LOFTReviews of loft.com

Wrong delivery address. I wasn’t given an option and then couldn’t go back and change delivery address or cancel order. Also my $10 reward was not applied Too quick to show processing and no customer service available. I will never purchase anything from Loft again.

For both the Loft and Ann Taylor they have horrible customer service. Since 2024 I’ve been trying to get them to reissue an E-Gift Certificate. The first one they sent didn’t work and they couldn’t give me the number over the phone. I frequently get the answer Customer Service doesn’t handle the E-Gift Certificates, but they can send an email to the people that do. Meanwhile, I’ve never received a follow-up. The Loft has stolen $90 from me. I have the same issue with Ann Taylor. How a company can just take your money and not respond to your requests for a reissue is intentional theft. I can’t be the only person this is happening to.

Customer Service is a joke! I've been on hold for over an hour and in the chat for over 3 hours with no response. The shipping is inconsistant, 50% of the time I order online, the item either never ships or is cancelled. The cancelled items are usually ones that are on sale and purchased at a highly discounted price. What really bothers me is that same item that they cancelled on me will be available the next day but not at the SALE PRICE. Its a total scam, GET IT TOGETHER! Its not just the customer service, the quality of the clothing has gone WAY DOWN! I used to be a repeat customer but not anymore.

I don't know what the heck is going on with these guys but it's not what it was. Placed an order and still waiting on the remaining one item. Tried calling customer service and obviously it's not in America and being outsourced in a call center or something. But this gentleman was claiming that nothing came up with my provided phone number. Oh brother. Then he was trying to tell me that the item is on backorder because it keeps showing processing plus shipment pending lol. Then I had tried their chat but was waiting ten freaking minutes so I just left the thing. I still love Loft but you're better off shopping in the store instead of dealing with this nonsense.

I made an error on my address and didn't realize it until the order went through. I immediately reached out through the chat online to see if they could change the address, no one replied. I called the # and was on hold for a long time, I then used the call back later option. they called me back about 2 hours later. I got a man whose dialect I could barely understand and he said he had to put me on hold, I waited and he said there was nothing he could do, it was too late to change the address. He told me to go pick it up from the wrong address location they were going to ship it to which is 1,300 miles away from where I live. I reached out the customer care via email and was given a case # and told they couldn't help me that I could pick it up. This is one of the worst experiences with customer service I've had to deal with. Don't shop with this company, they are inept and don't care..

Dadeland store in Miami, Florida refused to return the merchandise I ordered online even though Loft website said to return to the store.

I used to shop here all the time. And customer service used to be great. I had a bad experience last year and stopped shopping for a while. I recently gave them another try. What a mistake. Called customer service to inquire about a price adjustment. Was told to wait for the order to ship and the adjustment t could be made. Called customer service a couple days later. On hold for 58 min. Tried chat, waited an hour and never got a response. Tried text. That’s a joke. I e item hasn’t even shipped yet. It’s been 10 days. I’m now currently on hold again after waiting to chat for over a half hour yet again. This phone call is going on 10 min. I suspect it will not be answered yet again. What happened to this company? I’m done with them.

I just needed to exchange a pair of jeans for a different size. Loft advertises a “quick” exchange by calling a number. Who requires calls anymore? And of course it wasn’t quick: no one ever answered. I then tried the text option - a bot. And the Chat function said all agents were busy and then just said the night was over. TERRIBLE.