My experience today was completely unacceptable. The older Asian woman working the returns counter was discourteous from the moment I approached her. Her tone was dismissive, impatient, and confrontational. I consider myself a well-mannered and respectful person, especially when speaking to my elders, but respect should never be one-sided. I did not have my receipt, and rather than explaining my options or making any genuine effort to assist me, the older Asian woman made it clear she had no interest in helping. Instead, she chose to argue and speak to me in a condescending manner. Customer service should be about resolving problems, not creating them. I finally requested assistance from someone else. A younger manager stepped in, and the difference in professionalism was immediate. She treated me with courtesy, listened, explained my options, and resolved the situation without difficulty. That interaction demonstrated that the issue was never the return itself, but the person who initially refused to help. What was particularly striking was watching the older Asian woman interact with another Asian customer immediately afterward. The warmth, patience, and willingness to help were completely different from the treatment I received. The contrast was impossible to overlook. No customer deserves to be spoken to with hostility or made to feel like they are an inconvenience for asking for assistance. If you choose to work in retail, professionalism, courtesy, and consistency should be extended to every customer, not only to those you choose to treat well. The younger manager ultimately salvaged what otherwise would have been an extremely unpleasant experience. read more

If there's one word to sum up this location, it's chaotic. The only reason I gave it 2 stars instead of 1 star is because last minute, the employee honored my request of giving me my birthday discount despite the discount showing up in my email inbox (I was a LOFT member and received ALL emails except my birthday email - not sure why). I made a few pitstops for my birthday and LOFT was one of them. I have to say that this was the WORST pitstop that I made this day, as I felt a bit on edge when an Asian cashier with short hair was "helping" me out. I'm not sure if it's a cultural/background difference or upbringing (I'm also Asian), but I felt that she was extremely short and condescending with me any time I opened my mouth to say something. For example, I requested that I'd like to buy the dress I currently had in my hands in a larger size (I was going to exchange or return the dress I already bought in Size 8, but I wanted a Size 10 if available in the store or online. When I told her this, I felt "attacked" when she's like "it's not in the store, it's online" and I told her simply that I could buy it online. She then again rudely was like "it's not in the store". And there were many statements following that were similar in pattern where I'd say something and she'd talk over me. At this point, I was like "wtf" because I obviously mentioned that I was okay buying it online. It was like every time I said something ro answered her, she hit me with words that made NO sense to my past statement - like she wasn't even listening to me or she was trying to talk over what I say. I got so annoyed to the point where I tried to ask a different employee for help, and that employee seemed extremely confused. There was also a line behind me and two cashiers at the register, but only one cashier was helping customers at a time. When the customer behind me asked if there was another cashier who could help, an employee walking by looked confused and "tried" to fetch somebody, but ended up getting distracted by a different customer. It's like the employees here do NOT know how to work in customer service - they're either rude or somehow confused. I felt extremely uncomfortable and uneasy throughout my entire transaction and told myself I'd never come back. However, I am honest with my word and will add that it was nice of her in the end to manually give me my birthday discount that didn't show up in my email inbox so I will give this experience one star up. I do wish we communicated better, but I'm not sure if it was a cultural difference (the way she was talking was naturally just more "short" or "blunt") or if she is actually just a rude person because she was somewhat trying to help me but it was also coming off very rude. Regardless, I will never be coming back because I don't like to feel this level of discomfort when shopping, but I do appreciate the gesture she did for me in the end. read more

I love this store because it's a stand alone and doesn't take long to get in and out making it practicall, until their sale rack was rearranged by color instead of sizes, waste of my time!! Who shops by color?? read more

I made a purchase online and had to return it, today the associate #5212632 (no name tag worn) was very unfriendly as the other lady she was working with tonight also, that lady helped me with my return last time. I should be able to return something and be treated with a friendly attitude, just because I returned something doesn't mean I wont be back to make another purchase but the way you made feel today I seriously doubt it! Customer service should be #1 weather I make a purchase or do a return I could be a repeat customer. Kindness goes a long way, try it! read more

I believe the hiring manager goes out of their way to hire cashiers who are unfriendly, condescending, passive aggressive, incompetent and showing early signs of dementia. Every transaction is difficult for them and it makes the shopping experience painful. I only go to this location because I love the clothes and it's the closest to my home. The customer service is so bad. Please do better. read more

I had an online order and came in to return my sweater that was damaged from me washing it the first time. I hadn't even worn it yet. I washed it according to the instructions on the tag and it pilled a lot. The online customer service rep said that I could return it either online or in the store. I chose the store return. The store associates (3 of them) came over and ganged up on me and accused me of lying and said I damaged the sweater myself and wouldn't give me an exchange. It was extremely disrespectful of them and they kept saying I was lying to them- why would I lie about something that costs $40? It wasn't like it was an expensive sweater. I also wasn't angry or yelling- I was cordial the entire time because I was so taken back by the accusations, I was speechless. It was so traumatizing I went into my car a cried. I normally don't return anything, this is the first thing I have returned in ANY store in years. This is probably the reason why people don't want to go to brick and mortar stores anymore- they don't want to deal with bad customer service. I worked retail my whole life and have never encountered such treatment like this. It seems like this location has customer service issues. Don't shop here. Go to Nordstrom Rack or another location. read more

On an impromptu visit to Loft I was surprised to see 50% sale signs! Sweet! Did a B line to sale section hoping to find items in my size and was happy to find options. The sales women were super friendly and helpful in trying to find pieces I'd like. The dressing rooms were spacious and clean. The service excellent and the value for what I found Perfect! Definately coming back! Thank you! read more

I am surprised to read some of these reviews. I've only experienced wonderful customer service and friendly staff. Maybe a few times I've had to wait in line a little longer than usual due to heavy volume of customers. But the staff jumps all over it to try to expedite. This store is always very clean and well-kept. When I haven't found the size I need, staff are willing to look for items in other locations. read more

Shannon is such a kind and caring associate who is amazing at her job. She was very diligent in helping me find the perfect pants in my size, and even though I came near closing she was very sweet and helpful. Customer service like her's is incredibly rare to come by these days and I really appreciated how tentative she was. Thank you so much Shannon, because of you I will definitely be returning!! read more

I am not sure what their policy is at this particular location. I ordered a shirt online and it didn't fit so I exchanged from a small to a medium and bought two more shirts. When I went home I looked at the receipt and realized they had charged my an extra $7 for the shirt I exchanged all I did was exchange the size. Made no sense to me all I can say is look at your receipt and pay attention when they ring your items up. Something is not right with their pricing there. Darn shame too since I love their clothing items. read more

1 star Customer service 1 star judgment what I was wearing btw it was a sweater and jeans Nike shoes. 1 star lack of sizes in the store I left and took my business to Nordstrom rack across the street and spent $300.00 your loss. read more

This Tustin location was a nice experience. Chelsea and Marla were very helpful. I appreciated them.

It pains me to write such a low rated review but this LOFT location is just needing a lot of help, customer service and management wise. I come here a lot because it's the closest one to my home but I much prefer the one in the Spectrum. I also come here because I have to return a lot of items to the store that I've ordered online (and not have to pay the return shipping). The store is clean and fairly well organized. It's spacious enough that you aren't bumping into people while browsing. I never receive a greeting when I enter the store and even if I'm near the cash register area. The staff are obviously not trained at the same level. I've had issues with the shorter haired woman who I believe is the manager. She doesn't know her stock and isn't helpful when processing returns. She makes excuses as to why the return couldn't be processed (the system is new, it can't take two receipts, etc). When I asked her about an item that online said was in her store, she claimed the store never received it. I found it after much searching and when I told her that I found it she says, oh was it where I thought it would be? Um, you said you never received it honey. The customers at this store treat the fitting rooms like trash. I found one room that was open but there were clothes all over the hanging rack and on the bench. I started to try something on and this angry knock on the door startles me. A customer who just left said pile of clothes was looking for her sweater that she left behind. Instead of being nice, she acted like I inconvenienced her. The woman was a brat and if this is the type of customer that LOFT wants, I won't be shopping here. Overall, I will be thinking twice about shopping at this LOFT. It needs a lot of help and I will return when some changes are made. read more

I've been a customer of the store for over 20 years. although their associates are very friendly and helpful there's one particular lady that has no customer service skills whatsoever. disassociate continuously fails to meet customer expectations in terms of service quality response time and overall customer experience. She makes the experience complicated for any customer to the point where after watching her make the transactions twice because she wanted to make it complicated in the system I chose to live in merchandise I want to buy and walk out of the store. Unfortunately this was not my first experience with this associate. I had the exact same experience when she used to work at the Irvine spectrum. I hope the company takes the necessary steps to improve the service that these particular associate provides 5201113. read more

The President's day sale was wonderful I purchased several items that were on sale The staff is friendly and helpful. I was surprised at how many things we on sale and available in my size. read more

Thank you Haya at the Tustin Marketplace Loft store for your patience with me. Haya was amazing when I came in to return items from an online order, she was super efficient. She encouraged me to look around the store because everything was on sale. I found something I liked but the store didn't have it in my size so Haya again helped me order the item online to ship to my home. Not only that, she helped me use both my birthday coupon and the store discount. She was super kind and friendly, and very efficient with the transactions. Haya truly took care of me today, thank you Haya! read more

Four stars for a great staff, but two stars for the selection of petite clothes. The location in Cerritos mall or Brea has a much bigger selection for petites. Just a heads up, when the store has their sale, online will probably give you a better price. I bought a red dress that was not on sale at the retail store, but online had it for 50% off. After pulling up the proof on my smart phone, the sales manager was nice enough to honor the discount. I wanted the dress so badly, I was going to buy the full price, and repurchase it online and return it to retail for full price. read more

I love shopping at the Loft because I know my size and always get great deals. I'm always browsing online and adding to cart. The other day I was in the area and decided to walk in and see if the stuff in my cart was available on the racks. I found most of my items, and helped myself to a fitting room. Nobody offered to help me. I noticed that the discount online was 60% off clearance, but only 40% off in store. I asked and they told me they would match it. I also had an additional $25 off that was combinable with any other offers. Well, the sales gal rings me up and then I wanted to split the purchase with some cash. It froze the system and she had to start over. The manager comes over and keys it all in and the total doesn't match up to what it was previously. I had taken a screen shot and shared it with the manager. She told me she was unable to use my $25 credit because she was already over-riding the in-store discount to match the online prices. My argument was that had the computer not froze, I would have gotten the savings. But she would not honor it. She said she would help me on the side so as to keep the line going and then said I could buy in store and pick up so as not to incur the shipping charge. I told her that didn't matter to me, because it's still cheaper online because it accepts the $25 off coupon. Then she told me I could buy this one sweater I wanted at the store, and exchange the size when my shipment arrived. She wanted the store to get some credit for the sale but in the end I purchased it all right in front of her on my phone. It was a huge waste of time and bad customer service. I think I will just stick to shopping online. read more

I just went to this location and I didn't know they closed at 6. I got to the door and a white lady was in front of me waiting for the door to be open I was about to go in when the Loft lady who opened told me it was close! I told her I just need to return something like her.. she was like "oh she was here earlier" So the lady ahead of me could done her return but not be‍ It's crazy!! read more

I must say, the entire staff here seem to HATE their job. So incredibly rude to customers. Look, I get it, working in retail sucks, but honestly there's no need for that to be evident in your treatment of customers. I felt bad for the woman in front of me in line, she was being treated with such snarkiness and disdain simply because she noticed that there was a price difference of an item online. It's rare that I'm ever in here and the staff are at least kind and patient. Figure it out, ladies. read more

They just lost a good customer just because I was in a hurry and didn't hang the pieces I had tried! The lady responsible for the fitting rooms was super rude and ignored me when I thanked her... embarassing and funny at the same time as it's suppose to be her job and I am a customer!!!!!!!!!!!!!!! Really bad attitude from your staff LOFT, and unfortunately I have to say it was not the first time I saw that from them, but the first one with me.... and last! read more

I'm not embarrassed to say that I frequent the Loft at age 27. My friends give me grief, saying its for older women, but then compliment me on my cute jeans. Ha! Anywho I can see why some people might say the customer service could be poor, only because of one lady in particular. But the rest of them truly are the best! I get greeted by my name every time I walk in. The lady's are always telling me when new product has come in. Also I have never had a problem with returns or exchanges. The best part is I get email coupons all the time as well as $10 off every $200 I spend (I might be wrong on the exact number). If you've had a bad experience here I would say give them another shot. Chances are you got the sassy young women with short black hair. But the rest really are a fantastic Loft team. read more

LOFT - My favorite outfit this fall - Women's Clothing Near Me - Tustin, California

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Ordered online 3 dresses at my usual size which is XS. Unfortunately, those were a little big to me. Rosa didn't bother going back and forth and tried her best to help me find a smaller size which fit best on me. I've been at some different locations, but Rosa is the best who is very friendly, kind, and helpful. If you have a chance to shop here, you should come to say hi to her and her smile and enthusiasm will bright your day. read more

Surprisingly, they have great maternity styles! This store is easy to access in the Market place so you don't have to fight the usual crazy mall traffic to get to it. Definite plus! I can browse this store on my way to Sprouts which makes it so much easier to find good items on a regular basis. Many of the maternity finds from Loft are actually items that I think I will wear again after my pregnancy which is great. I got a few loose dresses that I've been wearing on repeat to work with black tights and cardigan. The quality of the clothes are great. I also got one pair of maternity dress pants with a high belly band and the material seriously feels like silk on my skin. The difficult thing is maternity sizes go really quick and the section is small so I end up buying most of the stuff online but it's nice to go into the store to be able to try on certain items. Negative for this store is they are somehow very very busy so sometimes the check out line is extremely long. Other than that, everything is fabulous! Definitely recommend stopping by this place! read more

I love ann taylor loft and I like the layout of this store, but I was extremely disappointed by the poor customer service. There were 5 associates working when I walked in today. The most disappointing part of my experience was that I waited more than 15 minutes to check out at the register. There was ONE sales associate working at the register. The other four walked around store, obviously not doing anything and did not even consider coming to the register to help. I was even more annoyed when a woman clearly cut in front of me at the register and the sales associate saw, but did not saw anything and helped check her out. The woman who checked us out was rude and did not even mention anything along the lines of, "I'm sorry you had to wait" or "how was your shopping experience today?" She was aloof and curt throughout the entire transaction. Unfortunately, I will not be returning to this location. Worst customer service I have had in a long time. *I do want to note that there was one very friendly associate working in the back room. read more

I only go to this store because it is the closest to me. I have made multiple visits to the store during the past few months and was disappointed with the customer services every time. I think today was my last visit. 1. It is not clear who actually works at this store. They don't greet customers and do not move if they see a customer trying to get around them to view merchandise. 2. The staff doesn't attend to the dressing rooms. Three times I had to get completely dressed and go looking for clothes in other sizes. One time I passed a worker and told her I still needed the dressing room because I needed other sizes. She did not offer to help. I thought that maybe the staff wasn't trained to do this, but I realize that they must have been to stores in their lifetime and understand customer service basics. 3. There is always a line at the register and often two staff members working on the same transaction. Why are there only two registers? 4. The two stars are for the organization and cleanliness of the store. read more

Loft has a pretty good selection from business, business casual to everyday casual that fits me pretty well. If anything, Ann Taylor is high end clothing, Loft is the middle, and Ann Taylor Factory is the tail end. It used to be called Ann Taylor Loft, but somewhere along the way they dropped the Ann Taylor name and became just Loft. I usually shop online, but I come to this location from time to time because it is one of the closer ones for me to return online stuff, and it is usually well stocked for when I do come here to shop. However, I have NEVER been greeted when I enter the store, I RARELY get asked how I'm doing when browsing, and I RARELY get the "someone will be right with you" or "I'm sorry for the wait/thank you for waiting" when waiting in line for a register to open. For example, on one occasion, there was only one sales rep helping a customer at the register. I was the only one waiting, yet after I made eye contact with that sales rep as well as 3 others that passed by me, NO ONE said a word or even made a smile. After waiting for 5 minutes like a doofus (and 5 minutes is long when you're just standing there), I was ready to unleash my bitch when the one at the register finally said that another rep will soon help me. The customer service at the Spectrum location is slightly better than here, but I really liked the one in South Coast Plaza. I'm so sad that that one closed. Rings true to the saying "all good things must come to an end". read more

Why is it that every single time I shop here the stuff that I like is the most expensive items in the store and are never on sale? Hrrmm? I was greeted at the door, but other than that, zero customer service. read more

Bottom Line: Very Poor Customer Service. I have visited this location at least 10x over the past 6 months because it is close to my home and next to my fav store , black house white market and EVERY time I am totally ignored!!! I have visited on different days at different times so I know I am not just getting some "off shift" Also that part that irritates me the most is that each time there are ample employees on the floor. I will also say that each time I visited (including today) I spent approximately $200 so I am NOT a waste of their time. I firmly believe that I am being ignored because I tend to come in very casual clothes( picture grocery shopping/workout outfits) and not in corporate gear since I tend to shop before the gym. Also the last two times I visited I counted all the employees who ignored me, and the average is 5 in this TINY store!! what were these workers doing?? Not helping me or working the fitting room nope they are chatting with each other, helping better dressed customers, or merchandising. Today was the icing on the cake, I walked around the store carrying at least 20 pieces of clothing to try on, and I walked past 4 employees who were placing products out and talking to each other and NOT ONE offered to help me! Then at the check-out I was asked who helped me, and I said MYSELF! Perhaps I am mistaken but I thought CUSTOMERS were the focus in the retail biz, not each other or having ALL employees on merchandising. I think the mgmt has the wrong focus and they are missing the mark. I decided today that I will not visit this location again and will do the drive to another Loft to spend my lawyerly money each month! Loft employees, don't judge a book by its cover, not everyone with a great career is always dressed to the nines. read more

Rachel, short hair with bangs, at the cashier is the worst. She talks too fast and is very patronizing and rude. I went to the store for a refund and unstappled my Loft receipts. She snapped at me and said "there's a reason we staple the receipts. " this is the second time it has happened. Ruined my experience. Like the store overall but hate her customer service. Rachel needs to be fired! read more

Finally!!!! Thank you Loft for redeeming yourself!!!!!! I have been a long time LOFT customer and the past two years have been so disappointing. Poor management, poor associates, horrid customer service - disappointing all the way around. I almost gave up shopping there. I had received a birthday coupon plus some rewards and decided to give the store another chance. As soon as I walked in the door I was greeted by a very friendly "welcome! "I was shocked. It literally had been years since someone had greeted me when I walked through the door. As I continued to browse around a very sweet lady, I believe her name is Geo, asked if she could help me find anything and then assisted with finding my size from the stockroom. As I was browsing around another associate gave me a very warm smile and asked if I was finding everything OK. When I made it to the fitting room there were two women who greeted me with 'hello'. I asked one of them "what have you done differently with the store? "I laughed and explained that I was so pleasantly surprised by the excellent customer service and it being the Loft that I remember. Shannon introduced herself to me as the new temporary store manager and I also chatted with Angelina. They were both so pleasant and welcoming. Keep up the good work ladies!!! I'll be back for sure. read more

Cute clothes crappy service. I had to ask people if they actually worked there to get them to help me.

I've never been disappointed by the customer service I've received at this location. I'm an avid ATL shopper, and I love the selection of clothing and accessories at this location. Every time I go in the floor is fully stocked and if I can't find my size the associates have always offered to check the back or another store for me. I honestly can say that I get 5 star treatment from a store that I wouldn't necessarily EXPECT to do that. I can tell that the store has good management and maintains high standards at all times. The only thing I would say negative is that I can't wait for them to move from their temp location back to the old store though, because there just aren't enough fitting rooms. read more

I love love shopping at loft, but not at this store. I live so close to this store that it makes me sad that customer service isn't better here (with the exception of a couple ladies who have been extremely nice and helpful). I usually will go to Irvine Spectrum's loft if I'm not feeling up to get bad customer service or sassy attitudes every time I have to return an item. Like I said, there are a couple ladies who do a wonderful wonderful job and keep me coming back when they are working!! But honestly, I'm just sad that service isn't consistently good here. read more

I went to the store today and there was about 4 people inside including me and 3 or 4 people working. I waited about 10 mins because all of them were huddled having a meeting around 5:30pm???? Everytime I go into this store I never get greeted or asked if I need help. I finally got someones attention and of course I was told to hold on. I finally went into a dressing room with no help of a sales person and as I was trying on clothes, no one ever approached me asking if I need another size or if I need help. All I heard was this lady telling her co-worker, "this is my number one priority (getting all the clothes people tried on back to the front of the store). I really wanted to say as I was in the dressing room, maybe your number one priority is to help customers. This isn't my first time coming here, I just go here because it's a convenient location for me. There is only one thing they are consistent about, the lack of customer service. read more

I love Ann Taylor but this Loft location disappointed me. The customer service was really bad. I walked into the store and went totally unnoticed for about 30 mins while I was there. I purchased some items and ended up returning more than half of the items. Don't think I'll be returning to this location again. read more

A smaller LOFT with a decently-sized petites department. I'm a total LOFT girl and pretty much all my stuff comes from this store and the one in Brea where I work. I'm a bit confused about the other low reviews because when I come in the customer service is top notch and similar to my experiences with other stores of this chain. Now they're not following me around and asking to help me every five seconds but they're quietly attentive. If you need help, just ask one of the ladies and they're yours. I prefer that approach myself as I come in and kinda know what I'm looking for. read more

Loft has always been a favorite of mine because it has such cute clothes and in my size. I visited this LOFT location for the first time a few weeks ago and unfortunately had to wait around and approach the retail team again and again for help. I went back to return an item and it was the same level of unpleasantness. The ironic part is I stood in front of an associate for a few moments and instead of acknowledging me, she loudly approached the customers who were on the side still browsing. The customers apologized to me for going ahead of me in line but she could have cared less for me standing there. The cherry on top was the retail associates whispering to her colleagues to "greet" customers and to help them while she couldn't even be bothered to help me. desk associate: 6824778 read more

Ann Taylor Loft is a women retailed store that caters to women of 20 and above. I have been an Ann Taylor Loft fan for many years due to great prices and styles. It is one stop shop clothing store for casual, business and semi-formal attires. They also, have accessories and shoes to match the outfits. The reason for the four stars instead of five is because I did not get customer service what so ever on the sales floor. Where are the workers? read more

Friendly service as always. People that have written bad reviews are too hypercritical. Life is not perfect and neither are we.