Comments on: Ask The Readers: Bad Customer Service At Old Navy?

By: Christina

Christina — Fri, 03 Jul 2009 04:33:14 +0000

I’ve worked retail for the passed five years and it’s very common for people to go in a couple of days later with a coupon wanting to use it on a previous purchase. Of course, the manager’s first response is no because technically it is the store policy. Also, it tells you on the coupon not on previous purchases however, being as that may we usually did honor it because in retail the customer is always right. The only thing the manager would say is, we’re not suppose to do it but i’m going to do it for you this one time only. Also, the only time the manager wouldn’t honor it was when the customer was very rude and very demanding from the get go. The final thing i want to say about retail is, every manager is different. Some are lenient and some are very hard to break. I think they should have honored it, but once again every manager is different.

By: Kyle

Kyle — Tue, 13 May 2008 16:15:55 +0000

Apparel_Insider, I don’t think it is a “cheap goods” issue in this case as some of the most expensive clothing stores like Abercrombie and American Eagle clothes are also made in China, Sri Lanka, Macao, and Vietnam, where there are poor environmental and labor controls. Have you ever tried to buy clothes and other goods that are made only in the US? Darn near impossible and quite expensive and time consuming to actually do. Money and time that most Americans don’t have. Not saying that I disagree with you, I am just saying what are we suppose to do?

By: Apparrel_Insider

Apparrel_Insider — Sat, 10 May 2008 05:43:41 +0000

Everyone here seems to think of cheap old navy clothes as a bargain. But there are “externalities” involved in such production. Goods are produced very cheapy in China, with poor environmental and labor controls. As a result, there are HUGE problems with air and water polution in China–I was just in a factory outside of Shanghai for work and saw this first-hand. I really encourage other fruglies to think of the TRUE cost of cheap consumer goods – to the planet. These are costs our children will pay. Are $3.99 (poorly made) kids’ polo shirts really worth that??

By: juicefairy

juicefairy — Thu, 01 May 2008 20:56:37 +0000

I am surprised that the store wouldn’t allow you to do that. I rarely have a problem using coupons at Old Navy or Banana Republic. In fact, I get coupons and rewards points a lot from them and I think I definitely get my moneys’ worth. I don’t blame you for being annoyed though. I would have done the same thing. I am still mad at Office Max from months and months ago.

By: Beth

Beth — Wed, 30 Apr 2008 23:49:51 +0000

I don’t shop at places that treat me like crap anymore. If they want to keep their customers in good standing they should have honored their coupons.

By: jabster

jabster — Tue, 29 Apr 2008 16:26:46 +0000

I shop Old Navy online, and I have not had very good customer service. I bought a polo-style shirt for our youngest child (a boy), and the size they sent was too large. The outer plastic wrapping said 12-18 months, but the shirt was clearly tagged 3T. When I called to return it, Old Navy said they couldn’t send out an exchange or a pre-paid envelope, because the problem was “at our distribution center.” I would have to wait for them to contact the distribution center, investigate the problem, and then they would email me the pre-paid label. Of course, they offered, I could just “purchase another shirt right now and wait to return the shirt in question.” Huh?

So…. I gave the shirt to our 3rd daugher (it was a boy’s shirt, but in a girl-acceptable yellow stripe), and gave up on Old Navy. I never received a pre-paid envelope, although I did receive an email stating that the problem at the distribution center had been corrected if I’d like to re-order the item. I’ve been wary of Old Navy ever since.

Honestly, their clothes don’t hold up very well anyway. I’d rather shop the online sale pages of Gymboree, Land’s End, and Children’s Place for longer-lasting clothes. At my house, clothes need to make it through three girls and then one boy (if not too “girly”) to get respect.

By: Kristina Cant

Kristina Cant — Sun, 27 Apr 2008 20:22:42 +0000

I’ve worked retail for a long time, and my husband still works retail. Stores think that most people will just accept the answer that is given to them and not argue, which sadly, most people do. There is a small percentage of us that will put up a fuss, to get what we want, and most of the time we do. The key is to be persistant and if you have to, ask for the corporate number. Most managers do not want to hear from the corporate office, because most corporate offices do not stand up for the store, but for the customers. Also, remember kindness is a tool. If you are kind, but firm, do not get upset, managers are willing to do for you. If you go in upset with an attitude, they will automatically shut you down. If all else fails, do what your wife did and return the item. Sometimes, it’s not worth it. Most employees who work in the stores don’t care what you do. Again sadly, customer service has gone out the window. Lastly, if you are bothered by this, call the corporate office or write them a letter. This usually works, you may get a sympathetic coupon in the mail. Whether, you use it is up to you.

By: Lindsay

Lindsay — Sun, 27 Apr 2008 05:12:00 +0000

I hate Old Navy!! Years ago I was buying over $200 of clothes and decided to sign up for the store credit card to save 10% and they declined my application! I had no idea why, I had decent credit and no problems getting any other cards, auto loans, etc. I also had a mastercard declined several months after that, and I was shocked! I stepped out of the line, called my mastercard’s 1-800 number who told me there was no problem with my card, I had over $2000 credit available on it, and it should be accepted anywhere. I told the cashier this and asked her to swipe it again. She did and it was once again declined. I haven’t shopped there since except for a couple times, and paid cash. I do not understand what is going on at that store, and I don’t like it one bit!

By: Carrie

Carrie — Sun, 27 Apr 2008 01:34:19 +0000

I have done this many times at other establishments.

Just last week, I bought stuff at Target. I then found I had a $10 off coupon. I went back to the store ( didn’t even have the merchandise with me ) and took my receipt to the customer service desk.

I asked them if they could honor the coupon, or if I needed to go get the items. They said not to bother, and opened the register and handed me a $10 bill ( didn’t even credit my credit card…bonus for me, because I then still got my points ).

I have also done this at Linen N Things, Bed bath and Beyond, etc.

But, believe me…I am not above returning and rebuying. I have also had to do this at stores, when I have had the items beyond their store price adjustment time frame ( most stores seems to be 14 days to a month ).

I agree totally…return and rebuy.

Hey, and don’t be afraid to write their customer service. I do this all the time, when things like this happen.

I make my emails nice, and explain the point of view from a consumer, etc. Make a recommendation and make it sound like you are making a nice suggestion. I get gift cards, coupons, etc in the mail all the time for free products when I do this.

Most stores want feedback…especially if given nicely. They do NOT want disgruntled customers like you are now. Most of the time, corporate will bend over backwards to make it up to you.

By: The Happy Housewife

The Happy Housewife — Sun, 27 Apr 2008 00:34:27 +0000

I’m not surprised, but disappointed. As an FYI Bed, Bath, and Beyond does honor their 20% coupons retroactively.
Toni

By: Homemaker Barbi (Danelle Ice-Simmons)

Homemaker Barbi (Danelle Ice-Simmons) — Sat, 26 Apr 2008 21:23:56 +0000

I am not surprised by your experience, although I can empathize since I have received similar treatment over both coupons and rainchecks at other stores. It is shocking that in this shaky economic situation, stores will not do more to keep the customers they have!

By: Alison @ This Wasn't In The Plan

Alison @ This Wasn't In The Plan — Fri, 25 Apr 2008 19:37:48 +0000

I’ve seen “not valid for previous purchases” written on coupons before. Could that be the deal here?

By: Jennifer

Jennifer — Thu, 24 Apr 2008 21:40:27 +0000

Hmmm…I have never had this kind of experience at Old Navy.

But the stores here honor Stuff & Save for your *entire* purchase, even if it doesn’t fit in the bag. And Old Navy.com gives you 20% off your entire order with the coupon code STUFFSAVE until the Stuff & Save promotion ends.

By: Kyle

Kyle — Wed, 23 Apr 2008 19:02:51 +0000

So this is kinda interesting, I just got off the phone with Old Navy corporate office and they informed me that since the coupon in question is a ‘Stuff & Save’ coupon which allows you 20% off however many clothes you can stuff into an Old Navy bag, they don’t offer a coupon price adjustment in my case. Her explaination had to do with the fact that many people will try to get a price adjustment with more clothes than will fit into a bag. So the thing to do is just return the clothes and re-buy them with the coupon (as long as they all fit in the bag of course).

But for other “normal” coupons they definetely offer a price adjustment if you bring your coupon, receipt. and clothing back in within 30 days.

Good to know.

By: Mrs. Micah

Mrs. Micah — Wed, 23 Apr 2008 17:44:36 +0000

I thought (fuzzily, because I’ve never tried it) that stores honored coupons retroactively during the return period….for just that reason. I don’t shop much for clothes (except thrift stores, which don’t have coupons), so I’m not too familiar with which stores do and don’t take belated coupons.