Old Navy Customer Service Issues

To whom it may concern, I am writing to express my frustration with the new Old Navy store in Jackson Heights, NY on 82nd street. During my recent visits with my 4-year-old daughter, I've attempted to use the customer restroom, only to be told each time that it is "out of service." I doubt the validity of this claim and suspect the store is keeping the restrooms locked to avoid maintenance, which is unacceptable. Retail stores like Old Navy provide on-site restrooms for customer convenience, and employees should not deny access. Despite spending a considerable amount at this location, I'm disappointed with the treatment received. When I inquired about the restroom situation, the manager named "Liza" was dismissive and unhelpful, claiming the restrooms have been out of order for 3 months without a resolution. Her attitude and refusal to provide management information only added to my frustration. As a customer, I urge this issue to be escalated to the general manager for immediate resolution. Customers should not be misled about the availability of facilities within the store. I hope Old Navy addresses and rectifies this situation promptly. Sincerely, [Initials]

A few months ago, I opened a credit card account in-store during a purchase. I was promised a discount for opening the account, which I used for my purchase. However, I never received the actual credit card in the mail. Now, I am receiving bills stating I owe money and have been charged a late fee. The situation is frustrating as I already paid for my items in-store without having used the physical card. The account number indicated in the mail is 4[redacted]-9[redacted].

I placed an order on 12/14/[redacted] online. After speaking with a representative, I was informed that my order was on verification hold pending a call to my bank. I agreed to let the representative contact my bank and waited on hold for 20 minutes. Upon her return, I was assured that everything was resolved, and I would receive a shipping confirmation email. However, I later received an email stating that my order was canceled at 5:45 PM. After calling back twice, I was informed that my order was canceled because my bank verification was needed, which had already been provided when placing the order. I was also told that the initial representative I spoke with had canceled my order. I have yet to receive a refund of $[redacted], leaving me with no clothing for my daughters just a week before Christmas. I am disappointed as a frequent Old Navy shopper. I would like a resolution to either receive my items before Christmas or a refund promptly.

I am extremely disappointed with the customer service provided by Old Navy. I placed an order on Tuesday, December 11, order #TXQL8S8, only to have half of it cancelled due to unavailability on Saturday, December 15. These were crucial Christmas gifts. I called customer service immediately, and the cancelled items were supposedly available again and reordered under order #TXPMBCY. However, on Tuesday, December 18, I was notified that these items were also cancelled. Feeling frustrated, I called customer service once more and reordered different items under order #TXYPWVY. I was promised rush shipping, but the items are now expected to arrive on December 28, missing the Christmas deadline. To add to the disappointment, one item was even excluded from the order. I am thoroughly upset and dissatisfied with this experience. I intend to share my negative feedback about Old Navy's unreliable service and urge others not to order from them.

During my recent visit to the Oxford, MS store, I made a purchase and applied for a store credit card. Despite being approved, I did not receive the full discounts I was promised. When I raised this issue with the cashier, the manager Wendy intervened. Wendy insisted that the discounts should add up as promised but after multiple attempts, it still did not reflect the correct amount. Wendy displayed a negative attitude throughout and eventually decided to cancel the order abruptly instead of resolving the issue. Her behavior was unprofessional and disrespectful, setting a poor example for her staff. I even requested to speak to another manager, Hunter, but Wendy did not comply. This kind of treatment towards a customer is unacceptable, and I hope this matter is addressed promptly. If necessary, I am willing to provide further details about the incident.

I recently visited Old Navy at Town Center in Jacksonville, Florida. I drove over an hour from Palm Coast for the one-day sale mentioned in the email advertising $10 jeans and $8 children's jeans. I chose three pairs based on the ad, only to find out they were not the sale items and cost $27 each. There were no signs indicating which jeans were on sale, and I had to wait in line for 20 minutes to find out. The cashier could have been more helpful by suggesting sale items. The experience left me frustrated as the line was too long to go back and exchange the jeans. If this is how Old Navy operates, maybe I should reconsider shopping there. It would have been helpful to have the option of ordering the sale items for delivery. I hope this issue can be resolved.

I am very disappointed with the service I received today. Despite the store being busy on Christmas Eve, that was not the main issue. The cashier, identified by number [redacted] at register [redacted] at 4:25:53 pm, seemed distracted by other employees' problems and rushed through the transaction, resulting in an item with the alarm tag still attached, necessitating an inconvenient return to the store. Furthermore, when I expressed my dissatisfaction, another staff member displayed a negative attitude. Had these problems been due to the holiday rush, I would have understood, but it was not the case. I was unsatisfied with how I was treated on both occasions. I kindly request that you address these concerns with your employees and review customer service guidelines. Regards, a dissatisfied customer.

I am disappointed with a flawed pair of jeans I bought in August at Old Navy in Times Square, NYC. At checkout, I was informed of a buy 1, get 1 half-off promotion and decided to pick up another pair in a different color. Months later, when I wore the jeans for the first time, I discovered a defect in the right pocket: a missing fabric patch along the seam. Living in Taiwan, I took time to try them on due to the hot weather there. I have photos proving it's a manufacturing fault, not from usage. I seek a resolution for this issue and guidance on where to share the photos.

I took my daughter to Old Navy today to exchange the pants she received from her grandmother for Christmas, but I was shocked to find out that I would only receive $0.49 in return for them. Even though my mother had paid over $24 for the pants, I couldn't believe the low value offered during the exchange. The associate suggested that I should have kept the receipts for all the gifts my children received to get the full $24, which I found unreasonable especially with multiple kids to keep track of. I tried calling customer service for assistance, but I have been on hold for over twenty minutes and still haven't gotten through. I have always recommended Old Navy's uniform pants and skirts for school, but after this experience, I may have to reconsider my recommendation.

Good evening, I received a pair of Rock Star 24/7 jeans as a gift a few months ago. Unfortunately, they developed holes in the bottom area. Lacking a receipt, I visited the Gettysburg outlets in PA to address this. The staff member initially offered me a minimal refund on a store card or an exchange for the same type of jeans. Opting for an exchange, I was informed that the jeans were from last year's collection and could not be exchanged due to being deemed unsellable. Despite being told otherwise previously, the staff member refused the exchange and returned the jeans to me with an additional black mark. I wish to resolve this situation and simply receive a new pair of jeans. I am a regular shopper at Old Navy and have not encountered such issues before. I am unsure of the next steps to take. Thank you, Danielle

I recently purchased a pair of jeans from Old Navy and discovered that the security tag was not removed. After contacting the store, I was informed of my options: returning it to the store, going to a different store with a similar security system, or attempting removal myself. Unfortunately, I ended up damaging the jeans in the process. I believe that while security measures are necessary, this situation has been a recurring issue for me with store employees forgetting to remove the tags. I am requesting a gift card to cover the cost of the jeans due to the damage caused. Additionally, I found the apology from the associate I spoke with to be lacking sincerity. I enjoy your clothing and hope to hear from you soon. Thank you.

My spouse and I recently visited the Old Navy store on Hamilton Place Boulevard in Chattanooga, TN. Although we typically enjoy shopping there, we encountered two instances of rude customer service in recent months. The most recent incident occurred on Monday, the 31st, when I tried to pay with a check. While I understand this is not standard practice, the cashier's response was unnecessarily impolite and dismissive. The situation was worsened by the lack of intervention from the manager present. This lack of addressing such behavior raises concerns about prioritizing customer service within the organization. A similar experience happened a few months ago when my wife faced rudeness after asking a simple question at the checkout. As a Service Center Manager in Chattanooga, prioritizing customer satisfaction is paramount in my role. While I understand the challenges customers can pose, professionalism should remain a top priority. I believe how such situations are handled reflects the store's leadership and approach to customer service.

I used to be a regular shopper at Old Navy in Mandeville, LA until they remodeled the store. Since the remodel, the store feels disorganized, with clothes scattered around, making it confusing to shop. Previously, it was well-organized and felt like a department store with nicely displayed outfits. I, along with other shoppers, am disappointed with the changes and find it challenging to shop in this new setting. It seems like the store may be losing sales due to this. Thank you, Delaine S.

I purchased winter coats from Old Navy for my son as Christmas gifts. I was eagerly looking forward to the coats, and the kids were thrilled to wear them. I washed them once after they arrived to ensure they were clean for school, but I noticed the seams on the hood had come undone and frayed. I felt extremely frustrated as I had followed the washing instructions on the tags and did not dry them as instructed. I'm not looking for any specific resolution, but I must express my disappointment with the poor quality of these coats.

Issue with Online Order Return I recently returned an online order from Old Navy that took nearly a month to receive. Although UPS was originally blamed by customer service, I realized that the tracking information provided two days after ordering indicated that the package lingered at a UPS facility in California before actually being shipped. Having some insight as a part-time UPS worker, I understand the discrepancy. Upon receiving the delayed package, I returned it to my nearest Old Navy store four days ago, expecting a prompt refund. However, I was informed by customer service today that it may take up to 10 business days for my bank to process the refund. Interestingly, I also work part-time at a bank and can confirm that no refund has been initiated by Old Navy. The delay in processing refunds by Old Navy is concerning. Unlike other retailers who refund instantly upon returning items, Old Navy seems to withhold funds for an extended period. This practice raises questions about customer trust and the fairness of holding onto payment while taking back merchandise.

Dear Old Navy Customer Service, I am reaching out for the second time in a week regarding my recent order # TXJSH2T containing shirts for my son. I purchased a shirt for $5.98, but upon arrival, it had a clearance tag showing $4.49. I have encountered this pricing discrepancy twice now, and it is concerning. Consistency in pricing is essential for customer satisfaction and business success. As someone with experience in retail, I know the importance of accurate pricing. While the price difference may seem small, it adds up over time. I hope for a more satisfactory resolution this time, as my previous inquiry only received a generic apology. In today's competitive retail landscape, maintaining customer trust is crucial. I urge you to ensure pricing integrity both in-store and online to prevent customer dissatisfaction. Thank you, Monica C. from Anniston, AL

I recently visited the Kingsbury store in Chicago to return three items, one being a pair of leggings in size XXL. The sales associate, Roger, claimed they were worn and refused the return. When I asked for the manager, he also accused me of wearing the leggings due to their condition. Despite explaining that my thighs touch naturally, they refused the return citing pilling. The manager dismissed me and insinuated I was lying. The experience was hurtful and humiliating. As a social worker, I witness a lot, but this level of casual cruelty over a simple return was unexpected. I'm not looking to have anyone fired or to stop shopping at your stores, but I felt the need to share my disappointment with how I was treated.

I recently went to an Old Navy store in Naperville. Being a long-time shopper, I have fond memories of shopping there with my mom and now shopping for my family and myself. After undergoing weight loss surgery, I needed to find new sizes, so I took advantage of the clearance sale. However, my experience took a negative turn when a loss prevention associate started following me around the store, making me feel uncomfortable. This escalated when he checked my bags and receipt upon exit, while others were not questioned. This was a humiliating ordeal, and I believe store associates, especially in loss prevention, should be trained to handle such situations better to avoid targeting and embarrassing customers. I hope Old Navy improves its training procedures at this location.

Dear Customer Service, I have always been a loyal customer of Old Navy, consistently impressed with the quality and durability of your products. Recently, I encountered a disappointing experience when a pair of my boyfriend cut jeans developed multiple tears after only a few wears. The unexpected holes appeared on the back, left, and right sides of the jeans, making them unwearable. I purchased these jeans at the Gilroy, CA store using my Old Navy credit card around Thanksgiving. I kindly request your assistance in resolving this issue. I would appreciate either a reimbursement, a replacement pair of the same jeans, or a similar style. I believe that seeing the pictures I have of the damage would help you understand my situation better. Please advise on the next steps or provide an email address where I can send the photos. Thank you for your attention to this matter. I look forward to your response. Sincerely, Carly Z.

I had an upsetting experience at the Old Navy store in Montgomery Mall in Bethesda, Maryland. Around 8 PM on Friday, January 25th, my daughter tried on two shirts in the fitting room. When I checked on her, a store employee named Ms. Jen was folding clothes at the entrance. Despite my explanation, she commented on my daughter's age, implying she didn't need supervision. Ms. Jen continued to discourage my involvement, implying my daughter needed space and was too old to be checked on. Disregarding her, I asked my daughter about the size. Ms. Jen disapproved, claiming it was not right to have control. This unsolicited criticism of my parenting and invasion of privacy ruined our shopping experience. It is essential for sales staff to focus on assisting customers and not meddling in personal matters.