1 /5 K R: Ive been a loyal customer to my local Old Navy at Cordova Mall in Pensacola, FL for years. Ive literally spent thousands of dollars both in store and online. Ive never had an issue in the store, until yesterday. I was there to return a few items from an online order. I waited in line a long time, and mustve zoned out, because the people behind me told me I was being called to a register. They were rude about it, one lady rolled her eyes at me. The young man at the register had said "maam", apparently, to get my attention. Im sorry, but there was A LOT of background noise, and hearing a young man barely squeak out one word..."maam", was not the way to get ones attention. How about the "I CAN TAKE THE NEXT PERSON AT THIS REGISTER??? I wouldve heard that. Not a barely audible Maam. Sorry, Im not from the SOUTH and everyone from the Midwest knows being called maam is actually an insult if you are under 70 years old. So, I was already HUMILIATED when I approached the register. And the young African American man, (cashier # 3458374) kept giving me these WEIRD looks that made me feel uncomfortable. So I said I had a return, and I layed the blue Old Navy bag that the items were mailed to me in on the table and pulled out the 4 items to be returned, which were still in their clear plastic bags, while he just watched me, giving me weird looks still...and he said, "I need your receipt". I informed him that online orders dont get receipts, that my "receipt" is on my app on my phone. So I tried to pull that up, but my phone had bad service inside Cordova Mall. He tried scanning the outside of the bag, but apparently that didnt work, then he asked me to put my phone number in to the keypad, which I did, then it asked for my SOCIAL SECURITY NUMBER, which I refused to give. Im not giving out that number for what is supposed to be a simple return. Then an older African American woman approached the register to help the young man. She asked for my receipt AGAIN and I said "here is my online transaction", which had finally come up on my phone, BUT NEITHER OF THEM WERE INTERESTED IN MY ONLINE RECEIPT. THEY COMPLETELY IGNORED ME. Then she asked for my phone number, and I said, "Im not giving out my social security number", and she said VERY RUDLEY WITH ATTITUDE, "I DIDNT ASK FOR YOU SOCIAL SECURITY NUMBER LADY". I was startled and upset by her attitude, and I informed her that I had already given the young man my phone number and the register wanted my social security number, which they were not getting. THEN she took my Old Navy card and started scanning the items I was trying to return. So now, Im probably going to be charged for the items AGAIN. Then, she said lets try another register, and what do you know...I was given a refund! But when I left the store, I looked at my receipt and was missing an item for the refund! So I had to go back in and suffer through more humiliation to get my rightful refund, and endure more weird looks from this young man. Im done with Old Navy. Youve lost a high volume, repeat buyer because of the incompetent, and BIASED behavior of 2 of your employees. Date:7/6/25
Trans:5108 Reg:405 Cashier:3458374 Store:05162
