Old Navy Changes their return/exchange policy

[princesspwrhr]

One poster said that she made a purchase and then when it was not the price she thought it was she tried to return it and was denied - this simply would never happen. .

I think you may be referring to my post. It did happen and it did get fixed. What happened was this- I bought my oldest daughter mass ammounts of clothes using my ON CC and my stuff & save bag. The shorts & skirts did not fit. :-( So we went back to our local ON where we bought them, and they didn't have the next smaller size so we left. Ended up at another ON and they had the shorts in her size but not the skirts. So I went up to the counter to do an even exchange on the shorts, I've had to do this before, I have 3 girls, the youngest 2 in a double stroller so trying things on in the store is difficult, but usually things fit, but I do know how it's *supposed* to work. I told the cashier that I need to exchange the sizes. She says no problem, returns the two that are to big, these show up at the 20% off that I paid as expected, the she rings up the two new pair, these ring up at full price, she tells me to swipe my card for the difference to be applied. What? So I explain that I'm doing an even exchange I should not be paying anything more. She insists that since I'm returning I lose the discount and have to pay full price. Ask for manager, the employee explains things all backwards, you can clearly see that the shorts I am returning are the exact same color, style etc as the ones I am exchanging for. Manager insists I am wrong and must pay the difference in price. Dh and 3 girls are in the van and it's been almost 30 min by now. I am not in the mood to make a scene or argue and I know the phone #s are on the reciept and that I can get it fixed. I don't think the employee was on a power trip, I just think she was clueless on how to do an even exchange. She kept qouting policy that if I returned items and bought new that I would lose the discount. Well yeah, if I returned something and bought a totally different style or different item all together I would, but not on an even size exchange.

On the way home I pull out my handy dandy cell phone, call the original store and ask for the policy on even exchanges. I was correct, so I explain what happened. The store manager from the store I originally bought the merchandise at tells me to come in, bring the shorts and the reciept and they will fix it. So I go in, they scan my reciept, scan the shorts, do a price override and credit my card. All is well.

That's the only time in 8 years I've ever had a problem returning or exchanging anything at Old Navy. But I've also never purchased anything there that wasn't on my ON CC either so that could help.

 

[brendat22]

"Old Navy is far from the only store that puts a plain "SALE" sign over a rack, making it look like the entire rack is on sale when only a few items are on sale.

Another time I asked them to hold something for me for 24 hours (I was getting paid the next day), and they initially told me they could only hold it until store closing, and that they would only hold a few items for me. Incredulous, I asked for a manager, and then the policy changed. Luckily my mom was with me, she spoke up and held some of the items in her name. I could understand if I asked them to hold like fifty things, but this was just ordinary shopping - maybe 8 things total."

There is no such thing as a plain sign at Old Navy, every sign will say exactly what is on sale, people just don't notice. I used to have this problem all the time - people would only see the $$ amount and not notice that on top of the $$ it says (not in small letters either) Cargo Shorts!!! The only signs that do not list the exact item is the clearance area where there is a % off. I did signage for many years and I know this to be true. Also the policy has always been that we hold things until the end of the day - period. I used to hate it when as a sales associate we would tell customers the policy only to have customers like you call for a manager who would give in. I don't think policies should be changed for certain customers just because they throw a fit. Sorry but I worked there for many years and all Old Navy's follow the same policies - You shouldn't hurt the reputation of a store based on things that are not true.

 

[mommy*RN]

To the PP who said Toys R Us is changing their policy so you cannot return unless you have a receipt, does that include items off a registry???

My friend recently had her first baby 8 weeks early. He spent time in the NICU and she didn't have her shower until after he arrived. When she made out her registry at Target she put in the correct DOB since he was already born...when she went to return items from her baby shower (which was a few weeks after he was born)...Target refused to return the items stating the registry was "past due" because the due date was past. She was MAD! The comment she was given was "Well, ask for a receipt from the buyer." She thought that was crazy..."Oh Auntie Marge, thank you so much for the beautiful blankets...I just LOVE them...now can I have the receipt to return them???"

She got smart and had her sister start a registry with all the items she wanted to return on it and a due date in the future...it's free to start a registry...and they don't ask you for your ultrasound pics or a copy of your marriage license application...yet...

I'll have to see how it went...I haven't heard from her in a bit (her son is home now and healthy!).

Good luck with your returns!!!

 

[maxiesmom]

I also wasn't lying when I said I don't shop at that store branch any more, and rarely shop at ON now, or any other store that has lousy customer service. Simply put, when I encounter a business that goes out of their way to be helpful, I return to support that business. To me, that is good business practice.

From what I understand, you were getting good customer service. The sales person at ON did offer to hold items for you. As a fellow sales person, although in a different store, I know that we have rules we have to follow. A manager has a lot more leeway in what they can do than a regular sale associate. ON was not offering lousy customer service. You didn't like their policy, complained, and got your way. What is lousy to me is that our store's rules only apply to the customers that chose to abide by them. It has become well known in retail that if you make a scene you will more than likely get your way. I feel sorry for the associate you delt with. It is not fun to try to follow a company rule, only to have the manager come over, give the customer what they want, and make you look like an idiot in the process.

 

[DisneyMommyMichelle]

Never shopped there and never will. I cannot stand Old Navy, I think their stores feel like I'm in an airport hangar, everything is very basic, and the only thing they have differently than Wal-Mart clothes is "Old Navy" printed big on everything.

Soo true

 

[Disneyrsh]

We were shopping for a wedding gift at Sam's Club about 5 years ago and we bought an ice tea maker, sealed and new in the box. After we bought it at check out they CUT IT OPEN with a RAZOR to make sure we hadn't stashed something in the box along with the ice tea maker.

And this box was pristine, obviously factory sealed.

We were absolutely livid! You can't give a wedding gift in a box that's been sliced open and then clumsily retaped by the **&&%% clerk. We walked back to the 'customer service' desk and demanded our money back, only to be told the item was opened and they could only give us store credit!

We were apoplectic at that point and I practically screamed at him "BUT YOU MORONS WERE THE ONES THAT OPENED IT".

I'm surprised I didn't get arrested or pop a blood vessel.

We eventually got our money back and are now happy Costco members.

 

[disneysteve]

We were shopping for a wedding gift at Sam's Club about 5 years ago and we bought an ice tea maker, sealed and new in the box. After we bought it at check out they CUT IT OPEN with a RAZOR to make sure we hadn't stashed something in the box along with the ice tea maker.

Totally OT but this reminded me of a favorite wedding story. DW's cousin gave us a wrapped box. We unwrapped it and it was an electric iron. We thought that was a little odd but such is life. We wrote his thank you note thanking him for the iron.

Well, weeks later, we opened the box. No iron, of course. It was a very nice handmade pottery vase from one of the islands. We immediately called her cousin to apologize and thank him properly.

As for Sam's Club, that is ridiculous. There is no way I would let them open a box like that.

 

[snowwite]

I went to exchange a shirt my son got for his birthday from Old Navy. I did not have a receipt.

I went in and found the same shirt, only a different size. Brought it up to the register with my shirt and was told I could not exchange it.

I did not want a refund, just exchange it I explained to the cashier.

He told me that Old Navy had a new policy. They took my name and address and would mail me a voucher to come back, so I could then purchase the shirt.

Well, I got home and called 1 800 OLD NAVY and told them a thing or two about how I will tell relatives to no longer buy my children presents... etc. etc..

Well, they thanked me for my imput, told me they understand, but this was their new policy, which was being tried out. I told them that I hope they get a lot of calls with complaints. I said with the price of gas, who wants to have to go to the store to then drive home, wait a week for a voucher, hope the item is still there, and then go back.

They said they would send me $10 Old Navy Gift card for my trouble, and I got it in the mail yesterday. I am still mad, but at least they did something.

If you are not happy with this new policy and shop their often, I would give them a call and complain, they may just change their policy if it annoys their customers so much.

That stinks.I just placed an order last eve online.We shop online a lot and then return the stuff to store if it doesnt fit right.You cant make an exchange even if you have the item with you? That makes no sense.

 

[mickeyluv'r]

From what I understand, you were getting good customer service. The sales person at ON did offer to hold items for you. As a fellow sales person, although in a different store, I know that we have rules we have to follow. A manager has a lot more leeway in what they can do than a regular sale associate. ON was not offering lousy customer service. You didn't like their policy, complained, and got your way. What is lousy to me is that our store's rules only apply to the customers that chose to abide by them. It has become well known in retail that if you make a scene you will more than likely get your way. I feel sorry for the associate you delt with. It is not fun to try to follow a company rule, only to have the manager come over, give the customer what they want, and make you look like an idiot in the process.

Huh?
I guess we differ in our defintion of offer. (I'm paraphrasing here, but the conversation went something like this.) I asked if they could hold the items until tomorrow, and she said no. (Clearly they did have a policy of holding items, as there were items on hold behind her.) I said, "I don't understand, I've had items held at many stores for 24 hours, and it's never been a problem." She said, "We can't do that." I said, "I still don't understand your policy. Is there a reason why you can't hold these items?" That's not making a scene in my mind, but holding a discourse. She only answered that she couldn't hold the items. I think after that I asked for a manager, explained that I was unable to buy these items until the following day, and I may have told my mom around that point that it wasn't worth coming back if they wouldn't hold the items. I wasn't snippy, I just stated a fact. I think it would be rude to make my mom lose her vacation/visit time when I can get inexpensive t-shirts at a number of other stores that are closer to my house after her visit. We went there so she could shop, and I happened to find items for myself at the same time.
At that point, the same clerk changed her story, she still didn't tell me why they wouldn't hold the items, but she said in a snippy tone, "Well, I can only hold x number of items until 4pm tomorrow." That's when my mom said, "Well, I'll hold the other x items in my name." I maintain that the clerk gave me bad service. I found out the next day that some of the items went on sale. I can only guess, but I think that's why she didn't want to hold them.

I agree that it's not fun having a manager go over your head, and that many customers can be quite rude, but I don't feel I was being rude. I shopped at that store multiple times, and on multiple visits I encountered rude clerks at the same store, so I no longer shop there. If others feel they get great customer service, or that good service doesn't matter, then they will contine to shop there. I won't. I believe I have a civic, if not moral obligation to support businesses that offer superior customer service. Price is not the only factor I consider when I shop.

Actually, I was recently at another store where a clerk, all on her own, said I should put the items on hold. They would be going on sale the next day, but they also did price adjustments, so if I bought them, I could also come back and get the price adjusted. I had them held, came back and bought even more goods, giving the store more money. I considered that to be exceptional customer service, and I will shop there again.

 

[maxiesmom]

I have to agree with you, from what you say happened, the sales associate was not being helpful. I would think she maybe was new, but if I ran into rude associates multiple times, I would not return either. Thanks for clarifying what happened and not jumping down my throat.

 

[jessica52877]

Old navy is one of my least favorite places to shop, yet is a great deal for my son's clothes and they fit well. I have had several issues with signs up posting some sort of sale only to buy and see they weren't on sale. Show the associate and have the manager come and say, sorry it is only this style, even though sign states jeans $10-14.50 on sale for $9 or whatever and all on the same rack. I'll leave my entire purchase right there. That instance it was quite large and annoyed me because I took the time to try them ALL on my son, then 2! Not a fun task.

I immediately called and they offered up a $10 gift card, I told them to send it if they like, I was really mad and not going back (in fact I never have to that store) but I gave it to my mom, it wasn't good for old navy, only gap and then it didn't even work there. So what a waste!!! That makes me even more mad.

There is only one old navy I'll shop at DH takes every item to the register before I try it on my son if there is a sale sign to make sure it is that price! Last week the sign said overalls $6.50. I am still baffled at what overalls were that price, he took up about 6 pairs (this was more of a game) because there was nothing in site that would have been that price. It is annoying to shop there for that reason.

As far as returns I haven't had to return anything there luckily. I hate bad people (theives) that ruin it for us honest ones. I have a friend that got a free product from TRU and returned to Walmart for the $16 credit. To her walmart will sell it no matter what but some day walmarts return policy too will be ruined. Right now though it is FAR too lenient!

I am a big believer in saving receipts but since having my son for some reason it seems so much harder!! I tend to just keep the item. Oh and I often frequent garage sales, I am definately getting everyone else's unopened unused gifts they can't return. Great for me, bad for them.

 

[abbie13_15]

Also someone said that when they made a return Old Navy would not give them back the tax that was paid - this also would never happen - it is illegal!! The computer would automatically refund any tax that was paid.

How can you say that this can never happen, when i am telling you that it did. Maybe it is different from state to state?

 

[abbie13_15]

Also someone said that when they made a return Old Navy would not give them back the tax that was paid - this also would never happen - it is illegal!! The computer would automatically refund any tax that was paid. QUOTE]

How can you say that this can never happen, when i am telling you that it did. Maybe it is different from state to state?

 

[nbodyhome]

I can probably count on both hands the number of times I've ever returned something in my life (I'm 44). I could not tell you the return policy of any store I go to. I do keep receipts just in case, but I don't buy something unless I know I'm going to want it. And as for gifts, even if I don't really like them, I keep them.

I return very rarely - a few times in the past year to Target, when I bought clothes that didn't fit (I brought them back right away). No problem. I'd saved the receipts and brought them back unworn, right away. Also at BJ's over Christmas, a couple of shirts. No problem there either.

I should really try things on when I can (though I can't at the warehouse clubs).

Otherwise, I couldn't tell you the return policies either of any stores. I am not a big shopper, I did buy a couple of shirts from Old Navy last year that I like. I wouldn't have a problem with their return policy. And if someone gives me a shirt or something that is too big, too small, etc., then some lucky person at Goodwill gets it. If I was a shopper at Old Navy, the new rules would be just fine.

 

[jessica52877]

The rightful thing that stores are to do is to look at the tax amount and change it if it is different from where they are returning, as in different than what they paid. That would only happen if you paid in one county at an old navy and returned to a different one in a different county. I do know all return clerks don't look at this (or don't know how to do it) but that is the way clerks are taught and I would have to assume (assuming only) that that is the law. Otherwise it is like stealing, the gov't from us. I think anything that happened with the tax was not on purpose but just a mistake.

 

[maxiesmom]

At least at the store I work at, the computer alerts us when the tax rate is different. With the upgrades to our computers, there is very little we have to enter manually, giving the associate very little chance to steal or mess up.
When most people claim they were shorted on a refund it is because of a percent off they recived or a coupon they used that they are forgetting to subtract. If you believe you received less back than you were owed you need to go back and talk to the manager. If an associate is truly shorting people they would want to know!

 

[madge]

That stinks.I just placed an order last eve online.We shop online a lot and then return the stuff to store if it doesnt fit right.You cant make an exchange even if you have the item with you? That makes no sense.

I made a return at Old Navy on Monday-- I did not have the receipt and expected to be told that they'd mail me a merch. voucher. I was pleasantly surprised when the clerk told me they could use my Visa to do a receipt lookup, a la Target, and I no trouble making an exchange

 

[brendat22]

QUOTE=brendat22]Also someone said that when they made a return Old Navy would not give them back the tax that was paid - this also would never happen - it is illegal!! The computer would automatically refund any tax that was paid. QUOTE]

How can you say that this can never happen, when i am telling you that it did. Maybe it is different from state to state?

Abbie 13_15: I don't mean to offend you - that is not my intention at all. The reason I said it could not happen is because Old Navy had problems with this problem when they had there old registers. Employees had to manually input the state code and hit the "tax" button everytime we rang up something taxable. (this was done because in some states, MN for one, clothes are not taxable but notebooks, jewelry, etc... is). This would cause problems when we had returns from out of state and sales associates would not pay attention to the state the original purchase was from and just assume no tax was paid. Old Navy actually had to pay a huge penalty to the government because some sales associates were not charging tax on things like purses/notebooks/jewelry/etc... This caused Old Navy to get new registers nationwide that are much more up to date and automatically take care of tax - so there is no more operator error! When a return is done it automatically returns tax paid - it is all computerized. We never had that problem again - unless your return was about 4 years ago I don't know how this could have happened? Please don't take offense - I worked there for 9 years and am pretty knowledgeable on this subject. I know that some sales associates can be rude - and I'm sorry if that happened to anyone - but Old Navy as a company is very Customer Service oriented.

 

[babywewe]

I did not want a refund, just exchange it I explained to the cashier.

Since you just wanted a size exhange I would have asked to speak with a MNG!
A size exchange is diffrent from a full out exchange and a MNG would have been able to pull a string or two to make that happen.

I understand their new policy. I work in retail and I KNOW return policys are ABUSED. You can expect to see more and more stores having this sort of return policy.

This return policy is most useful to stores such as Toys R us because millions of people return toys back to them that might have been purchased someplace else such as walmart, kmart, target, amazon. This also holds true for books stores like Barnes and Noble. They will take a book back with out a receipt but only for exchange, otherwise the store credit is mailed to you. Just like Toys R Us, B&N sells millions of books returned to them from other retailers as mentioned above. If everyone buys books and toys from places like walmart, kmart, target, amazon and then returns them to a specialty it hurts the specialty stores.
WHY? Because you are buying something (supporting) walmart, target, amazon....etc.... and you are not supporting that specialty store. So when you finally really want something from that specialty store that walmart and the like can not offer you they will be gone.

 

[Rebeccapaige!]

I think the biggest lesson in all of this is GIFT receipts!! Gift givers need to include them, for anything! I also didn't realize Target took even two things back. dd got a pair of pants for christmas from there and they were so baggy on her they looked bad, I just sold them for $2 at a garage sale, would have been nice to have been able to get something else. that is good to know! I think like most of us here, most of our non receipt returns come from the holidays. I accept these policies, and like to be informed on them, I do like when a store gives a teeny bit of room for error, with allowing 2-3 per year without a receipt, mostly due to gifts I find that fair. I am glad i've been able to read about store policies here it is important to be informed, I do know if I shop at target I'm very careful about receipts lol so in a way that policy does kind of work for them.
Becky