Loft / Ann Taylor
Reviews and Complaints

Today we traveled from Williamsburg VA to Short Pump Town Center to shop at the Loft Store at Short Pump during the recently advertised sale. When we went to check out we were unable to utilize my wife's discount for being a Teacher. She was told this was not allowed at this store even though we showed the Williamsburg store allowed the discount just 3 days earlier. The store personnel were unable to explain why the Williamsburg store did this but refused to change their position.

Having been a second generation fan of Loft for over 30 years it is hard to believe that a company the size of the Loft doesn't have more concern for their loyal customers.

Please help us understand why their is such a discrepancy between your locations.

Gary & Cheryl Dronen

[protected]@gmail.com

[protected]

I have never in my lifetime seen such a poorly run department.
I Keep getting charged for a card fees for a card that has been closed since July, I got a bill in September and in October, and when I call no one can tell me why except for I was out of Grace... what in the world. I have had that card closed since JULY why in the world was I getting charged interest?

I keep on getting "Access Denied" message every time I try to load any Ann Taylor sites. Why? how can I fix?

Hi! I am trying to access the website for on line shopping, but I always get a denied access message. Any suggestions? Or i the side blocked for international access?
Thanks

On 8/9/20 at store #1768, I purchased 3 pieces of clothing. I had first returned items that I had purchased online and then purchased these 3 items. I did not realize that the return policy was 30 days especially during covid. Most stores had extended it and few still have 30 days anyways. When I went to return it, one item was not on the receipt because it was on the exchange receipt. Because it was past 30 days, they would not return it. The other 2 items were only returned for their current price because I am 12 days past the return date. I am a 20 year loyal customer with a loft cc. I spoke with the manager, aiysha and while she was nice for the most part, both she and the sales associate ignored me when I asked2 questions and did not offer to work with me. Most stores do work with people especially during covid. I do not go out often due to covid but do shop online. With the 30 day return policy and difficulty with the return, I cease to shop the loft. I do love their clothes, however I need a store that is easy to work with especially during these extra busy times.

On may 1st I placed an order and was informed it would be delivered "on or before May 14th". By May 13th the order had not even shipped yet. I contacted Loft and received an automated email stating to add another week to the delivery estimates due to Covid. By the end of May I had yet to receive a real response and the order hadn't shipped still. I have made numerous more contact attempts and never heard from Loft. They took my money over a month ago and never sent me my product. I deserve a refund and refuse to ever do business with this company ever again.

I placed an order on Tuesday 11/05/19 for a purchase totaling $171.14. I entered my card information and it came back as "error, check your card number and CVC code." I retyped and resubmitted my card number four times thinking maybe I typed the wrong number. It kept coming back as an error, so I gave up.

Then I went to look at my banking account, and I noticed I had four pending purchases for $171.14 in my account even though the purchase kept saying error. I immediately called customer service to try and place my order and to clear the pending charges. The customer service representative and I were on the phone for 40 minutes. After two attempts, the rep was able to successfully place my order in the system. However, she couldn't send me a confirmation email. She stated she would have another department follow up with me.

After three days of not receiving a confirmation email, I called customer service again today, 11/8/19, to follow up. The second rep I talked to stated she couldn't find my order and that there was no evidence of my order ever being placed. I am livid as the first rep lied to me and even promised expedited shipping.

I researched online and it appears as thought this is a common problem that other customers have experienced while shopping at loft.com. Customers beware!

Good morning, I am a fan of your store and I buy regularly from switzerland (through your website), which is where I life.

Since the last 3 weeks or so I have had no access to your web, I do not understand why! I have tried explorer, firefox, safari all the browsers possible as well as different computers and the reply is always the same "access denied" please see attached pix.

I am so sad I cannot keep buying! Can you please help me! I want to access loft and anntaylor and both are being denied!

Thank you for your prompt feedback

Best regards

Helene wille

After exiting the dressing room with the item I intended to purchase, and not seeing a sign where to form a line, I assumed there was a line for each of the three attendants serving the desk. I thus chose the attendant who had assisted me earlier.
After she had served the customer in front of me I stepped forward. She asked me to step back because another person had been here before me. I stepped back and she took that person. She did not point out to me that there was only one line. I continued waiting in the place I assumed to be the line for this particular attendant. After a few minutes a male employee approached me and informed me there was only one line and pointed it out to me. As I moved toward it, another customer approached it and cut me off. I informed her that I had been waiting in line for quite a while and asked her to let me go before her. The customer responded very aggressively and an ugly argument ensued.
Not wanting to be the owner of a garment attached to such an unpleasant experience I returned the item to the attendant and left the store.
I do not have a habit of cutting in front of people. Had the store attendant pointed out to me where the line was at the very beginning I entered the wrong spot, this ugly event would not have taken place, and I would have purchased the item.
It would be difficult for me to enter this store again. Ute Rosa

I have been purchasing clothing from here for a few years and have had nothing but good luck with everything as far as quality goes. This is one of the only stores where the jeans fit me well (petite size). I had a pair of jeans purchased from here and only wore them a couple times and just noticed after the last time I washed them and hung to dry the stitching out of one of the pockets came up. Huge disappointment because now they are no longer wearable (after only 2-3 wears).

I have a merchandise store credit card #[protected] [protected] 4 in amount of $31.10. When I tried to use this card in store it did not work and sales person at the register told me to call customer service - phone number on the back of the card. I called customer service and I realized that customer service representative has no idea what my problem is and how to help me because he was trying to transfer me to different extension numbers without any success. Nobody has no idea how to handle my question. I tried to call few more times to different numbers because $31.10 is my money and I do not want to lose them. Please help me to get my $31.10 credit back. Thank you. Tamila Valevich. [protected]

I have had a Loft account for many years and every month I pay my bill in full. Last month I was one day late and the payment and late fee showed up on my next statement. I called to request the late fee to come off and they told me they had taken a late fee off in November of 2017 and could not take this one off because it was less than 18 months. I spoke with a supervisor and she said the same thing. I am very upset about this and have closed out my account. I think this is rediculous, you should have more customers like me who pay their bill in full every month. You need to know that you have just lost a good customer and your customer service is terrible.

Your new return policy, that was changed in July with no warning, is the worse policy of any retailer that I'm aware of, including Marshalls! I tried to return something purchased more than 30 days ago, but less than 45 days (with the original receipt) and was forced to accept the current sale price on a store credit that can only be used in store only, and not online, which is where the original item was purchased in the first place. Not only was the store clerk rude, but the customer service line made absolutely no accommodations for me whatsoever. I spend hundreds of dollars a month at this store and this policy is so bad that I am unwrapping the gifts I purchased for my daughters to return them immediately because God forbid they don't fit come Christmas, you will get to keep more of my money for what, THE WORST RETURN POLICY IN THE HISTORY OF RETAIL! You have lost me as a customer. Date of incident, today 11/2/2018. I want my full refund back on the store credit and I want to be able to use it online as well as in the store, which is constantly out of stock.

Unbeknownst to me the shipping addesss on line was filled in by a prepopulated program - not my address - I called after receiving the confirmation - which was within minutes - and loft is unable to change the shipping address or cancel the order?! I could hope that the receiver sends the package back or reorder?! Which I will never do - instead I am to contact delivery company and see if they will change address? I'm thinking about calling nys ag

My name is Melissa Levy Butler. I am very dissatisfied with the way that chase a bank that I chose to do business with handle my situation with loft.
As a customer that has chosen chase as my bank of choice I should have every option to stop payment on any company that I chose. The bank should first stand by the customer whose money is in question. They should also consider the financial burden it could or would cause the customer not side with the policy and procedure from merchants. It is very disturbing to me that nothing was able to be done as far as stopping funds from being deducted from my amount to pay for items that was accidentally purchased. Without customers there would be no chase. Without customers there would be no loft. This situation has caused a financial hardship for me. I have been a customer of chase for a very long time and in all my years of banking with chase I don't think I have ever had a request for stop payment on any item.
It is definitely and eye opener to know that chase as a banking institution does not have there customer backs.

Very disappointed

Melissa levy - butler
[protected]

I visited Loft in Alderwood Mall tonight. Store number 1460. I have been a loyal customer for years and have introduced the store to many family members. Tonight, I am very disappointed with the treatment of the two Sales Associste.

I wished to purchase a shirt found in the Clearance Rack. There were 4 identical shirts. Each shirt had a sale price of $19.99 except for the size Small that I was holding. The Sales Associate said that even if it's identical, it's full price because they typically acquire the same exact items the following year just with different stock numbers. I told her since there was no other size Small, would she honor it. She said no and asked another Sales Girl if she would. The other girl said no, it a different season. I was about to purchase a different size to get the sale price but when I mentioned to them that they should inform Corporate Office that it's a better customer experience if they allowed honoring items in situations like this, the girl in the cash register said, I'll just honor it for you if you want. I mentioned, "I'm not blaming you personally. I'm asking you to provide your Corporate Office with my suggestion as a customer." Instead of agreeing, I was surprised when the other girl said "Obviously you've never worked in a retail store before." I said "yes, I have." And she stormed away. The girl gave me a $2 discount for the item and said "Corporate Office never listen to us." I said, "well that's just too bad." She handed me my bag looking downwards. Not a thank you or any word to make my experience feel any better. The experience definitely left a sour taste in my mouth that my friends and family will hear about, including all my social media account.

I just called and talked to a Customer Service agent who said he will pass on my complaint and someone from Corporate Office will call me back 3-5 business days. We'll see if they do and if they actually listen to their customers.

Comenity provides very poor service. I love Ann Taylor Loft and am a devoted customer, however I have cancelled my credit card and forgone my rewards points because of the poor credit card service. I am extremely busy professional working mother. I believe this one of the demographics they market their products to. All other credit cards I use have an auto-pay feature. This is essential so that payments are not missed and I don't have to log in every month to schedule a payment. In addition the poor set up of their online service requires you to input all your checking account detail every single time you make a payment. Fine if you carry around a check book with you - who does that any more? Furthermore, to show how backward their service is, when you do select the automated option to cancel your card they ask not where to email your confirmation too but what your fax number is. Who uses faxes any more?

Devoted customer who is sick of antiquated credit card service.

I had a bad experience with Loft and not sure if I'll ever order anything from them again. I made my order, paid for it and three days later received a payment confirmation and a tracking number.
Two weeks later I decided to track my order and see where it was. Only then I found out that my number was not working. When I contacted Loft customer service they said that they were not able to deliver to my address, so they cancelled my order and will give me a refund. Several days later I got my money back.
I'm very disappointed with Loft, they cancelled my order without my permission, they never bothered to contact and tell that there was something wrong.