Old Navy Customer Service Issues

I recently went to return some items that did not fit properly from an order I received. While trying to return one of the tops that did not have a tag, the manager accused me of wearing it and refused the return. I explained I never noticed the missing tag or wore the item, but she continued to be rude and embarrass me in front of other customers. After speaking with customer service, I received a refund, but now have to mail back the item myself, which defeats the purpose of going to the store. This experience at the Old Navy store in Vernon Hills, Illinois has left me feeling mistreated and blamed for something I didn't do. I am deeply disappointed in the manager's behavior and don't plan on returning to Old Navy or making any future orders due to this negative encounter. Training on customer service etiquette would greatly benefit the manager at that store.

I'm feeling frustrated after a recent trip to return items at Old Navy. I rely on online orders since I don’t live near a store. When I went to return items, the cashier couldn't locate my orders, and I had to enter my card multiple times. Eventually, I showed her the receipts on my phone, but she stated the return was outside the 45-day window. She still offered a gift card since I planned to shop for my family. However, when she scanned my ID, it was denied due to allegedly exceeding the return limit of 3 times in a year, which I don’t recall ever doing. Despite having receipts for all items in perfect condition still being sold, I was embarrassed by the situation. It’s disappointing to be treated suspiciously by a company where I spend so much, even holding a credit card. I now intend to clear my balance and close my account to avoid further unwarranted embarrassment.

Yesterday evening, I placed an online order for pick up consisting of seven different items under order number #THBJLJY. This morning, I received an email informing me that none of the seven items are currently in stock. I find it hard to believe that not a single one of the items is available after spending $[redacted]. As a tall individual, it's challenging to find pants, and Old Navy has been my go-to store. Considering this experience, I may explore shopping at JCPenney, where my sister-in-law mentioned they offer tall sizes as well. I plan to visit the store today to check if any of the items are available in person as I urgently need them for a work conference. If even one item is in stock, I will be reaching out again, including speaking with the store manager.

I recently won a golden flip flop at Old Navy and attempted to use the coupon on Saturday, June 5th. Upon presenting the coupon, I experienced an uncomfortable situation where the manager questioned its validity, mentioning they should mark such coupons to prevent reuse. After explaining where I found the flip flop, I felt embarrassed as other customers listened in. I was disappointed by the lack of enthusiasm from the employees and felt like a criminal. I suggest allowing winners to redeem their coupon on the same day to avoid similar incidents. This occurred at the Old Navy in Wesley Chapel, FL.

As a new customer, I must express my significant disappointment with the service I received. I made two online orders, both paid for with a prepaid VISA card. The first order got canceled on June 26 due to address verification issues, with the refund only returning today. Despite multiple calls to customer service and a visit to the Old Navy store in Raleigh, NC, the funds' return was delayed. The second shipment didn't fit my son, so I tried to exchange items in-store. The process became frustrating when I couldn't use the canceled order funds along with the received items' payment. I ultimately left without purchasing anything and couldn't receive a cash refund for the returned items, despite the manager acknowledging the situation. I hope my experience serves as feedback for your company to improve its professionalism and customer service.

My name is Tara Colon. I visited store number [redacted] on 7/12/[redacted] to exchange some items. I had waited in line with my four-year-old, who was getting restless. When I finally reached the cashier, she asked for my license. I quickly ran to my car to get it, and upon my return, I had to wait again as the same cashier helped another customer. Eventually, she told me to go to the back of the line because more people had joined it while I was getting my license. I was frustrated as she had initially said it was fine for me to retrieve my license quickly. It was disappointing to have to start over in line after all that wait. I hope others don't have a similar experience.

I recently went to the Smithfield, RI store for a buy online, pick up in-store order. Upon arrival, I waited in the designated spot. After a few minutes, Kayla, the clerk, instructed me to join the regular sales line, which had gotten longer during my wait. This contradicted the convenience of my chosen pickup method. When I finally reached the counter, I requested the manager's name to address my experience but was denied by Kayla. I left feeling frustrated, called the [redacted] number to express my concerns, and tried calling the store to speak with the manager. Miranda, the manager, did not acknowledge her staff's conduct, retorting defensively and offering a superficial apology. I am disappointed and no longer plan to shop at Old Navy. I will be composing an email to share my disappointment. Actions speak louder than words – how will you address this issue moving forward?

I would appreciate your assistance regarding order #THB1BNJ as I have encountered numerous issues with it. Initially, out of 64 items, 30 were sent to the store, and the remainder were shipped. Unfortunately, upon arrival at the store, only 21 items were available. During checkout, only 19 items were received, even though 21 were listed, resulting in a search for the missing 2 items. Instead of shipping the 9 missing items, they were canceled, necessitating a credit before the items could be shipped again. A total of $[redacted] was charged with $[redacted] returned, and each shipment was charged separately, leading to a negative balance in my account. Despite calling to have the 9 canceled items reshipped, only 5 items were received for unknown reasons. Following another call, I was informed that I owe over $25 for the missing items. This experience with Old Navy has been incredibly frustrating. Throughout this process of 4 shipments, 5 calls, and 2 store visits, I now find myself owing $25 for 4 missing items which is unacceptable considering my significant purchase of over $[redacted] with your company. This has been a disastrous experience and I believe some compensation is warranted other than a mere 30% discount.

I had a disappointing experience at Old Navy Store [redacted] in Boynton Beach, Florida yesterday. During my checkout (Transaction# [redacted], Reg [redacted]) at 2:58:35 pm with Cashier [redacted], I encountered a lack of professionalism. The cashier struggled with basic math when I paid $[redacted] for a $92.30 purchase, using a cellphone calculator to calculate change. Despite the screen showing $7.70, she gave me $7.07. She then needed a manager's assistance and I decided to walk out, leaving the $0.70. The cashier's performance was unacceptable, and it reflects poorly on the store. This experience, along with observing other issues during my time there, has discouraged me from returning. The store should address these deficiencies promptly.

I have always been a fan of ON clothing and wear it daily, especially the women's tops for various occasions. However, this year I have noticed a decline in quality control. Several items I purchased, such as the safari pattern dress and pants, had the animals and birds printed upside down. Even after visiting multiple stores, I struggled to find items without this issue. The sizing has also been inconsistent, with garments labeled incorrectly. I had to travel far to find a specific dress, only to discover the print was flawed. I hope ON can improve their quality control to prevent such oversights, like sewing fabric pieces in the right orientation. I would appreciate receiving correctly made replacements.

I visited your Holyoke mall store yesterday and I was disappointed by the customer service at the checkout. The store was untidy, and the employee who assisted me was impolite. During the transaction, there were pricing discrepancies on two items which I pointed out by referring to the stickers. The employee seemed annoyed and had a negative attitude throughout. As she handed me my bag, she rudely called out to the next customer. This experience has made me prefer online shopping in the future due to the employee's demeanor. I do not plan on returning to your store and will opt to make purchases online instead.

I ordered merchandise online and had it delivered at home without any issues. When trying to return items at Old Navy at Butler Plaza in Gainesville, Florida, I faced challenges. The staff member at the register refused to accept the email receipt on my phone, and without my credit card, she was unwilling to assist me, showing a lack of helpfulness. Frustrated, I had to drive to Ocala to return the items successfully at another Old Navy store (#[redacted]), where the printed receipt wasn't even required. Despite being a modest Old Navy customer, spending around $[redacted].00-$[redacted].00 annually, this negative experience has led me to vow never to return to an Old Navy retail store, specifically the Gainesville location.

I went to the Old Navy store at [redacted] Edmondson Rd, Cincinnati, OH [redacted] on July 25, [redacted], to redeem my super cash. The super cash promotion stated $10 off EVERY $25 spent. As a regular customer, I understood that spending $75 would mean receiving $30 off. Therefore, I selected $80 of merchandise. Upon checkout, I was informed that I could only get $10 off. The cashier acknowledged others had similar concerns that day and called the manager, who confirmed the $10 discount. This discrepancy made me consider returning all items. If the super cash terms mention $10 off EVERY $25, it should be honored accordingly when spending multiples of $25. While I enjoy shopping at Old Navy, I expect the coupons I receive to be honored correctly.

I recently visited the Old Navy store at Apple Valley Mall with my friend. We found items we wanted to purchase and stood in line around 10:30 am. Despite the store not being very busy, we encountered an issue. One of the cashiers interrupted the line to ask for donations to the Boys and Girls Club, prioritizing those willing to donate over us. Feeling overlooked, I decided to leave all my items behind and exit the store with my friend. It was disappointing to experience such poor customer service. As a small business owner myself, I understand the importance of treating customers well, and this experience fell short. Today, Old Navy lost two customers and missed out on a significant sale. - H. B.

I visited your Apple Valley Mall store last Sunday while waiting for Dillard’s to open with a friend. We found several items to buy and stood in line. It was busy with four people ahead and about four behind us. When the first cashier finished, she asked for donations to the boys and girls club, and the person at the end of the line rushed up to be helped. This happened again with the second cashier, and after the third time, we left the store feeling neglected. It seemed like only those willing to donate were being assisted promptly. As a small business owner, I understand the importance of customer service, and your store's treatment of customers needs improvement. With many stores struggling, it's vital to ensure all customers feel valued. Please reconsider your policies. Thank you. - Heidi B.

Hello, I've been a loyal customer of your mid-rise ankle pants and they are my favorite dress pants. Despite following the washing instructions diligently, they always seem to fade. Even after buying a new pair with a "no fade" tag and using color-sensitive detergent, they still faded after the first wash. I appreciate the quality and fit of the pants but I find it frustrating to spend nearly $40 on pants that fade so quickly, especially when they are advertised as no-fade. I hope you can create a truly no-fade version of the mid-rise pixie pant in the future. Thank you for your attention to this matter. Best regards, B. Magott

Within the past year, I bought two pairs of Old Navy jeans with a 40-inch waist and "flex" material. Following the care instructions on the inside tag, I noticed material separating from the stitching around the back right pocket on both pairs. I have pictures of the defects and the jeans from the purchase at the store in Cherry Hill Mall, New Jersey, and can provide them upon request. Although I don't have the original receipt, I signed up for the membership club and will search my emails for the welcome message to confirm the purchase date. I am seeking store credit to replace the jeans.

Dear Old Navy, I want to express my appreciation for your recent changes regarding skinny jeans. As a 65-year-old who prefers this style, I have struggled with the excessively low rise of your skinny jeans in the past. However, when I recently tried on a pair of black skinny jeans with a regular rise, I was pleasantly surprised and relieved. It was a refreshing experience to find a pair that fit comfortably without hanging too low on my waist. I encourage you to continue this trend and consider applying the same approach to your khakis, which still seem to have a very low rise. It's important to remember that not all customers are young millennials, and there is a market for fashionable clothing that caters to older individuals with different body types. It would be great to see more inseam options like 28 and 29 inches available, as 30 inches can often require costly alterations. Congratulations on making progress in addressing these issues. Recognizing and accommodating diverse customer needs is essential for a retailer, and I hope you continue to prioritize inclusivity and comfort in your clothing lines. Sincerely, [Initials]

Tonight, I visited the Old Navy store in Tallahassee, Florida, and found two dresses on the clearance rack marked at $8.99 each. I selected them along with other items. However, when I got to the checkout, the employee informed me that one dress was $32.99 and the other was $34.99, not the clearance price. Despite explaining where I had found them and their labeled price, he insisted on the higher prices. I offered to show him the rack but he declined due to closing time. Feeling frustrated, I purchased the dresses and left. I mentioned that one dress had a small spot, possibly why it was on clearance. In my opinion, if items are mistakenly placed on a sale rack, customers shouldn't be held responsible for the error.

I attempted to return or exchange a pair of jeans I bought online earlier this year. The cashier mentioned I would only receive .97 back due to them being an older style. When I tried to exchange them for another pair, I was informed they were now on sale. I had chosen the Rockstar super skinny (mid-rise) style. Interestingly, the Rockstar super skinny (low-rise) were 30% off except for jeggings. I was confused as to why both styles, despite being the same design with different rises, did not have the same discount. The cashier was unhelpful and impolite, simply stating she couldn't assist me. This negative experience at Old Navy was disappointing as I have never encountered such poor customer service there before.