LOFTReviews of loft.com

Shopped at Loft store in Chicago Harlem & Irving and had great experience. Very clean, organized and alot of sale for Christmas. Manager was very friendly, professional and helpful finding my size. Staff was nice and kind when asking for help. Will be returning to shop at this location.

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!

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.

I placed an online order and immediately realized that the shipping address was incorrect. I recently moved and it was my old address. Within minutes of getting the confirmation I contacted customer service to either cancel (and reorder) or just update my shipping address. I was told the order could not be canceled and "no problem, we can update the shipping address". I didn't feel confident in this representative, so I then emailed client services to make them aware of the situation. I later placed another call to customer service and was again advised that they would update the shipping address. Today the order was shipped and the confirmation email reflected my old address. More than 24 hours after emailed client services, I still haven't received a response from them. With current technologies, how is it that an order couldn't be canceled immediately after being placed. I'm disappointed that I will not receive my shipment after being told that they would update my address. I will avoid shopping at loft.

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.