LOFTReviews of loft.com

Don’t even try to return or exchange! They charge for all postage in returns. I am still waiting for refunds on two pairs of jeans and it has been over a month! So frustrating. All their customer service representatives are from “somewhere else”. Makes communication even more difficult.

Balance on email gift card was used fraudulently. The gift email NEVER left my possession but Loft insists it was used on 2/3/2025. They state it was an internet order for the $80.29 balance. I DID NOT use it. Loft is refusing to tell me who used it or where the purchase was mailed. They state no action since no balance!! I am out $80.29 and very upset.

Placed an order and changed my address. After ordering I noticed it had not changed the shipping address only billing. I immediately called "customer service" and was told they couldn't change the address and there was a glitch in the system and they were unable to cancel the order. I asked repeatedly to speak with a supervisor and the agent, Jomel, refused. He kept saying she was with another woman. After being put on hold multiple times Jomel told me to wait until I got delivery notification then call back and tell The Loft I never received the order. I told him this was not an option because he and I both knew I would never get the delivery. After being put on hold again he came back and said he was sending the request to someone else and I "should" receive a cancellation notice sometime. I tried the on-line chat and an agent never came on. The Loft's customer service is AWFUL. I'm certain this will be my last encounter with The Loft - no wonder they're closing stores.

Coupons would not work correctly online. Very little communication on order. Delivery not as stated. ZERO help from customer service by chat or text and email is not an option given to get help. I've been a long-time customer but I'm finished with Loft. Will be canceling my credit card and not ordering again. This is ridiculous when so many other companies offer better. The quality of the clothing is also not at all what it used to be.

I am writing a one star review even though they deserve less. I placed an order 8 days ago. The order is still being processed and has yet to ship. I tried to cancel the order. They said I cannot because it’s being prepared for shipping. The order status has been the same for 8 days. They don’t offer any help or customer service of any kind like free overnight shipping to ensure you receive your items in a timely manner. Instead, they are allowing the order to remain in this “processing” status indefinitely. Needless to say, I will return every item ordered if and when it’s received, and I will cancel my account. This is the most disappointing experience I have ever had with a retailer.

I placed an order on 8/14 and items show as "still processing". I tried the chat support but no one picked up the chat and said that the next available person would contact me. No one did. I then sent an email, and am waiting for that. I am a loyal customer, but the service is absolutely terrible. I want my items in a timely manner. It has been 14 days stuck "in processing". If I do not receive a reply by tomorrow, I will call. Customer service is severely lacking and it is obvious that they outsourced it.

So disappointed. Talk about bad customer service. I made some purchases in the store in Germantown Tennessee and was encouraged to open the checking account to save an additional buck. When trying to get online to pay off the account, it was more than difficult, you have to have a checking account?? Who uses checks anymore? After trying several times to find a way to pay it with my card I received an additional bill that charged me a $30 late charge. Are you kidding? Then after being on the phone with two customer service reps, one identifying herself as a supervisor, I was told it would cost me an additional nine dollars to make the payment with a live representative online! After showing my unbelief and discontent, I was told I could simply go to the store and make the payment with my card! You’ve got to be kidding? They still would not take off the $30 late charge. I will never shop at loft again. Ever! Unbelievable, how bad customer service has gotten. And the stores that call themselves reputable and upscale are no longer such. Bye-bye loft.

Extremely Frustrated and Disappointed Loyal Customer I have been a loyal LOFT customer for decades, but unfortunately, my experience with your online ordering and customer service has completely changed my opinion of the brand. I placed an online order on August 6th, and ten days later it still shows as “processing.” On top of that, trying to reach anyone for help has been a nightmare — I’ve had to wait 45 minutes on hold only to be connected to outsourced customer service that provides no resolution. This is unacceptable. What has happened to LOFT’s service? Loyal customers like myself should not have to go through such frustration just to receive the items we purchase. I will no longer be placing online orders with LOFT.