LOFT

"I had a horrible experience at this Loft location, fortunately the manager, Desiree stepped in and saved the day. I placed an online order for a dress with store pick-up option. When I went to pick up the dress, a sales associate had her back to the register and was stacking shirts. I moved my purse around to make noise so she would hear me, cleared my throat, still no acknowledgement so I finally said, excuse me, I have a store pick up. She proceeded to finish what she was doing before helping me. When she brought my item out from the back, I said, "How many days do I have to return this because my daughter needs to try this on." She said, this is a final sale because it is more than 60%off. I said, "Well, when I checked out online it did not say final sale and I shop at the Loft often and it is final sale, it says it at chekcout". The sales lady said, "Well, you are in store and so it is final sale". I said, "Well, I will need to call my daughter then before I leave the store to see if this is in fact the correct size." She then says to me, "Well, you already purchased it so you can't return it". I said, "Ma'am, it did not say final sale when I checked out and did the in store pick up so if I don't have the right size, I will dispute this with your corporate office". She said, "You will have to return it online then because you can't return it in store since it is final sale." I take the bag and walk out of the store and get in my car and call Loft Corporate. I give them my order number and explain the situation. The online rep tells me that my order was not final sale and is in fact returnable in store for 30 days. While I am still on the phone with the rep, I walk back in the store and walk over to the sales lady and proceed to tell her about my online conversation. She quickly brushes me off and then trys to proceed to help another customer even though I am explaining to her that I am on the phone with the Corporate Office and they have confirmed that my item is returnable in store. A manager oversees me trying to explain this to her and of course the lady, mid age with blonde hair that had told me the incorrect policy then starts acting all nice to me and says, "well if that's what they told you it's fine." The manager was smart enough to be watching this whole thing and asks me if I have time to speak to her and I said, "Of course". The manager, Desiree comes over to me and I explain to her how my entire interaction has gone down with this employee, from the initial ignoring me when I arrived in the store and continuing to fold shirts rather than acknowlege me to the telling me that I could not return something even though I told her I had purchased it online and it was not final sale. Desiree was extremely understanding and said, "I realize you are a loyal Loft customer and you obviously know the policies, so I am extremely sorry". Desiree was wonderful and said that she would definitely see that the employee was properly trained on the pollicies and she told me if I had any issues in the future, to ask for her. I have always loved shopping at this location, but the lady I dealt with today definitely needs to be trained on customer service and the policies. If you need anything at this store, ask for the awesome manager Desiree."

"Loft is a wonderful clothing store. It offers beautiful casual dresses, skirts, tops and pants. Especially perfect for teachers. I have shopped at Loft for years. Teachers get a discount."

"Honestly terribly managed and very unprofessional employees. I saw an employee today’s yelling at a woman bc she asked her a question and the employees kicked out the poor lady bc she was speaking with a strong accent. There were many children including mine and they were very scared of all the commotion that the employee caused. It was clear I witnessed pure discrimination scene while I was there. I am also foreign and I can tell that there’s clear disgust towards me compare to other customers. Clearly it was a terrible experience."

"I ordered two shirts for pickup. That was it. Two shirts. I pick up my order and the bag clearly has my name on it, but it's definitely not my two shirts. I get home (over an hour and a half away) and open the bag that they sealed and it's a dress and a jacket. Who is doing the picking in this place that you confuse two shirts for a dress and a jacket?! Those two things aren't even close to being the same."

"We walked up at closing. They allowed us in and helped my wife find what she needed. They were kind and didn’t complain that it was after hours. This is customer service- doing what it takes to ensure your customers arrive and leave happy. Thank you Loft staff Emma and Blair!"