Lands’ End Sidesteps Winter Word Mess

By all standards, the fourth-quarter is the busiest season for most b-to-c merchants, and whether they are wishing customers Happy Holidays, Merry Christmas, or Seasons Greetings, the message is the same. “Lands’ End is all about customer service, and this time of year is all about serving our customers,” says Jackie Schutty, director of public relations for the Dodgeville, WI-based apparel and home goods merchant.

The New York-based Catholic League for Religious and Civil Rights apparently feels differently, however, and, after receiving a tip from one of its members about Lands’ End’s refusal to mention the word “Christmas” in its catalogs, issued a press release last week about the topic.

Kiera McCaffrey, director of communications for the Catholic League, says a member contacted her office after receiving an e-mail from the Lands’ End customer service department. “The response that she got back was so condescending and inane,” McCaffrey says. “The e-mail preached about how Christians need to show tolerance for others.”

In its Dec. 1 press release, "Lands' End Neuters Christmas," the Catholic Legue quoted the following response from the Lands' End customer service department "to an inquiry we made regarding the refusal of Lands’ End to mention the word 'Christmas': 'We find ourselves in a difficult position with this issue. As a result, we have adopted the "holiday" terminology as a way to comply with one of the basic freedoms granted to all Americans: freedom of religion. We recognize that Christmas is a Christian holiday, and one of the foremost teachings of the Christian faith is a love for one’s fellowman--no matter what his race, religion or creed.

'If we knew which customers feel as you do, we would be delighted to send them catalogs with "Merry Christmas" splashed throughout the pages. However, we don’t.'”

Schutty says Lands’ End does indeed use the phrase “Merry Christmas” throughout its winter catalogs. “As in past seasons, we’re committed to making our catalogs festive, inclusive, and family oriented. But what’s also important is that our customers celebrate many different customs and traditions,” she says.

McCaffrey says that after the Catholic League talked with Lands’ End, the issue was cleared up. She considers the issue resolved and says that the Catholic League will release a new press release on Dec. 8.