Old Navy Reviews

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.

Placed a large order online. They stated it was delivered and I only got 1 item out of 15 items and they won't resend or refund my order. I contacted them by chat and by phone and told them exactly what happened and they are still not fixing the issue.

We went yesterday 05/20/2025 to exchange a shirt, and I asked the cashier if the 50% off was also in the store, she stated NO however if one of the items is on 50% online and you see it at the store, we will match the price. So today I took my mother on my lunch break, and she took three dress and two baby dresses, a manager that was working the cashier assisted me and I try to charge me 30% on those dresses and I showed her pictures of the same dresses online and told her that a day before the lady told me about the matching prize, the cashier from yesterday so she called her to me and screaming at her in front of customers and myself she asked the cashier if she gave me that information about matching prices,

I would like to caution anyone thinking of purchasing a gift from Old navy Online if you have to ship to another address. Their return policy is terrible. I was not able to return an item that was too small, never worn, still has the tags intact. It was 3 days past their 30 day from delivery return policy. If you need a gift sent do it last minute or not at all. I choose not at all ever again.

Make sure they put everything they have charged you for in your bag or it's too bad. I think some of the young girls they have working here are not honest. The wait to check out was awful and employees seemed as if they did not care.

*This review is for men's clothing only.* I can't win with this brand. Nothing ever fits right. I bought a pair of 36-30 jeans. They fit perfectly in store and shrink to oblivion after the first wash. Ok, so let’s buy 38-32s in the same fit, right? Those DON'T shrink and I'm swimming in them. Huge break at the ankle that looks very sloppy. Can't return them cause they've been worn. NINE pairs of jeans in the same size and fit and only ONE pair fits me properly. I'm through with this brand. Just pony up for better quality and consistent products. The sales on this garbage are deep for a reason.

Will never spend a dime at Old Navy ever again! Missing 6 times in my order, paid 25$ for shipping. The customer support mentioned sometimes this happens in the warehouse! I could repurchase my items but the sale is over now. If you know it’s a problem “sometimes” maybe you should try to do better!

The delivery date keeps changing. I only ordered online because the items I wanted were not available in the store by me. I ordered on March 11th and I had a Tuesday (18) delivery, then Wednesday (19), then Saturday, now it's Monday (24). I wonder when I will actually get my package, if ever. Shipping needs to drastically improve. I will not ever order online again.

I placed an order on February 26 for my nephew because he needed new clothes. The order arrived March 5th with an adult, fist-sized hole in the bag. I opened the bag immediately after the UPS delivery driver put it on my front porch. Four shirts were missing from my nephew's order [six really because I ordered a three pack of blue shirts]. He was missing a Lucky Charms shirt, two Sonic shirts, and his three blue shirts- $48 dollars worth of items.

Canceled my orders for "fraud" on my own debit card I've had for YEARS. These were clothes for my girls. I will NEVER shop or spend a dime at Old Navy, GAP, or Athleta EVER AGAIN. There was ZERO reason for this!!

Shop online at your own peril! Customer service has completely gone downhill. This is the third time in two years that Old Navy lost my package. Last year they never delivered 13 items including holiday family pajamas. Had to escalate to CS manager who finally credited me as reordering wasn’t possible as they were now sold out. Unbelievably this year they said they delivered 4 items, but I only got ONE in med bag that was stuffed with a puffer jacket.

1 because I can’t go lower. I ordered a jacket for my son. It was not in the package. I filed a claim that there was no jacket in the package but everything else was there and I’d either like a refund or a replacement jacket. Neither of which they did. They told me that since the package showed “delivered” that I would not qualify for a refund. How can you not refund someone the cash for the item if you did not package it right. They It’s absolutely ridiculous. I would not recommend shopping with them going forward unless they actually start to care about their customer base.

I purchased 2 of the shaker stitched cardigans. I have washed them twice now, before wearing them. The yarn is literally falling apart in my washing machine! Do not waste your money on these sweaters!

Seems like every single time I order from Old Navy, they charge, as they should, for the items I order. Problem is, every time I have ordered from them online, I have items missing from the order, but they failed to refund my money for the missing items. I will not order online from them again!

Start by saying that I am a long time customer and Old Navy card holder. I have placed a dozen online orders this year alone. Once in May, I received a package that had my address on label and NONE of my items. I had to jump through hoops just to get my correct items resulting in me placing another order and waiting over a week to receive. This last week I placed another order… SAME thing happens. I have never had this happen at any other store. The customer service team treats you as if it is your fault and can only offer so much help.

Placed two orders on Old Navy's website. Got an email saying my orders were being processed. Looked at the order status the next day, for whatever reason and saw that it was now in "cancel processing" status. I never requested it to be canceled. Tried to "chat" with someone and they said I would have to call. OK, I call get told I have to call back in 4 min at 8 to speak to someone because my order was flagged as fraud. It was $67 and $99 dollars for both? Fraud? I call back at 815 and the rep told me they don't open until 830? No one knows what time they open? Then I call and wait 17min to speak to someone at the "research dept". Apparently this happens all the time because it was a long wait. Never once did I get a notification email that there was an issue with my order, just happen to stumble upon it when checking the status. Not good. My last time ordering with this company because it is such a waste of time.

Updated on 09/15/2024: Company provided refund.

Old Navy canceled my online order because they considered I did fraud because I bought 46 pants, that I was going to give it to children in need for Christmas. They told me I was abusing from his politics and practices from the store. Cheap and bad clothes, what is their problem. I am paying for the taxes and everything. It was a ** lady from the research department.

Today I saw employees cutting up brand new clothing with tags and throwing them in garbage bags. Upon checking for myself there was two full large garbage bags full of brand new kids clothes with tag and had no defects or issues. I’ve shopped at Old Navy since I was a kid. I will never set foot into another one of there establishments. So many people especially in this economy need clothes. I don’t understand why you can’t donate? It’s absolutely disgusting what you are doing.

This the worst experience I had at Old Navy. I’m stuck with items I can’t return or exchange. The customer representative on the phone was rude. Didn’t help at all. Had me on hold for a long period of time just to come back to the phone. She can’t help me at this. Just very useless. Never shopping at old navy.

Received an order where an item was missing. I filled out a claim form which was denied. I was told I would not get a refund for the missing item. I will now have to dispute the amount of the missing item with my credit card company.

It happened to me twice buying online with Old Navy + Gap. I chose to pick up from UPS stores assuming that will be safer that way than leaving a parcel at my doorstep. They sent a notice for pick up, said it is delivered, but when I went collect it, the UPS Store said they don't have it. I call UPS CSR to file a claim and was told to go look around the store if it is misplaced...? I am kind of speechless about such a nonsense suggestion, I'd never think I have the right to search a UPS store on my own? Then I called Old Navy because they are the shipper, and my parcel is lost while they claimed it is delivered. They told me to wait till the last day of the parcel expected arrival date to file a claim, despite their shipping status said it is delivered. I am so upset when both Old Navy and UPS have no responsible action to resolve my issue. If I have to present my ID to collect my mail, why can't they check who took my parcel?

Old Navy would have clearance prices on a couple items and encourage you to buy other items with the offer free shipping at a certain amount. Second time in a row they have claim to have the cheaper items out of stock and cancel part of my order and leave you with the purchase of the more expensive items. It is a hassle to ask them for a refund and when you question them why they keep having out of stock items on their website, their customer service can't answer. If you can't fulfill the order then please just make it easy to cancel the whole order.

We shop here because the prices are great and everything is great quality however the big girls' styles are too grown-looking. There’s some moms who have 5-6 year olds that no longer wear toddler sizes and there isn’t a lot of cute age-appropriate options. The toddler clothes are so cute and I feel like there needs to be more duplicates of those styles in bigger sizes. H&M for example does a really good job at this by offering the same kind of little girl-friendly styles but in bigger sizes. You will see the same fun and adorable outfits in ranges 2T all the way up to a girls size 10 to be exact.

Just a "THUMBS UP" to Old Navy. Just wanted to acknowledge the fact that I have a pullover sweatshirt I bought for my kids when they were teenagers. When they were ready to move on to another style, I kept the sweatshirt for my own use and have been wearing it at least once a week in the winter, sometimes more!! It is still in great shape.... never out of shape or faded.... zipper works & pulls on the side are still there and function!! My teenage daughters will be 54 & 56 in July!! Kudos to this Old Navy product!!

I placed an order online with Old Navy and never received it. When I filed a claim they were supposed to send me 6 items and I received 4. When I filed a claim for the 2 items I were missing I was told it was denied because I filed a claim before. They did not take in consideration that this was the same order I’ve been trying to get corrected. I’ve been an online customer for a long time but never again will I order from them. I will dispute it but I am warning others about this so you can avoid this mistreatment.

TERRIBLE company! They make it VERY difficult to pay your bill. The phone system and website are often not working. Trying day after day is not helpful. Their stores are a mess and their merchandise has become worse (poor quality). I wish I could give them "0" stars.

Had a great time getting things done with Regina, a top notch customer service employee. So impressed I've reached out as my survey went to voicemail. She's been one of the best employees I've had dealings with in a long time. I'm sure USA homeland. I got my items exchanged as well as my on going rewards points. Made my day. Wish all your employees were that great.

I have trouble with getting things ordered online in the time frame that they quote online. I forgot how slow they are, and I will be receiving my purchase too late for my travel. They say 3 to 7 business days for basic shipping. 11 days is what they are projecting, after I checked on line. Just be aware.

It’s the second time Old Navy messed up my order, the first time they sent the missing items but this time they refused to refund me my money. Never buying again online, would not recommend to buy from them. The package allegedly had 16 items and I received only 6. The amount might be nothing for them but it’s my hard earned money. Horrible experience! DO NOT BUY ONLINE! They messed the orders.

I recently had the pleasure of experiencing top-notch customer service from Shefali, and I am compelled to share my exceptional experience. Shefali's commitment to customer satisfaction was evident from our initial interaction. Not only was she incredibly knowledgeable, but she also took the time to understand my specific needs and preferences. Her patience and willingness to address all of my questions and concerns left me feeling confident in my decision to proceed with the purchase. What truly sets Shefali apart, however, is her unwavering dedication to going above and beyond for her customers. Throughout the entire process, she remained accessible and responsive, promptly addressing any additional inquiries I had and ensuring a smooth and seamless transaction from start to finish. Moreover, Shefali's warm and friendly demeanor made the entire experience enjoyable and stress-free.

I ordered Christmas gifts from Old Navy on Black Friday, November 2023. They've been lost or never shipped 4 times now. They finally sent my son's gift (reordered again) today, 3/13/24. It's missing his Henley shirt/sweater. I get to fill out a form for someone to get back to me in two days to decide if I get to have his shirt or if I have to reorder it a 5th time. Keep your Old Navy cash from December. It's expired by now, and I'm sick of fighting for the prices back in November. You lost a lifelong customer and hopefully anyone who will hear my story. As a full-time working mom, I hung Christmas for my family on your online store, and it completely failed 5x and it keeps on going. I will never trust it again.

I have spent thousands at Old Navy ordering stuff every week for my family but recently I have noticed that they are not sending items but charging for them??!!! I suspect this has been going on for awhile before I noticed as I place large orders and never looked through to itemize all things until it became obvious in an order that I was missing and charged for 4 items. After that I started to check all my orders and every month I have something missing that I was charged for. Usually they have refunded it but now I am missing an Easter shirt for my son's first Easter and they have refused to refund me for the shirt they never sent!!

Purchased a pair of pink women’s boots, they sent a brown pair in girl's size 13. Customer service was no help, said to send back for refund, e-gift card will take a month to get. They won’t replace w/ correct item. Said I had to reorder. I’m not happy at all

DO NOT shop at Old Navy, especially if you are buying a gift for someone else! I spent hundreds at Old Navy during the Christmas season. When the recipients of my gifts had to return items (due to them not fitting), Old Navy humiliated them by making them feel like criminals. They denied them based on a scan of their ID, and then suggested they either ask for a receipt or file a claim with “The Retail Equation.” They weren’t asking for money, they simply wanted to exchange items. Unbelievable!

I bought for the first and last time at Old Navy online. First they ship the packages with UPS which is the worst company, and then when I tried to fix the problem with the shipments the only option was to cancel the order, then in customer services they literally do not speak English, so they wrote the wrong address again, this is my 3rd time trying to fix my order and I am very bored of that.

This is not the first time I’ve had issues with shipping from Old Navy, but it was the worst. An important package of mine was suddenly marked as returned, even though it never came to me. It contained matching outfits for photos. I ordered it in plenty of time. Now, I cannot get the things I originally wanted because the sizes are out of stock, so no photos. Old Navy didn’t offer nearly enough help considering all the mess this has caused. They do not seem to care if people get their packages. Look at the reviews on their Facebook page. This happens a lot! I know the sales are tempting, but I’d rather pay a little more and actually get what I order.

Was provided with a return label by an agent to return 2 pair of jeans to Old Navy due to sizing inconsistencies. Clearly explained that they had been washed but never worn. Was advised to return them anyway due to the sizing inconsistencies. Two weeks later - no refund yet - I get a package in the mail - the same pairs of jeans I had returned with a note that they had been washed. No kidding! (I saved the chat with the agent who said no worries.) Once again - I contact their customer service via chat - after much ado - I was told they were "smelly and dirty" when they were received by their return department. HOW DARE THEY?!! As a customer who spends quite a bit in their store - I was beyond offended - and I will now take it up with their Corporate offices. If this is how they train their customer service agents - they need to learn the definition of "customer service". Corporate will be hearing from me - and they've lost a very good customer.

I purchased several items as gifts from Old Navy. Most of the order was delivered as promised. For one item, I was sent a totally unrelated item and was told my order was complete. I contacted customer service who told me that I would need to take the item they sent me in error to Staples to return. Once they received the item they would credit my account for the item I ordered. In the meantime, I would need to place a new order to get the correct item. The item I need is no longer in stock. On top of that, I am heading out of town for the next month and do not have time to go to Staples to do this return. If I don’t go in 30 days, I can no longer return the item they sent and get credit for the item I purchased. A trip to Staples costs me in both time and money. I have had similar issues with items purchased from Gap and Banana Republic. I am frustrated at the total lack of concern for the inconvenience to me for mistakes made by the retailer.