LOFT Avis 117

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

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.

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.