LOFT

I came in to return a gift for merchandise credit. When I approached the counter, the lady who helped me asked if I wanted to browse the store for any replacements. I was pressed for time, since I was on lunch break, and I told her «I don’t think I’ll have enough time so I’ll just get the credit.» She then responded, «Okay…» in such a rude tone. She didn’t have to roll her eyes, but her tone said it all. So I thought maybe she was just having a bad day, until she saw a familiar customer and greeted her with a smile. The whole transaction was curt and abrasive. Even when she gave me my credit and receipt, there was no «Thank you» or «Have a nice day». Why work in retail or customer service if you have such a bad attitude? The only friendly one was a younger employee. Like other Unilocalers, I would rather go to the Irvine Spectrum store.

I love this store! I’ve always had the best customer service. Sometimes when it is busy, it’s harder to find someone to help, or the checkout line might be a little wait, but they always apologize for the wait. I had to write this good review, since it seems people have had experiences other than mine! I’m so surprised! I stop in all the time, and with the discounts for having a credit card, you can’t go wrong. Super cute, great price. Pleasurable shopping experience all the time. Even if I have a lot of returns, they never show any frustration or make any comments. They process the transaction with a smile! The Irvine Spectrum store is nice too — but this one is closer to me, and I have never had a problem. They offer to ship an item for free if they don’t have your size in the store, and the sale section always has a great selection.

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.

I agree with all the BAD reviews, and would rate this store 0 stars if I could. Went in today to return a couple items I had purchased from a 10+ item spree less than 2 weeks ago. Didn’t have a positive experience that day either. I’ll have to update this review later with the woman’s name, but she’s pretty horrible. Haven’t seen a smile on her face yet, and don’t expect to. Why do you work in customer service if you seem bothered by a customer asking you a question or opinion? anyway, apparently one of the items I was trying to return wasn’t on my receipt, so she made it seem like it was my fault and asked why I hadn’t called them the same day to correct THEIR mistake. The dumb young girl from my original purchase charged me for one item twice and missed one item, but somehow this is MY fault? She acted like she was doing me the favor of a lifetime by crediting my store credit card and not just giving me a merch credit. Pretty ridiculous, especially since I think this woman is a manager. I’ll definitely avoid this store in the future, even if it means having to drive a bit further. I may even call corporate because people like that do not deserve to be in management. And loyal customers like me don’t deserve to be treated like crap.

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.

Love this store and the great customer service, I alway receive. I live closer to the spectrum, but will drive to Tustin instead.

I LOVE Loft styles and generally they are cool and comfortable. However, this store location is the WORST. I lived nearby so used to shop there regularly, but even if you call them for a stock check they are snippy and seem like they can’t be bothered. I have to say that staff of the store near Crystal Cove in Newport Beach is MUCH friendlier. I wonder why Tustin don’t pay attention to the various reviews when so many comment on the really poor customer service attitudes…

Horrible customer service! A few months ago, after I tried on a shirt, I couldn’t find the return rack outside the fitting rooms but just piles and piles of clothes on the floor so I was reluctantly going to add to the pile when a sales associate came in and reprimanded me! I couldn’t believe the mess they had and how she talked to me – instead of apologizing for the mess or taking the shirt from my hand to help – she made me feel like it was my fault that I couldn’t find the rack! Unbelievably rude! Will not return to this store with its chaos and rudeness.

I go to this store because it’s close but EVERY time I come, no one ever greets nor do they ever ask if you need help. There are at least 4 sales associates on the floor and they just talk amongst themselves and pretend to be busy putting back merchandise. The sales associate didn’t say hello or ask me if I needed anything but she did ask if I could move out of the way so she could get past. I was trying to look for a size and she couldn’t go around me?
These are probably the worst sales associates and they aren’t even young students… they are all old and should know what customer service is. I think they are only concerned with the way the clothes are put back and don’t bother helping out people. That’s probably the reason why the dressing rooms are full of clothes that were tried on and not bought. I don’t think the manager is doing a good job at all here because they are not training their staff.
This place truly needs better salespeople.

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.

Love this store. I’ve always experienced great customer service especially with their manager, Heidi. Very helpful and super friendly! They always make me feel welcome and they always ask how my day is going. My friends and I always shop here because we love the style and the staff.

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!

Decided to stop in for my very first time ever at a Loft store after my A+ experience next door at White House Black Market. I definitely didn’t get the same top notch customer service experience lol. An associate did however shout hello to me from way across the store when I walked in. Let me tell you, I came in on a Monday morning around 11:30am? There was a big sale going on but the store wasn’t flooded for a Monday morning mind you. I started piling a ton of clothes on my arm as I was going through the clearance section and the load was getting to be quite heavy. After about 10 minutes, I heard an associate tell another associate to help me by getting me a room. This was after a couple of different employees had passed me by earlier seeing that I had loads of clothing in my arms. Anywho, I was directed into my fitting room once I was ready to try on my clothing and was probably checked in on once the whole 15 minutes I was in the back. The back fitting room area was a complete mess. The return racks were filled to the brim, I had to stack the items I didn’t want over the rack. There was a folding table with sweaters and unfolded clothing piling off of it (and clothes all over the floor). It was definitely a hot mess of disorganization back there.
All in all, I did find some great things on sale, but I noticed that a lot of the tags weren’t updated to tell you it was on sale unless you went and had them scan it at the register. I walked away spending about $ 250 for a dress, 2 pairs of slacks, 2 elegant tanks, a sweater and a blouse. Not bad! I’d come here again but only for the sales and not expecting great customer service.

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.

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.

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.

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.

This is a nice big store that always seems to have a great sale section. You can park right in front of the store for convenience.

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.

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».