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Old Navy Complaint - Ridiculous Exchange Policy - Exchange Policy
Complaint
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.
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.
Comments:
Posted by PassingBy on 2008-07-05:
They require a receipt for returns or exchanges. Otherwise how would they know you didn't steal the shirt and bring it back because it didn't fit?
Posted by Crown Jules on 2008-07-05:
Like PassingBy said, without a receipt how do they know that you are returning the shirt and didn't just take it off the rack and carry it up to the register claiming it was a gift? There most certainly is a merchandise loss for them if they wind up giving a free T-shirt to everyone who asks for one.
Posted by CrazyRedHead on 2008-07-06:
I have seen brand new Old Navy shirts in goodwill for $2.00-$3.00 that still had the tags on it from Old Navy, so how do they know that is not where it came from. I'm not saying that is the case, but just because something still has the tags on it doesn't mean that it actually came from that store. More and more retailers are taking after Target's policy of no receipt = no returns/exchange not even store credit.
Posted by heaven17 on 2008-07-06:
They require proof that the shirt was actually paid for. Why is that so unreasonable?
Posted by ThinkingForward on 2008-07-19:
Just because you have the item does not prove that the item was ever paid for. Also, having the tags on an item does not mean anything. This is a loss prevention issue. Usually, when you don't have a receipt, they will send you a store credit by mail which is entirely reasonable. As this was a gift anyway, why are you acting like you paid for this yourself. Righteous indignation is not warranted here. Perhaps if you came off with a better attitude, you'd find people are more willing to help you.
Posted by EducatedConsumer on 2008-10-09:
The tags are still on it!! What does that prove? Only, that you haven't taken the tags off yet. The shirt could be returned for store credit that's all, or you can keep the shirt and wear it a size to small.
Not sure why you would think this policy was unreasonable.
Not sure why you would think this policy was unreasonable.
Posted by JaimeGW on 2009-01-29:
As I said, it was a GIFT. How can I control the fact that the gift GIVER did not give me a gift receipt? Old Navy whores out their sales and such so vehemently during holiday time as what great gifts they are, so it is to be expected that people are receiving their merchandise as GIFTS. Why punish the gift recipient just because the gift giver was careless with the receipt! And how is it unreasonable? For the same reason that MOST STORES, aside from Target, allow you to exchange the exact same item for something in the APPROPRIATE size. It's called customer consideration. You all keep mentioning cost and how do they know it was actually paid for - blah blah blah. If they were so concerned about cost and savings, then why do they THROW OUT their hangers instead or reusing them? Yeah, sure, they are REALLY concerned about cost. So yes, this is a completely UNREASONABLE policy.
Posted by DigitalCommando on 2009-01-29:
Jaime, returning a shirt to be exchanged has no profit motive for you or a thief. There is no monetary gain in an exchange transaction so there is no incentive for any wrongdoing here. Why would a thief shoplift a shirt that is too small and then interact with a store employeee to get the proper size? In my opinion, Old Navy failed to perform a basic service without any valid reason especially when you consider the original tag was still on it.
Posted by JaimeGW on 2009-01-29:
Thank you, Digital. It is nice to see a voice of reason. A theif would have just taken them up on their offer to send the gift card in the mail at the value of their lowest selling price on the item.
Posted by cregitarian on 2009-12-21:
Nobody is "punishing" anybody, haha. You got a gift. The gift didn't work. If anyone is punishing you, it's the gift giver for not including a gift receipt! You didn't lose anything. Just get the mail certificate and go buy the right-sized shirt. Or whatever you want to buy. If you were timely about it, you'll probably get the same price the gift giver paid for it, too. And no, most thieves do not jump at the chance to repeatedly give their name and address to the company they are stealing from to get the certificate mailed to them. You're wrong. And the tags mean nothing. Tags are still on shirts when you steal them.
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