I've been a longtime Old Navy customer, but after this experience, I won't be shopping here again. Old Navy has a serious problem with tracking delivered vs. missing packages, and their return/refund process is an absolute nightmare. I'm currently out nearly $300 of missing merchandise, and instead ...of helping, they've sent me in circles. Old Navy now routes missing-package claims through a third-party company called The Retail Equation (TRE) / Appriss Retail—and that company denied my claim without offering any explanation. When I tried to follow up, I was sent back to Old Navy's automated chat (which obviously couldn't help), and after finally reaching a live agent, I was told they couldn't assist me either. They pushed me right back to TRE/Appriss Retail, who then told me they couldn't overturn the denied claim and that I'd need to gather and submit additional documentation just to appeal it. So here I am, out hundreds of dollars, forced into a lengthy, confusing, and unnecessary process—when this should have been a simple missing-package resolution. Any money I "saved" by shopping at Old Navy is being lost through missing items and the time I now have to spend trying to get a refund. The moral of the story: shop somewhere else. Old Navy has made it clear they won't support their customers when things go wrong.