LOFT — Local services in Southbury

Disappointing Experience

I recently visited the LOFT brick and mortar store in Southbury, CT. I must say, it was one of the worst retail experiences I've ever had. After a 30 minute drive to the actual location, I walked into an empty store to follow up on an online order. I had called prior to the drive explaining that I had placed an online order or pick-up but had not received confirmation that the order was ready for pick up. The sales associate on the phone had no record of my order at all. She agreed that if I came into the store they could look further into the order.

When I arrived and explained my situation, I was told that because I did not receive an email with “your order is ready for pickup” there was nothing that they could do. I then stated that my bank account was going to be charged without any product. I was told that no charges would be made to my account until the clothing was picked up. The staff seemed completely uninterested and unwilling to look further into my order, and even a bit rude. Instead of assisting me, they rolled their eyes and pointed in the general direction of the clothing racks. I felt completely ignored and unvalued as a customer.

To make matters worse, when I reached out to the corporate office for a refund on my order I was told I needed to wait 4 days and the order will automatically cancel.

Instead of a friendly smile or a simple "thank you," I got a rushed transaction with no acknowledgment of my presence.

Overall, my experience at Loft was incredibly disappointing. I will no longer be a returning customer and would not recommend it to anyone looking for good...

Terrible experience. I came in knowing exactly what I was buying, because I was in the store two days ago. When I walk in, granted it’s 5 minutes prior to close, but that doesn’t mean customer service turns off 5 minutes early too. This woman (wouldn’t give her name, desk associate #445452) locked the door to let me know they are closing and I asked saying “hey one of those is still unlocked, right, so I can get out of here when I’m done?” And she comes back with “yeah you can leave now” and I was like “oh I’m still shopping, just need a few minutes” and she says we are closing soon, and so I head to the counter to pay. as I headed to the counter to pay, she goes into the back of the store to hide. When closing time came around (2 min later) she came out of the back to ring me up. I work in customer service so it’s a huge letdown when I’m courteous to make sure I’m out at closing time and instead of being presented with politeness back I get told to leave- bless her heart, she wouldn’t give her name, so now I really know she is embarrassed. I hope no one else has to deal with being told to leave (regardless of what time) I almost regret giving them my money, but I will from now on be driving 30+ minutes instead of 3 to Ann Taylor Loft, because customer...

Been coming to this store for 3 years! In the beginning it was ok. But these past few months I’ve had a wonderful experience! All the ladies here are very kind and helpful! 🙏🏼 I will be shopping here always. Gap has lost me as a customer! Due to the lack of customer service and...