Loft - Reviews and experiences

I was picturing the new cardigan with my usual rotation of work clothes. Early mornings, coffee stains to hide, layers for the office. Problem is I never even got to feel it. I placed the order almost a week ago and it still shows unshipped. The chat put me at number 69 with a wait time like two shifts. Texts went unanswered for days. I even rang a nearby store — useless unless you picked in-store delivery. Customer service rang back from somewhere and said the items aren’t available but might ship soon. That vague answer is worse than silence. I like Loft when it works. Their fabrics are usually soft, fits relaxed, easy to throw on. Which is why this feels extra disappointing. I wanted a simple sweater for errands, meetings, and messy mornings. Instead I’ve been stuck waiting and checking the tracking. It’s annoying and honestly made me rethink ordering online from them.

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.

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.