Old Navy Customer Service Issues

As an Old Navy cardholder who relies on the app for shopping, I recently encountered a frustrating issue. With a cart filled with around $[redacted] worth of items, after entering all my information and credit card details, the app showed a spinning wheel, and my cart emptied without any confirmation of the purchase. I tried again the next day, but the same problem occurred, leaving me without a confirmation email and missing out on most items due to them being out of stock. Despite enjoying Old Navy's quality and variety, this experience has dampened my motivation to shop with them. I hope Old Navy addresses these app glitches promptly to prevent this inconvenience for future customers. Unfortunately, it seems my Christmas gifts plan has hit a roadblock.

Hello, I would like to share my recent experience at Old Navy. I have been a loyal customer since my pregnancy. My husband bought a variety of Fall/Winter clothes for our toddler during his trip to Dallas. Out of almost 50 items, including shoes, about 8 did not fit. When I tried to return these items at the Old Navy at Portofino Shopping Center in Shenandoah, Tx, I encountered a customer service representative named Tony who was extremely rude. Despite feeling humiliated by his behavior, I remained calm and polite throughout the interaction. Tony's disrespectful attitude and unprofessionalism made me very uncomfortable and I left the store without my issue being resolved. It is disappointing that a staff member like Tony is representing Old Navy in such a negative manner. I will be taking my business to another store in the future to avoid similar experiences. Thank you.

I bought a pair of Loose Fit jeans for my son at Old Navy in Saginaw, Michigan back in September. Unfortunately, they have torn already after just a month of wear. The back pocket on the top left side has a lot of stitching coming apart and so does the crotch area. It seems like there was too much thread used in these areas causing the tears. I have been avoiding contacting Old Navy about this issue, but it's frustrating not being able to have him wear the jeans we spent money on for school. I would appreciate if I could get a free replacement pair. Thank you for your assistance.

Date: Tuesday, November 11, [redacted] Location: Walden Galleria Mall - Old Navy, Buffalo, NY I was at your store when an employee cut in front of me at the cash register, claiming she was an employee. Another employee then helped her first, leaving me waiting in line. When I asked my cashier, Merlin, if employees had priority over customers, she responded rudely. Things escalated when she made inappropriate comments about me, even in front of my family. I reached out to management and was only offered a coupon and an apology, which I declined and returned my purchase. I am seeking clarification on the company's policy regarding employees being prioritized over customers and hope for a more satisfactory response than the one I received in-store. Thank you for addressing this matter, Joseph

I recently purchased some outfits for my daughter's birthday, and they arrived on time. However, when she wore them for the first time, I encountered some issues. Despite washing them separately on a delicate cycle, one shirt melted during washing, and the jeans ended up with mysterious stains. I am disappointed as these were her birthday clothes and now they are ruined. I believe there may have been a problem with these specific items, as my daughter did not have contact with bleach. I was contemplating leaving a negative review, but I wanted to reach out first. I am interested in either a refund or a replacement for the damaged items. I appreciate your kid's clothing line and hope to resolve this matter. Thank you for your attention to this issue, and I look forward to your response.

Hello, I placed an online order for items to be picked up at your SF store and shipped to my home. I selected today for pickup as I needed them for my business trip. Upon landing in SF, I received an email from Old Navy stating that the jeans I ordered were no longer available and the order was canceled. When I called, the representative initially said the jeans were in stock but later admitted the shirt was not available. I expressed my confusion as the email stated otherwise, and she acknowledged her mistake. She insisted I pick up the shirt, but I declined as the jeans were the essential item. Despite my request, she refused to cancel the order immediately, stating the store would refund it after 5 days. This process of handling orders seems inefficient and disappointing for what should be a simple shopping experience.

Tonight my mother and I visited the Old Navy store in Fargo, ND after traveling for an hour to get there. We had not been able to find pajamas for my niece at other stores, so we thought we would check O.N. out. We arrived at 8:49, just before the posted closing time of 9, but the doors were already locked. Despite the confusion with the doors, we managed to enter when a customer left. Sadly, we were not greeted and were surprised when the lights were dimmed in the baby section even though there were still 9 minutes left to shop. The staff seemed eager to leave, which made my mom uncomfortable. Although we had traveled quite a distance to get there and had only planned to shop for a few minutes, we left feeling disappointed with the lack of customer service. I do not think I will be recommending or returning to Old Navy if this is how they operate their stores. A little courtesy can go a long way.

I recently purchased a pair of green pixie chinos. After trying them on, buying them, and following the washing instructions, I discovered a rip in the seam connecting the waist to the leg after washing them at home. The rip was not there when I tried them on initially. I have a photo of the damage but unfortunately don't have the receipt since I didn't anticipate needing to return them due to the fit and lack of damage when purchased. I would like to exchange the pants for the same style and color, as I really like them. I own several other pixie pants from the same brand that have lasted well over two years with daily wear and washing without any issues.

I wanted to express how much my 17-year-old son adores your clothing line. He's been a fan since he was little. This Christmas, he's only asking for new clothes, but our budget is tight due to Hurricane Michael damages. I was wondering if you ever send out coupons or promotional items to customers. It would really make a difference for us now. Glen, my son, is a kind soul. Despite his father's serious accident years ago, leaving him with severe injuries, Glen helps his dad daily without complaints. They bond over activities like fishing and tending to our chickens. Glen is a helpful and trouble-free young man. After the hurricane, he was quick to assist neighbors while we were still struggling with our own home repairs. Thank you for considering any assistance you can offer.

Hello, I placed an online order for in-store pickup without realizing it would only be held until the 21st. Since I am out of town, I asked my aunt to collect it, providing her with the necessary information. Despite informing the store about the arrangement and providing both my and her details, the store staff were impolite and refused to allow her to pick it up. They suggested repurchasing the items once they're returned and refunded, however, as they were bought on sale for gifts with specific deadlines, this is not an ideal solution. I'm perplexed by why, despite notifying the store, my aunt couldn't retrieve the order and the unfriendly behavior of the store assistant. While I'm a loyal Old Navy customer, this unpleasant experience has made me reconsider future purchases. Is it possible to update the order to allow my aunt to pick it up? Thank you.

On November 17, [redacted], around 2:46:39pm, my sister and I each bought two pairs of jeans (four pairs in total). Due to the crowded store, we chose to try them on at home. While trying my pair, I noticed one didn't fit well. The next day, at around 10:30am on November 18, [redacted], I returned to exchange for a proper size. Unfortunately, I couldn't make the exchange as the store had a 50% off sale the previous day, and the current sale was 40% off, requiring me to pay more for the exchange. I find this unfair since I bought the jeans at a 50% discount initially. It's frustrating to be in possession of pants that don't fit me correctly. Refunding wasn't an option as my sister used her debit card for the purchase, and the refund would go back to her card. This experience has been inconvenient, causing me to rethink shopping at Old Navy and its affiliates in the future.

Subject: Unresolved Issue with Old Navy eGift Card Hello Old Navy Customer Service, I am reaching out after sending two emails on 11/7/18 and 11/14/18 that have gone unanswered. Despite spending over an hour on the phone with multiple representatives and supervisors regarding a fraudulent use of an eGift card, I'm disappointed to have received no response. The lack of communication is concerning and does not reflect good customer service practices. I believe this situation involving my sister's purchased gift card being used fraudulently warrants more attention and resolution. I have detailed the issue in my original email, explaining that the gift card balance was depleted by someone other than us. This has left me feeling frustrated and unheard after numerous unsuccessful attempts to address the matter over the phone. I urge Old Navy to take action and provide a satisfactory resolution to this fraudulent activity. Please contact me at your earliest convenience to discuss this further. Thank you, Christine

Hello, I recently purchased a pair of size 18 plus long bootcut jeans from Old Navy and loved them so much that I bought another pair. Unfortunately, both pairs have developed a hole just below the fly. Despite their limited use (less than four times in six weeks), this issue arose in both jeans. The dark color accentuates the crotch hole, making it more noticeable. I am reaching out to inquire if Old Navy stands by their products and if a replacement can be arranged. I believe there may be a design flaw in an otherwise great pair of jeans. Your attention to this matter would be greatly appreciated. Thank you, Dereth G. bogus

Regarding order # TJ9JX7Q, I paid for expedited shipping on this order to ensure delivery before Saturday, November 24, as I will be leaving for vacation. Unfortunately, I encountered delays with a previous order placed on November 4. It never reached UPS, causing me to cancel it due to uncertainties regarding timely delivery. Today, I checked with UPS and discovered that they have not yet received my current order. The last tracking update on Friday the 17th stated it was in transit to UPS. I am concerned about its delivery by Friday, November 23. Given my past issues receiving online orders and the unavailability of maternity clothes at my local Old Navy store, I am relying on your assistance to ensure this order arrives promptly. Thank you.

Good morning, I was excited to shop the other day after seeing the promotion for 40% off entire purchase at Old Navy. I spent hundreds on clothing but was disappointed when only $14 was deducted, along with my 10% military discount. What upset me most was that the 40% off seemed to apply to each item instead of the whole purchase, contrary to what the advertisement suggested. The cashier couldn't clarify this, and it was only later looking at my receipt that I realized the extent of the issue. Even contacting the store didn't provide a satisfactory explanation, leaving me feeling misled and disappointed. "40% off the entire purchase" should be clearer to avoid confusion. Thank you. Sincerely, M. Ybarra

Hello, I wanted to share my experience shopping at Old Navy this evening. I went to buy my annual supply of cozy socks, expecting them to be $1 as advertised in commercials from Wednesday to Friday. Unfortunately, when I reached the register, I was informed that the sale price would only start at midnight. Although I was disappointed, the staff member explained the situation politely. After hearing another commercial at home, I realized the discrepancy and decided to adjust my purchase, keeping in mind the distance I traveled to the store. While I still made a purchase, I felt a bit upset about the situation.

Hello, I recently purchased 7 pairs of jeans on November 21 under order #TJ7WPQ1. Originally, I was informed that the items would arrive within 10 days. However, upon checking the shipment details, I noticed it's scheduled for Dec 10, which poses an issue as these jeans were intended as gifts for my family before my trip on Dec 4th. When I reached out to customer service to see if they could expedite the shipping or allow for in-store pickup, I was unfortunately denied. Additionally, upon requesting to cancel my order, I was told this process would take up to 7 days. I find this timeline unreasonable. If immediate cancellation isn't feasible, I would like to explore expediting the shipment instead. Thank you.

During my shopping trip to Old Navy store [redacted], I encountered a very rude cashier, identified as Cashier [redacted], who refused to accept my employee discount card and was unhelpful in explaining its use, even bringing her manager, Trish, into the mix who was equally unhelpful. At the end of the transaction, when I requested my receipt, the cashier was dismissive and unhelpful, causing further frustration. Another customer even commented on the cashier's poor attitude. Despite the store being busy due to Black Friday, the cashier's behavior towards me was unacceptable. I had to remind her about giving me my change. This experience was disappointing and not reflective of professional customer service standards that I strive to maintain in my own interactions with customers.

Yesterday at the Old Navy on Black Rock Turnpike in Fairfield, CT, around 12:30 p.m., my daughter and I encountered an issue while attempting to purchase black booties on sale. The store was not busy, and the salesperson suggested ordering the out-of-stock item at the counter. However, when we tried to do so, the cashier insisted a supervisor handle it. Despite no customers waiting, the supervisor refused to help, citing a store policy that required us to return on Monday. This seemed unreasonable considering the circumstances. The supervisor's dismissive attitude, especially while conversing with other supervisors, was disappointing. It appeared the lack of assistance stemmed from a policy for Black Friday, yet the store was quiet. The neglectful service and missed opportunity to assist a customer are troubling.

Hello, I hope you're having a good day. I placed an order with your company, and I've noticed that the items are being shipped separately, resulting in each having a different estimated arrival date. The shipping address I provided is a hotel where no one will be available to receive the packages after November 25th due to the person checking out. I attempted to change the shipping address by contacting UPS directly. They recommended reaching out to the sender, Old Navy, to intercept the packages and amend the addresses. Unfortunately, UPS informed me that they couldn't reroute the packages to the new address I provided because it's considered a commercial location. The new address I suggested is that of a shipping company which will receive and forward the packages to me in my country, with someone available 24/7 for delivery. The shipping company proposed that it would be best for you to have the packages returned to you and then resend them to the new address.