (they were leather) and they never eased up. Eventually, after never wearing them outside, I decided to return the shoes at the store instead of donate or throw them away. I still had my receipt and everything.

When I went to return them, the lady who helped me at first was very nice. I told her I was a former employee in case that changed anything about my return, and she called another woman over to the counter. The new woman was annoyed that I waited 6 months to return these sandals, even though they had never been worn outside and I was still within the return date (aka forever). She didn't express this anger to my face at first. As I was filling out the employee purchase return form, my boyfriend saw her make the most disgusted face at the top of my head. I didn't notice (obviously as I was filling out a form) but I felt her hostility towards me throughout the rest of the transaction. She answered my normal questions (how will I receive this return? by mail, email, check?) with a look of "why would you ask me such a stupid question?" Sorry, I didn't work in the returns department at the corporate office.

This was a pretty negative experience that I encountered and I was very upset that she had felt the need to be annoyed with me for returning a pair of shoes on a very slow Sunday afternoon. There was nothing going on in this store that I was interrupting and I didn't understand why she was so mad. Maybe LE should train their employees to give better customer service--especially to fellow or former employees of...

This was one of the worst shopping experiences in recent memory, honestly. I was buying some boots for my birthday because they had a 50% off promo code and I love Land's End winter gear. So I find the color I want but can't find the size. This young guy is milling around, pushing an empty hand cart so I ask if he could find my size in the boot. He goes in back, says he can't find it. I said ok, well this grey boot is the right size but there's only one in the box. He says oh yeah, it's probably in the display and points towards the front then walks away toward the cash register, doesn't offer to find it for me at all. I search the area he pointed to and find the display boot, but right next to it is boot in the color and size I had asked for. I go up to the register, because that's the only place we see any employees at this point, and the lady who is ringing people up asks the young man to help the next person in line, since he's just standing there doing nothing. I tell him I found a display boot, could he find the matching pair? He says he already looked in back and there aren't any. The lady next to him tells him to look again (I mean, seriously, the pair to the display boot has to be somewhere). He STROLLS to the back, no sense of urgency, and strolls right back up to the register, clearly didn't even look because it was all of 2 seconds he was in there, saying they don't have it. I ask to speak to his manager and he says well there's a line now so... I tell him ok I'll wait until she's done with the person she's helping and he can help the next person in line. They both proceed to work through the line (because, of course, he hasn't communicated to the manager that I want to speak with her) so I walked out. I guess I'll order my boots, jackets, etc online now because there's no way I'm dealing with that completely...

"The customer is always a criminal"

I think that must be their motto. I purchased a coat online and it was too big. I could have 100+ pounds on me and still fit in it. When I took it into the store to return Mary B was rude about me returning it. She was not pleasant at all. It was as if she was skeptical of why I was returning it.

I had an older item with a broken zipper to exchange/return/repair whatever and again Mary B treated me like a criminal. "I can't even tell this is a Land's End item. I don't see tags." She actually said that. Well, she looked harder and found the tag on the item. Then was like, "you'll probably get $5, this is old." So i quoted the guarantee they have, the whole, return forever thing. and she gives me a weird look at just says, "Depreciation. You know what that means?" As if I'm some kind of idiot or dummy.

And I couldn't believe my eyes when I opened my email to see I had a $5.28 credit to Land's End awaiting me. This was for a long down jacket. A long down jacket was valued at $5?

Yeah, so, stay away from this store. And honestly this company. We called the corporate customer service and they were just as unhelpful as the rest of the people we encountered. Now we have to try to see if they haven't thrown away the jacket.

Also note, the generic form response to my original google review. They have my phone number already, I shouldn't need...