LOFT Avis 

Used to be a good site, but now they don't fill orders half the time, or only fill half the order. The quality is now basically factory seconds. I ordered four identical pairs of pants in the same order and they all fit very differently. Customer service just hangs up or discontinues the chat randomly so issues are rarely corrected.

I paid extra for expedited shipping and Loft never shipped my order. Customer service is clearly outsourced, completely unhelpful, and had no answers or accountability. I even tried contacting local stores for support and got absolutely nowhere — zero ownership, zero solutions. For a brand this size, the lack of basic customer service is unacceptable. Paying for expedited shipping and receiving nothing but excuses is frustrating and disappointing. One and done with Loft.

I placed an online order with Loft over a week ago and paid extra for expedited shipping to ensure delivery by December 19th. It is now well past that date, and my order still shows as “processing.”
The lack of communication and customer support is appalling. I have tried emailing, using the website's chat feature, and calling their customer service line multiple times. Every attempt to get an update has been met with "all agents are busy" or endless holding music. It's completely unacceptable to charge a premium for a service you fail to provide, and then make it impossible to contact a human for assistance. This is the definition of poor customer service and a total failure in order fulfillment. I will not be shopping here again.

Customer service is non-existent. Placed order 12/2. USPS tracking number provided but never shipped. repeated phone calls and hours of being on hold, I had to wait 21 days for them to process a replacement. Canceling my Loft CC. I will shop at Gap, Banana Republic or anywhere else. You lost a good customer Loft.

This is the worst store I ever dealt with ever! I ordered a shirt over three weeks ago and still have not gotten it and have contacted them four times and not once did they respond so if and when it ever comes, I’m just returning it and will never buy from this store again their customer service is atrocious and so unprofessional. How could they not even answer a person?

Ann Taylor LOFT STOLE FROM ME!
Ann Taylor LOFT robbed me of my money. They issued a return via an egiftcard. I asked that it please be credited to my AMEX, they fought back against that and so I escalated it to Better Business Bureau. They lied to me, promising to credit my account, so I agreed to the solution. They then removed all money from the gift card WITHOUT CREDITING MY ACCOUNT! I lost $75 to this worthless company and hours of my life trying to fight to get it back.

This is cheap, garbage quality clothing to begin with. DO NOT ORDER ONLINE FROM THEM NO MATTER HOW CUTE THE CLOTHES MAY LOOK. THEY WILL ROB YOU! Most people need this money to buy groceries or prescriptions. This is an unethical, garbage company that ought to be publicly shamed.

Shopped at Loft store in Chicago Harlem & Irving and had great experience. Very clean, organized and alot of sale for Christmas. Manager was very friendly, professional and helpful finding my size. Staff was nice and kind when asking for help. Will be returning to shop at this location.

Terribly slow to process and ship orders. It’s 2025, 11 days is ridiculous. Customer service is not at all helpful, if you can even reach them. They offer chat and text but do not respond to either. No option to cancel the order I’m stuck waiting forever for. I’ll never order from them again!

Don't waste your time and energy shopping at Loft online. I have placed two (2) orders in the past few months, and they have sent me a completely wrong item in each order. And there is NO way to get in touch with customer service to resolve the problem. In theory, you can call, chat, text, and email, but LOFT CUSTOMER SERVICE DOES NOT RESPOND. This has happened both times. I literally just spent 1.5 hours waiting to get through to customer service by phone, and when someone finally picked up, he told me he had to put me on hold, then sent me to a lengthy, recorded, irrelevant message, which then hung up on me. I will next be going to refuse funds at my bank. Loft has offshored its customer service (I asked), and now they are entirely and completely useless. It's not worth the headache to shop at Loft, so take heed.

LOFT has the absolute worst customer service of any store I have ever shopped and I shop often. I would be sure if you purchase from them that the items will work for you as my returns with Loft have been a nightmare. I ordered a pair of shorts and received an e-gift card since it was past 30 days since my initial order (even though the shorts took 2 weeks to come giving me 2 only weeks to send back). The e-gift card when opened had an error and no gift card info.

I reached out through multiple channels of their customer service to get an e-gift card that actually worked to use.
1. Started in their chat and got disconnected several times and had to keep starting all over. After 3 times starting over, I gave up.
2. Sent an email which said I would hear back in 2 days. Never got a response. Also tried their Facebook Messenger and never got a response.
3. Tried calling but there was a language barrier and very hard to understand the rep but also did not hear back as he promised.
4. Called back again another day and finally got the e-gift card resent after months of trying to get help. The bag I was trying to purchase went up in regular price by $30 during this time to get the gift card that actually had gift card info. The rep said if I placed the order, I could then send an email to the email he provided with a screenshot to get the price adjusted since I had been trying to resolve the gift card issue and took months to actually get help from their customer service.

When I didn’t hear back for 3 weeks for the price adjustment, I again called. The rep first told me they couldn’t do anything even though I was told previously they would adjust the price. After a 45 minute call, he told me he could adjust it but would go back to a gift card. I explained that the only reason I placed this order was to use my gift card I finally received after months to trying to get help and that I did not want a gift card nor did I want to shop at LOFT again based on my experience. He was not very friendly and basically told me that was my only option (even though I was told by a previous rep they would do the price adjustment and subtract the gift card).

This has given me such a horrible opinion of LOFT and the absolute worst customer service ever! I would make sure whatever items you order work for you because their returns and customer service are a complete nightmare!!!

This is the last time I will purchase anything from Loft, either online or in stores. They do not have ANY customer service that is reachable, and stores are almost non-existent. Yesterday and today I've tried reaching customer service via Chat, phone texting and phone call--all with NO RESPONSE so far. I wish I had seen all of these horrible reviews regarding lack of customer service at Loft before I purchased. I just want to return an item that had inaccurate sizing, but I can't get hold of anyone to ask if I have to pay $8.95 to ship it back. This really stinks and I guess I'll have to drive 23 miles out of my way to get to a store to return the item. I am no longer a customer of any Loft products and I'll be telling all of my friends and relatives to beware. From the reviews, this lack of customer service has been an issue for years, and you can't do anything about this. Shame on you, Loft!

Don’t even try to return or exchange! They charge for all postage in returns. I am still waiting for refunds on two pairs of jeans and it has been over a month! So frustrating. All their customer service representatives are from “somewhere else”. Makes communication even more difficult.

I placed an online order and immediately realized that the shipping address was incorrect. I recently moved and it was my old address. Within minutes of getting the confirmation I contacted customer service to either cancel (and reorder) or just update my shipping address. I was told the order could not be canceled and "no problem, we can update the shipping address". I didn't feel confident in this representative, so I then emailed client services to make them aware of the situation. I later placed another call to customer service and was again advised that they would update the shipping address. Today the order was shipped and the confirmation email reflected my old address. More than 24 hours after emailed client services, I still haven't received a response from them. With current technologies, how is it that an order couldn't be canceled immediately after being placed. I'm disappointed that I will not receive my shipment after being told that they would update my address. I will avoid shopping at loft.

Balance on email gift card was used fraudulently. The gift email NEVER left my possession but Loft insists it was used on 2/3/2025. They state it was an internet order for the $80.29 balance. I DID NOT use it. Loft is refusing to tell me who used it or where the purchase was mailed. They state no action since no balance!! I am out $80.29 and very upset.

Placed an order and changed my address. After ordering I noticed it had not changed the shipping address only billing. I immediately called "customer service" and was told they couldn't change the address and there was a glitch in the system and they were unable to cancel the order. I asked repeatedly to speak with a supervisor and the agent, Jomel, refused. He kept saying she was with another woman. After being put on hold multiple times Jomel told me to wait until I got delivery notification then call back and tell The Loft I never received the order. I told him this was not an option because he and I both knew I would never get the delivery. After being put on hold again he came back and said he was sending the request to someone else and I "should" receive a cancellation notice sometime. I tried the on-line chat and an agent never came on. The Loft's customer service is AWFUL. I'm certain this will be my last encounter with The Loft - no wonder they're closing stores.

Coupons would not work correctly online. Very little communication on order. Delivery not as stated. ZERO help from customer service by chat or text and email is not an option given to get help. I've been a long-time customer but I'm finished with Loft. Will be canceling my credit card and not ordering again. This is ridiculous when so many other companies offer better. The quality of the clothing is also not at all what it used to be.

I am writing a one star review even though they deserve less. I placed an order 8 days ago. The order is still being processed and has yet to ship. I tried to cancel the order. They said I cannot because it’s being prepared for shipping. The order status has been the same for 8 days. They don’t offer any help or customer service of any kind like free overnight shipping to ensure you receive your items in a timely manner. Instead, they are allowing the order to remain in this “processing” status indefinitely. Needless to say, I will return every item ordered if and when it’s received, and I will cancel my account. This is the most disappointing experience I have ever had with a retailer.

I placed an order on 8/14 and items show as "still processing". I tried the chat support but no one picked up the chat and said that the next available person would contact me. No one did. I then sent an email, and am waiting for that. I am a loyal customer, but the service is absolutely terrible. I want my items in a timely manner. It has been 14 days stuck "in processing". If I do not receive a reply by tomorrow, I will call. Customer service is severely lacking and it is obvious that they outsourced it.

So disappointed. Talk about bad customer service. I made some purchases in the store in Germantown Tennessee and was encouraged to open the checking account to save an additional buck. When trying to get online to pay off the account, it was more than difficult, you have to have a checking account?? Who uses checks anymore? After trying several times to find a way to pay it with my card I received an additional bill that charged me a $30 late charge. Are you kidding? Then after being on the phone with two customer service reps, one identifying herself as a supervisor, I was told it would cost me an additional nine dollars to make the payment with a live representative online! After showing my unbelief and discontent, I was told I could simply go to the store and make the payment with my card! You’ve got to be kidding? They still would not take off the $30 late charge. I will never shop at loft again. Ever! Unbelievable, how bad customer service has gotten. And the stores that call themselves reputable and upscale are no longer such. Bye-bye loft.

Extremely Frustrated and Disappointed Loyal Customer

I have been a loyal LOFT customer for decades, but unfortunately, my experience with your online ordering and customer service has completely changed my opinion of the brand.

I placed an online order on August 6th, and ten days later it still shows as “processing.” On top of that, trying to reach anyone for help has been a nightmare — I’ve had to wait 45 minutes on hold only to be connected to outsourced customer service that provides no resolution.

This is unacceptable. What has happened to LOFT’s service? Loyal customers like myself should not have to go through such frustration just to receive the items we purchase.

I will no longer be placing online orders with LOFT.