I placed my order last night for the cyber monday deal. When checking out with Paypal, Old Navy automatically assumed that my billing address was the same as my shipping address. They are now shipping my package to my billing address, which is totally wrong. Their customer service had just closed down at 10pm PST, and I place my order at 10:20pm. When attempting to "self service" my order through the online dashboard, the "update address" functionality was totally missing.

After speaking with support I've clarified a few things, and am now of the belief that management is running a circus behind the scenes. I have a few suggestions to their team, if they are watching:

• Please consider extending the hours of customer support on such a busy sales day (cyber monday)
• Please do not disable customer "self service" in an attempt to "process orders faster" (this is what I was told by the customer support rep the day after)
• Please do not assume that the billing address on a paypal transaction is equal to the shipping address.
• Please revise your agreement with shipping partners to allow parcels to be diverted mid transit. Most online shippers provide this option.
• Please hire/maintain better customer support reps. The ones I spoke to sounded sad and tired.

Overall, this experience has unnecessarily damaged my outlook on online shopping. I will NOT be shopping at Old Navy again!

I placed an order for the (1) Sherpa-LinedSherpa-Lined Hooded Puffer Jacket for Girls and (2) Gender-Neutral Water-Resistance Snow Pants for kids on November 19th and both items were in stock and the money was taken off my card with an estimated arrival time of 3-5 business days. In November 20 I received an email that both items had shipped. Today, November 28th I received an email that both my items have arrived. When I opened the package only the snow pants were in the package. I called customer service and they told me they would ship the coat then came back and said the item was out of stock.
So the item was in stock and available when I placed my order and they took the money off my card but when it was finally shipped the coat was out of stock but I was lead to believe both items were in there way and that both items had arrived today.
Old Navy seems to think refunding me my money is the answer to the problem. This is totally unacceptable to advise a customer an item is available, allow you to place an order, take the money off your card then FINALLY 9 days later when the package arrives and you're advised both items have arrived when in fact only one arrives because the other was either never in stock or they sold it to someone else after they already changed my card for it I will never buy (online or in store) from here again. I have filed a complaint with the BBB, I'm calling Corporate tomorrow morning and I'll be sure to blast them on Facebook

OMG, that woman is a hag, blah blah blah. REALLY? Can't play the piano and really, here's something for the deer. You need a new spokesperson. Give mE the job and I'll charge you half of what you paid that no talent HAG. Sorry, not sorry. JMO

Made my first order with them three weeks back and the order status has been "awaiting carrier pick up" since. I couldn't get any further information on an ETA and some of the items were time-sensitive so I contacted customer support to enquire. Well they offered NO support to get the package to me and instead just said they've canceled it and I'll get the refund soon. No apology even, and when I replied asking if they could do anything else they closed the chat. I will not be supporting this company ever again, terrible service and a waste of time.

Poor customer service. We had ordered some products, but we received completely wrong items in the order. Returned and wanted to order again. Customer rep #1 promised an additional discount for our inconvenience in previous order. When we placed the order via call, customer rep #2 claimed the order was placed with additional discount but the order was never actually placed and we never got the order confirmation email. When we tried calling again to place the customer rep #3 said there was no order at all and would not provide discount for original returned order. Then we thought fine, can we at least get original order at same price. We were told we would have to actually pay more now because prices had gone up.
Got the run around from multiple customer reps and in the end it was all pointless. We decided to give up and just go with some other retailer instead. This is the last time I will do business with Old Navy. Massive waste of time.

Spoke to 6 people. 2 told me I could get a temporary card number and the other 4 told me it was not something they could do. I even spoke to a manager. Customer line was loud, hard to understand, and clearly they were not on the same page! Don't call them!

I bought some item and was sick unable to return and since they are not close a month went by and I went to return and was told I couldn't. I was always purchasing stuff but now I will not. Angree customer.

I wish I could give them no stars but that's not possible. Old Navy cancelled my order then when I called to reorder the same thing they said they can only ship it to my house and not a ups pick up location... my package then tries to be delivered and says it cant because the representative (without telling me) had it sent to a surepost. I called old navy explaining to them that I need to know where my package is because I was never given an address. They proceeded to tell me there's nothing they can do. Even though they are the shipper they wont contact UPS to see where this package is and as an inconvenience offered me "10% off" which you can get a better deal if you go on the website or walk in the store... they were completely unhelpful and did not have any compassion for the package they messed up twice.

I have been a longstanding Old Navy shopper since I as 12 years old. I have always been plus size, so it has been my go to retail store. I basically should be an ambassador at this point. I recently purchased 2 shackets that were 2xl Tall. Since Old Navy has changed their sizing, I wasn't sure how it would fit. Well they were way too big. So I bought 2 more of smaller sizing, and these work better.

I went to return, and it said that I was too late. Looking at the retun policy, it says that I only have 30 days from purchasing. Well I didn't recieve the package until 11 days later after ordering. This is extremely frustrating, as I cannot do anything about how long it takes to ship. I asked for an exception, as i have been buying from Old Navy for 20 years. I asked for the Manager approval, and they couldnt' do anything.

This policy is extremely unfair, and should be clearly stated on the website. As consumers, we should have 30 days from receiving the package. Not 30 days from purchasing.

I am extremely frustated with the direction Old Navy is going. Plus! Changing the sizing, has made the XXL sizes I buy to always be sold out now. I was always able to find XXL black leggings. Now they are always sold out, do to the sizing change, as it seems they have way less stock than before.

Not happy.

Old navy has to have the worst online service I have ever dealt with. Their is no access to your own account number on anything they send you so you are just supposed to know you account is your credit card number. They offer no way to pay bills from their web site and send you to another website to pay your bills. The second website keeps throwing security questions and the only to places I can send to authenticate that I'm actually me is my wife's phone and my email address (that I already have to enter the app from to find the bills I have do).

I place many orders with old navy. I purchased a larger order and had 2 pair of pants that didn't fit my son. I purchased on 9/30/22 and tried returning 10/31/22. Did not receive my order for a week after purchase and they said they could not return items because it had been past the 30 days. I had the item in my possession for only three weeks which is less than 30 days. My reason for not being able to return them sooner was because my entire family had gotten sick and I havent been able to get out. Really disappointed in their service and willing to help customers. I will not support businesses who aren't willing to give good customer service

Großartig, schnell und ehrlich. Reibungslose Kommunikation und rasche Lieferung. Sehr zu empfehlen. Erstaunliche Kundenerfahrung und sehr schneller Service.

Why is it that 95% of their ads are now African American people? Is this the audience that you're now trying to attract for your clothing line? I just received an old navy ad and just on the front page there were 27 African Americans and 6 whites 2 of which were standing with African Americans…. I definitely won't be purchasing clothing from here anymore nor will my family and friends after seeing the message I sent them. This is a shame. They destroy our monuments and our towns full of small business owners that lost everything because of them and the whole world decides to let them do what they want now even taking over our advertising? What is this world coming to?

I bought a sweater and matching tank in August and didn't wear them until yesterday as that's when temps dropped in NY. When I got to work I realized how incredibly pilled it was…contacted Customer Service-there is a 30 day return policy but said they would evaluate it and then determine if it was truly damaged. I explained I also wanted to return the tank as well as without the sweater I had no use for it. The agent kept typing there is a 30 day return policy over and over and over again. There was no reason to open the items in August when it was 90 degrees… and only opened it when it dropped to 50 degrees.

As they were so totally inflexible, I am going to cancel my old navy & gap credit cards- on which I have spent $100s and $100s of dollars and explained that to the agent. Clearly my business isn't valuable at all - typical of big companies these days… will now only shop locally. Good customer service Old Navy.

I placed orders weeks ago. Old navy cancelled several items because they took so long to ship them that they said they were sold out. I received a few items here and there and still have not received all my items! Seriously dont waste your time its so aggravating to deal with their customer service who only offer lame excuses. I will Definitely Shop elsewhere from now on!

I returned items and was due a refund to my PayPal account. The refund never arrived and I have been lied to for the past 45 days.

Got these for my daughter. They are truly very soft and the colors are pretty vibrant.my daughter loves them.go very nicely with undershirt and Leggings from old navy.

Je suis très déçue et je trouve que le service après vente est très décevant sur le site il est écrit politique de retour 60 jours et quand j'ai essayé de retourner mes items, le site a refusé car le délai de 30 jours était dépassé. La personne au service par chat m'a dit que la politique avait changé en mai et pourtant en septembre sur le site ca disait toujours 60 jours. Elle m'a écrit qu'elle était désolé mais que je devais comprendre. Inacceptable!

Old navy won't honor online prices in store… most stores do as a way to satisfy customers. They want you to order everything online and return the other items but who waits 12, 13, 14 days to wear their outfits specially kids outfits for school. It would be so much easier to just do as other stores do and be better at customer service and honor those loyal customers. I found first hand today, I usually buy online only and it was the worst experience in person at old navy! The guy at 881 W Montauk Hwy
West Babylon, NY ******* so rude. Never again!

I ordered a pair of jeans online from oldnavy.com. They were on sale and they arrived quickly. When I tried them on I realized they were too long and I should've ordered the petite length. When I went back to the app to return and request a refund, there was not an option to return it to the store. In hindsight I should've taken it to the store anyway and they probably would have taken them and requested my refund. However I followed their instructions, and returned them via UPS. I got a notice a few days later that the jeans had been received. I called customer service and asked when I could expect my refund. The rep told me 19 business days from the time I dropped it off at UPS! That ends up being four weeks! I wanted to order a different size while they were still on sale but I wanted to wait until my account was refunded. From now on I will stick to Amazon for clothing orders, they are so much faster in shipping, easy returns and quick refunds.