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

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  Gap Outlet

  300 Tanger Blvd Branson, MO 65616-2188

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  Gap, Inc.

  620 Coronado Center NE Albuquerque, NM 87110

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  The Gap

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

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:07/20/2022

  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.

  Hello,I have previously tried to get help by phone and chat regarding a concern I have. I have been surprised that Gap will not help in any way. I have ordered thousands of dollars of Gap items over the years and it has been one of my favorite brands for my family. The return policy has always been 45 days.I placed an order (1V2J1DS) in early June, which was shipped 6/7. Last week (7/16) I tried to initiate a return based on that 45 day policy, which I was within at that time, and which has been in place for years. I was told the policy is now 30 days, and there are no exceptions, and that there is no one I can speak to for help. I tried a chat as well with same response. I called again 7/18, and also called a different customer service number. I am offended and frustrated that customers like me, with extensive purchase history under the recently changed policy, cannot be accommodated for one late return, or even have that considered by a person with authority to act on it, considering we wouldn't know the policy had changed. I do not check the return policy each time I order from a company, if I already know what it is. No one does that. It just feels really unfair to be in this position, and ruins my opinion and perception of the company. I hope there is still a chance that I can make this return. I would really appreciate your help with this.

  Business Response

  Date: 07/26/2022

  RE: Better Business Bureau Case 17595014 
  
  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. 
  
  Thank you for your messages about our current return processes. Please know, that it is never our intention to cause any undue frustration, however, as a company, we adhere to all policy guidelines so that our loyal customers, cardholders, and rewards members can feel confident that our policies are applied fairly and consistently.  We regularly evaluate our policies and customer feedback is a critical part of this. Be assured your concerns have been documented and made available for review by those responsible for policy updates and changes.  We hope you will remain a valued customer.
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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 July 6, 2022, a purchase was placed with Banana Republic company. The estimated delivery date was Monday, July 11, 2022 (2-3 days). Order number:1VHP501. The order has not been received. The company was asked to refund the purchase via a Chat conversation (****) on Sunday, July 17, 2022. The refund was declined per management.I would like to receive a refund for this purchase.

  Business Response

  Date: 07/20/2022

  RE: Better Business Bureau Case 17581145
  
  
  Dear Emma,
  
  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 disheartened 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 a refund has already been issued on July 19 for the pants in the amount of $129.90.  If there is anything we can do to further assist, please let us know.  
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 07/21/2022

  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.  After a follow up call to the company, the representative apologized for the mistake of a previous staff member; she graciously refunded the purchase amount.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/18/2022

  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 placed an order on 7/8/22 for 2Fitted Sleeveless Rib-Knit Mini Dress, 1 in pink and one in rare earth. They shipped them in separate packages, 1 arrive on 7/11 and I received the second package today. However the order was incorrect. They sent me a v neck shirt and not my other dress!! I called customer service and they said I have to go to *** and send it back before they can issue me a refund . They said they will not reorder it free of charge, they told me to reorder it and pay again, they said if I send the vneck shirt back they will refund my original purchase. So basically they stole money from me and want to inconvenience me asking me to go to *** to send the wrong order back to them that they got wrong! I am handicap and I feel like this is a shame that they are asking me to do this. They must discriminate against the disabled! I will never purchase from these thieves again. **** me my money back! Order number 1VXDKFL

  Business Response

  Date: 07/26/2022

  RE: Better Business Bureau Case 17581014
  
  
  Dear Shyla,
  
  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 order, we see that you contacted us on July 14 and had the opportunity to speak with a supervisor who provided you with a return label, and credited the wrong item before it has been received by us.  We are glad to see they were able to resolve your concern for you.  Thank you again for sharing your concerns.  
  
  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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 **********************

• Initial Complaint

  Date:07/15/2022

  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 purchased two items on May 25. I visited the GAP factory store at the ******* *********** **. Both items were unworn, had the tags and receipt in place. I wanted to return the items for full refund. I've never run into a problem with a return on a store as long as I had the receipt. The store refused to return my money and stated the new policy is that the item have to be return in 30 days now (new policy). I talked to the sales assistant and was not getting anywhere with the refund and they left me with no option but to obtain a store credit. Which is dissatisfying and heartening. I provided the information for the in-store credit (I prefer refund back on my credit card as the same as the purchase)....I even had the credit card in which I purchased the items from. I completed the information for the return and was told now the refund would not work and that I needed to contact service. This is horrible. First, I waited in line, had all the documents in place for full refund and was told by the assistant they could not refund me. I JUST WANT MY MONEY BACK ($62.00)! I prefer not to wait in long lines goes through two process and time and still end up with the same results- $0 refund. I need help settling this refund dispute. Please note- customers/I never had problems with returning GAP Factory items beyond the 30 days.

  Business Response

  Date: 07/17/2022

  RE: Better Business Bureau Case 17575385 
  
  
  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 disheartened 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. 
  
  Our current return policy states that new and unused merchandise may be returned in for refund to the original form of tender within 30 days of purchase with original receipt or 30 days of the shipment date for online purchases.  In an effort to be fair and consistent, we do not accept returns outside of the 30-day time frame. From the details you provided, it sounds as though the store was attempting to extend you a courtesy return to store credit.  Since the purchase was beyond the 30-day time frame, they were unable to process it in the system.  We hope you will understand.  
  
  Please know, that it is never our intention to cause any undue frustration, however, as a company, we adhere to all policy guidelines so that our customers feel confident our policies are applied fairly and consistently. We regularly evaluate our policies and customer feedback is a critical part of this. Be assured your concerns have been documented and made available for review by those responsible for policy updates and changes.  We hope you will remain a valued customer.  
  
  We appreciate your sharing your thoughts about the policy and to invite you to shop again, we have added an additional ***** reward points to your account and they are available for use today.  We hope to have the opportunity to rebuild your confidence in our brand.  Thank you for being a valued Rewards member!
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************
  
  

  Customer Answer

  Date: 07/17/2022

   
  Complaint: 17575385
  
  I am rejecting this response because:
  
  Sincerely,
  
  Please provide refund as entitled. Thank u!***************************

  Business Response

  Date: 07/26/2022

  RE: Better Business Bureau Case 17575385 
  
  
  Dear *********,
  
  Thank you for your messages about our current return processes. Please know, that it is never our intention to cause any undue frustration, however, as a company, we adhere to all policy guidelines so that our customers feel confident our policies are applied fairly and consistently. We regularly evaluate our policies and customer feedback is a critical part of this. Be assured your concerns have been documented and made available for review by those responsible for policy updates and changes.
  
  While we understand this may not be the resolution you hoped for, we are unable to offer any other resolution at this time. Thank you again for sharing your concerns about this policy.  
  
  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

• Initial Complaint

  Date:07/14/2022

  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 have made several attempts to contact this business about an online order I never received. It is impossible to get through to them, I'm on hold for over an hour and the call will drop or disconnect. I've had missing items in previous orders that they've failed to deliver to me and never did receive the items I paid for. In the past when I've tried to return items to the store they will give me every excuse as to why the items can't be returned. The excuses are endless, it's anything from computer problems to expiration issues due to a 30 day return policy when in fact it clearly states online that their return policy is 45 days which is very misleading. Their customer service is terrible, it's impossible to get through to anyone to help me. Not sure how this company can stay in business when they lie and steal from their customers. I would like a full refund in the amount of $122.26 from order number 1V0XY0J as I did not receive it and I will no longer do business with this company or it's affiliates.

  Business Response

  Date: 07/18/2022

  RE: Better Business Bureau Case 17566705
  
  
  Dear *****,
  
  We are writing in response to your recent complaint filed with The Better Business Bureau.  ************ we strive to deliver not only exceptional style but also exceptional service. We are committed to ensuring that your experience with us results in complete satisfaction, and we genuinely regret disappointing you. 
  
  We are sorry to hear you may have received inaccurate information regarding our return policy.  Effective on May 1, 2022, all returns must be received at the returns center within 30 days of the date it was shipped out to you.  Although you indicated it was stated online that the policy was 45 days, we can confirm that this information is in error.  If it is on oldnavy.com, please send us the link so we can have this corrected.  We can only be responsible for this information if it is available on our websites, we cannot edit or modify information posted by another source.  We hope this information is helpful. 
  
  We see from our records, your order was delivered on June 3 to your front door.  We do all we can to provide a level of service that is above and beyond what our customers expect. For this reason, we have previously provided missing item returns on your account.  We know that each situation is unique and may require actions that are outside of our normal policies; however, in fairness to all of our loyal customers and cardholders, we do our best to remain within the company guidelines so all of our customers can be confident we are providing consistent service to everyone. With regret, we are unable to extend any further return exceptions for missing items/orders.  We appreciate your understanding.
   
  To find a resolution for your missing package, please dispute these charges with your bank. If there is any information they may need from us, please let us know.  Please be assured that we have documented your feedback and made your comments available to the appropriate management staff responsible for the store you were shopping in. We truly value your business and hope you will give ******** another opportunity to fulfill your shopping needs. 
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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 **********************

  Customer Answer

  Date: 07/18/2022

  
  I am rejecting this response because:
  
  I never received the package, it was never delivered to me. Not sure why it would be my fault for not getting the items I had ordered. The policies you have are unreasonable and you treat your customers poorly. I will not be doing business with ******** or it's affiliates ever again. It doesn't do any good to call my bank when I used an ******** credit card to purchase the items. I would like a full refund back to my credit card.
  
  Sincerely,
  *************************

  Business Response

  Date: 07/26/2022

  
  RE: Better Business Bureau Case 17566705
  
  Dear *****,
  
  Thank you for your messages about our current return processes.  Please know, that it is never our intention to cause any undue frustration, however, as a company, we adhere to all policy guidelines so that our customers feel confident our policies are applied fairly and consistently.  We regularly evaluate our policies and customer feedback is a critical part of this. Be assured your concerns have been documented and made available for review by those responsible for policy updates and changes.   
  
  While we can certainly understand your disappointment, we are unable to offer a refund for your order.  We do recommend you contact your bank for help. Please note that Barclays operates independently and you are still able to file disputes when needed.  We hope this information is helpful.   
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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 **********************

  Customer Answer

  Date: 07/27/2022

  
  Complaint: 17566705
  
  I am rejecting this response because:
  
  I never received the items I purchased online and am demanding a full refund in the amount of $122.26 for order number 1V0XY0J. How difficult is that to understand? What is wrong with this company? Sounds like the items I ordered never were sent out to begin with just like with previous orders in the past that were only partially or not at all delivered. Not sure how this company can continue to stay in business when they lie and steal from their customers. There is nothing wrong with my address, I get things mailed to me from other businesses just fine. Sounds like this company needs to have a serious investigation done to find out why they keep stealing from their customers. I want my money back now! I am sick of the lies and the corruption from this so called business. Also I don't know what my bank can do about getting my money back since I purchased the items with an ******** credit card. If I don't get my money back soon I'll be taking further action against this company and I will be making it known to everyone to never shop here, I definitely will never shop here again.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:07/13/2022

  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.

  The Gap return policy states that items must be returned within 30 days for a refund. The return window is stated to start on the day the order is shipped. My order was shipped on May 25, 2022. Since May has 31 days, this means my return window ended on June 24, 2022. I opted to return my order via mail. My return was shipped on June 24, 2022. However, my return was subsequently rejected saying that it was outside of the 30 day window. If the return window begins on the ship date, then it should also end on the ship date of the return. When an item is shipped it is considered in the possession of the addressee and therefore my return should have been accepted. At the very least I should be given store credit for the returned items. This is a very unfair practice for consumers that a return window is not consistent with ship/delivered dates. If the return was based on the date received (which is NOT noted in their policy) then the return window should begin on the date the item was originally delivered.ORDER SUMMARY Ordered on:May 24, 2022 (11:07AM EDT)Order number:19RNCWV Total cost:$154.15 (12 items)

  Business Response

  Date: 07/17/2022

  RE: Better Business Bureau Case 17564391
  
  
  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. 
  
  Our current return policy states that new and unused merchandise may be returned for a refund to the original form of tender as long as they are received within 30 days of the shipping date. This information is made available to our online customers on the Returns FAQ page (https://lnnk.in/f9cZ) and the Returns page (https://lnnk.in/gmcT) for gap.com.  In an effort to be fair and consistent, we do not accept returns outside of the 30-day time frame. 
  
  We regularly evaluate our policies and customer feedback is a critical part of this. Be assured your concerns have been documented and made available for review by those responsible for policy updates and changes. Please know, that it is never our intention to cause any undue frustration, however, as a company, we adhere to all policy guidelines so that our customers feel confident that they are applied fairly and consistently. 
  
  We appreciate you being a valued ICON Rewards member and Brand Cardholder, and for sharing your thoughts about the policy.  To thank you for your feedback, we have added an additional ***** reward points to your account and they are available for use today.  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 11:00 am to 9:00 pm Eastern Time.  Please reference case number ******** for a seamless experience.  
  
  Sincerely,
  
  
  **********
  Gap, Inc. Customer Relations
  
  cc: The **********************

  Customer Answer

  Date: 07/17/2022

   
  Complaint: 17564391
  
  I am rejecting this response because I find the policy misleading and do not feel customers should be required to read the *** unless specifically directed to do so regarding return timing. 

  I very much appreciate your professional response and understand that policy review and change takes time. I also understand that you must be consistent with application of your policies. However, in your response you stated that the returns *** and returns page notes the requirement that the return must be received within 30 days.  That is not true. Only the *** states that items must be received within 30 days. There is no indication on your return policy page that items must be received within 30 days of shipment. Had I been directed to review the *** for additional details on timing of returns via mail or had there been additional clarity on the returns page regarding this timing then I would have dropped my return at *** sooner.  I am not new to online shopping and do not feel the need to read every *** unless specifically directed to about something that *** apply to me. The entire policy should be laid out on the returns page and the fact that it isnt feels misleading.
  

  To be clear, my biggest point of contention is not the policy itself (though, I do feel it is unfair as a consumer to have a window span from shipment date to delivery date instead of shipment to shipment or delivery to delivery date). My main reason for rejecting this response as a resolution is that there is no action to provide clarity within your returns page - which can indeed be done sooner than any type of policy change review. 
  

  Thank you very much for your response and for documenting my feedback within the organization. 
  

  *******

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/26/2022

  RE: Better Business Bureau Case 17564391
  
  
  Dear *******,
  
  Thank you for clarifying your concerns.  We want you to know that we place a great deal of importance on customer feedback, and it has influenced many changes within our company.  Although we cannot advise you of any upcoming changes to our policy, we will pass along that you feel it could be better communicated on the website.  
  
  We hope you see your feedback making a difference in the way we share updates and changes with our customers.  We appreciate you taking the time to make your thoughts known.  
  
  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 **********************

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair 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 am very unhappy with ******** flip flops! After walking in them for not a long time they injured my feet severely! I am in pain and will be off my feet to heal for a lengthy time. I have fissures and skin that is splitting and cracking! I have complained once before but without including the damages they are capable of

  Business Response

  Date: 07/15/2022

  Dear *******,
  
  Thank you for your thoughts regarding our flip-flops. We are concerned to hear about your experience with them, and due to the nature of your complaint, we need to speak with you to obtain further details.
  
  Our Customer ******************** is available Monday through Friday from 9:00 a.m. to 9:00 p.m. and Saturday 10:00 a.m. to 8:00 p.m. Eastern Time. At your convenience, please contact us by phone at 1-800-OLD-NAVY ***************) and select the prompts: More Options, Store Customer Relations. When you reach a representative, please reference case number 52239703.
  
  Alternatively, if you would like to provide your contact information and a good time to reach you, we would be happy to have someone reach out to you directly.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  **********
  Old Navy Customer Relations
  
  

  Customer Answer

  Date: 07/15/2022

  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:07/12/2022

  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 purchased a dress from ******** on June 3, 2022. I decided to return it. My email confirmation said I had 30 days to return it. I clicked the link to return the item and it said no items were eligible to return. I initiated a chat with an ******** team member and they stated that the 30 days begins when the order is placed, not when you receive the items. I received the item on June 13, 2022. I lost 10 days of my 30 day return window to the shipping time. I am extremely disappointed in this unjust policy and the inflexibility ******** has shown in this situation. Order 1V1WF8F.

  Business Response

  Date: 07/18/2022

  RE: Better Business Bureau Case 17556552
  
  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 disheartened 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 appreciate your feedback about our current return processes. We would like to clarify the time frame as it seems you may have received inaccurate information.  The 30-day time window is from the date it was shipped out to you and needs must be received by the returns center within 30 days.  
  
  We regularly evaluate our policies and customer feedback is a critical part of this. Be assured your concerns have been documented and made available for review by those responsible for policy updates and changes.  Please know, that it is never our intention to cause any undue frustration, however, as a company, we adhere to all policy guidelines so that our customers feel confident our policies are applied fairly and consistently.  We hope you will remain a valued customer.  
  
  Thank you again for sharing your concerns.  If we may be of further assistance, please contact us at 1-800-OLD-NAVY ***************).  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 **********************