I've shopped for over 20 years at Loft, have always had a Loft credit card and shopped there first. I've ordered online and returned items when they didn't fit and always received a reply and refund within a week. BUT NOT ANYMORE! I placed several orders totaling over $800 and I returned the items, placing them in plastic bags with the order number atta he'd on each bag for those itens. It's been 3 weeks and after hearing nothing from them I called and they said it would be 3-5 weeks to allow for refund! Seriously? They said I should have mailed each order separately! Even though I had all items together and labeled for each order! Loft never used to be this way! Do they have a new CEO or what has happened to Loft? I had paid off my Loft card so all these items were from my debit card. Needless to say, I will NO LONGER be a loyal customer to Loft! I also cut up that Loft credit card!

After having to contact their international dept numerous times and being transferred with no response even after 10 mins, I am still trying to chase them down for a refund that Loft customer service confirmed they would process yet still have not after 3 months! They DO NOT pick up their phone after stating they will within 5 minutes. They DO NOT email you back after stating they will respond within 24 hrs. Absolutely appalling service! I even sent in a complaint with the Better Business Bureau and Ann Taylor/Loft does not even respond to them.

Was trying to order on line and discount was not working. Tried the "chat", so frustrating! She wasn't answering my questions and it was taking too long. Instead of fixing the cart price or giving me another coupon code, I got the run around. I said I was going to check other on line sites first if they could not honour the discount. No response. They could have just helped right then or emailed me a new code. When I went back later to check my cart, they emptied it! They obviously don't care about losing customers. After reading reviews on awful service and poor quality, think I will steer clear of this site.

Their return policy is a Joke I have returned many things in my day (I work for FEMA and dont always have time to abide by 30 day return policy, lets be real life gets in the way) well I qill spend my money in places more deserving and who appericates their customers... After returning their stuff today out of the 30 day window and them litterally nickle and diming me, I will take my business elsewhere. Seruoisly with a receipt you give me the current Sale price? You know what I paid, I didnt wear these items. I have been so loyal to this brand for years, no longer.

I keep buying from them because I like their styles but the quality is so so bad I have to stop. The last several shirts I've bought from them have gotten holes on second or third wear. One actually fell apart in the washing machine and it was a T-shirt! There is no reason you shouldn't be able to put a T-shirt in the wash. I'm wearing one of their shirts today for only the second time and just looked down and saw holes in it. I really am done wasting my money on them. On top of the poor quality, the customer service is horrible. They literally do not care if you are unhappy with your purchase. Terrible business.

I had a reward from using their credit card and when I went to use it, I realized it had expired a few days prior. My experience with other stores such as Banana Republic and Pottery Barn has been that they would re-issue the rewards with a new expiration date. I had contacted Loft's customer service and to my dismay, they refused to re-issue my rewards. The entire reason I signed up for their credit card was so that I could use rewards, so when they refused to re-issue it, days after it expired, I was left very frustrated. While I love the Loft brand, I'm afraid this has put an end to my shopping there. Very poor customer service.

This company has recently changed their return policy - and it bites you if you order on line. You have 30 days from purchase to return something to get a refund. That means if you order on line, you have 20 or so days to return items. The 30 days aren't from when you receive the items, the clock starts ticking when you place the order. This is a "trick" to avoid having to issue refunds to people. I contacted their customer service line and you could tell the answers the rep was giving me were out of a book with standard responses. I have shopped with Loft over the past 10+ years and they have now lost me as a customer over this change in policy.

I placed an order and when I got the confirmation, I noticed some items I thought I removed. So, I used their Chat and then called only to find their customer service is awful- They will interrupt you, try to change the subject and confuse you and refuse to resolve the issue. I tried to resolve the issue less than 30 minutes of placing my first (and LAST) order, even speaking with a supervisor (or at least so I was told) and was unable to. Basically, they told me I am stuck with it and would have to pay to return any incorrect items and reorder whatever I would like, again. OK, then, not being a thirsty individual, I will pay for this and pay it off and since you treat me like this on my first order. There wont be any others and as I told you, I hold at least 9 commentity bank cards for shopping and you can Kiss My Arse!

Having work in retail, I make sure to read the fine print before purchasing. However they closed the Canadian site and redirect you to the US site. The website says you can return online orders in store. However, once you receive the email confirmation of your order, you see that it specifies in-store returns in US. AS WELL, they charge a duty to ship to you. AFTER that, if you want to mail in the return, YOU HAVE TO PAY FOR SHIPPING. What a terrible company policy, and quite honestly, is essentially trapping the customers into keeping their purchases. I will never shop at this company and affiliated company again once i finish using my merch credit.

I am a huge fan of loft, especially their curvy jeans. My recent experience trying to order and return with them has been beyond unacceptable.

Keep in mind, in a day and age where online shopping is the norm, and so many other retailers (US and international) offer shipping arrangements, WHY would a Canadian customer be ok with spending FIFTY DOLLARS to return items to the US? For contrast, Mango in Spain offers free shipping. Other retailers (express) allow you to use your own mode of shipping (so ground can cost around $20 it will just take longer). The worst part is- I wanted to exchange for a different size of jeans and this would mean not only a $50 return fee (on a $200 order), but I would have to pay for shipping for the new size. Nope. And no assistance from customer service with discount codes or waiving fees etc. Also, Canadian customers don't have a 1800 number to call so trying to discuss this with their customer service line cost me over $20 in long-distance charges! Customer lost for sure. Don't waste your time and support this retailer.

I am extremely disappointed. I was given a pair of pants for Christmas that didn't fit. I returned them but they did not have my size in the store. There is not a store in my area of Houston that has the pants in my size. I found them in my size on the Loft website, so I tried to order them and was so happy.
I had difficulty completing the order. So I went to the CHAT to try to resolve the issue.
The reason I could complete the order is they will not accept merchandise credits online.
So now I will have to buy myself the pants, that were a present given to me.
Bad policy!

In the 20th century, they made in-store return policy simple for gift receivers with a gift receipt. You would think that in the 21st century, they would make it easy for people who received gifts from givers that bought their stuff online. I understand that there are restrictions but they put me through some unnecessary awkward complications for such a simple exchange. The gift I received did not fit me and the giver was no longer physically possible within reachable access. They didn't have the item in store anymore even though the item was bought like a week ago. The in store lady told me to find the order number so I could process the exchange online/mail. So I had to go bother my friend by phone to get the order number. I called and customer rep told me the order number was not enough and I didn't qualify for the quick exchange program because I wasn't the original buyer, and that I needed the email of the person that placed the order. So I had to contact and bother my friend again. Really LOFT Really?

I have been a loyal LOFT customer but since moving to the city and ordering online I have never been more disappointed. I have order 2 seperate orders in the last few months and both were "delivered" yet I NEVER reccieved the packages. When speaking to customer service they told me they would file a claim that can take up to 5 days to hear back. They will not just redeliver the original order. They will reorder for you and honor the original pricing but then I get double wacked until I get my refund. This is terrible, I am cancelling my LOFT card and never ordering anything online from this store again. Figure it out.

I thought i was ordering 2 items which when i was placing my order only showed the 2 items and when i submitted it i had over $100 more showing so reviewed and the items in my wish list were on the final but never showed till i hit submit. Called immediately and oh well too bad can't cancel the order. I was given the run around and then they had the gull to say it will take up to if not longer than 2 weeks to get the order. Trust me each and every item is being returned. Not even opening the box. They say cancel an order but that is FALSE as they dont. Even the supervisor said that so they advertise FALSE info. Dont order from them

I'm so upset with this company! I was excited about the Black Friday sale but it was so much trouble I'm not sure it was worth it! I couldn't make it into the store, so I called there to check if the sale was continuing to the next day. The sales lady told me I could order online for pick up in the store & wouldn't be charged till I came in & got the items. She said it would take my card info but wouldn't charge it. That way I wouldn't miss out on anything. So I did that, I got charged & it came out of my bank right away. There were so many problems with this order due to that. I don't want to type it all in. Just be warned, they will charge you & you can't cancel anything! Not happy

What 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.

While I love their clothes, dealing with their customer service or using their website is the WORST experience ever. RUDE humans. Clunky and inefficient website. Wait time is LUDICRIS. When you finally get through and are IMMEDIATELY disconnected because the human on the other end doesn't know how to "ANSWER" a call... absolutely ridiculous. There are too many other options of GOOD clothes than to deal with a company who treats their customers the way this one does! I will not be surprised if I receive an email that everything is SOLD OUT given the amount of time it took to get the order placed with a HUMAN after the website would not work!