I had purchased a pair of shorts and a T-shirt at OLD NAVY for my son for his birthday. I have the Old Navy credit card and had a $20 rewards voucher and used these to complete the purchase. Turns out, I needed a bigger size and tried to exchange them at OLD NAVY. They did not have the exact same style short, but I settled for another style for the exact same price. I took everything to the sales clerk and she told me I owed $16.00. I told her no, I was just attempting to exchange the shorts for the correct size. She told me because I used an OLD NAVY rewards voucher, I "lost out". I couldn't believe it!
I have shopped at OLD NAVY for YEARS, even had the OLD NAVY credit card and enough purchases to get their bonus vouchers often, and they were not letting me exchange the wrong pair of shorts for the correct size!! I told her to forget it and went home with the wrong size short. So, not only did I have a product that did not fit, I just wasted time trying to exchange them. I was angry enough to write to Old Navy customer Service about this. I got a reply that said they were sorry, but that was their policy. RIDICULOUS! When a customer cannot return a pair of shorts with all the tags on to get another size, SOMETHING IS WRONG WITH THE POLICY!
PHILADELPHIA, PENNSYLVANIA -- I received a shirt from Old Navy as a gift. I love the shirt, but needed a bigger size. The gift-giver did not include a gift receipt, and I was told by the store that even though the tag was still on it, I could not exchange it for the next size up. I was told they would send me a gift card in the mail for the lowest selling price, even though I had NO DESIRE for a refund of any kind. I just wanted another size in the same exact article of clothing.
I can understand having this policy for RETURNING an item, but it is unfathomable to me that they will not allow a simple exchange for the same exact item in a different size. There is no profit/merchandise loss for them in a situation like this, and it is not showing customers that they value them and their happiness in any way.
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!
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!!
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.
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 themselves 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, is it that the customer expects to gain from this?
Every time Old Navy has a jean sale they post that the sale is for all kids and all adult jeans in all of their TV ads and all of their print advertisements. Then you go online to order since they do not carry plus clothing in their store and the ads that all said all adult jeans now is stating that it does not include plus sized clothing but in every TV and print ad 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.
DESTIN, FLORIDA -- On December 5, 2009 I had receipts for my two returns of 2 children's velour hoodies that I had bought for my great grand daughter. I was passed onto four different people for a simple return and the last two being managers. I was assaulted by the last manager and she held my clothing above her head which she grabbed out of my hand but I did try to hold on to but couldn't because I am handicapped. I told her I was going to report this. This happened on a Saturday.
My daughter and I both called corporate but they were of no help, just the runaround. I should have reported her to the police because the manager had called the police and filed a false police report and of course her 2 co workers agreed with her. I was totally shocked when I read the police report for it was all a lie. I thought their surveillance cameras would prove my innocence but the head store manager says they don't have any surveillance cameras at their registers or doors which I find hard to believe.
Also this head manager said in a statement the customer is not always right. I need witnesses. If you were there and heard the manager Shout out and belittle me, I would appreciate you getting in touch with me or if you had worked there and know if they have cameras. I guess this is their new return policy. Also I told them I wanted to return my clothes at another store but they kept me against my will. Also please let me know if anything like this has happened to you or if you worked there and was mistreated by management and if you saw this happen to any other store customers.
HOBART, INDIANA -- Old Navy had a great back to school sale, so I purchased my kids clothing from there. My son 14 & daughter 10. I must say I will NEVER shop again. It's not that I had a bad experience there... In fact the employees there were very nice & courteous.
My problem is with the quality of the clothing, nothing I bought has held up! All the jeans are just a wreck, they shrank, or have holes in the knees. Really they just look pitiful! I know kids can be hard on jeans, so I didn't even think about complaining until speaking with other moms at school. We all agreed that quality just isn't there. I read on here that they were going out of business... I say good! I won't buy their crappy clothes ever again!