Old Navy Informative - Thoughts From An Employee
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.
-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 or 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 with out 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 don’t 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.
1.Keep your receipts!
2.Ask for gift receipts, from the cashier, and from those who give you gifts.
3.Try your selections on in-store.
4.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.
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 wouldn’t 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 can’t afford to be working until midnight and having to finish schoolwork before class bright and early at 7am. That is a slight exaggeration, but sometimes, it honestly isn’t. 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