Danestress Posted January 28, 2009 Share Posted January 28, 2009 DH ordered a "throw" sized electric blanket for me for Valentines. I know this, because my children were very upset today when they realized that we let the dog out, not knowing there had been a packaged delivered to the house the night before. Homer, said dog, discovered that package, opened it, and tore the heck out of it. He tore off the electrical wiring. Bad dog. So I called Landsend to order a replacement. My plan was to just not tell DH. He has the hardest time with presents, and I figured if I just ordered a second one and didn't tell him the first was delivered, he would not know that he lovely surprise was ruined. I did struggle with that ethical dilemma, but I had decided to spare him the truth. I wouldn't mind hearing that was wrong, though. But when I called, the woman said they would give us a free replacement. I explained that there was nothing wrong with the blanket before my dog got it. She assured me they didn't care, that they would send a replacement. I actually had her call a superior to make sure that really was okay, and she did and said that there are no exceptions to the policy. So I am supposed to receive the new blankie and send the old one back in the new box (because the old one is in pieces). But I must admit I still feel really guilty about doing that .... Quote Link to comment Share on other sites More sharing options...
MeanestMomInMidwest Posted January 28, 2009 Share Posted January 28, 2009 This is why I shop Lands End all the time. They are wonderful. Look at it this way, what they've lost on the cost of a replacement blanket, they've made up in getting a return customer (I assume you'll buy from them again) and LOTS of positive word-of-mouth advertising, which is worth a lot of money for them. Quote Link to comment Share on other sites More sharing options...
Pink Fairy Posted January 28, 2009 Share Posted January 28, 2009 Don't feel guilty. LE's costs for these types of customer-friendly policies are built into the price. Enjoy your Valentine's present! :001_smile: Quote Link to comment Share on other sites More sharing options...
JFSinIL Posted January 28, 2009 Share Posted January 28, 2009 (edited) You were up-front about what happened, so if Lands End still wants to give you a replacement, do not feel bad about it. I mean, if the blanket was IN your house and eaten by a dog they might not replace it - but the package had not been brought inside or unwrapped - you did not even know it was delivered - so I think the company is doing the right thing. I had Amazon send me a second I-Pod FREE overnight UPS last week when the first box came and was delivered EMPTY (the tape on the bottom obviously had been slit and retaped.) Some companies really know how to treat their customers!!!! Edited January 29, 2009 by JFSinIL Quote Link to comment Share on other sites More sharing options...
Adrianne Posted January 29, 2009 Share Posted January 29, 2009 Look at it this way, what they've lost on the cost of a replacement blanket, they've made up in getting a return customer (I assume you'll buy from them again) and LOTS of positive word-of-mouth advertising, which is worth a lot of money for them. :iagree: Just reading your post has made me want to check them out. That is a consumer relations friendly policy in a world where making money is #1! Quote Link to comment Share on other sites More sharing options...
joannqn Posted January 29, 2009 Share Posted January 29, 2009 I think it is awesome that they offered to do that. Part of the reason they probably do it is that it benefits them. Just think about it. You'll probably shop with them again because of the awesome customer service and you just told everyone who reads the board about it which means some of them will probably consider shopping with them in the future as well. Kind of a side... I have a problem with packages being delivered to the doorstop without your knowledge. In your case, you let the dog out not knowing there was a package out there for him to destroy. In our case, the packages often get stolen from our porch before we know they are there. It's a well-known problem in our neighborhood. Quote Link to comment Share on other sites More sharing options...
Carol in Cal. Posted January 29, 2009 Share Posted January 29, 2009 My much younger brother got married in November. DD didn't have a dress to wear at all. At all. I looked everywhere for a bargain. I didn't have anything to wear, either, and I also looked everywhere for a bargain. No dice. So, finally, in desparation, I headed to (drum roll) the mall. (I don't shop there often at all.) And in the mall I headed to Nordstrom. They are pricey but have excellent customer service. I lucked out and found a lovely dress for DD that fit her perfectly, and was on sale for half price. It had a dark brown velvet bodice, and a light blue, full skirt, tea length, with brown netting over the skirt. It was very flattering. She wore it to the wedding, and someone just tripped against her and the netting tore. I could not repair it at all. So I took it back to Nordstroms, where they have a tailoring department. I told them that DD is 12, that I thought that this was unreasonable wear for someone who is not that rough, and that I was willing to pay to get it fixed, but that we could never use it again the way it was. Their tailor couldn't get the material to fix it, so they offered to take it back and give me a refund. Now, I had explained that she had worn it, and I repeated that. I said that I really didn't feel right about returning it, but that I did want it to be usable. They said that returning it was perfectly reasonable under the circumstances, and that I should not give it a second thought. This goes a long way toward making me want to shop there again. It takes a whole dimension of risk out of a purchase. Since I rarely shop retail for clothing, it's important to me that those purchases ALL work out. So I will go back to that store, by preference, because of how they treated me. Quote Link to comment Share on other sites More sharing options...
Aggie Posted January 29, 2009 Share Posted January 29, 2009 My much younger brother got married in November. DD didn't have a dress to wear at all. At all. I looked everywhere for a bargain. I didn't have anything to wear, either, and I also looked everywhere for a bargain. No dice. So, finally, in desparation, I headed to (drum roll) the mall. (I don't shop there often at all.) And in the mall I headed to Nordstrom. They are pricey but have excellent customer service. I lucked out and found a lovely dress for DD that fit her perfectly, and was on sale for half price. It had a dark brown velvet bodice, and a light blue, full skirt, tea length, with brown netting over the skirt. It was very flattering. She wore it to the wedding, and someone just tripped against her and the netting tore. I could not repair it at all. So I took it back to Nordstroms, where they have a tailoring department. I told them that DD is 12, that I thought that this was unreasonable wear for someone who is not that rough, and that I was willing to pay to get it fixed, but that we could never use it again the way it was. Their tailor couldn't get the material to fix it, so they offered to take it back and give me a refund. Now, I had explained that she had worn it, and I repeated that. I said that I really didn't feel right about returning it, but that I did want it to be usable. They said that returning it was perfectly reasonable under the circumstances, and that I should not give it a second thought. This goes a long way toward making me want to shop there again. It takes a whole dimension of risk out of a purchase. Since I rarely shop retail for clothing, it's important to me that those purchases ALL work out. So I will go back to that store, by preference, because of how they treated me. Dh teaches customer service and tells of a Nordstrom's customer service policy... An elderly woman, whose dh had died recently, returned tires to Nordstrom's. She told them that they got ALL their things there, so she was sure her dh bought the tires there, too. They took them back and gave her a refund. That's customer service! Dana...I agree with the posters who say take the blanket with no guilt. They'll make up the cost, believe me. Actually, they've probably made more than the cost of the blanket off my shopping sprees there.:001_smile: Quote Link to comment Share on other sites More sharing options...
Mommyof4ks Posted January 29, 2009 Share Posted January 29, 2009 I agree, don't feel guilty. You were honest and they offered anyway. We had a situation where Gap messed up our address when we applied for a credit card, and after I did not get a bill for 4 weeks I called. It turns out that the whole application was input wrong and charged to someone else. Long story short the whole amount (well over 300 dollars) was excused. The lady at the cc company said that I should not have had to call twice over a week to get a problem straightened out that was there fault. Yep, we shop at Gap often now, and we will be adding Landsend to that list. Customer service is very important in 'advertising'. Quote Link to comment Share on other sites More sharing options...
Evergreen State Sue Posted January 29, 2009 Share Posted January 29, 2009 Land's End and Nordstrom - let's hear it for customer service! With all the depressing talk about the economy and layoffs, I'm glad to hear happy stories where the customer and store wins! Quote Link to comment Share on other sites More sharing options...
abbeyej Posted January 29, 2009 Share Posted January 29, 2009 Absolutely. It's their policy -- and it's one of the reasons many people choose to shop there! And just think what good word-of-mouth you've given them today. :) Quote Link to comment Share on other sites More sharing options...
klmama Posted January 29, 2009 Share Posted January 29, 2009 Don't feel guilty! They have great customer service for a reason - it makes you shop there again, and it makes you tell your friends. They love the free advertising you do for them when they help you out of a jam! It's much more cost effective than paid advertisements! I've been very pleased by Lands' End's service through the years. I don't actually shop there very often, but relatives send gifts for the dc, and we've had to return several. They've always been very helpful. Amazon, too. Wow! I'm impressed by how easy it is to return a flawed item! We've returned two in the past couple of months, and they've been great about sending replacements immediately. Quote Link to comment Share on other sites More sharing options...
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