Should I use Lands End's warranty?

[twanner]

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!

 

[horseshowmom]

They brag on their site that their guarantee is unconditional (and go on to tell about taking back a taxi 21 years after it was sold). If you feel like the bag should have held up longer (and I really kind of tend to agree with you if your child isn't hard on items), I'd tell them so.


The Lands’ End guarantee has always been an unconditional one. It reads: “If you’re not satisfied with any item, simply return it to us at any time for an exchange or refund of its purchase price.” We mean every word of it. Whatever. Whenever. Always. But to make sure this is perfectly clear, we’ve decided to simplify it further. Guaranteed. Period.®


I'd like to return this taxi, please.
As you’d expect, over the years our guarantee has been put to the test. We’ve been given countless opportunities to demonstrate our commitment to customer satisfaction and our willingness to stand behind the products we sell – though none more demonstrative than the return and refund of an original London taxi.
Featured on the cover of our 1984 holiday catalog, the taxi was purchased for $19,000 by a Kansas native as a gift for her husband (an avid car collector). In 2005, her husband contacted Lands’ End and expressed interest in returning the car for a full refund. Of course, we obliged – because whether your purchase includes a tote or a taxi, your satisfaction is Guaranteed. Period.®

 

[autumnsmommy]

I would vote yes on this one. Her books aren't heavy at this point in her school career, and since her kindergarten one is still working just fine, and was probably not billed as being as high quality as the Lands End supposedly is...go for it. I think it would be a different matter if she was in middle or high school and had more books and a heavier schedule. I know my dd only opens her bag 1x in the am and then 1x in the pm at school. Pants zippers get harder use and last longer.

 

[emdav]

I would utilize the warranty because I do think it should last longer than two years. It's not like a child that age is stuffing the backpack full of books and stressing the zipper. I still have my Eddie Bauer backpack that I used three years in college and use to this day for daytrips. It's around 15 years old.

 

[Stacerita]

I personally wouldn't. After two years I would feel I got my money's worth.

 

[Justsyd2]

I would return it, and get a replacement. I have a rolling backpack from Walmart that I have been using for 3 years of college, with very heavy books, and the zippers, and everything else, are still in great shape!

 

[CyndiLooWho]

After 3 yrs of relatively heavy use by my rising 3rd grader, the only thing wrong with his LE backpack is hole HE managed to put in it. In addition to using it for 3 yr of school, it made numerous transAtlantic plane trips, and multiple vacations via auto, train, and plane. It's been literally drug across the playground and through airports (I think this might be the cause of the hole). This is a kid who could take the knees out of a pair of pants on its first wearing, and his LE backpack is still like new except that one hole.

Your LE backpack is nowhere near normal wearing out.

 

[patsal]

I absolutely would return it, a little worn in the corners is wear and tear, but the zipper pull coming off is not. I bought my children Land's End backpacks when they began Kindergarten, DS is going to be a Senior in HS in September and DD will be starting at the HS in September. Both bags are in great shape with some noticable wear at the bottom edges--I would not return for that as we certainly got a high quality product that did what it was supposed to do, but if a zipper pull broke off I'd still send them back!

 

[hapandpam]

I agree with most of the posters. It doesn't sound like your daughter abused the backpack. You pay more for Land's End merchandise because you expect it to be much better. My friend's daughter's LE backpacks lasted them many (at least 5) years.

 

[ajk912]

It depends on how much you paid for it. That's just how my mind works. If you paid $25 or less, I think $12 a year for a backpack is a good deal, and I would just toss it. If you paid over $25 that's a lot of money for a backpack and I would want it replaced. I am thinking of ACTUAL cost, not retail cost here, btw. How much you actually paid for it.

 

[dawnbu40]

I think 2 years is a long time for any backpack. Your DD might not be carrying heavy things but she could be pulling too hard on the zipper etc. I personally would feel I was taking advantage of them by returning a 2 year old item.

 

[bgirl29]

I think 2 years is a long time for any backpack. Your DD might not be carrying heavy things but she could be pulling too hard on the zipper etc. I personally would feel I was taking advantage of them by returning a 2 year old item.

I agree with this.

 

[mjkacmom]

You should definitely get more than 2 years out of a LE backpack. Dd8 has had hers 3 years, and she wants a new one next year, because she's tired of it, but it's in great shape.

 

[twanner]

Thanks for the replies, everyone! I guess I was thinking along the lines that Landsend is known for high quality, and I didn't think a zipper should split like that when we've had other bags that have lasted much longer. I'm still not sure if I'm going to use the warranty, or just purchase a new backpack from a different company. The e-mail I received from Customer Service kind of put me off, too. Basically, they implied that although they have to honor the company warranty, I might be taking advantage of the policy. Well, if that's the case I think I'll find a company with better quality items!

 

[DebMcDonald]

I've used them multiple times for returns and I once I had an issue with something and spoke to a customer service rep who told me their policy is "if at anytime you are no longer 100% satisfied with something you bought from them you can return it for a full refund/credit or whatever it is" So, yes absolutely return it.

 

[Joan S.]

Hi, SEND it back. I have 3 children and have had a FEW LE backpacks of different sizes. NONE of them ever had zipper issues. One GOT a HOLE (no idea HOW ) and I sent it back and recieved a new one. Joan

 

[Green Tea]

I would have it replaced. I chose to use it once (a zipper also on a similarly aged bookbag) and decided the bookbag had had a good life on another one, also a zipper. The warranty is there to give parents piece of mind in buying a pricer bag over a cheap one. If you feel your daughter ought to have gotten more life out based on what she is doing with the bag, then have it replaced.

I feel sure some parents take advantage and return bags that really have been abused or used for many years. But that isn't what you are doing. Expecting a LE bag to last 2 years for a young student is not an unreasonable expectation.

 

[sharbear]

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.

 

[Kit'smommy]

Honestly, I wouldn't return it. Two years seems like a reasonable time to expect a backpack to last.

Yes, they have a great warrantee and excellent customer service, but I think I think it is abused.

 

[kinntj]

I would use the warranty and return the backpack. My DD has had her backpack for 2 years from Lands End and the zipper is fine. I would say 3 or 4 years is pushing it, but after 2 years it should still be good.