Old Navy Customer Service Issues

I purchased a pair of pants in Canada during a work trip at Old Navy two days ago. I wore them only once when one of the belt loops tore, creating a hole. I would like to return the pants for a full refund, but I am now back in the United States as there wasn't an open Old Navy store in Canada before my flight. I was informed that I can't return them in-store in the United States because they are considered separate markets. Could you please assist me in getting a return label?

On October 10, [redacted], I bought several items from the Old Navy store in Rosenberg, TX, including a long-sleeved shirt. After washing it in cold water and line-drying, as I usually do with my clothes, I was shocked to see how much it had shrunk. The sleeves and length were significantly shorter, not covering my butt as it did originally. When I returned the shirt a week later with the receipt, the store refused the return due to their policy against accepting washed merchandise. I tried to show the clerk the shrinkage, but they wouldn't budge. This experience left me disappointed as I intended to make more purchases. It's frustrating to spend $34.99 on a shirt that shrinks so drastically after one wash. In contrast, Dillard's refunded a similar problematic purchase years ago. The difference in customer service was clear. I wanted to address this via email with evidence but couldn't find a contact for Old Navy online. Thank you. - Debbie R.

I am extremely disappointed with the customer service I received when trying to cancel my online order with Old Navy. Despite calling only 10 minutes after placing the order, I was informed that they cannot cancel orders directly but can only send a request to the distribution center. This policy should be clearly highlighted during the online checkout process. Additionally, I had forgotten to apply a coupon and when I called back immediately, I was told I couldn't modify my order, which was frustrating. An hour later, a different representative mentioned that the first person should have added the coupon. It is frustrating to experience such inconsistencies in service, especially as a long-time customer. I am so upset that I am considering taking my business elsewhere due to these issues.

Hello, I returned an online order with the details as follows: order number TH3LTF2, original invoice number [redacted]34 dated 8/4/19. The total amount involved was $24.62. I believed the credit was to be applied to an in-store credit card, in addition to another credit at the same time. However, upon checking the receipt a few days later, I noticed the credit was actually sent to a Wells Fargo bank account ending in x [redacted], which had been closed earlier that day. Consequently, the credit never went through to my account. I would appreciate assistance in resolving this issue or guidance on how I can rectify it. Thank you. - K.H.

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I recently found the perfect Men's PJ's I had been searching for, intending to gift them for Christmas. To my delight, they were on sale for $20.00 off the original $39.99 price, as clearly indicated by a prominent sign next to the PJ's. Feeling confident, I proceeded to the register and waited a short few minutes, which was great. However, when the cashier totaled the price at $42.00, I informed her about the sale. She checked with a department staff member who claimed the sets were not on sale, despite the visible sign. Unwilling to pay full price, I took a picture of the discounted PJ Plaid sets and showed it to another nearby cashier who promptly agreed to adjust the price. Though frustrated by the inconvenience and the department head's lack of knowledge, I appreciated the resolution. I was disappointed by the customer service at your North Crest Fort Wayne IN store, as I now have to make another trip to find a gift, when I had hoped to have one in hand.

I placed an order on Sunday 11/17 to be delivered to my home in Florida, with a scheduled delivery date of 11/26. Unfortunately, I will be away visiting family in NY on 11/26 and need the items sent there instead. Despite contacting Old Navy and UPS about the issue, I was informed nothing could be done due to the shipping method used. My package is already in NY at Fishkill, and I need to arrange a different delivery address. My order number is TFTP4G6. If the delivery was set for 11/25, it would have been easier to manage.

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I purchased a women's Element jacket yesterday for $89. Today, I visited Old Navy and saw the same jacket with a 30% discount. I attempted to return my jacket to apply the discount but was informed it was not possible due to additional discounts from applying for a credit card. I am seeking a refund for the difference. The staff member mentioned the jacket was priced at $94 today and couldn't honor the discount. I have a photo showing the 30% sign displayed today.

Two weeks ago, I spent 20 minutes on the phone with an Old Navy customer service representative to process an exchange for part of my online order. During the call, we discussed the items I wished to exchange, including their sizes, and she confirmed the details for the new items while also collecting my credit card information. Additionally, she initiated the return process for the items I planned to send back. Today, when I checked online to track the delivery of the new items, I discovered that the new order had not been placed. I contacted customer service to address the issue, and the supervisor I spoke with displayed a rude attitude, implying that I was responsible for the error. I am disappointed by the lack of professionalism and would like Old Navy to improve their customer service standards.

Order # TFYP1H was placed on 11-29-19. I am missing the Built In Flex Flannel Pocket Shirt for boys (small) in large green plaid from my order. Could you please assist me with this issue? I would like the shirt, but if it's not available, a credit to my card would be acceptable. Since this is a Christmas gift, I would appreciate any updates you can provide. Sincerely, Charlene Lirette

I wanted to share my positive experience with Micah at the Gainesville Fl Butler Plaza store. He went above and beyond to assist a flustered pregnant mother who was having trouble with her coupons. To avoid delaying the line, I initially paid full price for my items. Later, I returned with coupons, and Micah efficiently processed the return and ensured I got the best deal. I admire his dedication, especially during the busy Christmas season. I appreciate all the hardworking retail staff, and want to give a special shoutout to Micah for making my shopping experience truly awesome.

I'm new to shopping at Old Navy and have visited a few times recently. Today, I had $[redacted] worth of items and $90 in Super Cash to purchase. Unfortunately, I was informed that the Super Cash had expired on the 16th, not the 15th as I had thought. The cashier was rude and dismissive, even rolling her eyes and making sarcastic remarks. Despite trying to inquire about using it, her attitude made me decide to leave all my items there. Good customer service can make a big difference, and unfortunately, I did not experience that at the Wausau store. This encounter has left me unsure about returning to shop at Old Navy in the future, especially with my family.

I made a purchase from Old Navy a few days back. The items I ordered were shipped separately. While I received one item, the second one never arrived. According to the tracking status, the missing item has been delivered, but I have not received it. I reached out to my local post office, but they do not have the package. I have not been refunded or informed about the delivery status post the supposed delivery. Despite my repeated attempts to contact Old Navy through various platforms, I have not received any response. I am feeling extremely frustrated with the lack of communication and need my missing package or a refund promptly.

My package seems to have gone missing in transit from UPS to USPS. It was shipped on December 1st and was scheduled for delivery by the 13th, but the deadline is the 18th, and it hasn't arrived yet. Today's mail preview shows no mail for me. I am really frustrated and disappointed with the service. These items were meant to be Christmas gifts, and now they won't make it on time. I am extremely upset, and I hope my order can be handled correctly.

I placed an order for 10 items at Old Navy during their Black Friday 50% off sale on November 28th. Only 5 items arrived on December 9th, but the package indicated it was the only one. Despite tracking showing delivery, I reached out to Old Navy on the same day. They informed me that if the missing items did not show up by December 17th, I should contact them again to potentially receive in-store credit for the 5 items that were not included in the package.

I bought items in the store, but the online price was different. There was no clear distinction between online and in-store pricing. It feels deceptive as the website didn't specify the online-only pricing. Some items bought in-store aren't even listed online. Can I get a price adjustment for the difference due to the undisclosed online pricing?

I went to try on and buy some jeans after losing weight. While picking out different sizes, a plainclothes security person started following me closely, making me uncomfortable. I am a well-dressed black man with no suspicious behavior, accompanied by my white wife. The security employee's behavior, which made me feel racially profiled, was so unsettling that I chose not to buy anything else from your store. Being scrutinized in this way is unacceptable regardless of the location. Shame on your company for this experience.

My due date for my Old Navy credit card was on the 12th of each month. On November 10, [redacted], I made a payment, but on my statement, I noticed a $28 late payment fee. After speaking with a representative, I was informed that the payment was received on the 14th. I explained that my bank statement shows the payment was made on the 10th. I escalated the issue to Vincent, a supervisor, who refunded the $28 late fee. I am now waiting to see the refund on my Old Navy credit card statement to confirm the amount was indeed credited back. I appreciate your help.

Hello, I received an email yesterday (Dec. 24) informing me that my Old Navy order (order#TFHB4KR) had been delivered when it actually hasn't arrived. Despite searching my house thoroughly last night and this morning, I couldn't locate the package. Considering today is Christmas Day, I want to report the missing order and request a trace to be placed on it. I hope to receive the items I purchased. Thank you for your attention to this matter. Margaret Neff Order #: TFHB4KR