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Business Profile

Clothing

Gap, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Important information

  • Customer Complaint:

    BBB’s business profile for Gap Inc. was created in May 1996. A review of complaints was completed in December 2024.

    For information on your online order, please visit Get the Status of Your Order and GAP Customer Service.

    If you need additional assistance, please contact GAP at Contact Us.

     

Complaints

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

Find a Location

Gap, Inc. has 626 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • 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

    • The Gap

      10000 Coors Bypass NW Ste 3003 Albuquerque, NM 87114-4040

    • Gap Inc.

      7000 Arundel Mills Cir Ste 449 Hanover, MD 21076-1380

    Customer Complaints Summary

    • 1,171 total complaints in the last 3 years.
    • 442 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2025

      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.
      On April 12, 2025 , I placed an order for clothes with ******** online for $409.65 and paid using Afterpay. The order included 16 items. According to the tracking information and order status on ********s website, the package was marked as delivered on April 14, 2025 but only 7 of the items were received and included 1 item I did not not order, while 9 of the items from my order are missing, it states on the website and email saying it was delivered. I submitted a missing items claim on ********s website, but it was denied without explanation. I then contacted their customer service by phone. The representative said they could not assist me and told me to file a claim with Afterpay instead. I followed their advice, but Afterpay also denied the ******** this point, I have paid for merchandise that I never received, and neither ******** nor Afterpay is taking responsibility. I have documentation of my order, tracking details, and a list of missing items.

      Business Response

      Date: 04/26/2025

      RE: Better Business Bureau Case 23240978


      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 all of your items from order 1LRQ9PX. 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:04/22/2025

      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.
      Placed an online order on or around April 18th. 1LT85Y7 Order number. Order was to be delivered in 2 packages both on the same date of 4/21. I received 1 package but not the other. 911 recently updated our address and some delivery companies have been having issues finding the address. I received no calls asking about the location of my home. I contacted Gap Factory and advised of missing package. I was told they were very sorry and no problem. Was advised I could be refunded after a claim was filed. Same day 4/21 I filed the claim that was sent to my email. I was told a day later via email no refund would be issued. There was no explanation or offer to resend the items. Why should I be out almost $100 when the courier service Gap Factory retains does not properly deliver my package. There was also no proof provided on the tracking to affirm package was delivered or if it was misdelivered to a different address I may have been able to recover it. But there was nothing. I would like a refund and an apology. ******** customer service for a company that is supposed to value their customers.

      Business Response

      Date: 04/26/2025

      RE: Better Business Bureau Case 23238766


      Dear *******,

      We are writing in response to your recent complaint filed with The Better Business Bureau.  At Gap Factory, 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 did not receive your package. We have reviewed your order and show that a refund of $49.23 was issued on 4/22/25 for the initial claim submitted. We show a second claim submitted for another item that was denied. If this item was part of the same package and was not submitted with the original claim, you will need to contact our Customer Support team for further assistance.  ******************************* at **************. They are available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. Closed on Sundays

      Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-844-GFS-ONLINE ***************).  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:04/22/2025

      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.
      Dear BBB, *** NAVY is committing fraud on peoples accounts. My husband and I ordered clothes for our kids and us on Monday April 14th at 12 noon and then at 9:35pm we ended up getting an email saying our order was cancelled and did not provide no explanation. They took $366.47 for our Chequing account off our **** debit and never returned it. It has been 8 days and 6 business days and no money has been returned back to us for cancelling our order. We called had been given the run around from customer service **** and no on is helping us. Checked and found this have done this to order Canadians as well. They cancelled their order and never returned they money back. I have dealt many order companies and never had this type of crooked issue which happening to people everyday and *** Navy needs to held accountable for their actions. I want our money returned they stole on April 14th,2025. Spoke to 5 different **** and each have given different responses.

      Business Response

      Date: 04/24/2025

      RE: Better Business Bureau Case 23235360
       
       
      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.
       
      Please know we want all of our customers to have a pleasant and seamless shopping experience with us and we regret seeing there was an issue encountered during the verification process for your recent order, 1LSHQJY. While it will be necessary for you to speak directly with our Customer Support team for details on the issue encountered, we can share that the authorization submitted for the order will be removed from the payment method used for the order within 7-10 business days, though that actual timeframe is determined by the servicer of the account. If you would like to speak to an agent in regard to the verification process completed for this order, please give the team a call at **************. If you are calling from outside of the ***** you would call **************. Customer Support is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday.

      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: 04/24/2025

       
      Complaint: 23235360

      I am rejecting this response because: It is April 24th and placed the order April 14th. I have called my bank and said their is a issue on your end and it is not coming through as a reversal and still shows as a charge on our **** DEBIT not Credit Card but **** DEBIT. It is not coming up as a authorization but a confirmed charged for a order which was cancelled by YOUR VERIFICATION TEAM when everything was correctly entered from our end. How is this fair to a customer to have their fund held HOSTAGE for  more then 7-10 business days. Should be a quick REVERSAL back to the customers account. If you check REDDIT FORUM this is happening to **** of customer in **********************. You charge them on their **** DEBIT and cancel their order with no explanation and keep their funds held for more 10 business days. THIS IS FRAUD on your companies end and need to fix your system. GO CHECK ****** all the complaint in regards to this practice. Please release our funds we have no product, you cancelled it with no explanation and now APRIL 24th and we still do not have $366.47 of our hard earned money your company stole from hard working Canadians. Please check your authorization system and you still something is wrong. Our bank is one of the top banks in Canada CIBC and knows what they are doing and talking about when they say your system is the issue.

       

      Please give us our $366.45 back on our **** DEBIT chequing account. Until then we will not except any other offers. 

      Sincerely,

      ****** ******

      Business Response

      Date: 05/07/2025

      RE: Better Business Bureau Case 23235360
       
       
      Dear ******,
       
      Thank you for your reply. We're truly sorry for any frustration and we have documented your experience. Please know that we do not have the ability to assist through this platform with missing credits and you must contact our **************************** You may call them at **************.  Customer Support is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. We appreciate your understanding! 

      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:04/19/2025

      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.
      On April 16th, 2025 I placed an order online at the GAP Canada. On April 19th, 2025 I got a notification email saying I received my package but the photo proof shows another location than my apartment. Contacted GAP and one ***** online said they could issue a refund but the chat got cut off due to lost connection. The second ***** is refusing the issue the refund and wants me to wait 2 weeks before calling back and getting the refund. We have photo proof that shows that the package was delivered to the wrong address and gap wont even help me to ship another order with the stuff I paid for without having to pay TWICE and they wont issue a refund and telling me to call back in two weeks

      Business Response

      Date: 04/22/2025

      RE: Better Business Bureau Case 23226711

      Dear Katya,

      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 and we're sorry to hear that you did not receive your order. We have issued a refund in the amount of $1001.80. Please allow up to 10 business days for the refund to post to your account. If you would like to reorder the items, we'd be happy to match the promotional price paid and waive the standard shipping fee. Just send us the new order number once it has been placed.

      Thank you again for sharing your concerns. If we may be of further assistance, please contact us at 1-800-GAP-STYLE ***************). 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: 04/24/2025

      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:04/17/2025

      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.
      On April 4, 2025, I placed an online order with ******** (Order Number: 1LPX11P). On April 11, 2025, at 2:56 PM, I received a notification that my package had been delivered. However, I found no package on my porch. Later that same day, at 3:09 PM, I received a notification from *** indicating that my package was en route. Then at 4:34 PM, I received another notification stating that my package had been delivered to my mailbox. Despite this, I checked and found no package.On April 14, 2025, I again checked my mailbox and still did not find the package. I submitted a claim to ******** with the claim number F8604RJK73PQ, and they responded that they would investigate the matter. On April 15, 2025, I was informed that no refund would be issued. I never received the package, and the tracking information changed twice. Despite my efforts, ******** has declined to resend the items or issue a refund.I would greatly appreciate any assistance you can provide in resolving this issue.

      Business Response

      Date: 04/19/2025

      RE: Better Business Bureau Case 23219745
       
       
      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 that reflects as delivered from order 1LPX11P. 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. 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:04/17/2025

      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.
      To Whom It May Concern,Im unfortunately left with no choice but to seek assistance through the BBB, as my attempts to resolve this matter directly have been unsuccessful.Calls to the company are being routed to customer service representatives outside the ***** and Ive encountered repeated difficulties including individuals who do not understand my request and have even hung up on me when I asked to speak with someone based in the ************************* concern is simple: I am trying to understand why Im continuing to receive emails at an address I no longer use. Once I hear back from the business, I will gladly provide the incorrect email address so they can take appropriate action.Thank you for your time and assistance.

      Business Response

      Date: 04/19/2025

      RE: Better Business Bureau Case 23217603
       
       
      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 experience with us and we regret hearing of the difficulty encountered when requesting your email address be unsubscribed. We are happy to escalate the request to ensure your email address is removed from our promotional emails. We will require the email address that you would like removed and hope that you'll feel free to give us a call at the phone number below or chat with us here, **********************, with that information so that we may further your request. 
       
      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:04/16/2025

      Type:Sales and Advertising 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 keep having issues with this company. I had a huge order from October 22nd and it was shipped in a flimsy box that was broken and missing items. Pictures were provided and my claim was denied! Since then it has just gotten worse. With items missing from packages and claims continues to be denied. This is absolutely unacceptable!

      Business Response

      Date: 04/19/2025

      RE: Better Business Bureau Case 23213462
       
       
      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.
       
      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 1LWP5CK. We aren't able to assist customers with package claims and cannot overturn a denied claim 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. 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 **********************

      Customer Answer

      Date: 04/19/2025

       
      Complaint: 23213462

      I am rejecting this response because: it is unacceptable to have a customer file a chargeback to their credit card when the error is on behalf of the business and their inadequate hiring practices. There are hundreds if not thousands of complaints online from people saying the same and similar things about their packages. The business does not want to take accountability for their errors. 

      Sincerely,

      ***** *************

      Business Response

      Date: 04/26/2025

      RE: Better Business Bureau Case 23213462
       
       
      Dear *****,
       
      Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we really appreciate your help in this way as well as your time and understanding!    
       
      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: 04/28/2025

       
      Complaint: 23213462

      I am rejecting this response because: they literally copy and pasted their response telling the customer to make a fraudulent police report and/or to make a fraudulent dispute with a credit card company. 

      Sincerely,

      ***** *************
    • Initial Complaint

      Date:04/15/2025

      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 placed an order at ************************************************************************************************** on April 6, 2025, with an order # 1LQ90TS. A total of 14 items are in this order. The order was delivered to me in two separate packages, with package 1 containing 13 items, and package 2 containing 1 item. Both packages were delivered to my home address at **************************************** on April 10. However, on the day of the delivery, I checked the packages and found one item was missing (Modern ***************************** 42 Regular, Charcoal, with a price of $84.98). I called the customer service on that day. I was told that they noticed the missing item and asked me to fill out a form online to report the missing item and they would resolve my issue. Following the instruction, I filled out a form to report the missing item on April 10. However, after one day, I received an email telling me that my request was denied. I contacted the customer service again on Friday night April 11, and I was told that they couldn't help at all and asked me to contact their research team at ************** saying their research team will do further investigation. The research team only works Mon. - Fri. Waiting till Monday April 14, I called research team, and I was immediately told that I need to call my bank to dispute. This is a very unreasonable request since Banana Republic didn't send me my order item. I am writing to request for your help to get my refund back from Banana Republic on this missing item.

      Business Response

      Date: 04/19/2025

      RE: Better Business Bureau Case 23205264
       
       
      Dear Jinzhong,
       
      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 did not receive one of the items from order 1LQ90TS. We are truly unable to overturn a denied claim 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. 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 **********************

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23205264

      I am rejecting this response because:
      I have done whatever the response described. I called customer service and they ************************ turned me down and asked me to file dispute through my bank. This is simply an error made by the business because they didnt pack all items I ordered. Why did the investigation have to be initiated through a bank dispute? Obviously the business didnt show any sincerity to investigate the issue. And even if I file dispute through my bank, after two months without doing anything, they can still easily deny my claim. They should take the action immediately.


      Sincerely,

      ******** ****

      Business Response

      Date: 04/26/2025

      RE: Better Business Bureau Case 23205264
       
       
      Dear Jinzhong,
       
      Thank you for your reply. We recognize that this process may not be ideal for all customers, and we will also make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement and we appreciate your help and understanding in this. We truly do need to have you file a dispute with your bank for any items you did not receive.
                
       
      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: 04/28/2025

       
      Complaint: 23205264

      I am rejecting this response because:

      I have filed a dispute through my bank. I need to keep this complaint open until I receive the resolution from my bank to make sure the company do the right thing.

      Sincerely,

      ******** ****

    • Initial Complaint

      Date:04/14/2025

      Type:Sales and Advertising 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 with ******** on February 17, 2025 that was delivered on February 24, 2025. I had items in the order that I wanted to return. However, on February 20, 2025, the items were showing as being outside of the return window on their site. Therefore, I did not return them. I had another order that had the same issue that was ordered a few days later. However, I reviewed the return policy and it stated that shipped items were eligible for return for 30 days after delivery. I returned the items from the second order. However, at that point, I was outside of the 30 days shipped window to return items from the first order. I immediately filed a complaint with the company and was assured that some would call be regarding the matter. I never received a call back. I have since called several times regarding this matter only to be told that the concern was logged and someone would call me within 24 hours. However, I have not received a call yet. I feel as though ******** is engaging in deceptive business practices. I am being forced to pay for items that I should have been able to return. However, they listed an incorrect return statement in my account and I was negatively impacted. I am sure there are other customers that have fallen victim to this same issue and they may not even be aware. The items should have been eligible to be returned to the store on March 20, 2025 because the date was inside of the 30 day return window from the date of shipping. However, the items were listed as outside of the return window incorrectly in my account on the ******** site and I have suffered monetary damages because of it. I have attached a screen shot of the statement showing on my account when I checked it.

      Business Response

      Date: 04/19/2025

      RE: Better Business Bureau Case 23202328
       
       
      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.
       
      Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing this was not your experience with your return request for order 1LBY6H9. While we do see that you contacted us March 30th in regard to wanting to make a return on the order, based on the February 24th delivery date for the order, the items would have needed to either be returned in store or mailed by to be received by March 26th to be within the 30-day return timeframe. As a one-time courtesy, we're happy to email you a prepaid mailing label to use to send new and unused items from order 1LBY6H9 back for return as a courtesy late return exception. The prepaid mailing label will arrive shortly via email and the return will be processed within 15 business days of the date the package is mailed back to us.
       
      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: 04/19/2025

      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 look forward to receiving the prepaid shipping label as outlined in the response to my complaint.  

      Sincerely,

      ****** *******

      Customer Answer

      Date: 05/15/2025

      I filed a complaint against Gap *** regarding a return. They responded to the complaint and indicated that they would send me a return label and accept the items for a full refund. However, they have never followed through on their promise to send the return label. I have copied the response I received from them below. I would like assistance to have the company stand behind the resolution promised and send the return label. RE: Better Business Bureau Case ******** 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. Please know we want all of our customers to have a pleasant and seamless shopping experience, and we regret hearing this was not your experience with your return request for order 1LBY6H9. While we do see that you contacted us March 30th in regard to wanting to make a return on the order, based on the February 24th delivery date for the order, the items would have needed to either be returned in store or mailed by to be received by March 26th to be within the 30-day return timeframe. As a one-time courtesy, we're happy to email you a prepaid mailing label to use to send new and unused items from order 1LBY6H9 back for return as a courtesy late return exception. The prepaid mailing label will arrive shortly via email and the return will be processed within 15 business days of the date the package is mailed back to us. 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

      Business Response

      Date: 05/21/2025

      RE: Better Business Bureau Case 23202328


      Dear ******,

      Thank you for your reply. Please know that in the future, if you do not receive the return label within 24 hours, we ask you to contact us immediately to get it reissued. Since an additional 30 days have passed, we can no longer refund to the original form of payment and the refund will be issued in the form of an e-gift card. We have emailed you a new return label. The prepaid mailing label will arrive shortly via email and the return will be processed within 15 business days of the date the package is mailed back to us.

      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:04/14/2025

      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.
      On April 11, I placed an order with Gap (Order #1LRFCYK), using Gap Rewards I had earned as a longtime credit card holder (15+ years). My order arrived extremely quickly--the very next day. However, one itema small watermelon purse meant to be a birthday gift for my daughterwas missing from the package.I followed the proper procedure and filed a claim. I was passed between three different customer service representatives, all of whom denied the claim, citing that the package weighed what it should have. This logic is absurdjust because the package had the expected weight doesnt mean it contained every item. The purse simply was not in the box.Because I used Rewards to pay, I cant dispute the charge with my bank. The value has been taken from me with no resolution. I also attempted to escalate the issue via Gaps customer service email. I received an automated response stating that the address is unmonitoredanother dead end.This is not the first time this has happened to me with Gap, but it is the first time they have refused to help. Worse, Ive discovered this is a common experience, with similar complaints posted on public forums and Reddit. It seems Gaps quality assurance issues are becoming the customers burden, which is *************** not just upset about the missing itemIm upset about the principle. Their customer service has wasted my time, denied responsibility, and offered no path to resolution. As a loyal customer, Im appalled.Desired Resolution:I am requesting one of the following:Resend the missing item, or Restore the Rewards points used for the purchase.Either resolution would be acceptable. Ignoring the issue and offering excuses is not.

      Business Response

      Date: 04/17/2025

      RE: Better Business Bureau Case 23201118
       
       
      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 never received all of your items from order 1LRFCYK. We aren't able to overturn a denied claim through this platform and recommend contacting our *************************** at ************** to speak to someone directly about the claim. The team is available 8:30 am - 9pm (ET) Monday through Friday, 9:30 am - 6pm (ET) on Saturday. We will make sure your feedback is shared with the appropriate leaders within our organization for review. Customer feedback is a large part of how we conduct our business and identify areas of improvement, and we appreciate your help and understanding in this. To thank you for your feedback and for being a valued Icon customer with us, what we can do as a courtesy is add 2,000 ($20) points to your reward account with us. The points are available for use online or in-store with any of our brands. 
       
      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 **********************

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