Loft has some great clothes, but their "free 30-day returns" policy leaves a lot to be desired! If anyone from Loft reads their online reviews, this is a story in how to drive a previously happy Loft customer away for good.
I needed a different size in an item that was gifted to me through Loft online. My size wasn't available online, so I started to process a return on the Loft web site. There was no option to receive a store credit, which would have been perfect since this was gift. Then, they wanted to take a $10 return fee from my gift-giver's credit card if I returned the item by mail, but no fee if I returned it in store. This is non-sense, especially since the nearest Loft store to me is 45 miles away and in a place that I never go to or need to visit.
Frustrated, but out of principle, I made the hour plus drive to the store for the free return. My experience trying to return this $35 item grew from bad to worse dealing with the Loft clerk. Sparing details here about my drama with her, I didn't have time to shop for something else and I just wanted a store credit to use later online. She ultimately handed me the store credit on a piece of paper (Loft no longer has cards apparently) and THEN told me that it was only good in-store and not online. This, after I just told her my town's store closed 10 years ago and I had to drive 45 miles to get here. I asked her to cancel the store credit and refund my gift-giver's card in full. I had to argue with her to do that for me too!
Loft management, this is bad customer service and damages your brand. It sends a message that you do not support your customers.
- No longer a Loft fan - read more