Old Navy’s earns a 1.3-star rating from 335 reviews, showing that the majority of shoppers are dissatisfied with their purchases.
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false presentation
Cashier told me several times that if I opened a credit card I would get 30% off my purchase. When I got home I reviewed my receipt. The price I paid was exactly what the price advertized in the store was. The 30% was already off the items. There was no need for me to open a credit card. I did not get anything additional off then what I intended to pay originally. It was a total scam.
Read full review of Old Navy and 2 commentsadvertised price not honored
On May 17th I took my folks (who live in Europe) to Old Navy for the first time.
My parents decided to purchase flip-flops when they saw the 2 for $5 special – advertised in store above women’s and men’s wall of flip-flops. We grabbed a pair each and proceeded to the check out. At the check out we were told about a big flip-flop sale coming up just a few days later on May 22nd we could come back to the store with our receipt and receive an additional discount on the already purchased pairs to end up only paying $1 a pair.
Returning then we were informed by the greeter: “Sorry, we don’t do price adjustments”. I asked her why it then was advertised to us. She consulted with a different employee who also just plain told us that this was impossible but at the same time asked for the store management to come to her aid. The store manager was very short and without hesitation, too told us that it is against their policy to do any adjustments like this. My inquiry to check with the employee in question for why she had promised us to have a discount (as each receipt shows the cashier number) was not considered.
I also told the manager that I felt “screwed over twice” as looking at the receipt I noticed that we paid paid $3.50 a pair and not as store display mentioned “2 for $5”. With no remorse I was first once more told about policies of price adjustments and then reluctantly offered a $5 discount for the next purchase. I told him that my parents are leaving for Europe again and do not intend to shop anything at Old Navy anymore to which the store manager just then walked away from us.
Knowing that it wouldn’t change anything I still decided to send an e-mail to Old Navy’s customer service where I told the beforehand story and again was offered a $5 discount, knowing my parents wouldn’t have any use for it. And as far as the “mix and match” goes, it was not honored as to male and female flip-flops have different SKUs and therefore cannot not apply. It may be just 1 Dollar difference, but the principle remains that advertised prices are not honored as they should be or restrictions should be explained clearly.
false advertisements
Sunday dec 6th, sale paper advertised gey boots w/sequins, I phoned 6 stores on monday dec 7th only to be told they were all sold out? How many pair did each store receive...1?
They shouldnt advertise if they don't have the merchandise.
Majority of Old Navy's marketing ends with bait and switch. They never stock up the product before hand, except only flip flops. As for the flip flops, they are suppose to be 5 per person, but the register lines get back up so bad with people doubling, tripling up inline. Some folks would boldly come up with more than 5, like 20, and if we say "no" someone gets mad and more delays come. The sale puts their flip flops at $1, but regular price is $3.50. If you buy 2 or more, they'll be at $2.50 each only a $1.50 difference. I'd spend the extra $3 on a regular business to ensure the color and size is available. On flip flop $1 sales, the colors and sizes are random. They just have a terrible inventory distribution system; when I used to work there for example, some of the colors would only have 1 or 2 different sizes to them. Like blue flip flops would only have size 9s and 10s in the boatloads.
And opening up early at 7am, do expect that to be normal on holiday weekends. They will only post it like 3 days in advance on the front door that they are opening early. They try to open up way earlier than there competitors, so a shopper can have both option of buying from Old Navy first and than going to the other store.
On May 22, 2010 old navy had a flip flop sale. there was 5 per person but when i got into the store people had cases of flip flops i went to the manger saying this is not fair there should be one set of rules for everyone. .and when i call the machine said the store open at 9am when i got threr it open at 7am old navy needs to stick to the policy at hand and not changing for one group of people
My district sold out of boots within 1 hour of opening the doors for the sale. Each store has a different amount of items, but my store had about 400 total. We were sold out in minutes. That's the way it happens during the holiday season.
different prices in store vs. online
Today's Old Navy circular from the newspaper clearly shows that their ladies "Adoraboots" are $15 on sale this week. However, these same boots are $29.50 if purchased online. After a bunch of searching on the site and in the ad (which I "browsed" online) I found that the sale price is good "in store only." Huh? I've had an online shopping cart filled with more than $300 worth of Christmas gifts for several days, just waiting until Tuesday when I get my cardholder discount upon checkout. Now, I'm wondering what other items I could get cheaper in the store? Or, since the whole idea was to avoid going into the store, if perhaps I should spend my hard-earned dollars elsewhere. In one fell swoop, my confidence in Old Navy as a brand that provides good, honest value for my family's clothing budget has plummeted. Does Old Navy REALLY want to go here and risk losing its customers' confidence and loyalty? Especially in the thick of the holiday shopping season? As far as I'm concerned, inconsistent pricing is SHADY business.
It gets better - I went into the store to pick up the $15 Adoraboots. Of course, they were sold out of the ones I wanted. I walked around and more or less recreated the online order I was going to place, and found the in-store prices saved me more than $50. I asked to speak to the store manager, and told her I'm monumentally disappointed to find out MANY of the in-store prices are different right now. It makes me feel like I've been cheated with all the online shopping I've done with them. She was surprised, said that usually the feedback she gets is the reverse -- that online prices are cheaper. Well, they should be. In addition to an easier sale, there is no overhead, no stocking, no labor, etc. I'm more pissed about it now than I was when I wrote the original complaint!
The complaint has been investigated and resolved to the customer’s satisfaction.
Do yourselves a favor and do not shop Old Navy. The Clothing is crap. How are they going to charge all that money for tops and jeans and things when they are generic clothes. $45.00 jeans I want them to say a famous name on the butt. I mean really. Wash something once it falls apart.
****correction***** orders would sit in the order pool and in process for a certain period of time
Although online and stores fall under the Old Navy umbrella, they do have seperate pricing on some items and have seperate promotions meant to drive business either to online or instore. The adoraboots sale applied to instore only to drive customers there but the same promotion or something similar was offered online sometime later. It is not shady prices. Old Navy also implements a policy called regional pricing meaning items are priced based on the region the item is being sold in and on demand. Basic economics: demand drives prices.
@Lilylooly it depends on which shipping option you selected. During the holiday season tens of thousands of orders are placed and the distribution center works 24 hours a day to get packages shipped out. Sometimes though packages sit in the for certain periods of time and there may seem like there is an issue with the package but there is in fact no problem. Even if there is only 1 or 2 days left in the shipping time frame, the company will actually express or next day the package out to you so that you do recieve it within the shipping time frame that was selected on the order.
Be careful everyone! Old Navy will continue to pull of these kinds of scams for some time until they get back onto a stronger financial footing. I was with Old Navy for over 13 years and the number of questionable practices went up exponentially the last 7 to 8 years. Customers aren't the only ones frustrated over shady policies either. During the same time, employees were treated like an expense rather than people. Many times, we were told about some great, new operational practice that would save us time and make our jobs easier. WRONG! They were nothing more than another payroll cutting decision which gave stores (and employees) fewer hours and put more demands on those who did get the hours. We were told to find ways to let full time associates go so they could be replaced with cheaper employees who did not receive benefits. Stores now only have one associate who gets benefits and I know of at least 15 (and have heard of many more) long term managers who have been terminted from successful stores because they were too expensive to keep. Everyone single manager was told the EXACT same thing when let go, "we just don't feel you are the person to lead this store to the next level." These conversations happened across several states by different district managers, so it is no doubt a company directive.
I said all of this to explain why the service is so poor. Associates are spread too thin and are frustrated about what all are expected to do at the same time and not compensated nearly enough for their efforts. So, don't expect things to get any better, only worse. Based on what I saw over the last few years, I am no longer an employee or a customer. Its a shame what a disaster of a company Old Navy has become when it used to be a wonderful place to work, but that what you get when the accountants take over and the customers and employees take a back seat to profit.
I agree. I too was waiting until this morning to get my adoraboots only to find they arent on sale online. I guess Ill just go without because Im not driving an hour to the store just to get them. I also and having a problem with an order I made on Nov30 It has not even shipped yet! And the stuff I purchased on black friday I recieved by Wednesday. Im not happy with Old Navy right now!
fraudulent charge
I've been a loyal ON customer for 10 years and have had their credit card probably 5 years. No longer! This past year they changed billing dates and I received no notice and two late fees of $39 each. Now it is never due on the same date every month. I complained and one was removed, one but not both. I just logged to pay and I have another late fee when the account summary says it is due today. I pay direct from my checking account and can pay on due date. Good by ON and good riddance!
The complaint has been investigated and resolved to the customer’s satisfaction.
check payment
I was to buy a purchase for 243.00. I asked to pay in a split payment. The clerk says OK. I wrote the first check for $143. She took it, then requested the 2nd check for $100. This check didnt go thru. She then says, we dont take split payment so youll have to write the check for the whole amount. I did, and that check was denied. I became embarrassed because I knew I had money in both of my accounts. She gave me back all three checks and I told her I would return with the cash money. Instead, I came home to get online to check my account. I couldnt believe it. The check for 143. had cleared my account and was showing up on my banks ledger. I immediately called the Old Navy manager, who assured me the charges would fall off before 12am. The next day, I checked and it the charge was still there. I called my bank and we did a three way call to Old Navy, which said that it was a mistake, but meanwhile I could not have my 143 back until after 15 business days. I couldnt believe this and this info came directly from Old Navy Headquarters. So, I have no clothes and no money. Any suggestions on what I can do-not to mention that this did throw off my checking account, because I did not expect for them to take money from a cancelled transaction. Thanks for any help. Mia in GA
The complaint has been investigated and resolved to the customer’s satisfaction.
Here's how to fix this. Stop shopping at Old Navy. They SUCK and so does their customer service. This won't be the last time you'll have an issue with them. There are so many other retailers that sell better quality clothing and customer service that would die to have your business. They don't care about you (the customer). They only care about your money.
Haha. Well yeah, maybe... But I thought maybe it should be addressed, since she had a question and no one else had answered it. I know I still check back if no one's answered me...
Working in retail at the cash register at another store, I can at least explain what happened.
When a cashier runs a check through, it immediately deducts that amount from your account. That's why it's so important to always double-check what you're inputting (for the cashier, I mean). I can't tell you why they couldn't accept that second check, but that's why you had a $143 charge on your account. And as far as I know, for them to refund it, they have to handle it like they do credit transactions. Their people have to talk to your people, and get it all sorted out. Yeah, it will be a while, which does suck, since it wasn't your fault.
The only thing I can suggest to do would be to go in and speak to the manager, explain what happened, and ask if you could hold the clothes that you wanted until the money comes back to your account. I see no reason that they wouldn't accommodate you in that regard.
Other than that, just treat it as if you made a $143 purchase. You already expected to be making a purchase, right? Were those clothes a life-or-death necessity? Or could they wait? I'm sure you could even talk the manager into giving you the same item prices for them. After all, it was the store's fault, not yours.
customer service
I was late on my Old Navy bill. The bank lady called me to remind me that my account was past due. She wanted me to pay with my checking account over the phone. I did not have my check book handy at work so I went to the website and paid the full amount. I told the lady sorry I forgot to pay for the month of April and that the full payment was just made for the full amount on the Old Navy's website. The lady raised her voice saying that it was better to make the payment over the phone since the payment will show faster. My point is that I have been a customer with them for years and yes this was my first oversight and skipped the april payment but the point is I did not deserve to be treated that way. I asked the lady over and over again what she was saying since her english was not so good and it seems like she got offended. I did not understand her. With the way the economy is right now I think companies like this should be treating better their customers specially those that have been loyal to them.
The complaint has been investigated and resolved to the customer’s satisfaction.
GE SUCKS soooooooooo bad!I had a financial mishap of 20 dollars and was cancelled based on this, without any warning. They sent me this lovely(being sarcastic)letter saying they review different peoples accounts and that my account showed numerous times of non-payment, which is B.S. I gave them a call about this to find out what was going on and got absolutely no where. Anything I said did not mean a thing, so I asked to speak to a supervisor. Well, that was another waste of time..All she could say was didn't you read the terms and that they do not have to give a warning or notice in cancelling an account. Even though I had paid my balance in FULL, that did not matter. I was told they can not reinstate my account but I can reapply for another at the store. Yeah right, I told that lady that she can take the card and shove it, I was so pissed. So, I warn any and everybody to stay away anything dealing with GE Money Bank. They are the absolute worse EVER. Their customer service leaves a lot to be desired!NEVER AGAIN!
I had my credit line lowered for some unknown reason from $1, 600.00 to $1, 300.00 which really pisses me off. I have never missed a payment, in fact, I have always doubled my payments each time they are due. I think GE Money Bank is a terrible place to get a credit card. They are so nice at the Gap to get you to apply for a credit card and then you are treated this way. They say my credit score was excellent at the time I applied for the credit card of which I didn't even ask for one bu the cashier insisted I apply so I did...GE sent me a letter a couple of months ago saying that they had lowered my line of credit because my credit score went down, well I would like to explain why at no fault of my own but they didn't even ask.
credit card decrease
While in old navy today I was shopping looking around checking the new things out, when I get up to the cashier she rings everything up and I go to use my old navy credit card. The cashier says "the card has been declined" I asked why, she said in a very rude ton I don't know do you want me to call Customer. So i said yes think why would it be declined i have over a $1, 000 limit and i have had this card for almost 7 years. I get on the phone with customer service and they tell me that Old Navy had decreased my credit limit, she did not tell me to what or why after asking several times why she hung up the phone. I can home after leaving the Old Navy store and canceled my card. I will never shop there again, I think if Old Navy is not just doing to me but other people they will be going out of Business very soon.
The complaint has been investigated and resolved to the customer’s satisfaction.
unnotified credit card limit decrease
My Old Navy credit card limit is $1, 750 which I never reached; I've had it for 3 yrs. Just recently I paid off the existing balance (approx. $800). My last statement was received on Nov. 30 2008, requiring a minimum payment of $10 with a balance of $60.00. A couple of weeks later I went to my local Old Navy store to purchase some things and when I gave the clerk my credit card she announced it was declined. She then called customer service, where she as well as myself were informed that my credit limit had been decreased to $100 and that a letter had been sent to me on Dec. 4th. I was purchasing Dec. 6th. I understand that any and all changes in credit limits should be notified PRIOR to the actual decrease. I did not know of the decrease until I went to the store to purchase. Is that legal? I've been reading and I know that lots of companies are decreasing their lines of credit, but isn't there a law that protects the consumer of going through this type of embarassing encounter? I paid for the items cash, but I found the incident to be very degrading and undeserveful. I have always paid on time and have a very good credit rate. Please advise is there is any legal action for lack of proper notification. Thank you.
The complaint has been investigated and resolved to the customer’s satisfaction.
This happened to me as well but thankfully didn't have the embarrassment. I happened to open a letter in the mail. I didn't really read it because normally credit cards send letters to notify you of an increase. I say the amount $150 and just assumed they were increasing my limit. I come to find out when I went to pay my bill on line that I had a balance of $151 and some change and that my credit limit was $150. My credit limit a month prior was somehwere arounr $1200. I have paid off my credit card on two occassions since I;ve had it (3 years) both in the amounts of $700 - $800. Needless to say I was a little upset. I felt that I have been a loyal customer and shop Old Navy quite often. I have never made a late payment and have paid off the card twice. I will be cancelling my card once I full pay it off again and will probably not shop there as much given my small line of credit. I think this is ridiculous and doesn't help the company to keep their loyal customers. The thing that bothers me the most is Old Navy literaly shoves their credit cards down your through when you come in to brouse and then make a purchase but then they do this. Just think this isn't good for business.
refund
We purchased a gift card for $15. The card went not go thru, they swiped it three times. I check my account, for a $15 gift card, we were charged $45, nice deal for Old Navy. We went back to the store, it took them 45 minutes to research it and then they said they fixed it. I checked ;not fixed, we still have been overcharged. We went back to the store, spoke to the same lady. She could not take the time to assist us, she was way to busy. Call 1800 Old Navy.
So...called 1800 Old Navy, (it has been a week), got the run around. They have to research it, have to wait for the bank because it still could be pending. Now, it already shows my account has been charged.
Ask to speak to a supervisor, get the same deal. But he will call my bank (of course the bank won't speak to them without our aprroval). He calls, well he called ...big surprise...on Veterans Day! Bank closed, so sorry he has to send it on to revenue who has to research it again and that could take another 10 days. By this time, since original transaction, it has been over 10 days, we are working on two weeks!
I called them tonight, well revenue researched it and there is over charge on the account. I said I have the paperwork..well they have everything and there is no charge. He will contact them tomorrow...so I have to call back tomorrow to hear them tell me, sorry charlie, you are a sucker and we are keeping your money.
It is so frustrating, to be telling the truth and obtain no satisfaction. I just want what they overcharged us!
Jim you are indeed correct in regards to the authorizations. They are a pending charge and will drop off in 3-5 business days depending on the bank that the card is issued through. Now although the pending charge wont remove the funds, it would though set them aside as a hold. @taliagirl there is no interest gaining on that amount because old navy does not have those funds. @smhomer Same thing it takes 3-5 business days for the credit to show up on your card. If you are not seeing it posted on your account, feel free to contact customer service and they would partner with your bank to see what the issue is.
In regards to the original issue. I'm very sorry that you had that experience in the store. Unfortunately in today's technological world, issues like this could arise. 1800 Old Navy is definitely the folks that should have gotten that issue resolved. Hopefully you got your funds back.
I made a purchase and returned the item the very next morning back on Nov 2. 2010 and it's now December 2, 2010 and I still have yet to receive the credit back into my account and the corporate office gives you the run around. I will NEVER purchase ANOTHER ITEM from this chain.
Wow, these people talk like bad customer service is "not an inconvenience!" You are loosing customers by the mile when you ignore their request and allowing your policies to be the focus of what you call "good customer service" or "back up policies" What you are doing to people are not right! It just bad business! Even if it was a hold on his account it's still $30.00 that you are gaining interest on that is being "held." Stop trying to justify what you do is right because it's wrong!
an authorization on your DEBIT card takes like a week to expire. authorizations *never* remove money from your account, they only hold money until they expire, which is the same moment that the real charge goes through. were you ripped off? no. were you inconvenienced? yes - because you used a debit card, your authorizations are alive for like five business days.
paid off account but they won't recognize it
My husband made some charges to his Old Navy card and a bill was never sent. My husband didn't inform me of the charges and without the bills I didn't know he had charged and without him seeing the bills he though I paid it off. 3 months later I get a copy of my husband credit report to see that the account is in collections. I immediately call them and work through the muck. They were sending our bills to the wrong address but will not take off the late fees etc. Fine whatever. I settle with the collections agency and paid them in full. It was conveyed to me that upon payment they would close my husband's Old Navy account.
One month later I start recieving bills from Old Navy saying we owe them this total when we had paid it off with collections. We paid the total fee in April. It is now mid October and things are still not resolved. Every month when we call to clear things up we are rerouted from person to person and no one can help us. Occassionally we get someone who tells us it's all takenc are of only to get a bill the next month. It has dropped my husband credit score enourmously and they are not doing anything to help us. We now have a lawyer and are in the process of taking them to court.
The Old Navy customer service department are the least competent individuals on the face of the planet.
my wallet was stolen
While shopping for a Halloween costume with my 14 month old baby My wallet was stolen while in the store. No one in the store was able to help me and they would not call security or the police until I had to start screaming for help. They were more concerned for getting sued then for helping a young mother being robbed in their store. To top it off their manager told me that she would not be apologizing to me, but that I would be apologizing to her.
The only thing you could have done is called the police yourself and filed a police report i got my wallet stolen twice but i realized i was the idiot for doing so
I work for Old Navy, and we can not call the police for a lost wallet. We also do not have security in the stores, so screaming would have done nothing but cause more problems.
stretch jeans came apart in the front
Over the course of a year or so, I have three or four pairs of Jeans from Old Navy. Of the ones I've bought, 2 of them, within a month of wearing, started to pull apart at the front seam (underneath the zipper). It was not from wear and tear--it just started to come apart, like the fabric wasn't strongly woven enough to stay together. And the longer I wore it, the worse it got, and soon I had a big hole along the front seam near the zipper. The first time it happened, I thought it might be just a one time thing, so I bought another pair of the same type, but that pair came apart as well. It was just that one style of jeans I bought (regular stretch boot cut), though, that did it. The other pair I bought lasted me for a good year before wearing out.
The complaint has been investigated and resolved to the customer’s satisfaction.
I also bought a pair of the Diva jeans they have. after a month of wearing them i noticed a small tear right under my butt cheek after a while of wearing them it starting to tear to the point where i can t wear them anymore. i dont have the receipt, and i think i paid with my card (not sure) what can i do? i feel for the price i paid these jeans should last me at least a year! i have a pair of $20 jeans i got at Filenes bsmt that i have had for over a year and they are still going! any suggestions?
Did you ever take the pants back to the store and let them know what had happened? If Old Navy doesn't ever hear that an item is defective they can't fix it. I'm certain that they would have been happy to allow you to exchange the item for another pair of pants that wouldn't fall apart on you.
too friendly!!
I went in to my local Old Navy store... They greeted me right as I entered the door with "Welcome to Old Navy!" I smiled...continued...not two minutes later I was approached by an employee who asked if she could help me find anythnig. I said no, and turned away. She went on giving me her name and said to 'holler' at her if I needed any help. I then found...
Read full review of Old Navy and 16 commentsfraud and cheating!
I received a request of credit from Old Navy. I didn't ever apply for Credit from Old Navy. I think this needs to be investigated as someone is using my information to request credit. This seems to be credit fraud!
Read full review of Old Navy and 20 commentsOld Navy Reviews 0
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that is so weird that they do not honor price adjustments. I have purchased items online from oldnavy.com before and to my horror i go back online and their prices were marked down. Called customer service and they were happy to give the difference back to my credit card.
I've worked in retail before, and even though it wasn't advertised that we did price adjustments, we did provide a 2 week window of time frame to receive the adjustment, provided that you had the original receipt.