I purchased some items online and needed to exchange them for a smaller size (yay me!) Seemed like it would've been a simple exchange..NOT. Figured I would try to find the items in store instead of doing the whole return shipping/receiving crap. The jeans sections was horrid! Nothing was folded or located where they should have been. Skinny jeans were with boot cut jeans and vice versa..colors and washes were intertwined with each other..and more. After about 30 minutes of looking I settled for exchanging the 1 pair I could find, which was black.
The "manager" (Craig Michael) checked me out. I don't know if that was a good or bad thing. I say that because he was in such a rush he returned the wrong item and over charged me for what should have been an even exchange. After I brought the mistake to his attention he tried to reason what he did until I pointed out the price difference and color. And, instead of voiding the entire transaction, he just refunded me the difference. How did he become a manager without basic literacy skills???
A couple of days later, I contact customer service to just complete the rest of the returns by mail. Sounded easy until I was given the option to return the items by mail or in store. I repeated these words to the representative and she assured me that I could return the items in store to get my refund sooner. Before I continue, Old Navy has THE most RIDICULOUS return/exchange policy ever. They create a new order, charge you the same price you originally paid, then refund your money from the original order you placed once they receive the items back..so you're double charged for a while..now do you see why I opted for the store return in the first place?? So, the representative informed me that with my invoice I could make the return in store.
I go back to this Old Navy location in Pearland (since it's the most convenient location) and have now vowed to NEVER shop at Old Navy, ever again; whether it be online or in store. They had 1 cashier working and the line was outrageous. The cashier didn't know how to calculate 60% off of something that was $17and some change..I'm seriously shocked that that lady accepted the price but that's her..I finally make it to the register and the cashier is like "oh crap, I've never done an online return." He figured it out, but was clueless as to if the money went back on my card or if I was supposed to get a cash return. Since they shipped the pants separately, they had to do the return separately..whatever..while working on the second pair, the mistake that the "manager" made Sunday has now caught up with him. Now the system is saying the item I am trying to return does not have an available quantity. THIS IS BECAUSE HE RETURNED THE WRONG ITEM THE FIRST TIME, DID NOT VOID THE TRANSACTION, AND JUST GAVE ME THE DIFFERENCE..He also had no knowledge of the online return policy or the option to return the items in store and tried to argue with me about what HIS employer told me!..Remember, this is what the customer service representative told me..it's not like I pulled this out of thin air..He offered me a store credit..why would I want that if I am having the items reshipped to me?? He snapped at me as if his "6 years" of service earned him a PhD. in Retail..like seriously?!
Save the time, the head ache, and the high blood pressure and just shop somewhere else..preferably somewhere the does NOT have a ridiculous return policy. read more
