Melissa P.

So, I ordered 4 items from Old Navy for a cruise I go on this week and received ONE of those items but did NOT receive the other three today in my package. Instead, I received TWO items I DID NOT order and that were incorrectly placed in my package.

When I spoke to a representative and their supervisor, these were the only options that Old Navy was willing to offer:

1. Issue a return for the incorrect items that I did not even order and once that is received THEN I could get credit for the items that I ordered but never received as promised by their order confirmation and shipping confirmation.

2. Charge me a SECOND time for the items I originally ordered (and already paid for) and then issue me a credit for the first charge once they received their incorrectly shipped items back. After a LONG talk about the lack of customer service, they said they would expedite shipping of the items I should have received TODAY.

Note:
-They are now out of stock for a dress I originally ordered and they had in stock so even though I paid for it, they confirmed the order and shipment, I have no option of receiving the dress.

-If I had NOT BEEN HONEST, they would have issued a refund within 1-2 business days without waiting to receive the incorrectly shipped items back however, because I was honest, I now have to wait for them to get the incorrectly shipped items back before I get my refund.

My thoughts….Old Navy, your customer service policies are terrible. Old Navy policies seek to serve the company and definitely not the customer.

I was never given an option that honored my honesty, expedited the receipt of the items that I already ordered, paid for, and was confirmed as supposed to receive. Your policies are business-serving and do not honor your customers in any way and need to be re-evaluated and given some old fashioned "the customer is always right" attention. Also, you need to give your customer service representatives the freedom to help their customers with options that best serve the customer.

Ridiculous. Be warned, friends!