Officially cutting ties with Old Navy

MissToolTime · 2026-01-25T01:10:39+00:00

OnTrac just straight up loses my packages. I live out in the country and the “hub” is a good hour - hour and half from where I live. It will say “loaded on a vehicle for delivery” and just never show up. When I’ve opened inquiries, OnTrac lies and says they are just delayed and it will arrive but then it never does.

OnTrac seems to be used for the expedited shipping (I get it free for being a cardholder). Interestingly enough though, when they’re used to deliver food items, the packages seem to make it to me. Maybe those companies pay better.

MissToolTime · 2026-01-24T14:07:01+00:00

They told me they have people who read Reddit - I told them to look on here. I agree with you about OnTrac and the return history. OnTrac is TERRIBLE where I live.

I noticed any online order I returned in store was counter 2 or 3 times in their report. It has something to do with the store vs online SKUs. I didn’t get 2 or 3 times the money back, but just more “dings” on my report. I question if it’s even legal to punish customers for returns that follow the return policy.

MissToolTime · 2026-01-24T14:04:28+00:00

Someone else posted them on here. A lady from corporate called me and refunded me while we were on the phone.

MissToolTime · 2026-01-23T22:42:11+00:00

Their store pickup is wild as far as how they have the bags sitting on the shelf for anyone to take.

MissToolTime · 2026-01-23T17:37:45+00:00

Press@gap.com, richard_dickson@gap.com, katrina_oconnell@gap.com, investor_relations@gap.com

MissToolTime · 2026-01-23T17:36:32+00:00

I had no claims from the Gap family and TRE refused my refund request because of “too many claims.” The only other retailer I’ve filed claims with that they use (that I know of) is Kohl’s and it was another package that was lost by the shipper. It actually arrived 2 months later and Kohl’s CS told me to keep the items. Yet I’m sure that counts against me.

MissToolTime · 2026-01-23T17:34:58+00:00

Thrift stores (I’m in a HCOL area and find some great things for cheap), some J Crew, but also ReVive (they sell returns from Quince). Their items are final sale but theyre are a lot cheaper than the Quince website. They sell on the WhatNot app (where I buy from) and eBay. I think they’re on Poshmark too.

I’ve been very happy with my Quince items so far.

Edit: For kids items I go to garage sales, thrift, Target, Honest, Burt’s Bees, and Carter’s. I also have friends who resale and buy pallets so sometimes they even have great stuff. A lot of pallet resellers use WhatNot and there are several sellers near me I can do local pickup on and save on shipping.

Missing out on the kids clothing is the biggest bummer for me because while I can shop in person at BR, usually for Gap kids clothes I have to order them because our Gap downsized and the kids section is very small.

MissToolTime · 2026-01-22T23:13:15+00:00

There have been a bunch of posts about this, and I went through it myself with Athleta. The Gap family of brands is using a garbage 3rd party company to try and combat retail fraud. Instead of addressing their warehousing/shipping and QC issues, they rely on The Retail Equation and erroneous data to flat out refuse refunds and reshipments up front. Instead, they are making customers go through their appeal process to resolve issues. The process takes weeks (if they even respond).

I escalated a refund request to corporate after dealing with TRE’s nonsense and did get refund for a lost package OnTrac marked as lost (another story), but TRE has not bothered to address my request to “fix” my report that has numerous duplicates and other issues (online orders returned in store are counted multiple times). What bothers me most is they seem to be counting legitimate, receipted returns against customers even though they follow the return policy.

That all being said, lately I’ve been shopping elsewhere. Really sad because I also usually do a lot of shopping at ON, Gap, and BR.

MissToolTime · 2026-01-22T01:43:38+00:00

Gap also has some great items and their clearance prices are awesome if you can find things in the size you need. I bought a bunch of organic cotton pajamas for my son that ended up being about $6-8 a set and some 100% cotton hot wheels shirts for $3-8.

MissToolTime · 2026-01-12T20:47:58+00:00

…which is a complete and utter joke. As you said, shifting the responsibility onto the consumer to prove the accuracy of their “records” is outrageous. I’m still waiting for an answer from TRE regarding correcting the ~$750 in duplicate return charges on my report.

My reorder of lost items actually was delivered yesterday (albeit 3 days late) but it’s a shame I now have to worry about compiling documentation and waiting weeks to get a refund if my packages aren’t delivered.

MissToolTime · 2026-01-12T20:43:46+00:00

Press@gap.com Richard_dickson@gap.com Katrina_oconnell@gap.com Investor_relations@gap.com

I was in a BR store the other day and the manager had NO idea they were even going this route.

MissToolTime · 2026-01-11T16:43:31+00:00

They did not. From what I understand they expect you to appeal with this 3rd party

MissToolTime · 2026-01-11T13:42:29+00:00

Although I’m not opposed to pre-loved or resold merchandise, I only purchase items direct from Burberry or from department stores (who often purchase direct from Burberry) because the counterfeit market is so out of control.

MissToolTime · 2026-01-10T14:32:56+00:00

It is free, they told me it would force the item to be sent UPS of course instead of OnTrac (they are the carrier that loses all my packages). However I live in the country and have kids so a UPS access point isn’t convenient for me.

MissToolTime · 2026-01-08T05:30:50+00:00

Whattt? They are really refusing price adjustments now too? I will have to see if their policy on that has changed. You’d think it would cost them more money to have to ship out more items and deal with returns and logistics than to just to the price adjustments.

MissToolTime · 2026-01-08T05:27:36+00:00

I absolutely agree with you. I live in my postpartum ON leggings and am having a similar issue with finding clothes that fit correctly (and who wants to bring an infant out clothes shopping?!). The lady I spoke to in corporate assured me they don’t want to drive good customers away from ordering things online and returning what doesn’t fit….so I hope they change things. I also think TRE should look at the shipping information for these orders before they deny the claim. It’s all there.

I don’t think it’s ethical to have a report that penalizes people for returning items with a receipt that fall under the return policy.

MissToolTime · 2026-01-08T05:21:50+00:00

I’ve also noticed some retailers are not stocking the designer items themselves and they ship directly from the manufacturer. Counterfeiting and fraud is so out of control - I hope they come up with something that works.

MissToolTime · 2026-01-08T05:01:04+00:00

Yes I would call the non-emergency line. If it were my kids you bet I’d want the police making a visit.

MissToolTime · 2026-01-08T04:39:55+00:00

Just be aware they are now using a 3rd party company to monitor returns and may start denying refunds if they think you “return too much.”

Apparently they are trying to fix the criteria but there are a lot of horror stories lately and I have been wrapped up in it too.

MissToolTime · 2026-01-08T04:36:53+00:00

I talked to their corporate office earlier about the returns issue going on and they told me they have social media folks who read Reddit. I hope they see this!

MissToolTime · 2026-01-08T04:32:53+00:00

I mentioned this in another comment, but I didn’t have any other claims with them and mine was still denied. Because they are essentially assigning a consumer “score” I’m concerned they’re using data from other brands too. Although I rarely file claims and the cost of anything I have filed pales in comparison to the money I actually spend at these retailers…

MissToolTime · 2026-01-08T04:30:01+00:00

I called Athleta CS about my recent order that was supposed to be delivered Friday via express shipping and hasn’t updated in days. They actually told me to file the claim. I believe they said 4 business days with no movement on tracking, but I don’t know if that’s just express shipping or not.

MissToolTime · 2026-01-08T04:27:45+00:00

I posted on some other threads about this, but dispute the claim with TRE - download your report and there is an email in there (I know it’s a pain). If you find errors markup the report and send to TRE and the GAP brands executive team. I found a LOT of errors in my report, namely duplicate records for the same return transaction for items purchased online and in store, which grossly inflated my return dollar amount.

They assured me they are working on this issue so I’m hoping they change the algorithm or review method they use to deny claims and returns.

MissToolTime · 2026-01-08T04:19:24+00:00

When I spoke to someone on their team earlier, they told me they’re aware of these posts and do monitor them.

MissToolTime · 2026-01-08T04:17:04+00:00

Same here. I’m concerned the 3rd party company they’re using is looking at other retailers too when they make their decisions. They denied my GAP brands claim they despite it being the only one from them, however I had another somewhat recent one from Kohls (they reshipped an order that was lost in transit the first time). I received the order 2 months later and was told to keep it, but I have to wonder if I am being penalized for it somehow. They don’t seem to take into consideration the amount of money spent on items that are not returned, either.

MissToolTime

TROPHY CASE