Old Navy Customer Service Issues

I am inquiring about my granddaughter's refund that should be credited back to her credit card. The coat was sent to me, and I returned it by mail at a cost of $10.30. You have confirmed receiving it, but she has only received $11.47 back, which is less than the cost of the coat. The coat she returned was a Serpa coat, and her name is Morgan H. or Morgan N. Her contact number is 1[redacted]. I am disappointed as the purchase was made on November 28th, and I returned it on December 6th, [redacted]. I am frustrated with the customer service experience and will not be shopping at your stores again.

I received the sherpa-lined jean jacket for Christmas, unfortunately, it did not fit well. When I returned it in-store, I was notified that it was beyond the 45-day return window. Consequently, I received store credit, which I was okay with. The jacket was priced at $38.48 when I returned it, but when I went to repurchase it online, it was listed at $54.99 with no indication of a 30% discount. I'm puzzled as to why I only received the 30% discounted price as store credit when the item is not currently on sale.

I would like a breakdown of my recent order, please. I had a gift card of approximately $20 applied to this order and intended to choose free shipping. The initial total I saw was $[redacted], but my emailed receipt showed $[redacted]. I believed my order, even with taxes, was $[redacted]. Can you investigate this and provide the order details, including whether the gift card was applied? The order number is TFDDWD1. Thank you for your assistance.

This store is extremely disorganized. There was dried urine on the bathroom floor, making it challenging to walk through. The overall appearance was chaotic with items not folded or in the right place, giving the impression of a clearance sale. Despite the friendly employees, the long wait in line and lack of cleanliness point to management issues that need to be addressed. The dressing rooms were messy with tags, stickers, spills, and writings all over. A thorough cleaning and better organization are needed for improvement.

I ordered two jackets online. One jacket arrived, but the other item was a pair of sweatpants from the Gap Factory. I tried to return the sweatpants to Old Navy and Gap, but they couldn't accept them because they were from the Gap Factory. I want to return the sweatpants and get a refund for the undelivered jacket. Should I contact Old Navy or Gap for the refund?

I placed an order on December 2nd, and the estimated delivery was December 16th. However, I never received it. After tracking the order, I found out it was returned to the sender. I contacted UPS Quantum View, and they confirmed the return and the refund process. Despite this, I have not received my refund yet. I never received any notification that my order was at the UPS station for pick-up, and my address was for delivery to my apartment. This online purchase experience with Old Navy has been disappointing for a first-time buyer like me.

To whom it may concern, I had a negative shopping experience at Old Navy during Christmas in [redacted]. I felt uncomfortable as I was followed around the store despite being 5 months pregnant and just looking for a Christmas outfit. Sadly, no one came to assist me, and this made me feel uneasy. I usually adore Old Navy's clothing and shoes, but on this occasion, I left feeling so uncomfortable that I have decided not to return to the store. It's unfortunate because I had planned to purchase my baby's clothes there as well. Regrettably, I will have to find an alternative shopping destination. Sincerely, a former lover of Old Navy.

Hello, my name is Dena Badger. I'm a big fan of Old Navy products, but I want to share my recent experience. I purchased some sweaters at my local Redding Old Navy, and initially, I loved everything about them - the style, colors, and overall quality. However, after just a few wears, they started pilling excessively to the point where they look old and worn out. The RN number on one of the sweaters is [redacted]. Unfortunately, I no longer have the receipt as it's been a couple of years since I purchased them. I wanted to reach out to see if there's anything that can be done as I haven't been able to find similar sweaters anywhere else. Thank you for your time. Dena Badger

During my recent visit to Laguna Niguel store #[redacted], I encountered some confusion with staff members Marina and Armando. Despite informing Armando about being disabled and needing a cart due to having my service dog with me, I had to wait as he assisted another customer. When discussing a discount on a jacket with Marina in the fitting room, I mentioned purchasing the same jacket at a different location and receiving a refund. However, Marina's explanation regarding changing promotions within the same week seemed inconsistent. Conversations with both Armando and Marina about the price difference for the jacket at different locations further added to the confusion, with conflicting information being provided.

I encountered difficulties on the website and sought assistance but couldn't find any. Customer service was unreachable when I tried calling. Despite both Rockstar jeggings and super skinny pull-on jeggings for women being listed as available in size 0 and dark wash on the site, I couldn't place an order. The checkout process kept failing due to alleged credit card issues, though I used it recently in-store. The promised coupon code is not arriving in my email. Nothing is functioning properly, leaving me frustrated. I fear missing out on these sought-after items in my size because of these ongoing problems.

I am calling because yesterday I was told to cancel the order (it would be immediate) and place a new order, which I did over the phone. If by yesterday, April 3rd, I didn't receive the email, I was instructed to call today. I called today, April 4th, and the person who assisted me said something completely different, stating that only a supervisor can cancel the order immediately. I was then transferred to Supervisor Tami, who informed me that she would send an email to the warehouse but could not cancel the order herself. I am now expected to wait until Tuesday. If I do not receive the email, I should call when I receive another email with the scheduled shipping date. I explained everything to them, that I had placed a new order, yet I am left waiting for the email stating that the order will be shipped so that they can "SUPPOSEDLY" cancel it and refund me. It's frustrating to experience this policy - if I call before it ships, I don't even wait half an hour to cancel, place a new order, and yet nothing happens. I am completely dissatisfied as I always do my shopping online.

I've attempted to contact your customer service twice but have been unsuccessful. There was no response on chat either, despite multiple attempts. My order number is TWFX7DX. When I placed my order, I specified my current address as [redacted] Maple Circle, Gretna, Nebraska. However, the confirmation and shipment details show an old address I haven't lived at for four years. Despite trying to update my address on my iPad and now on my laptop, I am unable to remove the old address as pressing delete does nothing. I previously updated my address with OLD Navy when I moved, so I'm unsure why it still shows up. I urgently need to prevent the second order from being shipped to the old address. For any correspondence, please contact me via my email associated with the account: [redacted]

I made an online order on April 18 and was initially told it would arrive by April 24. However, I did not receive any updates until April 30, informing me about a delay due to Covid-19, with the new estimated arrival date of May 8. Recently, I received another notification pushing the delivery to May 11. This consistent delay and lack of transparency have led to my decision to cease all future shopping with your store. I have faced similar issues even before the pandemic began. Sadly, this experience has driven me to no longer support your business, both in-store and online. I intend to inform my friends and family about my disappointing encounters and advise them against continuing to patronize your store. Sincerely, B.G.

I have been trying to reach a customer service representative for over two days without any luck. I placed an order yesterday and attempted to use a gift card, but the payment was taken from my credit card instead. Despite numerous attempts to cancel the order, I have not received any response or assistance. I have been a loyal customer for 20 years and have always supported Old Navy, but this experience has been extremely disappointing. I urgently need the charges removed from my credit card and the order canceled. I will be escalating this matter to corporate if it is not resolved promptly. Kindly contact me at [redacted] or via email. Thank you.

I recently received an email informing me that my order was canceled due to a potential fraud issue. Upon trying to contact the provided number to resolve this, I was on hold for 30 minutes before the call was disconnected. I am unable to provide my new Old Navy card number as I just applied for it to secure an additional discount today. I can offer an alternative payment method or furnish additional verification details if the order can be reinstated without forfeiting my discounts. It seems my Old Navy account has been suspended, hindering access to my order details. Efforts to obtain a temporary shopping pass from Synchrony Bank to retrieve my card number have been unsuccessful, likely due to the fraud alert. I would appreciate guidance on the necessary steps to address this issue promptly.

I was given a delivery estimate for half of my order on 5/30 and then 6/3, but now there's no update. The dress portion seems lost in transit. I've attempted to contact customer service multiple times without success as I can't spend an hour waiting on hold every day. Can you assist? I'm eager to receive the dress, or if it's unavailable, I'd like a refund to my original payment method.

On May 15, I ordered six items from Old Navy. Although two arrived on time, the remaining three items have not shown up, and the lack of information is frustrating. Despite receiving two emails, one confirming my order and the other stating the rest shipped, I am left in the dark. Trying to track the missing packages through the provided links has been unproductive. Calling customer service resulted in long waits each time, and I had to abandon the calls. Attempting to use UPS's tracking tool started a claim for one missing package but has not solved the issue. After spending nearly two hours on hold, I emailed customer service requesting a refund for the undelivered items due by June 5th. Their unhelpful response only added to my frustration. I am disappointed that after paying for my order, I have not received it, and the customer service experience has been incredibly poor.

I placed an order with Old Navy on 5/27 (order #TW39GJS), which included two pairs of Printed Poplin Pajama Pants for Women for $9 each. Everything arrived except for one pair of pajama bottoms, despite receiving a shipping notice on May 29. The email did not provide an estimated arrival date, which is unusual for Old Navy. As of June 11, there have been no updates on the missing item's status. Attempts to contact Old Navy's Customer Service via phone and email have been unsuccessful, with emails bouncing back. I am frustrated and would like to cancel the missing pajama bottoms, but I can't reach Old Navy. The lack of customer service and inability to communicate is disappointing. I may have to contact the Better Business Bureau if this issue persists. It is unfair to customers to be left without support post-purchase. I hope for a resolution to this matter promptly. Thank you for your attention to this situation. Sincerely, Marise F.

I recently visited the store to purchase more shorts for my husband, but they were out of his size. An employee tried to order them online, but the shorts received were not what I wanted. Spent hours on hold yesterday as the item availability kept changing. Frustrated by what was supposed to be a simple transaction turning into a nightmare.

I had a concerning experience at the store due to the behavior of store associate Anya. She hurried me and my children out in a rude and disrespectful manner. Though her words were not offensive, her tone was very arrogant. Anya abruptly informed me that the registers were closing and we needed to leave immediately when I inquired about her name. Another associate, Lexi, falsely claimed her name was also Lexi and they both laughed. When I asked for clarification, a different employee confirmed the first associate's name was Anya. Anya then rudely told me to leave. With a decade of customer service experience, I believe individuals with such attitudes should not work in customer-facing roles. This experience has deterred me from returning to the store, despite my admiration for the Old Navy brand. I suggest improving training for front-end staff and addressing the unprofessional behavior displayed by these two associates. Hopefully, other customers will not encounter similar issues in the future.