Lands' End — Local services in Rockville

Very disappointing first visit to a Land's End store today to exchange items purchased online. 1 HOUR from the time I entered to the time I exited the store - the whole time spent WAITING IN LINE.

The sign indicating Online Purchase Returns was not visible to customers, thus multiple people lined up in the Instore Purchases & Returns Only line (why would there need to be different lines?!) only to have to re-queue at the back of the correct line when the manager (?) stated forcefully from behind the desk every 10 mins "Online Returns ONLY in THAT line".

There were only 3 staff in the store, on a Saturday morning, 10 days before Xmas. All 3 people were behind the counter, which had 2 registers - so no help available in fitting rooms or on the floor.

I had intended exchanging the items, but the line was already so long by the time I entered the store that I didn't want to risk it getting longer by the time I got my items.

There were at least 20 people behind me by the time I was finally served. Each transaction took around 15 mins(!). The portable system for online purchase returns was painfully slow - why no bar code reader?! Why does every item have to be individually searched for & entered manually?? This is 2019, it should have been a simple 'Scan & Go system'.

There were people in the Instore Purchase Only Line who didn't know they were in the wrong line, who when they got to the front of line were served ahead of people who'd been waiting for 30 mins!!! When customers tried to point this out they were yelled at by the person who I assume was the manager, who clearly needs re-training in customer service. It was just a mess.

To summarise: inadequate staffing levels; appalling lack of concern for the customer experience; inadequate systems. Totally not what I expected from...

Love lands end, but what is going on with this store? They are never open, drove 45 minutes last night to get to the store before 7pm. Kept calling the store, no answer. Show up before 7pm the time posted on the web as to when they are open until, and there are 6 or more people inside, but they have the door locked and a wont answer the door!!! I knock and knock and knock, no one comes, finally someone comes over and says they are closed, closed early due to staffing. 6 people were in the store!?!?! I say, the web says you are open until 7pm. They point to a sign saying they closed at 5pm. Why not post you are closing early or leave it on your voice mail? They just walk away. Very rude. The sign says they are closed every day at 5pm, so inconvenient. Lands end does not offer returns without a fee, but the store is never open to return to? Insane. So don't go after 5pm, but can't gurantee they will even be open then. They just seem to do what they want. Horrible...

I love the sales! A friend and I went to the Land's End in Congressional Plaza in Rockville. I bought two colorful T-tops for a total of $25. My friend found a sweatshirt that she liked, but the size and color she wanted weren't in stock. A sales clerk kindly helped her place an online order. My friend was so delighted with the merchandise selection online that she ordered a second sweatshirt in a different color, plus some small items, all for a total that was less than the original price of one of the sweatshirts. NOTE: If you place an online order at a Land's End store and have the package shipped to you, there is no shipping charge. If you place the same order from home, you'll have to pay shipping. So, there's another good reason to come...