Old Navy

hello,
my concern is both a thank you and bad experience at the same time,

I saw face masks for sale on the old navy online website, I ordered 2 packages of 5 each so we could give some out our adult children and have a couple for ourselves, after about 2 months they finally arrived and after looking at the clear package found the masked to be for kids, when I looked at the receipt it also said for kids, I guess its possible I accidentally ordered them but when I saw the add I don't remember anything about it saying kids, anyway the receipt said all over the place NO RETURNS, I get that, no one wants to have used masks returned and I don't Blame them, but I made sure to keep the unopened masks inside the sealed plastic old Navy wrapping they arrived in and put them back in the shipping envelope, my wife and I went to the 2566 E Colonial Dr Orlando FL ·[protected] store on 07/02/20 at around 1pm and the young girl at the customer service counter walked my wife over to the adult masks and said pick what you like, after my wife pointed the ones she likes the Rep took them back to the counter and called over her manager to approve the equal value swap, the manager said the receipt say clearly NO RETURNS, my wife said we are 60 year old adults we cannot use them, she also explained that we waited over 2 months for an order that was supposed to take 10 to 13 days and asked for her to help or the $26.00 dollars would be a waist of money, again the manager grimaced and said NO Returns.

I called the old Navy customer service line and waited 2 hours for someone to answer, thank goodness for the rep and her manager because she did exactly the opposite of the manager at the store and said because she can see we are good longtime customers she would refund our money so we can go to the store and buy the correct masks.

I wasn't mad that it took 2 months to get the items, these are weird times, I was mad that it took 2 hours to get customer service to pick up.

I was mad that the manager of the store just said tough luck and sorry for your loss, policy is policy.
I can't chock that one up as weird times, I chock that up to I could care less if you are my customer.

ill buy the masks but I'm not sure if I will ever return to old navy if the in store management does not care about the customer.