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I personally love Old Navy. There were times that I questioned the quality of some of the clothes but you get what you pay for. Other times quality is spot on. I have ordered several times online and sent items back (free return shipping) which many store do not offer. They refund my card quickly, absolutely no issues. I bought a jacket in store and realized when I got home that a button was missing. I took it back the next day . They didn't have another in my size so they refunded my purchase then ordered me a new one online. I was given the same discount that I used on my original purchase so it ended up being a wash. Plus I got free shipping bc it was ordered from their store (apparently if they don't carry something in your size they will order it online and ship it for free directly to your house with no shipping charge!!). My jacket arrived three days later. In my experience if you are nice and polite to the employees they will do whatever they can to help you out. It also helps to inform yourself of store policies before purchasing items so you don't get disappointed when the rules don't apply to your situation.