Why Won’t Old Navy Exchange My Jeans That Won’t Fit?

If you go shopping on Black Friday at a clothing store, you should take the time to brave the fitting rooms, no matter how long the lines are. Nick learned this the hard way, buying three pairs of jeans for $15 each. He made it out of the store unscathed, but when he got home, found that the jeans didn’t fit. Boo. Oh, well, he can just take them back to the store and swap them for the correct size, right? Not so fast!

I went to Old Navy on Black Friday and purchased 3 pairs of jeans. Very excited that they were $15. I got home and tried them on and two of them fit perfectly but one did not. All three were marked as the same sizes. So today, had some time and I went back to the store to see if I could exchange the one pair (unworn, with tags and receipt) for one size larger. The cashier refused to exchange for the exact same wash & cut. They claimed that I could use the $15 I paid toward an exchange but pay the difference! I was very confused and told them I did not want to return the jeans, I only wanted to exchange them for the same product of a different size. They refused to do it.

Simply, I’m not paying $20 to EXCAHNGE my jeans for one size larger. I feel bad for all the people who have purchased gifts for their loved ones on Black Friday at Old Navy, if they don’t fit they expect you to pay the difference for full price. I find this completely unfair so I left with my original jeans not sure what to do with them, so I’m asking consumerist. By the way.. why don’t all the jeans my size at old navy fit me? 

Heck if I know. I’ve bought items that were as much as two dress sizes off my actual size at Old Navy, and that was a decade ago. If they’ve moved on to saying that men’s measurement-based sizes have no basis in reality, that doesn’t surprise me.

If this happens again in future, ask to talk to a manager. Now that the visit to the store is over, we’d recommend calling up Old Navy customer service to see whether this is a policy or just a rogue cashier. We contacted their PR department, and will let you know what their answer is.