Lands’ End and the most remarkable return policy in the world

I’m doing some research on how it’s possible to be remarkable by being generous, and while looking through examples I stumbled across Lands’ End’s return policy.

Simply, 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.”

They’re not kidding. Here’s their story of how they accepted the return of a taxi:

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.®

There ya go. Lands’ End, remarkably generous and damn confident in their stuff–even taxis.



Filed under Marketing

3 responses to “Lands’ End and the most remarkable return policy in the world

  1. kevin

    Yet Sears fired me for returning lands end products, I returned pima Polo’s and was fired for it.

  2. There’s certainly a great deal to know about this subject. I love all of the points you made.

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