LOFT Avis 117

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.

DO NOT BUY ANYTHING FROM LOFT.COM

!! Their Customer Service is the worst!! Loft has truly hit the skids. I returned an item last month, only to have Customer Service not be able to locate it or my account. Instead, based on an email I sent them, they continue to email me requesting for the same information OVER AND OVER AGAIN! - tracking number on the return, item number, original order number. Today was the 3rd time I received this automated form, despite my having completed it in July.

When I call their customer service number, I get placed on hold indefinitely. No one even picks up the phone and there’s no way to leave a callback number. I’ve called at least 6 times and am done with this time wasting ridiculous nonsense.

At this point, I realize I’ll never see my $40 for their shitty merchandise. The only thing I can do is let people know NOT TO PURCHASE ANYTHING from them!!

I don’t know when LOFT became a scam, but it is. DO NOT order anything from them. I ordered a blazer over a month ago, was charged, and nothing. I have called, texted, chatted, emailed, NOTHING. No replies, no follow up, no one answers. It’s odd because they were pretty well established but are no longer legit.

Not sure what is going on with this company at the moment, but it is clearly in chaos. I ordered some items that took about 6 weeks to arrive. One item I received the correct invoice, but some random pair of striped shorts I never ordered instead. I took it to the local Carlsbad store and the manager took the shorts, reordered the missing item AND CHARGED me, then told me to call customer service to have them credit my account. Customer service was a JOKE! They never answer their phones and when you leave a chat message, a robotic message comes back that does not make sense. I tried calling for several days and never got through. I finally decided to lose the $20 credit, return all of the other items and NEVER shop Loft again.

Horrible service , no one attends the calls or the chat.

DO NOT SHOP HERE! On hold over 2 hours for customer service, then finally disconnected. The chat feature on the website does not work for customer service. You can't use any of the email addresses to inquire about anything they all come back undeliverable. I tried to use my rewards before it expired, and it would not take, so I paid for the item, my $50 rewards expired, and my item still has not been shipped. So I am out my rewards certificate, still have not received item. WORSE CUSTOMER SERVICE, well there is NO CUSTOMER SERVICE or available help from this company. Think I will stick with White House Black Market. They are always on top of it.

DO NOT ORDER ANYTHING! I should have read the reviews before I ordered anything from this website. I have been trying to get ahold of someone all day and nothing. I cannot believe how horrible of an experience this has been.

I have been on hold all day today with the chat (which says it's the "fastest option"). I returned a dress on July 12; it was delivered on July 17. I have yet to receive a refund. Their website says they are experiencing higher than normal call volumes. Sure, but then you need more customer service. My current wait time (after several hours this morning) is over two hours.

I ordered 4 things on July 20. Promised date was on or before July 30th. I have received 3 of the for items. The last item has not shipped yet so I called to see if it could be canceled and was told no. I will be out of town after the 30th and the lady I spoke with said it will be delivered on the promised date of Aug 3 yet the promised date in the confirmation email states on or before July 30.

Placed an order online weeks ago. 3 out of 4 items still say "pending shipment" and that they are "processing" the order. I cannot reach anyone through chat, text or phone. At this point I just want confirmation they will cancel the order, but I can't get a response from them.

I have two orders pending, 1 ordered July 9 the other July 11. I've had two items canceled from the orders and I don't have 95 minutes to wait in their hold chat line. Maybe if they stopped sending so many emails about SALES and hired people to ship items - they might have higher ratings

Placed an order on 7/12 and not shipped yet it's 7/21. I needed the clothes for a work conference, they won't arrive by then, so everything will be returned. Unbelievable!