The website is a nightmare. SLOW. The screens move around on their own and flash to different screens making it difficult if not impossible to use. No customer should need to endure this and need that much patience to order. The cart removes items that sell out but does not notify the buyer in any way. Things are in your cart and then they are gone with no notice, just deleted.
The shipping is ridiculous. Slow. Items are shipped from different places, store stock perhaps, so it is very hard to track if and when your items arrive and if the order is complete. I placed an order which took hours to place and I had to take a break between browsing sessions because the site is so frustrating to use. I actually had to place two orders because thing in the cart disappeared so I had to try to remember what they were and go back to try for different sizes or alternatives. 22 days after my order was placed I got two emails telling me that 39 individual items that I bought were not able to be shipped. Yeah, 39 things I bought are not ever coming. I heard nothing for 22 days! But don't worry they gave me a 10% off coupon for next time. I have ordered tons of stuff online since the shelter-in-place order and none have been late, or canceled. Amazon has been slow running a few days to a week slower than normal, but old Navy has really taken it to the next level. The Clothes are okay for the money usually but it is not worth the tax on your life force! Save yourself the aggravation and shop anywhere else.

I ordered 6 masks on May 8th, after I saw an article about them selling masks. I told all my friends and family in every state about the sale, and days later, they all ordered masks as well. It is now a month later, and of the 5 people I told about it, I am the only one not to have received my order yet. So, thinking there is a problem, I try calling customer service. I was on hold for 2 whole hours before I got a person, and when I told her my problem, she told me I was wrong, and that all orders are filled in the order they were made, and so my family could NOT get their orders before I get mine. Being a home health care worker, I desperately NEED these masks, but no pity to be found with old navy's so-called "customer service". I was told to wait, and also she said I should have known the masks were on backorder, so it's my own fault. I will NEVER give this company another dime! No company has ever made me feel LESS valued as a customer! Go elsewhere to find decency and human kindness!

I'm writing this review while STILL on hold with Old Navy customer service. Chat option is not even available online, and I have been on hold for 1:22:50 and counting. My order shipped and was missing a product (even though the packing slip showed it included). Not only am I on hold forever to correct this, but the hold music is a horrifying loop of 3 second clips of alternating songs and static. Songs from the 60s - present time, jumping every 3 seconds I was just listening to Pink and Elvis with some other unrecognizable songs thrown in. WTH IS THIS?!?!? I just want the items i paid for! I will NEVER order or buy from Old Navy again. I will make sure that I tell EVERYONE I know about this experience, and I'm going to post it on all of my social media accounts. This is the most obvious demonstration of how little they value their customers I have ever seen.

I have always enjoyed the jeans from The Gap and Old Navy because I am bottom heavy these jeans fit me better than other brands but I am so pissed off right now about the timeframe of my order. I placed an order on 4/22/2020 and today is 5/24/2020 and my stuff is still in freaking transit. I have received 4 delivery dates. I do understand that we are under a crisis but this is freakin ridiculous, yes I expect there to be a delay but I mean at this point you guys are very inconsiderate. STOP OFFERING A DELIVERY SERVICE ON YOUR WEBSITE! Especially if you are going to treat customers like this, because I have placed orders with other companies and I have received my orders within a weeks time some of them 2 weeks time. How can a large company like Old Navy not be able to fulfill an order? I will wait for this order (that once again was supposed to be delivered by 5/23/2020 by the way), but after this I will never shop with you guys ever again. I will find another brand of jeans. This is terrible Customer Service!

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

I ordered clothes from Old Navy April 23 and still haven't received my items. After waiting an hour on hold to speak to someone, they claim that UPS lost my package. So they offered a refund, because these items are sold out. The refund will take 10 business days. Also I ordered leggings from them last month. They sent me the wrong ones. So I returned them and they said they will send me the correct ones. Guess what? Again they sent the wrong item, so I returned them again. I returned the items 3 weeks ago. They claim it takes 30 days from when they receive my return for me to get the refund. I'm now out of pocket so much money because of their ridiculous policies. I spoke to two different supervisors and they are all telling me different things. The first supervisor said I'd have my money back by now, but today they're saying 30 days from when they receive the return. I've ordered from many companies online and have never had problems before. Their customer service is horrible. I just want my money back for their mistake!

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.

I placed an order on April 16,2020. It said I would receive it in 5 to 8 business days. I know it will take a little longer because of Covid. It is now March 9 my order has not been processed. I cannot contact anybody on their chat or their phone number. I messaged them through Facebook and got generic responses. The last one said they have no shipping date and I have no idea when it will be shipped. I just want my order. And possibly honesty from Old Navy.

Old Navy made myself and my family look like crooks. A few weeks after Christmas I took in a bag of clothes my mom got me and attempted to exchange them for the right size/ different items. They scanned all my items and after said, "whoops we can't accept these." I told them I just wanted to exchange them and get store credit to find something different. They stated without a receipt you have to call this number and see why they won't allow you to return items here. I tried this. And was a 2-4 week process.
I then reached out to my parents who bought the presents and asked them to simply return. They attempted to return these items with the ID of the person who bought them and the credit card which purchased them and they were given the same run around.
My father finally got a hold of someone to find out why they won't do store credit or trade ins... they were told they do not accept returns without a receipt... period!
They made me look like some junky crook, they made my mother and father look like crooks. And their policy is ridiculous.
My family and friends have been notified and never will buy from them!

I purchased a couple items that I needed for a specific date, so I paid for expedited shipping so I could have these items a couple days before my event.
Well on the day I was supposed to receive my package, I checked my email and it said that the package was going to arrive 3 days after the day I was supposed to get it! And of course a day after my event! I called cs and she just said she doesn't control shipping and theres nothing she could do other than refund me for the shipping I paid. They shouldn't offer expedited shipping if they cant ship stuff on time!

This was my second time attempting to order from Old Navy online. The first time, I guess they decided to just not even ship it, no confirmation email or anything. Never received ANYTHING in the mail. Trying to give them another chance, I ordered again and realized that my phone had my previous address as the default address, shouldn't have been an issue however, when trying to check online for the order it says order can not be found. So I decided to call, the customer service rep had no issue getting the order pulled up. When asked if I could change the address, she said they are unable to make any changes to an order but she could put in a cancellation request... Okay, well then lets get it cancelled right, and reordered? Nope they shipped the order out and I have had to jump through hoops to try to get this resolved, in the mean time, I still have not received a single email confirmation, shipment confirmation, or cancellation. I have called Old Navy 3 times, UPS, and USPS, it looks like no one is able to assist me with this issue. My hope is that the package is going to have to be picked up at the post office, if not I guess I will have to look for more telephone numbers in which I can try to get a refund. But I WILL NEVER ORDER FROM OLD NAVY ONLINE AGAIN!