Have shopped extensively at Old Navy during COVID, never a problem returning/exchanging merchandise at the store. Today, store supervisor, Marissa, decided it is the policy of store NOT to exchange merchandise more than 30 days despite new with sales tags on. I do not shop every day and businesses are still good about exchanges due to ongoing COVID and store failures to thrive. Not 2 wks ago, I had an item to exchange on a different on-line order and it was without issue. For the goodwill of customer service, it should have been exchanged-I was not asking for a refund or a credit on my card-it was for exchange. Marissa decided good will was not worth having a happy customer. Sometimes businesses miss an opportunity that is important to their survival; making an angry customer was not worth the $15 exchange. I think Marissa needs some more business/customer training.... read more