LOFT Reviews

I submitted an order a week and a half ago and paid extra for rush shipping to get it by mid-December. We're way past that date now and my order still shows as "processing." It's really frustrating how they don't communicate anything. I've tried sending emails, using the chat on their website, and calling over and over. Every time I try to get any information, I just get told agents are all busy or I'm stuck listening to hold music forever. Charging premium prices for expedited shipping and then being completely unreachable about it is completely wrong. This is what happens when order fulfillment fails and there's no way to talk to an actual person. I won't be going back to shop at Loft.

Absolutely the worst retailer I've ever done business with. I bought a shirt over three weeks back and it still hasn't arrived. I've reached out to them four different times and gotten zero responses. Whether this thing shows up or not, I'm sending it straight back and I'll never shop there again. Their customer service is pathetic and completely unprofessional. How hard is it to actually respond to a customer?

Went shopping at the Chicago spot during the holidays and had an amazing experience. The store was spotless, everything was organized nicely, and there were so many items on sale. The manager was incredibly friendly and professional and really helped me track down my size. The whole team was courteous and happy to assist. Definitely planning to go back.

Had a wonderful time shopping at the Chicago location during the holidays. The store was immaculate and well laid out with tons of great deals. The manager was super nice, professional, and really went out of his way to help me find the right size. Everyone on the staff was friendly and went above and beyond when I needed assistance. I'll definitely be going back to shop there again.

Won't be buying from Loft anymore, whether online or at stores. There's no accessible customer service and stores are basically vanishing. I attempted to contact them through chat, text, and phone yesterday and today with zero responses. Wish I'd looked at these awful reviews about their non-existent customer service before spending money. I simply need to return an item that runs the wrong size, but I can't get through to anyone to find out the return fee. This is really annoying and now I have to take a long drive to get to a store. I'm completely through with Loft and I'm making sure my friends and family know what to avoid. This customer service problem has been happening for years based on what everyone's saying and it's not getting fixed. Very disappointed in how they operate.

This will be my final purchase from Loft, both online and in their physical stores. There's basically no customer service available and the stores are practically gone. I tried getting in touch yesterday and today through chat, texting, and calling with absolutely no response. I wish I'd read these terrible reviews about their customer service issues before I bought anything. All I want to do is return something with the wrong size, but I can't reach anyone to ask about return shipping costs. Now I'm stuck driving over 20 miles to the nearest store location. I'm done with Loft completely and I'm warning everyone I know to stay away. Clearly this service problem has been going on for a long time based on what I'm seeing, and nothing's being done about it. Really disappointed.

Right after I placed an online order, I realized I'd put in the wrong address since I'd just recently relocated. Within a couple minutes I called customer service to either cancel and place a new order or just have them change the address. They said cancellation wasn't possible but promised no problem updating the address. I wasn't totally convinced by that rep, so I also sent an email to their support team to document it. I called a second time and got the same promise that they'd fix the address. Well, when it shipped today, the label still showed my old address. Even though I emailed their support more than a day ago, I haven't heard anything back. With all the technology we have now, how can't they just cancel an order immediately after it's placed? I'm frustrated because my package won't come to the right place since they said they'd fix it but didn't. I won't be ordering from Loft again.

Really let down by how they handle things. Made an in-store purchase and the associate pushed me to open a store credit account for a small discount. When I tried logging in online to pay the balance, it was unnecessarily complicated because apparently you need a checking account number. Who even writes checks anymore? After struggling for a while to pay with my regular debit card, they sent me another bill with a $30 late fee attached. I called customer service twice and talked to someone who claimed to be a supervisor, and they said I'd have to pay nine extra dollars to make a payment over the phone with a representative. That's insane. When I pushed back, they said I could just go to the store and pay with a card there. Are you serious? They refused to remove that $30 charge. I'm never shopping at Loft again. It's unbelievable how far customer service has dropped at supposedly upscale retailers. I'm out.

The service here is just awful. You can't get anyone to pick up the phone or respond through chat.

I've literally been waiting all day in the chat queue, which supposedly their fastest support channel. Back on July 12th I mailed back a dress and it got delivered on the 17th. Still no refund. They claim on their site they're dealing with bigger than normal call volumes. Okay, but if that's the case then hire more people to help. Right now my wait time after being online for hours is approaching two and a half hours.