Old navy online is the worst experience I've ever had with online shopping. I had ordered 13 items on Black Friday. I didn't choose quick shipping since I wasn't in a hurry. 2 days later I get an email saying 2 of my items shipped. Great! It seemed like it was on the right track.

10 days later I did not receive any updates so I had to email old navy "when am I getting the rest of my order?" The next day I receive a reply and miraculously I get 2 more emails my order has shipped. Did old navy forget my order? This isn't the worst part.

So I was waiting on a girls blue puffer jacket for my daughter and of course it was the last shipment to arrive. So from my order on 11/22, I finally receive it on 12/13. However, it was not the blue puffer girls jacket that I received. It was a gold women's legging/trouser thing that I never ordered. I then had to go to an actual store to exchange it to what I ordered.

This was the most horrible online buying experience I've ever had! I will never recommend anybody to shop on your online store.

Thank you for making my already stressful holiday even more stressful! I will stick to amazon from now on.

It's awful. It's very saddening to me what this country has come to. I don't have any problem with someone working for this company who is not a native English speaker. But not only is it difficult to understand speaking to someone for help with an issue with Old Navy lately the customer service reps that they have hired do not care and have been not just un-nowledgeable but to the point of being rude not even wanting to help you order from the site which is the job here. The biggest issue is when you are aware that they are not aware how to help you and you ask for a manager they start using disgusting tactics to tell you you just can't be helped. Because they don't want to turn it over to the manager. I finally got over to a manager today and my issue could completely be resolved and she let me know the item number that I wanted and I was able to order it so Old Navy you are losing out on business by hiring people to answer the phone and handle it this way thinking that doesn't matter. It does.

And I don't think most people could've been so insistent knowing that there was an answer and this person just wasn't providing it, to finally get to talk to a level (maybe connected to a person that has actually seen clothes on an Old Navy website before and have some understanding how the process can work?) at Old Navy that can work.

I place an order for my daughter I pick a size 7 they sent me a size 8 I called the the customer service number they had me on hold for 40mins once I spoke with her she told I had to purchase the new size and send the wrong size back after they received my shipment they would refund me my money here is it 2 weeks later they have not refund me my money and I sent the the shoes back the next day so they received them the following day I have the tracking number so I know they received the shoes and here I am again on hold I been waiting for about 30 mins now so unprofessional

Wonderful customer service very helpful
Birch run outlet. A+ I have shopped there a few times always impressed with their service

Old Navy sent wrong item and expected me to. Yet pay again for the correct item to be sent. Can't get a refund until they receive the returned WRONG item. Said they would overnight the corrected item, the day I contacted them Dec. 2,2020, but didn't mail it out until7 days later. Dec. 8,2020, really? Ovetnight? Waited 7 days later to even put it in the mail... thats what YOU consider overnight! WOW. They actually received my return of the wrong item the day before they mailed out the corrected item... they I paid for twice now! Yet their mistake. Oh, and the cash rewards cannot be used for the ongoing sale. If you want the 30% off site wide you can't use the rewards cash also. It's one or the other. Ripped off. At least with other retailers your rewards cash can be used on the ongoing sale. I will stick with the other retailers from now on. Ie. Belk and Kohls. If everyone can get the 30% off sale then what's the rewards of being a customer previously if you can't use the rewards cash if you get the "same discount " as anyone else can. Come on Old Navy, you can do better than this!

I am writing to express my upset over a recent incident at the Old Navy store in Niskayuna, NY. I went to return a pair of pants which I purchased for my daughter. The pants were damaged at the zipper. I did not have my receipt, however all of the tags were attached and intact. I did have the credit card they were purchased with, as well as the appropriate ID. The general manager was able to find evidence of the purchase, the price I paid for them and the date they were purchased on the computer. I was told that I had missed the '45 day' return deadline for Christmas purchases, and as result I could not receive the amount I had paid for them. This despite the fact that they were damaged. I tried to reason with the general manager, Greg Towe, however he was immovable and inflexible.
This was the worst customer service I have ever received. Given the fact that the pants were damaged it seems that accomodations should have been made to rectify the situation rather than digging heals in and refusing to assist. I will never set foot in Old Navy or any of it's affiliates again. Perhaps further education should be provided regarding customer service, being fair and cultivating relationships with consumers in the community.

Spent 52min on a customer service call today after 4 online chat attempts last night. Applied for credit card, made first online member purchase, which arrived missing an item. No offer made to send the missing item. Instead instructed me to make purchase again, although price has changed, the item is out of stock in store, and would have to purchase at higher price with shipping - despite the fact that *Old Navy* is at fault. Made a second purchase in-store the next day with my new brand credit card and the VERY advertised "New Member Offer" of 20% your first purchase within 14days was not applied. A nearly 1hr phone call with three separate customer service representatives only offered that *I* return to the store in person to have them apply the discount... that they weren't able to apply in the first place? They repeated that they weren't able to access orders made in person, despite offering to provide receipt, transaction details, email a scan etc that would GIVE those details, no help provided. Both interactions completely lacking in any real concern for the customer. I would not recommend becoming a cardmember by any means.

I made a online purchase for 2 pairs of shirts and 2 tops. First mistake is they put quality 2 for one of the shirts when my order shows 1. Next they sent one pair of shorts only. Had to wait for the rest. Okay fine whatever. Then I decided I didn't want the items due to how long I was having to wait to receive everything. Called to cancel everything and customer service (cs) said they would gladly help. Next I recieved a email a couple days later saying my items are almost ready. What? I call back again and wait another 2 hours and have them cancell my order again. Email comes a couple days later and it's my items preparing to ship to me. Why? I call back and wait 2 hours to get through to be told it was never done and they're doing it this time and its completed. Thx. I get a email a couple hours later saying that my order has shipped. I call them back and wait again to be told it was never done and now it's to late to cancel and I got to return everything to get a refund. Why I have to cancell this many times is beyond me. I will never again shop at old navy.

After I had my wallet stolen and all my check was in my wallet and to top it off I lost my job I called old navy and told them I need a new card because my wallet was stollen they sent me a new one and canceled my stolen one. I have no balance I pay on time every time after some time I went in and was going to buy some clothing for my son only for them to tell me my card declined Im like something not right so I called them and they said my card was cancled for no resaon what so ever how embarrassing to have a card declined never in my life has this happend to me they even send me anything saying my card has been cancelled to at least save me the embarrassment worst business ever!

Any sales or coupons can only be used by customers with an "Old Navy membership" henceforth anyone else walking into the store MUST pay full price while they sadly watch the customers roped into joining their little "membership club" enjoy 15% off this, or 18% off of that.....even their special members get the short end of the stick. Old Navy used to be a great store to get hoodies, sweatpants, pajamas (I even got a beautiful wool Pea Coat leftover from the winter stock for $80 less than retail price, that was 7 years ago). They don't care about selling quality items for affordable prices anymore. I got a pair of jeans a year ago and the crotch split while trying to pick my (at the time) 5yr old daughter up. Yes it was the right size, no my pants don't sag down to my knees.....the jeans were just THAT cheaply made. It looked like a blind man with 3 fingers on each hand had made the "jeans." Don't waste your time in this store anymore unless you want to overpay just to join a "special club."