LOFT — Local services in North Brunswick Township

Shopping here is usually a very good experience- very clean & well-organized store, helpful & nice associates, and a great selection. I shop at Loft a great deal and deserved a much better experience today. Stopped in to pick up three buy online, pick up in store orders. Took forever for the African American girl to “check them” in, and she didn’t even think to ask my name before to get them (?!). She then proceeded to do the 8 returns I had across 4 receipts, all which were on my Loft card. She didn’t seem to know that she was doing because it took a really long time for get to return things and then I realized she was doing them one at a time! I asked if she could please do all the returns on 1 transaction. vs. separately as they have done that at Loft for me many times before. She said “No, you can’t do that, this is the way I was trained.” Very Miss Know It All and didn’t even bother to ask a colleague if it was possible. I told her that wasn’t very efficient. I think a more experienced colleague realized it was taking her a really long time to do a basic transaction and checked in. I asked her if the returns could please be done as one as I had used my Lord card for all and tue first associate got miffed and gave her colleague the handheld register in the middle of get transaction and walked away. Beyond bizarre to get so mad about something, especially when clearly was in the wrong. Then another associate came over and asked what happened and took over and had to figure out where the transactions were in the process. Low and behold, ste was able to do them all as 1 transaction. This is the 2nd associate in the last few months that didn’t know returns with a Loft card could all be done as one transaction, so this store could do a better job of training associates on this. And part of the problem with returns taking so long at Loft is how many different steps there are…. you gave to give your phone number, wait to sign, etc. Should be much easier with a receipt, like Macy’s, etc. The initial person who waited on me today won’t last very long in retail of she continues with the bad attitude and poor behavior. I’m not in a hurry to return...

Last night, I stopped by LOFT about 15 -20 minutes before closing to quickly browse for an outfit. When I walked in, the employee on duty saw me but did not greet or acknowledge me. A few minutes later, a group of Spanish women and their children entered, and the same employee became noticeably more engaged she warmly greeted them, helped them find outfits, and assisted them in getting a fitting room. Meanwhile, I stood nearby with an armful of clothes and was completely ignored.

This isn’t the first time I’ve experienced this kind of treatment at this location, and I know others who have had similar encounters. Several friends and colleagues have shared that they too felt dismissed or overlooked while certain customers, often of the same background as the staff, received significantly friendlier and more attentive service.

The consistent pattern of preferential treatment and disregard toward customers of different racial or ethnic backgrounds, particularly from some of the Spanish-speaking employees, is deeply concerning. It creates a hostile and unwelcoming shopping experience.

I’m sharing this feedback because I believe every customer deserves to be treated with respect, courtesy, and fairness regardless of who they are. I hope this is taken seriously and addressed...

Wanted to share that Tamara was on the sales floor, greeted me from the moment I came in. Almost immediately, asked me if I needed any help with anything & Made some suggestions based off what I was looking for. She was super attentive, but not hounding me. She started a fitting room for me and when I was trying on clothes she was bringing and exchanging clothes for me. Was very happy with her customer service.

Customer service is something that I find is lacking in a lot of retail nowadays, so I am thankful that Tamara was working when I was there shopping. Thank...