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.

Full time lead kind of got an attitude when inquiring if online sale honored in store. The answer today is no but it varies day to day, person to person. This store had gone down in service & store cleanliness that I only go in to return things that I purchase online.

I have shopped and ordered from Loft for years. The majority of the time it has been a great experience. However it has been 5 weeks and I still do not have my order. I expected longer wait times due to COVID however apparently my order just left Loft YESTERDAY according to their website. On top of that it is shipped through USPS which is in a downhill spiral at the moment. I am estimating at least a couple more weeks before I receive my order. I sometimes go a few days with no mail delivery. Meanwhile I will be well into summer with no new summer clothes.

Just TRY getting a hold of a human being, and if you do, they are in India with terrible English skills. Once you even do get a human being they will route you through an automated phone system asking for verifications of name, spelling of name, first name and last name, address, phone number, card number, expiration date, 3 digit code. I was transferred 3x because the system was not working, nobody knew what they were doing, and just try to translate and understand anything they are saying. Did not get the information I needed.

I ordered several Xmas gifts for my GF on 12/6. I receieved an email 4 days later with tracking and an order number. I never recieved the package even when tracking said delivered 12/18. I called to let them know that USPS did not have the package... it was lost. I was told my case had to go to *fulfillment* for investigation. I got no reply from anyone. I called back and was. Told wait until after xmas. I called on 12/31 and the rude customer service rep said it had reshipped hung up on me when i asked for tracking. I called back and asked for a manager. This rep was much better and gave me a refund... never ever ever order from this company or be prepared to be upset and let down.

Ordered a Christmas gift on 11/30/20 ETA 12/9/20. Called last week, said it would be here be yesterday, 12/22/20, shockingly, it did not arrive! Per the "tracking" which has not changed since the order was placed, it has been in Monroe, NJ since 12/9/20. If i knew where in Monroe, which is less than 60 minutes away, I would go get it. This was the first gift I ordered this season, all the rest are wrapped and under the tree! The covid disclaimer they have to explain delays, isnt posted on any other retailer I have ordered from. The disclaimer should omit covid, and state that they do not have online delivery. You can also donate to Saint Judes Hospital, which I donated $100 at the time of my original order, wonder where that is? One star was just so I could submit a review

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 ordered a pair of gloves that was received damaged. I shipped it back with the UPS label provided by loft. UPS lost the package, and I won't get my credit from Loft until they receive the return which is lost during the shipping by UPS. Between the Loft and the UPS, none of them seem to care to solve the problem. I have been calling the UPS and the Loft twice, and I still have not received the credit for the damaged gloves. Am I responsible for the damaged gloves? Am I responsible for the lost package caused by the UPS? I don't have time to waste to have to go through this!

I ordered dresses on cyber Monday sale. It took weeks for them to be shipped finally on Dec 17 I got email said they were shipped. Waited weeks until Dec 23 on the ups website my shipping status said voided informaition received order undeliverable. So loft withdrew my order so they can ship the dresses to a customer with a higher price. The customer service was not help at all, they kept giving me the runaround, online CS said call our 1888 number to help you and the call center said to contact our client services online. Disgusting customer service and shady business. Very disapointing and will never waste my hard earned dollar on loft or any affiliated stores.

I was shopping at the Loft in Pensacola, Fl. And one of the ladies who seemed to be pretty nice was assisting me, which I thought was kind of her. As we went along, I was looking for and Xl in a creamed color blouse that I liked and as she was walking ahead of me she asked "are you looking for the price?" Now, I don't know if I looked like I couldn't afford Loft clothes or is this just the stereotypical question that is asked of African Americans when we shop in places that you're rarely seen shopping in. It was very unprofessional and rude of this woman to concentrate on what I can pay for, instead of providing great customer service. If I couldn't afford it, I wouldn't be there. Not only can I afford it I have an all rewards credit card, which by the way I didn't use. Stop judging a book by its cover! Great customer service that quickly took a dive! Never shopping here again!

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

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!

I purchased a pair of pants from LOFT at the end of August 2017. At the time I was told that I had 45 days to get my money back if the tags are on and I have a receipt, otherwise I'd get a store credit. Yesterday I went back to return the pants, and was told that I could only get $15 back on the $42 pants. I couldn't believe it, I had the receipt and the tags are on the pants. The store clerk insisted that was their policy, but I was never told such a policy. I requested to speak to a manager. After about 10 minutes, a manager came to over ride the deal and gave me a store credit of $42. Be aware of this sneaky way to steal your money, I will not go back to LOFT!

I have tried 6x's today to reorder a pair of jeans. On 6 occasions, the price was quoted over the phone and the size only to be sent to be via email with the wrong price and size. Trying to escalate to a supervisor after waiting on hold for 45minutes is met with the supervisor will call me back. The supervisor called me back 3.5 hours later where I answered the call, heard nothing on the other end and the call terminated. One would think the supervisor "might" try calling back, given the amount of time I waited. I then tried calling back only to be told no supervisor was available and they could only request another call back, they would notify the supervisor again.

I tried a 7th time which was unsuccessful. After spending another 18minutes on the phone trying to reorder the item, I was told they had a problem with their system. Can't rate a ZERO, system doesn't allow it

CUSTOMER SERVICE IS DEAD IN AMERICA!

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 30 year and Taylor card member and almost every suit in my closet is Ann taylor I purchased two items from loft and shortly there after became very ill and ended up in the hospital three times when I came out I realized I needed to return the two items that I never wore and instead bought another hundred dollars worth of items and they told me because I was five days past 30 days they were not giving me the full amount of refund on my items even though I had the receipt makes me never wanna shop at Ann taylor again