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83 Reviews & Complaints
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Great Customer Service
Posted by Amandamarkey on 11/06/2013
I placed an order with Old Navy about a week ago, and when it came in the mail, one of the shirts was missing! I called immediately and got to speak to someone within 5 minutes. She was incredibly apologetic and nice, asked which item and she re-shipped it. She also gave me a 15% discount for the future. This customer service is really great - and I would definitely order online with them again!
     
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Old Navy Harmful Children's Product
Posted by SUSANTHORP on 06/14/2013
VENICE, FLORIDA -- I purchased a girl's tank top from Old Navy that was covered in defective sequence. The sharp edges on the defective sequence resulted in cuts and scratches to the interior of both of my daughters arms (from underarm right down to her wrists). I contacted Old Navy to advise them of the defective product and to request that they initiate a product recall and remove the item from their shelves in order to prevent other children from suffering the same. After more than a month and despite me sending the item to their risk management department for assessment (the sharp edges are visible to the naked eye), and showing them photos of the damage that was done, they concluded that the product "meets with their industry standards" and declined to recall the item or remove it from their shelves. Instead, they offered us a $50 gift card for "the inconvenience". I'm pretty sure any item of clothing that causes cutting and scratches does not meet with any standard. I am disgusted by their lack of concern for their most vulnerable of consumers. I am even more disgusted by the fact that they are not willing to take any proactive measures (ie remove the item from their shelves) in order to prevent someone else from being hurt. Shame on you Old Navy!!
     
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Posted by clutzycook on 2013-06-14:
I think they meant sequins.
Posted by jktshff1 on 2013-06-14:
Sequins?
Posted by Soaring Consumer on 2013-06-15:
I suggest sharing your concerns with the Consumer Product Safety Commission.
Posted by Sue on 2013-06-29:
Sorry..spell check!! Yes, I meant sequins and yes, I have contacted Consumer product safety. Old Navy advised me that of the 25,000 shirts they put out, my daughter was the only one with an issue. I am assuming that others are returning the shirts for a refund or simply discarding them. I suggest anyone else who has the same problem contact The Gap Inc Risk Management department. Oh, and make sure you go see a doctor. They must have inquired 4 separate times as to whether or not I had any "medical documentation". I think they were more worried about getting sued than simply recalling the shirts as I had asked and saving another little kid from experiencing the same.
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Jeans Sizes
Posted by Jeanrothman on 02/15/2013
Size not available in jeans, needs petite or short in black, not 1 petite or short in store
told to shop on line. If I have to pay shipping charges the sale prices are moot.
     
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Posted by clutzycook on 2013-02-16:
You could always buy an average sized pair and take them to a tailor for alteration. It's fairly inexpensive by comparison.
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Customers, this is for you
Posted by Andie24 on 11/17/2012
CALIFORNIA -- Hello everybody, so I currently work for Old Navy and have for a little over 4 years. While I do agree with some of the complaints that you all have, you also have to remember that the sales associates that work at Old Navy work for that particular STORE not directly for Old Navy corporate, therefore, the sales associates are not responsible for:
A) the quality of the clothes B) the prices/sale prices of the items and C)store policies. Old Navy corporate decides all of that, the sales associates are basically there to just fold clothes, cashier and to be helpful to a customer by informing the customers on policies and answering questions such as "can you tell me the price of this?" or "do you have this in a size..?" the reason some associates get frustrated with customers is because they don't READ the signs, while yes I agree some of the signs are a bit confusing, most of them do say which item is the one on sale, you can't just look at the price and assume that the item you are looking at is the one on sale, most of the signs say which item is on sale, also, the clearance section says "UP TO 50% off" what that means is there is a variation of clearance discounts and the biggest clearance percentage you can find on something is 50% off, BUT if you look carefully and you are lucky you can find things for. 47 cents! Also, the super cash, that's something that started not too long ago, at first it had many flaws, but corporate has improved it somewhat, for now in order to receive a super cash coupon when the promotion is going on you must spend at least 25$ on your purchase BEFORE taxes, now, don't ask me why they make it before taxes I don't have the answer to that question, when you spend $25 (before taxes) you will receive a $10 super cash coupon, that is the smallest amount in super cash you can receive, there are bigger amounts, you can either receive a $10, $20 or $30 super cash coupon depending on the amount you spend at that time. The coupons say very clearly the dates you can use them and how much you must spend in order to redeem your super cash next time, also, if you READ the back of your super cash it will tell you, "you must spend X amount before taxes to redeem super cash." I can't tell you how many people come up to me with a super cash they have received and it is not valid yet, therefore they cannot use it and for some reason they just can't understand why. If you have more than one super cash coupon we will have to split up your transactions if you want to use all of them at once, we cannot combine them. Super cash is typically handed out a month before the valid date. Also, please DO NOT ask "can I use it anyways?" the answer will always be "NO" why? well simply because the computers will not let us, like I said before sales associates work for that particular store you are shopping at not directly for corporate, the sales associates have no higher authority therefore, they must do what they're managers and most importantly what corporate wants! if corporate wants a coupon to start at a certain date then that will be the date you can use it.
A lot of the sales associates may also have other duties such as working for shipment or signage, shipment is well, the people that receive the shipment and put the merchandise out on the floor, signage are the people that are in charge of changing the signs in the store, but, don't assume that ALL associates do these jobs, because they don't, so if you ask a sales associate about a certain sign and they have to ask a manager about it, it's because they are not in charge of signage and really don't know and just want to be sure they give you the right information. Also, the sales associates don't walk around the store every time they are there and memorize the prices of everything in the store (if someone can do that, wow! amazing!) so don't give them a hard time if they have ask someone to check a price for them. We also never know exactly what is coming in shipment, sometimes things don't arrive in a particular shipment which is why we may not have it, but we could receive it in a next shipment, but we truly never know what is going to come in.

When it comes to opening up an Old Navy card, the particular promotion they may have going on such as getting 10% off if you are approved or not approved may change, it can be get 10% off if you are APPROVED and nothing if your are NOT APPROVED or you may get at least 5$ dollars off if you are NOT APPROVED. Old Navy associates get NOTHING in return when someone applies for an Old Navy card we simply ask if you would like to open one up because we are told to ask, just remember that if you are approved, the amount of your purchase will be put onto your new Old Navy account so there is now a charge on that card, most associates will tell customers this before opening up your account. We do not get any type of commission what so ever on anything! also, at this time Old Navy stores (not the one I work at least) accept in-store payments, so don't walk in there a day before your payment is due and get mad at the associate because you can't make your payment, that is not their fault, as far as I know payments can be done online, by phone or thru mail. Returns? the policy is now you can return something from whenever as long as you HAVE A RECEIPT, if you do not have a receipt and you payed with a credit/debit card we can look up your item and return it that way. If you do not have a receipt and did not pay with a debit/credit card, you will receive a MAIL CERTIFICATE that means exactly what is says it is a MAILED certificate, a store credit that will arrive to your current mailing address for the amount in returns you have made, if you payed with a gift card you will receive a gift card back, exchanges? work the same if you have a receipt you can do an exchange for whatever item, if you do not have a receipt but payed credit/debit card we can look it up and you can do an exchange for whatever item, if you do not have a receipt and did not pay with credit/debit card exchanges are NOT ALLOWED and we are only able to do a mail certificate. If you have a gift receipt you will get a gift card for the return amount. If what you are returning was a gift and you don't have a gift receipt or regular receipt you will get a mail certificate. So they key here is if you want to do a return/exchange HAVE YOUR RECEIPT!! Online returns? if you have an invoice your return will go back to you in original form of payment, exchanges cannot be done with online returns. If you do not have an invoice for whatever reason you will receive a MAIL CERTIFICATE. Just keep remembering that these are all store policies and sales associates just follow the rules and do what they have been told is allowed and what is not allowed. Don't blame the associate if you have a problem with the sale prices, coupons, returns, exchanges etc. blame corporate, they are the ones that decide how all of those things will work.

Now, if you're wondering why I rated Old Navy 3 stars, it's because I do agree that Old Navy has a few flaws in their system and they have a few things that could improve, the main thing I think they could improve with returns anyways, is giving a store credit customers can use right away if they do not have a receipt, instead of having to wait for the store credit to come in the mail. I also think they should allow in-store payments. So I do agree with some of the customer complaints. What my point is here, is to help and to make some of you (the customers) understand that it is not the sales associates faults and that when they tell you "I'm sorry, there isn't really anything I can do" it's because there really isn't much they can do, they are simply following store policy.
     
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Customer Service
Posted by Marijovan on 02/22/2012
merchandise with both tags, receipt, & shop lifting device
merchandise with both tags, receipt, & shop lifting device
CARSON, CALIFORNIA -- My father purchased an Old Navy cardigan from Salvation Army near Palos Verdes today. It is new because it still had the original tag on it including Salvation Army's own price tag. At the register, I asked the woman to remove the anti shop lifting device attached to it. She told me that is why they are selling "AS IS" because it was donated that way. She suggested, I keep the tags on, take my receipt to Old Navy and have them remove it.

I went to Old Navy at Carson Mall the same day. Despite the fact I HAD A RECEIPT and the Price TAGS from OLD NAVY and Salvation Army...they refused to remove it since I did not purchase it from their stores!!!!!

End note: I went to Sears next door, they tried to remove it after hearing my story. Unable to remove it, I went to JC Penney for help. They helped me after hearing my story and REMOVED the shoplifting device for me. A lesson to OLD NAVY: CUSTOMER SERVICE!!! I will NEVER shop at Old Navy again. Sears and JC Penney have just gained a loyal customer. I will make an effort to purchase from their stores instead.
     
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Posted by ktisnumeroUNO on 2012-02-22:
I am not sure what is hard to understand about this.. You bought it from the Salvation Army, not Old Navy. Regardless whether it is Old Navy's product or not, you chose to buy this item second hand knowing it had a security tag on it. It is NOT Old Navy's responsibility to remove that tag without a purchase receipt from THEIR store. They have no idea is that item was stolen before you purchased it or not...
Posted by CC on 2013-02-16:
Regardless, customer service should be the ultimate goal. Did she beep when she came in? Remove the friggin theft device and keep the customer. If its stolen, you still aren't gonna get it back. And she'd be pretty dumb and desperate to come back into the store and ask someone to remove it.

-Part time retail worker for over 6 years
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Difficult Return
Posted by Jtooley31 on 12/29/2011
Old Navy's has absolutely no concern for customer satisfaction. They purposely make returns so difficult you would rather no do the return than return the item. In this case I received a Christmas gift wrong size. They made the return such an ordeal, I left the item at the store without completing the return. Clerks with no people skills, managers with no concern for customer service.
     
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Posted by JayByJay on 2011-12-29:
What exactly is "such an ordeal"?
The devil is in the details...
Posted by Anonymous on 2011-12-29:
Some details are missing here. Was a gift receipt included with the gift? Some places are strict about returns made without the receipt.
Posted by At Your Service on 2011-12-30:
Careful. Stating that a poster should give more details can get you deleted :-)

So with that said, where the heck are the details?

Hopefully the gift was given with a gift receipt. This is the first thing I can think of in a bad return situation. I would never think a store would refund without a receipt, so maybe the poster was frustrated with being offered an exchange or credit. Worse yet, maybe the item was clearanced and being offered on a 2/$5 table. It can be kind of offensive to be told the item you were given was only worth $2.50 in exchange credit. There's hundreds of possibilities and without any details, it's anyone's best guess.
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Misleading Bait and Switch Tactics with regard to their credit card promotions
Posted by Glinedesign95 on 09/19/2011
Back in May, I went to a store in Fort Worth, TX and was told by the cashier that my order of less than $20 would be half off if I signed up for an Old Navy Visa card. I thought that sounded like a good deal so I said go ahead. Hadn't heard or thought about it since. Fast-forward to tonight, I get a call from a collection agency telling me I owe over $110 as a result of this card. Apparently, unbeknownst to me, the half of my order that was being "saved" on the purchase, around $9, was put on the card and had been accruing interest ever since, to the tune of over $110. I had never actually seen any bills or past due notifications because I was never aware anything was on there. Concerned about the repercussions on my credit rating, I had little choice but to pay $80 in order to put my account back in "good standing." So an innocent trip to Old Navy for some sunglasses turns into me wasting an hour of my time and having to fork over $80 to a collection agency and I don't even know if that's the end of it. Do I have any recourse? Is Old Navy willing to recognize that these practices may not be the most upfront and honest? I seriously had no idea that any charges were being put on the card and never actually laid hands on the physical card nor was I aware any such charge even existed.

Old Navy and all its partner stores will be losing business as a result of these types of bait-and-switch tactics, I'm sure.
     
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Posted by trmn8r on 2011-09-19:
Isn't it the case that whatever the bill came to be, it was placed on the card? You would be aware it was on the card if you didn't have to pay, I assume.
Posted by Anna Molly on 2011-09-19:
One would have to place the purchase on the new card to GET that deal. It's the same way at Target.
Posted by jktshff1 on 2011-09-20:
were you not mailed a bill?
Posted by skelly39 on 2011-09-20:
The poster did not say that they did not pay for the sunglasses. The poster said that the 50% off was not actually 50% off, just charged to the card. So the poster not only did not save 50% but got late fees and interest charged on the 50% he/she did not owe that was charged to the card. He/she would not have expected a bill for $9 because he/she thought he/she was saving $9 by taking the card.
Thanks for the heads-up, OP.
Posted by glinedesign95 on 2011-09-20:
Yeah guys, I was never informed of a charge being placed on the card itself, just that if I were to sign up to a card I would get a certain amount off the bill. I believe the actual card was mailed to me at a later date, but given I had no intent on actually using, I probably didn't open it. I never saw any bills as I wasn't expecting to be responsible for any charges.
Posted by Anna Molly on 2011-09-20:
glinedesign95, how did you pay for the sunglasses?
Posted by glinedesign95 on 2011-09-20:
My existing debit card.
Posted by At Your Service on 2011-09-20:
In order for something to be legitimately charged to you, you would need to sign for it. Why not just ask for a copy of the signed receipt for the initial charges?
Posted by Starlord on 2011-09-20:
While I feel you were the victim of a dishonest promotion or clerk, this is not Bait and Switch. Bait and Switch does not cover all times when a customer feels they are a victim of dishonesty. Bait and Switch is a particular type of dishonesty. I hope you can get this resolved.
Posted by skelly39 on 2011-09-21:
AYS you do not need to sign at many places if the charges are under a certain amount, like $25. This is not the OP's fault.
Posted by cspringer on 2011-10-18:
That was actually your cashiers fault. They are supposed to tell you that in order to get the discount you must put your purchase on the card, and as for not getting any bills in the mail or anything you might want to call 1-800-OLDNAVY and make sure your billing adress is correct with them..this should clear up any future confusion and if you take up what happened with them they might be able to help you out. Your best bet is to call that number.
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4th of July Ad
Posted by Ken42663 on 06/29/2011
Get rid of your ad team. It is my country not a joke or a store. To men and women who serve or who ever did the 4th and my country still mean more than a sale.

Ken Keller
     
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Posted by raven2010 on 2011-06-29:
I'm confused. Is the OP asking that no stores have 4th of July sales??

Or is it the flag depiction on the cloths? It is my understanding as long as the item odes not look as though it were sewn from an actual flag it is acceptable....
Posted by trmn8r on 2011-06-29:
Your guess is better than mine, Raven. I'd go with choice B, which I was unaware of.
Posted by Ben There on 2011-06-29:
I think the OP is referring to ad using "My Country, 'Tis of Thee"

http://www.youtube.com/watch?v=VKsuAI0M2nw
Posted by Anna Molly on 2011-06-29:
Thanks, Ben. I've never seen that.
Posted by trmn8r on 2011-06-29:
Thanks. Now I understand better, but I don't understand.
Posted by jktshff1 on 2011-06-30:
Please explain the problem. Especially after watching the video after the one posted about Old Navy and their contribution to our troops.
http://www.youtube.com/watch?v=2ul4pe3U_2o&NR=1
kinda makes ya wonder...what are others doing.
Good job Old Navy..thanks
Posted by Ben There on 2011-06-30:
Fun Fact: While the lyrics to MCToT are all American, the melody is actually Britain's "God Save the Queen". This is why it was replaced by the Star Spangled Banner as our national anthem...

Samuel Francis Smith didn't realize the tune he was placing his lyrics too had already been used by Britain for many years, and is still used today by the UK, Australia, Canada, New Zealand, etc...
Posted by lovemyson on 2011-06-30:
I am totally confused I watched the commercial and I don't see anything wrong..Wish when people make a complaint or even a complement they would actually give details..
Posted by saj80 on 2011-06-30:
I am often so thankful for my DVR, as I haven't watched a commercial in quite a while.
Posted by cspringer on 2011-10-18:
I don't see a problem with putting the American flag on a shirt as a problem. It's called representing your country, oh and by the way. Old Navy has a military discount, so I'm pretty sure they respect troops.
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All the Customer's Fault
Posted by Slin on 12/15/2010
QUEENS, NEW YORK -- From what I've seen of the Old Navy in my area, the service is really good. When employees are there, they make them selves available to the customer and do all they can to provide them with the right service, and at the same time, said employee is working laboriously to clean up or working on a task beneficial to the customer experience. What troubles me is that once the employee walks away from the customer that had just been assisted, this same customer turns around and makes a mess. And almost immediately this customer complains to the manager that the store is a mess and that no one helped them. And some of them are selected for a special discounted survey meant solely for the customer to state their honest opinions on the service they received. But it isn't used for that. It's used to make unfounded complaints and to make the store, the managers, and the employees look incompetent, rude, reckless and lazy. Such false information has the potential to lower the morale store wide, and the employees begin to display nothing more than disdain. Unfortunately, this behavior forces these employees to lash out at the customer, and not perform up to the fullest of their potentials.
In short, was is it that the customer expects to gain from this?
     
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Posted by Ytropious on 2010-12-15:
I understand what you mean. It sucks when you go out of your way to help someone and they barely thank you for it, and still find something to complain about on the company surveys.
Posted by treym on 2010-12-16:
from my experiences with old navy, they get what they deserve. i have never been to an old navy that didn't have punk kids working there and messy shelves. always seemed like a glorified Kmart that only sold sad Chinese sweat worker made clothes that last about as long as it takes to wash one load. Old Navy clothes, no thank you.
Posted by Ytropious on 2010-12-16:
"punk kids"....whatever treym, not everyone who works in retail is automatically a punk kid. Seems like you just hate anyone younger then you.
Posted by PepperElf on 2010-12-16:
i personally avoid ON because I dislike the styles. except for the pink st. patrick day socks. those were cool.

but... i see where the OP is coming from.
just because someone is an employee doesn't mean customers should be slobs and go out of their way to trash a store.
Posted by cspringer on 2011-10-18:
treym obviously the ONs where you live might be that way but lets not stereotype every ON it's not fair to all of the other employees and people who work hard, and as for cheap quality clothes. They are affiliated with Gap and Banana Republic which are world wide stores, I highly doubt that a store which is allowed in the shopping centers in Paris has crappy quality clothes. I have bought all of my clothing there never had anything fall apart.
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False Advertisement
Posted by Tiredofoldnavy on 11/26/2010
Everytime Old Navy has a jean sale they post that the sale is for all kids and all adult jeans in all of their TV adds and all of their print advertisements. Then you go online to order since they do not carry plus clothing in their store and the adds that all said all adult jeans now is stating that it does not include plus sized clothing but in every TV and print add this is stated nowhere. This is a bunch of crap. Apparently Old Navy does not understand the Meaning of the word ALL. Guess what ALL Means Everything
     
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Posted by madconsumer on 2010-11-26:
normally store advertisements are not the same as the internet sales. they should state that in the advertisements but they do not. pretty tricky to say the least. they do this to entice you to come in, only to find out they have nothing a person wants.

very helpful.
Posted by Anonymous on 2010-11-26:
They didn't specifically state their plus-sized line so I wouldn't assume they meant that. It is a special line. They don't have it in their stores so that is a tip that they consider it differently. Same for their maternity line. Adults wear those too but it isn't on sale unless they spell it out.
Posted by trmn8r on 2010-11-26:
The tv ads and print advertisements may be targeted at store sales.

I believe that when the ads say "all adult jeans," it means all regularly sized jeans. Oversized stuff (I wear tall men's) is usually not included in these promotions.
Posted by Ytropious on 2010-11-26:
Online sales are different. They don't carry plus sized in store and the commercials were for STORE sales.
Posted by Slin on 2010-12-15:
Although the purpose behind advertisements that read "All Adult Denim on Sale" is indeed meant to increase the store's traffic and sales, I am pretty sure that store marketing elements and employees do specify which items are a part of the sale. It's all about the customer reading and understanding what they read.
Posted by cspringer on 2011-10-18:
It seems like you don't know this about Old Navy, but the stores and the online website are totally different when it comes to sales and pricing. Even each individual store carries different mercandise at different times and has different sales at different times. Be patient and wait for an online sale, and by the way the TV adds always say in stores...so I'm pretty sure that excludes online.
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