Today I was doing a bit of research and discovered a few things that I did not know about Lands' End. For one, did you know that the apostrophe in Lands' End is in the wrong place. There have been some silly explanations over the years, but the truth is, it was a mistake. It was a typo in their first printed piece, and they couldn't afford to reprint and correct it. Anyway, the purpose of this fashion blog post is not to discuss grammar or spelling. I wanted to inform you of some interesting points that I have noticed when reading about their customer service policies.
Here are only a few of the policies that I thought were good for the customer and in turn good for the company: (By the way, the one that I thought was really awesome was the lost mitten policy; very creative).
Lands' End offers one of the simplest guarantees in the industry — GUARANTEED. PERIOD.® — which allows customers to return items at any time, for any reason, for a full refund of the purchase price or a replacement.
Toll-free phone lines for ordering and customer service are open 24 hours a day, 364 days a year.
To help you with sizing questions, gift suggestions and wardrobe coordination, our Specialty Shoppers are available numerous hours of the day.
They hem and cuff men's and women's trousers free of charge, and it adds only a day or two to your delivery.
They supply swatches of fabrics free of charge. Just ask!
Lose a button? They have replacement buttons available for most products, free of charge.
They offer expert monogramming and gift boxing services at a nominal cost.
The company's Lost Mitten Club will replace any child's mitten lost in the same season as purchase at half the price of a pair, with free shipping.
Most in-stock orders leave the Lands' End distribution center the next business day after they're ordered.
Anyway, the point is that if you want to be a good retailer, customer service is very important. If you are a merchant, don't lose sight of what customers want. Yes, they want excellent quality, design, brands etc., but they also need top notch customer service.
On paper, Lands' End
appears to provide customer service the way it should be... (I have not personally shopped enough to confirm if they truly have the best service or not).
Learn about other clothing retailers.
What clothing retailer offers the best customer service? You are welcome to add your thoughts in the comments section below.