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November 2023 by Brittney Coward
Very unfortunate experience! I have shopped here before and didn't have much of an issue. I entered the store and was looked at but not greeted. That's fine if you don't greet everyone else, but two other ladies separately walked in after me and was greeted. It really is disappointing that we still have to deal with this treatment in 2023. I am a black female and the other ladies were white. Color shouldn't matter. I work in customer service so I know what you do for one person should be done for all. Bad customer service and I will NOT be shopping at this location anymore with my JCrew credit card.
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November 2023 by Google user
Very unfortunate experience! I have shopped here before and didn't have much of an issue. I entered the store and was looked at but not greeted. That's fine if you don't greet everyone else, but two other ladies separately walked in after me and was greeted. It really is disappointing that we still have to deal with this treatment in 2023. I am a black female and the other ladies were white. Color shouldn't matter. I work in customer service so I know what you do for one person should be done for all. Bad customer service and I will NOT be shopping at this location anymore with my JCrew credit card.
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October 2023 by Margaret Street
It was a great experience. Found some excellent buys and excellent help. Very professional. Very friendly. Very clean
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July 2023 by Josh Bittinger
Same layout you can expect from every J.Crew Factory store, except it feels like it's been slightly shrunken to fit into its physical footprint. Navigating around the store is tricky because it feels pretty cramped. Staff members weren't friendly and checkout lines took a long time, which is pretty standard for J.Crew Factory. Be sure to price compare while you are in-store to see if they are offering the same items online cheaper.
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January 2023 by Leora Raskas
Great customer service! The person who processed my returns was polite and prompt.
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January 2023 by Rebecca Hyndman
Please clean the dressing rooms.
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January 2023 by David Parker
Quality and fashion. I dig it
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January 2023 by diamond
The store is only 3 months old but full of life! They took over the old LOFT that was located here and the staff here are all so helpful and very friendly. All of them are quick to ask if i need any help and or getting sizes for me. (Pet friendly, too!) I definitely recommend coming here you can’t beat the price nor the friendliness
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January 2023 by Raleigh Martin
The store failed to remove the security tag on the item I purchased. I called the store to resolve the situation, and they provided no other possible resolution then to visit one of their factory outlets (which are all far from my home) to have the tag removed.
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January 2023 by Nitro Exox
I love this store very much! I was helped by an amazing staff. Everything was quite easy to find and everyone was incredibly funny and humorous. Highly recommend.
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September 2021 by Jennifer H.
2 stars since they had great selection of petite clothing I was in need of for the past 2 years. However, the 3 customer service ladies at the registers could have been more classier than talking about me right in front of my face when I was purchasing the items! I provided a card that I thought was some rewards membership. The customer rep attempted to scan it but nothing showed up in their system. I said that was fine. No biggie I got the thing pre-Covid. Then she proceeds to show her manager(I think) and she points out to me it was expired as of 2019. Okay my bad, I did not read the fine print. Then the customer rep proceeds to state aloud, "it's one of those days. They just keep rolling in!" The manager doesn't say anything in response, rather says oh I need to go to the back and walks away. I was appalled to say the least. Totally disappointed in the lack of respect from them! Be warned: Lack of class!!
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July 2021 by Samantha Fraction
Excellent experience! (July 2021) I needed to exchange several items and had planned to go to the Gaithersburg Loft but happened to be in Rockville at the time. (In December 2020, I had a not so good experience at the Rockville Loft with returns.) However, I was pleasantly surprised with the outstanding service I received at the Rockville location. I believe there is new staff because I didn't recognize anyone from December. I was greeted when I entered, and the associate was happy to help me with my exchange. I was also kindly greeted and offered help by the associate (possibly the manager) at the fitting rooms. It was great to see the whole staff working together to help all the customers, not just me. I love the Gaithersburg location, but now I won't hesitate to go to Rockville too. Well done, Loft Rockville!
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January 2021 by Jenna Hill
First off, working in retail is HARD, not just during the holidays but anytime of year. Dealing with the general public everyday is not easy. I've worked retail for almost 10 years and I always consider this when I'm going into a store that is not my own. Loft was the first retail company I ever worked for back in 2012. So as much as I hate leaving negative reviews I really hope someone with some power will see this. The customer service at the Loft at Congressional is just unacceptable. The associates don't speak to you...like at ALL. They don't say "hello" "goodbye" not a single person will help you with anything, and when they do need to help you... they act like it's a huge inconvenience that they have to ring you up and take money from you! I truly never thought I would experience this in a Loft store. I'm writing this because yesterday I had one of the most difficult situations with their associates. They make every situation difficult, you can't purchase, order, or return items there without getting some kind of rude comment, snarky eye-roll, or being hung-up on the phone! I understand that the holidays are hard but I've been in this store multiple times when you can clearly see that customers have felt uncomfortable with the attitudes, judgy looks, or just associates being straight up rude to their customers. The management at Congressional needs to figure out what's going out and fix their team, it's a beautiful store that has great product, but it feels like a burden to have to shop there!UPDATE: I wrote this review about a week ago and while I still hold most of this true, I did have a call from someone at this location that totally fixed my experience, I believe her name was Heather. My issue was basically that I called the store to have an In-Store pick up cancelled over the phone because I found them at a closer store. I called Congressional and immediately was met with a rude tone on the phone, I asked if I could please have my order canceled because I was not coming to get it and I didn't want the product sitting, she very harshly told me "No. You have to come in. You can't do that over the phone" and then HUNG UP. I was in total shock. This evening the associate Heather called to remind me about my order, I told her what had happened and that I was just waiting for it to auto cancel because I was never going to come get it. Heather was extremely nice and apologetic and told me that she would talk with the team because that's wrong and not how it's suppose to work. I was so grateful for her positive attitude, and reassuring me that my request wasn't crazy! She immediately canceled my order for me and I really appreciate her being so kind about a situation that I had decided not to deal with anymore. While I've had many bad experiences with this location I'm really glad they have Heather and I hope they hire more associates like her!
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January 2021 by Ruby Creed
I love the sales.
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November 2020 by Bridget P.
I came here to share my frustration. I waited in line 12 minutes, the lady in front of me waited longer and she was spending easily $400. I had my purchase ready to buy, the line building behind me. It must be the first day for the poor girl working the register but she was doing well- she can't help it that the line got so long! I asked the (possible?) supervisor would they mind opening another register (the two ladies behind me were already grumbling and they hadn't been waiting half as long). She said only one register was open. Come on! You would rather lose a sale (yes, I put down my $150 worth of clothing -not earth shattering but still!) than open another register and have to stay 10 minutes longer when the store closes to close that register? I am disappointed. Won't be coming back to this Loft. Customer Service is the foundation of good business.
