Old Navy Customer Service Issues

The following are issues that customers reported to GetHuman about Old Navy customer service, archive #17. It includes a selection of 20 issues reported from December 14, 2020 until January 14, 2021. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

I visited Old Navy to exchange a pair of jeans I recently bought. The cashier insisted on processing a refund instead of an exchange, causing delays and frustration. I spoke to a manager named McKayla, who also failed to resolve the issue properly. The experience left me dissatisfied, especially having to wait for the refund to process. I believe the cashier and manager provided poor service and mishandled the situation. I think a resolution or compensation is necessary for the inconvenience I experienced trying to exchange a simple item.

I placed an order with Old Navy and received an email stating there's a delay. I'd like to cancel the order. The order number is 132S4T9. My name is Tresa D., and I used my Old Navy credit card. You can reach me at [redacted] or email me at [redacted] Please contact me to resolve this. Thank you.

I placed an order on November 29th, and it was supposed to arrive by December 7th. The tracking information from Old Navy only says "in transit-check back later." I understand the challenges with shipping during Covid-19, but I am concerned about the seven gifts in my package. I hope you can assist me in locating it. Thank you, Paulette Kostick. Order # 12SNN6S placed on 11/29/20.

Late Order I placed order 12KL752 on November 20, [redacted], and it has not arrived yet. This delay is becoming frustrating as my son may outgrow these clothes before we receive them. I am requesting compensation for the extended wait and would appreciate an accurate delivery estimate as the previous dates have been repeatedly changed. Thank you, Miranda P.

I haven't received my Christmas gift card order from Old Navy, which was supposed to be delivered by mail. The "order status" on the Old Navy website indicates that the package has an "exception" and was not received by the intended office. It seems like the card may have been intercepted during shipment. I'd like to reorder the card and pick it up in person at a nearby Old Navy store. Additionally, I'm requesting some financial compensation in the form of extra funds added to the gift card at no cost to make up for the inconvenience this has caused.

I was informed that my order would arrive on December 14th, but it didn't. On the 15th, it still hadn't arrived. After a frustrating 35-minute phone call where I was rudely handled by a half-asleep representative who abruptly hung up on me, I was given a customer service survey. This treatment was unacceptable! Despite checking online tracking for the same information, my package has not shown up. This is a Christmas gift, so it's urgent. Please assist immediately. - Gail B. Brown. [redacted] Elliot Street, Norwood, MA [redacted]. Contact me via text or email at [redacted]. Text is preferred for communication.

I made an order back in November [redacted], and now it's December 16, [redacted], just a week before Christmas, and I still haven't received my items. The delivery dates keep changing, and now it seems like it won't arrive until December 22, [redacted]. This situation is very frustrating, especially since I frequently use my Old Navy credit card. I'm even contemplating closing my account due to this poor experience. - Gail Lamb

I have been consistently experiencing shifts in the delivery date of my order each time I check. Unfortunately, one of the items I purchased was time-sensitive, and now it seems I won't receive it in time for its intended purpose. My efforts to address this issue by reaching out have been in vain, as the "high volume of calls or emails" hinders me from getting through to a representative. Additionally, I am unable to cancel the order independently. It is frustrating not being able to communicate with anyone regarding my order status. I attempted to seek assistance from a store, but they informed me they are unable to assist with online orders.

I made a purchase from Old Navy with order #12R9BM3. A FedEx delivery arrived with one item before Dec. 10th. However, the remaining items were delayed once with an updated delivery estimate for Dec. 11th. Despite being home and having a doorbell camera, the delivery driver falsely claimed an attempted delivery was made. The package, shipped through LaserShip, has still not been received. This experience has made me consider not shopping at Old Navy anymore, especially if they continue to use unreliable delivery services like LaserShip.

Dear Old Navy Customer Care, I recently had a chat with one of your customer care agents regarding a missing item from my Black Friday online order. The representative suggested that I repurchase the missing item, and then contact customer care again to request a refund for the shipping cost and the price difference between what I paid and the discounted price during the sale.

This is urgent. My order number is 12SXJDV. The UPS tracking number is 1ZA5T360YW[redacted]3 and the package has not arrived yet. I placed this order on November 29, [redacted]. I will be leaving for Florida next week for four months and no one will be available to receive the package. If the item doesn't fit, I won't be able to return it until spring, and I am concerned it may be too late by then for a return. If the package doesn't arrive by Saturday, I would like to cancel my order. Thank you, Cheryl W.

I have been waiting for one item out of six for 16 days now. I placed the order on November 30th. The shipping carrier, Pitney Bowes, has been very disappointing. The tracking shows it was shipped on 12/2/20 from Indiana and after 16 days, it has returned to Indiana. This is frustrating. I have contacted customer service, but they couldn't provide a clear explanation. They assured me I would still receive my order. I will wait a few more days, and if I don't get my item, Old Navy can credit my account. This was supposed to be a Christmas gift. After this experience, I will avoid ordering from Old Navy online in the future, mainly due to the carrier's poor service.

I recently bought a vest online, but it was the incorrect size. To get the right size, I had to go through an exchange process where they asked me to make a new order. They assured me that once they received the original item back, I would be refunded for the new order. However, the refund I got was for the original price, not the higher price I paid for the exchange because the item was no longer on sale. I was supposed to receive a refund of $24.10 instead of $12. The original order number was 12GG1B0 and the exchange order they created was #12XSHG6. Even though it was just an exchange, I was charged $12 more for the replacement item, which was unexpected.

I placed an order earlier this month that got split into three packages. The first two packages arrived on time, but the third one, with an "Origin Scan" in New Jersey on 12/5/20, hasn't progressed since. Contacted Lasership multiple times and only got generic apologies. Old Navy's customer service couldn't provide an estimated arrival for the 3rd package, but did offer a discount code for a future purchase during a call last week. After three weeks with no updates, it seems likely that the package is lost.

On December 19, [redacted], I visited the Old Navy Outlet in Niagara Falls. I purchased a dress for $40.67 but later decided to exchange it for a sweater for my fiancé. The cashier assured me the refund for the dress would be credited back to my card within 2-3 business days. However, it's been over a week, and I have yet to receive the $40.67 refund. I even contacted my bank, and they have no record of any pending transactions from Old Navy. I noticed the cashier did not ask for my card to process the refund back to. I provided the store details: Store Number [redacted], Reg: [redacted], Cashier: [redacted].

I am frustrated with the customer service experience in the USA. Each time I have called, I have been put on hold for an extended period. My order was delivered on 10/26 and 10/28; however, I have been unable to get assistance. Instead of connecting with a representative, after taking a survey, the call abruptly ends. I am considering contacting the BBB due to this poor service. I need to return two pairs of pants that were gifts, and I am being informed there are limited extensions because of COVID and the holidays. I am in need of assistance regarding my ORDER #11RQ053.

I recently visited your University Town Center store in Sarasota and encountered a situation that left me disappointed. I was there to shop for pants to wear for a new job after a year of unemployment. Despite the store's clear policy requiring masks, I noticed several customers not wearing them. When I brought this to the attention of an associate, I was informed that they could not take any action if customers chose not to wear masks. I expressed my concern about the health and safety implications, but the associate mentioned the company's reluctance to enforce the policy strictly. Feeling frustrated and disappointed by the lack of enforcement, I decided to leave and stated my intention to shop elsewhere where safety measures are taken more seriously. I hope that Old Navy can either empower its staff to enforce mask policies effectively or provide better training to handle such situations in the future to ensure a safer shopping environment for all customers.

I received an email saying that two shirts weren't found, and I mistakenly used the free shipping code provided for that order. I now realize it was not for the pants but for the shirts. Could you please provide me with a new free shipping promo code? I appreciate your help. Thank you, Katherine T. WHAT YOU CAN DO Check the availability of your items at another store or have them shipped. If you reorder, apply the below promo code for free shipping before checkout. PROMO CODE: DH9Y91YP3H7Q Items Removed from Your Order FALLBROOK - Old Navy Item Size Qty Total Old Navy Luxe High-Neck Swing Tank for Women Check availability L 1 $8.00 Old Navy Luxe Scoop-Neck Tank for Women Check availability M 1 $8.00 Items Ready for Pickup at FALLBROOK - Old Navy [redacted] Fallbrook Ave Ste #[redacted] West Hills, CA [redacted] Item Size Qty Total Old Navy All-New High-Waisted Pixie Ankle Pants for Women 16 Regular 1 $15.00 Pickup Person Katherine T. Please bring: • Your government-issued ID • This email WHAT TO BRING Scan barcode here OQPW1FG84 WHERE TO GO Choose in-store pickup during store hours or use Curbside Pickup. For Curbside, follow the instructions in the email confirmation. PICK UP BY Jan 11, [redacted] Looking forward to your visit.

I recently purchased shirts from Old Navy in-store and I love them. I am a loyal customer and want to continue to be. I bought the "Loose Slub-Knit Easy Pocket Tee for Women" in white and gray, the "EveryWear Patterned Short-Sleeve Tee for Women" in gray leopard print, and the "EveryWear Graphic Slub-Knit Tee for Women" in Interstellar Mauve. However, after washing them, they shrank significantly. I have other shirts I haven't worn yet because I'm afraid they will shrink too. These shirts are perfect for my job as a teacher. I hope we can find a solution to this issue. Thank you.

I purchased e-gift certificates before Christmas, but unfortunately, three email addresses were incorrect. I tried contacting customer service, but haven't received a response yet. I was told I could re-send them, but that hasn't been done. I attempted to use Get Human, but the automated response said they tried to call me, although my phone didn't ring. My experience with Old Navy's customer service has been frustrating, and I've been a loyal customer for years. I am disappointed and am determined to receive the gift cards I purchased. Thank you.