I finally gave up on ever having customer service resolve the issue. My purchase was in "processing" for 3 weeks, then that message disappeared and it dropped off my credit card. In the interim, I attempted to use the chat feature, which is impossible and not once did I get through to an agent. I finally called and was assured they were looking in to the error. Nothing has ever arrived, the order is not back to "processing" status and I have reported fraud to my credit card company.

Received a $150 gift card from my children. Used part of it in store and went to use the balance. Told balance zero although their paperwork/receipt says $80.29 balance. They claim I used it on 2/3/2025. The gift email never left my possession and I did not use it. Called 3 times and they insist I made an online purchase. They asked for more info about what I purchased! How would I know if I did not make the purchase! They refused to give name or address of where the item was sent. Stay away or you may lose $$

Absolutely unacceptable experience – discriminatory and disorganized. I placed an online order with Loft because they don't carry plus sizes in-store — which is already incredibly disappointing and exclusionary. Moments after placing my order, I noticed that the shipping address was incorrect. I immediately contacted customer support via text, only to be told there was nothing they could do until the order shipped and I'd need to deal with UPS directly. When the order finally shipped, I contacted UPS with the tracking number — only to find out that Loft, not UPS, is the only party that can make address changes. So I call Loft, and after waiting on hold for 30 minutes, I give up and try texting support again. Their response? Wait until the package is delivered to the wrong address and then we can talk about a refund. I flagged this issue the moment the order was placed and made every attempt to correct it — and Loft did nothing to help. For a company that already makes it difficult for plus-size shoppers to find clothing, this level of customer service is insulting. You're telling me that a mistake caught within minutes can't be fixed, and my only recourse is to let it be delivered to the wrong address? This entire experience was a nightmare. It's unacceptable, unethical, and reeks of a company that doesn't care about its customers — especially those already marginalized. Shop somewhere

I made a purchase, I paid for expedited delivery, which one item did not make, nor was I refunded for the lack of expediting the entire order. I returned some of the items. When I submitted to return, the estimate was $65.94. I didn't want to pay an additional $8.95 for return shipping, since I overpaid for the original shipping which failed to deliver all my items by the date that was promised. I went to the store where I was only refunded $57.89, which they refused to credit by the means in which I paid. I requested my entire account be erased since the company stole the $57.89 for refusing to refund me appropriately and I refuse to ever visit the website or purchase again and now they can't do that.

Two boatneck cotton shirts. Here they are one on top of the other. I don't dare wash the second one! Shrank more than a full size. Pure junk The top one is white, the bottom one is grey

I placed an order for some holiday items a couple of weeks before Christmas. First, my order was delayed and wouldn't be received by Christmas even though holiday delivery was GUARANTEED. Next, I received a series of emails stating that several of the items were cancelled - even though the website shows all items as still available > :(. I wish I had had read more reviews before ordering and saved my time. At least I "saved" my money when the items were cancelled. Lousy service, would not recommend, will not shop with them again.

After calling multiple times about items noted to be pending, and being told it would be escalated- today they cancelled those items. When checking the website the items are available.
So I guess the way the escalated it was to cancel the order just to make me go away!
Terrible customer service!
Finally got it resolved after hours on the phone.
Never did get a call or email from a manager as I was promised.

Received a coat as a gift- nice coat but way too large. Coat was purchased online as a work related Christmas gift. There is no store nearby for exchange. Contacted customer service, was told the only way is to charge the original purchaser for the replacement item, then credit back when original is received as return. This despite the fact that I specifically outlined that I did NOT want to affect the original purchaser's account as it is a supervisor. "Customer service" was unwilling to look for another solution- just "that's how we do it" When I said I would then look for outside assistance from the Better Business Bureau, she answered "Go ahead" Ok, challenge a customer after being unhelpful. How disappointing for a company that SHOULD have had a stellar level of customer service and concern for their reputation. When this is resolved, I will never consider shopping at Loft! I hope that this review will help potential customers to reconsider buying here, particularly with a gift purchase.

The worst Customer service, I received a damaged sweater, a thread detached from the sleeves and a stain on the back of the sweater. I told them about the problem and they told me to send it back to them so they could inspect it and tell them to determine what it was. It was not damaged enough, they were going to send it back to me and I told them that if they gave me a discount I would keep it to send it to be fixed and they told me that the only thing they could do was give me an electronic certificate for $10 dollars That was the help they offered me, I'm not the one who send the damaged item to the customer, they sent me a defective product. I really don't recommend them. They don't care about the inconveniences they cause to buyers.

I have tried 6x's today to reorder a pair of jeans. On 6 occasions, the price was quoted over the phone and the size only to be sent to be via email with the wrong price and size. Trying to escalate to a supervisor after waiting on hold for 45minutes is met with the supervisor will call me back. The supervisor called me back 3.5 hours later where I answered the call, heard nothing on the other end and the call terminated. One would think the supervisor "might" try calling back, given the amount of time I waited. I then tried calling back only to be told no supervisor was available and they could only request another call back, they would notify the supervisor again.

I tried a 7th time which was unsuccessful. After spending another 18minutes on the phone trying to reorder the item, I was told they had a problem with their system. Can't rate a ZERO, system doesn't allow it

CUSTOMER SERVICE IS DEAD IN AMERICA!

I have been a customer of LOFT for 10 years.
Until the were purchased a few years ago they had amazing FINAL sales.
They now are borderline deceptive about the amount of an item.
You'll see 30% off price as marked.
Prior to being deceitful, 30% off price marked meant and additional 30% off the price marked in the FINAL sale category.

The clothing is not classy anymore.
Due the lack of variety in clothing and the lack of great sales I will move my clothing purchases to GAP

I am so frustrated with my request to cancel an order. I attempted to cancel order immediately but there was no one available to take my request via phone or text. My call was at 7:00 am 9-24-23. Was told via voice message & text they were not available till 10:00 am. I called when they were available that cancellation needed to occur within 60 minutes of purchase. They did email me a label to return item once received. The item had not shipped & was still in processing. I also emailed & texted customer service several times & got the same response. This is totally ridiculous. I have been a long time Loft customer. I will never order from them again. Linda

I bought online final sale items. The sizes are not perfect try to return or exchange or store credit. They are not giving anything very frustrating and disappointing and store lady is talking very rudely at cool springs tn. Very disappointed. Not getting my money back or store credit or not even exchange. I hate loft policy. Try to change your policy you are taking people's money. I BOUGHT IT ONLINE NOT IN THE STORE. How do you know the quality or color or material. Never ever buy final sale items online. Hope this one helpful.

This morning I went to the Stonebrier loft in Frisco Tx looking for an outfit for a interview, associate by the name of Victoria once again was very helpful and professional in selecting styles. I always enjoy shopping at this location.

I visited LOFT in the methuen area looking for a nice dress to wear to a wedding. All the workers at the register were more invested in to the baby that was in there and completely ignored all customers. I wondered around the store clueless until a young nice lady approached me and asked me if I needed any help I told her I was fine but thank you for being the only one who acknowledged me and left with nothing. I guess the workers conversations were more important then the job. Loft needs to hire better people.

Would give o stars if available on rating scale. Paid extra for overnight shipping. Purchased with representing from online customer service on a Monday morning assured it would be next day. Waited all day for tracking to update. Here it is two days later and just shipped. Terrible don't buy from loft. Their service and quality has gone down hill anyway. Only bought since person wanted that item as a gift.