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Extended Company Profile:
landsend.com
Lands'
End was an "early adopter" of the Internet, launching its Web site (http://www.landsend.com)
in 1995. Initially, the site featured 100 products as well as stories, essays
and travelogues. Today, the U.S. site offers every Lands' End product from all
of our different catalogs, including an extensive Overstocks section, where
excess merchandise can be purchased at steep discounts.
Lands'
End has been a leader in developing new tools and capabilities to enhance the
online shopping experience and to foster one-on-one relationships with its
customers. Some of these innovations include:
My Virtual Model™ — Lands' End was the first apparel company to offer this
innovative shopping tool. You can create a 3-D model of yourself by providing
critical measurements, which are then applied to your personal Virtual Model.
Once
a virtual model is created, you can use it to "try on" items and outfits, to see
how they will look on your body. Outfits can be stored and recalled for later
reference. Once created, your model can also be used at other apparel Web sites
in the My Virtual Model network, and can be e-mailed to family and friends.
Lands'
End Live™ — A nifty feature that allows you to talk or "chat" online directly
with our famously helpful customer service representatives while shopping at
landsend.com.
Lands'
End Custom™ — Custom-crafted clothing made just for you! Get all the comfort and
quality you expect from Lands' End, in styles made to fit only you. Simply
answer a few questions about fit preferences and body type, and the garment will
be individually tailored and delivered to your door in approximately 2-4 weeks.
Swim
Headquarters, featuring Swim Finder — Looking for the perfect swimsuit? We have
hundreds of options to suit every shape and style preference. No time to browse?
Swim Finder instantly sorts through all of our styles to pinpoint the ones best
suited for you. Search by suit style, height of leg opening, bra type, body
shape, or even "anxiety zones" — body areas you'd like to accentuate or
camouflage. Many of our suits also work with My Virtual Model™, so you can see
how they'll look on you.
Outerwear
Headquarters™ and Outerwear Find & Compare — This seasonal, easy-to-use guide to
all Lands' End outerwear helps you locate the perfect jacket, coat or parka for
any weather conditions. You can also select as few or as many items as you wish
for an apples-to-apples comparison of prices and features.
About
Lands' End quality
Lands' End has built its reputation on the dependable high quality of its
merchandise. Customers have come to expect a level of quality, durability and
value that's truly superior in the marketplace.
Lands'
End products are produced to our own, internally developed high standards — more
stringent than the more general standards used by most of the apparel and home
industries. Fabric and material quality, construction details, style, and sizing
are constantly being reviewed and improved.
The
company employs more than 150 quality assurance personnel, each one a specialist
in a specific product catagory or categories. They rigourously and continually
inspect our products – onsite, at the manufacturers' facilities, and again when
products arrive in our warehouse – to ensure that all standards are being met,
all the time.
Lands'
End tests its clothing for a comfortable and consistent fit by trying garments
on real people, not just models. For example, more than 100 local children
fit-test and wear-test all types of kids' products, offering their advice on
fit, style and comfort.
In
addition to outside, independent testing, we also test fabrics in our own lab,
using the most sophisticated processes in the industry.
About Lands' End Service
Lands'
End operates on the principle that what is best for the customer is also best
for the company. As a result, customers have learned to expect a high level of
service at all times — from initiating the order, to receiving help and advice,
to speedy shipping, and further follow-up when necessary. Here are some of the
ways that Lands' End and its employees "go the extra mile":
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.
Lands'
End gets 40,000-50,000 calls on a typical day. During the Christmas season, it
takes more than 1,100 phone lines to handle over 100,000 calls a day. In an
average year, we answer the phone more than 15 million times!
We
also receive in excess of 200,000 e-mails every year. Each e-mail receives a
personal response, most within 3 hours.
wGift
Cards and E-Gift Cards are available anytime at landsend.com, with a beautiful
design to suit any occasion.
Our
phone representatives receive 70-80 hours of product, customer service and
computer training when hired, and 24 hours each year thereafter.
webTo
help you with sizing questions, gift suggestions and wardrobe coordination, our
Specialty Shoppers are available 16-1/2 hours a day (7:30 a.m.— midnight,
Central Time).
We
hem and cuff men's and women's trousers free of charge, and it adds only a day
or two to your delivery.
We
supply swatches of fabrics free of charge. Just ask!
If
a customer needs additional buttons, or luggage parts or repairs, they're all
available free of charge.
We
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.
Standard delivery (no surcharge) is 2 business days to every state but Hawaii
and Alaska. |
