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Order Not Received
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RIVERTON, UTAH -- ** I placed this order and paid for expedited shipping because my granddaughter is stuck at my house due to the virus- her parents are not able to travel and this child has no clothes here. I ordered clothes and spent the money and OLD NAVY will not ship, or answer my inquiry and have refused to refund me so I can order elsewhere. This is horrible service and now my grand daughter has no clothes still and OLD NAVY has my money- I've asked for the money back but they refuse and nobody will help. I am going to start posting this everywhere to let everyone know what they are doing during this pandemic.

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Customers, this is for you
StarStarStarStarEmpty StarBy -
Rating: 4/51

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 anyway?" 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 through 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 paid 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 paid 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 paid 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 anyway, 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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Merchandise Certificate Is Worthless to Me.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KANSAS CITY, MISSOURI -- I live in a rural community and thus I tend to do a great deal of my shopping online or once every few months when I am able to find a ride to the city to shop. I happened to be in the city on a business trip and decided to return some things to the Old Navy retail store because when I received them they did not fit and I had the person I purchased them for with me to try things on. I have worked retail for over 30 years -- so I knew without a receipt I would not be able to get a cash refund -- thus I did not even bother to ask.

I simply wanted a store credit that I could use to purchase different items that actually fit the person and take advantage of being in the store to ensure the right sizes were purchased. I was told that without a receipt I could not receive cash back -- to which I said duh -- I work retail. I politely explained that I live several hours from the actual Old Navy store and I simply wanted a store credit. The cashier was polite and explained that Old Navy policy was without a receipt I could only receive a merchandise certificate and that the certificate would be mailed to me.

This was frustrating -- but I did not take it out on the cashier and I figured oh well I will just use my certificate when it comes in the mail to purchase something online. So today the certificate came -- I opened it up -- and Skyped with the person I planned on using the credit for -- I even opened the Old Navy website and did some preliminary shopping.

Then I read the fine print that says the merchandise certificate is only good in the store -- not online. I am really pissed. I can deal with the certificate being mailed and I can deal with the need for a merchandise certificate being issued in lieu of a cash refund -- what really ticked me off was I had to show an ID and give a mailing address -- which the cashier even realized was not a local city to the store -- so I explained to the cashier point blank I do not live anywhere near an Old Navy retail store -- the nearest one is 80 miles away -- and that I would just use the credit online once I received it in the mail.

At that point the cashier did not bother to tell me I could not use it online -- she just reiterated it would be mailed and I should receive it within the week. So now I have this completely worthless merchandise credit, because it is going to cost me the equivalent amount of gas to get to the retail store as I received in the credit -- and because I have to show and ID to redeem it apparently -- I cannot send it to family members who live closer to the Old Navy retail store -- nor can I re-gift it or sell it for a cash value.

Like I said -- I get it -- no receipt, no cash back -- and I get it -- it allows Old Navy corporate and its accountants to hang on to their money as long as possible by mailing a merchandise certificate -- what annoys me is I cannot use the dang thing online and simply have a new certificate included in with the packing slip if I don't spend it all at once or pay the difference if I go over the certificate amount.

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Worst experience with in-store holding
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WILLISTON, VERMONT -- On July 2, 2019, I bought 6 pairs of jeans at Old Navy (Williston, VT 05495). Since I was not with an authorized card holder for the Old Navy card, I could not purchase my clothes (since I was using some of the cash rewards). This was fine with me, and their reasons made sense. However, they told me they would hold these items I chose (this whole package) for me for 24 hours. It was at 8:49pm. The next day, July 3, 2019, I went to the store as an authorized card holder around 7:30pm (still within 24 hours) to pick up and pay for my clothes. The cashier told me that there was nothing on hold under my name. I filled out my name and my phone number so that my clothes would be hold. I spent 2 hours on 7/2/2019 picking out these jeans (I'm small and my size is 8, so it's not that easy to find good pairs of jeans). I was so pissed off because these jeans I picked were the best ones, and they told me they put them back on the racks. I trusted these people to follow their promise of placing my clothes on hold and they just took them back on the racks. I spent another hour on 7/3/2019 to look for these jeans. Most of these jeans were in clearance, so I ended up buying different ones with higher prices. The money was not the problem, but I could never take back my 3 hours. Time is priceless. I also had a feeling that it was because I was Asian that the people at the store didn't want to hold my clothes (too poor to come back for those expensive clothes, maybe?) And I think that it is the right of women, regardless of size, shape, age, race, and socio-economic status, to be happy when they find the clothes that are affordable and fit their figures. I feel very betrayed that my time and my effort are wasted because of the employees' negligence in taking care of their customers at Old Navy. This is probably the last time I would come here again since I could easily find other places with better clothes, cheaper prices, and more caring employees.

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Online Return Customer Service Horrible!!!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ONLINE ORDER, PENNSYLVANIA -- Ordered 3 pair of pants for my son cause he is hard to fit. Well they didn't fit but he is 15 and he threw out the packing slip. I tried to exchange them in the store but they said without the packing slip they couldn't. Really? They had my card and everything. Called customer svs and they said they could not send me a copy of the packing slip (odd in 2013?). I used a prepaid Paypal card to purchase these which I now don't have because I closed the account to avoid monthly fees.

They said they could only refund money to that card. I don't have the card so I asked if anything else could be done. They said to return items and put a note in it (they would put a note in computer also) and tell them I don't have the card any longer and ask them to send a gift card instead. This was my only option so I did.

I received an email saying they received my return and were going to credit it back to my card. I immediately called them. They said they would make a note and make sure it came on a card instead. Well it never came. Called yesterday to see if it was processed yet. Guess what? They put it back on the card. Transferred me to some credit card division. Nothing they could do!!! Now I am just out $60!!!

This is what their employee told me to do and I am supposed to just suck it up like I did something wrong! I will never order from Old Navy again. Besides that their shipping is the slowest I have ever seen. Also the fact that if you buy an online item in the store and you can't return it is very strange and annoying. Obviously whoever bought it online was able to return it but because I bought it in store I cannot???

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Excellent Customer's Service
StarStarStarStarStarBy -
Rating: 5/51

RALEIGH, NORTH CAROLINA -- Last weekend, I really enjoyed shopping at the various Old Navy in the area where I lived. I started out at Triangle in Raleigh, then Southpoint in Durham, and on Monday, I finished up at Crabtree Raleigh Old Navy (06596). I had purchased over 100.00 worth of items so I began to look for my coupon for 30.00 off. After searching for a while, I went to see if I had left it in my car. Unfortunately, I didn't. Therefore, I went back in the store and told the cashier which in turn she asked a young lady who I assumed was in management. After speaking with her, another young lady named Ebony came over to see what was going on. I explained the situation to her.

I told her that I apparently left the coupon at home. I told her that I wanted the items which primary were jewelry for Christmas gifts for my daughter's friends. I told her I would be more than willing to call the coupon in along with my gap credit card and pick the items up on Saturday. I had to leave because my daughter had a 3:30 appointment.

Ebony immediately stated that it was not necessary and the fact that I visited the store almost weekly that she would override and give the discount. I was so impressed with her and her discussion. I was willing to call my Gap card to see if they could give me a number but Ebony said that was fine because she didn't want my daughter to be late for her appointment. I am so pleased and happy that she made this experience such a pleasant one. I used to shop a lot at Gap but because of this experience, I will be doing most of my business with Old Navy especially at store number 06596. Thanks Old Navy for hiring such a wonderful employee by the name of Ebony.

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Unethical business treatment
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NISKAYUNA, NEW YORK -- I am writing to express my upset over a recent incident at the Old Navy store in Niskayuna, NY. I went to return a pair of pants which I purchased for my daughter. The pants were damaged at the zipper. I did not have my receipt, however all of the tags were attached and intact. I did have the credit card they were purchased with, as well as the appropriate ID. The general manager was able to find evidence of the purchase, the price I paid for them and the date they were purchased on the computer. I was told that I had missed the '45 day' return deadline for Christmas purchases, and as result I could not receive the amount I had paid for them. This despite the fact that they were damaged. I tried to reason with the general manager, Greg Towe, however he was immovable and inflexible.

This was the worst customer service I have ever received. Given the fact that the pants were damaged it seems that accommodations should have been made to rectify the situation rather than digging heals in and refusing to assist. I will never set foot in Old Navy or any of it's affiliates again. Perhaps further education should be provided regarding customer service, being fair and cultivating relationships with consumers in the community.

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Returns without a receipt
StarStarStarStarStarBy -
Rating: 5/51

When dealing with a return w/o a receipt you have 3 POSSIBLE options depending on the situation:
1- if you made a purchase w/a card you can have that transaction seached up through the card, but keep in mind that after a certain time limit (i believe its the amount of days you have to do a return) that transaction can no longer be searched through the card.
2- if you don't have any form of a receipt or a card based purcahse to be used as a seach form you will receive store credit which will be mailed to you (its company policy and if any cashier is giving it any other way than thats a total violation that can get them fired, not to mention the register itself will only give you the option of store credit)
3- you can do an exchange purchase w/o a receipt but it MUST be on ONE TRANSACTION to avoid a mailed merchandise certificate(store credit), but keep in mind that you'll want to make sure that the purchase amount should be close to or greater than the return amount (change under a certain amout will go back in cash thats the only exception - the register will let the cashier know).
SIDE NOTE: An Online Return W/O an INVOICE or card search will automatically go back in a mailed merchandise certificate regardless, because online returns won't allow cahiers to make an exchange on one transaction.

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Old Navy Online NEVER shipped goods
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Refund Processed, but Was Sent Condescending Email
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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!

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Old Navy Rating:
Star Star Half star Empty star Empty star
2.3 out of 5, based on 18 ratings and
90 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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