Old Navy Changes their return/exchange policy

[princesspwrhr]

I wonder if only certain stores are testing this? I had to do a size exchange at one store who couldn't figure it out, I had bought the shorts w/ my stuff and save and they ended up charging me the reg price for the exchange. So I called the store I bought the items and they said to come in and they fixed the charge. But at both stores I was able to leave with merchandise.

 

[Lisa loves Pooh]

Target is jumping on that band wagon too. My DD received a gift from Target for Easter. The giver did not include a gift receipt. The gift was too big. I brought it back. They told me without a receipt you can only make two exchanges in a year (they asked for my drivers license to keep track). They said since the item was bought in the girls department I could only buy something from the girls department. I tried to get the same item and they no longer had it in my DD's size. My daughter really wanted the new High School Musical CD. They would not let her get that even though I had to put money to it. No, you can only get another item from the same department it was purchased from. That put an end to my gift giving from Target. I was so mad at the time. It seems they are pushing you right into the arms of Walmart.

Our Target has had this policy for ages--no receipt or no electronic record of purchase (you used your cc or your check) then no refund or exchanged.

We were shopping at a Walmart in Las Cruces Mexico--a receipt was absolutely required even for exchanges. No receipt, you could get a similar item (in our case a vacuum). No store credit, no nothing. Exchange for a similar item only.

 

[Alice28]

Companies do this because people steal..

I used to work retail and we would NOT accept a return without a receipt under any conditions. You would be amazed how many people shoplift and then would like to exchange thier stolen bounty for the "right size" or better yet get CASH for it. In the end, that costs you money so a strict return policy is actually in your best interest.

Yep, I heard about this new policy from the mouth of my best friend, an Old Navy GM. She said they are doing it simply because of stealers. Daily people come in with stacks of clothes, sometimes the same shirt in the same color but in 5 different sizes. They have the audacity to ask for a refund or store credit. And when Old navy's policy was lenient, they had no choice but to give them store credit.

I really don't see the big deal about keeping receipts- and stores are now very good at offering gift receipts, so hopefully most people will take them. I always do, and make sure I tape them to the gift I am giving.

 

[Grumpy's Wife]

Target has had that policy for about 2 years now.

Wow, I guess I've been lucky as to not have to return anything.

 

[Kellyscrapbooks]

Let me get this right??? As long as you already stole it, the store should now make you happy????

(And the vast majority wanting to bring things back have receipts... the minority who don't unfortuantely tend towards the dishonest....)

I have to respectfully disagree with this. It doesn't make you dishonest if you didn't want to embarrass your husband and tell him that he bought you clothes that are the WAY wrong size, or if you accidentally washed the receipt that you shoved in your pocket on the way out of the store. Lots of things can happen to the receipts that are legit. I used to work the return counter at a department store and I know how dishonest people can be, but the majority of all people wanting to return stuff are honest. It's the few out there that aren't that cause these concerns. I have begun making it a policy to ask for a gift receipt at every store. Sadly I'm not that organized though and I still lose one from time to time. I guess I'll have to work harder at that... and try and figure out how to not hurt people's feelings this year when I have to explain that I don't usually wear lime green and magenta together so can I please have the receipt? (BTW...gift receipts usually only get you store credit anyways.)

 

[HM]

I can probably count on both hands the number of times I've ever returned something in my life (I'm 44). I could not tell you the return policy of any store I go to. I do keep receipts just in case, but I don't buy something unless I know I'm going to want it. And as for gifts, even if I don't really like them, I keep them.

 

[DaisyD]

Yikes! That is bad.

Things are going to get interesting next month at Toys R Us. Starting June 12 no returns witout a receipt. So if your gift buyer does not give you the gift receipt your SOL.

It has been like that at our local TRU for a couple of years now. No receipt, no deal.

 

[BeNJeNWaFFLe]

I understand everyones frustrations with annoying return policies. But, I can completely understand why stores require receipts now. In the end, it will benefit you.

I used to work at Ulta for many years. In the beginning they would allow any return of any item with or without a receipt. People would pick items off the shelves and then return them for either a gift card or cash if it was under $5. People also bought items at CVS for $2 and would return it to Ulta for $8. I had a woman come in about once a week with 10 completely used items and she would return them for store credit. So she would buy an item, finish it, bring back the bottle and return it for store credit. This happened for about 2 years. She got 2 years worth of makeup and hair products for free! All because the store was too nice in their return policy. The company was losing a lot of money that way which was effecting inventory, prices, wages, and hours.

Their policy now (as of a year ago) requires a receipt. You have 60 days to return anything bought in the store as long as you have a receipt. It can be used, broken, brand new, whatever, no questions asked. If you cannot find your receipt, corporate will search for the receipt for you. The stores themselves keep records for one weeks worth of transactions. I think that is a pretty lenient policy considering the amount of theft they had previously. After Ulta's new return policy, (I worked inventory so I saw the brunt of this) their prices started dropping. Also, their sales started to get really good. I know it is annoying to save receipts. But it truly does benefit you in the long run.

I don't understand why Old Navy gives out store credit for returns with original receipt. I'll have to keep that in mind the next time I shop there.

 

[disneysteve]

People also bought items at CVS for $2 and would return it to Ulta for $8.

Boy, who's the thief in that example? Sure glad DW doesn't shop at Ulta if they charge 4 times more for things than CVS.

I agree that folks abuse the return policies. DW used to be the customer service manager for Sports Authority. They had a ridiculously lenient return policy and the stories she told were nuts. Folks would return worn out sneakers, banged up skateboards, etc. And the store would take them back. The one and only time they refused a return was when a guy tried to return a Nike duffel bag. At the time, Sports Authority didn't have a Nike contract and sold no Nike merchandise. The guy kept insisting he bought it there and the manager finally challenged him to search the store. If he could find one Nike item, he would give him a refund for the bag.

 

[Laurajean1014]

I know of two stores in CT that have that policy.

I'm lucky though, I've only had to return stuff once and it's been years.

I don't shop there often, my son prefers Abercrombie to ON. Their clothes are good but not great and they wear out faster than the better brand stuff. Also, some of their styles are aweful (and then again, some are cute).

I'm not an advocate of that policy - I guess the best advice is "buyer beware."

 

[SueM in MN]

another ? is has anyone had this happen about Kohls--Inlaws bought something and it didnt fit right --went back with the reciept--and the store not only gave them a store credit but took a small % off!!!!

they were really ticked about that one and this time I really had to agree with them

I know people who work at Kohls and they talk about this scenario often:
Older people come in on Senior Discount day. The item rings up on the register and on the sales slip at whatever price is marked. After the total of all the items purchased, the senior discount is taken off of the total.

A few days later the same person brings back the item, which didn't fit right or had a color that didn't match. The person bringing it back looks at the tag on the item and the price on the sales slip and expect to get that amount back.
The sales person says, "no, that's not the price you paid. You had a discount on the total." The person returning it says "No, I paid the whole price. It's right here on the sales slip." Sales person says, "Yes, it did ring up at that price, but after the total, we took your senior discount off, so you didn't really pay that price." This continues for a while until the mananger/another clerk comes and explains it in a way that the person understands -or - the person never does quite get it and just agrees to take whatever money the store says.

The same thing happens with any other discounts where they discount is taken off a total instead of the computer figuring it on each item.

 

[DisneyMommyMichelle]

if only gift givers would give GIFT RECIEPTS!! We got so many presents for DSs baptism and some were GIRL clothes (don't get this) and some were waay too small and some were too big, but wrong season for when he would be that size (KWIM??) so thennn we had to take them back to to Target (where they were from) W/O GR and well the problems begin...only 2 per yr..THANK GOODNESS that DH was with me and DS, so we each returned 2 items on our ID and we still had some girl clothes shoes left (infant slippers) my DH just turned to a woman in line that had a baby and said "here you go you can keep them or return them we can't do anything with them!!".

My rant is mainly at gift givers, but a bit to return policies!! ughh...

i keep a coupon organizer in my diaper bag/purse and shove my reciepts in there automatically!! Then when i get home i staple the reciept to clothing tags if i buy clothes for the kids that are not in season yet. That way if the clothes don't fit or aren't the right size there is the tag

 

[thelionqueen]

Never shopped there and never will. I cannot stand Old Navy, I think their stores feel like I'm in an airport hangar, everything is very basic, and the only thing they have differently than Wal-Mart clothes is "Old Navy" printed big on everything.

 

[RangerPooh]

Personally I like Old Navy as they carry clothing that fits me (size 16/18) as well as some maternity. Basically my whole family can shop there and won't spend a fortune. I found out about their return policy a few weeks back when we went shopping. The store had a sign posted of the new policy plus they told me at the register that it was changing, AND placed a informative slip in my bag. So I feel that I was informed.

On a POSITIVE note. I ordered from Old Navy online recently and have had a pleasant experience with a return. For returns/exchanges on Maternity clothing they provide you with a postage paid envelope (apparently not the case for regular clothing). Plus the item that I bought went on sale 2 days after I purchased it. I called and asked about a price adjustment and was credited the $4.50.

I do wish that gift givers give the gift receipt and I know that it's something that I'm going to ahve to start doing. Currently I have a box full of clothing that was given to DD for her birthday from Mervyns. Due to the giver not providing a receipt (and due to them being all a size too small) I still have the clothing and will just pass them on rather than taking the time to drive 2 hours to find out that they couldn't be returned.

I is unfortnate that stores are having to tighten their restirctions but we can thank the shoplifters and lyers out there who have made them alter their policies. Walmart has been doing this for over a year now. It's hard to save receipts but I realize that if I can't find it then it's mine. So when possible it goes on the fridge or bulletin board to be saved for a return.

I use to work in retail and one day I was reshelving returned items and came across an item that we no longer carried (hadn't in years) that had been returned. We were pretty lienent on what we returned, the individual just had to fill out a return form and was credited for the amount. However, the items price tag revealed the date that it was placed on the floor; 1993, and it was 1998! I wasn't sure who did the return or how I would have handled it as we were very lienent. But it had our price tag on it. I just had to wonder what else was returned as the individual must have been cleaning out their closets in order to find this.

 

[abbie13_15]

i hate when people buy me gifts from Old Navy. Did you know if you have the reciept and just want to return something and get your money back they won't give you the tax that was paid! My grandma spend $145 on me for christmas and non of them fit. When i tried to take them back I didn't get everthing she paid. Really pissed me off!

 

[makinorlando]

Our Target has had this policy for ages--no receipt or no electronic record of purchase (you used your cc or your check) then no refund or exchanged.

We were shopping at a Walmart in Las Cruces Mexico--a receipt was absolutely required even for exchanges. No receipt, you could get a similar item (in our case a vacuum). No store credit, no nothing. Exchange for a similar item only.

I had two items that I had bought for DD that I needed to exchange. Still had the tags, never worn, but I had misplaced the receipts. (I am good at that!) No problem, as I buy everything with my debit card. I go to return the items, and give them my debit card - neither of them were there "What?" hmmmm - puzzled. The sales person then told me I could exchange them for like items of equal or greater value. In the past I had been able to get a store credit. We did not feel like looking at clothing that evening, so I packed them up in hopes that I would find the receipts.

While we were picking up a couple of things I needed, I realized the bank had issued me a new debit card, and the last two digits had changed, so I went back to the return desk, and she keyed in the number and I received a gift card for the amount, as they could not credit it back to the old card!!! I was glad that I figured that out.

It's a shame that it has come to the point of such strict return policies for the majority due to the minority of those who are dishonest!

 

[kilee]

Well mom and I are hitting up Baby Gap and Old Navy for some baby clothing gifts for my cousin this weekend. I will be sure to include the gift receipts w/ everything we buy!!!

 

[brendat22]

Like I said in my last post I worked for Old Navy for 9 years (until August of 2005) and I feel I need to respond to some of these post that just cannot be true! Maybe those posters had Sales associates that were on power trips - I don't know? One poster said that she made a purchase and then when it was not the price she thought it was she tried to return it and was denied - this simply would never happen. Old Navy takes everything back with a receipt (even winter coats worn for 5 years when the zipper breaks). If this ever happens to anyone just ask for a manager. Also someone said that when they made a return Old Navy would not give them back the tax that was paid - this also would never happen - it is illegal!! The computer would automatically refund any tax that was paid. The whole time I worked there we were trained to make customers happy - it was all about customer service - and we gave so much away it was sickening! Old Navy had to get strict with it's return policy. These companies are all for customer satisfaction but unfortunately it's the dishonest people that ruin it for everyone else.

 

[corie161]

I don't understand why Old Navy gives out store credit for returns with original receipt. I'll have to keep that in mind the next time I shop there.

This shouldn't be the case, according to the policy that is online:
For returns with an original sales receipt within 90 days of purchase:
A merchandise exchange will be offered for the original price paid, or a full refund will be issued in the original form of payment. Returns paid for by check (processed as a paper check, e-check*, or Electronic Funds Transfer (EFT)) cannot be processed until five (5) days have elapsed from the original date of purchase and must be accompanied by the original sales receipt.

Unless it was after 90 days:
For returns with an original sales receipt after 90 days of purchase:
A merchandise exchange or Old Navy GiftCard will be issued for the original price paid. Old Navy GiftCards may be redeemed by any customer and used at Old Navy stores, Old Navy Outlet stores, and oldnavy.com.

Other rules per their website:
For returns without a receipt, or with an even exchange receipt:
Returns without an original sales receipt (or with an even exchange receipt) will receive: A Merchandise Certificate by mail for current selling price. Only the person whose name appears on the certificate may redeem Old Navy Merchandise Certificates. Merchandise Certificates are redeemable at Old Navy stores only.Valid I.D. is required for issuance and redemption.

I am on the fence about the even exchange without a receipt. I have been known to lose a receipt before, and it would be a HUGE hassle for me to make essentially 2 trips to Old Navy, since the nearest is 40 miles away, especially if I were to need the garment for an occasion and didn't have time to wait for a certificate in the mail. I guess if it boiled down to it I would buy the size I need and redeem the certificate for something else when it was convenient for me.

I think they are trying to make people be responsible for their own actions. It's not Old Navy's fault if I lose a receipt or if I fail to give a gift receipt, or buy something in the wrong size.

 

[mickeyluv'r]

One poster said that she made a purchase and then when it was not the price she thought it was she tried to return it and was denied - this simply would never happen.

Sorry, but this was true. They did take it back, but not without a hassle. I consider having to ask for a manager to be a hassle, and I was more upset over the deceptive display. I have noticed a difference between different branches of stores, Old Navy among them. Old Navy is far from the only store that puts a plain "SALE" sign over a rack, making it look like the entire rack is on sale when only a few items are on sale.

Another time I asked them to hold something for me for 24 hours (I was getting paid the next day), and they initially told me they could only hold it until store closing, and that they would only hold a few items for me. Incredulous, I asked for a manager, and then the policy changed. Luckily my mom was with me, she spoke up and held some of the items in her name. I could understand if I asked them to hold like fifty things, but this was just ordinary shopping - maybe 8 things total.

I also wasn't lying when I said I don't shop at that store branch any more, and rarely shop at ON now, or any other store that has lousy customer service. Simply put, when I encounter a business that goes out of their way to be helpful, I return to support that business. To me, that is good business practice.