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  • After 20 years of shopping at Old Navy, I am done!!! I went to the Concord Mills store today to exchange two pairs of jeans my youngest son purchased for his brother, my oldest son for Christmas. (my youngest son lives in Texas but was home for the holidays). Both pairs of jeans are 36 x 30 and he wears 34 x 30. I was not asking for a refund, just an exchange. The sales associate told me that she could not exchange the jeans in the store. Not understanding, I asked her to repeat herself. She said she could not exchange the jeans in the store however she could give me a "mail" store credit. I asked her what that was because I'd never heard that phrase before. She said she would have a credit mailed to me and when received, I would bring the credit and jeans back to the store and exchange them for the value at that time. I looked at her like she was from a foreign planet because for the life of me, I could not believe what she told me. I took time to drive to the store to EXCHANGE two pairs of jeans but I was expected to take those jeans home and return them once I received a credit in the mail (however long THAT would take!). And, the amount of the credit would be determined by the price of the jeans at that time. I called Old Navy's Customer Relations line and was told the same thing but, as a favor, if my son still had the receipt and could copy and email it to them, they would exchange the jeans. Although I appreciated the "favor", I just don't see why we should jump through hoops when I was in the store, looking at the jeans I needed for my son. Basically, Old Navy is depreciating the value of NEW and UNUSED merchandise to cheat customers out of their money. That's it, in a nutshell, and the return policy is not prominently displayed for the customer to see. A small square covered with dirty glass at the register contains their finely printed return policy. I understand keeping the money in your store and/or corporation but what I can't understand is cheating your customers out of store credit. That's not good business and it's just not right!! Going forward, I will spend my money with a retailer that has no problem with a fair exchange of merchandise at the time it is presented. That's the way you retain customers.
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