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Loft / Ann Taylor
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Loft / Ann Taylor
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1.4 49 Reviews

Loft / Ann Taylor Complaints Summary

5 Resolved
44 Unresolved
Our verdict: With Loft / Ann Taylor's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Loft / Ann Taylor reviews & complaints 49

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4:50 am EDT

Loft / Ann Taylor Access denied

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

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8:25 pm EDT
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Loft / Ann Taylor Denied access to website from Switzerland

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

Desired outcome: Get access to the website

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5:34 pm EDT

Loft / Ann Taylor Clothing

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.

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Quannell Johnson [They/Them]
Quannell Johnson [They/Them]
, US
Sep 21, 2020 8:48 pm EDT

Hi LLR0428,

I have read your note here about Loft clothing. It sounds like you bought an item and wore it for over 40 days, and then wanted the store to let you return it? Many items of fashionable clothing are only in fashion for one month of the year, if companies allow unlimited returns they would be victimized by unscrupulous customers. I'm not sure exactly what you mean by "work with" in this context, are you expecting the policies to be changed to not defend the franchise? I'm sure that the employees of this location would work with you to sell you something that is in fashion this month!

I hope this clears things up!

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8:05 pm EDT
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Loft / Ann Taylor Stud earring purchase

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.

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11:27 pm EST

Loft / Ann Taylor horrible manager

I was recently at Loft Lynnhaven Mall Virginia Beach, Va. They have a pregnant lady and she is rude and lazy. All she does is stand behind the register and will talk your ear off but won't do anything else. This particular day I went right after work and there was another manager, an Asian lady, and she was ringing up the guests and was working as hard as she could. The pregnant manager was standing there doing nothing and was letting the other manager do all the work. The pregnant woman then all of a sudden said she had to leave to go home while there was a huge line! How are you going to be a manager and say you have to leave right when it is so busy. Anyways, I didn't catch the pregnant lady's name but I wish I did because she needs to be fired! Loft Lynnhaven if you are reading this you need to get a new manager!

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10:38 pm EST

Loft / Ann Taylor horrible online and customer service experience

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!

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3:25 pm EDT
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Loft / Ann Taylor rude sales associate

I have been shopping at The Loft for many years. The store closest to my home is the Westport Ct location. I always receive excellent service at that location. I was visiting my sister and went into Ann Taylor Loft in the White Plains mall. The Sales associate who checked me and my sister out was the rudest cashier I had ever seen. Her attitude from start to finish was horrible. The reason why I am writing is the last comment she made to us. I had earlier in the month purchased the The loft cares card for Breast cancer. When I declined to make an additional donation the sales associate made a rude comment implying that I was cheap. I was very embarrassed. I work in the retail world and if one of our cashier treated a customer like that we would be reprimanded or terminated. I think this sales associate needs additional customer service training. I do not have her name but I have a Desk associates # 454372 at Store Number 01771. 9/26/2019.

I hope to hear from you soon. [protected]@icloud.com.

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4:19 am EDT
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Loft / Ann Taylor Website - no access!!!

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

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Aadeela
Geneva, Geneve, CH
Jan 04, 2022 1:32 am EST

Same in Switzerland and cannot acces. Says access to the webserver is denied

K
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Kate Longo
, US
Apr 25, 2021 3:54 pm EDT

I'm actually having this problem in the States too!

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Fb33
Bundoran, IE
Apr 13, 2021 1:17 pm EDT

Same, in Switzerland and cannot access!

M
M
Mar81
Ticino, CH
Jan 28, 2021 8:11 am EST
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Hi! Did you get any reply on why we cannot access the website from Switzerland?

A
A
Andra Toma
, US
Dec 06, 2020 3:14 pm EST

Could you find out why you can‘t access the site? I live in Switzerland too and I have the same problem.

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U
2:25 pm EDT

Loft / Ann Taylor unpleasant experience at the loft in brooklyn heights, corner of montague and henry streets

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

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11:59 am EDT
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Loft / Ann Taylor jeans

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).

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4:50 pm EST

Loft / Ann Taylor "loft' merchandise credit

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]

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8:25 am EST

Loft / Ann Taylor customer service in reference to late fee on account

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.

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LMB63
, US
May 29, 2019 7:03 am EDT

I made a purchase in late December 2018 and when the bill came, I was traveling. I paid the bill, however it arrived 4 days late to the payment center, which I was unaware of. I got a late fee the next month and called on it, and was told my check probably hadn't posted yet and to disregard the bill. The next month, I get another bill, now with more late fee's, so I contact the service center, give my routing number for my checking account to pay my bill in full. The next month, I get another bill and late fee, stating the money was removed from my account after the due date, so I again accrue a late fee. I call again, give my routing number and pay the bill in full. Guess who got another late fee this month? I will never shop here again. I have overpaid on the bill I sent in, as I can think of no other way to right this situation, especially since I have been assured numerous times my balance is zero by Ann Taylor, only to receive more late fees. This is a scam. I have contacted a lawyer, lodged a better business bureau complaint and am contacting the Attorney General. Horrible customer service.

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3:08 pm EDT
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Loft / Ann Taylor Return Policy

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.

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4:33 pm EST

Loft / Ann Taylor changing order delivery address

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

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11:06 am EST
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Loft / Ann Taylor unethical behavior

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]

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8:49 pm EST

Loft / Ann Taylor sales associate in alderwood mall #1460

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.

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nowmaildale@gmail.com
, US
May 19, 2018 7:24 pm EDT
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Ann Taylor -White Plains. Terrible in-store customer service .

I had two terrible experiences here.
Both had to do with the attitude of the sales associate and manager.

I went to return a top I had purchased in store for $80 as I had purchased the same top/ size online for $50. I did not have the invoice for the higher priced item but did for the lower price item. The sales associate credited me $ 50. Did not show me the amount before processing the return. I brought it to her attention. She told me the tag matched the article number on the credit card. This is when she started giving me attitude, acting brusque and wanting to get this over and done with. Her tone was distinctly condescending.

She called her manager and I got the feeling it was the two of them against me. They wanted to help each other look good and did not care for the customer.

I asked them for their names and if they have any name tags, they said no dismissively. There was nothing more for me to do but walk away. The sales associate dismissed me with a sweep of her hand and laughed as I walked away. No apologies from either of them .
I felt very belittled and of course, they ruined the rest of my weekend. No attempt to resolve the issue. My main gripe is the attitude and her dismissal. No sympathy was show and the manager is just a bystander and conspirator.
I had a similar experience with another sales associate in the same store.

Please provide adequate training to your employees and managers before they can face customers.
Also name tags .
I shudder to go to that store again.

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2:56 pm EST

Loft / Ann Taylor credit card payment issues - backward service

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.

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1:00 am EDT

Loft / Ann Taylor I'm very disappointed with Loft

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.

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12:00 pm EDT

Loft / Ann Taylor Order returned to sender no help offered

I placed an order through loft.com on 10/3/16. I received a shipped order notification on 10/5/16. When I went to check the status today, 10/17/16, I noticed that the package had been wrongfully returned to sender. Having previously received an item from the same order (there was a split shipment), I know that my address information was correct. I contacted loft.com through chat and was advised to contact FedEx even though Surepost / USPS was involved. At no point during the conversation did the representative offer to contact the shipper on my account. I was then advised to contact loft by phone to reorder, which means that they will charge my credit card again and credit me once the original package is returned. I find all of this to be terribly inconvenient and aggravating. I receive little apology and sub pare service to a problem I did not create. Buyer beware, if something goes awry with your order do not expect loft.com to step up and provide even mediocre level service. Disheartened and will not return.

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9:17 am EST

Loft / Ann Taylor just lost a long time customer!

I have been a long time customer and a big fan of Ann Taylor, until they screwed up everything. Since I was a client they gave me a coupon with a 50% discount. So I ordered some items and applied my coupon code. Later I received a confirmation email saying everythig went well and they charged $350 from my credit card. However, when they shipped out my order, they charged my card again! So, in total I paid $700 and coupon never worked! I never authorized them to charge me that much and yet they charged me as if nothing happened. I called them many times and still have not received my refund! Nice job AnnTaylor, you just lost a long time customer!

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