Old Navy Customer Service Issues

On October 26, a purchase was made on your website, and an email was received confirming the order with details of the products purchased and providing the order number. Despite previous attempts to request an invoice, no response has been received. Requesting the invoice promptly is important as the shipping company for the items to Israel requires it. Without the invoice, the packages will be held in the US incurring storage fees. Please send the invoice soon. Purchase details: Order Date: October 26, [redacted] (6:13pm ET), Order Number: 1247BRN, Total Cost: $[redacted].58 (21 items), Purchased from: oldnavy.com. Your attention to this matter is appreciated. Best regards, I. Lerner.

As a new customer of Old Navy, I recently received a 20% off coupon for my first purchase. The coupon indicated "no exclusions." However, when I tried to use it on my granddaughter's 7 items totaling $67.00, it didn't work. Customer service explained that exclusions applied despite the coupon stating otherwise. I proceeded with the purchase without the discount, but I felt misled by the coupon's wording. In these challenging times, it's disappointing to encounter such discrepancies. I plan to share my experience on social media to alert others. I recommend clarifying the coupon to avoid confusion. Your prompt attention to this matter, possibly with a 20% credit, would be appreciated. Kind regards, Jean Houston, Order #12LXXYF

I visited your Asheville store at the Asheville Mall approximately 6-7 weeks ago. My daughter bought me a gift card before my surgery, and I wanted to check the balance. The store employee I spoke with had difficulty checking the balance but eventually gave me a card wrapped with a written balance of $[redacted], which was accurate. Now that I am recovering and can go out with caution wearing a mask, I inspected the card at home and discovered it was a different card. My daughter paid with cash, and I haven't told her yet. As a veteran recovering from open-heart surgery, I feel deeply disappointed and unsure if it was a mistake or intentional. I'm hesitant to involve my daughter as she may publicize the situation. I feel embarrassed and upset, any help you can provide would be appreciated.

While shopping at an Old Navy store in the Hampton Roads area, I inquired about the price of a pair of flip flops marked as on clearance for 99% off. Despite the signs around the section indicating the discount, I was informed by an employee that only certain printed flip flops were actually on sale. I appreciate the employee's explanation and acknowledge that she was just following store policies. However, I believe that the marketing should be clearer and explicitly mention any exceptions to avoid confusion among customers. Moving forward, I suggest that the store ensures all information is straightforward and easily understandable to prevent similar situations. I hope my feedback is considered for future improvements. Thank you.

I made an online order and later discovered it was headed to an outdated address. After contacting customer service, they assured me they would cancel the initial order. I then resubmitted the same order with the correct address. Recently, I received an email notifying me that both orders are in transit. The order number for the shipment going to the incorrect address is 12YS02J. Unfortunately, I am unable to retrieve it from the outdated location.

I need assistance with an online order issue. When I placed the order, the system did not prompt me for my mailing address or email. Although the payment was deducted from my bank account, I haven't received a confirmation. I am concerned about the shipment's accuracy and destination. Order Number 130V6FH Shipping Address: 48-60 38th St Long Island City, NY [redacted]

I made a purchase on November 29 and selected expedited shipping for over $20 for quicker delivery. The estimated arrival was December 2, but as of now, the tracking information shows that the package hasn't reached the UPS facility. This delay is concerning as I have a trip planned for the morning of December 4, and the order was for that occasion. I am worried it might not arrive on time. The Old Navy order number is 12SH11S, and the UPS tracking number is 1ZA13F[redacted]20.

I made an order on November 23, [redacted], and I have yet to receive it. The last tracking update was on November 27. Although I received an email asking for a review, I cannot rate products I have not received. The order number is #12HVD9H. The email stated the remaining 7 items were shipped on November 20, but they have not arrived, and there have been no tracking updates since November 27. Can anyone assist me with this issue? - Glynis C.

Hello, I placed an order on November 17 with order number 12jbnsw. It was divided into three packages. Two packages arrived without any issues, but the third one appears to be lost in transit. This package was shipped by Pitney Bowes and then transferred to USPS. Since November 30, there have been no tracking updates. I tried reaching Customer Service, but I faced challenges as I was disconnected from the chat twice before finally getting assistance. The representative advised me to wait until today for the estimated delivery date, but it is already 5pm and I doubt the order will arrive today. I am disappointed by this experience as I urgently need the items (maternity clothes for my third trimester). Is there a way to expedite the reshipment of these items rather than canceling the order? Thank you, C.N.

Hello, I have placed an order with Old Navy and GAP, and I have the following order confirmation number: 12QRKK0. The items have been shipped in separate packages, and I noticed from the tracking number that they are being delivered to the wrong address at: 52e W 97th St Apt 3i Apartment 3i New York, NY [redacted] The accurate address should be: 52 E 97th street Apt 3I New York City, [redacted] Could you please ensure that the packages are sent to the correct address? I attempted to contact customer service yesterday, and they mentioned that the address appeared correct on the website. However, based on the emails I have received, it seems otherwise. Thank you for your assistance. G. I. Girrbach

I placed an online order on Nov 30. Unfortunately, I didn't realize it would take 21 days to ship due to selecting the wrong shipping method. On Dec 2nd, just 2 days later, I called to cancel because my order was still waiting to be filled. Even though the representative said they would try to stop it, the order is now being shipped out today, a week after my cancellation attempt. It's frustrating that the order couldn't be canceled promptly when the shipping process took so long to begin with. I am disappointed and will be returning my items to shop elsewhere. Just venting here. Happy holidays!

Hello, I recently received most of my order, but unfortunately, one item was missing. I believed it might be in a separate package, but after waiting for over a week, it still hasn't arrived. Can you confirm if the missing item listed on the invoice will be shipped? If not, please issue a refund to my original payment method. The missing item from order 12LBKPW is: Item: Old Navy High-Waisted Button-Fly Distressed Rockstar Super Skinny Ankle Jeans for Women Color: Tina Size: 10 Regular Price: $54.99 Quantity: 1 I appreciate your assistance and am eagerly awaiting your reply. Sincerely, E.

During this challenging time of COVID and the holiday season, I had a disappointing experience with my online order from Old Navy. After receiving my leggings with an anti-theft tag still attached, I had to visit the store, defeating the purpose of online shopping to avoid in-person contact. At the store, the clerk's behavior was unprofessional. She seemed to accuse me of theft without apologizing for the inconvenience. Witnessing her improper mask use and hygiene practices, I felt uncomfortable. Despite proving the leggings matched my receipt, she initially doubted my purchase. The clerk's insistence on giving me a bag to avoid suspicion of stealing was unnecessary. This ordeal left me feeling like a criminal rather than a valued customer. It was a regrettable encounter that casts a shadow on my desire to shop at Old Navy, particularly at the Empire Mall location in Sioux Falls, South Dakota. Improving customer service training for employees, especially during a pandemic, is crucial to prevent customers from feeling mistreated and wrongly judged in the future.

I am inquiring about my order #12TQS9N. I contacted customer service after receiving an email indicating that my slippers had been delivered, but I have not received them. Although I live in a small apartment complex and have never encountered delivery issues before, the package seems to be missing. The customer service representative advised me to wait until next week before following up, yet I have now received another email prompting me to share my thoughts on the new slippers. As this was intended as a Christmas gift, I am eager to have it in time for the holiday. Thank you for your assistance.

Hello, I purchased 2 Variety 5-Pack of Triple-Layer Cloth Pleated Face Masks for Adults with Ear Adjusters in Black Jack and Lost at Sea on December 7th. Despite the delivery confirmation showing it arrived yesterday, I have not received the package. I am unsure of the process for resolving this issue, but I am hoping to determine the whereabouts of my masks and request a replacement to be sent to Lorena at [redacted] Roschelle Ln Apt B, Santa Maria, CA. If you could provide assistance with this matter, it would be greatly appreciated. Here is the tracking number for reference: 1Z52A48YYW[redacted]5. Thank you for your help.

I placed an order with the number 131NBTW on 12-2-[redacted]. The tracking information shows that it arrived in San Marcos, CA on 12-12-[redacted], but it was supposed to be delivered to [redacted] Whipple Street, Oceanside, California [redacted] for Briana Storch. Unfortunately, the package has not reached its destination as intended. The email I received states that it arrived in San Marcos, California. This package is a Christmas present for my great grandson, and since I am on social security, I cannot afford to send another gift or pay $[redacted] again. I made the payment using my Old Navy credit card. If the package is lost, shouldn't it be returned to the address listed? Thank you, Connie Daugherty, [redacted] Baty Street, Elmira, New York [redacted].

I made a purchase at Old Navy today but have not received my Old Navy credit card yet. The associate couldn't find my account using my social security number, so I couldn't use the card and missed out on discounts. The credit card account said my card was mailed on Dec 2 and should arrive soon. They mentioned the associate could have called customer service to locate my account. I ended up using my Visa card but would like a credit for the discount I missed out on with my Old Navy card.

Regarding Order #12NLTCW, I have received 2 out of the 3 items in my order, yet the third item is missing. The tracking number provided is [redacted][redacted][redacted]. I understand that the holiday season and the pandemic have caused delays in shipping. Despite this, there have been no updates on the missing item, leaving me unsure if it will ever arrive. I have not experienced such prolonged delays without communication from other online retailers. I kindly request clarification on the shipping status of the missing item and any steps being taken to resolve this issue.

Hello, I submitted a request for free packages of Old Navy clothes back in March due to COVID. Unfortunately, I am in urgent need of these items as I am facing financial hardships. I recently discovered my father deceased on my couch, leaving me with no financial means. I would greatly appreciate it if you could send me some free packages of Old Navy clothes in size 3X along with socks. If this is not possible, I completely understand. Thank you for your time. Sincerely, Jennifer Scott [redacted] Glenlock Drive Deltona, FL [redacted]

I contacted Old Navy via live chat on 12/13 to inquire about the status of 2 gift cards I bought in November but have not yet received. The delivery date has been continuously delayed, prompting me to request a refund of $[redacted] for the undelivered gift cards. Furthermore, I am seeking an email confirmation once Old Navy processes the refund to my credit card. Despite my concerns, I only received a generic email offering a "15% discount on my next purchase." Your assistance in resolving this matter would be greatly appreciated. Thank you.