Lands End: Quality tailored clothes... but what's with all that orange?
Written: Dec 31, 2006 (Updated Feb 3, 2007)
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Lands' End used to be a shining example of a great company -- but recent experiences have left me questioning whether this reputation will last. I've been a loyal shopper of Lands' End for for 8-10 years, placing about 4-5 orders a year.
Here's what I love about Lands' End:
-The women's commuter line of clothing. LOVE this for work. The pants, skirts and suit jackets are washable and fairly wrinkle-resistant. Really! The styling is tailored and classy. And the fabric is soft and comfortable, not what you would expect for machine-washable items. These items usually come in at least several solid colors and one or two patterns (pinstripes, etc) -- varies by season -- and in regular and petite sizes; sometimes women's sizes too. You can even order free fabric swatches of many items (including commuters) to see the quality for yourself.
-Free hemming! On many of its men's & women's pants, Lands' End offers free hemming. Simply tell them your inseam length and whether you prefer cuffed or uncuffed, and the perfect length will arrive at your doorstep. No more expensive trips to the tailor!
-Delivery: Orders are often filled the same day and delivery is super-quick. The "standard" shipping is 2nd day UPS; if I place an order on a Sunday, I often have the item in my hands by Wednesday. (It takes an extra day or two if you have an item monogrammed or hemmed.)
-Free returns and free shipping (sometimes--keep reading): Because Lands' End is owned by Sears, you can return Lands' End items to any regular Sears store, even if you ordered online or via catalog, and there is no charge for return shipping. Also, as of the fall of 2006, if you order full-price catalog items while at a Sears store, there is no shipping charge (you must order from the Lands End kiosk in the Sears store; I believe only Sears stores with special "Lands End" departments have a kiosk though -- my local Sears does and it's great when I want to save a few dollars on shipping... when the kiosk is working, that is!).
-Availability of Lands End items in Sears stores. I've purchased quite a few Lands End items at Sears and it's great to be able to see and try on the clothing, verify sizing, and compare colors. Even though Sears does not carry the full line, I've tried on items several times to verify sizing, and then gone online and ordered it in my desired color. I find their sizes to be fairly consistent, but I'm on the border between women's size S & M and shoe size 10 & 11 (unfortunately, they don't carry 10 1/2), so confirming the size beforehand is very helpful for me.
-Ease of ordering. I usually order online and it's a cinch. Even gift cards and gift certificates can be redeemed online. I've also used the "live online chat" feature to have my questions quickly answered about a product.
Here's what I don't like:
-Declining service. I've never had a problem with an order until a few months ago when the value on my gift card "disappeared," but I was not impressed with how it was handled. It was clear from my first phone call that the problem was caused by Lands End and a simple computer glitch. However, it took multiple phone calls to resolve the issue, and in the process, a supervisor said some unflattering comments about the person who gave me the gift card (whom she had never spoken with) and insisted he caused the problem. In the end, it was resolved and Lands End acknowledged it was completely their fault, but the experience left me with a sour taste. Other little things -- like the fact that fabric swatches are increasingly not available and that many pants (including my beloved commuters) are often offered with pre-set inseam lengths (no more free hemming) suggest to me that Lands' End is slipping from the outstanding company it used to be.
-Rising prices. Overall, Lands' End still offers good value, but their prices have been steadily inching up in the past year. For example, a duffel bag I was considering shot up from $29 to $39 overnight -- a pretty significant increase. Shoes that cost $39 this year cost only $29 or $34 for similar versions last year. These are pretty significant price hikes.
-Inventory variations. This applies to many online stores, not just Lands' End, but it's still a pet peeve. One day, your size will be sold out, but 3 weeks later, it will be available again -- only by this time, the coordinating piece is now sold out. Then, 3 months later, the coordinating piece will show up in an overstock (sale) catalog -- but (you guessed it!) the original piece is nowhere to be found.
-Colors. I guess this is a personal issue, but I'm often scratching my head at some of the women's color choices. For starters, they're often the same each year -- navy, fuschia, kelly green, light pink, bright orange, bright yellow, pale blue. I have seen a little more variety recently, but they still seem to offer a lot of "flame orange" and "bright gold" winter jackets/boots or light blue or green pants. Apparently, orange must be a big seller because they offer it every year, in lots of items -- but the only time I see women wearing bright orange around here is, well, never! (muted, pumpkiny orange, maybe, but not bright "flame" orange!) I wish they would offer some hipper patterns, too (not argyle, plaid or little diamonds).
All in all, Lands' End is still a merchant I frequent and I like many of their products, but I think it's struggling to keep its good reputation -- and not always succeeding.
Recommended:
Yes
What product did you purchase or try to purchase? Ladies commuter separates
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About the Author
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