Old Navy Customer Service

Hello,

I have been informed that the NAVYIST code does not work anymore. I am an ICON member for a number of years and have enjoyed free shipping on my orders under $50.00 dollars. That is one of the top reasons I shop old navy frequently and use the old navy card for all my other purchases. It is very disappointing that this feature for ICON members has been discontinued. While I intend not to stop shopping at old navy in the future I will however consider my other shopping options at other merchants.

I do hope that OLD NAVY will consider reinstating the NAVYIST CODE FOR ICON MEMBERS. Thanking away a well established "perk" is maybe not such a good idea.

Sincerely,
Barbara Hines
[email protected]
619300-279

I really don't like the Old Navy winter commercial where she says she stole the toboggan. The actress is abrasive as well. It's not appropriate to tell anyone who is watching (children included) that stealing is condoned by Old Navy. Will not shop in this store as I don't care for their marketing practices that glorify stealing.

I went for an interview with Old Navy this week and it was the worst interview I have ever had.Why would you do an interview on the sales floor with customers shopping.!!The pay is 12.00 hrly.I have management experience and it was a smack in the face.The store is in Waynesboro VA.Very displeased with the encounter.Will not be shopping there much less apply for another position.

To whom it may concern:
Your winter commercial is appalling!!
How dare you connect to steeling!!!
That toboggan must cost at least $600....and your telling people that it is alright to steel things as long as it suits you!!
It's deplorable that you show such things!!!
I'M NEVER!!! BUYING ANYTHING FROM YOU!!!
or should I just steal anything I want from your stores????
Your idiots!!!
B.Capistrand.

I do not like the winter Christmas advertisement for Old Navy. It isn't appropriate to condone stealing. Certainly doesn't not make me even want to explore the website let alone purchase anything.

I can't stand your commercials. They don't make since I don't care for the actress.

I ordered some shirts from Old Navy last month. They sent me the wrong items. I called and they told me I had to return the items, but that I would get a refund and they would send me the correct order for free. I haven't recieved a refund or my order a month later so I called again. Apparently, there is no record of anyone telling me this. They are now telling me I have to mail back the wrong items before they will give me my refund. They wouldn't even let me just bring the items to a close by store. I have to try to another city to get to a UPS store. I have to pay to print the label. I have to spend my time and money correcting their mistake to get my refund. And they are not sending me my order. So I'm left with wasted time, lost money, and no clothes. But they offered me a 15% off coupon. What a joke.

I had 2 orders delivered to the wrong address (proof picture not my house), upon phoning Old Navy support was told they cannot do anything for at least a week because the original projected delivery date was several days latter then the actual delivery date. I talked with a rep (very hard to understand due to heavy accent) and then a supervisor with the same result even though both could see delivery status as delivered and could see the proof picture on delivery company(Fed Ex) tracking site. End result no action taking, I'm to call back in a weeks time, ridiculous.

I was shipped the wrong item. Was told I have to return this incorrect item in order to receive a refund. Customer service reordered the item for me and charged my card again (with a measly 10%discount for the inconvenience.) The order arrived today and it's the wrong item again!! So now I need to return 2 items I did not order just to get my money back and still don't have what I originally ordered. I'm not bothering trying to get it again. I don't think it's fair that I have to be inconvenienced for their mistake in order to get my money back.

Had a problem with an order related to Apple Pay.. 1st CSR became impatient and condescending as I asked for clarity to understand why Apple Pay was being blamed for overcharging and shipping issues, was told I made the choice to negate the charges by using Apple Pay so problem was my fault. Bad experience#1. Called back to try and get a resolution... turns out Old Navy converts Apple Pay orders, even from a Gap/Old Navy account to "Guest" accounts and strip all promos applied to order resulting in overcharges. Unacceptable. Bad experience#2. Upon asking for order to be cancelled CSR became toxically cheerful... which was disingenuous and insulting. Horrible experience. Will not be shopping with Old Navy again any time soon.

Old Navy has the absolute worst customer service ever. I've been a card holder for 5 plus years and have never asked for a return exception outside their already ridiculous return policy of 30 days FROM the ship date. I ordered some fall items on anticipation of cooler weather and unfortunately missed the return window by approximately a week. I chatted and called and there is absolute NO exception AND they won't allow you to speak to a supervisor or anyone else. I will be cancelling my credit card with them and not conducting business with them either. They just stole $60 from me....beware, they will don't care about their customers.

I was going away for 5 weeks, my order arrived late after I left. I got back in town today and tried on my items. A few items did not fit right. I went on their website to print out a return label and it said the return window was closed. 30 day return window? Are you kidding me? These items are new with tags and I am unable to return them. I contacted customer service to see about getting it extended to tomorrow and said I will drive there in the morning. She said there was nothing she could do and would not extend the dates. This was my first and will be my last ever order with Old Navy. Horrible return policy and horrible customer service.

Horrible return policy. I had receipt and tags still on item. Won't even give me store credit - just a NO will not take back. 30 days in unrealistic and not a good customer experience, but they don't care. I will find other, more customer focused places to shop.

On line order..terrible quality and unrealistic return policy. Csr talked over me and wouldn't let me complete a question. Hard to understand the rep

In this day in age, the Old Navy return policy of 30 days from placement of an online order is NOT customer friendly. Given unpredictable shipping delays and delivery mishaps, this timeline is essentially reduced to a two-week window. I am not aware of another company with such a restrictive window for returns. Yes, I've been caught and now have several items that I do not want and they refuse to take back. Congratulations on losing a customer!!

I hate this retailer. They are very rude and not willing to listen to you or try to solve your problem. Please NEVER shop here again at OLD NAVY!!!!

I made an order in 05/29/23 and so far they say was shipped but it was not. They created a shipment label with the shipping company but never gave the order package to them. MY FIRST AND LAST TIME BUYING WITH OLD NAVY.

Return policy is the worst. Cannot exchange clothing if 30 days run out. Dresses to small and could not get larger size or any kind of refund even if it was sell price. I have been a customer for 8 yes but will not be shopping there ever again Sign Cindy

I found out today that Old Navy recently "cracked down" (as the cashier put it) on their return/exchange policy after I simply attempted to exchange some maternity pants I ordered online for a larger size. The store does not carry the items I needed, which were work attire, so I had to order them online. I received my order a week after I ordered it in two separate deliveries on different days. I was informed that the return window actually starts the day the items are ordered, not the day you receive them, therefore the return window is actually technically less than 30 days if you put it that way. I went I to a store, called and chatted online with customer service and there was no other solution than to keep the clothes that don't even fit. Almost $100 worth of clothes that I wasn't even allowed to exchange for a different size. Old Navy claims to care about their customers but this seems excessively strict and inflexible. I truly do not want to shop here again.

Old navy is awful! I had multiple returns and they would not return or give store credit when I tried to return 1 day after their very short 30 days return policy. I will never, ever shop there again.

I placed an order for 17 items, waited 10 days and was then told they made an error shipping and returned all the products. Their resolution was for me to go and do the order again. Shockingly bad customer service. They don't care at all if u return. I guess u get what u pay for with companies.

I bought many clothes at Old Navy, Eaton Centre, Toronto. But recently, new cashiers appeared. So rude, incompetent, deceptive!
The last straw was: their cashier gave me a coupon for a discount at my next purchase. But when I came specially to redeem this coupon, the same cashier refused to honour the deal she offered.
Next to me was another lady who came to redeem her coupon. Same story. They treat clients like we are stupid.
There were advertisements all over the store about special discounts, but the cashier did not know anything about them.
Also, there was a long line waiting. Two cashiers started chatting between them, while the third one closed her cash register and left.

This is the second time I have ordered to items and only received one. Call customer service where you read off the order number, yeah that's fun. Finally get someone who has many many words to say...that mean absolutely nothing! Ridiculous. I won't buy online again.

Deceptive promotional practices.
And manager at store at the Summit in Reno, NV would not even tell me her name.
I was in every way respectful, though she told me 3 times to please be respectful. All I asked is that they honor the clear signage for the fleece zip up hoodies. I'd love for someone at corporate to call or message me.

Old navy Everywhere T-shirts. I bought two 1 brown & 1 purple 2 weeks ago. Both were worn and washed once. Both developed holes at the bottom of the shirts above the waistline.

I'm giving a big shout out for my Old Navy on the East Beltline in Grand Rapids, MI. The area had just lost power but we could still shop. Armory, Steven, Emma and Laura ran the store without any of the technical support and there customer service was outstanding!

I must say I don't usually shop in your store but many of my siblings and friends do. Might come today.whoever is doing your marketing tell them praise, I love to see full figured girls in Old Navy's add and you guys keep rocking it on.

Ordered to the wrong address. Called less than 1 minute after ordering to the wrong address and this is old Navy's terrible process...
The customer service rep said they can only put in a request to cancel my order. Someone will then contact me in 24-48 hours to see if my cancellation went through.(so these may go to the wrong address) How on earth is a customer not able to immediately change their order seconds after the mistake, or better yet a customer service representative?!!

6/20/20 I had the pleasure of visiting your Old Navy Store at Firewheel in Garland,Texas. I was assisted by Renee Aden, she was knowledgeable and very patient while assisting me in placing an order for merchandise not in the store. Thank you Renee and Thank you Old Navy for having this type of employee in your service.

Thanks old navy for having great customer service,Today 7-14-2016, I placed a order and the person that assisted me over phone,her name was Esther,I didn't get her last name,but she were so kind and pleasant also very professional,Thumbs up Easter, Greatly Appreciated.Terri Harris.Cincinnati Ohio.

I had a great experience with customer service. Wanted to exchanged some shorts that were too big and it was done quickly and easily. Customer service agent was very pleasant and accommodating. I am very impressed.

I would like to first say that I have overall enjoyed working for Old Navy very much. I have been with the company for 4 years as a manager and I am Brand Proud. I think it's amazing how our company is so involved in charity and volunteer work. I enjoy volunteering at the Ronald McDonald House with my peers each month and really making a difference in the world. It makes me very proud to be a part of such a great team.

I would like to suggest a few things, opportunities for improving the culture at Old Navy.

I think that payroll should loosen up a bit, especially in the markets where workloads are so high due to Signage, Shipment, and Merchandising. Here lately, they seem to be back-to-back, and our goals have become unobtainable. This hurts us and creates an atmosphere of feeling defeated, unappreciated, and incapable. In these last few months, I have watched many of my management peers (3 GM's, 5 grade 3's) throw in the towel. Now, I will say that of these peers, I personally knew 2 of them who I had grown much respect for over the years, and was very shocked to hear of their intentions on leaving.

I feel that we have lost something very special to our brand, and that is costing us our overall and individual success. No one is happy lately, it has become so stressful and overwhelming to commit to.

That is my insight on the store logistics. Something seriously needs to be done. I fear we will lose our Brand Veterans if we can not bring back a sense of ease.

On another note; Our customers are being effected as of lately as well. From what I have read, there are a few things that I really feel for our customer on.

Signage (S2S) has been a real struggle in our stores. The Contingency signs we use to sign items when the whole store is on sale have brought to surface a lot of problems in our customer experience.
The customer can not easily understand what items are on sale when a wall is clustered with red signs. The question arises constantly, "How am I supposed to tell which sign is for what?"
Now with our other signs that have the item description written on it, our average intelligent customer can understand. But with our contingency signs, even our brighter customers struggle.

Another thing concerning our customer experience; Store neatness. This has suffered tremendously with hours constantly being cut and left strictly for logistical tasks. The time to sort, organize, and recover our store deeply is simply not there. We have very aggressive shoppers in our market and clothing/accessories constantly need tidying. We get complaints often about how our store is messy even when it's clean. This is upsetting to us, as we try very hard to keep things in order. We can't keep ignoring these complaints. More hours need to be permitted for deep recovery, and a designated day to execute.

These are my suggestions on opportunities to improve Old Navy, for the customers, and for the hard working employees.

Old Navy has always been my family's go to store. We live in Gresham Oregon and we always get greeted with a smile. In the past 3 years there is a young man named Brian who works there that is ALWAYS so nice to my kids, One who has special needs and sometimes screeches really loud! Him and his coworkers bend over backwards to find clothes for us. Sometimes they are out of clothes and should have more, but I've been reassured by Brian many times that they have freights tues, wed, and thursdays and they do! Thanks Old Navy for being so welcoming!