Lands' End — Local services in Novi

I have been a loyal LE customer for 13 years (since my boys were toddlers). I have NEVER been treated so poorly as I was last week at the Novi location by Blake (manager) and Judy in Customer Service. I needed to return my entire online order but the credit card I used had been stolen and I therefore had to cancel it. I told Blake this and offered to show proof that it was cancelled (which shouldn’t even be necessary). He told me all he could do was give me a gift card for my total purchase price ($155) even though I had my receipt and was well within the 90 days. When I told him that was not acceptable, he told me I could leave and go call customer service to try to resolve it. Umm what? No. I told HIM to call CS while I was there b/c there was no reason for him not to return the items. Furthermore, what kind of service is that to tell the customer to leave and go call CS on their own after I had driven to the store?!? Long story short, he called CS, Judy was little more help but at a least agreed to return my items but told me I had to call CS back to make sure they issue the refund to the card I was presenting them. I called today and Laurie was dumbfounded by 1) the fact that Blake requested my ID in the store (this was noted in the account by Judy) and 2) why Judy just didn’t process the refund last week since all items were present, still in the bags they were shipped in, and Blake clearly documented that. Well, my opinion is that it all started with Blake and his “bias” towards me, a black woman returning items purchased on a credit card that was cancelled. No other customers were required to show ID while I was there for their returns. Why was I? Why was I told to leave and go call LE CS? I’m sure that’s NOT typical service. Why wasn’t my refund processed that day? After having my identity stolen, the last thing I expected to deal with was this garbage at a store that I’ve been loyal to for so many years. I...

edit: had a back ordered item for 3 months that eventually led to order getting canceled + reordered for different size instead.

never received the order receipt. had to called back to request receipt email. naturally, size didn't work. came to return + was handed a clipboard saying will take two weeks to process bc system is down, likely longer bc quantity of returns. when asked, system has already been down for 5 days.

if you like shopping in the stone ages at the edge of civilization, they SURE do live up to their name. store is organized + clean, staff are professional + friendly.

-1 star bc land's end failed to deliver one of my items from online order. the store can't do anything about it, had to call customer service on my own even after arriving at store, leading to a 15m phone call mostly on hold.

overall generally pleasant experience, 5 star would've been not needing to waste my time...

I like the products I purchased and pricing after the sale discount is fair. Staff at the Novi store were friendly and helpful while I was shopping. My issue with this particular store was that it was extremely dirty. There were large dust clumps everywhere. The dressing rooms were so bad that it was gross to take your shoes off when trying on pants. I arrived at the store as soon as they opened on a Saturday morning. It was obvious the place had not been cleaned in awhile . I identified the issue to the individual working the register and she said “ we are undergoing a large remodel and cleaning is not our priority”. She also said “there are only 3 of us here this morning so we don’t have the staff to do it”. The condition of the store and the response were very...