Complaints

This profile includes complaints for Gap, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gap, Inc.

  2 Folsom Street San Francisco, CA 94105

• 

  Gap, Inc.

  140 Towne Center Cir Sanford, FL 32771-7408

• 

  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

• 

  Gap Inc.

  424 Outlet Center Dr # 426 Queenstown, MD 21658-1610

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  Gap, Inc.

  648-3147 Douglas St Victoria, BC V8Z 6E3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 pairs of pants on April 5, 2025 Order#1LPYNR3. I returned 2 pairs of pants via *** tracking # 1Z574E3W9018075616 which arrived on April 24th to Gap, *** Direct Returns. I have called about my refund multiple times ************. Every time I speak to someone they tell me that I will receive a $280 refund on my credit card in 10 business days. The last person I spoke to a 10 days ago said that I had accidentally been issued a credit on a gift card, but that it would be reissued to my credit card.I still have not received my refund.

  Business Response

  Date: 06/21/2025

  RE: Better Business Bureau Case 23467511
  
  Dear ********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  At Banana Republic, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  Please know we want all of our customers to have a pleasant and seamless shopping experience and we're sorry to hear that you have not received a refund due to it being incorrectly issued to an E-Gift card. We have reviewed your account and see that on 6/10 the E-Gift card was devalued, and the refund was issued back to the original form of payment in the amount of $302.96. Please allow up to 10 business days for the refund to be posted back to your account. We appreciate the opportunity to help! 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

  Customer Answer

  Date: 06/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have verified that the refund has been received. I am grateful for the BBB.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently placed an order with ******** online. When I received my package on 6/6/2025, 2 of the 7 items we ordered were missing. I filled out their online form to submit the missing items, and within an hour I had an email rejecting my claim. I reached out to them via chat and phone call, and the **** just told me my claim was denied, they couldn't tell me why, and that there was nothing they could for me. I am not the only person they've done this to. The *** I spoke to on the phone told me she gets many calls like this. I find it insane to not get everything we ordered, but they keep our money. This is stealing, plain and simple.

  Business Response

  Date: 06/11/2025

  RE: Better Business Bureau Case 23446006
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  We want all our customers to be satisfied with their purchases from ********* and we're sorry to hear that you never received some of your items from order 1MDYXK1. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 items from The Gap. The total amount is $51.35. The Gap hired ****** as its delivery service. ****** alleges they delivered the package to "********, **". I live in ***********, **. I never received my package.I requested a photo of the package delivered to a porch and ****** has refused to provide one. I tried to resolve the issue with The Gap. They said OnTrac delivered the items. I tried to resolve this directly with OnTrac, and they allege they delivered the package to ********, ** and they "closed" their investigation.

  Business Response

  Date: 06/13/2025

  RE: Better Business Bureau Case 23438864
   
   
  Dear *****,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from Gap, and we're sorry to hear that you did not receive the package for order 1MBG8GS. We have researched the tracking history and do see that the carrier has indicated the package was delivered correctly. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.  
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online order on 3 29 2025. I received all the order except 3 Dresses. I placed another order for 2 of the dresses and returned the ballon dress that I order in two different color. But didn't receive one of them . I sent over a request to receive a refund and not even 24 hours later the response was they are not refunding me for the items I didn't receive. I am working with the credit card ro dispute the charge for the 3 Dresses that I did not receive .I'm not asking for the full refund from that order ,only doe the items that I didn't received. They didn't even try to see what the correct weight would have been if all 10 items would have been I'm the bag.

  Business Response

  Date: 06/11/2025

  RE: Better Business Bureau Case 86273315
  
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received three dresses from order 1LN3JSB. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Missing Package. Would like a resolution asap. I am writing about an order I did not receive. I am being told that the order was delivered to my address and that I should have received a picture at the time it was delivered which I did not. I have looked around my residence and spoken with family members and all of them have said that they did not get it. There isnt even a delivery photo for the package, it just says it was delivered at Customer but there was never even a KNOCK at the door. I completely understand that due to policy options are limited as delivery confirmation exists, but I find it absurd that I was charged for an item I did not receive. I would like for a full refund to be processed asap.

  Business Response

  Date: 06/11/2025

  RE: Better Business Bureau Case 23427898
   
   
  Dear ******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from ********* and we're sorry to hear that you did not receive the package reflected as delivered for order 1M98GCQ. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.  
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello - This is regarding order ID *******. I filed a claim as the package with the 2 pairs of toddler jeans came empty. My claim was denied. I wanted to inquire on how I can be refunded before proceeding with a dispute. I spoke to Afterpay and they recommmended I reach out one more time before they pull the funds back.

  Business Response

  Date: 06/10/2025

  RE: Better Business Bureau Case 23413510
  
  Dear ******,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At ********, we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  We want all our customers to be satisfied with their purchases from ********* and we're sorry to hear that you never received some of your items from order 1MB2R51. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The Better Business Bureau

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23413510
  
  I am rejecting this response because:

  My package was not missing.  This was an error by the retailer and they need to take accountability  

   

  Business Response

  Date: 06/18/2025

  RE: Better Business Bureau Case 23413510
  
  Dear ******,
  
  Thank you for your reply. We see that the full order, 1MB2R51, has been refunded with $84 refunded on May 30th and $63.16 refunded on June 11th. Both refund amounts will post to payment method used for the order within 7-10 business days of the refund dates.
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at ************** ***************). We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm missing an item and need it refunded from my order. My order # is 1MB3667. The vegan suede bomber was missing and they just neglected any type of resolution.

  Business Response

  Date: 06/10/2025

  RE: Better Business Bureau Case 23410901
   
   
  Dear Seungny,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Banana Republic, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  We want all our customers to be satisfied with their purchases from Banana Republic Factory, and we're sorry to hear that you never received all of your items from order 1MB3667. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied, we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.  
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I only received part of my order, and the company will not resolve the issue. I did not receive the *********** Midi Dress, Ruffle-Trim Mixed Material Top, or the Flip-Flop Sandals in Polka Dot. ******** has refused to refund the $22.97 for the items that were never shipped to me because they claim that the package, which was delivered to me, weighing only 2.60 pounds, contained all of my items.

  Business Response

  Date: 06/10/2025

  RE: Better Business Bureau Case 23409964
  
  
  Dear Crystal,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to be available and accommodating to our customers, and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help. 
  
  We want all our customers to be satisfied with their purchases from ********, and we're sorry to hear that you never received all of your items from order 1M925B5. We aren't able to assist customers with package claims through this platform. To speak to someone about the claim, you would need to call our *************************** at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays. If your claim was denied we recommend disputing the charge with your bank so an investigation can be opened. In the meantime, we will make sure your comments are shared with the appropriate leaders.
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at ************** ***************).  We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************
   

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a **** pants for my son from gap.Because I live in *********** its normal to have items shipped to a us address. Paid customs to clear it only to receive it was an alarm tag at the base of the leg pants and I cant get it off. Contacted an agent only to be told it cant be refunded. I cant return it because its going to cost me more.

  Business Response

  Date: 06/07/2025

  RE: Better Business Bureau Case 23404943
   
   
  Dear *******,
   
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
   
  Please know we want all of our customers to have a pleasant and seamless shopping experience with us and we're truly sorry to see that the Kids Original Straight Jeans from order 1M8K3MY arrived with a sensor attached and we regret any disappointment caused. In an instance such as this, it is necessary to either visit a local store location with your shipping confirmation email to have the sensor removed or to return the item for a refund through the use of our interactive returns process on our site. As a one-time courtesy, we have issued a refund of the jeans and that $29.85 refund will post to the payment method used within 7-10 business days. 
   
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
   
  Sincerely,
   
   
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 5/23 and paid extra for an expedited delivery on 5/30. On 5/30, there was no delivery and it was updated to Monday I contacted Gap and was told they could get the package to myself by 5/31 @7am. That didnt happen I called back and was told they would call be back to see if I could drive 1.5hrs away to pick up the package somewhere at ****; I never received a call back. I called back and spoke with a supervisor to put in a claim and give a $20 discount for the inconvenience, how ridiculous! But I cant process the claim until 3 days after delivery. Im on vacation where the clothes should have been delivered and I will be long gone with no way to get the clothes or validate delivery, GAP THIS IS UNACCEPTABLE!

  Business Response

  Date: 06/07/2025

  RE: Better Business Bureau Case 23403839
  
  
  Dear ********,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau. At Gap, we strive to be available and accommodating to our customers and are disappointed that you felt the need to reach out to a third party in pursuit of a resolution. We are glad to have the opportunity to see if we can help.
  
  We always want our customers to enjoy an easy, seamless shopping experience with us and we're sorry to hear that you did not receive order 1MVNTVB. While we regret any disappointment caused, we are glad to see that the full order has been refunded, with credits of $18.43, issued May 30th, $106.10 issued June 5th and the remaining $73.14 refunded on June 6th. Those refund amounts will post to the method of payment used for the order within 7-10 business days, though the actual timeframe is determined by the servicer of the account. 
  
  Thank you again for sharing your concerns. If we may be of further assistance, please contact us at **************. We are available Monday through Friday from 9:00 am to 9:00 pm and Saturday from 10:00 am to 8:00 pm Eastern Time. Please reference case number ******** for a seamless experience.
  
  Sincerely,
  
  
  ******
  Gap, Inc. Customer Relations
  
  cc: The **********************