Old Navy Customer Service Issues

I had a disappointing experience at the Vista location. I placed an online store pick-up order for a shirt and a hoodie but did not receive the email confirmation. When I arrived, the employee said they were looking for one item and I waited with my children. After a while, I was informed the item couldn't be found. I later received an email stating part of my order was ready. When I tried to pick it up, the price was different from what I paid online. The cashier was unhelpful and rude, insisting I reorder online for the correct price. Eventually, the first cashier assisted with an override. During checkout, my kids played with a mannequin and the employee was rude about it. She refused to provide her name and was unprofessional. I felt disrespected and humiliated. As a busy mother, I chose online pick-up for convenience, but the service I received was disappointing. The employee lacked patience and respect, which doesn't align with the family-friendly image of Old Navy.

I inquired about allowing someone else to pick up my in-store order. Although I had selected a "pick up person" when placing the order, I needed my fiance to collect the items since I couldn't make it. Initially, the associate agreed to leave a note for my request. Unfortunately, when my fiance arrived, he was informed that it wasn't possible. I understood the policy but called to inquire about the miscommunication. The associate I spoke to was unhelpful and indifferent to my concerns. She simply stated they couldn't accommodate the request without much empathy. The lack of effort to assist in resolving the situation was disappointing. Instances like this can deter customers from returning. This encounter happened at Old Navy in Providence Place Mall, Rhode Island, on March 1st, [redacted].

While shopping at ON in Framingham, Massachusetts, I encountered an issue during checkout. The cashier, who was nice, had trouble with an item without a tag. When I returned with a tagged shirt, she got sidetracked helping another customer and then called the next person ahead of me, causing a delay. Another cashier, Steve, loudly interjected and took an unpleasant tone, which was unnecessary and embarrassing. The original cashier rectified the situation and was apologetic. I did not appreciate Steve's rude behavior and would like Old Navy to address the incident involving him. Thank you.

I purchased three pairs of pants from your store - two pairs of straight leg twills and one pair of blue jeans. However, I noticed that the waist of the jeans is two inches larger than the twills, causing them to slip down without a belt. Additionally, all three pants have very short zippers, making it difficult to use the restroom without undoing the belt and lowering the zipper significantly. This design flaw is inconvenient and impractical for daily use. I believe a redesign with longer zippers would greatly improve the functionality of the pants. Thank you. - Doug

During my visit to store number #[redacted] in Gulfport with my mother, I intended to exchange some items for larger sizes purchased elsewhere. Carrying my old navy bag, I made my way to the baby section where two associates offered assistance, which I declined. Unfortunately, the sizes I needed were not available, prompting me to consider other items. When I realized I needed to return to my car, the associates seemed to suddenly suspect me of theft as they watched me leave. Despite my mother remaining in the store with the intended items, I was met with suspicion upon re-entering. The cashier initially hesitated to process my exchange without a complete receipt. Eventually, I had the digital receipt sent to me, but the whole experience left me disheartened and reluctant to make any further exchanges.

I visited your Carl D Silver Parkway location in Fredericksburg, VA to pick up two online orders in-store. When I arrived at the pick-up area, a sales floor staff member directed me to join the regular line despite Old Navy's stated policy of expedited in-store pick-up. This experience contradicted my usual efficient in-store pick-up experience at Old Navy. Even though the associate, perhaps Courtney, insisted I wait in line, a cashier eventually helped me promptly. I suggest training all associates on handling in-store pick-up orders to ensure consistency and better customer service.

On Sunday, March 17, I returned to the store, but there were only two workers present. I stood in line as the cashier and manager helped a customer with a return for about 17 minutes. When it was my turn next, the manager, Carrie, decided to assist another customer who was actually behind me in line. Despite this, I waited in the original line, but became frustrated when the gift card given to the other customer did not work, causing a delay in the transaction. With the line growing longer, the manager was occupied and unable to assist promptly, leading to a situation where I eventually decided to leave without completing my return.

I recently visited the Old Navy store located at [redacted] Alicia Pkwy, Laguna Niguel, CA [redacted], and wanted to comment on the presentation of clothes there. While browsing, I came across a table with a large sign advertising items for $10. I picked out a sweater from the pile on the table, assuming it was also priced at $10. However, upon reaching the checkout, I was informed by the sales clerk that the sweater was actually $29.99 because it was positioned behind the sign. I expressed my frustration, pointing out that a sweater displayed on a table with a prominent $10 sign should indeed be priced at $10. The clerk mentioned it was due to space constraints, but I suggested that the back of the sign should have clarified the actual price. Feeling disappointed by the experience, I decided to leave without making any purchases and am now considering whether I will return to shop at this store in the future.

Good Afternoon, I am disappointed with my treatment as a loyal customer for 15 years by an employee named Courtney, who claimed to be the store manager at the Fredericksburg Virginia store. As a retired US Navy Veteran, I was shocked at the rudeness displayed by a store manager. I did not serve my country to be treated in such a manner. I simply wanted to inquire about the pricing discrepancy on specific graphic tanks. Despite only wanting clarification on the price difference, Courtney accused a customer of moving the shirts under the incorrect signage. Her response was disrespectful, prompting me to ask for her name. Regrettably, I do not intend to make further purchases at this store. This encounter was the most unsatisfactory shopping experience I have faced at Old Navy, despite having had positive experiences in the past.

I am frustrated with the in-store exchange policy for online purchases. It is inconvenient to have to return items bought online to my debit card and then repurchase them in the store, causing my money to be tied up for days. Having the option to exchange items in-store with my online receipt would make the process much easier, especially when online shopping for items like clothing where sizing can be uncertain. I enjoy shopping at Old Navy online, but the exchange policy for online orders makes me consider shopping elsewhere for a more seamless experience.

I have bought numerous items from Old Navy without any problems in the past. Recently, I bought two pairs of size 10 long curvy jeans (one black and one blue). I loved how they fit and feel. However, while on a business trip, I had the Ritz Carlton staff dry clean my black pair, and they shrank significantly. I chose dry cleaning to prevent any complications, but now the jeans are tight and too short. Could you explain why this happened? Is there a flaw in the product that caused this shrinkage? I have been a loyal customer, spending thousands on Old Navy, Gap, and Banana Republic for myself and my family, and never encountered issues before. This experience has left me disheartened, and I am contemplating switching brands. Any advice or assistance you can provide would be highly valued.

I recently returned an item at Old Navy in Downtown Seattle. Unfortunately, my receipt was barely legible as I had to retrieve it from the trash. I misplaced the debit card used for the purchase but presented the new card linked to the same account. The cashier was friendly and willing to assist, seeking the manager's approval for a refund. While I was open to receiving store credit, I appreciated the cashier's effort. Upon the manager's arrival, their abrupt manner was off-putting. They cut off the cashier with a curt directive for store credit, displaying a lack of professionalism. The cashier, apologetic for the manager's behavior, seemed uncomfortable. Witnessing this interaction left me taken aback by the manager's treatment of staff. Moreover, as I exited, the manager was engaged in unprofessional behavior near the entrance, ignoring my presence. There was a notable absence of any acknowledgment or greeting from them.

I recently made a purchase that took a long time to arrive. While I was somewhat happy with my order, I was disappointed with the exchange process. I attempted to exchange the item for a different size in-store, but they never have it in stock. This means I'll have to return it by mail and wait longer to get the right size. I was really upset by this situation. Even though I like the convenience of online shopping, the shipping time and lack of availability at my local store for exchanges is frustrating. The item I bought is now on sale on your website, but I can't benefit from the discount due to the slow shipping process and the item being unavailable at my local store.

My experience at Old Navy while trying to return three maternity items was truly frustrating. The process took nearly an hour as I encountered multiple issues. Initially, a saleswoman made offensive remarks about herself, which I addressed. Requesting the manager resulted in pushback, and the item I was returning had a hole, despite being marked out of stock (which was incorrect, as I found it available online at a higher price). The manager's solution was to choose a different item, which I declined. After a lengthy wait and facing difficulties with resolving the inventory discrepancy, I had to take charge by suggesting solutions. Throughout this, the saleswoman's attitude was unhelpful, and the manager's handling of the situation lacked empathy or apology. Despite the challenges, one salesperson stood out for being sympathetic and attentive, offering me a chair and support. Their kind gestures made the challenging experience a bit more bearable. Overall, the lack of customer service and professionalism during my visit has left me extremely dissatisfied.

I must admit, I'm a huge fan of your clothing line, especially your jeans. They fit curvier body types so well, making jean shopping a breeze. Recently, I purchased your high-waisted rockstar black superskinny jeans and fell in love with them. I then bought them in dark denim, but unfortunately, they were poorly sewn, leading to unraveling threads in the crotch area after only two wears. Although I disposed of the receipt, I wanted to inform you about a possible issue with this batch of jeans. Despite this mishap, I will continue to shop at Old Navy as I believe this to be an isolated incident. Looking forward to continued satisfaction with your products. Sincerely, L.

I made a purchase for about $[redacted] and used my PIN, specifically checking if I could get cash back for potential returns. Despite the busy day and misleading sale signs causing me to spend more than anticipated, I confirmed with the staff that cash would be an option for returns. However, when I tried to return the items today, they insisted on only crediting back to my card. Even though they acknowledged their error, they refused to correct it. Upset by their attitude, I threatened to return everything and take my business elsewhere, but the response was dismissive. I have my receipts to prove my claim. Such unprofessional behavior should not be tolerated. If they want to retain my loyalty, a significant credit is necessary. With my annual spending at Old Navy, I expect better customer service. I am deeply disappointed and will be sharing my experience with others.

I have been purchasing Old Navy clothes for my daughter since she was born. After noticing she grew 1/4 inch, I bought some 5T shirts online. Unfortunately, they shrunk significantly after washing and ended up being the same size as her 4T shirts. When I tried to return them at the store, I was informed that washed items couldn't be returned. This left me questioning if Old Navy has changed its toddler sizing or if the shrinkage was excessive. Despite being a loyal customer for 15 years, the lack of flexibility in returns and uncertain sizing has made me reconsider shopping at Old Navy. I might opt to spend a bit more elsewhere for better quality clothing and improved customer service standards.

On the 21st and 22nd of March [redacted], I visited the Northridge store in CA where there was a 30% clearance sale. However, when I reached the register, I did not see the discount applied. The manager, R. O. M. I., explained that the discount was already included in the prices. Despite showing him the sign, he insisted the prices were correct. This has been a common issue with the clearance section where prices do not match the stickers. Unfortunately, I did not receive the additional discount on my purchases. Please reach out to me to discuss this matter further. Thank you, Claudia.

During a recent visit to the Westmoreland, PA store with my husband and one-year-old, a store associate approached us offering help. Despite declining help twice, another associate was summoned and began following us around. Feeling uncomfortable, I decided to leave the items I had picked out for my child and went to shop at another store for summer clothes instead. The experience was off-putting, and I feel that the associates' behavior cost Old Navy a potential sale of over $[redacted]. I prefer to be the one to seek assistance when needed and I felt their actions were intrusive. Due to this unwelcoming experience, I have decided not to return to Old Navy in the future.

Hello, I placed an order online yesterday to pick up items in-store. I did not receive an email confirming their availability. I received an email instead saying that a pair of men’s shorts had been shipped to my house when I intended to pick them up in-store. I was charged $17 for shipping on an $18 item. I am particularly disappointed because a Jean jacket I ordered for my daughter as an Easter present was canceled without notice. I would like a refund for the shipping charges on my Visa for the shorts and I would appreciate if the Jean jacket could be reordered and shipped with expedited shipping at no extra cost. Thank you for your help. Order number: TX0SMYV. Best, K. Rearden