Loft / Ann Taylor
Reviews and Complaints

As someone deeply invested in the world of fashion, I understand the importance of a seamless shopping experience. LOFT, a brand that once held a strong reputation, seems to be facing challenges according to recent customer reviews. While some customers praise the helpfulness of specific associates and the quality of the products, there are concerning patterns emerging. Issues with canceled orders, poor customer service, and sizing discrepancies have left many feeling frustrated and dissatisfied. It's disheartening to see a once-beloved brand struggle to maintain its standards. If you choose to shop at LOFT, exercise caution and manage your expectations accordingly.

I stayed at the Aloft in West Little Rock on Oct 31,2021 and when I arrived, the front Desk Wynter S. Miller was very professional, Friendly, Polite, knowledgeable about the hotel amenities and willing to go above her call of duties to make sure my first time staying at The Aloft Hotel was a great experience, but unfortunately my father had to be taken to the hospital and I wasn't able to stay, but Ms Wynter made me feel great by showing concern and understanding. I will return and stay at the aloft because of the friendly family atmosphere. Thanks Ms Wynter S. Miller

I found this beautiful dress on the Loft website which was way overpriced (as most of their merchandise is). This dress was literally $99 and that deterred me from purchasing it until the one day they had a "40% off dresses" sale. So, I decided that if I was ever going to buy the dress, this would be the time. So, I went online to purchase the dress, and lo and behold, they were out of my size. Then I decided to look and see if they had any at my local Loft and they didn't have any there either. So, then I decided to chat with their customer service online, asking if they were able to give me a rain check and hold the sale price for me until they got it back in stock, considering I did attempt to buy the dress the day of the sale and it's not my fault that they're out of stock. They told me that they couldn't do that and that they weren't sure that it was going to be back in stock (this wasn't even Spring yet and it was a Summer dress). Anyway, I finally gave up on that lady and decided to email them. Same thing. I got nowhere with that lady either. I gave up. Literally, a day or 2 later (after the sale) I decided to check their website to see if that dress was back in stock, and yes, yes it was... coincidence? I can't say for sure but it sounds pretty sketchy. I have an inkling that they pulled that dress and made it "out of stock" because they knew it was a hot item. How convenient and, in the words of the beloved Stephanie Tanner, how rude!

I have shopped at Loft for many years and I always loved their store, however, not anymore! I recently ordered a bunch of stuff online and my experience has been truly awful. HORRIBLE. If I could give this review zero stars I would! I ordered 4 weeks ago, and even with the delay for COVID-19,75% of my order hasn't even been shipped yet and there are absolutely no updates on the processing. Last week, I received two shirts and a pair of shorts (each in separate deliveries) and even though they took a long time to arrive, they were still delivered fine. Then, I received the notification that another shirt and a romper I had ordered were being shipped and so I kept track of when it would arrive only to find out that it had been marked as "undeliverable" because some dumb person at Loft put my house number in wrong! It said that since the package was "undeliverable" it would be sent back to the sender. I tried contacting Loft to receive help on correcting this mistake so that my package could quickly be delivered to my house because it was still located in my city, only to find out that it is IMPOSSIBLE to talk to a real person. I tried calling and got a voice automated system that was absolutely no help at all. They also have a text service that you can apparently message, but I only got one response telling me welcome to the service and then nothing at all after that. Then I waited for FOUR HOURS to "chat" with somebody over messaging on their site and the person I was "chatting" with was not helpful either. She basically told me that they can't do anything and that I will have to reorder what was inside that package. When trying to reorder, she tried to send me the wrong shirt, and when I corrected her she said that the shirt I wanted was sold out and that I couldn't have it. IT WAS IN MY PACKAGE THAT YOU MESSED UP. JUST FIX IT AND SEND IT TO ME! I am so unimpressed that she tried to trick me into buying the wrong shirt too. I didn't end up reordering anything and she was no help at all and just said "sorry" fully knowing that this is all their company's fault. Anyways, I called the post office this morning and found out that my package has already been shipped back, which means I will never get those items. Honestly, I am scared about what's going to happen with the rest of my order and I'm not even sure it will ever get here. My advice to anyone looking to purchase from Loft, in-store purchases are great, but PLEASE PLEASE PLEAAASE DON'T DO ONLINE. In fact, this experience has been so horrible that I am never shopping from Loft ever again, in-store or online. I don't want to support a company who treats their customers like this.

BAck in June I made a payment on my account (last four digits 4503) of 120.00. i have documentation from the bank electronically that i send in the payment request. I have sent in the documentation from the bank along with my credit rating (dropped from 825 to the high 700's) showing that i was turned in to collections fasly. i have corresponding with Comenity Bank for three months now and each time they send a letter, I call and am told i need to send in more information.

My next two payments made it ok and cleared. But the 120.00 that i sent in on 6/29 never appeared as a credit on my statement and now my balance due is zero but no communication regarding the mix up and i am left with damaaged credit.

i have a long good history with Loft and want my credit restored as i am a good standing customer.

Linda Sullivan

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I usually buy my Loft clothing on-line since I live far from a store. Two times now I have chosen to return the items on my own and pay the postage myself. I did not use the prePaid return label. Even though I paid to ship them myself, I was still charged a (return) shipping fee on my monthly statement. I called and asked why I was charged a return shipping fee if I was paying to return shipped myself. I was basically told that that is some thing that they do. They first time it happened they did refund me the return shipping fee but told me that going forward they were no longer remove that fee. Their return policy states you will be charged if you use the pre-paid label but nothing about being charged if you return the items on your own.

Purchased online - the website didn’t show anything about final sale, my email receipt does not show anything about final sale. When I receive items the printed sheet in the bag marked some item as final sale. The store doesn’t accept return or give store credit. My email should say the item was final sale if that was true. I didn’t buy any item Marked final sale at the time of purchase!

8/8/2022 charge on my bill for "purchase" 13.82 I never received a bill by mail or email. On 9/20/2022 I was charged a late fee for 13.82. On 10/20/2022 another late fee of 28.46 I was unaware due to the fact that I never received a bill. I became aware when I received a call from someone representing "Loft" to inform me that I was "late paying" my bill. When I researched the charges, I could not find any item purchased... only late charges. I explained that I had not received a bill and needed more information about the purchase. The late fees were removed. I thought that was the end of it until I researched my credit report and found a "delinquency" had been reported by commenity/loft. I have submitted a dispute. My balance is 0. I have been a customer of Loft's for many years. This is so disappointing.

Came from out of town visiting Tampa. Week of 3/13/23 Went to the Loft store one afternoon at International Plaza, upon arrival I was not greeted, or even spoken to, I had asked for assistance, and was ignored. I had a couple items to try on, when I had to let myself into the dressing rooms, I decided not to because of how filthy dirty the rooms were. Also a coupon I had presented was not honored. Quite taken back at this location. Ended up asking for a manager, and woman I spoke to said she was the manager. Very disrespectful.

Not a pleasant experience.

Visited the Ann Taylor LOFT International plaza Tampa Florida location @12p on a Saturday this month. Not only was the store manager, Josie, extremely rude and condescending, the associates were not pleasant, unhelpful, and always on their phones. They did not honor a coupon I had presented for 40% sale item. Wardrobe rooms were filthy with dust as well. Not a pleasant experience at all.

Store manager is condescending, and rude. Refuses to accommodate customers with respect and care. Also will not honor valid coupons and fails to properly explain why. The lack of professionalism in this store is incredible. Employees are on their phones behind registers, and store manager as well refuses to address this, for I have dealt with this at every visit to this location. There are young male employees at the registers during checkout that were extremely disrespectful as well , and unhelpful with a return I had. Store is filthy, and full of dust, and the wardrobe rooms are absolutely disgusting. The quality of air in this store is clearly compromised. I will not be recommending this location to anyone. Do better.

Every time I order something in an XXS Petite, I get sent a tent. There is no way the items they are sending me are Petite, let alone XXS. I'm 5'4 and 100 lbs. and the clothing that they send me are fit for a gigantic person. I've complained about this many times. At first, I thought it was the cut, so I did some sleuthing on my own. I went to the store and discovered that some of the items in question were sized correctly at the store, however, what I was sent from their online store, was completely off. My guess is that they are slapping the wrong labels onto the wrong products and shipping them off. This has happened several times already and every time I lodge a complaint, I'm told to just send it back and that's that. I purchased the product because I really wanted that product. I don't have the time nor the energy to be sending things back. They really need to get it together and start sending people correctly marked items that they both asked and paid for.

I placed two orders on November 17th and they were sent in multiple shipments. Two of them were shipped on November 19th and marked as delivered on November 23rd. When I arrived home, there were no packages. It is now December 7th and the only assistance I have received after three phone calls and three incident reports, none of which were followed up, they offered to let me RE PURCHASE the items. I have not received new items or an offer of a refund. It was over $300 worth of merchandise that was lost.

I have tried contacting and calling Twice today (11/25/2022). Keep getting charged for items that were cancelled and late fees, after payments. Every time they "try" to forward my call to someone that can help, I am hung up on. Both times. After speaking and explaining everything for 10 minutes. One item on my account that I tried on in store and returned because of the fit is still being charged to me.

Every time I try to login with the correct user name and pw I get "Account not found" message. I end up having to call customer service and it takes 10 minutes to go through the automated menu, which sometimes disconnects me so I have to start again. Once connected to a rep, I have to re-verify my account details, then receive a link to my "found account" and then reset my password. Best case scenario, 198 minutes after I try to correctly log in to my account I am finally able to. This is not acceptable!

I was charged twice on my credit card for the order. Once I placed the order on July 21st I was charged with 176$ and then again after they amended my order and shipped it with 125$. I have been trying to contact them since 3 week by phone and email and I get no reply.

Order number [protected]

I came into The Loft store in Polaris Mall in Columbus Ohio. I made it to the middle of the store and no one greeted me. There were 4 women behind the desk. I stopped and just looked at them. None of them said hello or offered to help. This was on June 29Th around noon or after. I finally asked if someone could help me. They all gave me a look like how dare she. Very disappointed.

Both orders said "in processing" and were past the date that delivery was supposed to be. First order, customer service had to cancel. Second order, customer service reordered the items for me and put in 2 day delivery. Well, that time has passed, order still says "in processing" and customer service says I have to give it 3 more business days. It was supposed to have arrived already. Not sure what is happening over there but I have been a loyal customer for years and this is very likely my final online order with them and may avoid in store shopping as well.

There are so many issues, but let's just stick to the one that happened today. I made an order, I assume I did not login beforehand because even though the order confirmation was sent to my email, I cannot login with it to find my order. Somehow the order is not attached to my account. This makes it difficult to track AND it means I do not get my rewards.

I contacted chat & asked if they could sync the order to the account. Reigner, immediately, without asking sends me a link to rest my password. WHYYY!? I didn't ask for that. Not once did he ask if I could get into my account - login was NEVER an issue. What is an issue is a woman trying to remember 50 different passwords.

They are not trained, they are not polite, they do not ask questions - they just DO.

The site glitches & "loses" items. Only to have them reappear months later. They cannot find amounts available on gift cards, they cannot tell you if a purchase went through from said gift card. They give incorrect info, like "It didn't go through & you have a full balance on your gift card..." Only to see those items in your mailbox a week later. It's insane how much they lack training. I understand bankruptcy and cutting corners but this is RIDICULOUS.

I have been a customer for almost 20 years, that is now over. I'll never go back.

Date of order 4/17 date of contact with representative 4/18 between 8 and 9 am. In reviewing the order details the shipping address read 37 Champions Drive, Levittown ,NY. It is incorrect as well as the incorrect billing address. The order has not been shipped as of the time of the call. I asked to have the billing and shipping address changed to 37 Champions Drive Bridgeville Delaware 19933. I was told this was not possible and when it is shipped to call USPS and have them change the location. USPS does not do this. In addition the bill had sales tax which should not be included if it was shipped to Delaware. I found the solution to contact USPS by the customer was not customer accommodating nor reasonable. I can see no reason why Ann Taylor could not have corrected the shipping and billing address since the items were not shipped.