Gator got a nice backpack last summer with a matching lunchbox. He loved it. We got the ones with rollers. Well, about midway through the year the zipper broke on the compartment that hides the shoulder straps when not in use. This was pretty frustrating, especially since we paid a lot more for this backpack so that it would last longer and we could have bought a cheaper one at a Target for much less that would have probably falled apart like this one. So, when I initially called, they said they couldn't replace his backpack because they no longer had that fabric color. So, they suggested I return the backpack to Sears then order a different one. Well, that wouldn't be fair! I certainly couldn't return his matching lunchbox at SEars since there's nothing wrong with it. And how could I be sure I'd get the full price back since they don't carry that one anymore? Not to mention the fact that another reason I ordered one online was so that I didn't have to drag my kids out to shop for one.

I stewed about their response and decided to call back. This time, I explained my frustrations and concerns and the CS rep was AWESOME! She said she understood an apologized that it didn't hold up like it should have. She said that they didn't have a lot of backpacks left anymore but he could pick out a new backpack and lunchbox and they'd send it out right away. As it turns out, this was a lucky turn for us because the school supply list this year says specifically NO roller bags. So we were actually lucky that LE no longer makes his backpack. And Gator is REALLY excited about this new one. Yay Lands End for making this right.