Lands End backpack broken zipper

[chlobo]

My daughter has had a Landsend backpack for 2 years. The zipper on the front pocket just broke. I chatted with Lands End and they don't fix zippers and she said that it would only be covered under the warranty if I felt as if it should have lasted more than 2 years. I don't want to spend the money to send it back if they are just going to say tough luck.

Has anyone had any experience with Lands End and backpacks? I know that REI would take it back in a heartbeat if it were theirs.

[elliput]

I'd send it back. They should replace it with an equivalent new model for you.

[crl]

I think that's a weird response. I would expect a backpack to last more than two years and I would send it back and expect a replacement. You could try talking with a different CS representative.

Catherine

[Kindra178]

I agree that it's a weird response. I fully expect they will replace it with a current model. That's their policy.

All that said, two years for a kid's backpack is pretty good. I think that's what the cs representative was trying to get at. Kids, even the most gentle kids, are rougher on things than adults. Zippers get pulled, yanked etc. Bags get overstuffed, dropped on the ground, stepped on.

[larig]

I'd send it back. They should replace it with an equivalent new model for you.

Guaranteed. Period.®

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.

http://www.landsend.com/customerservice/returns/

[swrc00]

I would call back and talk to a different representative. The backpack is now defective and not functioning. I would ask for a manager if you get a similar response. I am really surprised by the response.

[LD92599]

I exchanged a lands end backpack for the same reason. Call back.

[KrisM]

I'd call back again, too. If you bought it online, they should have no problem returning it and getting you a new one. If you bought it at Sears, you'll need a receipt, unfortunately.

[MamaMolly]

IMO they cost more but you have their guarantee behind it, so that makes the higher initial price 'worth' it. I'd send it back.

[AnnieW625]

If you have a Sears with a Lands End take it back if you really think it should have lasted more than 2 yrs.