I know this story firsthand, I witnessed the phone conversation. Someone called Lands End asking if it was possible to buy just a pair of pants from a suit. He explained that he gained weight and needed the next size pants but not the next size jacket. He went round and round with the agent who finally convinced him to return the pants for the next size. He tried explaining that he wasn’t unhappy with the pants, and she told him but you are unhappy, with the size, send it back for the next one. He explained that he WAS happy with the pants, he was not satisfied that he gained weight. After 15 minutes of going round and round he finally gave in and accepted the RMA number to make the exchange. Same company, I had a shirt that the collar frayed. It was at least 3 years after I bought it. They asked me to send it to them for analysis. I did and forgot about it. About 6 weeks later I got a check for the full purchase price of the shirt along with a note explaining how their lab determined that the fibers used in the shirt were not up to their standards and it should not have frayed. They may not be the most stylish or have the coolest logo, but we keep going back to them.
