I received an e-gift card for my daughter’s birthday back in October of last year. It was for $50. I waited until the Holiday online 40% off everything with no exclusions sale, in order to redeem the gift card. When I tried to use the card, it stated that I only have $28.32 available on the card, which shouldn’t have been the case since the card was never used. So I called customer service and after over an hour of talking to customer service, then card services, then e-card services, a resolution still was not met. I was told that I needed to go to store #120 to investigate the purchase, but then was not told where store #120 was located or even given a telephone number for the store. Then customer service informed me that that information was incorrect and I needed to contact my local law enforcement. The situation became extremely stressful and I eventually got tired of being passed around with no resolution.
So I decided to try again about three weeks later and I called the gift card services number. This time I simply requested to dispute the purchase that was causing my balance to be reflected as $28.32 instead of the actual $50 that I was gifted. They took all my information and said that I would be contacted within three days. Over five days passed and I heard absolutely nothing in regards to them correcting my balance. No phone calls, no voice messages, NOTHING.
At this point all the outfits I picked for my daughter were either sold out or no longer on sale. I felt like it is completely ridiculous that NO ONE from Old Navy was able to help me resolve this issue and ultimately complete my purchase. I just wanted the error on my gift card corrected or another gift card issued for the full $50.
I had sent my final email to customer service and was in search of an email address or phone number for an Executive level employee, but then I got a call. It was a former call center representative that now works as some sort of manager. She had seen my email complaints and apparently was the only one at Old Navy intelligent enough to realize that there was obviously a glitch with my gift card. She sent me a $25 coupon and honored the 40% off everything no exclusions sale. Well I was sure to take full advantage of Old Navy’s error 😀
I got 19 items for a final total of $15.62. The total value prior to all my discounts was $262.86. I got her four pants, four long sleeve graphic tees, three basic long sleeve tees, three dresses, two sweaters, a romper and a sweatsuit. It’s a good balance because some stuff is nice and heavy and great for the winter, while others are pretty thin and good for the spring.
I’m all about a great deal and even though it was a headache and I wasted a lot of my time, I ended up getting an amazing deal. I hope they use my situation as an opportunity to teach their customer services professionals. I don’t accept poor customer service and I definitely don’t play when it comes to my money, so I’m glad Old Navy was able to FINALLY resolve my problem.