Maria S Jmb

The WORST customer service I have ever experienced!! When you try to contact their CS dept, you are on hold for over an hour each time. NO ONE ever answers the calls. I

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When you try to call their international number for a return authorization, it is impossible to get through. You have no choice but to send an email which no one ever answers either. If they do, it is so many weeks later that you then get told it is too late to return the item. This is unacceptable!
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Loss:
$400
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Yohance Shb

Why don't you just use the LiVE CHAT?? I got the greatest rep twice, and she gave me double discounts! :D

Anonymous
map-marker Silver Spring, Maryland

Poor quality sweaters

I bought a number of sweaters at LOFT. I like their styling.The sweaters are not even washed yet and the thread is already starting to deteriorate. Especially the area near the arms. Am upset cause even though I bought them at a discount but the original price is 49.95$, which is a good chunk of money.
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Maria S Jmb

The WORST customer service I have ever experienced!! When you try to contact their CS dept, you are on hold for over an hour each time. NO ONE ever answers the calls. I

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
When you try to call their international number for a return authorization, it is impossible to get through. You have no choice but to send an email which no one ever answers either. If they do, it is so many weeks later that you then get told it is too late to return the item. This is unacceptable!
View full review
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Avoid giving them your email.

Each time I make a purchase at Loft, I immediately am bombarded with emails. Even though I have the loft card they always ask me to repeat all of my personal information including my email, which I don’t understand since they have this information from when I applied for my card. I sometimes will receive 6 to 10 emails a day from them and I have to go in and unsubscribe. The emails stop until I make another purchase at which time I’m bombarded with them again. I also have had the same experience as another review were regarding T-shirts. Every T-shirt I have ever purchased from them has very soon developed pinholes around the stomach area. I also at first returned them but just gave up on that and now I do not buy any T-shirts from them. I’ve been very happy with other items that I’ve purchased from loft but I’m considering going elsewhere especially because of the Email situation.
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Reason of review:
Bad quality
Jlyn Iyg

Feedback

She said that she would pass my feedback on that finding articles on loft. Com for half the price that they are in the stores does not make me comfortable shopping in your stores
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Pros:
  • Style
Cons:
  • Prices online different than in store
Reason of review:
Store vs online
Anonymous

Damaged product-refused refund

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I purchased a sweater in August. Wore it in Sept when I noticed it was damaged. Loft refused a refund since it was passed 30 days & said I could receive a credit for half of what I paid. I will never ever shop there again
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Loss:
$70
Pros:
  • No pros
Cons:
  • Horrendous reruns policy
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Yohance Shb

It's your fault! Come on now!

You HAVE TO look at your items when you receive them. That means TRY THEM ON!

Carolyn W Zaz

Coming unraveled!

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I am a Loyal LOFT customer for many, many years and lately I feel their quality is not worth the price. The latest is a summer knit sweater that is coming unraveled at the neckline. I think I paid $59 or $69 for the sweater and wore it maybe 10 times. Not worth the money!
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Loss:
$59
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Leesburg, Virginia

Bad customer service

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Dear Client Services, I walked out of your Leesburg Outlet store today extremely disappointed. I love Loft. However, after being disrespected by your employees for the 1st time, I handed them my intended purchases and walked out. I went to the store solely to purchase a new wardrobe for a job I am starting in 2 weeks. I tried on about 15 items total. I kept about 7 of the items for purchase. I hung the remaining items back on the hangers and headed to the front to pick out some tops. I heard your employees saying how upset they were that I left the clothing to put back. They also talked about how I must have been “too fat” For the size 16 items I had left on the dressing room rack. They continued to go on and on about me. The one employee actually remarked, “I am so happy I didn’t ask her if she wanted a dressing room when I seen her with an arm full of clothes.” I was appalled. I have a wrist wrap on due to a hand injury so hearing that left me almost speechless. As a frequent shopper of Loft, I was very upset by these comments. I went to the register area and let the employees know I had heard the conversation. I also let them know I was not making the purchase because of them. I had approximately $400 worth of items. I was at the store around 7 PM today. One employees name was Emily and I did not catch the other persons name. As someone that is a business professional, I was appalled at the behavior. To add, they talked so loudly I could hear them at the front of the store clearly as I am sure other customers could as well. I hope this issue is addressed immediately. I would like to request a call back to discuss further. The store Manager should be made aware of this behavior. It is unacceptable on many levels and Loft lost a long time customer because of it.
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Samantha Mbn

Pilled Pants

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I bought a pair of black joggers from the Loft earlier this year and was extremely disappointed when they came in the mail. The pair was pilling all over the back of the pants. The pair of pants fit great, but now I can’t wear them as anything besides pajama pants.
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Loss:
$70
Pros:
  • Have great clothes
Cons:
  • Quality
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Angela T Hhs

BAD CUSTOMER SERVICE

I placed an online order and inadvertently had it sent to my primary residence vs my summer residence. On the same day that I ordered it, I contacted LOFT customer service online via their Chat function and also filled out the customer service form and got the "we value you" words and we're busy and will get back to you. The next day I I called their customer service twice to ask that my package be rerouted and they said that once an order is placed, they can do nothing about that and to contact UPS when I get the shipping notice. I got the shipping notice and called UPS and they said they couldn't reroute it because they are only delivering the package but that the post office gets it first. They said to call LOFT. This is ridiculous. I WILL NEVER SHOP AT LOFT AGAIN!!!!!!!!! zero stars!
View full review
Loss:
$60
Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Washington, District Of Columbia

Poor quality

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I purchased a blouse and wore it once, washed it and hung it to dry. I noticed the blouse was fraying at the seam. I took the blouse back to the store and was told that they do not accept returns that have had the tags removed, have been worn or have been washed. To me, that translates that the clothing is poor quality. The clothing is not inexpensive and I expect to wear an item more than one time.
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Reason of review:
Bad quality
Anonymous

Horrible Customer Service after Receiving Wrong Items in Wrong Sizes

Placed an order from Loft. Billing insert was for items I ordered in sizes I ordered. Items in package were not what I ordered and not the right sizes. Called Loft. Customer Service rep tells me she can replace the items at NO CHARGE to me. I keep telling her "stop saying that, I paid for these items a week ago. There is a charge. The new items are not free." Naturally, during the week between ordering and the time when I receive the wrong package, the items I want are now out of stock. She can't help. Sorry. I ask for a different size, which she can do in one of the items. I ask if I can choose a replacement item at same price for the other. No. I can only get a refund and then order separately (and pay shipping since it's under the $125 minimum.) Additionally, it is now my responsibility to return the wrong items, which means using my ink to print a return label, purchasing a box to ship it in since I ripped the plastic bag it arrived in, and needing to take the package to UPS or post office, or go to a store in person. (Ummm, hello, if I wanted to go to the store, I would have gone there in the first place.) So unbelievably disappointed. Oh, and she offered me 40% off of one full price item which is ridiculous since the items were on sale to begin with. Stop making the customer responsible for your mistake, LOFT. Stop saying you are sending a replacement "free of charge." I already paid for it, it's not free. Find a way to compensate your customers for your errors. Don't hold customers accountable for returning items they didn't ask for in the first place. Allow them to donate or pay it forward. Accept your mistakes, LOFT. That's part of good customer service. Provide help. And if others have ordered the items between my order and the time I opened my package, and it is now out of stock, do something for your customer that missed something they wanted because of your mistake. It isn't fair that someone who ordered after me gets the item because of your mistake. Seriously. Step it up, Loft.
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Anonymous
map-marker Boston, Massachusetts

BUYER BEWARE

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Purchased over $700 of clothing online. (Soon after they tarted offering plus sizes.) Kept a few things and went to return in store and could only get store credit to use IN store and NOT online. Not all stores carry plus sizes. Only limited selection. Store can’t use credit to get me anything online nor can i. Screwed.
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Anonymous
map-marker Arlington, Virginia

Online Shopping Horrible

Every time I place on order, there is an issue. I placed an order during a double points promo and was supposed to get Loft Kash sent with my order.

Never received it. Took three calls to customer service to straighten it out. Never received my birthday reward. Had to call customer service and was given a gift certificate that could only be used online.

Another order I placed was lost or never processed. I placed a order today for two items that showed as available to pick up in the store. Received email stating that one item was cancelled because it wasn’t available for pickup. Tried to use a gift card on another order and for some reason a hold was put on it.

It took a sales associate at the store almost 30 minutes to resolve it with customer service.

I’ve finally learned my lesson. Will never place an online order.

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1 comment
Guest

I have been trying to place an order for 2 days now. I keep getting a message that there is a problem, and I need to try again later!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Karyna Qij

Human resource contact

Need to speak to someone to get copy of pay stubs. Resigned and contact information from manager appears to be unsuccessful in receiving
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