OLD NAVY SUCKS!

[olchik]

Запись на английском по понятной причине.

On April 15th I ordered some maternity clothes from Old Navy. Received an email that my order will arrive within 9 days and waited patiently. The clothes arrived and I was appalled at the quality of materials - most shirts were so flimsy thin, no way justifying $15 and up prices. It was more like the 5 for $10 tourist trap t-shirts you see in NYC and Washington DC. And the designs were horrendous.
I had other things going on, so I didn't get around to sending the items back to Old Navy until the end of may. I checked their return policy and it said:

Old Navy Old Navy Return Policy

Return merchandise within 45 days of original purchase date.

I printed out my email with the invoice (I had misplaced the invoice that came with the package), which had the printing date May 27. I gave it to our receptionist to mail out and she mailed it on May 29th - postmarked and tracking number created. I was sure I was within the 45 day cut-off.

Today I received the package back. It was returned to me from the warehouse of gap.com. It states that merchandise "returned within 45 days may be exchanged or returned in the original form of tender. After 45 days, merchandise cannot be returned or exchanged unless the item(s) is deemed defective."

I called the customer service and they said that merchandise has to be AT the warehouse within 45 days. Note, that it doesn't say anything about that on their website or in the letter. I assumed, since the items I ordered on the 15th of April didn't get to me on the 15th of April, but had transit time, same goes for the return process, meaning that returns have to be postmarked within 45 days. They were. I was 5 days late getting them to the warehouse.

Customer service representatives refuse to accept the merchandise but say that they will pass my comments on. How nice of them. What can I say: shitty product - shitty customer service.
DO NOT BUY FROM OLD NAVY!

Comments

[pro-sha.livejournal.com]

Good to know! I think they changed their return policy. I don't remember it being that before.

[-doublev-.livejournal.com]

i swear they used to have a 90 day return policy.

[pro-sha.livejournal.com]

http://www.loobalee.com/blog/gap-inc-quietly-changes-return-policy-no-more-free-returns/

[-doublev-.livejournal.com]

yes, i know that they changed. i ordered from Gap site when they still had old return policy, but by the time i had to make a return, it was already changed. they still accepted the items back via free returns because that is what was applicable to my original purchase, but i definitely took note of that.

[http://users.livejournal.com/_milashka/]

I will link my complaint there too.
Hey, I told the customer service lady that negative feedback gets around a lot faster than positive feedback. And I told her I will blog about it.
They don't want to accept my return due to faulty language in their return police - that's their prerogative. But I will make my case known.

[http://users.livejournal.com/_milashka/]

by the way, don't forget that Old Navy, Gap and Banana Republic are all part of Gap company. And these would be the return policies for all of them! I know how you love Banana Republic...

[pro-sha.livejournal.com]

yes, i am aware :) i usually order from all 3 at the same time and they ship everything in one box.

[borik1234.livejournal.com]

Верни их в магазин Олд Нави... если они там тоже будут упиратся в их полиси - скажи что потеряла чек и возьми там стор кредит - лучше чем ничего.

кстати, а какое отношени Гэп к ним имеет? Одна фирма что-ли?

[http://users.livejournal.com/_milashka/]

Old Navy is a Gap company
these items are not returnable to stores, they don't even stock much maternity in stores anymore.

[borik1234.livejournal.com]

А там было написано что они "mail only"?

Второй вариант - порви их по швам и сдай как дефектив или просто "плохого качества которые разваливаются после первой носки/стирки"... когда придут новые - можно уже начать рассказывать сказки что изменился размер и поэтому они уже не годятся или что-то в етом духе и опять же попробовать получить стор кредит

[http://users.livejournal.com/_milashka/]

Я уже думала сделать в них дырки и послать обратно, но я честный человек, поэтому накатала на них телегу в их же сервис департмент и в БББ. Посмотрим, что будет дальше.

[borik1234.livejournal.com]

БББ давно уже ничего ваше не делают и, на самом деле, ничего не означают. Они себя пытаются пропихнуть что типа звоните нам... мы всё про всех знаем... мы их накажем и исключим из наших списков... но на самом деле они никто. А вот если долго промывать мозги их кастомер сервису - может че и получится. Совет только: не напирай что не знала что они должны их "получить" в течении 45 дней - nothing personal, но это стандартная практика :) Напирай на плохое качество, что в "состоянии" тяжело на почту выбратся и т.п... Иногда помогает вынимать из них вместо денег - кредит... им это морально проще :)

[http://users.livejournal.com/_milashka/]

Ну БББ с ними свяжется, это раз. Пост на английском, прочтут многие - это два. Телега в их офис - три.
Напирать как раз надо на то, что специфики у них нет и они не могут вот так на ходу придумывать правила.
А так, та сумма, на которую они меня отымели, не настолько значительна. Если ничего не получится, я их просто пошлю и надеюсь, что окружающие сделают то же самое.

[pro-sha.livejournal.com]

Just return to the store w/o receipt!

Returns without an invoice will receive a merchandise certificate by mail for current selling price. Valid I.D. is required.

[http://users.livejournal.com/_milashka/]

as I said above, these items are not returnable to stores because they're not sold in stores - online only. Had I seen them in a store and been able to feel the quality of their fabrics, etc, I never would have purchased them in the first place.

btw, i sent their customer service dept a copy of this post and will also send one to the BBB

[pro-sha.livejournal.com]

I see. I missed the part about online only.

[redheadrat.livejournal.com]

Dispute credit card.

Basis: delayed shipping resulting in less than 45 day return time.

[http://users.livejournal.com/_milashka/]

well, it does say "within 45 days of original purchase date", not shipment date, so I don't think I would get anywhere
at least something is specified in their return policy ;)

[redheadrat.livejournal.com]

i would still try to dispute

you expect to receive the item within a week or so, that still leaves more than a month, by delaying shipment, they infringed on your rights

[borik1234.livejournal.com]

Actually, charge back is a great idea! Most credit cards (especially gold and platinum) offer extra warranty so you can do a charge back based on that (quality) and also blame on incorrect instructions by CS reps

[http://users.livejournal.com/_milashka/]

I may try...

Old Navy Returns

[tinksecondstar.livejournal.com]

What is disappointing is that you assumed that you were right because the customer is ALWAYS right, even though you did not follow the return policy guidelines, which clearly state that items are accepted so long as they were returned WITHIN 45 days. It does not state POSTMARKED within 45 days, it states R-E-T-U-R-N-E-D. Period. Returned means having already made the return to the place of purchase.