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I ordered my daughter 3 items on August 28th. It was to be delivered by September 7th according to the site. On the 6th I received an email saying it could be 30 MORE days! I called them and they say because of back to school orders they’re behind. This is not a new company. They’ve had to experience back to school before. So a month and a half to possibly receive my in stock order is ridiculous. Then customer service is rude and offers no help other than to tell me I can cancel my order. I won’t be ordering from them again.
Old Navy has the worst customer service when it comes to their online orders. First of all, if you are placing an order for pick up in store, they will only apply it to items you individually select for store pick up. Secondly, the hold to get a customer service rep was over 15 mins. After patiently waiting to speak to someone, they weren't helpful at ALL! Very frustrating OLD NAVY! Very disappointed in their service. In this day and age you should really upgrade your services to be able to make quick changes just as fast as you take customers' money! I will not be purchasing any more items from Old Navy.
Listen, I love Old Navy, they have great deals. But they have to do something about the way the handle online orders. First off, the shipping method is beyond ridiculous. I ordered about 20 items for my daughter, and after having to call to verify my address and credit card info (2 times in 1 week) I finally get the order through, and ON sends my order in like 50000 different shipments. 2 shirts here, 1 pant there, 4 sweaters here, all with different delivery dates. Seriously? You can send everything in 1-2 shipments? ** stupid!
Also, they have introduced a order online, pick up at store system, which sounds great, but they are too busy flagging everyone's card for fraud, and store team is halfway aware of online orders, that it makes the whole thing pointless. I'm guessing this applies to GAP and Banana as well, since they are owned by same idiots. Please fix, get it together with the shipping and let folks combine bonus cash with promo codes. Completely worthless if you can't even do that.
I ordered 2 pairs of maternity jeans and a couple of shirts from Old Navy’s website. Promptly, I receive a confirmation email stating my tracking number and expected receiving date. As I had opted for 3-5 days shipping, 7 days later I noticed my shipment was still pending so I messaged customer service and asked if there was a delay because of something I did or if it was on their end, because I needed something that wasn’t yoga pants for a meeting coming up soon and would like to know if I needed drive a few hours away to purchase some new clothes in the meantime.
The next day, I was sent the same generic email they send to everyone that asked a shipping related question, telling me to be patient, they have no control over anything, and that I would receive my order by the expected delivery date. The following day, I received an email stating it could take up to 30 days to get my items. Usually, this wouldn’t be a huge deal, but I’m 7 months pregnant, suddenly don’t fit into any of my clothes, have a full time job and nowhere remotely near me that sells maternity clothing.
I ordered clothes on August 24th from Old Navy, All items showed in stock at time of purchase. When placing order standard shipping was free due to price of my order, and showed items would be shipped within in 5-8 business days. Payment by company processed in full at time of purchase which is standard. As of September 5th I have yet to receive my items, and have called Old Navy's customer service department now 3x’s because a few items have yet to be shipped. All items were promised by 9/5 which is also past the 5-8 day advertised on the company's website.
I understand and expect delays, but their company website doesn't not update you with status changes nor can you get much information when speaking to a customer service associate. Old Navy CSR told that the items that still on a truck in one of the company's warehouses, but there hadn‘t been a status update beyond that, and that the company is behind with back to school orders. When I asked if maybe my paperwork got lost in the shuffle the rep told me it was possible that he didn't know. I advised that I received a generic email from Old Navy that my product should be to me within 30 days, but that's it. The customer service rep told me that they couldn’t help me until after the guaranteed ship date of 9/5.
After 9/5 I could call in and cancel my order, or he could resubmit my order and request expedited shipping. I expressed I understood delays, but this was getting a little ridiculous. He then proceeded to offer me a 20% discount off my next order. I advised there was no need because I will not be ordering from this company again when I can‘t seem to even get my first order. Once a company has my money I expect my product to be shipped in a timely manner or to get my money back. I don't have a problem waiting 2 weeks for my order to be delivered, however to not be communicated with as a consumer who has ordered your product based on a timeline your company advised, and then get the run around is ridiculous. Old Navy has been by far my worst online shopping experience and I have bought many items online.
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I have shopped online and got qualified for free shipping, week later received email, telling me that one of my items is canceled, and I will get a refund! Unheard! Absurd! I'll never shop online again.
I've been a casual Old Navy customer for a few years. Mostly shopping in their stores. But have been ordering online lately. Last Spring, I made an order and received an e-mail confirmation. The next day I get an e-mail saying it was cancelled with no explanation. I called and was on the phone with them for over 30 minutes. They said it was a problem with my credit card. Which I have had for 20 years and used with them each time. Finally they removed the block from my card and placed the order again. The same thing happened this week. When I called Old Navy, I told them that this has stop. It's becoming a huge inconvenience. And I needed this order before I left on a trip.
They apologized and said they would overnight the order at no charge. Four days later, no order. That was yesterday (Thursday), and I leave for my trip today. I called them again last night, they said the order had gone out that morning from NYC and I would have it today. I asked the Rep why it went it 3 days after the first Rep said it was going to be shipped. And she made up some excuse that overnight deliveries still take a few days. I informed this Rep too that I was leaving for my trip at 1:00 PM on Friday, so it better get here before then.
Well, today, Friday, I get an e-mail from Old Navy that the order was just shipped and I'll be receiving it on Monday (8/27). So, did the Rep lie to me on the phone last night? This is completely unacceptable and the worst customer service I have ever experienced. I'm done with Old Navy. Won't be shopping there ever again. I gave them a one star review because you can't give anything less. But they deserve ZERO stars.
I went to buy polos for back to school. The size I needed was out and the attendant standing by me asked what I was looking for, and when I explained, she said, “We can order those for you online and have them shipped for free.” I stood there for over an hour with three different attendants trying to figure out how to use the portable POS machine to put the order in. They offered or I would of went to another store to purchase, no biggie! I was told I would have my order within 5 to 7 Days. On the 8th day, I called customer service to find out what was going on with the order. I was told since it was back to school they were very busy and that they would be overnighting my stuff and I would have it on Monday. On Sunday the 9th day since the order was placed, I get an email stating that they are out of stock on one of the shirts.
Here it is Monday and still, no shirts as I was told over the weekend they were being overnighted and delivered. I called customer service today and all I can get told is that they are very busy and there's a lot of stuff that has to go out. They should have said all of this from the get-go. I would have went elsewhere to purchase the school shirts. Now it has been 10 days and still nothing and nobody seems to have a clue about what's going on. I cancelled my order, now I have to wait 3 to 5 days in order to get the money back in my account. I will never shop at Old Navy again.
I am writing to inform you of a recent experience at your Spanish Fort, Al location. On yesterday I was finishing school shopping for my kids, and upon us walking in an associate told other employees that we looked suspicious. We were then followed by a group of 4 employees huddled and watching us. I am a law abiding citizen with no criminal record, and definitely wouldn't be stealing with my kids. Needless to say we left the store without making a purchase. I will no longer be shopping with your company for I have been a long time customer. I will be making a public post on social media in regards to this, because just because I'm ** I shouldn't be labeled a thief.
I went to pick up some shirts at Old Navy store 3414 in Valdosta, GA. Upon arrival I was greeted as usual and went on to shop. As I made my way over to the boys section a ** lady with long dreads who works there (who I now know is a manager on shift.) asked me did I need help. I told her "No" and that I like to make my way through the store slowly as you find better deals that way. Ohh boy, why did I say that. She had her workers watching me as if I was stealing. You could feel it tell it as she looked and whispered and followed me around that she thought I was up to something, but I wasn't. I was shopping like any other customer. It made me feel so uncomfortable. I tried to ignore it.
I finally got the best deals I could find, paid for my stuff and left. I don't understand how someone shopping is supposed to look but apparently ** with a cap on ain't it. I even tried to hold a friendly conversation to ease her and me and it didn't. I am so annoyed that she ruined my shopping experience as I love Old Navy's brand and specifically wanted my whole family to be dressed in their clothes for our family photos tomorrow for the 4th of July. #Beyond annoyed!
Ordered online and received confirmation. Then order was cancelled with no reason given. I called customer service and they said it was a credit card issue, which was impossible. They resent order - I never got it. However I did get a email saying I RETURNED THE ORDER... which I didn't. Called customer service again, couldn't understand the person talking and she couldn't give me any info. I gave up... there are other places to shop without hassle. Didn't need it that bad anyway.
Five items that I ordered 8 days ago - that were promised to arrive within 5-7 business days - have not even shipped yet. One shipped several days ago but there is no sign of it. The others, according to an email I received from Old Navy, will ship "when they are in stock." There was no notice when I ordered and PAID for the items that they weren't even in stock. Emails back from Old Navy urged me to be patient. I tried to send another email back to them and now their email in-box is mysteriously "full" so they can't accept any more emails. I will NEVER order from them again.
Bad enough I ordered some hoodies. Didn't get them till two weeks later after wanting them to go back to them because now were 10 each cheaper. Then you get clothes that aren't the length or looks of what they have on photos then because it would cost me 50 dollars or more for over a half tank gas to return to a store near me 1 hr there then 1hr back again as they keep telling me to do for a faster Visa return (instead of 3-4 wks for it returned to Visa).
Then to return I have to stay home for UPS for whenever (good they pick up) but your life gone waiting and waiting for return money pickups and you can't see the product if the same as it shows on the site or not then the sizes off and some really cheap material for the cost. I am really disappointed after buying for grandkids and self and now they are waiting their money back for a month to buy elsewhere. So means my money gone helping them now awaiting forever return monies. No online friendly to say the least. Oh then sending other colours and sizes cause they ran out. Helllooo.
If you're at all interested in shopping at one of Old Navy's retail stores, they will ask you at the time of checkout to provide them with an email address in order to send you information on different savings you can get on products. I made the mistake of giving them my email thinking I would get an email every once in a while, but they took the opportunity to email me multiple times on a daily basis. Since I got tired of the amount of email I was having to remove from my inbox, I opted out of their email communications. That should've been the end of it.
Since March 24th, they have emailed me every single day and often multiple times per day. They have ignored my unsubscribe requests and their customer service ignores any complaints about spam or requests to have an email address removed from their database. Do NOT under any circumstance give them your email address. If you're shopping online, you may want to use a temporary email address that you do not need to check on a normal basis, otherwise you will be cleaning up a lot of spam.
I had recently been in a car accident and hospitalized for 3 months. I had got in contact with Old Navy about my account, as I obviously couldn't contact to pay on my account. I called right away and let them know I would have the account paid in full by the end of the month. This is when for sure, my paycheck would be available in my account. I logged on this morning to find out what the payoff was. I saw my account was closed AFTER I spoke to the woman just the other day. I called to find out why. The man just kept stating when it's closed, there is nothing they can do. Thank you for making it easier for me. My friends and family will be closing their accounts as well. I will continue to spread their inconsiderateness everywhere. Yes, it's my job to ensure my account is paid. Without a doubt, I'm aware. Circumstances what they were, this was impossible. Get employees that can give your customers correct information.
Store only help certain people. Pls do not ask Megan in Waco for help. That's not what she there for and if you want to be laughed at go to Stephanie but keep in mind you have to be of a certain race to be offered any kind of extra help but to sweep your card and go on your way.
I purchase from Old Navy online frequently as they carry petite sizes only online. I DREAD however, returning items because inevitably they give me a hard time or make me feel badly for returning items to the store. One time, I was told I would have to have a CHECK MAILED to me for a returned item. Then, when I went to use it I was informed I could not get any change back and they would have to mail me another check, which I never received, which totaled less than $2.00!
Another time, I was told it was outside of the 30 day return window so they would not accept the return even though I had a receipt and the SAME item was still displayed and sold in the store. Every time I have returned an item I am told I cannot get money back because I purchased it online and would have to get a credit applied to my card. Hello, I hold a GAP card and I don't want cash back! I spend a lot of money at Old Navy as a credit card holder and Rewards acct customer and I still get treated like a criminal. Shame on you, Old Navy!
Old Navy is making unrealistic promise dates and the night before promise date advising they can't deliver. I had phoned early in the day and the rather condescending phone representative made it sound like this very outcome I feared was not possible and silly of me to be calling worried. Instead, she should have given me a realistic idea and said that it happens at times and why so I could have time to go shopping for a plan B today for my daughter's assembly coming up in a few days. Paying for overnight isn't going to be overnight but it may not even be three or four days later and that is misleading. Could websites don't let you choose unrealistic options rather than just get your hopes up for a sale.
So I went to the Old Navy this Friday the one in Chinook and look at this rack said 12.99. I went there. Start looking if I could find something good, I found these jogger went up to cashier and he said they were 44.99. I asked him if he could do a price check and he asked this lady to price check. I went with the lady and showed her where I found the joggers from. It was not the only pant there, there were more hanging on the same rack. So she told me, "Yes. Those will be 12.99" and when I go back the cashier he said, "Oh no. These were on wrong spot," I said, "There are more there. Is not the only one" and I also told him that this lady just said, "Yes. They are 12.99". He started arguing with me so I was like whatever. They didn't say sorry or anything. I was really disappointed and I would never go there again. He gave the pants for $25. I will prefer you guys to do the same. Try ignoring that place. They don't respect you or treat you like customer.
I went into Old Navy today to return gifts that were sent to my niece from another family member in Portland Oregon. I had the items and the receipt with the tags on both articles of clothing. They asked, “What is your reason for the return” I said “These items were gifts sent to my niece, and they do not fit.” The receipt totaled $58.79. I was immediately told that due to the fact that these items were passed 45 days, I was receiving 1/2 the value. The next jaw stopping comment was they would mail me the money in a check, excluding the tax that was paid. I said, “I would like to speak to a manager.” I told the manager I wanted a store credit so I could get my niece something comparable, and I wanted the full value on the receipt. She said, "No!"
I told her I would be contacting the regional office for their complete disregard for customer service. I told them, “So instead of a merchandise credit? Of 58.79. I get to spend additional money for what I came in to buy??? And receive a check for 25.00 or less dollars in the mail, in 10-20 days or so." I walked the store in disbelief!!! The store looked like a hurricane blew through it, it took me 1.5 hours to find two semi-normal pairs of jeans for my niece, which I still had to pay out of my own pocket. I will never, I repeat never shop there again. If I had not just donated every small pair of jeans my niece owned, I would have just left, as it was. I exhausted myself looking for something that even came close to decent quality, it was the last stop of the day. I needed to get these pants, but I am beyond disgusted with most of the crap in the store, and the rotten policies. DONE with you Old Navy. Your merchandise credit will collect cobwebs.
A few days ago I bought some pants at Old Navy using both cash and a gift card. I got home and realized the size on the sticker was not the correct pant size, and I had bought the wrong size. I went back to return them unworn, and with the receipt. I wanted cash back since I don’t often shop at Old Navy but they wouldn’t give me anything except store credit. That is ridiculous! If I am not satisfied with a purchase, the product is unused, with tags attached, and I have the original receipt I should be able to return something how I would like! We will not be shopping at Old Navy again because the return policy is frustrating and their products don’t seem to last anyways!
I will never buy anything from Old Navy again. I tried to return some tops that I bought 2 months ago, yes past the 45 days return. I had only washed them one time and threads were pulling out on all three shirts. I was told this is normal wear and tear and I should expect this to happen. Well guess what Old Navy... That is not normal and I'm disappointed that your representatives think it is. No one wants to wear something for the second time with pulled threads all over it. I hope this helps others make their mind up to also not shop at this store.
I have had my Old Navy card for at least 13 years. I found out today that my account was closed without them even notifying me. My credit is better now than when I opened my account! This makes zero sense! I’ve always paid on time and actually had my balance paid off! Are they going out of business?? This is no way to treat a loyal Old Navy customer. I’ll never shop at Old Navy, Gap or Banana Republic again.
Very disappointed. I get an email on Sunday at 7:16 pm stating: $10 jeans (really!). When I open the email it indicates that this is "TODAY ONLY IN-STORE AND ONLINE, 12/17." Just curious what good this is when the stores in my area close at 7:00 pm. I called Customer Service today and was provided with a 10% Discount promotion. While this is something, it in no way makes up for the price shown in the email. This is misleading, unethical and probably illegal. Hopefully this is NOT DONE AS A REGULAR PRACTICE.
I used to shop at my hometown Old Navy all the time, however I started to feel as if I could never find the sizes I needed inside the store when I went. My friends and family know where I shop for the kids and as a gift for my son's birthday. We were gifted clothes that were the wrong size. Most people don't want to make others feel bad and I just took them back to the store and no huge surprise the size needed they did not have. (This is MY experience @ the Vineland, NJ Old Navy) I walk in look for the size that they do not have and the guy at the counter is having a hard time checking out the customer. He has no idea what he is doing and you can tell he is new. Now I'm waiting in line, He is still having a problem and after a few more moments as he didn't know what 20% off the total bill would be... He had to call the Manager for help.
I explained to the young man this was a gift and I did not have the receipt. He never asked for ID. He asked for my name and address never saying why? It felt very strange to me so I did not give him the correct address. He then said my refund would be in the mail at the address I provided. Really?? The Manager had to be called and I again questioned why this was happening. Never has this happened to me before with returns... A lot of hassle to return a gift... They had to redo the translation all over again. Now there are quite a bit of people waiting in line. She asks me for my name and address. I do not trust people so I chose to write down my name and address and asked for her to return the paper never asking me for an ID. She explained to me this was how a return was done without a receipt. Really. Where and when? I've returned things before and was always asked for ID and a reason why.
I was told this was equivalent to a gift card and could be used just like one. HOWEVER it would look like junk mail? Wonderful well it came and My name is spelled wrong and IM shocked they even sent one at all. I felt like I was in the twilight zone. I tried to use it online. Yeah right. In fine print it says cannot be used online or on oldnavy.com what the?? It's completely ridiculous this should be able to be used online or in the store. It's making me question if I will ever come back to this store at all. #wasteoftime Thanks for nothing!
Wow! I cannot believe how bad of an experience ordering online was. I love my local Old Navy store. I recently ordered a few hundred dollars worth of clothes online. ALL of the clothes and the box stink so strongly of cigarette odor and the clothes also smell as if stored near mold. Now I have to return it all. Such a P.I.A! I received one shirt from my huge order within a couple days and it's perfect but then had to wait about 10 days on the rest and it clearly did not come from the same place as the first shirt or the clothing I regularly purchase directly from the store. The items in the remaining order were made of cheaper and thinner material and just much lower quality overall. Plus they stunk! I was totally shocked. I will never ever order online from them again.
Don't ever shop at Old Navy. I wish I could read all their bad reviews about returning before I had the same problem with them. I bought a lot of items from Old Navy and I went to another country for 2 and a half months so I couldn't return them on time. And of course, I didn't realize they changed their policy for returning from 90 days before to 45 days. When I came to store to return, the cashier told me I can't return because it past 45 days. It is OK, I understand. I asked for credit store or exchange. And the price they return to me is ridiculous. For example, I bought a jeans $19.99, they offer to return me 7.49. And if I want to exchange with exact model but different size, I need to pay $26.99 - $7.49 (which they return from my original 19.99 jean). I still need to pay the difference. This is totally riff off.
I understand that because it's past 45 days so I can't get the refund but they should return to me what I paid in credit store. Anyway I will use the credit store to buy their products again. But they didn't do that. They just find ways to take our money. The cashier kept telling me that my jeans is an old model which is 2016. But I bought it in September 2017. How can they sell me the old product from 2016 in 2017, and in December 2017 they told me these are old style while in the store, the same product they sell it for full price? This is totally rip off. It is same thing with my jacket which I paid for 14.99 and now they offer to return for $2.49. I never had that kind of experience with the store like with Old Navy. Never shop here again.
Went to the Hickory NC store today with my daughter. Upon check out after waiting a while in line the very rude cashier refused to take my money. When trying to pay with $100 bill she quickly/loudly says she cannot accept the bill as she doesn’t have change! I ask if she’d rather lose a sale if I could not come up with lower bills to pay & she shrugs me off with a yes!! I could not purchase the blouse because the cashier could not change the bill!! I have never been to a retail store that has refused to serve a customer. She lost the sale & Old Navy lost a loyal customer. Do not shop in the Hickory NC store if you have cash money.
Worst customer service. It was the biggest mistake that I ever made to placed order from this ** company last night at 1 am. Today I change my mind to cancel my online order, however I have been told I couldn’t or TOO LATE to cancel order when it’s on PENDING SHIPMENT status because it's PROCESSING, how funny is that, the status remained the SAME since I CLICKED PLACED order button last night. I call and call and email. Finally an hour later I saw a CANCELLED on my order status and I thought that would be all, feeling relieved I will have my refund back to my bank account but I was WRONG. It's just my illusion.
When I read my email, it only cancel ONLY ONE ITEM from my entire order. Holy ** they just speeding up the progress after I called to cancel my order. My package will be ship in November. If I receive my package I will return it to gap retail store in case any ** happens AGAIN. They giving me a headache. NEVER AGAIN. Be aware order stuff from their website. They are not allow to cancel your order when it's pending status.
I brought two pairs of pants back to the store with my receipt showing I paid $18.74 for each. The pants didnt not fit my boys. I was willing to exchange them for a bigger size but they did not have them either. I came to the counter with four different pairs of pants and a pair of socks. Because my original purchase was just over 45 days, the manager was only willing to credit me the current sales price of the pants that didnt fit, $15.00. Furious, I decided to not purchase more from Old Navy and just asked for the store credit.
I was going to turn to the customer next to me and give that credit away as I will not support Old Navy any longer. Just then the cashier hands me a receipt that states I will receive my store certificate in the mail in the next 10 business days. I contacted customer service, she was wonderful completely understood and also thought that this was ridiculous, although she had no power to help she was transferring me to customer relations. I then speak with Alfonso from customer relations who stuck to policy 100% and would not credit me the funds that I had spent at Old Navy. This will go further.
Old Navy Company Information
- Company Name:
- Old Navy