Have Broken Lands’ End Backpacks or Lunch Boxes? Don’t Throw Them Away!

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Land's End backpack with broken zipper

Updated July 19, 2019

Lands’ End is AWESOME!

After a long school year, my youngest son told me that his Lands’ End backpack zipper had broken and he could not use it anymore. Thankfully, it happened during the last week of school!

Land's End Guaranteed Period warranty clause

I almost tossed it in the trash but then I remembered Land’s End’s awesome “100% Guaranteed. Period” policy – no questions asked! I actually ordered the backpack two summers ago to save for this school year since he already had one and the deal we posted was too good to pass up.

Land's End backpack with wear and tear

So I contacted Lands’ End via their online chat and told them what happened, and they sent me a prepaid mailing label in my inbox to return it to them for free – no shipping costs! I just need to drop it off at my local Post Office or I can even take it to a nearby Land’s End store and hand it to them.

Then, I can either get a refund on the credit card I used to purchase it, choose a Lands’ End gift card, or request another backpack. I am planning on requesting a Lands’ End gift card and saving it for late July/early August where they usually have their HOT sale on kids’ backpacks. That way I can put aside the gift card until this sale and know that he will have a backpack ready for the next school year!

It definitely pays to buy backpacks at Lands’ End!

a son with his mom

On a side note, time flies by WAY TOO FAST! Enjoy your kiddos while you can… this picture was taken back in 2014 with my youngest and I swear we just took that photo yesterday. Yet somehow it’s 2019.

Join The Discussion

Comments 59

  1. Nandry

    Do you have to have the receipt?

    • Mary (Stellar Sidekick)

      Yes, you must have the receipt or they can look it up under your order history from your account.

  2. Rose

    Love the Van in the back have the same One ๐Ÿ™‚ Remember Jansport does the same they didnt have the original backpack and let my daughter pick a new one.

    • Mary (Stellar Sidekick)

      ๐Ÿ˜€ Thanks for the reminder about Jansport doing this too!

  3. TravelQueen

    I just did the same thing – they were able to find my receipt (from 2015) since I’d ordered it online and I got a credit towards a brand new pack pack! AWESOME company! Hope Lands End never goes out of business – great quality and customer friendly policies. Win win!!

    • Mary (Stellar Sidekick)

      I agree – such great customer service! ๐Ÿ™‚

  4. Jamee

    I had a landsend swimsuit that I loved, but it snagged last year. I just contacted them, and they are sending me a return label! I’m so happy!

    • Mary (Stellar Sidekick)

      Wow – that’s great!

  5. betsy

    No you don’t since all the items are labeled lands end. They can look up the item and price for you.

  6. Tammy

    I bought a tote on the last sale for 50% off with free shipping. I received it this week and the strap had gotten caught in the monogramming on the inside of the bag. I called today and they are going to replace the bag plus let me buy another bag for the same sale (even though the sale has ended). I’m very happy! Excellent customer service!

    • Mary (Stellar Sidekick)

      Glad to hear that Tammy!

  7. s

    Why does this picture seem weird? more about the mom. Look at me ๐Ÿ˜›

    • Mary (Stellar Sidekick)

      Not intended to come across that way but thanks for letting me know.

      • s

        I’m sorry. I shouldn’t have said that. Honestly I regretted it after I said it. That stupid time of the month:(

        • Mary (Stellar Sidekick)

          It’s ok ๐Ÿ™‚ Maybe we can just focus on the backpacks and Lands’ End’s awesome policy! ๐Ÿ˜‰

          • Rebeca

            Mary, dont worry, it is not your fault to be SO beautiful! Some people can not take it. You took the high road. Have a great day! ๐Ÿ™‚

      • ne

        Thought it was a precious picture and I appreciated the reminder to cherish time with your kids. I was actually just having that same conversation with a coworker a few minutes ago.

        • Mary (Stellar Sidekick)

          Thanks ๐Ÿ™‚

      • s

        I pray you don’t have any kids arond you and your hate. but hey! have a great day as much as someone like you can.

        • Metronoma

          But you’re not a hateful person, no. (Sarcasm)

          • s

            nope. I’m not.
            just afraid for little people around you and your horrible comments in case they were to ever make a mistake:(

      • Sarah

        An extremely gracious response… thanks for making Hip2Save such a wonderful community!

    • Natalie

      The picture doesn’t seem weird to me at all. In contrast to your comment, I actually like to see pictures of the Hip2Save team — it adds to the personal touch that this website has over the many other coupon sites. The picture of Mary with her son was awesome and I enjoyed getting a little glimpse into her world — thanks for that, and also for providing a very subtle reminder that I really need to get into running again!! You guys all do a wonderful job and there are so many of us who think you’re all awesome — don’t listen to the negativity! Have a great day everyone!!

      • Mary (Stellar Sidekick)

        Thanks Natalie ๐Ÿ™‚

      • faith

        Me too!!!โ˜บ love the cute pic!

    • Jessica

      SO rude.

  8. Metronoma

    Chill, take a Pamprin!
    Others shouldn’t have to suffer your insults just because you have your period. Get a grip and do something about your symptoms instead of taking it out on an innocent person trying to help people save money, ffs!

    And to answer your question: I do, but only when conversations are posted PUBLICLY. So maybe think twice before posting, yeah?

    Hope you feel better soon!

    • s

      yes, it was public but if you can read, her and I got it handled and she looks like an adult woman who can take care of herself. Do you insert yourself in a conversation when people are in a public place? Why don’t you ask her if she would like your assistance? Chances are she will say no.
      And for the record I’m not hateful otherwise I wouldn’t have apoliged and regretted it. Everyone needs to think before posting.. including Jessica. SO Rude. Yeah, right back at ya
      And your not better than me because I did say I was sorry you and your helpers did not.

  9. Melanie

    Thanks for the wonderfully written reminder about their great exchange policy, Mary! We have had excellent customer service from Lands End in the past!

  10. Kathy

    While it is awesome that they replace the item. I always wonder if I should ask for refund after using whole year (almost!). Nothing is here to last. When should we decide to let go ?
    I’m trying to understand don’t get me wrong. not trying to offend anyone.

    • s

      Like walking on eggshells right? Be careful it’s a lynchmob out there.

      • Stella

        s – I agree… it can get downright nasty here in the H2S community. Some people get offended too easily. Everyone is entitled to their own opinion !!!!

    • jennifer e

      I’m on the same boat as you. I don’t want to offend anyone either but where’s the line when it comes to things like this? I feel that after a year’s use, then that’s just normal wear and tear. I understand if you pay hundreds of dollars, then it breaks in a couple of months, but a year of daily use? I’m always torn when it comes to generous return/exchange policies because sometimes I feel like I’m taking advantage. So when do you draw the line?

      • Molly

        The policy is was created by Lands End. Lands End is the one drawing the line and stand behind their products. No one is taking “advantage” of Lands End. This is why they have a following-quality products and excellent customer service.

      • Erin

        The line is where you draw it: if you are uncomfortable doing something, don’t do it.

    • Mary (Stellar Sidekick)

      I totally understand what you’re saying. Here’s my thoughts…if the backpack was dirty but still usable after a year’s use and I just want to exchanged it for a new one because my son didn’t like the pattern anymore, then that may be stretching it. Although they do state in their policy if you are unhappy for ANY reason (period.) that you can return it or take advantage of the policy. I guess a reason could be it’s a year later and styles/preferences have changed?

      For me, this backpack was broken and would be a pain to try and replace the zipper (at least for me) so I would rather contact them. I think in the end, it’s up to you and what you feel comfortable doing or not doing.

      • Rebeca

        Here are my thoughts: we are a society that has become accustom to disposable and we throw away everything. A good quality backpack that is worth every pretty penny should NOT last one year IMO. I am a field biologist and I have bought field equipment (backpacks included) that I have owed for years. If the fabric wears after these years I get it, but a broken zipper, a broken strap after one year? That is not acceptable for a backpack that you did not get at the Dollar Store. Now if retail was $5 (as the one I got for my daughter at Aldi) then you know what to expect: disposable.

  11. Laurie Higgins

    Glad you mentioned the prepaid label.. My grandson’s zipper broke last week and I called and was told the same as you but was not offered the prepaid label..calling back! She also told me that if it was under 2 years old you could return to a Sears store for the same options.

  12. ash

    I just did this with my jansport from the 90’s that I used in elementary. Now its as good as new for my son to start kindergarten.

    • Sandy

      Seriously after 18+ years!

      • ash

        Yep. It is probably about 25 years old. My older brother used it before me. No questions asked. They replaced the zipper and fixed some stitching.

    • Emily

      Where do you take the jansport to get them fixed? I got one years ago at vf factory outlet but o can’t imagine they’d be the sort to fix it would they?

  13. Abby H.

    I did not see the previous picture, regardless, I love transparency. Sometimes we try to be the “perfect” parents but in reality, when others have the same concerns, worries, etc. it reminds me I am not alone and I am not perfect. I appreciate everything the team does..I appreciate their hard work! Thank you!

  14. Judy

    They have the same policy for winter jackets if those zippers or snaps break.

  15. Jennifer Callahan

    I’m 52 miles from the nearest Sears store for returns. I was told I could not get a free pre-paid shipping label unless it was purchased within 60 days from the return date. My son’s backpack was purchased in August and has several rips/holes on the front/bottom of it. Not great for a $50 rolling backpack ๐Ÿ™

    • Jennifer Callahan

      It took 2 days, but I finally got them to waive the shipping fee on the “pre-paid” return label! Persistence is key.

  16. Becky

    So if it’s a gift and you don’t have a receipt, is the guarantee void?

  17. Amy

    Garnet Hill has the same policy. Many times I have ordered and they have replaced my item (book bag, lunchbox, & a pair of shoes). I love them & gladly promote their company based on their customer service!

  18. Cindy

    Mary – the photo is precious AND I like your posts. I always learn something new by reading them. My kids are now late teens to early 20’s. Just yesterday they were that size ๐Ÿ˜‰

    • Mary (Stellar Sidekick)

      Thanks for the kind words Cindy ๐Ÿ˜Š

  19. Jess

    Thank you for letting us know about the warranty and for sharing your cute family picture. I think it’s important to support each other instead of tearing one another down.

  20. Cheestopher

    While Lands End has a generous advertised guarantee, I really think that the enforcement depends on the customer service rep who answers your call. Many years ago, I bought a rolling backpack for my son for school.There was a mesh water bottle holder on the side which dragged along the floor whenever he pulled the backpack. After a month or so, the mesh pocket was ripped and could no longer hold a water bottle. I called to see what could be done and was basically told that the backpack was still usable and maybe he could just keep the water bottle inside the bag. If I really wanted to exchange it, I’d need to mail it into them (no shipping label offered) and they would determine if an exchange was warranted. I, for one, was not impressed.
    BTW, cute pic Mary!

  21. Cara

    I once tried to
    Return my daughter’ coat which the zipper had broken. They sent me a replacement but were none to happy about it. The following year, the cuff unraveled on the replacement coat. When I called about that one, and expressed my frustration at what I was purchasing to be hand me down quality coats which were quality wise like a regular department store coat. The customer
    Service rep said, “so basically you’ve been returning the same coat for 2 years?” With a snotty tone. Hung up, took my business to LL Bean. Never bought lands end again. Don’t advertise “for any reason” and then cop an attitude!!!!

  22. Shawn

    I bought bookbags from Lands End last year for my son and daughter so this is great news to know! Love the mother son picture as well! Thanks for sharing!

  23. Jodi

    My daughter used her lands end backpack for 3 years before the zipper busted. Within a week or so I had a check for the full amount I paid . They have amazing customer service!!

  24. Lindsey H

    My son’s zipper broke EXACTLY like that! I am working through the return and re-purchase process now. Not the simplest but still very happy it is an option. Thank you for posting and sharing this!

  25. Hind Washington

    Wouldn’t this be considered normal wear and tear…after 3 years? You go girl! LL Bean changed its policy because people were returning worn out stuff. I like Land’s End and LL Bean for the quality and their customer service. My kid has a backpack with a broken zipper and I’m nervous to send it back. It’s been less than a year.

  26. Tina

    Donโ€™t have your childโ€™s name embroidered on the backpack because that voids the guarantee. โ€œPersonalized items may not be returned to Landsโ€™ End and are expressly excluded by this Return Policy.
    Personalization includes monogram, embroidery, heat stamp, engraving and laser imprints.โ€ They would not return my sonโ€™s backpack because his name was on it.

    • Jessica (Hip Sidekick)

      Thanks for the heads up on the warranty terms, Tina. ๐Ÿ’• So sorry to hear you weren’t able to return your son’s personalized backpack. ๐Ÿ˜”

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