LOFTReviews of loft.com

I have been a loyal LOFT customer for over 10 years, and LOFT makes up the majority of my wardrobe. Unfortunately, this recent experience has left me questioning that loyalty. I placed an order two weeks ago for three items and have only received one. After waiting an extended period, I called customer service three separate times in one week to cancel the two missing items, as I was told they were out of stock. Each time, I was assured that the system would “take care of it on the back end” and that no further action was needed on my part. During one of these calls, I was also told I would receive a refund within 3–5 business days. Despite these assurances, two days later one of the items I explicitly requested to cancel was shipped anyway. I called customer service again—my fourth call in less than a week—only to be met with a dismissive attitude and no solution. I was told that all I could do was wait for the item to arrive or wait for a refund, and when I requested to speak with a supervisor, I was told none were available. At no point did I feel heard, supported, or valued as a long-term customer. This experience reflects a complete breakdown in communication, order management, and customer care. I expected far better from a brand I have supported for a decade.

I ordered five tops online, two are being shipped and three I picked up at the store today. The three I picked up at the store were rolled in a ball and stuffed into a little bag. They are all a wrinkled mess. For the price we pay for tops at this store, I would expect the clothes would be neatly folded, wrapped in tissue and put in a big enough bag to hold them.

Very bad experience with LOFT on line shopping. I ordered twice but never get the order confirmation and the shipping information . Contact them and get no response. This is ridiculous!

If I could rate customer service NO stars, it would be more appropriate. Called 4 times; waited on hold, and then when finally got through, no one was able to check the status of the order that was placed 3 weeks ago. When it was escalated to a supervisor, he conveniently disconnected the call and no call back. WORST customer service!

Do NOT buy a gift card here. If the recipient returns the item, they will not get the money back. After purchasing an item online for store pickup, I went to the store, tried on the shirt, didn’t like it so they marked the sale as not picked up. The gift card I used to pay for it was credited with the $40, it’s there according to call center reps but it shows as $0 balance when I check the balance online or try to use it. Call center can’t help. I’ve sent 2 emails to corporate and have heard nothing back for 2 weeks. Loft does NOT care about customer satisfaction no matter how many emails they send asking for ratings and feedback. I’ve done all that hoping for a response as well. Still nothing. At this point, they’ve essentially stolen my money. I bet they make a huge profit doing this.

Please, do not purchase an E gift card from this location. I received a gift and when I went to use it, it shows that LOFT took the money and they refused to give it back to me. They do not have an order of who used it or where the items were shipped or even used in store. It was never used, and it should’ve never expired, but they won’t return the money.

I ordered an item online for my wife without accepting any promotional offers or any other communications/subscriptions. Despite that, I am bombarded with multiple offers, discounts, and the only way to unsubscribe (although, as I mentioned, I never subscribed), you have to provide all your personal information for "verification purposes", exactly like creating an account. Any other websites require only the email address, not all the personal information, for reselling customers' information. Definitely, I will advise my wife to visit the store in person (walking is good for health as well) if she wants anything else from those crooks.

Terrible recent experience! I purchased 3 clothing items in November, total cost $504. The money was taken from my bank account, but no clothes were posted, then the order was cancelled. The money was not refunded to me. I have repeatedly e-mailed and phoned with no response. I think the company has closed down but is still accepting money. This behaviour is not legal.