A Very Happy Customer Service Lands’ End-ing


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lands_end1_09122012Ah yes, there is nothing like a happy ending!

Especially when it comes to customer service.

Are you with me?

My friend Heather, that I have known since junior high school, shared a story on Facebook recently that definitely caught my attention. It was so good that I just had to share with our readers.

Thank you Heather Quast Brushwood for allowing me to share your amazing customer service experience with Lands’ End:

On June 1st, I went shopping with my mother at the Lands’ End (@landsend) in Richmond, VA. First let me say I hate shopping. Hate it. Especially for myself.  But it had to be done. I had to get “summer” clothes for my upcoming vacation. Upon entering the store, I was immediately greeted and waited on by a lovely woman. To say she treated me like royalty would be an understatement. She assisted me with picking out clothes that would look good on my body type (including bathing suits), arranged our room and continued to check on us.  I walked to the register with BAGS of clothes that I felt comfortable in, that looked good and that I did not feel self conscious in. WIN!

When the kind cashier rang me up, she mentioned they were offering 30% off when you spend $100. So, she offered to ring me up in several separate orders to save the MOST amount of money. There was even one item I had to order online and the previous woman helped me with that and also made sure I got the best deals.

Well… on June 17th (yes two weeks later) – I take the items out of the bag to pack them for my vacation. Let me preface this by saying I was home alone without any transportation as I had just dropped off my car for repair while I am away. I lay out the items only to realize that the cashier accidentally forgot to take the ink tag off of several items. HONEST mistake. My mother and I were probably chatting her up way to much. But what do I do? I have no vehicle to return to the store, my husband was working and we are leaving EARLY in the morning for vacation–the very thing I needed the clothes for! In desperation I call the store. Once I reached someone who could help me we realized shortly that she, while trying, was actually not going to be much help. But she did offer me voluntarily the name and phone number of her District Manager Joey Gita.

Sigh… ok. So I chance my luck and call Mr. Joey Gita and left a message. Not only did he call back within 5 minutes but here is what he offered:

He was heading from Fredericksburg to Virginia Beach. He was going to stop by the store, un-screw the tag remover from the table where it is secured, and drive it out TO MY HOME to remove the tags for me. I was flabbergasted! Really?? You would do that for me?? I told him that was not necessary but he absolutely insisted. 20 minutes later he was at my door, on his own personal time, to remove the ink tags for me. He was so personable, polite, and customer oriented he literally baffled me. I didn’t even know what to say! And he interacted with my 3 year old like they were best friends!

To say he went above and beyond is an understatement. So not only did the original saleswoman win my heart and my dedication to the brand but Mr. Gita blew me out of the water and I now will devote my entire wardrobe to Lands End. For someone who hasn’t shopped for herself in over three years this is a huge deal. I promised him I would share my story with everyone I could. Too often you see people complaining about service on social media so lets add a good story! Customer service is not dead, folks!

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on CustomerServiceLife.com.


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