LOFT Reviews 101

After reading other reviews and checking revenue, I'm positive the parent company KnitWell Group is so deep in debt they are essentially running a consumer scam probably worth reporting en-mass. Wrong size shipped (of course, the item is FULLY in stock and clearly marked on my order). There's a "convenient" exchange option offered if you call (who does that anymore?) but no one exists to answer the phone or chat. So I would need to return my item, losing the benefit of my discounts and free shipping, pay a $10 return fee, and re-order my correct size, pay ANOTHER shipping free, all of which is now double what I paid. Suddenly I am out $60 for what WAS a $20 item just to get the size I originally ordered. Convenient! They are using their own willful incompetence as a cover. Let's see if the other item in my order ever ships, or if I'm out more $ for that, too.

Atrocious customer service. Unable to reach a representative by chat, phone or text after numerous attempts. It may be time to report them to the BBB.

I ordered item on line to be picked up in store. It was cancelled. Called customer service and reordered it and again was cancelled. Used discounts and coupons for this. Very Frustrating

Absolutely worst online customer service. Reached out to get a shipping label for a pair of pants I wore for a few hours that completely stretched out. You would've thought I was asking for a refund of my entire order.

I have placed 4 orders over the last 5 months, with 3-6 items included in each order. Every single item was cancelled by loft after weeks of no communication due to item not being in stock. I tried to talk to customer service for three of these orders via chat. The first time, no apology, no solution, just the items will ship if and when they can. I asked to speak to a supervisor and was led to believe I was put through to a supervisor. Second time despite repeated attempts no one responded to my chat, the order later cancelled. The third time I spoke to someone very unhelpful, asked to speak to a supervisor again and was told you can’t speak to a supervisor via chat and I’d have to call. He said payment isn’t processed until items ship but there is an authorization held on my card. Oh, and after my orders cancelled, I checked the website and most of the items are still online to order in the same sizes. I’m shocked at how bad this is

Wrong delivery address.
I wasn’t given an option and then couldn’t go back and change delivery address or cancel order. Also my $10 reward was not applied
Too quick to show processing and no customer service available. I will never purchase anything from Loft again.

For both the Loft and Ann Taylor they have horrible customer service. Since 2024 I’ve been trying to get them to reissue an E-Gift Certificate. The first one they sent didn’t work and they couldn’t give me the number over the phone. I frequently get the answer Customer Service doesn’t handle the E-Gift Certificates, but they can send an email to the people that do. Meanwhile, I’ve never received a follow-up. The Loft has stolen $90 from me. I have the same issue with Ann Taylor. How a company can just take your money and not respond to your requests for a reissue is intentional theft. I can’t be the only person this is happening to.

Customer Service is a joke! I've been on hold for over an hour and in the chat for over 3 hours with no response. The shipping is inconsistant, 50% of the time I order online, the item either never ships or is cancelled. The cancelled items are usually ones that are on sale and purchased at a highly discounted price. What really bothers me is that same item that they cancelled on me will be available the next day but not at the SALE PRICE. Its a total scam, GET IT TOGETHER! Its not just the customer service, the quality of the clothing has gone WAY DOWN! I used to be a repeat customer but not anymore.

I don't know what the heck is going on with these guys but it's not what it was. Placed an order and still waiting on the remaining one item. Tried calling customer service and obviously it's not in America and being outsourced in a call center or something. But this gentleman was claiming that nothing came up with my provided phone number. Oh brother. Then he was trying to tell me that the item is on backorder because it keeps showing processing plus shipment pending lol. Then I had tried their chat but was waiting ten freaking minutes so I just left the thing. I still love Loft but you're better off shopping in the store instead of dealing with this nonsense.

LOFT has THE WORST customer service and shipping on the planet!!! I have one order that shipped in 3 packages, 2 of which are USPS. One of them shipped 4 days ago on Monday and there is NO update on tracking and USPS doesn’t even have the package yet!! The other package shipped 2 days ago - same thing, no tracking whatsoever. Customer service is a joke! LOFT has gone downhill over the years. I don’t recommend ordering from them!!

I made an error on my address and didn't realize it until the order went through. I immediately reached out through the chat online to see if they could change the address, no one replied. I called the # and was on hold for a long time, I then used the call back later option. they called me back about 2 hours later. I got a man whose dialect I could barely understand and he said he had to put me on hold, I waited and he said there was nothing he could do, it was too late to change the address. He told me to go pick it up from the wrong address location they were going to ship it to which is 1,300 miles away from where I live. I reached out the customer care via email and was given a case # and told they couldn't help me that I could pick it up. This is one of the worst experiences with customer service I've had to deal with. Don't shop with this company, they are inept and don't care..

Dadeland store in Miami, Florida refused to return the merchandise I ordered online even though Loft website said to return to the store.

I used to shop here all the time. And customer service used to be great. I had a bad experience last year and stopped shopping for a while. I recently gave them another try. What a mistake. Called customer service to inquire about a price adjustment. Was told to wait for the order to ship and the adjustment t could be made. Called customer service a couple days later. On hold for 58 min. Tried chat, waited an hour and never got a response. Tried text. That’s a joke. I e item hasn’t even shipped yet. It’s been 10 days. I’m now currently on hold again after waiting to chat for over a half hour yet again. This phone call is going on 10 min. I suspect it will not be answered yet again. What happened to this company? I’m done with them.

Do not order from here. I ignored the reviews and paid the price. No one responds to calls or messages—terrible experience.

I just needed to exchange a pair of jeans for a different size. Loft advertises a “quick” exchange by calling a number. Who requires calls anymore? And of course it wasn’t quick: no one ever answered. I then tried the text option - a bot. And the Chat function said all agents were busy and then just said the night was over. TERRIBLE.

I've ordered a ton from LOFT, and it has mostly been great. About 10% of the time, the quality is low: fake leather that wrinkles, or a sweater that pills because it is acrylic, but they are super inexpensive. 90% of the time, I'm surprised by how high-quality they are for how cheap they are. Also, I like that many of the items are long enough for tall girls (I'm 5'9'). Shipping has always been timely, too.

Very bad custom service. have contacted LOFT 8 times regarding refund for an item that I have never received. Nothing has been resolved; they asked me to contact Paypal for refund while Paypal never received the credit from LOFT

If I could leave 0 stars I would. Needed to get a return shipping label and for days, have tried to contact them. Their customer service number puts you on hold indefinitely, tried to "keep my place in line" and they will call you back, and tried their live chat numerous times. THEY DO NOT HAVE ANY CUSTOMER service. No calls, emails, or chat requests ever got any reply. What a joke.

I have been a loyal LOFT customer for over 10 years, and LOFT makes up the majority of my wardrobe. Unfortunately, this recent experience has left me questioning that loyalty.

I placed an order two weeks ago for three items and have only received one. After waiting an extended period, I called customer service three separate times in one week to cancel the two missing items, as I was told they were out of stock. Each time, I was assured that the system would “take care of it on the back end” and that no further action was needed on my part.

During one of these calls, I was also told I would receive a refund within 3–5 business days. Despite these assurances, two days later one of the items I explicitly requested to cancel was shipped anyway.

I called customer service again—my fourth call in less than a week—only to be met with a dismissive attitude and no solution. I was told that all I could do was wait for the item to arrive or wait for a refund, and when I requested to speak with a supervisor, I was told none were available. At no point did I feel heard, supported, or valued as a long-term customer.

This experience reflects a complete breakdown in communication, order management, and customer care. I expected far better from a brand I have supported for a decade.

I ordered five tops online, two are being shipped and three I picked up at the store today. The three I picked up at the store were rolled in a ball and stuffed into a little bag. They are all a wrinkled mess. For the price we pay for tops at this store, I would expect the clothes would be neatly folded, wrapped in tissue and put in a big enough bag to hold them.