5 /5 Cynthia Petersen: I shopped at the Loft Outlet in Lake George during a trip there. I purchased some tops / blouse that I loved. After I wore one of the tops, I washed it according to the care directions. However, when I went to wear the top again, I found that it shrunk and no longer fit. I was very upset since I only wore it once and really loved the top. I tried to call Loft customer service, but they dont service "outlet" stores, so they gave me another number. When I called that number, it was the outlet located in Texas and they could not help me and gave me the “Outlet” Customer Service telephone number. When I called that number, I explained my problem and the woman hung up on me. Finally thought to try the Lake George outlet where I bought the top. When I was shopping there ALL of the staff were very friendly and helpful. The associate even pointed out to me that one top was regular and one top was a petite. He wanted to be sure I was purchasing the correct sizes. That has never happened before and I mentioned that to him and thanked him for being so attentive. It was a real pleasure to shop in that store!! So when I called the Lake George Outlet directly, an associate (Im so sorry I did not get your name, but he is one of the managers) was beyond helpful! He apologized for the run around that I was getting and gave me the telephone number of the District Manager, Jeffrey Ponzo. I called Mr. Ponzo and he was also apologetic for customer service hanging up on me. He asked me about the top and said they would be happy to exchange it. I explained that I live 4 hours away and that I had gone shopping there on a trip. He said that he was on his way to a Maryland store and asked me to send a picture of the shirt and the tag to his personal cell phone. He said that he would replace the top for me if they still had it in stock. Mr. Ponzo went way above and beyond to help me replace the top. He was extremely professional and extremely helpful! He texted me the very next day to tell me that he found the shirt and was sending me the replacement top so keep an eye out for the delivery. I received the top 2 days later. I texted him to thank him again for all of his help and to ask where to send the damaged shirt. He told me that I could keep the top and donate it. So not only did he help me, he also helped another person that will get to get a beautiful shirt since I am going to donate it. The Lake George outlet staff and Mr. Ponzo provided excellent customer service, they were very helpful and knowledgeable. I really appreciate all of the staff at the store and also Mr. Ponzo for all of his assistance in helping me. I cant thank you enough!!! Thank you!!
