My complaint:
My pant size all my life has been 32W 32L. I’ve never shopped at Old Navy, but I purchased 3 pairs of jeans because I was so blown away by the quality, having always stuck to Levi’s for jeans. Based on that quality, I bought tons of stuff over Xmas through Feb 17th, in store and online. I felt I had found heaven.
I never tried on the jeans, bought Dec 31 and Jan 1, because I trusted that they would fit, and it took me a while to acknowledge that two of the three just don’t fit, bc why would jeans from the same company, same store, on the same shelves fit differently? I basically overhauled my closet, and wore the jeans about twice each. One of them fits perfectly, two don’t. For a long time I gave Old Navy, whom I now respected greatly, benefit of the doubt.
Until I asked for help: I didn’t know about 30 days. Yesterday I called and spoke to representative for 7 minutes, who told me to be rest assured, that he would write a note on my account bc the Exceptions and Customer Relations Department was closed and I needed to call back today, which I did knowing that I needed an exception. The summation ultimately is, yes, they can see my store purchases on those two days, but I STILL need the receipts to show a store manager, no exceptions. And, she is sorry that I had the experience with my two jeans that don’t fit. Hollow words.
I did go to Old Navy at Las Americas yesterday but the manager was contemptuous about my request. It’s why I called your head office to maybe get some kind of override. The store closest to me where I actually made the purchases closed down for remodeling purposes, I think. I met the manager there and expressed my astonishment and appreciation of the quality of those jeans. She would have remember me and might’ve given me a chance.
I don’t think my request is unreasonable. I’m a drop in the ocean that is asking for an exception, just this once. I’ve even deliberately chosen to take all your feedback calls to give truthful feedback about whether I would recommend Old Navy to family and friends. Because up until now, I thought your company was amazing. It’s why I shopped at Gap. It’s why I chose you over all other stores. Like everyone else, I like to keep things simple. If I find a clothes store I like for all my needs, I stick to that store.
Suggested solution:
I don’t want a refund. I just want to exchange for a better fit, regardless of what the label says. I’ve learned that lesson now, the very hard way.
