Old Navy Customer Service Issues

On the 5th of July, [redacted], at 5:29:56 PM at store [redacted], during transaction [redacted] with cashier [redacted], I experienced an issue with Mr. Alejandro. While I was attempting to exchange and return some items for different sizes, he did not include one apparel item in the bag. Mr. Alejandro seemed visibly frustrated by the number of items across four different receipts that he needed to search for. He hastily folded the clothes, insisting they were all there. However, upon reaching home, I discovered that a cargo short was missing from the bag.

I had a really bad experience at the store in Liberty Center Mall today. When I tried to return two tank tops without tags, the store leader, Sarah, and an employee, Jake, accused me of wearing and washing them. They made a scene in front of other customers, which was embarrassing. I spend a lot of money at this store, and the way they treated me was unacceptable. I used my rewards on those tops, and I only got around 50 cents back for two shirts. The employees were so disrespectful and seemed to care more about the refund amount than customer service. I am so disappointed with Old Navy. I will be canceling my card once it's paid off and taking my business elsewhere. This kind of treatment is appalling, and I hope they address the behavior of their employees.

Order #TKC3XQH I promptly received my order by mail, but the items were too small. When I visited Old Navy location #[redacted] in Dallas, Texas, they were sold out. Waiting in line, I asked the cashier for a refund, and she assured me it would reflect immediately on the debit card used for the purchase. However, the refund has not been processed yet. I needed the money to buy my daughter's school uniform shirts urgently. Despite starting school today, she had to wear an old faded shirt from last year. If I had known the refund wouldn't be instant, I would have considered trying different Old Navy locations. I believe that since I paid with a debit card, which is similar to cash, the refund should be as prompt as the initial transaction.

Hello, I want to share my positive experience at your store on [redacted] Queens Blvd. (Rego Center). I visited a few weeks ago to find shorts for my son. An Associate helped me by searching for the right size, color, and style. Despite not finding what I needed, I appreciated his personalized assistance. He was friendly, polite, and went above to assist me. I regret not getting his name, but he was a young, slim, African American male who mentioned being new to the store. I believe Old Navy made a great hire. I will definitely return to shop there again.

I was gifted ankle booties and a pair of jeans, but unfortunately, they're not my style. I don't have the receipt, and the tag on the boots is torn, making the barcode unreadable. I'm unsure if I can return or exchange them without a receipt. I'm looking for guidance on how to proceed. It seems like I might have to return them by mail, but I couldn't find clear instructions online. My nearest store is currently closed, so I'm unable to visit in person for assistance.

Dear Old Navy Team, I am a dedicated shopper who looks forward to your sales emails daily and frequently recommends Old Navy to coworkers. However, my recent experience at the Willowbrook Mall store left me utterly disappointed. On 9/16 at 6:34 pm, as I was trying to pick up my online order, I ran into a family member and we found a great deal on sweatshirts. Despite receiving assistance from associate Danicka for my online order, the manager, a Hispanic woman with light brown hair, displayed an unhelpful attitude. She rushed us to check out on the second floor as the store was closing, refusing to assist further and making us wait in a long line. When I confronted her about the poor treatment, she ignored me. Another associate made rude comments about customers. The lack of professionalism and disrespect shown by the staff has left me deeply upset. Despite being a long-time customer, I am disappointed in the service and treatment received at this location, and I will no longer shop at Willowbrook Mall's Old Navy.

I purchased a total of 10 items for $[redacted].49 before tax, which came to $[redacted].67 with tax. I selected the 5-7 day free shipping option since your website offers free shipping for orders over $50. However, I'm being charged an extra $[redacted].88 for shipping, which was not what I agreed to during payment. Additionally, I am receiving emails stating that my items will be shipped separately at different times, which is not what I expected. I did not authorize Old Navy to charge my card multiple times. Please address this issue promptly as I find it unreasonable to spend so much on shipping, especially when my items will take 10-15 days to arrive. I can be contacted at [redacted] or [redacted] This experience is disappointing, and unless resolved, I will not be making any future purchases from Old Navy.

Subject: Concerns About Legging Availability and Pricing Hello, I am reaching out to address concerning business practices by the company regarding the availability and pricing of leggings. When I initially tried to purchase leggings for my daughter three weeks ago, there were no significant sales, and various sizes were in stock. However, the next day, when I returned to make a purchase, a sudden 40% off sale was on but only size 6 was available, contrary to what was previously shown. Upon subsequent visits, the availability and pricing of leggings seemed to fluctuate dramatically. I encountered issues with size availability and pricing differences between online and in-store purchases. When I finally made my purchase, I discovered sufficient stock in-store and noticed a price difference that would have been more cost-effective for me. Given my long-standing patronage of over 20 years, this experience has left me disappointed and suspicious of these rapid changes in inventory and pricing practices. Thank you, J.H.

I am disappointed with the prolonged shipping times for my recent online order. I opted for 5-7 day shipping on an order placed last Friday, but it is being shipped in two separate packages. One package is scheduled to arrive this Saturday, while the other won't be here until Tuesday, which is 8 and 11 days from my order date, respectively. I value the free shipping offered, but the inconsistent delivery dates do not align with my expectations. The items are essential for my children, and while I appreciate the quality and pricing of Old Navy's children's clothes, the shipping delays are frustrating. I do not want to be compelled to upgrade to a paid shipping option due to inconsistencies in meeting the selected delivery time frame.

I usually don't shop at Old Navy in-store, but yesterday I decided to go to the Newnan, GA location at around 7pm to buy a gift. I found a few jackets and other items that would be perfect for the occasion. At checkout, I requested a gift receipt and emphasized that these were gifts. The cashier asked if I wanted a receipt for everything or just one item. I confirmed that I needed a receipt for everything. However, when I checked the receipt, it only listed one item. I spoke to a man I assumed was the manager since the cashier was going on a break. He said the only solution was to return all items and rebuy them, even though I had raised the issue promptly. This meant waiting in a line of at least 6 people. The handling of the situation disappointed me and reinforces why I prefer not to shop in stores. The idea of standing in line to return and repurchase all items just to get a proper receipt seemed unreasonable. I would have appreciated if they could have retrieved the transaction on another register or had the cashier assist on the adjacent one. I was informed I could use the survey provided as a substitute receipt due to the transaction number. Although rushed to deliver the gift, I am dissatisfied with the overall shopping experience.

I have requested a refund on my account because I only intended to pay $[redacted].00 but accidentally paid $[redacted].00. After contacting customer service, I was informed to wait 7 days before calling back. When I followed up on 10/16, the representative noted the refund request but it wasn't processed. Then, on 10/17, I was told the refund had been initiated. It's frustrating that the money was deducted from my checking account on 9/21, and now it's approaching the time to pay my bill again without receiving the refund. This discrepancy between what each representative told me has left me disappointed and unable to relax. I just want my money returned promptly. This delay in receiving my refund is unlike my previous experiences, especially given that I hold multiple cards with Synchrony Bank.

I am inquiring about why I cannot combine my Old Navy cash with the 20% discount. I believe that I should be able to use both as I have earned the cash by shopping here regularly. It seems unfair not to be able to use the extra $10 off my purchase. I find it frustrating that I cannot take advantage of the deal along with my earned cash. This kind of policy feels like a tactic to entice us to shop and earn cash that is not as beneficial as it seems. Unlike Old Navy, Target allows stacking deals, which I appreciate as a customer looking for the best offers for my family of four. While I do prefer Target's quality, I still shop at Old Navy for my children's clothing. However, after this experience, I am disheartened and will be taking my business elsewhere.

There were over 10 people waiting in line at the store. As the line moved slowly, a girl left a register to put away clothes, causing frustration among waiting customers. When questioned about her priorities, she explained she would get in trouble if the clothes were not put away. After struggling with insufficient staff and customers leaving, the writer suggested the store allocate more hours to avoid such long lines. Despite the issue, the cashier seemed accustomed to the situation and was unaware of the customer service number. After some discussion, a manager was called to provide the home office number. The writer remained calm and friendly, emphasizing the need for better staff preparation and training. They emphasized their supportive stance and highlighted the importance of constructive feedback for improvement without intending to create conflict.

Subject: Order Cancellation Inquiry Hello, I'm reaching out to inquire about the recent cancellation of my order #TJN306X. I am currently in the Philippines and won't be back in the United States until this Saturday. Could you please provide information on why the order was cancelled? Any assistance in resolving this matter would be greatly appreciated. Thank you, Mary Rose

I would like to file a complaint about the Old Navy store in Asheville Mall, NC. On Monday afternoon, around 1:30 pm, I visited the store to shop for my toddler and older son. Unfortunately, the store was extremely disorganized. Clothes were piled everywhere, and the folded shirt tables were overflowing with items, making it challenging to find specific sizes. The toddler section was particularly messy, with not a single shirt properly folded. Instead, there was a jumble of clothes in different sizes. The staff, while friendly, seemed more focused on chatting and laughing near the dressing rooms than maintaining the store's appearance. I understand the store had a recent sale, but the lack of organization was unacceptable. Having worked in retail myself, I know that such a state of disarray would not have been tolerated.

I placed an order over the phone last month. After waiting a few days without receiving an email confirmation, I called customer service. The agent sent me the details from their personal email as I still hadn't received anything. Now, I recently placed another order on 10/20 and only received a thank you email. Despite being told the package would arrive on 10/30, this is well past the usual 5 to 7 days for delivery. I rely on the confirmation email for order issues. Sometimes, the orders are sent without an invoice, making it challenging for refunds. I believe there might be a lot going on at the moment, causing issues with emails and invoices, which are crucial for documenting payments.

Hello, I received my first order from Old Navy and unfortunately, the package arrived with a dirty sweater that had food marks and sweat smells on it. The sweater looks stretched and appears to be a size M rather than what I ordered. Is this normal for Old Navy? My order number is TJMH541. Thank you, Lana

I would like to file a complaint regarding a purchase I made at Old Navy in Dallas Texas on July 29, [redacted], where I used my credit card. However, unauthorized charges from Florida appeared on my statement. When I approached the store and spoke with the manager, I was informed that they could not assist me. I have kept the purchase receipt and the bank statement reflecting this charge from Florida, which I did not make. Here are the details from my receipt: Date 07/29/[redacted], Transaction: [redacted], Register: [redacted], Cashier: [redacted], Time 1:42:53. I hope this issue will be addressed promptly, as it is concerning to experience such incidents at a reputable company. I have included my email for further communication. Sincerely, Mrs. C. Thank you.

I had a negative experience at a store in Sugar House, Utah. While trying on jackets, my boyfriend accidentally left his phone in a pocket, and when we returned to find it, the store was closed. Despite customers still being inside, the staff refused to open the door but finally agreed to check the jacket he tried on, albeit half-heartedly. After using the Find My iPhone app and walking around, a staff member discreetly informed us they had the phone. However, we were told we had to wait until 9 am to retrieve it, which was challenging as my boyfriend needed his phone due to a medical emergency. The staff insisted we wait another hour and a half until someone's shift ended. This was the worst customer service experience I have ever had and I expected better understanding from employees at a larger Old Navy store.

When attempting to utilize my Super Cash, which states "NO EXCLUSIONS" boldly, I expected simply to deduct $20 from a $50 purchase, resulting in a total of $30 owed. Unfortunately, the app adjusted the price differently, not in the customers' favor. This frustration led me to pay off my card and cease shopping at Old Navy (Gap, BR, etc.). Despite the site advertising extra savings of 30% off with the code "Hurry" at checkout, it couldn't be combined with my alleged "super cash." This experience feels more like a super scam aimed at extracting money. While I don't have high hopes, I'd appreciate some form of redress. I've grown accustomed to filing claims with the Better Business Bureau efficiently. It should have been simple to check out and pay only $20-30 for my items. A prompt, polite response with a resolution would be appreciated from a company that exists thanks to customers like myself. PS: This tone is directed towards corporate, not the sales associate handling frustrated customers like me. 😅😂😅