LOFT Avis 

This is unbelievable, I once had a loft card,(paid off) I use to love Loft, I tell you what after reading these reviews, total shame, nothing is definitely the same about Loft. I have been trying to place an order for the last week or longer, and it continues to come back and say I can’t place it………it’s become a scam for sure!!

There's no option to give a zero rating orelse that would have been my first choice. I should have checked about online order reviews here before placing my order. My order is still missing and tracking shows received by the agent!!. And the customer support said it would reach the very next day. I don't understand what's going on and whom I should ask for a refund. Such irresponsible customer care agents. And its highly impossible to get to speak to an actual agent. In my case , I think they have even blocked my number! Once the status showed " returned to the agent". I am totally cut off from the customer support team. My sincere advice to all. Kindly stay away from online purchases from this store.

Sizing of the item was wrong. And retuning the item is such a hassle. I have called 4 times and tried their chat and everytime and left disconnected or waiting for an hour plus before being hung up on. Customer service is shocking

Loft has GONE TO CRAP. The Knitwell Group owns them now and they are PATHETIC. Loft is slower to ship than ever, and many times they fail to even ship what you ordered - you never receive it!!! Customer service is WORTHLESS and is the worst on the planet. I sent an email today 4/29 asking when my order will ship. They responded saying “it’s scheduled to ship 4/26”. TODAY IS THE 29th!!! And chatting with Carlos online was a joke. I asked about a missing skirt and he responded about a shirt!! The first person I tried to chat with didn’t even answer me!!! KNITWORTH GROUP YOU ARE PATHETIC AND HAVE RUINED LOFT!! I am cancelling my Loft card and never shopping there or at Ann Taylor again!!

Terrible customer service. I wanted to return my items to the store but when I went to the store they said they could not take my return. I called customer service and they sent me a label and said they would waive the return fee due to inconvenience of first going to store. After waiting a couple weeks from when my return was received by them per UPS, still no refund. I called loft again and, after waiting on hold over 15 minutes, received a partial refund. I was then referred to another group for my remaining refund. I waited but still no refund. I called again and waited over 15 minutes again for someone to help me. I was told I would get my remaining refund. I received an email that I was refunded an amount that was less than the total amount of the items. They kept the tax on my items plus an extra 10 bucks. I am totally pissed off now. Never shopping at this company again.

I bought a top online with a $15. Rewards. I now owed $3.00 which was charged to my Loft account. It was ordered three times and got rejected as not available although was showing a lot online. Spent hours one the phone waiting for someone to pick up. Did their callback and nobody called. Have replied to an email multiple times but no response. Will close my account as nobody seems to care about customer care.

When you order items on LOFT online, you will be lucky to get them. I ordered 4 items on 4/8/26with free shipping and it is 4/23/26. I received 1 item in a week. The second item came on 4/21. I called LOFT Customer Service and all they said is they will remove the $9.95 in shipping I was charged. My shipping was supposed to be free, so that was a suprise. My third item shipped and says expected 4/24 and the tracking shows that UPS handed it off to USPS. Why? I have no idea. The last item does not show any tracking or anything so I called customer service again today 4/23 and they said that item is now out of stock. Had they filled the order on 4/8 when it was ordered, they would not have run out of it. Ridiculous. I would give 0 stars if I could and I will not shop LOFT again. Cheaply made clothes with no customer service. They will never make it in the online business with service like the extremely poor service I received with this order.

I've shopped occasionally at Loft stores throughout the years and was generally satisfied with the clothes and the experience.

If you want to shop at Loft, never shop online. Customer service is almost not existent and and poorly trained (tried the online chat 4 times and no agent ever came on). Tried the texting option, and it took 5 hours for someone to respond.

Ordered a package on 3/25, with promised delivery window of on or before 4/4. One part of my order wasn't even shipped until 4/6. Package got list, the status just saying it had a sortation delay for 10+ days.

Finally was able to get in touch with customer service on 4/17 and requested a refund. The representative promised if it had not arrived by 4/20 they would take action. I contacted customer service and they refused to help, saying I had to wait another 14 days after the last status update. Refused to acknowledge what the last customer agent had told me.

Unacceptable to ship past the contract delivery date. Unacceptable to promise help and then refuse to help. Unacceptable level of customer service.

If I could give this company a minus 0 review I would. For over one week I have been trying to call, use their chat service & emailing them. I have spent hours on hold both on the phone and the chat. Emails are not answered. I am now going to my credit card company to deny payment. I am beginning to think they are going out of business.DO NOT BUY FROM THEM.

UPDATE

Since May I have been trying to resolve issues regarding.DO NOT ORDER FROM THIS COMPANY. If there is an issue with your order their customer service is non-exisitent.

After reading other reviews and checking revenue, I'm positive the parent company KnitWell Group is so deep in debt they are essentially running a consumer scam probably worth reporting en-mass. Wrong size shipped (of course, the item is FULLY in stock and clearly marked on my order). There's a "convenient" exchange option offered if you call (who does that anymore?) but no one exists to answer the phone or chat. So I would need to return my item, losing the benefit of my discounts and free shipping, pay a $10 return fee, and re-order my correct size, pay ANOTHER shipping free, all of which is now double what I paid. Suddenly I am out $60 for what WAS a $20 item just to get the size I originally ordered. Convenient! They are using their own willful incompetence as a cover. Let's see if the other item in my order ever ships, or if I'm out more $ for that, too.

Atrocious customer service. Unable to reach a representative by chat, phone or text after numerous attempts. It may be time to report them to the BBB.

Absolutely worst online customer service. Reached out to get a shipping label for a pair of pants I wore for a few hours that completely stretched out. You would've thought I was asking for a refund of my entire order.

I have placed 4 orders over the last 5 months, with 3-6 items included in each order. Every single item was cancelled by loft after weeks of no communication due to item not being in stock. I tried to talk to customer service for three of these orders via chat. The first time, no apology, no solution, just the items will ship if and when they can. I asked to speak to a supervisor and was led to believe I was put through to a supervisor. Second time despite repeated attempts no one responded to my chat, the order later cancelled. The third time I spoke to someone very unhelpful, asked to speak to a supervisor again and was told you can’t speak to a supervisor via chat and I’d have to call. He said payment isn’t processed until items ship but there is an authorization held on my card. Oh, and after my orders cancelled, I checked the website and most of the items are still online to order in the same sizes. I’m shocked at how bad this is

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.