Old Navy review: Missing items from orders and missing packages

Recently, I have received packages that are open and have missing items. Also, I have had two separate occurrences where I never received my order that the UPS status says, 'waiting for pickup', and gives an updated delivery date for days later. This happened each time I check the order status. I am a rewards member and cardholder, so I get the free 3-5 business days shipping. I have been waiting fifteen days for my most recent order. When contacting UPS, they tell me to contact Old Navy. When contacting Old Navy customer service, I was told that I have to file a claim. When I completed the claim form, my claim was denied due to my retail history report. Apparently, this is the guide that they use before they will honor a customer's claim. It makes it seem as though I am lying about not receiving my items. But, contrary to that, each time that I order from Gap or Banana Republic, my orders arrive in a timely manner, and in much better shape than my Old Navy packages.