Old Navy Reviews

Beware Old Navy customer service. They've been offshored, and now they are completely miserable to work with, incompetent, and unhelpful-- as they always become when they're offshored. One agent flat-out refused to help me, and when I contacted them again, the next agent hung up on me. When customer service and return policies (down to 30 days, no exceptions) get this bad, I quit shopping at the store. It's not worth the headache.

I’ve always shopped at Old Navy for my kiddos when they were younger. I know them to be comfortable and fashionable at an affordable price. I’m here to just share my negative experience with cashier 3714324 that rung me up on register 402. Though she greeted and politely offered me to open up a credit line to save more I kindly said no. At the end of the transaction she showed me that what I spent today I would be able to save over $50 more. I knew it sounded too good to be true so I re-iterated “I would get $50+ off today?” In which she said yes and that the process would be quick. I’m not an idiot and I’d like to say that my credit experience and knowledge is quite extensive. I don’t know where I went wrong and where I was not clear but she flipped the monitor around and said that I can use the 30 percent off in about 7-9 days.

This is my first time ordering from Old Navy and probably my last. Order processed on January 4, delivery date was supposed to be on January 12. Check status, date has changed several times, I have called 2 times they continue to push back the date for me to do a claim. I’m very disappointed. Never received a follow-up.

Be careful ordering from Old Navy's website. There are other reviews saying the same thing. Too bad I didn't see them before submitting my latest order. As noted in other reviews, there were website/app glitches and delivery issues. I had updated my billing and shipping address on the website, added the shipping address two times, but when I used the Chat to make sure my order would be delivered to my apartment door, I was told I'd have to update the address after the order shipped. I checked again today and the shipping address was incorrect.

I ordered holiday gifts using the online app on 12/9/25. It was still not received by 12/26/25 and I had 7 gifts unaccounted for. Called customer service and they assured me the order was due to arrive any day, yet never provided tracking. Yesterday 12/30/25 they canceled my order. Complete waste of time.

Old Navy in westfield Sherman Oaks Mall, the young girl with glasses fixing the jeans for women 12/22/25 around 8pm won’t let you get your size and pick or get the jeans by yourself, won’t let you touch it and when you call her out for it, she would be defensive and would tell you “that’s why I work here.” There are people that prefers to shop unbothered and never have I ever encountered a saleslady like her that won’t let you touch the garments because “it’s her job to organize it.” I barely touched 1 jeans. Gosh.

Honestly what I notice is good prices and promotions online, saying “in stock, pick up nearby” at those prices. Yet in store they are about $8-10 more expensive than the online price, and cashiers just say, "No, it rang up this price." Stores are hectic dealing with staff and don’t care.

I would give 0 stars if I could. I just received my order and a coat $$ and a clearance pair of shorts were missing. I immediately contacted via chat. My claim was denied?? They have made me go to a 3rd party to file a claim, which involves many steps, I have been a loyal online customer for 15+years, often buying multiple sizes to return items that don’t fit, as I am unable to shop in store. They said my account had too much activity?? Seriously?? Isn’t that a good thing??

I placed an online order. It delivered to a wrong address. Old Navy will not help until after the expected delivery date. Tracking numbers on a package will tell you when it delivered. I even shared the confirmation email with the picture of where it was incorrectly delivered. Still won’t help until after the expected delivery. Terrible customer service! Can’t fool a person who has handled freight and partial claims at work. The chat representative assured me an escalation lead would call me in 24 hours.

Placed an order. Just as I completed it, the order flashed across screen showing wrong ship to address. I immediately emailed them and was told no change possible. I looked at their website which said I had 45 minutes. I’d contacted them within 2 minutes. I contacted them again, same response. No way to fix. I was really disgusted.

I have shopped with Old Navy for their Women's Tall sizes for years. These sizes are generally not offered in the Old Navy stores - only online. Over the last year, if not the last two, Women's Tall has been going out of stock as soon as it is introduced. The only items consistently available seem to be leggings. Old Navy aggressive marketing - nearly constant texts, emails, and media ads - just drive me crazy. The other size ranges do not suffer from this issue. Old Navy is going to the media with stories about its brilliant inventory management - I don't see evidence of it when I shop and everything in the new and now department in my size is already out of stock. I can't buy what you don't sell.

I buy a lot from Old Navy and although I love their clothes I consistently am shipped either the completely wrong order or get an order with missing items. It happens nearly every other order and is such a headache. They need to train their packagers better or higher better ones I don’t know. They probably lost a lot of customers this way. It definitely makes me not want to buy from them because I don’t even know if I’ll get what I ordered and then have to spend an hour on the phone trying to get refunds.

Recently my online orders have been canceled for what they claim as "security purposes" but have no explanation. After trying to place an order three times and talking with customer service they have no explanation and just suggested to shop in stores online. It has nothing to do due with my payment method as the purchases originally go through and then are pending in my account. Very disappointing when specific styles or sizes aren't offered in stores.

I bought a sweater two weeks ago. I wore it twice for a total of 8 hours at most. It is already starting to pill. Unacceptable. I wrote it to a concert and to church, basically just sitting in it. I wasn't moving rocks. There was no reason for them to pill.

Don’t ever purchase any item from Old Navy on line and expect to receive your items from their shipping company! Ontrac deemed it lost! Old Navy after months of calling and writing to no avail I had to pay for items deemed lost! Two words to finish Fraud and Breach in contract! Wedding gifts did not arrive and wedding was long gone! Thank all the people from Old Navy and the Credit company for help! Never buy from Old Navy! A fraudulent Company! Take a warning from who thought I did the right thing by contacting all parties in due time! Old Navy went my small amount money something never received! Hope you donate to a cancer fund! Feel good about stealing my money! Beware buyers! If there was a zero rating you have it!

I put a dress on hold, when I returned to pick it up, it was crumpled in the bottom of a small storage bin. I was told there was no place to hang the dresses on hold. The cashier was nice but the manager was horrible. There was a nearby steamer. I asked if they could steam it quickly. The manager said no. Didn’t care my dress was wrinkled after being shoved in the bottom of a bin. She was rude and could care less. Lake Grove, NY, Old Navy Location.

Placed a huge order for my daughter's birthday for her fall/winter wardrobe since she outgrew the last season. Received 20/46 items in one 9 inch box. Sat on the phone with customer service and went through every item if I had it or not. My claim was DENIED because I have too many "claims" meaning returns/exchanges. I always order two sizes in most items since it is online and sizing varies between the pieces and return in store the size that didn't work. So since whoever packaged the box missed half of my order, I am out $300 and never received the clothes? I have been a loyal customer for 20+ and have a GAP card. This is what they call customer service? I will not be ordering from any Old Navy brand moving forward and I would give them a negative star, if I could!!

Ordered 6 things, received 1 plus a pair of pajama pants I did not order. I guess this is their new practice. So do not order online. It's an Old Navy scam. Unsure if the people loading are taking the items or what. I went to the store and they issued a refund. I am going to return the one item I received as well. I will not be ordering from any of these companies again. Joke. Do not bother with Customer Service. They are in India and are next to impossible to understand and will not do anything to help you. NEVER AGAIN.

I really like shopping at Old Navy! The store always has a great variety of styles, and the prices are affordable. The quality of the clothes is good for everyday wear, and I often find trendy pieces that last. The staff is friendly and helpful, and the store is usually clean and well-organized. Sometimes the sizes run a bit differently depending on the item, but overall, it’s a great place to shop for casual and comfortable fashion.

I placed a large order for school. UPS notified me that package was damaged and they requested another order. I also called and spoke to customer service three times who assured me that replacement was sent. I finally utilized the chat and they informed me that too much time had passed and I need to dispute charge with my bank. My previous communication and UPS’s was not documented. Unethical business practice.

I ordered 11 items online and ended up only receiving 4. When I contacted the customer service department, I was told that “the weight matched so there’s nothing they can do and to file a complaint with my credit card company”. So I did that. They told the credit card company that “they shipped them”… which isn’t true. My 9 year old daughter opened her package and knows she didn’t receive the items she picked out. I have pictures of what I received. The credit card company refused to give me a refund. Old Navy refused to do anything about it. This is fraud. You are stealing people’s money and quite frankly, you should be investigated.

I ordered two items, pants ($50) and a tank top ($13). I selected faster shipping for $17, as I needed both items quickly. The next day, I received an email that the pants were not available, so they weren't being shipped. I contacted Old Navy immediately and asked them to cancel the whole order, as I didn't need the top anymore and didn't want to pay more for shipping than the item that was being sent. They said they would put the request in, but there was no guarantees. 10 hours later, I receive an email that the top was sent. So thanks, Old Navy! I love spending more on shipping that what your product is even worth. I'll be returning it regardless, but I'm still out $17.

I purchased online order September 2nd, I optioned to get deliver on 8th. Come 8th, my order hasn’t arrived yet so I called the customer service. They asked me to wait until the 15th. I waited until 15th, surprised it is not here. So I called customer service again, he told me it’s probably in lost and found. So he told me to wait until the 16th, if it’s not here to call them again. So I called them again (3rd time), again the customer service said it’s in lost and found. The best way is to reorder again. No way in hell I’m doing that! I’ve waited for 2 weeks just for them to told me to reorder. So I cancelled it! It’s DISAPPOINTING!

After placing an order for 7 items online totaling $63, one item for $17 was not in the bag. The bag was too small to even hold the 7th item, a book bag. Old Navy denied my claim within 10 minutes through their system and informed me the only way I could get money back was to dispute with my bank.

I made a recent purchase from Old Navy. It was a nightmare from start to finish. I hadn’t purchased from them in years. I purchased 2 pair of shorts with my Apple Pay and the charge went through. I noticed it was taking a long time to receive my package so I called in. So I called customer service and ahard to understand agent explained I needed to give my address before he could help me, so I did. His response shocked me as he said after a minute of naming my addresses that I hadn’t given him the right address! He proceeded to give me a hint and said it ended in Ave. I immediately started to panic because I explained that never once in my life had I lived at an Avenue. I then told the agent I used my Apple Pay option which was tied to my address and bank account. The agent then said he unfortunately could not assist me unless I gave him the right answer!

When I was shopping, I found cute clothes. The prices were 50% off online and they price match but they didn’t. The store should inform you of the deal and auto price match, that's just my opinion. Personally, it was very expensive and if it was cheaper and you informed people more, you would have more customers.

Package wasn’t delivered, the tracking doesn’t even have proof of deliver and says it was handed to customer, which it wasn’t. They made me wait 3 days to file a missing package complaint, and then it was denied. I was lucky it was only $12.90 dollar top. Now I just can’t trust that my packages will in fact be delivered to me. And their system deemed me unworthy of refund. Well I guess those $12.90 were worth a customer.

It didn't take long for me to Google and see that one of the companies Old Navy uses to deliver their items, On Trac, has a history of opening packages, stealing items, and then retaping the package. I ordered 15 items from Old Navy and 13 items were stolen and another box was placed inside the bag and the bag was retaped. An Old Navy representative is the one that pointed out that the package had been tampered with but Old Navy, On Trac, nor my credit union, BECU, will cover the charges. They each point their finger to the other company. Disgusting. I'm out $200! Old Navy is my favorite clothing line and unfortunately this will impact my future purchases since I shop online due to the size I need not being stocked in stores. Why they would choose to continue to use On Trac to save a few bucks is just a prime example of corporate greed.

I'm incredibly frustrated with Old Navy's service. I placed an order for six items, but only two arrived in the first delivery, and the second package with the rest of my order was never delivered. When I contacted customer service, they were completely unhelpful, just wasting my time and ultimately stating they couldn't assist me. Their service was truly awful, and I strongly recommend against buying anything from Old Navy. Just now I saw same review comments given by others also.