Old Navy — Local services in Boston

Zero stars if I could.. in the past 3 years each and every experience at the store when walking in to SIMPLY pick up an online order has been an awful nightmare... For starters, the staff refuses to make eye contact! They are hasty and overzealous too for no reason! They have zero experience and don't understand the simple premise of customer service: you must be happy to be there for one, two, you must make eye contact with a customer! Then you are genuinely communicating and simply assisting someone with checkout. Simple. AND especially with an online order pickup: it's supposed to be easy, they say it is on website but when you get to this location it's a nightmare and you're made to feel awkward and uncomfortable as you're trying to reach in your bag for the phone that you need with the email & barcode, as well as the ID you need to bring (which is clearly stated on the email)..I mean hey we know how to shop, we know what to bring!;..but when you walk in you are demanded your ID immediately - as in one case from a girl who was not even doing the pickup she was going to go get somebody else - but she wouldn't shut up about the ID immediately after I walked in the front area..... TODAY Nov 28 '22 is the last day for me to pick up my extremely much needed items purchased online days ago!! Today's the last day, the 5th day to pick up by end of day (as my email clearly stated)! BUT the inexperienced, rude staffer overzealously (per usual) put it away ??? and I got notification that I'm getting a refund ?!? Well it's heartbreaking now.. We purchase stuff online at a discount..a great deal and the items are extremely useful and good quality and much needed!! The items I purchased are severely needed and I was looking forward to picking up today :( :( :( The person who put it back did wrong and provided a huge disservice to me! The management needs to make amendments by contacting me.. I will be contacting upper management in San Francisco.. I have had enough of this store and this needless rude behavior..this is not the Old Navy mission or practices across the Nation! I am devastated by the email today letting me know that I'm getting a refund when I extremely needed the Christmas gifts that I purchased a few days ago for "store pick up, bring this email & government...

DO NOT GO TO THIS OLD NAVY!!! I tried to return a pair of shoes that i ordered online and had worn a few days prior for about twenty minutes. The shoes were very uncomfortable so I went to the store prepared with my receipt to make the return. An employee named Nigel was overseeing my return and told me that i could not return the shoes because they had been worn. I tried to explain ( calmly and in a polite manner) that i had simply tried the shoes on and worn them to work for about 20 minutes. Nigel interrupted me, raised his voice and told me not to insult his intelligence. I was completely shocked and embarrassed, for some reason Nigel turned a simple conversation about a shoe return into a personal attack. I left the store feeling like i had done something wrong. Probably one of the worst customer service experiences i have ever had. I completely understand not being able to take the shoes back, but a simple conversation about Old Navy's return policy was all that...

Horrible service. I came in as an emergency because my 2 year old had an accident. I bought a pack of undies and shorts. My toddler is with me kind you. I ask while at the register paying where are the restrooms - the white lady with blonde hair says I need to go across the street to the food court. Once I finish paying I ask her again “you don’t have a restroom just so I can change my toddler” while pointing to my 2 year old. She literally says “no, not today.” Where’s the compassion? And if you blame corporate for the policies then shame on everyone for not telling a paying customer use the restroom for her TODDLER. They were also profiling a man online behind me - for what I don’t know - but he was clearly on line paying for whatever he was...