Old Navy Customer Service Issues

I want to share a disturbing incident that occurred at Old Navy, located at [redacted] Fountain Lake Cir, Stafford, TX [redacted] on January 17, [redacted], at 6:00 pm. I visited the store to return an item purchased on January 16, [redacted], paid for with Apple Pay. The manager, Ana, and another employee, who refused to provide her name, were unable to process a refund for Apple Pay purchases. They proceeded to make racist remarks, mishandled the product and receipt, and used offensive language, ultimately denying the refund. This unacceptable behavior, filled with racism and profanity, was unexpected from Old Navy staff. As a result, my girlfriend, myself, and our friends and family have decided to boycott Old Navy. Transaction No: [redacted] Store No: [redacted] Register: [redacted] Cashier: [redacted] Validation No: [redacted]

I am very disappointed in the recent experience I had with Old Navy. Back in December, my husband and I spent a significant amount of money at your store, resulting in receiving $90 in "Super Cash" to use at a later date. Today, when I tried to use this "Super Cash," I was shocked to find out that it required me to spend twice the amount in order to receive a 50% discount, unlike what was implied when we first received it. This rewards program is misleading and disappointing. I will not be returning to Old Navy or its affiliated stores if this is how customers are treated. I feel it is necessary to warn others about this misleading program and advise them to be cautious when shopping at your stores in the future.

Hello, My name is Gianna, and I recently bought matching pajama pants for my boyfriend and me. However, I noticed that his pants have pockets while mine do not. Although we got the men's version for him and the women's for me based on sizing, we assumed they would have the same design and style. I am perplexed as to why the women's pants lack pockets, which feels somewhat biased. Women typically have smaller pockets on clothing like jeans compared to men due to style differences, but there's no reason why loungewear should also lack pockets. I find it inconvenient not having a place for my phone, chapstick, or snacks due to this oversight. I understand that pockets may seem trivial compared to larger issues, but they offer important practical benefits like carrying items easily, keeping hands warm, and providing a discreet place for personal belongings. I hope this message helps shed light on the significance of pockets. I trust that this issue can be addressed promptly, as it greatly influences our comfort and convenience. Looking forward to your response. Sincerely, Pocketless Gianna

I have initiated a return for my order. The confirmation states I will receive a refund for the item amounts, but it does not mention the refund for the taxes paid on the purchase. I am requesting a refund for the tax amount in addition to the item amounts. Thank you. Order #: 13P4H3L I have submitted your return request. Hello Cheryl, Thank you for your purchase from Old Navy. Remember, for a quicker refund, you can also return items at your local store! Here is a shipping label for your return. Please ensure the packing slip is included with your return. Once your package is shipped, you can track its progress using the link provided below. PRINT SHIPPING LABEL TRACK YOUR RETURN RETURN DETAILS Straight Rigid Jeans For Men Color: Rinse Size: 31W 30L Quantity: 1 Return Reason: Too big $15.00 Loose Rigid Jeans For Men Color: Rinse Size: 31W 30L Quantity: 1 Return Reason: Too big $15.00 Return Method: Drop off at UPS FREE Estimated Refund* $30.00

Dear Sir or Madam, I purchased a gift card from your company on February 11, [redacted], using my credit card. I live in the UK, and the card was intended as a birthday gift for my girlfriend in the US. Unfortunately, when she tried to use it at the store, she was informed that there was no balance on the card. We have both attempted to reach out to Old Navy but have had no success. The order number for the purchase was 13MMV3. The shipping address was Apartment No. [redacted], [redacted] Kenton Avenue, Skokie, Illinois [redacted]. We eagerly await your response as we have been unable to get assistance from Old Navy. I have contacted customer service at Old Navy, but I receive a message instructing us to contact the store, which she did, prompting her to reach out to you. We hope to receive some clarification on this matter from you. I am looking forward to your reply. Paul N.

Account # [redacted]. I previously contacted you regarding this issue, and while it was partially resolved, there is still a problem. I had ordered two items, followed your return instructions, and tracked the package to confirm it was received by you on March 8th. Today, you agreed to refund $37.00+ to my account, which was charged for the returned items. However, I was also billed $44.99 on March 5th for the same items I had returned. I am now expecting a check for the $37+ refund, but I also request a separate check for $44.99 as you cannot refund money for items you have received while keeping the payment I made for them. Please address this promptly. For further communication, reach me at [redacted]. Thank you, Kathleen T.

I held onto my Old Navy coupon for weeks intending to buy maternity clothes. Being pregnant for the first time, I found myself in need of a wardrobe update. Traveling 40 miles to my nearest store, I assumed I would find maternity clothes to try on, just as I had seen before. Unfortunately, I discovered that all maternity items are now only available online at Old Navy and many other retailers. This left me feeling frustrated as I have no experience with maternity clothes, unsure of sizing and styles. Having to order online, deal with returns, and repeat the process is not ideal, especially during a time when expecting mothers already feel vulnerable. I had hoped Old Navy, a store I trusted, would have at least a few options in-store for me to try. Disappointed, I had to go to a specialized maternity store located 50 miles away to find suitable clothing. Unless the store restocks maternity wear, I may not shop at Old Navy again. This situation is extremely frustrating and inconvenient for pregnant customers like myself.

Hello, I visited the store in Middletown, NY yesterday to request price adjustments on several items. While waiting in line at the checkout, many customers noticed how warm the store was. Upon looking up at the ceiling, I saw numerous spots covered in what appeared to be a significant amount of dust and lint, which may be affecting the air circulation. Unfortunately, I cannot share pictures through this platform. My concern is for the well-being of the employees breathing this air. I hope that the ceiling condition did not exist before the store closed, especially during these times of the epidemic. Thank you for addressing this issue.

Hello! I am experiencing multiple delays with the delivery of my order, which was intended as a gift for my wife. I am reaching out for assistance to ensure its prompt delivery within the next day. Alternatively, I am hopeful that with proper attention, this issue can be resolved by offering a coupon or free items due to the significant delay. The order, number 14DR6XQ, was placed on 4/9/21 with an estimated delivery date of 4/20/21. Unfortunately, it has not arrived as expected, causing frustration. I am unable to track its current location or expected timing. Your prompt assistance in resolving this matter is greatly appreciated as these clothes from Old Navy are essential for my expecting wife during this warm weather. Thank you!

Subject: Disappointing Experience with Return at Old Navy Store I am reaching out to express my frustration with a recent return experience. After ordering online (#14NJBD6, $[redacted].87) and receiving a package with 2 faulty items, I attempted to return them at an Old Navy store. Despite presenting the package and all necessary details, including the order number, email, phone number, and payment information, the store staff was unable to locate my order in the system. I was only offered store credit amounting to $55.75 through a "no-receipt" return process. This was not the full refund I anticipated, leading to great disappointment. The store in question is located at [redacted] Northeast Pkwy Ste #1, Matthews, NC 28[redacted]. I believe that if Old Navy is transitioning to a paperless system, they should ensure that in-store returns are seamless and in line with the promised refund process. Overall, the experience was disheartening, and I felt the employees lacked empathy towards my situation. Regards, N. Murray

I made an online purchase on May 30, [redacted], with order number #152P3CG. On June 3rd, I received two out of the three items I ordered. However, the items were crumpled in the shipping bag instead of being individually wrapped. When I tried to wear the shirt on June 4th, I discovered that the security tag was still attached. I had to go to the Joliet store to have it removed, which was inconvenient. The cashier's response was unsatisfactory, suggesting I contact Old Navy or leave a review. This experience has made me reconsider shopping at Old Navy, both in-store and online, despite being a long-time customer. I'm still waiting for the third item to be shipped, which is the red & white linen square neck top in question.

Hello, an hour ago, I placed an order after receiving daily emails about my $50 super cash, expiring on 6/13 or 14. I checked both the $30 and $20 super cash boxes during the order, but when I clicked 'send order,' the discount wasn't applied. I'm confused why the site let me select both amounts before ordering and why I keep getting emails to use my $50 before the expiration dates. It seems there's a discrepancy between the emails I receive and the actual ordering process. I hope to hear an explanation and see a correction on the online ordering site. Thank you.

Hello, I've noticed that since Old Navy switched to a paperless ordering system, it has become challenging to calculate the return prices for items. Previously, the paper order included itemized discounts, making it clear how rewards were applied to each item. However, the new digital order form combines discounts and rewards into a single total, making it difficult to determine the amount of rewards to be refunded. Additionally, the current system lacks a clear way for customers to keep track of their rewards and cash refunds. While I understand the move towards a paperless process, there is room for improvement to allow customers to easily monitor these transactions. I suggest that discounts, rewards, and cash refunds be itemized on the online order documentation for better transparency. Thank you, Ronda L.

Good morning, I am writing to express my frustration and confusion regarding an order I placed on June 13th. Upon receiving my order confirmation, I noticed that two items were marked for pick-up. I did not select this option, and since the location was far away, I was unaware of this requirement. Attempting to address this issue, I contacted the "Chat" department on your website as no email address was available. Unfortunately, I was informed that no changes could be made and was advised to contact you after 24 hours. Approximately 12-15 hours later, I contacted the "Chat" department again only to be told that there was nothing that could be done. It was disappointing to learn that individual items cannot be canceled, especially when designated for pick-up at a different location. The chat agent also provided misinformation regarding rewards and Super Cash, adding to the frustration. I have attached the chat transcript to highlight the ineffective customer service experience I encountered. The inability of the chat department to assist with orders beyond cancellations left me feeling dissatisfied. Considering I am a frequent Old Navy shopper with multiple orders this year, this experience has made me question whether I should explore other retailers. Thank you.

I placed an order on 4/30/[redacted] and have yet to receive it. Initially, my card was expiring the same day I made the purchase. Despite receiving an email confirming shipment, I noticed that the payment was not deducted from my account. I later saw the charge of $[redacted].00 in June. However, the order has not shown up. I followed up via email and was offered a 10% discount, which did not address my main concern. I seek clarity on whether the order will be delivered or if a refund of $[redacted].00 will be issued. I accurately provided my shipping address, so I am unsure of the issue. Could you please provide me with more information on the status of my order?

I placed an order (Order number 15463JQ) on June 2, [redacted], and it's been almost three weeks since then, but I have yet to receive my items. When I made the purchase, everything was in stock, but the order appears to be stuck in New Jersey since June 10th. I spoke with Alice today, and she mentioned that the order is in transit, suggesting I reach out to the delivery company for further details. Frankly, I find it frustrating that I need to take on this responsibility. April also mentioned that the items are no longer available, even though they were when I placed the order. To my surprise, the items are still in stock online. I enjoy shopping at Old Navy and have invested a lot in their clothes. I urge you to resolve this issue promptly as I needed these clothes urgently. I hope to receive them without further delays, as I prefer not to look for alternatives online.

I purchased joggers from Old Navy in downtown Boston for $39.99, and returned them at Galleria Mall. However, on Friday, I received a refund, and on the same day, Old Navy in downtown Boston charged me again. I contacted 1-[redacted]-OLD-NAVY, but they were not able to assist me. They mentioned something about fraud and getting a police report, which I find confusing since there were no issues when I originally paid. I plan to consult with a lawyer as I have evidence from Cash App showing the refund and the subsequent withdrawal. As a first responder, taking time off is challenging for me, but I may have to address this situation. I have proof of purchase through camera footage, and it's disappointing that getting my money back has become an issue. If Old Navy doesn't resolve this, I will no longer be a customer, as this experience has left me feeling uneasy.

I have been troubled by Old Navy's omission of their sales to plus-sized customers lately. The daily sales emails do not include a plus-size option, and when searching for sale items in plus sizes, the discounted price does not apply. This practice seems unfair and exclusionary. I suggest Old Navy add a disclaimer mentioning this practice on their site and emails. In a time where inclusivity is essential, it is disappointing to see such oversight, particularly from a company that claims to support diversity. It is essential that all customers feel valued and catered to.

I purchased an orange men's jacket about 8 months ago - nearly 9 months now. It was on sale, and I thought it was a great deal. However, when I washed it following the care instructions precisely, I discovered that it fell apart at the seams on the arms, chest, and back. I spent a significant amount on this jacket only for it to disintegrate on its first wash. I am really disappointed. I would like either a replacement jacket or a refund. It's unacceptable for a new item to fall apart after only about 4 months of use.

Hello, I placed an order on June 28, [redacted], for three items totaling $61.16 with free shipping. The order arrived in two packages, with the second package delivered on July 7, [redacted]. Unfortunately, all three items are too large for me, and there are no smaller sizes available. I have initiated a return online, and it indicated that $55.98 would be refunded to my card using the USPS Free Return Method. Despite the initial assurance of free returns, it seems that $5.18 has been deducted. I would have preferred to try on the items in-store or avoided the purchase altogether if I knew there would be a charge for returns. I kindly request clarification on this issue and guidance on receiving a full refund. I hope you are doing well and anticipate your prompt response.