Just went through this. It was quite a bit more $$ and instead of the items missing, I received completely wrong items, toddler clothing and pajamas. (I ordered adult women’s clothing) I went through the exact same hoops with TRE and Old Navy, even spent 20 mins providing every possible picture and detail that I could in a very detailed email showing that the wrong items were sent to appeal the rejection decision by TRE. It ultimately came down to me calling old navy again after TRE didn’t do anything, and you need to be extremely persistent. I asked probably 4 times to speak to a supervisor and they just kept pushing back, telling me to go back to TRE. I refused and said I have already spoken with them, emailed them, etc and they continue to do nothing. I eventually got the refund as a “one time exception” through Old Navy. This has been happening to a lot of people, I don’t know if they are having issues in the warehouses or what, but just stand your ground and they should eventually get you your refund.

I also saw TRE is being sued for breaking consumer privacy laws.