I have loved LOFT for years. Truly, years and years of loyalty, shopping both in store and online. It has been one of my go to places for timeless, stylish pieces.
Today, I stopped in to return an online order. I walked in behind what appeared to be a grandmother with her grandkids. As I entered, a young staff member said a quick hello. I approached the counter, expecting the usual warm and helpful service. Instead, she avoided eye contact, slowly made her way behind the register, and did not offer assistance. She simply stood there, pretending to stay busy, not acknowledging me further.
I let her know I had an online return. There was no smile, no warmth, just a noticeably annoyed expression. Without a word to me, she called out to another associate, saying "She has Haven, she has Haven" like I had brought in something problematic. I got the sense that returns from that brand might be more complicated for them, but the tone and delivery made it feel unnecessarily tense.
The older associate came over and immediately turned to the first staffer and asked, "Does she have a receipt" as if I was not standing right there. The two of them sighed and exchanged frustrated glances, and I found myself wondering what I had done wrong aside from spending a significant amount online.
They processed the return, but neither of them was kind or even remotely pleasant. I felt judged, unwelcome, and honestly, a bit ashamed. After the return, I wandered through the store for a few minutes and could tell they were still talking about me. I even overheard one of them say, "Why do they even sell Haven"
It was incredibly disheartening. I did not feel like I was in a safe haven at all. I left feeling disappointed and disrespected. I understand that retail can be challenging, but kindness and professionalism should always be part of the experience, especially from a brand I have supported for so long. read more
