KANSAS CITY, MISSOURI -- I live in a rural community and thus I tend to do a great deal of my shopping online or once every few months when I am able to find a ride to the city to shop. I happened to be in the city on a business trip and decided to return some things to the Old Navy retail store because when I received them they did not fit and I had the person I purchased them for with me to try things on. I have worked retail for over 30 years -- so I knew without a receipt I would not be able to get a cash refund -- thus I did not even bother to ask.
I simply wanted a store credit that I could use to purchase different items that actually fit the person and take advantage of being in the store to ensure the right sizes were purchased. I was told that without a receipt I could not receive cash back -- to which I said duh -- I work retail. I politely explained that I live several hours from the actual Old Navy store and I simply wanted a store credit. The cashier was polite and explained that Old Navy policy was without a receipt I could only receive a merchandise certificate and that the certificate would be mailed to me.
This was frustrating -- but I did not take it out on the cashier and I figured oh well I will just use my certificate when it comes in the mail to purchase something online. So today the certificate came -- I opened it up -- and Skyped with the person I planned on using the credit for -- I even opened the Old Navy website and did some preliminary shopping.
Then I read the fine print that says the merchandise certificate is only good in the store -- not online. I am really pissed. I can deal with the certificate being mailed and I can deal with the need for a merchandise certificate being issued in lieu of a cash refund -- what really ticked me off was I had to show an ID and give a mailing address -- which the cashier even realized was not a local city to the store -- so I explained to the cashier point blank I do not live anywhere near an Old Navy retail store -- the nearest one is 80 miles away -- and that I would just use the credit online once I received it in the mail.
At that point the cashier did not bother to tell me I could not use it online -- she just reiterated it would be mailed and I should receive it within the week. So now I have this completely worthless merchandise credit, because it is going to cost me the equivalent amount of gas to get to the retail store as I received in the credit -- and because I have to show and ID to redeem it apparently -- I cannot send it to family members who live closer to the Old Navy retail store -- nor can I re-gift it or sell it for a cash value.
Like I said -- I get it -- no receipt, no cash back -- and I get it -- it allows Old Navy corporate and its accountants to hang on to their money as long as possible by mailing a merchandise certificate -- what annoys me is I cannot use the dang thing online and simply have a new certificate included in with the packing slip if I don't spend it all at once or pay the difference if I go over the certificate amount.
ONLINE ORDER, PENNSYLVANIA -- Ordered 3 pair of pants for my son cause he is hard to fit. Well they didn't fit but he is 15 and he threw out the packing slip. I tried to exchange them in the store but they said without the packing slip they couldn't. Really? They had my card and everything. Called customer svs and they said they could not send me a copy of the packing slip (odd in 2013?). I used a prepaid Paypal card to purchase these which I now don't have because I closed the account to avoid monthly fees.
They said they could only refund money to that card. I don't have the card so I asked if anything else could be done. They said to return items and put a note in it (they would put a note in computer also) and tell them I don't have the card any longer and ask them to send a gift card instead. This was my only option so I did.
I received an email saying they received my return and were going to credit it back to my card. I immediately called them. They said they would make a note and make sure it came on a card instead. Well it never came. Called yesterday to see if it was processed yet. Guess what? They put it back on the card. Transferred me to some credit card division. Nothing they could do!!! Now I am just out $60!!!
This is what their employee told me to do and I am supposed to just suck it up like I did something wrong! I will never order from Old Navy again. Besides that their shipping is the slowest I have ever seen. Also the fact that if you buy an online item in the store and you can't return it is very strange and annoying. Obviously whoever bought it online was able to return it but because I bought it in store I cannot???
RALEIGH, NORTH CAROLINA -- Last weekend, I really enjoyed shopping at the various Old Navy in the area where I lived. I started out at Triangle in Raleigh, then Southpoint in Durham, and on Monday, I finished up at Crabtree Raleigh Old Navy (06596). I had purchased over 100.00 worth of items so I began to look for my coupon for 30.00 off. After searching for a while, I went to see if I had left it in my car. Unfortunately, I didn't. Therefore, I went back in the store and told the cashier which in turn she asked a young lady who I assumed was in management. After speaking with her, another young lady named Ebony came over to see what was going on. I explained the situation to her.
I told her that I apparently left the coupon at home. I told her that I wanted the items which primary were jewelry for Christmas gifts for my daughter's friends. I told her I would be more than willing to call the coupon in along with my gap credit card and pick the items up on Saturday. I had to leave because my daughter had a 3:30 appointment.
Ebony immediately stated that it was not necessary and the fact that I visited the store almost weekly that she would override and give the discount. I was so impressed with her and her discussion. I was willing to call my Gap card to see if they could give me a number but Ebony said that was fine because she didn't want my daughter to be late for her appointment. I am so pleased and happy that she made this experience such a pleasant one. I used to shop a lot at Gap but because of this experience, I will be doing most of my business with Old Navy especially at store number 06596. Thanks Old Navy for hiring such a wonderful employee by the name of Ebony.
BOSTON, MASSACHUSETTS -- On the morning of December 2nd I placed an online order with Old Navy; since these were gifts I made sure that everything was in stock. At the same time I ordered from other sites, one being in the UK. On the afternoon of December 11th my package from the UK arrived and made me think "hey where is my Old Navy stuff???" I check my order status and it's not even shipped yet... It's still being processed! Since Dec 2nd... Really??? So I call Old Navy and the not so helpful CSR tells me the same thing... My order is "being processed"... Really???
When will it ship "soon" really?? Old navy has had my hard earned money since Dec 2nd... And my order hasn't even hit the road yet? I say I want to cancel the order and I'm told that I can't because it's already in the "processing stage". Really??? I request a supervisor but "none are available" then to get me off the phone. I'm told someone will call me back - still waiting. Warning: if you feel the need to purchase anything from Old Navy... Never ever purchase online. Worst customer service - worst shipping/process, 7 full business days and the order still isn't shipped! Why is this acceptable??? Oh wait... It's not!
ONLINE, FLORIDA -- I ordered 2 pairs of twill shorts from Old Navy. When I received them, I removed the tags (including the sewn on tag in the back which is VERY itchy) and put them in the washer. When I took them out of the washer, both pairs were fraying along the pocket and belt loop seams. I called their customer service dept. and was given instructions to return as a defective product, and reordered the same 2 pairs of shorts.
After mailing the original pairs back, I rec'd email confirmation that they had gotten the package, and a 2nd email saying that only unworn or unwashed items were eligible for return, but AS A COURTESY they had decided to process my refund. Their return policy clearly states, only unworn, unwashed, OR DEFECTIVE items are eligible. I did not need a condescending email telling me they are doing me a favor! Their own customer service dept. told me the items were clearly defective! Poor service Old Navy, I always thought better of you!
This is just to inform you on some of the issue you all are having at Old Navy. Employees on the sales floor: if it is not Christmas season or back to school season, you are not going to find many employees on the sales floor because it is not as busy. I understand you may need help on the floor with something, and I agree with your complaints. But DO NOT catch an attitude with the employee you do find because that just frustrates us. It is not our fault that there is nobody on the floor. DO NOT ask somebody who is on the register to come help you, they can't leave the register area. Normally you should ask the person in the fitting room because it is easier.
Small amount of cashiers: I agree 100% with your frustration because I get frustrated. There has been times when I was the only cashier for 2 hours and customers catch an attitude and yell at me like it is my fault. You just have to be patient because sometimes people call out and sometimes the managers just don't schedule enough people. If you think you are getting impatient, so are we.
False advertisement: I'm sorry but this is just your issue that you don't want to admit you are wrong. When you see a sign that says $10 shorts. Right under it will tell you the original price and the style of shorts. DO NOT get angry because you didn't read the sign and you are coming to me with a shirt thinking it is $10. Me being the person I am, I'm not going to argue with you. Either get it or leave it there. You have to understand some customers will pick up items and put it back anywhere so don't just pick things up because you see $10. You have to READ. Please don't catch an attitude with the cashier, it is not their fault.
Return/Exchange policy: Okay let me tell you. You can return anything for exact money back on your credit card, gift card, or cash with a receipt within 90 days. If your receipt is expired, or you don't have it, you are not going to get direct money back. The only exception is if you paid for it with a credit or gift card. Point blank period. If you do not have any of those then you will receive a merchandise certificate or mailed certificate that you can only use at Old navy. That's it.
Exchanges are different. You can do an even exchange for the SAME TYPE OF ITEM. You cannot exchange denim jeans for khakis and expect it to be an even exchange. You are going to have to pay the difference. If you don't have the receipt or credit or gift card, I don't care how much you paid for it because you have no proof don't even tell me because we cannot do that. So if it is not the same item there may be a difference that you have to pay or that you get back. Online returns is very simple. just an online return and we cannot do exchanges with those.
Discounts: We cannot do 2 discounts on 1 transactions. The system will not let us do it. So you can't use your 20 reward card and 10% off on the same transaction. It won't go through. And you cannot bring an item back in the store that you have already bought to get a discount on it. That's being very cheap and I hate when customers try to do that. We as cashiers will get in trouble for doing that.
Messy stores: You have to realize that customers come in there all the time. I know at my store we are always busy at night and sometimes we don't have that many employees to clean the store at night. My store closes at 9:30 and we don't get out until 11. So realize we do not want to be there til 11 pm cleaning a store but whatever we can get done, we do it. I can see if the store is constantly messy every time you come in. So you pretty much you cannot blame the associate for things wrong in the store, because majority of the time it is not their fault and they cannot do anything about it. The managers are the ones you need to talk to.
CALIFORNIA -- I work for Old Navy; I have for the last two years. I've read a lot of complaints about ON, and I've got to say, a lot of consumers sound like they never worked a day in their life. Don't get me wrong, sometimes ON's policy is booty, but don't shoot the messenger. If you're nice and respectful I don't mind bending over backwards to help you. Attitude goes a long way, seriously. If you come up and start making demands my first reaction is going to be "who the heck do you think you are talking to me that way?" Common courtesy seems to be lacking these days. I'm only twenty and I have better manners than some of the older people that come in.
Imagine working all day trying to make everyone happy. I have to keep things folded, talk to everyone, help them out, and be able to ring. Customers come in and unfold an entire stack of shirts. I promise you, when I ask you if you need help, I honestly mean it. I'd rather spend 30 minutes looking for your size (and trust me, I don't care if you're XXL or XS) than have you spend 5 minutes and destroy my whole table. It takes the average employee 30 minutes to fix what you mess up. Don't be rude; let me help you. Heck, don't you want someone to do the work FOR YOU anyway?
I'm not trying to rip you off. Look, I totally get that someone gave you a present without a gift receipt. But trust me, with every transaction I asked my customer "would you like a gift receipt just in case?" and almost every single time do you know what they say? "No, they don't need one. If they don't like it, too bad." So instead of getting livid with me, get mad at the person who bought it for you. THEY didn't care enough about your interest to spend 2 seconds and let me print out a gift receipt. Standard policy is placed on the counter at my store. It even says it on every receipt we give you. "Refund in the form of original payment."
If you don't have a receipt, you can exchange it for the EXACT same item in a different size or colour, or you can get a mailed check. Most stores only carry in-store merchandise certificates around Christmas time. My store carries them all the time but you have to be a cash-handler to over-ride the system. If you're not given manager over-ride access, you have to call a manager or Cash handler and explain to them why you're bending the rules for a customer. What does this result in? It results in the employee getting in trouble. Me, I can over-ride it anytime. But if you come off with a crappy attitude, why should I give you anything easier than a mailed check?
I can also over-ride it and give you a gift card, but why risk being audited by my manager for you if your attitude sucks? Policy says I'm NOT SUPPOSED to do either of those, but I will if you're nice. Honey gets you further than vinegar. Manners go a long way. Don't complain about me being rude if you're on the phone. I have enough respect for you not to answer the phone when I'm ringing you up; why can't you spare 2 minutes and give me the respect I'm giving you?
Customers complain about cleanliness. Here's the thing, it takes 3-4 times longer to fix something to mess up. 2 seconds is all it takes to DESTROY a nicely folded and sized pile of shirts. What will it take me? 10 minutes. 10 whole minutes. Why? Because if I don't do it right, customers complain. I honestly can't win. And who do you think makes the store dirty? Do you think employees run around messing up the store? Leaving clothes everywhere and leaving their empty soda containers around the store? No. CUSTOMERS make the store dirty.
So instead of getting p/o'd at us, get mad at the guy you see unfolding an entire table of shirts looking for his size only to find once he finds his size, he doesn't want it anymore. I would LOVE to be able to keep my store clean. But I can't. Not when I have 20 people in the store at a time and I'm trying to help you.
Oh and my favourite thing to hear is "You're asking the wrong way. Don't give the customer a chance to say no. Don't ask them if they want to apply; SELL the credit card!" How do you SELL a credit card? Me, personally, I don't care if you don't want a credit card. Its your right. But I HAVE TO ASK you. I have to. My manager is on my butt if I don't. Trust me, just let me ask you and you can say no. Two seconds is all it takes. "Want to apply for an Old navy card? No? Okay." Easy as pie.
What one employee knows, another one might not know. I know a lot of things other associates don't know. That's not their fault. The things I do on a regular basis like give you in store credit instead of a mailed check are actually BREAKING policy. But I do it because I want to help you out. I WANT TO HELP YOU. I'm risking getting in trouble for YOU. I don't even ask that you thank me; just be nice and polite.
Don't just every ON by the actions of one. This is really common sense. Not every employee is awful and rude. I have developed personal rapport with some of my regular customers. Some I know by name and we talk about their kids and family! I've searched every stack of denim in the store (up high on the shelves, some without tags or sizes on them, and the entire store room of over 200 pairs) for ONE customer. I've called 10 stores - 10! - to find a customer's item at another store and ended up clocking out 30 minutes late and missing MY BUS because of it because I wanted to help her.
Some employees are crap; and some GMs aren't any better. I know a bunch of crappy rude employees and I don't agree with a lot of ON policies But don't diss the entire ON and GAP staff because you've dealt with the rotten apples.
I have an ON card. I hate it. One, you can't make more than 2 online payments in a billing cycle. Two, if you pay by phone, they charge you 15 dollars to make the payment. Three, the interest rate is bogus. Four, you can't make a payment in store. Trust me, I would like to go into work and pay my balance. This isn't our fault; it's the company's. Don't get mad at me because we don't take payments in store. It says on the paper when you apply that we don't take in-store payments.
Hi everyone! I just happened upon this site randomly and saw so many people criticizing Old Navy and their associates, and I am a little shocked. I personally work at an Old Navy as a regular associate and thought I would give you a little insight from the other side.
*Old Navy Credit Cards* - We as associates are HIGHLY encouraged to ask and process the Old Navy Card. If a Manager sees you not asking customers, you can get in trouble. Now contrary to popular belief we do not get commission, in the literal sense. The more Old Navy Cards you process, the more hours you are likely to get, and that means a lot when the economy is down and hours are low. There are games occasionally that we play to get associates to talk up the card in which minor rewards can be earned... and I mean very minor, like a candy bar, or a coffee.
Trust me; we do not like asking if you would like to save 10% if you are approved for the Old Navy Card, we have to. So, I am asking you, please do not be rude to us for asking. It is just part of our job, besides, some of the benefits are actually kind of nice, i.e. The Stuff and Save Bag.
*Return Policy* - Store refunds will be issued in the original form of payment for price paid or a merchandise exchange when returned within 90 days of the purchase date. Merchandise returned more than 90 days after the purchase date will not be eligible for a return.
Okay, so you have a return (that you bought) and have a receipt/gift receipt, or the credit/debit/gift card that you paid with the original tags there are intact, then you are fine. If you have the credit/debit card there without any tags... it becomes a little complicated... to find the item on your card we have to either guess the color code (which is not on the little tag inside of the clothing that has the item number on it) or find the item on the floor and get the color code from that.
Okay, so you have a gift you want to return. If you have a gift receipt, great! If not, we can exchange for the SAME ITEM in a different size or color. Even if the item you want is the same price but not the same item, it is not up to our discretion as an associate to go against that policy. Personally I will defer to the manager on duty, if they allow it, OK, if not, then they don't. Please do not get angry if they say no, that is the policy anyway. Many places these days will not take back stuff without a receipt and especially will not exchange without a receipt.
So I beg you, if you are getting a gift, ALWAYS ask for a gift receipt, they take two seconds and save many more. Even if you leave and think, "I forgot a gift receipt!" It is not a problem; we can still make a gift receipt off of the original receipt.
Okay, so you have a return but no receipt, no cards to look at, and dont want to exchange it. All we are permitted to do is a merchandise certificate that is sent through the mail. That is all that the computer will literally let us do, and that is only if the item is of the last few months. If the item is from 2007 and it is currently 2009, then we can not take it back - the number will not even come up in the system. We can pretty much tell if the item is beyond the possible 90 day period.
That is pretty much it with returns and exchanges that I have read complaints about and honestly, our rules are relatively lenient, but here are some tips to keep you from headache: Keep your receipts; Ask for gift receipts, from the cashier, and from those who give you gifts; Try your selections on in-store; If there is a defect or damage in the clothes when you return them, please let us know so that we will not sell it to another customer.
*Messy Stores* - This one always makes me laugh, if I am not angry or crying instead. People complain so much about messy retail stores, and I find it a tad bit crazy. If you as a customer take accountability for your own personal impact on a store then maybe the store wouldnt be so messy. I mean, I personally feel the priority of the associate is to help the customer, to answer questions, locate items, and do what we can to make your shopping experience a good one. However, and that is a big HOWEVER, customer service will sometimes, and by sometimes I mean a lot of the time take backseat to refolding and recovering the store.
We are usually trying to get as much done as possible as fast as possible so we do not have to stay late closing. Most of us are college kids and have exams, papers, homework, and class in the morning, and cant afford to be working until midnight and having to finish schoolwork before class bright and early at 7 am. That is a slight exaggeration, but sometimes, it honestly isnt. If you shop at a store, and would like it to be neat, be neat yourself, let the change start with you, put forward the same energy you want.
What may take you a few seconds to fold a shirt that you picked up and looked at will take me hours to fix as well as the shirts that everyone else has picked up and looked at. A lot of people generally do not care about their personal impact on their surroundings and do not respect others enough to pick up after themselves. It is a shame really. So many people come into a messy store and act like it is the store's fault that it is in such disarray. I hope you see the absurdity in that as much as I do. Moral of the story: please take accountability.
If anyone has any comments, topics, complaints, let me know! I am more than happy to converse about the store and policies. I hope this has informed you all a tad via the view of one of the ones a lot of you seem to despise. I hope you have a great day! =D
After reviewing the complaints over the past two years, I have several things to note - not only about Old Navy -but retail, in general. While, in certain instances, there can be terrible customer service (rude employees, false advertising, etc.) but it is important to note the difference between an actual flaw in a business and basic retail strategy.
First of all, an important aspect to retail (in any form) is run by psychology. Yes, the more expensive items will be in the front of the store - it's good marketing. If customers were first presented with clearance items than those will, undoubtedly, sell more. It reduces profit margin which, as we all learned from the recent economic developments, affects everyone.
Not only will clothing experience a larger mark-up, but less items will end up going on clearance. It's common to find, in any store, that the items that cost the less are in the back of the store. If you are committed to a certain budget, you will have to go to the back of the store (Old Navy stores aren't very large - it will take a matter of seconds).
The Old Navy return policy is more strict than most. This can be difficult to honest customers who did, in fact, purchase the merchandise but did not hold on to their receipt. However, those that lost their receipt can still be compensated - Old Navy can research previous purchases by looking up the credit/debit card, check, or even a gift card. For those who paid with cash, however, cannot offer valid proof of purchase without a receipt.
If one is an experienced shopper, it is common knowledge one must hang onto their receipt. Otherwise, Old Navy has no proof what you had actually paid for the item (sales fluctuate about every week) as well as proof that the item had been previously purchased. In order to reduce shoplifting (which does affect the common customer because the more items are stolen, the more Old Navy has to makeup for their loss through the use of "marking up" their clothing), they must require some type of proof of purchase.
The 90 day limit for return policies also aids profit margin. The store is losing money if they decide to return items past that date because their sale price has been significantly reduced. I firmly believe that the 90 day return policy is valid because three months is plenty of time to decide if an item is worth keeping.
If you are buying items for Christmas or birthdays in advance, one might even consider waiting to purchase that item - the longer an item is in the store, the better chance that it will become further marked down. If you are buying clothing in advance (as a "savvy shopper would) then that said "savvy shopper" should make note of the 90 day limit - which is clearly stated on the receipt.
As far as the false advertising, it does, again, have to go back to the psychology aspect of retail. If read, the signs indicate exactly which items are on sale. While I believe that some signs can be interpreted as misleading, the goal is not to do so. When signs are located in a certain area, customers are naturally drawn to that area -introducing them to more than just the sale items. This allows for a better customer experience because the customer is then able to see all of the items on display - allowing outfits to be put together, or even introducing the customer to the new season's clothing. At any retail store, the signs must always be read properly.
It is an agreement between the consumer and the business - almost a contract. If the sign indicates an item is on sale, the business must guarantee that it will be followed. A business does not, however, have to oblige the customer for simply reading the sign wrong - it's a misinterpretation of the contract.
Old Navy dedicates many training hours to its employees in an effort to guarantee that they will be properly represented. However, human error does occur, and one rude employee does not represent the entire business. It is always a good idea to speak to a manager about any concerns because a rude employee is bad for business - and the customers are ultimately the most important aspect of the company.
Respect is, however, a two-way street. If one does not display kindness or understanding, then one should not expect it from anyone else. Treat others the way you want to be treated is not only an essential aspect to humanity, but it is also what we want our children to learn. "The customer is always right" motto can only go so far, it does not cover disrespect. Being a rude customer is almost as bad as being a rude employee - it's just clothing, so we might as well act like adults.
WILMINGTON, DELAWARE -- Yesterday my wife and I visited your location in Wilmington, DE. My wife had previously received a gift card from you people because she complained about the way handicapped people are treated, or should I say ignored, in your locations. I would call these facilities stores, but in my experience, stores typically have some sort of customer service. Sadly Old Navy does not seem to train their “Associates” in the art of customer service. We went there with the intention of purchasing some of the Graphic Tee's that were advertised as buy one, get one free.
First the racks where this merchandise was “displayed” was not readily noticeable. Your facility merchandisers should be applauded for putting these racks toward the back of the store so that the poor person that makes the initial mistake of coming through the doors will have to see all of the other overpriced items. Great work and kudos to that department. After the expedition to find these advertised Tees, we selected a few, brought them to the counter, gave them to the 8 year old behind the register, gave her the gift card, and lo and behold we were told that we could not use the gift card!
Now I examined this “Gift Card” (which by the way was for $10, gee thanks for that) and I examined the place where these Tee's were located in the store, and to my surprise, nowhere does it say “Gift Cards Not allowed” or “Don't you dare try and use a gift card for this stuff” or “Sorry, we can't allow you to use a gift card because we have to pay little Ling Fong $0.05 a hour more to make up for the administration”, nothing, just the word of the 8 year old behind the counter.
So we asked for the manager. And as I guessed the manager, a 14 year old, gave us the same story, even after my wife told her that we had gotten the “Gift Card” because of their poor treatment of the handicapped. By the way, in case you are wondering (and I am sure you aren't) my uses a walker due to her recent bout with cancer. She's doing well but still needs some help getting around, selecting things in store, stuff like that (thanks for asking [yeah right]).
Anyway I'm done venting now. If you would be so kind please send me an address where I can send the “Gift Card” back to as we won't be utilizing your facilities again. I will more than likely make sure that none of our friends, acquaintances, relatives, people we pass on the street, and anybody else that asks doesn't either. It is a shame that the rest of the American retail market, is in such disarray, and that Old Navy is in such good shape. You must be if you chase away business like this.