Old Navy Customer Service Issues

When I placed my order, I selected a specific date for shipping to reduce exposure as an immunocompromised individual. However, I'm now surprised to see that I have six separate deliveries coming. This is frustrating as I was trying to limit contact. Additionally, I had issues applying a promo code during checkout and ended up missing out on the current 40% discount offer. I attempted to contact customer service multiple times but only received a message asking me to call back later. Does Old Navy have a policy for price adjustments or promotions within a certain timeframe? I believe something should be done about these issues.

Hello, I am pleased with my experience using this system. While I usually shop at the Westbury location, this was my first time ordering online. My recent order was almost perfect, but I received everything except the desert rose t-shirt in medium size. I had bought khaki shorts to match, which I liked, but I accidentally purchased two pairs and had to return one to the store yesterday. I am missing the t-shirt that I was excited to receive. Unfortunately, I do not have the order number but I can provide my last name, Trope (Cindy), and my address on Chestnut Street in Westbury, NY. The order was placed around 2 to 4 weeks ago. I appreciate your assistance in looking into this matter. Thank you for your service.

Hello, my name is Valerie Lopez. I recently purchased a pack of face masks on June 28th and opted for expedited shipping for an extra $7 to receive them within 3-5 business days. Unfortunately, I encountered an issue where I couldn't switch back to standard shipping on the Old Navy website, resulting in me paying extra. I am aware of potential delays due to COVID-19, but I am disappointed that my order will arrive later than expected. My package is now scheduled for delivery on July 8th, which is 10 days post-order. Initially hoping for a faster online delivery, I didn't utilize curbside pickup, a decision I now regret. I would appreciate any assistance in receiving a reimbursement for the additional fee. Thank you for your help.

I placed an online order on June 10th for 7 shirts; here is the order number: #TDSC31W. I received multiple emails indicating parts of my order were shipped separately. The first shipment contained only 1 green shirt, while the second shipment, which I had to pick up at a UPS store farther away, also had only 1 shirt. I was informed that the remaining 5 shirts would be in a third shipment. After waiting a few days without the expected delivery, I checked the confusing invoice online that claimed everything had been delivered. Tracking the packages provided no detailed information beyond stating they were delivered. I contacted UPS regarding a tracking number for a package that was supposedly shipped but not picked up or delivered. Despite reaching out to UPS and a local store manager, there has been no resolution. Now, I am reaching out to you for help in resolving the issue. Thank you for your assistance; I am still waiting for the 5 undelivered shirts I paid for. -JME

I placed an order for 7 t-shirts on June 10th. I received an email with the order confirmation. The next day, I was notified that part of my shipment had been sent. I got the first shipment on June 18th and was informed that the rest would follow. When I picked up the second shipment, it only contained 1 shirt, and I was told the remaining 5 were in a third shipment. After days passed with no update, I checked the tracking numbers provided. They were difficult to read on the torn receipts. All three show delivery, but the third package was not actually sent out; just a label was created. Despite numerous attempts to contact UPS and their customer service, I only have 2 out of 7 shirts. If I don't hear back, I'll try snail mail. I hope for a refund if the items can't be delivered.

Hello, I have been attempting to reach out to customer service by phone without success in connecting with a representative. I made a purchase from your website yesterday, and I am experiencing difficulties with receiving mail because of missing apartment numbers on the shipping labels. In the confirmation of my order, I noticed that my address does not include my apartment number, 2A. Could you please ensure that my shipping address includes the apartment number to avoid any issues with delivery? These items are intended as gifts for my daughter, and I would be disappointed if they were returned. I have updated my address in my account profile, and I hope it will be used for this order. Thank you, Robin W.

I have contacted Old Navy four times today to cancel a duplicate order. I have been on hold for 60 minutes now. The wait times are incredibly long, with previous calls lasting over an hour. I still haven't been able to cancel my order, and there is no option to email for support. Even reaching out to a local Old Navy store proved unhelpful as they directed me back to the same phone line. The lack of assistance is frustrating. Get it together, Old Navy.

I am having trouble locating the email order confirmation to return my recent Old Navy order. I can't seem to find the packing slip either, and I'm not certain if I even received one. I usually keep these documents in the packaging until I try everything on. The order, placed in June, included a black tank dress, black tankini top, and two one-piece bathing suits in black and white. I require the order number to process the return online or a return label sent via email for shipping, as I prefer contactless options. I have been attempting to reach customer service without success, spending a significant amount of time on hold. Please assist me with this return. Thank you for your help during these uncertain times.

I placed an order for 13 items on the Old Navy website on Thursday, July 9th, [redacted]. I utilized $65 in Old Navy Visa rewards and paid $22 for overnight one business day shipping. During the night, I was notified via email that 8 of the items were canceled. Only one item arrived on Friday, July 10th, [redacted]. I am seeking a refund for the $22 shipping fee since the promised shipping window was not met, especially since the items I urgently needed were among those canceled. Additionally, I would like my rewards funds to be returned to my visa account, as my balance currently shows $0 in available rewards. Despite attempting to reach out to them twice via phone, no one has answered after prolonged wait times. I also sent an email but only received an automated response stating they are not addressing emails due to a high volume of inquiries and advised me to call them instead.

I made a purchase with Old Navy online for some essential masks. As a high-risk individual for Covid-19, I urgently needed them. The order was placed a week ago, and it was shipped via UPS Mail Innovations. I tracked the order until it reached a UPS facility in Windsor, Connecticut. However, on July 9th, it indicated that the order was handed over to the US Post Office in Springfield, Massachusetts, where I reside. The Post Office claims they have not received it, while UPS states they delivered it. I have repeatedly tried to reach out to Old Navy regarding this issue, but have been unsuccessful in speaking with a representative. I've waited on hold for over an hour multiple times, but nobody is available through their customer service chat. It is distressing that I cannot get a resolution. This has been the most terrible customer service experience I have ever had. One would expect better service from such a large company. I am just very disappointed :-(

I placed an order for $34.29 on July 2nd. I picked up two items, the Women’s T-Shirt and one of the Men’s Shorts in Olive color at the nearest Old Navy store. However, I have not received the third item, the Men’s 34’32 Khaki Shorts. I have been checking my bank account for any returns, but nothing has shown up. My order number is TDKX921. I would appreciate it if we could resolve this issue. Thank you.

Subject: Issue with Order # TDH3NBC Hello, Yesterday, on 7/13/20, I made an order with the number TDH3NBC. The order was for a ladies' top and 2 $50 Old Navy Gift Cards to be used for my granddaughter's upcoming birthday party on 7/18/20. I opted for expedited shipping, paying an additional $17. This morning, I was informed via email that the 2 $50 gift cards were canceled, despite needing them urgently for the weekend. I believe it is unfair to charge me for expedited shipping when the essential items are not being delivered promptly. I request a refund of the $17. I have been a loyal Old Navy customer and cardholder for several years, and this incident has left me extremely dissatisfied. I tried contacting Old Navy via phone today; however, long wait times prevented me from resolving the matter over the phone. I kindly ask for a response addressing this issue and the refund of $17. Thank you, Linda E. Email: [redacted] Address: [redacted] Old Mill Road, Cartersville, GA [redacted] Phone: [redacted]

On April 17, [redacted], I placed an online order totaling over $[redacted] for my 6-year-old and 9-year-old daughters. Order #TWXT631 was mistakenly set to be delivered to the wrong address. I promptly contacted customer service within 12 hours, and they advised me to request rejection of the package at the incorrect address, a homeless shelter for women and children. I provided my current address for redirection. Despite my efforts, I have been on hold with customer service for over 36 minutes and have not been able to reach a representative in multiple attempts. As a single-income family with limited time, I cannot continue waiting to resolve this issue. I kindly ask for Old Navy to reach out to assist with my order, as I am anxious about the delivery situation. My name is Mary L. Taylor from PO Box [redacted] Angel Fire, NM [redacted], reachable at [redacted] or [redacted] I appreciate any help Old Navy can provide regarding my order. Thank you.

I placed an order on 7/5/[redacted] with order #TDJN2XF containing 5 items. I have received 4 shipping alerts so far, and 3 packages have arrived by 7/13/20 with 4 items. The missing item is the Split-Neck Slub-Knit Tee for Women in Enchant Mint. In one package with tracking number #1ZE4Y364YN[redacted]1, it contained the item listed in the shipping alert (EveryWear Slub-Knit Printed Tank Top for Women in Palm Tree) but not the Split-Neck Tee. The second package with tracking number #1Z99UUU[redacted]77 was supposed to contain only the Split-Neck Tee, but it has not arrived yet and the tracking status hasn't changed since 7/8/[redacted]. I am wondering if there was a mix-up in the shipping process causing a delay with the Split-Neck Tee. Are there any updates on the status of this package, or is there a delay issue that needs to be resolved? Thank you.

I placed an order #TDFFSSX for 7 items. I attempted to apply my $20 Old Navy cash and free shipping code, but the website charged me full price plus shipping. After trying to contact customer support and being on hold for over 2 1/2 hours, I received an email confirming the shipment of 1 item with a $7.00 charge. This experience has been frustrating, and I have also sent 2 emails without any response. If each item is shipped individually, I could potentially incur $28 in shipping fees despite having a free shipping code and $20 in Old Navy cash. It would be greatly appreciated if someone could assist me with this matter.

I've been attempting to contact Old Navy's customer service all day on 7-18-[redacted]. Despite waiting on hold for hours, I have not been able to speak to anyone. I made online purchases to use my $20 discount and free shipping, but at the checkout, there was no option to input the redemption code. Instead, I was charged full price and for 3-5 day shipping for each item. When I tried to make changes as advised by the website's help center, my nightmare began. While waiting on hold, I received emails notifying me that each of the 7 items I ordered was being shipped separately with individual shipping fees. It's now 1:51am the next day, and I'm still on hold after a total of 15 hours. I am extremely frustrated with this experience and believe that Old Navy should refund all charges, including shipping fees, to my card so that I don't have to deal with them again. I plan to cut up my card and avoid shopping there in the future.

I specified the free 5-7 business day shipping for my order, anticipating its delivery before my departure on August 1st. However, upon receiving the confirmation, the estimated delivery date of August 16th exceeds the expected timeframe. I am eager to either cancel the order to facilitate reordering with expedited shipping, verify if the August 16th estimate is correct, or upgrade to expedited shipping for this order, covering the additional costs willingly. If I had foreseen this delay, I would have opted for expedited shipping initially. I am disappointed that modifications to the shipping method cannot be made post-order placement, and contacting customer service promptly has been challenging. My order was placed on July 17th, and I urgently need to address this issue.

I placed an order on June 18th that contained seven items. I initially received an email with the order confirmation number, stating that six items had shipped. Subsequently, I received another email indicating that the last item had shipped. Upon checking the website daily, I noticed two separate tracking numbers, but no new information has been generated since. It has now been over a month, and it seems that UPS has not received the items or attempted delivery. This is the second time I have encountered issues with orders totaling over a hundred dollars. In the previous instance, I was wrongly informed that the package was delivered, although no one in my household received it. I have made numerous purchases from Old Navy and The Gap in the past few months. I was not adequately compensated last time, receiving only a $35 credit back to my card and a $34 gift card when I had paid full price for the items. If this matter is not resolved satisfactorily, I will avoid shopping with your companies in the future and share my experience with others. My order, under Megan Timmerman, was to be delivered to [redacted] Ellsworth Street, Philadelphia, PA [redacted]. The order number is TDP2W36, placed on June 18th. Despite attempts to reach a human representative via phone, I have been unsuccessful. I kindly request prompt resolution.

I have an unused Old Navy cash code MNVCTT293PGL worth $50 that I couldn't redeem. I tried to use it on an order below $[redacted], so it didn't apply. Today, when I tried to use it on an order over $[redacted], I couldn't because it was showing redeemed. I called customer service but gave up after waiting 45 minutes on hold. This resulted in losing items in my cart and missing the chance to use the cash before it expired on 7/26. I've received reminder emails and have proof of previous orders totaling under $[redacted] before discounts. This experience is very frustrating and has prevented me from getting items I wanted. I hope to have my cash redeemed and receive compensation for the inconvenience caused by this issue that I've never encountered before with your service.

I have an old navy cash coupon, MNVCTT293PGL, worth $50 that I never redeemed. I initially tried to use it on an order below the minimum requirement of $[redacted], so it wasn't applied. Today, when I attempted to use it on an order well over $[redacted], I faced an issue. I tried calling customer service but waited on hold for 45 minutes, ultimately having to give up and return to work. This resulted in losing items in my cart while waiting. I have proof of previous orders totaling under $[redacted] before any promo codes were applied and received a reminder email about the cash expiring on 7/26. It's frustrating to miss out on items in my cart just due to waiting for customer service. I would like to have my old navy cash redeemed along with some compensation for this inconvenience.