Loft - Reviews and experiences

their customer service cost me time and stress, so I’m done. I ordered a few things after a move — needed some easy clothes and new sheets because my back’s been acting up and I wanted softer bedding — and I realized right away the shipping address didn’t update, only billing did. I called straight away and the rep, Jomel, kept saying there was a system glitch and he couldn’t cancel or change it. I asked to talk to a supervisor a few times and he kept brushing me off, putting me on hold, saying someone else was busy. At one point he said to wait until delivery and then claim I didn’t get it — which felt shady and obviously not a real solution. I tried the online chat too, but nobody ever joined. To be fair, after a lot of back-and-forth he said the cancellation request was sent, and I eventually got a notice, but it took way too long. Mildly annoyed, would try somewhere else next time.

tracking flipped back to "PROCESSING" and then an email suggested they'd arrive earlier than expected (yeah, right). I queued for chat and waited about 45 minutes; when someone finally answered it was in slow batches — long pauses between messages — and the rep basically said (a bit apologetically) that all six items were on back order and could only offer cancel/refund. I ended the chat, tried the text support option, sent my question and… crickets for 26 minutes. Then I called and sat on hold for 15+ more. Either they have too few reps or a lot of unhappy people — probably both. I've had other retailers call me back the same day, so this felt sloppy by comparison. In the end they did offer a refund, so it’s not the worst — but the delivery info and customer service process needs work. Annoying, but fixable.

the supervisor then said I could just pay in-store with my card — which I could have done from the start. So the staff weren’t outright rude, but the process and fees are what's broken. I’ll keep a couple of their tops for work since the fit is good, but I’m done trusting their account system. Surprisingly, the fabric held up great after a few washes, which was a welcome surprise.

My recent online order experience at this store was really disappointing. I placed my order back in late January and had a lot of issues along the way. One item got canceled right off the bat, so I was only left with two items in my order. I had to wait a full two months before hearing anything about it. I emailed customer service a week after I ordered, but it took them a frustrating 10 days to get back to me. And when they finally did, they didn't really give me any answers or solutions to my questions or concerns. This whole lack of communication and slow response has definitely made me think twice about shopping online with this store again, and it's also changed how I see their whole brand.

I went to the mall and headed to the store. The workers there were super nice, especially Simone. She really helped me out when my online order got all mixed up. The other person couldn't do anything, but Simone had my back.

I really can't stand shopping online from this place, eh! Their website is super slow and kind of hard to figure out. Sometimes my stuff arrives quickly, but other times it takes forever. And when I talk to customer service, they're not much help - all they do is give me sketchy delivery dates. If my order is late, they have to "file a claim with a specialist" to get a refund, but who knows if that'll actually happen. It's so annoying and seems like a fake excuse! Plus, they split up shipments way too much. Ugh, I'm never buying stuff online from here again!

It's surprising there's no reviews for this store online. I like looking at their website and the clothes they have. But I don't like that they make you pay for return shipping. I've had problems before where I was charged for return shipping wrongly, even when just exchanging. It's annoying and takes up a lot of time to have to call customer service to get a refund.

The clothes at this store are really great, they have so many different styles and sizes to choose from. But my experience with customer service was pretty terrible. I got the wrong stuff in my order and when I tried to get it sorted out, the staff were not helpful at all and wouldn't fix the mistake.

Shopping in-person at this place is great, no issues there. But if you're considering ordering online, think twice. The delivery takes ages, communication is almost non-existent, and customer service is just plain awful. It's best to skip online ordering altogether and save yourself the stress.