I was just looking up the hours for this location and noticed the one-star rating. I began reading the reviews and was totally amazed. I have been shopping at this location since 2002 and have had nothing but a great experience here. The employees are and always have gone above and beyond the service expected. They are excellent and have provided nothing but exemplar customer service. They are always there to help you and while I have seen some employees come and go, I'm glad Donna and Missy are still here! read more

This is not a review for loft itself, but rather this location. This may be long winded, however, something NEEDS to be said about the ridiculous customer service to be experienced here... it seems I'm not the only one from the other reviews. I live in North Andover, and this loft is the closest to me other than at the north shore mall.. this is literally the ONLY store I shop at along with Nordstrom & Macy's. The loft clothes are legit my favorite, and really the only place lou&grey is sold at... So I've been shopping at this location for about a year. I am literally in this store 2-3x a month, and spend between $2-600 each time. I've never given any impression that I am a shoplifter, I've honestly never even left this store without buying 5 things.... yet SOMEHOW literally every time I go in there I've been treated like I'm scum. I get they may have a problem with shoplifters here, given the location, so the first couple of times I brushed it off thinking they're just doing their job... but after literally spending $500 I figured they realize that I'm here to shop, not shop lift. It's gotten so bad the last few times... who I am assuming is the manager, she is white, brunette, thin and older woman- she literally sees me come in, and pulls her girls aside and has them watch me, follow me around, and keep an extra eye on me as if I am a shop lifter. Listen, when I go shopping (especially at the loft) I take like 10-15 things to try on because I f*** love everything. Half of it doesn't fit me, so I put everything back on the hangers, hang it all back up, NEVER leaving anything in the dressing room...and then I proceed to buy the other half. This lady apparently doesn't like it. She's rung me up before, and every time she'd say "you know these are $60 each right?" As if I look like I can't afford them. Maybe I don't look like I can, maybe I just left work after working 12 hours and threw my hair in a bun and look a mess, maybe you can't stomach that a 28 year old woman, more than half your age most likely makes 3x your salary and can afford to drop $600 on cute tops, and it has your stomach turning. Maybe you just hate your life, or maybe you're discriminating against my looks or my age and assuming that I threw a bunch of shit in my purse and my card will be declined while you're ringing me out....BUT it never does. So what should be a fun night shopping after a stressful work week turns into a night of second guessing myself...wondering if I should leave my purse in the car, if I should put makeup on, if I should drive an extra 30 minutes to the Peabody loft (which has AMAZING customer service btw) or if I should even shop at the loft at all anymore.-which I actually stopped doing the last few months after my last experience there with this woman-- It is literally so insulting and infuriating read more

I still can't get over it. This company has lost my business forever. My hubby wanted my account number to pay it off. Since I had only opened the account last month I hadn't gotten in a bill or card yet. I called customer service and after jumping through hoops to prove I was who I said I was I was told that they wouldn't tell me my account number and that I had to go to a store to get it. I went to the store in the Pru Mall during my lunch break. Jumped through more hoops for both the lady behind the counter as well as the guy on the phone before I could get the info. In the meantime Hubby goes to this location (mind you he's not even an authorized signer on the account) -- gives them NO id, except showing them that my name is on the checking account too, and gets my account information. Thankfully for me he REALLY was my hubby and he REALLY was there to pay off the card . . . But on a day where hackers to marketing co's for huge creditors have been making national news . . . all I can do is shake my head, close the account and NEVER shop there again. I'm still trying to process this all! read more

I asked my husband to do a return for me at Ann Taylor Loft in Methuen on his lunch break. It was an online purchase, well within the 45 day return policy, accompanied by the original packing invoice. The clerk told him her computer said they were final sale items, and she would not be able to take them back. She was very rude to him. So he left without retuning the items, and wasted his entire lunch break. They absolutely were not final sale items when I purchased them, and there was no indication on the invoice stating they were final sale. I called Loft online customer service and they confirmed they were not final sale and the clerk should have taken them back without any problem. In fact Loft final sale items ALWAYS end in $0.88 indicating they are final sale items, and these shirts were $10.00 each. She said store clerks should be very aware of this. I called Loft that evening and spoke to the very clerk who helped him, named Tanya. She claimed they were final sale. I explained what the online rep told me. She said if my husband came back again tomorrow she'd take them back, but would only do this for me one time......HUH????? Do what one time? They are a legitimate return!!! I asked to speak to a manager. She claimed she was the manager. Before we hung up, she said in the rudest tone, "I hope you have a better night." Click......... I'm done with Ann Taylor Loft. After three consecutive completely messed up online orders (items were never sent that I had ordered and paid for, then when I inquired about them they told me they were no longer available....three different orders!!!) I still had faith in the store. Well, NO LONGER! I'm destroying my LOFT credit card and will shop elsewhere! Awful customer service!!!!!!!! read more

The selection at this store is great but the customer service I received was terrible. I was the only one in line and ended up having to wait for upwards of 15 minutes. I almost walked out. There was no sense of urgency while ringing out customers with difficult transactions. I received no apology or discount from the supervisor for the time I had to wait. These employees need serious work. I've worked in retail for many years and that's no way to treat customers. read more

I think this particular store needs training in the customer service area. If you walk into this store, not one of the sales associate will greet you or ask if you need any help. I went in there a few months ago and had to wait to check out because the associates were too wrapped up in their own conversation. When I feel like shopping here, I go online. Not worth the trip at all! read more

I purchased a trouser , which I returned after a few days , they gave me store credit . Next time when I went to buy , I tried using that store credit . That card was not loaded correctly by the cashier, so it was empty . The store manager very rudely said we cannot do anything about it and said cashier must haven't loaded it properly . but there is nothing we can do. There should have been 40$ ideally . I tried contacting LOFT customer care , they shrugged saying contact the store manager we can do nothing about it . We have been going back and forth on this ... Very frustrating . This issue is still ongoing . read more