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. Value Shipping Returns QualityI have been a long time customer of the loft. First shopping in their stores and then doing most of my shopping online when I moved to an area that did not have a brick and mortar store to shop in. The last few purchases I have made happen delayed and shipping, and the customer service representatives. I'm not being very helpful. My very last order half of it was canceled with no communication to me. When I asked why, they told me that the inventory was low for that particular product. When I went back out to the website, my size was still showing as available. So I asked the rep what that was and she had no answer. Most of her responses were single sentences that were not helpful or two words… Thank you…Not helpful! I have a longer be shopping with this company loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.setConfig === "undefined" || typeof app.review === "undefined"; }, callback: function() { app.setConfig({isAjax: false});app.review(); } }) (function(w) { function go() { (adsbygoogle = window.adsbygoogle || []).push({}); } document.querySelector("body").addEventListener("gadsLoaded", go, false); }(window)); document.querySelector("body").addEventListener("freestarLoaded", () => { freestar.config.enabled_slots.push({ placementName: "sitejabber_incontent_1", slotId: "sitejabber_incontent_1" }); }); loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.profilePicture === "undefined"; }, callback: function() { app.profilePicture('undefined', 'undefined'); } }) L F. 1 review 0 helpful votes Follow L F. Send Message loadjsReady({ event: "app", checker: function() { return typeof app === "undefined"; }, callback: function() { // } }); Share Review “NOT customer-friendly, terrible online "customer service"” January 1st, 2024 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. Tip for consumers:Watch out for their "customer service" and anti-customer exchange policies. Products used:None Service ReturnsI 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 Tip for consumers:The new owners ruined LOFT Products used:Nothing now. In the past I purchased jackets, pants, coats, tops, shirts, sunglasses and jewelry . Service Value Shipping QualityI was returning an item I got for Christmas and to get a store credit. The girl at the front cashier was help ful but (unnecessarily) commnented on my "older age" and seemed to be an expert (even though she was barely 20). Sorta a snipity, back handed compliment. It was rude and uncalled for. Will never shop here again.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. Tip for consumers:They should have better customer service but especially better quality control service Products used:a sweater and a vest. Service Value Shipping Returns QualityNo customer service. Even when asked, they are not helpful. Thres, the manager remained behind the counter the entire hour of our shopping. And associate came out twice when asked for help. After 30 minutes of shopping and ready to check out and asking what was discounted they told us that everything in store was 40% off. Teres told us they can't get anyone to work for them. No wonder! I'm surprised they have any customers. Excuses and then defensive and not at all apologetic. Products used:Pants tops Service Value QualityWould 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.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. Tip for consumers:Don't buy final sale items at store or online you won't get any refund. Not even exchange your money gone even if the size is not suitable for you. If you want your money the loft store told us sell them somewhere. Products used:Some tops Service Value Shipping QualityThis 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. Tip for consumers:I love the service I received at this location and can’t wait for the new location to be opened. Products used:I got slacks, a top and also a skirt . Service Value Shipping QualityEverytime I order an XXS petite, they send me a tent 3 sizes too big, fit for a giant. This keeps happening. I think they are carelessly slapping on tags on the wrong products. I am beyond livid. I now have to take time out of my busy day to send merchandise I really wanted back to the warehouse. I also did my homework and went to a Loft store to do a size comparison and the xxs petites at the store are sized correctly. I am no longer going to order from them. It's a waste of time and money.A light hanging from the ceiling fell on my head while I was shopping at the West Paces Ferry Loft. The sales people had no knowledge of procedures. They have continued to put me off for 1 1/2 years. Now they say legally they don't have to do anything. How is that for customer service. I have a gash in my head - it would have literally killed someone older. Won't shop at that kind of store again. Service Value QualityBought a blouse advertised as Floral Velvet Trim. There is absolutely no velvet and I tried leaving a negative review and they didn't post it. Even if you mark the return as damaged or wrong item they try to make you pay shipping. Even if their ad lies! I am including a review someone else left that didn't get flagged. See pic. Service Value Shipping Returns QualityExtremely unhappy. I oredered 3 sweaters. Received 5 so far and they keep charging me. I called and tried to speak with a supervisor and was told someone would look into this mess and call me back. Still waiting. So far I have been charged for 7 sweaters. Think before you order from this company. I will never deal with them again.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 Value Shipping Returns Quality…. Ruin your credit! They don't process the returns properly even after you provide proof of the return being delivered, and then they charge you late fees upon late fees fraudulently, they are totally into predatory lending, and nobody speaks English, and they're all out of the country. Do yourself a huge favor. Don't do business with the loft and especially stay away from Comenity bank or Bread financial or whatever bogus name they're using now. Don't shop at stores that use Comenity bank! Keep credit in the USA with places like Nordstrom and Von Maur. Service Value Shipping Returns QualityI 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. Service Value Returns QualityEvery time I look up the order says shipped, no one answers phone, at the end of your order I placed a five hundred fifty dollar order for vacation Said would arrive by April 27,2022, here it May 10th still waiting for four items. I'll never order from loft ever again. My money spends everywhere! Tip for consumers:I’ll never shop loft again Products used:Still waiting one shirt and 3necklaces, good luck getting some one on phone Service ShippingI just received 1/2 of an outfit that I ordered from the loft. The other half (petite lou & grey sweatpants) were cancelled after I chose, paid, and checked out. When I call customer service it is painful to make the staff understand the problem. They are obviously taught to repeat what we have said and read from a script. A bot could do this as well without being as annoying. I think my days of trying to communicate with the Loft are over. Unfortunately, most of the stores don't carry petites, so I may be done shopping at the loft. Tip for consumers:Have a lot of patience if you are going to call customer service. Products used:Lou and Grey petites, but they have been out of stock for months Service Value Shipping Returns QualityWhat I love most about Loft.com is the sales. You can get some really great deals for the quality of clothing. I have found the sizes can differ from item to item but reading reviews if there are any on each item is helpful. I do not like their site. There is a couple of issues with the upper menu coming down and staying down and it won't go away when you move your mouse away from it. This is very annoying because you have to refresh to get rid of it. I do a ton of shopping online for my job and I know how sites work, this is problem and they refuse to fix it. There have been times I have decided not to order from them because I spend too much time dealing with this flaw. I also have had to wait longer than I'd like for some deliveries. Not always but I find a lot of value with a company who can get my order to me in a week or less. Anything more than that and it's one I will think twice about shopping with regularly.My husband bought me a shirt too large fo my birthday. When I wanted to exchange the shirt with him, I was told the amount they can exchange was $10 dollars. Although he paid $56.00. I had the gift receipt but the manager told me they had no access in their system after 30 days. Needless to say, I will never shop here again and encourage others to be careful when buying gifts. The gift receipts are not useful after 30 days. Overall they stole $46 from us on this transaction. Never again Tip for consumers:Rip off Products used:No product Service ReturnsHow is this store even in the business? Horrible clothes, worst than old outdated consignment shops. I have a $200 gift certificate and have been on this site for 2nd time now and NOT a thing is appealing to me. Worst clothes that are overpriced. I may not even wear these clothes if they are for free. Disappointed shopper.I walked into Loft at Lynnhaven mall and when the sales lady saw me she didn't even acknowledge the fact I was even in the store, this happened once before and I didn't say anything. Destiny is the store manager and I don't believe she would like this behavior either especially when I spend a lot of money buying these clothes. If this is the way you treat customers I'll go somewhere else Tip for consumers:NA Products used:NAThe store salespeople are very friendly. Mange Caroline is very helpful, sweet. I like shopping at the Westfield oakridge store Products used:Dresses Service Value QualityTwice now I have placed an order only to find out the item has been pulled from the website. This last time was a two piece outfit. I only received one piece. I paid over $9.00 in shipping and shipping tax only to have to pay it again when trying to order a similar matching piece. I had to call to find out my order was NOT being delivered. Customer service doesn't care. I am a very long time customer that will not use them again. Products used:Shorts Service Value Shipping Returns QualityI can't believe while Loft.com is being rebuilt, they have the site up with so many technical issues. I have tried to place an order on 2 different days in a span of 2 weeks, and the order does not go through with a message that I need to check all my information. I finally contacted customer service and was advised to try different browsers. I tried 3 different browsers and still got the same error message. Called customer service again, and found out that it is the Loft.com portal that is misbehaving, and even though it has been suggested to the company to bring the site down until the issues are fixed, the company has not agreed! I also noticed while searching for specific items, the un-selected styles were being included in my search results! I am in awe that a big company would act so irresponsibly and unprofessionally for sake of greed, wasting customers' time and damaging their name. No more business from me.