Old Navy Changes their return/exchange policy

[MCazer]

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.

 

[LisaNJ25]

Yikes! That is bad.

Things are going to get interesting next month at Toys R Us. Starting June 12 no returns witout a receipt. So if your gift buyer does not give you the gift receipt your SOL.

 

[Kahana-ri]

Yikes! That is bad.

Things are going to get interesting next month at Toys R Us. Starting June 12 no returns witout a receipt. So if your gift buyer does not give you the gift receipt your SOL.

Uh-oh! Better return DS' toy that we received double for on his birthday. I have had it in the back of my truck since April and still have yet to take it back to Toys R Us.

As far as Old Navy, they have always been difficult to do returns/exchanges. I can't believe they are going try to make even more changes. Sorry to hear about your experience.

 

[Rebeccapaige!]

oh I hate when companies do that. I don't even care if they give lowest sale price you know as long as you get something back. and even exchanges that's the most annoying yet, its like target, you know and they know its THEIR brand, what's the big deal if you get a diff. size. sorry to hear of your troubles. I rarely shop at target cuz of their policy, and I guess i'll add old navy to the list. thanks so much for the heads up. I am getting much better at saving receipts.
Becky

 

[CarolA]

Companies do this because people steal..

I used to work retail and we would NOT accept a return without a receipt under any conditions. You would be amazed how many people shoplift and then would like to exchange thier stolen bounty for the "right size" or better yet get CASH for it. In the end, that costs you money so a strict return policy is actually in your best interest.

 

[Miandrea]

I've stopped shopping at Old Navy a few years back because of their return policy (I think a manager was on a power trip - I had a basketfull of items - easily $300 just before Christmas, December 1 - and he told me I could only return items within 15 days of purchase so I couldn't return the items after Christmas - the policy was clearly stated on signs at this location). I will pay the extra to shop at a place with a no hassle return policy.

 

[java]

One time I bought a car seat from Toys R Us- box seemed to be sealed so thought nothing of it. Got it home opened it up and there was a lolllipop stuck to the seat that had obviously been used for quite a while and returned!!!! So I brought it back and complained- got a new one and opened it right there in the middle of the store. So I think they need to have a receipt policy. And all the stores offer gift receipts now. I always include that with a gift to make returning easier.

 

[MyZoeJane]

Companies do this because people steal..

I used to work retail and we would NOT accept a return without a receipt under any conditions. You would be amazed how many people shoplift and then would like to exchange thier stolen bounty for the "right size" or better yet get CASH for it. In the end, that costs you money so a strict return policy is actually in your best interest.

Proof that shoplifters really ARE idiots! Duh! If they're going to shoplift, why not just shoplift what they want IN THE RIGHT SIZE TO BEGIN WITH???




Seriously, how does Old Navy lose out if someone wants to make AN EVEN EXCHANGE??? A shirt in a size L has the same value as a shirt in a size XL, doesn't it? I can completely see the need for a reciept if you want a REFUND... but an EXCHANGE? Come onnnnn!!!!

I'll submit my complaint, as well. I often buy my DD playclothes at Old Navy but they're going to lose my business if they keep up this policy!

 

[kfeuer]

Proof that shoplifters really ARE idiots! Duh! If they're going to shoplift, why not just shoplift what they want IN THE RIGHT SIZE TO BEGIN WITH???



Seriously, how does Old Navy lose out if someone wants to make AN EVEN EXCHANGE??? A shirt in a size L has the same value as a shirt in a size XL, doesn't it? I can completely see the need for a reciept if you want a REFUND... but an EXCHANGE? Come onnnnn!!!!

That was my thought as well--even if the item was originally stolen, what difference does it make to do an even exchange? I'm sure the vast majority of people wanting to exchange sizes are honest, and they're alienating their customers. Doesn't make alot of sense to me.

Now, I totally get why stores won't accept returns without a receipt anymore. I'm on several "deals" boards and I've seen people brag about getting a bargain off the Internet and then returning it to Walmart or TRU and getting more money back then they originally paid It's sad that a few dishonest people are making it tough on everybody else. I just wish the stores would use a little common sense when they make their policies.

 

[Buzz & Woody]

I work in retail as well (a Drug store, not clothing), but it's unbelievable how many people steal then try to return something for cash or a store gift card. I can see why stores need to implement something like this. What needs to happen now is that all stores need to give a gift receipt automatically to the buyer.

Companies do this because people steal..

I used to work retail and we would NOT accept a return without a receipt under any conditions. You would be amazed how many people shoplift and then would like to exchange thier stolen bounty for the "right size" or better yet get CASH for it. In the end, that costs you money so a strict return policy is actually in your best interest.

 

[Hedy]

Companies do this because people steal..

I used to work retail and we would NOT accept a return without a receipt under any conditions. You would be amazed how many people shoplift and then would like to exchange thier stolen bounty for the "right size" or better yet get CASH for it. In the end, that costs you money so a strict return policy is actually in your best interest.

Agreed.

 

[CarolA]

That was my thought as well--even if the item was originally stolen, what difference does it make to do an even exchange? I'm sure the vast majority of people wanting to exchange sizes are honest, and they're alienating their customers. Doesn't make alot of sense to me.

.

Let me get this right??? As long as you already stole it, the store should now make you happy????

(And the vast majority wanting to bring things back have receipts... the minority who don't unfortuantely tend towards the dishonest....)

 

[budbeerlady]

I refuse to shop at Old Navy anymore. I havent been in the store for 2 years.

My sister in law loves old navy, she got me a purse, sweater, shirt, etc. at Old Navy. I had a gift reciept, it was in the time period and I wanted to return it for money to go buy something I really wanted. (I dont like Old Navy clothes for myself, they dont fit me right and I would rather shop else where!)

I had to accept an Old Navy gift card, even after talking to a manager. That was their policy. I told him his policy is horrid to hold the poor gift reciever hostage when they dont care for the items. It took me forever to burn up the $72 on the card with stuff for DD.

If you have your reciept you should get money back in my mind, and I will not shop there. And if I am shopping for others I make sure they can have a hassel free return if they have a reciept!

 

[TONNIE]

Their return policy doesnt even make sense.

 

[Grumpy's Wife]

Target is jumping on that band wagon too. My DD received a gift from Target for Easter. The giver did not include a gift receipt. The gift was too big. I brought it back. They told me without a receipt you can only make two exchanges in a year (they asked for my drivers license to keep track). They said since the item was bought in the girls department I could only buy something from the girls department. I tried to get the same item and they no longer had it in my DD's size. My daughter really wanted the new High School Musical CD. They would not let her get that even though I had to put money to it. No, you can only get another item from the same department it was purchased from. That put an end to my gift giving from Target. I was so mad at the time. It seems they are pushing you right into the arms of Walmart.

 

[pansmermaidzlagoon]

wow, what a hassle - I hate, hate, hate trying things on in stores - and don't always have the time or patience to try things on DD and it is very hard to find pants that fit her...this is going to be a huge hassle!!! I am usually pretty good at holding on to receipts, but still.

As for Old Navy, by the time you get that voucher, the item will be gone and you won't be able to exchange...and I agree about wasting the gas!!!!

 

[summerrluvv]

Target is jumping on that band wagon too. My DD received a gift from Target for Easter. The giver did not include a gift receipt. The gift was too big. I brought it back. They told me without a receipt you can only make two exchanges in a year (they asked for my drivers license to keep track). They said since the item was bought in the girls department I could only buy something from the girls department. I tried to get the same item and they no longer had it in my DD's size. My daughter really wanted the new High School Musical CD. They would not let her get that even though I had to put money to it. No, you can only get another item from the same department it was purchased from. That put an end to my gift giving from Target. I was so mad at the time. It seems they are pushing you right into the arms of Walmart.

Target has had that policy for about 2 years now.

 

[scraptoons]

Proof that shoplifters really ARE idiots! Duh! If they're going to shoplift, why not just shoplift what they want IN THE RIGHT SIZE TO BEGIN WITH???




Yeah I can see it now..."Excuse me, Miss? I need to shoplift this item, but I can't seem to find it in a large."

Seriously, I used to work retail also. They don't have time to look for the right size. It's whatever they can sneak while no one is looking.

Sometimes I would be busy at the register and see someone bopping up and down in a corner behind a clearance rack. Of course they are gone by the time I can do anything about it, and I would find a big pile of sensor tags or hangers on the floor.

I have also seen things stuffed in a baby carriage under a blanket. Couldn't tell if there was an actual baby or not, from the angle I was standing. I called security, but they couldn't do anything because the punks were out of the store already.

Once we had a new batch of cute Halloween sweaters come in, sort of pricey. They seemed to sell out quickly, especially in the evening hours when we regular full timers weren't there. We would compare notes of who sold the more expensive items for our sales quota. Funny thing is, only one of us ever actually had a transaction for one of those sweaters. Our regular customers who normally buy those things would come during the morning hours. Suspicious!!!

It is so frustrating, because the cost of those stolen items reflect in the prices we pay and/or the return policies.

 

[NotUrsula]

FYI re: Old Navy returns: purchase with a credit card. If you do, the transaction can be verified so that when you attempt a return or exchange, they will know that you really were the original purchaser. That doesn't help with gifts, I know, but it makes the policy a non-issue if you are the original purchaser.

I just exchanged a blouse without a receipt on Saturday and actually got 6 cents back. I had purchased two tees at an Old Navy in a different state while on a business trip, and discovered that the color of the second one was not really flattering once on. Somehow the receipt for that purchase went astray, and I didn't have it. The clerk asked if I had purchased it with a credit card, then asked for the card, swiped it, and said, "Here you go. Looks like our sales tax is lower here, so you're going to get a 6 cent credit on your bill, too."

I'm not positive if the technology works with ON gift cards, but I'm betting that it does. If so, if you are accustomed to using cash to buy there, it might make sense to buy a gift card and then use it for your purchase, just to preserve the return-without-receipt option.

 

[maelstrom]

I have an Old Navy credit card, but I'm starting to go in there less and less. My aunt keeps getting my mom stuff there for Christmas and my mom returns it and can only get a giftcard, and since she doesn't shop there, I get the giftcard. Score for me, but now my mom lost out on a gift.

At Target, you can only get something from the department which the returned item is from. Someone bought my little cousin camping stuff (a four year old girl who LOVES princesses... camping?? erm, okay) and my aunt just wanted to return it and get a Target gift card. Nope, she had to get credit for the camping department only.

Wal-Mart is getting stricter too. They used to take back anything, with or without a receipt. My mom just returned an unopened can of powdered iced tea mix and could only buy something worth that much from the food section.

I don't like how even people with a receipt are being penalized. It makes me not want to shop anywhere at all. I keep all my receipts, just in case.