Ken Moore of Ontario told Global News that he placed an online order with the US clothing retailer for around $ 60 on June 7.
A shipping email he received from Old Navy after placing the order said it would arrive by June 19.
When the package didn’t arrive, Moore said he tried to call Old Navy customer service twice before sending an email.
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” I sent them an email basically asking where my order was, ”he said.
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When not answered, Moore said he had tried to contact UPS to see if he could track the order using the number provided by Old Navy.
“I was talking to a nice guy from UPS, saying that right now they weren’t taking orders from the Old Navy because of a problem, so he couldn’t help me,” he said. . “It’s something that goes through Old Navy.”
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Global News contacted UPS to clarify what the problem was, but received no response at the time of publication.
Overall, Moore said the situation was “frustrating” and at this point, he would just like a refund.
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“It is a business where they are supposed to take care of customers,” he said. “I think right now my personal opinion is that they seem to be taking advantage of the COVID-19 situation and using it for poor service. “
And, it seems that Moore is not alone.
The company’s Facebook page was inundated with comments from other customers, detailing similar experiences.
“Horrible customer service !!!” a Facebook user wrote. “Don’t answer the phone or emails!” You billed me for purchases that are not shipped (sic.) … Or not? Nobody seems to know! ”
Another customer said they placed an order in May and were billed for the items, but the order has still not shipped.
“Customer service does not respond to emails, or answer calls after being put on hold for hours,” says the Facebook comment.
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Global News contacted Old Navy for comment, but had no response at the time of publication.
But a notice on the company’s website said that its shipping partners “are experiencing delays due to unusually high volume.”
“Your order may arrive after the original estimated delivery date,” said the message.
© 2020 Global News, a division of Corus Entertainment Inc.