Old Navy
Reviews and Complaints

I went shopping at old navy on Saturday 10/28 and I spent 150 on baby clothes and I purchased 4 fleece jackets for me and my daughter. So I got my items home and tried the jacket on and they were to tight so I returned to the old navy store here in Midtown in Tuscaloosa Alabama on Sunday so I took the young lady my receipt told her I wanted to get bigger sizes so when I did I went back to the counter and gave the items to the young lady didn't think to check to be sure she took the alarms off store number 05032 register 003 trans1739 cashier 2574733 at 11:08 I have jackets with alarms on them that I had travelled 3 hours out of town to give as gifts when I got there and found the alarms still on the jacket I couldn't take to another store because my receipts were back at home so I had to take the jackets that I drove 3 hours to take to my girls all the way back home just this was some [censor] I am so pissed off that when I do go back to the store someone may get cursed out bad. I need something done or I will never shop at the stupid store again I should take this two hundred dollars worth of items back. so pissed

I was buying 2 pants ( ultimate slim) and it was tag on sale with $29. Some are placed on these table like fixture with a different price on it. I believe it was $39.99. So I called the attention on one of the sales lady/merchandiser. She was very nice and told us wait a minute and and ill try to confirm it on the counter. I said, sure go ahead and will wait. So she came back still wasn't sure. Let me call my manager just to make sure. So she called her manager "Amy", which I think she was doing something and came with an attitude. I was just informing "Amy"that the mark up on the sale tag was incorrect "Oh yeah! Will just changed it on a counter with a very irritated facial reaction" Well, I was just kinda amazed how this manager handles this kind of issue. I believe she lacks customer skills and needs to improve it more. Since, we as consumers we deserve some courteous response specially when it's coming from a manager. Please try to improve the people skill of this manager in old navy in Santa Rosa ave., here in Sonoma county.

A terrible place for ordering online. I purchased a pair of shoes that never arrived. No reason for that. They just have never ever shipped them.
It can be easily checked on the website and I was never notified about it. So I assume that their customer service doesn't exist. Even thought I regularly get their emails with lots of promotions, that's the only thing that is really working. So I gave up on them, I know it's useless and hopeless to wait for them to answer anything: email or my phone calls.
I would gladly cancel my order, but it's impossible to do.
Awful.

I was at your store location on Friday, October 20th. The sytems went down and after waiting in line for sometime i was informed that i could have my things placed on hold and come back to pick them up.

I informed the sales person that i worked in the area and would appreciate being able to pick up my item's on Monday. She kindly accommodated my request.

I called today Monday, October 23d at 10:30 to find that my items were reshelved. I asked for a manager to see if 1). my items could be retrieved and 2). Since i was working off site could i please pick them up tomorrow. This is when the further breakdown occurred.

Kelsey, the store manager initially explained how i should have made arrangements to pay for the purchases during the system breakdown i.e. writing down my items etcm i explained that while in line this option was not presented. That it had taken me sometime to select my items totaling around $200 and that i was on lunch and had no more time to wait.

I described to her in detail what i had selected and she could not find some of the items accusing me of not describing them correctly and saying that I'd have to refind them because of the quantity selected.

I then asked her for her first name which she shared and her last name . She let me know that i had only given her one name, which i did Mrs. Alexander and she only had too as well.

I have been an old navy card holder for sometime and i have NEVER been insulted in this manner. Throughout the conversation Kelsey was rude and extremely condescending. When i asked to hold on for her to confirm that she had found any of my items she told me that she could not and would call me back in an hour.

If these are th type of managers in place perhaps my business would be better suited else where.
Thank you.

I ordered jeans from old navy and want to tell potential consumers this warning: do not order from old navy. They take 5 weeks to issue a refund and they'll mysteriously "lose" your package if you don't have the tracking number. So desperate that they'll steal from you! my order number tn4w2s2 and i have received several emails. They are all the same email telling me that it takes 5 weeks and the latest email says they have lost my order. Bunch of thieves!

September 23, 2017 oldnavy.com order # TN38VSS
1
Crochet-Trim Swing Dress for Women
1 Relaxed Suspended-Neck Top for Women 1 Ankle-Strap Espadrilles for Women 1 Crochet-Strap V-Neck Shift Dress for Women 1 Tie-Shoulder Swing Dress for Women Shipped< It says items have shipped but the ankle strap shoe was never shipped it showed shipped but I finally called Old Navy yesterday only for the rep to tell me its still at the store 10/3/17 basically a week and a half later and it'll be shipped and i should receive it in 5-7 business days this has to be a joke... I always order on-line and this here is really a slap in the face I'm making sure I put the word out because all she did was give me 15% cash bucks no it should've been overnight shipping... Dear Selinda Thompson,

We're sorry for the recent trouble you experienced while shopping oldnavy.com.

We value your business and apologize for any inconvenience. We'd like to offer you 'Get 15% off your order' on your next order at gap.com, bananarepublic.com, oldnavy.com, athleta.com. Simply use the promo code QZ7JVGWT7LXVRTKQWXPW at checkout. This is definitely a joke to me

My child's grandmother purchased some school clothes online and had them shipped to me here in Houston, TX. When I received the items they where all one size too big. Per the invoice, it states that items can be returned exchanged in store. I visited the Old navy location here in Houston at Memorial City Mall on 09/30/2017 at about 1:30 pm to exchange the items for a smaller size. The manager on duty at the time never looked at the items I had to return, didn't ask if I had a receipt, didn't check to see if the items would be in stock. I'm guessing since I had an online order he didn't want to deal with the transaction. He advised me that I would need the card that the items were purchased with. I advised him the items where sent from out of state I don't have the card. I advised the manager I didn't want any money back I just needed to do a simple return. He then stated since the prices online are different in store he will have to charge me the store price for the exchanged items. I then left the store and called customer service for help. They called the store and spoke with the manager to have him to exchange the items. This whole ordeal took about 3 hours just for an online exchange. I shop at Old Navy on a regular and this is the worse experience that I have had. If customers are not able to returnexchange online items in the store without a hassle then this shouldn't be an option listed on the invoice

9/28/17
trans # 3243
reg 008
cashier 2700130
store #05345
time 4:02:19pm

I went into the store on the above date to exchange a sweater that was too big on me. the store did not have a sweater in a smaller size. after walking around the store I couldn't find anything else I decided to get a refund. I went to the register gave the cashier the item and my receipt she processes my refund for 18.87 and calls a manger because she has no change. the manager comes over and asks me do I have 2 singles so she can give me an even 20. I told her I am sorry I do not. the manager then proceeded to take out a $10 bill, a $5 bill a roll worth $2 in nickles and $1.74 in dimes nickels and pennies and slams it down on the counter and says we have no change and we cant open any other registers for change, she replied no sorry its still money and walks away. I then ask the cashier if she could possibly give the nickel roll to the other cashier for 2 singles instead, or open one of the other registers for change, and she says no we are not allowed to do that. So I told her well I am shop old navy all the time can I get it in a gift card or store credit. she tells me no because I am within the 7 days refund policy. I worked in retail in the and I know you can get change from other registers and that a manager can open registers for change. The way she slammed the money on the counter and totally dismissed me and walked away is truly unacceptable. I shop at old navy for myself and my family all the time and this treatment was not appropriate. that manager needs customer service training. I left the store with all that change and yes it is money but a total of 3.74 in dimes and nickels is ridiculous. this treatment was a true turn off.

My 16 years old grand daughter works at Old Navy in the Texas City, Tanger Outlet location. As a grandparent I feel that it is common courtesy and human decency that you do not leave anyone alone at a large mall at 9:40 pm much less a minor child. i was on my way to pick her up, I have waited on other employees myself at different times until their rides picked them up so they wouldn't be out there alone. It is too dangerous. my grand daughter was hiding behind a pillar and was very upset as was i when I saw she was alone. When I spoke to Dusty who was the manager on duty, he said he was locking the door when she and two others walked towards the parking lot. The other two left and she was left standing there waiting on her ride. The manager walked passed her, he never asked her if her ride was coming or if she even had a ride. He got into his car and drove away. i realize that it is not his responsibility how she gets but it's late at night and she's outside alone, no security, and no one else in the parking lot. It is just common courtesy and human decency for someone's safety to wait a few minutes to see if that person's ride comes. She had her phone with her but it was dead, and i realize she should have been responsible enough to not let that happen and with that being said i still feel she shouldn't have been left alone. Dusty was rude and he would not even say maybe he should have waited with her. I'm not trying to get the guy in trouble, I just don't want him to do it to any other employee, they may not be so lucky next time. I have tried to call the District Manager and human Resources for two straight days and no one will even return my call. I feel this company is too irresponsible as far as safety is concerned for their employees so I will not even let my grand daughter go back there. I advise you parents that if you have anyone and more so a minor child that must be picked up at night that you inquire about safety if you are not there to pick up your person at exactly the time they get off. I have been there to pick her up at her getting off time and have had to sit in the parking lot as long as 40 minutes waiting for her to come out so I thought I had plenty of time to get there. I know now that a few minutes could possibly allow enough time for my child to be in a dangerous situation. I will never shop Old Navy again and I will be returning my credit card. Cindy Rathert

I was shopping this store on Sept 19 2017. This store was a total disaster. More clothing on the floor than on the shelves and racks. The cludder and lack of organization made me want to never go back to that store. What a mess. This store seems to be in a very good location but dont understand how the management would allow the store to open in this condition, possibly more floor clerks to help with the problem. Renee Ross

This is Diwa Conner. Called your customer service today August 26, 2017 at 1:37 Hawaii time. Your phone automated system sucks big time. It is so hard to speak to a person! Reported my credit card lost few weeks ago using your automated phone system and I found out today that It was not reported. Also your customer service representative is not good and symphathetic.

I walked into old Navy a week ago walked into and some customers had maced the store. Immediately I was coughing, and vomiting outside as I ran back out. One of the employees had been maced and I was sick with mace. The paramedics came washed us down, took our blood pressure. My blood pressure was up to 176/110. I was told by manager that old Navy would be calling me but they never tried to see was I ok. So old Navy if u read this I will be getting a lawyer. The store is in Jackson MS county line Rd.

i went into a old navy retail store on 8/21/2017 in philadelphia pa.
i was immediatly greeted with disrespect and then the alleged store manager was very apolagetic and she called customer service whatever she said she completly lied to me told me corporate would not allow her to exchange the two pairs of pants and told me i should call corporate back and i did to find out that she did not want to exchange pants not corporate it was her decision alone to make. i wasted alot of my time in the store and then on the phone i eventually was offered the lowest selling price of both pairs of pants in the form of a gift card that would be mailed out ($12.97) in total i was so frustrated all i wanted was to exchange the pants i admit i wore them once and laundered them as the label instructed and when i took them out the dryer the had several small holes on them i dont care if i washed them a million times they should not have got all of the holes in them so i assumed something was wrong with the fabric the pants was made from i asked if they could just reverse the exchange so i could follow up with someone and was told i should no have accepted the 12.97 but thats all that was offered i stated that i was very unhappy with the resolution and no one seemed to care i will never shop at old navy again i beleive i was handled that way because i am afro american and i am very dissapointed in the system that old navy/gap has in place so be for warned in my opinion they do not stand behind the products with there name on it

Hello,

I went into an Old Navy store at 5 pm on Friday July 21st in the San Tan Village location of 2725 S Market St, Gilbert, AZ 85295. I waited in line at least 10 minutes before I was assisted. I wanted to return a pair of "T-strap Tassel Sandals blackjack." The sandals were never worn and had the tags on them I also had my packing receipt since it was an online order. A manager was called to help me with my return because according to the computer I had already returned the sandals. I tried explaining to the manager that I had purchased 2 pairs and yes I had returned the other pair and also decided to return this pair. I had both packaging slips for both sandals because I had an issue when I returned the other pair. The manager at a different Old Navy store, Mesa, AZ location did take the return and refunded me. The manager, however, at the San Tan Store told me the shoes were already returned and that I could not return them with my packaging slips. I explained to her that yes, I returned one pair, but these are the other pairs and she insisted that they could not be returned without the right receipt. I explained to her again that these were both packaging slips for both sandals and one was returned and the other were not. We went back and forth for 10 minutes and at the end, the manager would not issue me a refund back on my card. There were people listening in and to be honest it was very embarrassing for me. All I was doing was trying to get a refund back on my Old Navy card and return the sandals. The manager swiped my Old Navy card because I insisted she do that to verify all of my purchases and returns and she told me that the sandals were already returned. Which yes, 1 pair was returned but not the other pair. I didn't appreciate the way she handled the situation. I know there was a way she could have refunded the amount back on my card because I had an issue returning the other pair. The manager at the other store gave me a refund. I mentioned this to the manager but she really didn't want to hear it. This manager wanted to argue and make me feel like I didn't know what I was talking about or I was trying to scam the system. I attached both orders that shows each T-strap Sandal on them. I also attached the confirmation emails of both sandals being shipped out. The reason I am complaining is because I didn't appreciate the way the manager handled the situation and how she made me feel in front of everyone in the store. All I was trying to do was return a $12 pair of sandals and get a refund put back on my old navy card. The sandals had the tag and I had two different packaging receipts because I wasn't sure which receipt it belonged to. I don't want to walk into another store to try to return the stores. I am to the point where I will just keep them to save the hassle. I experienced long waits both times I returned my items. I am writing so that customer service can be handled better in the store when customers are returning items. Customers should not feel like they aren't being heard or humiliated the way I felt.

Thank You!
[name removed]

This is about the 10th time I have purchased athletic wear & it's extremely aggravating to wear the clothing & notice a hole In the item . Come on ! I am in Mexico heading to the gym with item #2 this trip with a hole from sensor tags . I feel this is unacceptable! ! The answer is to return items, answer is not shop here until issue is resolved. Very very disappointed

The week before Memorial Day weekend I went into Old Navy to buy my fiancé some shorts because he desperately needed them I paid $26 dollars for them so I expected them to last. A couple days later I started to notice a few holes in the front of the pants and just blew it off because I thought he caught them on something but this morning he came back into our bedroom with the $26 dollar shorts with a huge hole in the back he literally did nothing to cause the hole. the shorts weren't tight whatsoever. I guess just cheaply made. Never buying shorts from there again. Overpriced to begin with and cheaply made!

I purchased 4 pairs of jeans at the end of April, 2 pairs for my husband and 2 pairs for my daughter. The jeans for my daughter were a gift so she did not try them on until June. She did not like one pair so I went to return them. I was told I was outside the 45 day return period but I could get a store credit, which would be mailed to me, for the going rate, which was $14.97. I had paid $35. I find this insulting. Why would I give them back the jeans that I paid $35 for, get $15 in store credit, and then let them sell the same pair of jeans again for at least another $15? So I said nah and called corporate.

Corporate representatives were condescending and cold and did not care one bit about losing a customer. They said, "Our policy is on the back of all our receipts." Well, I had the original receipt and while I was on the phone with her I flipped the receipt over and told her that actually there is nothing on the back of my receipt. She told me that it should be there and so I asked if she wanted me to send a picture because it clearly wasn't. She then said, "Well, it is posted at our registers." Really?!?! Is this how you would expect to be treated? Because I think their customers deserve better. Better clarification if their policies; better communication of their policies. I would think they would want to make it easier on their customers to make sure the product they are choosing is something they like and if not, striving to make that right. That is how you get repeat business. Now, I could've understood if they would've said, "We can't refund your purchase in cash, but you are welcome to pick out another pair of jeans in the same style." Or we can give you a store credit for your purchase. To add insult to injury... they said, "Well, you can keep the jeans and then you aren't out anything." I kept mouth in check, but if my daughter won't wear them and I can't fit them, that doesn't fix the problem. Absolutely a total insult to my intelligence talking to them. Then they said, "well, I can give you a coupon for your trouble." Oh gee, I really feel inspired to spend my money in your store.

By the way, I entered the code in their search field online and the jeans came back as being on sale for $29!

I purchased this pair of pants a month ago. I wore them once and I loved how they fit and how they looked. I've been a faithful old navy customer my entire life and have never been let down by their quality until now. I washed the pair one time and the sides of the calves are gotten holes in them because the fabric is so thin. This is a huge let down. I do not mind paying more for higher quality items, but this is unacceptable. This is only my second time wearing them. What a waste of money.

The Store Manager (Carlos) and the Assistant Manager (Nicole) both have disgusting attitudes and can be very racist sometimes. For example the store manager says he has an open door policy but does not resolve issues when you talk to him about your problems but chooses sides with the other managers that he likes at the work place instead of listening to what the employees have to say. He talks down on some employees like calls them dumb or stupid and if you make him mad he curses you out, and if you give him an attitude he does not schedule you for two weeks the most. Now with the Assistant Manager she is a new manager at the store and I was told that she only gives hours to the people she really likes in the store and cuts all the hours for the people she does not like and does not care if they are good workers. Everyday she does a schedule change for all the employees where she is cutting most of the people for no reason.

I went to your store in Hingham, Massachusetts on Friday evening June 2nd to take advantage of my Super cash. I spent an hour picking out certain items and when I got to the cashier I realized I was a day early, the Super cash started on June 3rd(I was spending a lot more than just the Super cash). The nice lady at the counter asked the manager if my items could be held until the next day (barely 12 hours later). The manager said "unfortunately no". The nice sales lady tried to hold them for me anyways and I promised I would be back the very next morning. When I arrived the next morning I was told they did not hold them and they put everything back! I find this absolutely ridiculous! So you would rather lose a customer because of this? I understand that you can't make it a habit to do it for everyone but life happens and you should make exceptions on rare occasions, its just good customer service. I was from out of town and spent a long time choosing and trying things on. So I walked out and purchased nothing and your company did not make a sale. Awful business practice and I spend lots of money at your stores.