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I am no longer shopping Old Navy
By -

I would like to add my 3 cents on Old Navy's return policy. My family was adopted by a church this Christmas and two of the gifts were coats for my teen daughters. The coats were not big enough and they had coats to begin with but what they need and wanted for Christmas was clothing. T'was the night before Christmas and I scrambled around to get to the nearest Old Navy store in town. I approached the sales clerk and proceeded with an exchange in hopes of getting two gifts cards that would be able to provide my girls with the clothing they need. The coats had the selling tags attached but there was no receipt.

The sales clerk informed me of the new return policy for Old Navy, They needed my drivers license and scanned the coats for the amount. The amount along with my information would be sent in to their headquarters and in 10 to 14 days I would receive a gift card for the amount of the coats. Problem!!! T'was the night before Christmas and I just received these two coats from the church a few days earlier, the amount on the gift card would have been $27.56 for both coats combined, and each coat had a selling tag of $68.00, I inquired about the price difference and the young woman replied "Their on sale now."

So the church spent $68.00 plus tax for each coat and we would get back $27.56 for a total on these two coats. "Wow". I am meeting our secret santas in January and will be taking the two coats to them and will explain the return policy of Old Navy and what I intended to do - Which was to take the balance owed for each coat, apply them to two Old Navy gift cards so my girls could get the clothing they need. I explained my intentions to the sales clerk, who smiled and said "I'm sorry, we have a policy". I'm sure the church will find two individuals who need the coats. I am no longer shopping Old Navy and will tell my story!

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Clueless and Rude Employees
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EDWARDSVILLE, ILLINOIS -- My sisters and I went to Old Navy this past weekend to take advantage of coupons we received for a charitable cause. We found lots of nice things, including slipper boots, but we needed a size up. I asked an employee for the next size up, and was shortly told 'no'. The check-out experience we had was worse, though. We step up to check out, my oldest sister went first. She has picked up a pair of slippers clearly marked $8.00, and they rang up close to $13. Someone I took to be a supervisor yelled back to see if they were $8 or the price they came up, and was told they were in fact $13. She asked my sister if she still wanted the slippers, to which my sister said no.

She wasn't rude about the error. Next I checked out, I handed my coupon over first, and when my items were rang up, it came up to almost $18, which wasn't right. The coupon had not been applied, it was still in the employee's hand. I asked if the coupon had been applied, and the supervisor said NO. And lastly, my little sister checked out with the same boots I had, and a pair of socks, and used my older sister's re-usable coupon (you could use the coupon at many different retailers as much as you liked). The coupon's discount was given, but the boots rang up almost $13, and not $8 as they were supposed to be.

The supervisor even asked another associate which shoes were on sale, and he/she said the tall boots with the pom-poms, which is what I got at sale price, and what my sister should have gotten at sale price. Overall, the visit was fine until check-out. The supervisor/trainer was very rude and snobby, not welcoming at all. All I can say is watch the sales total as they ring your purchases. :(

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Returns
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BARBOURSVILLE, WEST VIRGINIA -- 7/2009 - BEWARE!! If you are going to shop at Old Navy beware of the return policy that applies when the purchase has been made with a check. I recently shopped in Old Navy and needed to return some of the clothing that was purchased with a check. When the purchase was made, my check was processed as an electronic transaction and of course my original check was given back to me - pretty much the same as a debit purchase and since it was an electronic purchase, my account was checked for the funds plus the purchase cleared my bank quicker.

When I made the return I was not given cash back or even crediting the money back to my account would have been suitable - THE NEW POLICY IS THAT IF YOU WRITE A CHECK AND MAKE A RETURN, YOU HAVE TO WAIT TO RECEIVE A CHECK BACK FROM THE OLD NAVY CORP. OFFICE. The clerk was quick to point out the policy was on the bottom of the receipt - little late to change my mind if I find out the policy after my purchase has been made!!

A 10 day hold would have been understandable, but to process my check as an electronic transaction and then make me wait on a return check from the company!!??!! My shopping days at Old Navy are over and it is a shame because I shopped there often and especially at Christmas and back to school time.

By the way, last year Old Navy took clothing vouchers and this does not apply to me, but I felt horrible for a lady who had shopped in the store for 2 HOURS and watched her be rejected at the register, being told we do not accept those anymore - I felt sorry for her. By the way, I looked at the message the clerk had told the lady existed at the front entrance and it was tiny and not well displayed. Clothing vouchers or not, treating a customer with respect and dignity count!!

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What Happened to Old Navy?
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I'm not much of a mall shopper but back some years ago I would stop by Old Navy and check out some of their clothes. In general they were a bit too young for me, but I liked that they were reasonably priced and seemed to be kind of a good value. I'd pick up one or two things if they looked at least practical. I also thought the ads back then with Morgan Fairchild were humorous.

But lately, I've noticed that the quality at least on the men's side has plummeted to sub-Wal Mart Status. I would check out the shirts and if I tried one on, I'd notice that they were poorly fitted and simply not well designed. If there was a shirt pocket, it would almost go down to my belt line.

The last thing I was truly horrified by in Old Navy was a faux Navy peacoat. It was not just that it was not that precise of a knockoff, but it wasn't even made from wool, or as far as I remember, even cotton. Envision a navy colored Snuggy transformed into a jacket and you will pretty much get the idea. It's sad that even K-Mart seems to have better quality clothes now than Old Navy. I can get all cotton Henleys there and at least decent Fruit of the Loom underwear when I want.

I don't know who they are hiring as buyers, but they need to up the quality. The clothes now look like they would last one or two washes before mutating into Salvation Army material. It's a pity. Now it seems the quality at the GAP, Old Navy's parent company has lower its quality bar to what Old Navy used to be and Old Navy will sell anything that even vaguely resembles clothing.

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"Easy" Exchange
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SAN DIEGO, CALIFORNIA -- Email sent to Old Navy customer service:

I placed an order online, and I received it via UPS on March 30th.

Three of the items did not fit. I called Old Navy and placed an exchange over the phone. The representative said the new items would
be charged to my card, and that I could return the items that did not fit to the store. I returned the three items to Old Navy on March 31st.

As of today, April 7th, I am still waiting for my refund in the mail.

Also, today I called to check the status of the items being mailed in exchange, and two separate representatives informed me that they had no
record of an exchange. They "apologized for the inconvenience" but had no other suggestions on how to remedy the situation. My question is,
is there a way to find out who I called to place the exchange with? I had the girl read the order back to me several times. If I would've known I needed a confirmation number, I would've insisted I get one. However, it seems to me she should have known to give me one. Usually Old Navy is really great to their customers. I just feel like this is pretty ridiculous.

I have placed several orders on OldNavy.com, and so far have been very pleased with the results. After this, I will be a lot more hesitant to
use the website.

reply from Old Navy:

Thank you for your e-mail regarding your credit from your instore return. In order to best assist you with this issue, we ask that you
please call Old Navy Customer Relations at 1-800-OLD-NAVY, option 4, option 1, and then option 2. Our Customer Relations Specialists are
available Monday through Friday, 9 a.m. to 9 p.m., Saturday, 11 a.m. to 9 p.m., and Sunday, 12 p.m. to 6 p.m. ET.

We look forward to speaking with you soon. Thank you again for writing.

Sincerely,

Kaysha
Customer Service Consultant

...wow.

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Poor customer service
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ABILENE, TEXAS -- I went to return a pair of jeans for my daughter, and she gave me the wrong receipt, which was the receipt for a pair that had already been returned. The manager, Katie, was extremely rude, and acted as if I was running a scam by returning the same pair of jeans twice in order to get the money. How would I do such if I still had the jeans? I also felt as if she was hinting that I stole the jeans and was trying to bring them back without a receipt. We are working professionals, and will not be accused of doing such things, and I will not tolerate being treated like this at a place we frequent, and at a place where we spend lots of money. I had a receipt for $150.00 worth of clothes- why on earth would I need to rip off someone for a $30.00 pair of jeans? My daughter has since spoken with the General Manager, Jennifer, who of course, sided with her employees. This is not by any means surprising; (especially with my daughter having a background in law) we are aware that companies rarely take the heat for their employees' actions. I am not a "complainer" and would not be upset if I was not treated the way I was. Other customers were staring, and my son left because he was so embarrassed by the way Katie was making us feel. She went to the shelf, pulled a pair of jeans, and told her associate that she needed to "better explain this" to my mother so she would understand. My daughter gave me the wrong receipt, honest mistake, bottom line. This should have been handled with a simple retort of "Ma'am, you might have the wrong receipt, when you find the correct receipt, bring the item back to the store and we will gladly return your money" instead of being made to look like a fool in front of customers and other staff. My daughter and I shop at Old Navy weekly, and this woman in question, Katie, generally has an "attitude problem". If you ask her a question, she acts as if you are bothering her. Her overall demeanor leaves something to be desired. I can let things like that slide by chalking it up to a "bad day", but I will not tolerate her acting as she did. I will not let someone make me feel as if I am a common criminal. I am sure that “Katie” will get a slap on the wrist (if even that) for her behavior, especially after my daughter speaking with the manager and hearing what she had to say. I certainly hope that this incident raises a red flag as far as customer service goes and she does not make any customers feel this way in the future.

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Strong chemical smell in stores and on clothing
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I have just started noticed a really strong chemical smell in the Old Navy Stores. I actually had to leave the store, it was so strong. It was really making my eyes burn. My 8-year-old daughter even commented on it. We have been in 2 different old Navy stores in 2 different states and the smell is the same. I ordered some clothes online from Gap and Old Navy and the very exact smell is on the clothing. Does anyone have a clue as to what this could be? I really like shopping at Old Navy and Gap but if this smell continues, will be forced to not shop there any longer.

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Unfair and Discriminatory...
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I'm short. And I've had two children. I'm not massively overweight, but sometimes normal shirts don't fit me and I have to choose plus size. On the flip side I'm in petite size for pants... I'm just over 5'1". So I have to buy a lot online. Normally, that wouldn't be a problem. However, Old Navy offers coupons and discounts IN STORE. Doesn't do me any good. And they don't work online. So... because I'm short, I don't get discounts? I also have to risk buying something that doesn't fit, get it, try it on, and if it doesn't, send it back... because they won't accept them in store of course. What a pain!

On top of that, shipping. I can't just go to the store and grab a pair of jeans. No, I have spend an additional $7.50 to get them. So no discounts PLUS shipping. Discrimination anyone? Old Navy needs to add an online code for petite, tall, and plus sizes... and FREE shipping. Until something is fixed, I won't be shopping Old Navy, nor will over 400 mothers in my mother's group who had no clue about this situation until I went through it recently. Now they're appalled. Nice work Old Navy...

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Ridiculous Return Policy at Old Navy
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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!

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Ridiculous Exchange Policy
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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.

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Old Navy Rating:
Star Star Empty star Empty star Empty star
2.0 out of 5, based on 12 ratings and
85 reviews & complaints.
Contact Information:
Old Navy
1 Harrison St
San Francisco, CA 94105
415-427-2000 (ph)
650-874-7828 (fax)
www.oldnavy.com
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