LOFTReviews of loft.com

I placed an online order with Loft over a week ago and paid extra for expedited shipping to ensure delivery by December 19th. It is now well past that date, and my order still shows as “processing.” The lack of communication and customer support is appalling. I have tried emailing, using the website's chat feature, and calling their customer service line multiple times. Every attempt to get an update has been met with "all agents are busy" or endless holding music. It's completely unacceptable to charge a premium for a service you fail to provide, and then make it impossible to contact a human for assistance. This is the definition of poor customer service and a total failure in order fulfillment. I will not be shopping here again.

Customer service is non-existent. Placed order 12/2. USPS tracking number provided but never shipped. repeated phone calls and hours of being on hold, I had to wait 21 days for them to process a replacement. Canceling my Loft CC. I will shop at Gap, Banana Republic or anywhere else. You lost a good customer Loft.

This is the worst store I ever dealt with ever! I ordered a shirt over three weeks ago and still have not gotten it and have contacted them four times and not once did they respond so if and when it ever comes, I’m just returning it and will never buy from this store again their customer service is atrocious and so unprofessional. How could they not even answer a person?

Ann Taylor LOFT STOLE FROM ME! Ann Taylor LOFT robbed me of my money. They issued a return via an egiftcard. I asked that it please be credited to my AMEX, they fought back against that and so I escalated it to Better Business Bureau. They lied to me, promising to credit my account, so I agreed to the solution. They then removed all money from the gift card WITHOUT CREDITING MY ACCOUNT! I lost $75 to this worthless company and hours of my life trying to fight to get it back. This is cheap, garbage quality clothing to begin with. DO NOT ORDER ONLINE FROM THEM NO MATTER HOW CUTE THE CLOTHES MAY LOOK. THEY WILL ROB YOU! Most people need this money to buy groceries or prescriptions. This is an unethical, garbage company that ought to be publicly shamed.

Terribly slow to process and ship orders. It’s 2025, 11 days is ridiculous. Customer service is not at all helpful, if you can even reach them. They offer chat and text but do not respond to either. No option to cancel the order I’m stuck waiting forever for. I’ll never order from them again!

Don't waste your time and energy shopping at Loft online. I have placed two (2) orders in the past few months, and they have sent me a completely wrong item in each order. And there is NO way to get in touch with customer service to resolve the problem. In theory, you can call, chat, text, and email, but LOFT CUSTOMER SERVICE DOES NOT RESPOND. This has happened both times. I literally just spent 1.5 hours waiting to get through to customer service by phone, and when someone finally picked up, he told me he had to put me on hold, then sent me to a lengthy, recorded, irrelevant message, which then hung up on me. I will next be going to refuse funds at my bank. Loft has offshored its customer service (I asked), and now they are entirely and completely useless. It's not worth the headache to shop at Loft, so take heed.

LOFT has the absolute worst customer service of any store I have ever shopped and I shop often. I would be sure if you purchase from them that the items will work for you as my returns with Loft have been a nightmare. I ordered a pair of shorts and received an e-gift card since it was past 30 days since my initial order (even though the shorts took 2 weeks to come giving me 2 only weeks to send back). The e-gift card when opened had an error and no gift card info. I reached out through multiple channels of their customer service to get an e-gift card that actually worked to use. 1. Started in their chat and got disconnected several times and had to keep starting all over. After 3 times starting over, I gave up. 2. Sent an email which said I would hear back in 2 days. Never got a response. Also tried their Facebook Messenger and never got a response. 3. Tried calling but there was a language barrier and very hard to understand the rep but also did not hear back as he promised. 4. Called back again another day and finally got the e-gift card resent after months of trying to get help. The bag I was trying to purchase went up in regular price by $30 during this time to get the gift card that actually had gift card info. The rep said if I placed the order, I could then send an email to the email he provided with a screenshot to get the price adjusted since I had been trying to resolve the gift card issue and took months to actually get help from their customer service. When I didn’t hear back for 3 weeks for the price adjustment, I again called. The rep first told me they couldn’t do anything even though I was told previously they would adjust the price. After a 45 minute call, he told me he could adjust it but would go back to a gift card. I explained that the only reason I placed this order was to use my gift card I finally received after months to trying to get help and that I did not want a gift card nor did I want to shop at LOFT again based on my experience. He was not very friendly and basically told me that was my only option (even though I was told by a previous rep they would do the price adjustment and subtract the gift card). This has given me such a horrible opinion of LOFT and the absolute worst customer service ever! I would make sure whatever items you order work for you because their returns and customer service are a complete nightmare!!!

This is the last time I will purchase anything from Loft, either online or in stores. They do not have ANY customer service that is reachable, and stores are almost non-existent. Yesterday and today I've tried reaching customer service via Chat, phone texting and phone call--all with NO RESPONSE so far. I wish I had seen all of these horrible reviews regarding lack of customer service at Loft before I purchased. I just want to return an item that had inaccurate sizing, but I can't get hold of anyone to ask if I have to pay $8.95 to ship it back. This really stinks and I guess I'll have to drive 23 miles out of my way to get to a store to return the item. I am no longer a customer of any Loft products and I'll be telling all of my friends and relatives to beware. From the reviews, this lack of customer service has been an issue for years, and you can't do anything about this. Shame on you, Loft!