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Business Profile

Clothing

Gap, Inc.

Headquarters

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.

    Please enter a valid location.

    • Gap, Inc.

      2 Folsom Street San Francisco, CA 94105

    • Gap, Inc.

      1945 W Palmetto St Florence, SC 29501-3919

    • Gap, Inc.

      2500 W International Speedway Blvd Ste 5 Daytona Beach, FL 32114-8143

    • Gap, Inc.

      451 E Altamonte Dr Ste 2245 Altamonte Spg, FL 32701-4619

    • Gap, Inc.

      136 Towne Center Cir Sanford, FL 32771-7408

    Customer Complaints Summary

    • 1,163 total complaints in the last 3 years.
    • 436 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:07/08/2022

      Type:Product Issues
      Status:
      Answered
      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 around $1000 from gap brands. Gaps returned policy has always been 45 days and when I looked it up online they said that the return policy was **************************** May. I purchased items in May that they are refusing to return. I was not aware of the fine print on this change when I purchased items. With the new policy, the return clock starts ticking when you make the purchase and the item needs to be received in the warehouse within 30 days for the return to not be late. It takes 14 days for the items to get from the post office to the warehouse so they essentially shrunk their return window to nothing with almost no notification. Gap is refusing to refund my money. It would be around $500 dollars. I don't know how they can make such a large policy change with no notification. They said it was so large and so many items they would not ***** a return. It is horribly unfair to long time customers and puts them at the mercy of a slow postoffice to get their money back.

      Business Response

      Date: 07/12/2022

      RE: Better Business Bureau Case 17541410

      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 discouraged 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. 

      Upon review of your concerns, we see that you reached us directly and the refunds in question have been processed.  We are happy to see our team was able to find a resolution for you.  We hope to have the opportunity to provide a better experience.  Thanks for reaching out to our team. 

      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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  

      Sincerely,

      **********
      Gap, Inc. Customer Relations

      cc: The **********************

    Gap, Inc. is NOT a BBB Accredited Business.

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