Should I use Lands End's warranty?

[rileyroosmom]

I say send it back. I bought one for my son 7 years ago. He doesn't use it for school anymore, it's being kicked around in the garage and the kids stuff it with stuff when outside. It's held up great and still looks great.

 

[Leajess99]

I'll try to keep this concise. I bought my DD a Lands End backpack two years ago for first grade. She's used it for two years (just finishing up 2nd grade). Yesterday she showed me where the main zipper is broken. I contacted LE and they told me that they would replace it if I felt that the product didn't meet my standards, but that THEY recognize that things eventually wear out with normal use. So, my question: is two school years (not used over the summers) about the average shelf-life for a Lands End backpack? Should the zipper have held up longer? My DD isn't particularly hard on her stuff. In fact her backpack from Kindergarten which we purchased at Target is still kicking with no broken zippers. Should I make use of the 100% satisfaction warranty or am I pushing it? I don't want to be cheap, and I can certainly afford to buy a new backpack, but I'm thinking if the zipper blows out that quickly I may purchase from a different company next year. I had one (non-LE) backpack for 4 years of high school with no problems! Sorry, for the novel and thanks in advance for your opinions!

I'd make use of the warranty. I buy LL Bean Backpacks due to the lifetime warranty and would not be happy if I recieved the response you got from land's End. You pay more for that backpack and it should stand up better.

 

[mantaz]

I have a Jansport that I used in Highschool. Now those books are heavy! But it went 4 years through there, 3 years of college and many trips to WDW driving and by plane. It still looked great! The zipper never gave up on it. I finally sold it this past year and I have been out of highschool since 1995!

I think a LE backpack should last longer than 2 years. Otherwise what good is the warranty. I would send it back. I would have sent my Jansport back if it broke after 2 years. They weren't cheap back then either and had the same warranty.

 

[jackskellingtonsgirl]

My DS is in 7th grade and has been using the same Columbia backpack for about 4 years! And his books are HEAVY!!! I know last year (6th grade) his bag weighed close to 30 lbs. This year the school took some steps to reduce the weight, but DS still stuffs his backpack full of stuff so the zippers probably are stressed. He is required to carry a 3" binder, plus he has a music binder and who knows what else in there. He doesn't like to use his locker - he prefers to lug everything around.

Seeing how well this backpack has held up, I do not think it is unreasonable to expect a Lands End backpack to last more than 2 years for a younger child!

 

[perriwinkleblue]

I would send it back. If the company offers an unconditional guaranty how could you be abusing the policy? They offer the policy. You purchased the product with the policy in place. You feel that the product did not hold up as you expected.

This type of warranty and the expected quality of the product are what set them apart from a company with a cheaper product. I'm sure LE would rather have you bother to return the backpack and buy from them again - rather than buy another backpack at Target instead.

 

[CherylA]

I'd make use of the warranty. I buy LL Bean Backpacks due to the lifetime warranty and would not be happy if I recieved the response you got from land's End. You pay more for that backpack and it should stand up better.

Yup, LL Bean would never give you that response. I'd sent the LE one back for a new one and next time I'd buy LL Bean.

BTW I still use the LL Bean backpack that I carried for the last 3 years of high school and in college too.

 

[fakereadhed]

If you buy the cheapo backpack at Target, the zipper will maybe last thru the year. But when you buy LE you pay more for better quality. Return it!

 

[npmommie]

I agree with returning it. The zipper should have held up longer on this.

 

[pilesoflaundry]

If you choose to buy from someone else in the future go with jansport. They last and last and last. Eastpack if they are still around is another good one.

Even the target janspack jansport lower brand hold up great. (I bought dd one on clearance for $8 and figured see what happens, they are janspsort but cheaper like the stride rite kids for target). Ds's jansport I bought on clearance at sam's club for $13 and I'm kicking myself for only buying one that day. It has been dragged, washed, pulled, wayyy overstuffed and it's filthy and needs another wash and it's still kicking. The straps are comfy too. He's been using it for years.

I think some people do take advantage of the lands' end warrenty and of course with the economy some people might be doing it even more but I don't think this is taking advanatage and the customer service rep should not have said that to you. Their backpack zippers should last longer than 2 years.

My dh has slippers from them, they are 3 years old and wearing out. I will not return them, it's time for new ones kwim?

 

[twanner]

Wow, I am SHOCKED that you got that response from Lands End. I used to work at a Lands' End shop and we never would give you that response. I'm wondering if Lands End changed their policy, I think that Sears and therefore Lands End is suffering.

I would say more about this, but I'm trying to keep my mouth shut, but I can't tell you how shocked I am that the customer service rep told you this. I would call Lands End again and talk to another sales rep and see if you get the same response. Talk to someone in person.

I would return the backpack, it should last longer than 2 years. As someone who has worked a lot in retail, you have a legitimate concern and I would return it. You would not believe what people return.

I looked up the return policy on Lands End's website and it does not seem to have changed. http://www.landsend.com/cd/fp/help/0,,1_36877_36883_37024___,00.html Guaranteed. Period

Really call another customer sales rep. I think that they will be as suprised as I am at the response that you received.

To be fair, the lady from customer service didn't come right out and accuse me of taking advantage of the policy, but she worded it something like, "here at Landsend we recognize that products do eventually wear out with normal use" and then went on to say that if I wasn't happy I could get my money back if I wanted. I kind of thought she was insinuating that the backpack had simply worn out with normal use, and therefore maybe I shouldn't be inquiring about the warranty.
Anyway, I think I'm convinced to go ahead and send it back for a new one. Thanks!

 

[duma]

Don't worry, the LL Bean store is finally going to built by Christmas....I'm sticking with them.

 

[shamrock30]

I saw a complaint on another board about a recent poor experience with Lands' End customer service, this time, on the phone. I was shocked as I've shopped there for many years and they've always been great, but I'm starting to wonder now. I will say that I'm disappointed by the quality of some of the things I've bought their recently, t-shirts that shrank several inches in length after being dried on low, uneven dye on another shirt, etc.

Anyway, I don't think the zipper should have gone so quickly.

 

[CyndiLooWho]

As I stated on page 1, it's not holding up. Send it back.

To the posters who say 2 yrs is plenty for a backpack, you've never owned a LE or LLB backpack. They should last a minimum of 5 yrs. When I spend $30 on a LE backpack, it's b/c I expect it to last and last and last (my Aspy HATES changing school supplies, so I buy things that won't die). No way a kindy kid can do normal wear and tear in just 2 yrs.