LOFT Avis 

Customer service isn't what it use to be at Loft! Insanely long hold times, had 3 orders cxl'd on me due to no inventory but clearly the item was available! Item doesn't look like picture ( tops are cropped) tried to contact corporate and received an email from someone at Talbot. They had no idea why I was calling them!? The horrible experiences go on and on! I feel like they're going out of business and just don't care!? Will not be shopping here anymore!

The worst online shopping experience I have ever had.
I ordered 6 pairs of pants online. Three of them were final sale, so I kept them. The other three were eligible for returns.

I successfully returned 2 of the 3 returnable pants at the store. However, the third pair of pants was never shipped to me. Instead, they sent me a T-shirt in a package that had the pants’ label on it.

When I took the package to the store to return the wrong item, the cashier told me that their online orders often have incorrect shipments like this and that this was apparently not an isolated issue. She offered to take the T-shirt and refund me approximately $25, which was the price of the T-shirt.

But I did NOT order a $25 T-shirt. I ordered a pair of pants that cost $48.58. The cashier told me there was nothing she could do and that I needed to contact customer service.

I went home with the T-shirt and called customer service. That’s when I discovered another major problem: their online system showed that they had received only ONE of my TWO returned items.

On top of that, the T-shirt they sent me by mistake is still with me because their system incorrectly marked it as a returned item. Therefore, I cannot even create a return for it.

It has now been three months, and nobody has taken responsibility or properly resolved this issue. I have spent hours dealing with the store and customer service, yet I am still missing the refund for an item I returned, while also being stuck with an item I never ordered.

This company’s online ordering and return system is absolutely unacceptable. It does not properly track shipments, returns, or refunds, and the customer is left to deal with the consequences of their mistakes.

I feel completely ripped off as a customer. Three months is more than enough time to fix a simple shipping and refund error.

If you shop online with this company, be extremely careful!!! Check every item you receive and keep all your receipts and tracking information. The system doesn’t show any returns, price adjustments etc. correctly!

Do not ever get a Loft credit card. I was totally unprepared for their predatory tactics and ended up paying 240 dollars for a couple of shorts and a shirt I gave away.

If I could give no stars, I would. Customer service is so badly done that it leaves you feeling as though you've been taken advantage of. After 4 phone calls of at least 30 minutes each, receiving a return label, then being made to PAY FOR THE RETURN LABEL, item getting lost, still receiving no refund and engaging with an unpleasant, aggressive customer service staff member, I will NEVER make the mistake of giving this company any money in the future. Truly awful.

I’m only giving this review one star because it won’t allow me to proceed without at least one. I will never buy another piece of clothing from this over prized store. Their sizing is way off and inconsistent. Two pairs of the same pant, same tag size yet two completely different fits. And their tops? Who do they have making their clothes? Do they not provide them with rulers? Every dam blouse is oversized in the arm all while having the length of a toddlers blouse. And trying to return their pathetic excuse of clothing, almost impossible.

The customer service is terrible in the Pleasant Prairie Outlet Mall. I was there today for a simple return the cashier and the manager were rude. I totally understand now why people don't show at this location. I will never return to this location.

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.

Horrible customer service!!! They offer on line and store discount as a regular customer/ signed with their accounts, but those don’t work in stores at all. Tried to order on line, didn’t work either! They are worst customer service. I keep getting them , but this time I wanted to buy something that I liked, and I had a coupon came through email, which I got as a signs member for years, I tried to use it in store and on line , didn’t work. I called customer service a week before coupon expired! They never able to chat on line, all the time they are busy🥴🥴 !!!On phone, their excuse is they don’t have an access as they said. They took whole week, I submitted all the details that they might wanted and as a dead line they said sorry it’s expired!!! This is not a jock!!!! DO NOT fool by their promotions!!!!

Customer service is AWFUL. I entered the wrong shipping address for my order and noticed immediately. I contacted a customer service agent via text before the order was processed and shared the order number and new address. I was promised that the issue would be resolved and package would arrive to new address. Well, guess what got delivered to the wrong address? Now I'm stuck waiting to pick it up from the post office. Thanks a bunch.

It pains me to leave a bad review, but after several disappointing and frustrating experiences I felt the need to warn other consumers about Loft. I used to love shopping there but over the past few years the quality and service have declined significantly. The sizing is all over the place-extremely inconsistent, making it so hard to shop online. The fabrics are extremely cheap now-lots of polyester and weird synthetics. But what really brought me here is issues with shipping. I have had an issue with almost every single order that I’ve placed over the past year-from never receiving items, paying $$for expedited shipping & having orders arrive very late, receiving the wrong size/item etc..But the worst part is that when these issues occur the customer service is terrible. Last week I placed an order paying extra $$ for 3 day shipping. Well it’s now 7 day’s later, I still haven’t received part of my order & Loft has not responded to my email that I sent 3 days ago. It is incredibly frustrating.

Very possibly the worst customer service experience I’ve ever had. I refuse to ever shop here again and will close my card

Place 2 orders. Took awhile but received items except 1. I have emailed them numerous times. They send an automated response with a "case number" stating a team member will reply in 24 hours. It's been 5 days. They give you no other means to contact them. Nothing but crickets. Other reviewers have stated the same. Will not be ordering from them again. None trust-worthy company with NO CUSTOMER SERVICE! Not how a business should operate.

Customer service gives such a hard time getting a refund! My order was “delivered” and I called the post office and they confirmed they delivered it to the incorrect address. Called to get a refund and she tried to tell me I had to wait a week, it’s been 6 days and their website says 3 days. And now they told me they are looking into it and will call me back and still haven’t given a refund. DON’T SHOP ONLINE WITH LOFT!