LOFT Avis 

If I could give 0 stars I would.. Day 7 of trying to initiate a return MANY emails & being on hold to be charged $9.95 to return my item..NEVER will I buy from Loft again! 😡😡😡

Placed an order with loft.com on June 4, 2026. They were having a sale so I ordered (2) dresses and (3) tops. Estimated delivery was showing on or before June 15, 2026. By June 16th I had not heard anything so I checked tracking on my order and it still showed as 'processing'. I contacted their Customer Service via chat. It took over a half hour for them to acknowledge me. I explained the situation and was basically told 'yes, it is still processing, but I will put it in escalate status tomorrow'. I then received an email on Tuesday, 6/16 that one of the dresses had been cancelled because it was no longer in stock. Today, Thursday, 6/18, (4) additional emails that each of the other items I had ordered had been cancelled because they are no longer in stock! Well, maybe if my order had been fulfilled earlier than two weeks after I ordered, my order would not have been cancelled. So disappointed! Will never order online from them again.

I had ordered a skirt and blouse set and only receive the skirt, after 3 months of waiting and contacting them finally I received a refund minus the shipping charges, that I had already paid, even though, it never shipped, to me it seems I paid shipping twice!

This was my first and last time shopping with LOFT online. My first package was lost somewhere in the UPS system, and LOFT refused to help resolve it. When I tried to cancel a second order, I was repeatedly told, "Next time, enter the correct address," despite the fact that I have proof both addresses were entered correctly.

I dealt with 4–5 different customer service representatives, none of whom were helpful. The last representative was argumentative and more interested in blaming the customer than addressing the problem.

LOFT's customer service is far below the standard most online retailers provide today. Instead of taking responsibility or offering solutions, they deflect blame and leave customers to deal with the consequences. After this experience, I will not be shopping with LOFT again.

I took my 97 year-old mother to the Loft Outlet in Castle Rock, Colorado to purchase a new "outfit" for her great granddaughters' graduation. My mom did not want to go shopping; however, the moment we walked in the door, the Loft team treated mom like a queen. Not once did they make us feel rushed. They helped in the dressing room. They gave honest reviews. They made sure there was a place to sit when she needed a rest. We walked out with three complete outfits for mom and two for me! It was the highlight of the day. I cannot say enough about the quality of the service and the clothes we purchased. My sincerest thanks to Robin, Joy and Florinda.

I have had only positive experiences with Loft, both online and in-store. They have great customer service and always have a great sale going in. I especially love Lou and Grey. The quality is amazing.

Terrible customer service in store 0676 Roanoke VA. The manager, assistant manager, and two associates where on the floor and none of which spoke or every offered me or my sister any assistance: Things have truly changed in this store: The store itself was a mess, clothes in the dressing rooms not collected: Needed to order my size and the manager was rude and unhelpful in showing the new employee how to do it: I had to help her myself as the manager acted like she did not want to be bothered:

Absolutely HORRIBLE! Called first time within stated hours and was online 45 minutes and hung up. Called a few hours later and was online waiting for 57 MINUTES! That time I left my number as requested for a callback. Never got one. Later that evening I tried one more time. I ended up in complete frustration because I literally couldn’t understand ONE WORD she spoke and finally just hung up. I went for one last try with chat. After giving all my info for my order and paying, I received an email saying the item I ordered was no longer in stock (even though the website showed it did). I called my local store who looked online and said it WAS available. I’m done! Will never order online again!

I wish I had read the reviews before doing an international order with LOFT. I've been trying to return the order, I received one email without the label that is apparently needed to initiate the return and zero response ever since. Very disapointing!

Consistent sizing and good quality have made the Loft a favorite for years. I love their variety in style and colors. They have clothes for my daughters and clothes for more mature women my age. Returns are easy whether by mail or in the store. Loft has been a reliable source of at least half my wardrobe.

ONLINE BUYERS BEWARE! I placed an online order only because the website states: "we have our Quick Exchange Service. If you find that an item you ordered isn't just right and need a replacement in a different size or color, all you need to do is chat with us or call us at 1-888-563-8444. We'll quickly place an exchange order, charging your preferred credit card but waiving your standard ground shipping fees. In addition, we'll help you make your return to our Online Store or to a store nearest you."

First: Chat directed me to call (they cannot do exchange via chat as it states on the website).
Second: Call rep. directed me to website returns where I would have to pay $9.95 shipping.
Third: 2 separate reps dropped my call when I asked to speak to a supervising agent regarding the Quick Exchange Service promise on the website.

Since there is no Loft location near me, I will either have to drive 40 miles or pay the $9.95. I was never able to appeal to anyone about the deceptive language on the website. I will be returning the item rather than exchanging and will not make the mistake of shopping the Loft brand again.

I have never ever had any problems with LOFT nor Ann Taylor. I don't understand what changed, it's like there is no longer any customer service! I was having a website and/or computer problem, an order was sent but I didn't mean to send it. I've spent the last 4 days trying to email, call, text and/or chat with customer service and "no one is available" after 5 hours so I can't cancel an order.

LOFT should close and go out of business. Their customer service is lousy, their return policies suck, their product quality is cheap. Their tee shirts pop holes on one wear. Their dresses snag even before one wear. They have one location that I have to drive 40 miles to in order to return an item but if I am 2 days past the ship date they refuse to work with me. And I am a card holding VIP! Their business is an abomination.

I received an item damage, I sent thousand the claim and never help .I tried to communicate by chat, never can communicate. I called by phone let 30 to 45 minutes on the phone. Terrible customer service.

I wish I had read these reviews before I placed an online order. I placed an order using a gift card. For 2 weeks, there was no response at all. Then one day, they randomly canceled two of my items, saying the money will be returned to my credit card. However, I had used a gift card. The balance on that was still empty when I checked. Customer service is a joke, chat option is defunct. So, I sent them a text. Got a response after 9 hours. They claimed they will not charge if the order is canceled. What about my empty gift card then? Either they replenish the canceled amount on my card or reissue a new gift card for the amount. Why would a company take weeks to figure out if something you ordered was available or not? Everything seems so scammy. This used to be a good company. Not anymore.

Store #01576 Greenville m SC. I ordered an item a week ago. The order has not even processed. No one answers the phone, helps or cares. Outfit is incomplete with out item - They get it all back. Never order from them again.

Honestly the worst!!! Ugh 😩

I purchased a pearlized bow bag charm in November of 2025 online as a Christmas gift.
Yesterday it broke.
I emailed The Loft customer service dept. They responded by saying because it’s over their 30 day return policy period, they can only offer to honor the price I paid originally if I wanted to re-order the item.
Not even an apology for the broken charm.
I would think they would stand behind their merchandise. I won’t be ordering from them anymore.

Your customer service hold times are totally ridiculously long. I wont be shopping w you guys any longer. What a colossal waste of my time. Been on hold for 26 minutes!!!! This is A HORRIBLE WAY TO TAKE CARE OF YOUR CUSTOMERS.

Great High waist crop .. 10/10