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    Old Navy

2018 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Reviews.io
4.9 / 5
Corporate Values

Overview

Old Navy has a consumer rating of 3.42 stars from 617 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Old Navy most frequently mention good quality, free shipping and great place.Old Navy ranks 8th among Discount Clothing sites.

  • Quality
    45
Positive reviews (last 12 months): 25.4%
Positive
15
Neutral
1
Negative
43
View ratings trends
59
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What reviewers want you to know

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Critical highlights

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How would you rate Old Navy?
Top Positive Review

“A Favorite of Mine”

Carla N.
6/24/21

I've shopped Old Navy's website quite a few times, and my experiences have been good. They offer stylish, on-trend pieces that are not too "put-there" for a 57-year-old woman to wear with dignity. I especially like the fact that they offer a good selection of 100% cotton, which can be hard to find. For good quality casual clothes at affordable prices, Old Navy is a great place to shop.

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Top Critical Review

“Shipping way too slow!”

Dana T.
5/14/21

Order 3 weeks ago, still say 4 more days until delivery. I have never seen such slow shipping! This is not a store or wearhouse issue, it's a shipping contract choice! I'll never buy from them again! People don't want to wait this long when other stores get you your item in less than a week. Not to mention items when on sale since I purchased. Ridiculous Old Navy!

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Reviews (617)

Rating

Timeframe

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Reviews that mention popular keywords

customer service (71)
danat184
1 review
6 helpful votes
May 14th, 2021

Order 3 weeks ago, still say 4 more days until delivery. I have never seen such slow shipping! This is not a store or wearhouse issue, it's a shipping contract choice! I'll never buy from them again! People don't want to wait this long when other stores get you your item in less than a week. Not to mention items when on sale since I purchased. Ridiculous Old Navy!

Tip for consumers:
Don’t order if you need your items quickly

Value
Shipping
Returns
Quality
kylas21
1 review
22 helpful votes
May 9th, 2020

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.

carries254
1 review
5 helpful votes
September 25th, 2020

Why do my garments keep coming to me with alarm tags still on?! This is so infuriating! If I wanted to go to the store I would have done so in the first place! Not to mention it takes WAY TOO LONG for Old Navy to ship online purchases. I will not order from them online again!

wendys579
1 review
5 helpful votes
November 9th, 2020

I purchased an item on sale online and went the store to pick it up. They said they no longer had the color I bought. I said that was fine, I'd pick another color instead (all the colors were on sale at the time.) They said they would have to charge me full price because it was no longer on sale or I could get my money back. What?! Any other store wouldn't do this. Terrible customer service! I won't be shopping at Old Navy again.

josieh58
1 review
0 helpful votes
November 9th, 2021
Verified purchase

Even if you have a damaged item upon arrival, they give you two options:
1. Drive to a store with your item (in my case the nearest store is 73 miles away), so it's a no-go.

2. Contact customer service where they'll tell you to purchase the same item and they won't credit your account until you send back the old item (I hope you have a printer to print the shipping label) then you have to contact them again to let them know that they have to credit your account.

Oh yeah, and you have to create your own shipping label after you locate the item number. All while trying to work around the language barrier of the customer service representative (who is equally as frustrated and likely very underpaid). It's definitely not a fun time…

Don't even get me started on their Supercash scam where they require you to spend X amount before you can redeem.

Long story short—— old navy sucks

tw636
1 review
3 helpful votes
June 22nd, 2020

I placed an online order containing 11 items over a month ago and of those items, only 2 arrived. 9 items were shipped with no ups update since the 19th of May. Ofcourse I attempted to file a claim with ups and wasn't able to do so because the "sender wouldn't allow" it. I've sent numerous emails and made countless phone calls to old navy's customer service and to no avail. I'm disgusted with them and will not purchase any thing from them again.

shanep373
12 reviews
2 helpful votes
March 23rd, 2022

I have been a loyal customer for years but after this last experience I will NEVER order from them again! It took 19 days after they received the return item to even acknowledge processing and it said it could take 15 days to receive refund... only to get a notice on day 19 that it can take 1 to 2 BILLING cycles (2 months) to get put back on our credit card! Absolute crap service! Never ever again..

Tip for consumers:
I called several time to no avail. I will NEVER buy from them again due to the customer service.

Service
Value
Shipping
Quality
carlan63
1 review
1 helpful vote
June 24th, 2021

I've shopped Old Navy's website quite a few times, and my experiences have been good.
They offer stylish, on-trend pieces that are not too "put-there" for a 57-year-old woman to wear with dignity.
I especially like the fact that they offer a good selection of 100% cotton, which can be hard to find.
For good quality casual clothes at affordable prices, Old Navy is a great place to shop.

Products used:
t-shirts

Value
Shipping
Quality
phang
3 reviews
7 helpful votes
June 11th, 2020

I purchased 3 items on 4/8/20, returned two on 5/11/20 and still have not received a refund. Despite multiple attempts, the 800 number simply put me on hold for over an hour and then hang up. The online chat feature always gives the message "Sorry, no agents are available. Please try again at a later time!" Today is 6/11/20 and it is already a month and I still can not reach a live customer service representative. Old Navy needs to step up their customer service department and refund my money back. Lack of customer service is not acceptable customer service.

jenniferl2364
1 review
0 helpful votes
February 4th, 2022

Watch for sneaky shipping charges. Emails and home pages say you will get free shipping if you purchase more than $50... but even if you are over $50... a shipping charge will still appear on your invoice unless you read the small print and know that there is a special box to check for shipping. NOWHERE on the email and only in the fine print on the website will you find this information. Moreover if you use apple pay to check out, there is no option to check that box EVEN if you knew about it. Not away to get repeat customers, and certainly not a way to make your customers feel valued.

Tip for consumers:
Let Old Navy know that that hidden shipping charges are unacceptable

Products used:
ordered over $100 online

Shipping
heatherc555
1 review
4 helpful votes
November 18th, 2020

What a horrible experience. The shopping itself was fine, however I had google for insulated pants in stress and a hurry I made a mistake that's on me, however I then called them right after placing the order and they had to put in a request to cancel my order which if they approved then I would get an email in two days, if not then I had to wait a week then try for a refund. Mind you it says in email they will not take any money from you until your items ship beware they take it immediately the second you hit that order button. I'll stick with I store shopping if I ever go to an old navy or mall area. Too much of a hassle. And to not even know if I can get my own money back wow!

Tip for consumers:
Free shipping if you spend a minimum of $50 that is for no rush shipping or 5-7 business days. $7 for flat rate.

Service
Value
Shipping
Returns
Quality
taylord162
1 review
4 helpful votes
December 15th, 2020

I have always ordered from Old Navy and love their clothes. The past few weeks I have ordered over $500 worth of clothes, mostly including jeans and sweaters for work. Unfortunately none of my packages arrived like they said they would and when I contacted customer service all they said was that my packages got lost so I need to repurchase all of my items. This is absolutely ridiculous and a lot of money spent on clothes to "be lost." I will not be purchasing from Old Navy anymore and terrible customer service.

franke490
3 reviews
0 helpful votes
April 1st, 2022

I walked into Old Navy last week after living a year nearby. I thought their shops catered mainly to the younger crowd. Boy was I wrong. I am 48 years old and I was impressed the instant I walked in. Their customer service was on point and friendly, the clothes were stylishly casual even for someone my age, and most of all their prices just can't be beat compared to their competitors. They have surprisingly good quality items for bargain prices.

Tip for consumers:
I will absolutely buy again at Old Navy.

Products used:
old navy

Service
Value
Quality
janes171
190 reviews
365 helpful votes
June 12th, 2021

I called to ask when they would have an item back in stock.The rep said they had no clue.Are you kidding me? So a billion dollar company has no clue about their inventory? I'm not biting that bait. What company has no clue about running their own business? Who doesn't know about their own inventory and when it's coming or going? Any company that literally chooses to act helpless will lose sales to the company that wants to not stand in their own way of profit.

Tip for consumers:
Buy from companies that care about their own company and customers satisfaction.

Products used:
I will use companies that are not clueless and don't have their head up their you-know-what.

Service
Value
janeb1055
3 reviews
4 helpful votes
January 11th, 2022

I am addicted to their simple 100% cotton items.
They're reasonably priced, and the quality is usually excellent.
Old Navy ships relatively fast, and have always had decent customer service.
This year, it's a bit difficult to get through to customer service, but
I will cut them slack because we are in strange times.

Service
Value
Shipping
Returns
Quality
andrewj514
1 review
5 helpful votes
December 15th, 2020

I ordered one item for my wife on Black Friday, Nov. 26th, 2020. Supposedly it was shipped the following day. It's now December 15th, and I still have not received it. After many phone calls they are telling me that my money will be refunded (let's hope so), and that the order was cancelled. How can any company operate this way? Surprised that they're still in business! I'll never attempt to buy anything from Old Navy again.

vanessae58
1 review
8 helpful votes
May 12th, 2020

I put in an order 23 days ago and the money was taken from my account, but the items still have not shipped! I have tried to get a hold of customer service via telephone, email, and through customer feedback to no avail. I'm stressed out bc I need either the clothes I purchased for my son or the money back asap. It's been a terrible experience!

deborahb1444
1 review
1 helpful vote
June 5th, 2021

I like the general quality of the clothing and this is the only reason I continue to shop with Old Navy. The APP is exasperating! Customer service, the same. Shipping is extraordinarily slow. 3 day shipping is actually more like 10 days to 2 weeks! Dobt bother paying for expedited shipping! You'd be better off dumping your money down the toilet! Try calling for help? LOL! You'll hold forever, get disconnected and nothing gets resolved. You're not able 5o view the Customer reviews either! What's going on Old Navy?

janiem71
1 review
2 helpful votes
February 28th, 2021

I ask her about my rewards and my points. She then ask me if I enter my number. I told her she never told me that. Then she try to play ig off saying it got my points. I know it didn't. Ned to retrain ur staffs. Not happy at all. I'm a very loyalty customer too.

gracel340
1 review
0 helpful votes
March 18th, 2022

Be careful with old navy. I've raved about their yoga wear in the past, but will be careful going forward.

They'll tell you your billing doesn't match your shipping even if you know it has to. I'll be paying out of pocket for two items that didn't make it, even though everything else arrived? They hung up on me, and asked me to fill out a survey for them…like really?

Tip for consumers:
Be careful when choosing items. Make sure your accounts are up to date.

Products used:
Clothes

Service
Value
Shipping
Returns
Quality
kater176
4 reviews
23 helpful votes
March 18th, 2020

A really nice place to shop! I have bought many things from them and they all are of good quality and stylish.

tinah379
1 review
4 helpful votes
June 12th, 2020

I placed an order on 4/17/20. Returned the items, and the items were received 5/9/20. I called customer service and was told that Returns take 30 days once they received it. Today is 6/12/20. No refund. That's over 30 days. Tried calling customer service again, unable to get through. I called my bank and they gave me my money back. Do not expect to get a refund if you return items by mail. And shipping takes 3 weeks to receive your order. Horrible service!

pattis245
2 reviews
5 helpful votes
December 26th, 2020
Verified purchase

Purchased a much needed winter coat that said 5-7 shipping days. Meanwhile, 3 weeks later and it's still not here. She credited my shipping yay. And I closed my credit card account with them. Poor customer service.

lindal85
7 reviews
15 helpful votes
December 8th, 2020

I returned some items over a month ago. I have called several times and I get a different answer each time I call. Now I have to wait for an email to tell mw why my refund is so late. Ridiculous. I order everything on line and have made many returns to all kinds of stores. Including many clothing stores. I have never had so much trouble getting my own money back. Good thing I kept all my shipping and return information because they act like they don't know. Worst customer service!

elisabethh42
4 reviews
6 helpful votes
July 11th, 2020

Kids clothes are affordable good quality and last a long time. I often shop oldnavy as its easy safe, and good customer service overall.

Q&A (3)

Answer:

Extremely hard! After being on hold for over an hour on two different occasions, I'd rate their availability at a -7. They have a chat option that is makes unavailable.

By Anna C.
See more answers (7)
Answer:

Customer service very hard to reach them, now I just made call he hang up the call name by Joe, John something

By Zunerah J.
See more answers (3)
Answer:

Not accurate tracking, showing different not comes on time

By Zunerah J.
See more answers (2)

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About the business

Shop womens, mens, maternity, kids & baby clothes at Gap online and find the perfect pair of jeans, t-shirts, dresses and more for the whole family.

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