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2.0

First of all, I have worked in customer service and retail for many years, so I sympathize with people who answer customer service phone lines. But my sympathy could not make up for this worker's apathy, so here I am.

I placed an online order on December 7, 2014 for 8 items (2 of which were from The Gap, and 6 from ON) with free shipping. One Old Navy item and both Gap items were shipped on December 8. I have received the ON item, and the Gap items are scheduled for delivery tomorrow. The other 6 items I ordered were still "pending shipment" so I called to inquire about when I could expect them to be shipped.

The lady who I spoke to told me that these items were scheduled to ship on December 23, 2014. I explained to her that I ordered these (IN STOCK) items so early so that they would arrive before Christmas and I didn't understand why these items would be shipped so late (therefore not arriving before Christmas). She could only say "I don't know what to tell you". I was on the website and they were advertising orders placed by Dec. 20 would arrive by Dec. 24. I asked if I were to re-place my order if it would get to me faster, since the website clearly advertised holiday shipping dates. She said I could cancel my current order and do that. She canceled my order, and never offered to place another one for me. I was so annoyed by the lack of customer service I received by this company that I instead spent 3 times the amount that I would have at ON and instead purchased my items at another retailer.

I have always been a fan of Old Navy and their products, but I will not shop with a company who doesn't know how to treat their customers. If you have a product in stock, mail it out. There is no reason to hold an item for 16 days before shipping it, especially around the holidays when you know people are giving gifts. The explanation of "I don't know what to tell you" just isn't good enough, you find a way to solve the problem. That's why it's called customer SERVICE.

Reason of review: Poor customer service.

Preferred solution: Train your customer service agents to care about the concerns of your customers and work together to find a solution for these concerns. .

Old Navy Cons: Inordinate shipping lead time.

Location: Knoxville, Tennessee

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Guest

I have been waiting over two weeks for a refund by mail, please contact by mail and phone 845-659-****

Guest

I ordered Christmas PJs for my family on December 8th assuming we'd have plenty of time to get them. All but one pair for the baby have shipped.

It's also say Pending Shipment on his order. I'm going to call and just cancel it since it will likely not arrive until after Christmas.

Guest

I am in exactly the same situation as you are. My order was placed online on the morning of Dec.

1, 2014. It is now Dec. 16. My shipment hasn't even left the warehouse.

I am extremely disappointed in Old Navy. After more than a decade of living in their clothes, my family will no longer be a customer.

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