LOFTReviews of loft.com

M Loft is severely overhyped, especially for bridal shopping. We went to select an outfit for my brother's fiancée, but the experience was deeply disappointing. The choices were extremely limited, and despite giving a clear budget upfront, the staff kept pushing items well above our price range to suit their own sales interests. ​By contrast, our experiences at Mahalekshmi Silks and Kalyan Silks were vastly superior. Even though both stores were far busier, their staff were exceptionally attentive, cheerful, and respectful of our budget and preferences. M Loft relies heavily on social media hype, but lacks the basic customer care and inventory depth of established places. Save your time and head elsewhere for wedding shopping.

I ordered online a final sale dress using rewards. What inches was an ugly sweater now dress out of stock and they want me to go to ups to return this ugly sweater I didn’t order for them to give me a refund. Their quality control has gone downhill, they must outsource last order was missing an item. I am done shopping Loft online.

I placed my order using PayPal as the payment method. During the PayPal checkout process, I was not shown the shipping charges or the final order total before authorizing the payment. Only after the order was placed and my PayPal account was charged did I realize that shipping charges had been added. Had the shipping charges been clearly disclosed before I authorized the payment, I would not have completed the purchase. Because the final amount charged was different from what I reasonably expected during checkout, I requested cancellation within minutes of placing the order. I contacted customer service immediately after placing the order and was informed that my order would be canceled. I never received a cancellation confirmation. I contacted customer support again via chat, and the representative informed me that the cancellation request had been submitted again and created a case. Despite my immediate cancellation request and my follow-up through chat, the order was still processed and partially shipped. I later contacted customer support again to check the status of Case #. During today's chat, instead of addressing my cancellation request, I was told that an email had been sent explaining why shipping charges were applied. That response did not address the issue I reported. My concern has never been why shipping was charged; my concern is that I requested cancellation immediately because those charges were not disclosed before I authorized the PayPal payment. This leads me to believe that my previous case was not properly documented or investigated, and that my actual concerns were not addressed. This experience has been extremely disappointing. I have contacted customer service multiple times, requested cancellation immediately after placing the order, followed up repeatedly, and have had to explain the same issue over and over.

I have been buying Loft's clothes for the past 5 years. Their items are okay if you only need to find something simple. I think they are a step down from Ann Taylor. What I hate is their Customer Service. There is a disconnection between the stores and what the stores call "Customer Service". I have never seen any issues that are resolved. Neither of them claims to know what is going on. Email follow up is basically to "get lost". Don't get me wrong some of the store associates are really nice. They do not know how to help though. They keep telling to call Customer Service who does not know what happened to your return particularly. I have lost money a few times now. Customers are only source of money and that is it for Loft. If they have to do more, forget it. They would follow up with one email and that's it whether issue is resolved or not! Horrible service with okay clothes. I would never buy anything from this store anymore. There are plenty of brands out there.

Customer service is not that great. I tried ordering a couple of clothing items but could not choose PayPal so I decided to get help through chat. Lashon W. was the name of the customer service agent who was zero help. Agent did not offer to order items since the site was having problems. He/she needs to be retrained. Agent told me to follow instructions. Ok but agent didn’t send any instructions and based on all my previous thousands of online purchases I have always chosen my form of payment and voilà item paid for. My simple suggestion is don’t have PayPal as a choice if you can’t choose it. But my biggest pet peeve is the customer service agent. No help whatsoever…poor training could be the culprit. SMH

Customer service is TERRIBLE. No reason a simple fix needs to have me wait 30+ minutes to a whole day to get an answer on switching a return from in-person to mail return.

I placed on order on July 8 and both items showed that they were in stock. I got 2 emails today, each cancelling the pieces that I had ordered because they were out of stock. Funny though...both items are shown to be IN STOCK right now on their website? However, both are at higher prices than on the day of the sale when I had ordered them. What a scam...won't shop here again

At this point, I wish I could rate them a 0. Ann Taylor Loft used to be a reputable company but since changing ownership it has declined. I placed an order with them on July 2, 2026. I entered my shipping address including the suite number. The order was processed and shipped without the suite number on the package so UPS marked it as undeliverable on July 9, 2026. I tried contacting Loft through the chat which is stated as having the fastest response time. I waited 20 minutes. Sent another message and then waited 1 hour….2 hours…No response!! Kept checking back and no response. Then around 4 hours it reset as if I hadn’t even started a chat. The status of my order under my account still says processing as if it was never shipped yet I received an email and tracking information showing it was shipped and undeliverable because of no suite number. Not worth the hassle. Spend your money somewhere you are appreciated and acknowledged. Hopefully, they refund me but I would have preferred receiving my order.